Apple Faulty Item Return

consumer2022

Hello,

I'm looking for some advice on a faulty item claim I have with Apple, my main question being whether they can insist that I attend a physical store over an hour away from where I live (twice) to replace an item that I ordered online.

I'll answer the template questions to make everything as clear as possible:

• What did you buy? - iPhone 12 mini silicone case (Apple branded)
  
• When did you buy it? - November 2020
  
• Where from? - Apple Store (online via the phone app)
  
• How did you pay? - Credit Card
• What solution or remedy are you looking for? - Repair or replace
  
• What went wrong?
  
  Just after the 12 month Apple warranty ended (December 2021), parts of the silicone started to flake away, exposing patches of bare plastic underneath. As someone that works at a desk at home all day, my phone encounters very few dangers or chances for serious wear, so I don't feel the case is of suitable quality for a luxury phone case if it is degrading after just a year with minimal use.
  
  
• What are the vendors telling you?
  
  Support phone call (January) - They told me I'd have to bring it into a physical Apple Store (my nearest is around 1 hour 15 min away by car). I asked specifically if they could offer any other solution (such as posting it) as I'd ordered it from the online store, they said no.
  
  Fortunately, I have a family friend at university in another city a few hours away. He offered to take the case into the apple store in that city, so I booked an appointment and he went. At this stage they confirmed to him that it's outside of warranty, and that they could offer a replacement under the Consumer Rights Act 2015, but only if I were to come into a store myself with the case and show my ID. They said they would then order a replacement, and I'd have to return to the store again to collect the new case. My friend has since brought the faulty case back to me.
  
  My main question is - can they force me to attend a store like this when I made the original purchase online? I'm unsure how hard I can push for them to resolve it remotely via postal return. Visiting the store myself in person would require me to make two 2.5 hour round trips, and pay for all of the fuel and city parking that would incur. It really feels as though they're just trying to make it as difficult as possible and hoping I'll give up.
  

Thank you!

jon81uk

If you are exercising your customer rights and it is faulty and bought online they should accept it back by post and pay for the post.

But I've had those Apple cases before and the coating comes off easily, I wouldn't buy one again myself.

sheramber

I think who you bought it from is a distribution service only so unable to deal with repairs/ replacements.

consumer2022

Thank you for the replies!

I've noted that the Consumer Rights Act 2015 has a clause that states:

(2) If the consumer requires the trader to repair or replace the goods, the trader must—
          (a) do so within a reasonable time and without significant inconvenience to the consumer, and

          (b) bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).

I think this is valid to my case, so I will contact them again and stand firm on this. Making me visit a store so far away is a significant inconvenience and adds to my costs, when legally they should be covering postage to replace it anyway.