Faulty iPad from O2 and Consumer Rights Act 2015 <<<successfully resolved>>>

OIIIIIIIO

Hi,

I was wondering whether somebody could please help me understand why O2 are refusing to repair a faulty (out of manufacturer warranty) iPad, and ultimately advise how to deal with them to get a free repair under the Consumer Rights Act.

Please correct me if I'm wrong, but my understanding is that I need to prove that the device was faulty when I bought it. The Act also stipulates that goods must be of satisfactory quality and last a reasonable length of time. Would the below email from an Apple Genius suffice? Given this is an electronic device (in immaculate condition), there are no moving components so there is no wear and tear possible. 

Summary:
- iPad Pro bought from O2 online on a 48 month device and sim contract in December 2021 (8 months out of 12-month manufacturer warranty)
- the iPad stopped working yesterday. I tried too hard reset and restore to no avail
- I took it to an Apple store today where they tested it and advised that it is definitely a hardware fault.
- Apple confirmed the following in an email:
Issue: Customer reports the iPad display turned off and now it is showing a blank black image 
Steps to Reproduce: Verified at Genius Bar
iPad is still powered on but all we can see is a blank black image on the screen.
Confirmed via diagnostics.
Issue persists when force restarting the iPad.
Cosmetic Condition: No damage or signs of misuse.
Proposed Resolution: Advised a hardware replacement will be needed out of warranty. The customer may also be able to peruse consumer law coverage through the original retailer which is O2.

Apple want £650 to fix it. Today you can buy one from Costco for £529. In 2021 they were around £850. I still need to pay for mine for 28 months [facepalm]: lesson learnt.


- I contacted O2 online today and explained the issue and asked for a free of charge repair under the Consumer Rights Act, which in theory covers faulty product for up to 6 years.
- O2's reply:

the device is out of warranty and hence it will be a chargeable repairs.

After the one year’s warranty for Apple devices, we are not obliged to repair or replace the device free of charge.

Your device is now more than 1 years old.

Due to the above I’m unable to uphold your request.

To let you know warranty is provided by manufacturer and in this case Apple provides only 12 months of warranty on its products. Also we do not manufacture the device.

If you want to go though the sales goods act then you have to contact small court for this. As you have agreed to the terms and condition before completing the order and there is a clear mention about the warranty of the device.

After six months, it is up to the consumer to prove that the goods did not conform to contract at the time of purchase.

Also I am unable to comment on how Apple works as we have our own terms and conditions around repairs.

As this is an electronic device faults may occur anytime and that is why Manufacturer provides warranty on its products and in this case Apple being manufacturer provides only 12 months for iPad.

So I asked to escalate this and to raise an official complaint. And their instant reply was:

Before I submit the request, may I know if you are okay to book in a chargeable repair and once you get the quote, that is when you can contact us and we can give you a 50% credit of the repair cost?

The above was from their "Repairs Department". It sounded more like a repair sales pitch. 

Any suggestions how to deal with them?

ForumUser7

OIIIIIIIO said:

Hi,

I was wondering whether somebody could please help me understand why O2 are refusing to repair a faulty (out of manufacturer warranty) iPad, and ultimately advise how to deal with them to get a free repair under the Consumer Rights Act.

Please correct me if I'm wrong, but my understanding is that I need to prove that the device was faulty when I bought it. The Act also stipulates that goods must be of satisfactory quality and last a reasonable length of time. Would the below email from an Apple Genius suffice? Given this is an electronic device (in immaculate condition), there are no moving components so there is no wear and tear possible. 

Summary:
- iPad Pro bought from O2 online on a 48 month device and sim contract in December 2021 (8 months out of 12-month manufacturer warranty)
- the iPad stopped working yesterday. I tried too hard reset and restore to no avail
- I took it to an Apple store today where they tested it and advised that it is definitely a hardware fault.
- Apple confirmed the following in an email:
Issue: Customer reports the iPad display turned off and now it is showing a blank black image 
Steps to Reproduce: Verified at Genius Bar
iPad is still powered on but all we can see is a blank black image on the screen.
Confirmed via diagnostics.
Issue persists when force restarting the iPad.
Cosmetic Condition: No damage or signs of misuse.
Proposed Resolution: Advised a hardware replacement will be needed out of warranty. The customer may also be able to peruse consumer law coverage through the original retailer which is O2.

