Faulty Apple Repair - Am I covered?

JD2018

I purchased a Apple iPhone X in the USA back in January 2018 - There was an issue with these handsets when they were released and Apple operated a free screen replacement service to rectify the issue. 

In March 2019, I purchased a screen replacement in the UK for £275 due to a different issue. I was not aware that the screen may have been eligible to be replaced for free at the time, however I do understand that as the primary damage was self inflicted, this may not have been the case. 

We are now in November 2021 and the Screen replacement that was installed by apple back in 2019 has now become faulty (With the same defect for which they were offering free replacements). There is no physical damage to the phone and I have not been provided with an explanation as to why this has happened. 

I was told that as the phone is purchased in the USA I am not covered by UK Consumer rights, however, the screen replacement (which is faulty) was. 

My argument here is simple - I purchased a product from apple in March 2019 in the UK which has now become faulty. the product is the screen replacement. The description of the product is listed as below in my receipt. 

Item Number	Description	Price	Amount Due	Customer KBB
661-XXXXXX	Display, iPhone X Replacement Serial No: XXXXXXXXXXX	£ 229.17	£ 229.17
VAT			£ 45.83
Total		£ 229.17	£ 275.00

Would this product be covered under consumer rights, is there a technicality whereby this is classed as a repair, rather than a product purchase and therefore falls out of this category? Advice is appreciated! 

Thanks

Sandtree

iPhone X Display Module Replacement Program for Touch Issues - Apple Support

This is presumably the issue you are talking about where the touchscreen functionality broke on some phones?

What is actually wrong with your replacement screen?

The thing about replacement programmes is that they arent announced until the underlying problem has been fixed and this was announced in November 2018. Therefore the chances that in March 2019 they somehow installed a screen impacted by the above issue is next to none. Now that isnt to say that the touch functionality on any screen cannot break due to a fault but its not going to be that systemic issue.

The replacement screen will be covered by the CRA as bought in the UK but as its over 6 months old you have to prove the fault rather than Apple disprove it. 

JD2018

Sandtree said:

iPhone X Display Module Replacement Program for Touch Issues - Apple Support

This is presumably the issue you are talking about where the touchscreen functionality broke on some phones?

What is actually wrong with your replacement screen?

The thing about replacement programmes is that they arent announced until the underlying problem has been fixed and this was announced in November 2018. Therefore the chances that in March 2019 they somehow installed a screen impacted by the above issue is next to none. Now that isnt to say that the touch functionality on any screen cannot break due to a fault but its not going to be that systemic issue.

The replacement screen will be covered by the CRA as bought in the UK but as its over 6 months old you have to prove the fault rather than Apple disprove it. 

That's the one. The problem with the screen is however one that is listed under the replacement program. 

'The display reacts even though it was not touched' 

I agree that there should be no chance that the replacement screen that I paid for should be impacted by the issue, but it is the exact same, which is slightly odd. But again, agree that it is unlikely to be that specific issue. 

The difficulty I have however, is as you say, proving that this is a fault with the product, and i'm not sure where i'd start in trying to do that. 

Sandtree

JD2018 said:
The difficulty I have however, is as you say, proving that this is a fault with the product, and i'm not sure where i'd start in trying to do that. 

After 6 months the law puts the onus on you and this is normally done via an independent engineer report which considers the cause of the defect (miss use, user error, faulty component etc) and also what is a reasonable lifespan for such a object.

In some cases the company themselves will appoint an engineer to inspect saving you the hassle and the debate either is then on the contents of the report (eg if it states impact damage that you deny) or the consequences if they say its faulty 

bris

Another thread confirming Apple are hypocrites.

If you bought this anywhere other than Apple they would be telling you they would provide a free replacement as it's your consumer rights.

sheramber

Have has excellent service from Apple.   They replaced a faulty battery for me at no charge after three years .

MarvinDay

bris said:

Another thread confirming Apple are hypocrites.

If you bought this anywhere other than Apple they would be telling you they would provide a free replacement as it's your consumer rights.

The OP wouldn't have any consumer rights that obligate the seller to offer a free replacement.

What they may have is a right that means the seller has to offer a repair, refund (which could be a partial one) or replacement but before they offered any of these options, they could insist that the OP shows that the fault is due to a manufacturing defect.

JD2018

I spoke with Apple again this afternoon - they are not sure whether or not the Display is covered by UK Consumer Law as the Handset was Purchased in the United States. I get the impression that as the display was purchased as part of a repair, they do not feel that this is covered. 

Of course my argument is that I have a receipt infront of me from an apple store in the UK for a Display which does not work. 

The handset has already been seen by an engineer at Apple, and I *think* they are willing to accept that this is a manufacturer defect (We'll see). 

They have now raised this with their legal team to get further advice. Will let you know the outcome. 

JD2018

I have been informed by Apple that my screen is not covered under consumer rights - anyone got any advice on what next steps I should take (if any?) maybe they are correct?

Alderbank

The Consumer Rights Act does not just apply to goods. It applies equally to services (such as your repair). Apple may dispute your claim so you will need a document from an independent repairer to say that the failure is due to that repair, such as faulty or wrong components fitted or lack of skill.

When or where you bought the phone is of no relevance for a repair, just as when you take your car to a garage for a service it does not matter when or which country you purchased the car. The standard of service expected is the same and if the service is provided in the UK the CRA applies.

JD2018

The problem is that they’re saying that the Consumer Rights Act does not apply. They have already agreed that the part is faulty but they will not replace it as it is outside of warranty and the CRA does not apply because the handset was purchased in the US. 

I agree this seems completely incorrect by the way but not sure where I go from here.