Apple want £650 to fix it. Today you can buy one from Costco for £529. In 2021 they were around £850. I still need to pay for mine for 28 months [facepalm]: lesson learnt.


- I contacted O2 online today and explained the issue and asked for a free of charge repair under the Consumer Rights Act, which in theory covers faulty product for up to 6 years.
- O2's reply:

the device is out of warranty and hence it will be a chargeable repairs.

After the one year’s warranty for Apple devices, we are not obliged to repair or replace the device free of charge.

Your device is now more than 1 years old.

Due to the above I’m unable to uphold your request.

To let you know warranty is provided by manufacturer and in this case Apple provides only 12 months of warranty on its products. Also we do not manufacture the device.

If you want to go though the sales goods act then you have to contact small court for this. As you have agreed to the terms and condition before completing the order and there is a clear mention about the warranty of the device.

After six months, it is up to the consumer to prove that the goods did not conform to contract at the time of purchase.

Also I am unable to comment on how Apple works as we have our own terms and conditions around repairs.

As this is an electronic device faults may occur anytime and that is why Manufacturer provides warranty on its products and in this case Apple being manufacturer provides only 12 months for iPad.

So I asked to escalate this and to raise an official complaint. And their instant reply was:

Before I submit the request, may I know if you are okay to book in a chargeable repair and once you get the quote, that is when you can contact us and we can give you a 50% credit of the repair cost?

The above was from their "Repairs Department". It sounded more like a repair sales pitch. 

Any suggestions how to deal with them?

As it is more than 6 months, they are right that you need to prove the fault was there at the time of purchase/the fault is a result of a manufacturing defect. To do this, you get a report from an assessor, and IMO apple should suffice. Did you provide O2 with the document from apple stating no signs of misuse or damage? I wonder if they explicitly want apple to cite 'faulty at time of purchase' which may be hard to get them to do.

If so, you could now alter one of the templates on this link https://www.moneysavingexpert.com/reclaim/how-to-complain/#toolsandtemplates and alter it to state rather than 30 day short term right to reject, you wish to claim under the 6 year timeframe for repair or replacement free of charge.

You could then take a PDF, and email them using the write to us email pop up option at this link https://www.o2.co.uk/how-to-complain and log it as an official complaint, stating that you wish to claim under consumer rights as opposed to warranty and you feel you were mislead by the team who then tried to sell you a repair, when this should be free of charge.

If this does not get a satisfactory resolution, you could complain to the ombudsman - will either be communications, or financial as you have a paid monthly plan.

You've done the right thing by not paying them yet IMO, see my below message for a potential way to proceed

https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act-aKJYx8n5KiSl

ForumUser7

ForumUser7 said:

OIIIIIIIO said:

Hi,

I was wondering whether somebody could please help me understand why O2 are refusing to repair a faulty (out of manufacturer warranty) iPad, and ultimately advise how to deal with them to get a free repair under the Consumer Rights Act.

Please correct me if I'm wrong, but my understanding is that I need to prove that the device was faulty when I bought it. The Act also stipulates that goods must be of satisfactory quality and last a reasonable length of time. Would the below email from an Apple Genius suffice? Given this is an electronic device (in immaculate condition), there are no moving components so there is no wear and tear possible. 

Summary:
- iPad Pro bought from O2 online on a 48 month device and sim contract in December 2021 (8 months out of 12-month manufacturer warranty)
- the iPad stopped working yesterday. I tried too hard reset and restore to no avail
- I took it to an Apple store today where they tested it and advised that it is definitely a hardware fault.
- Apple confirmed the following in an email:
Issue: Customer reports the iPad display turned off and now it is showing a blank black image 
Steps to Reproduce: Verified at Genius Bar
iPad is still powered on but all we can see is a blank black image on the screen.
Confirmed via diagnostics.
Issue persists when force restarting the iPad.
Cosmetic Condition: No damage or signs of misuse.
Proposed Resolution: Advised a hardware replacement will be needed out of warranty. The customer may also be able to peruse consumer law coverage through the original retailer which is O2.

Apple want £650 to fix it. Today you can buy one from Costco for £529. In 2021 they were around £850. I still need to pay for mine for 28 months [facepalm]: lesson learnt.


- I contacted O2 online today and explained the issue and asked for a free of charge repair under the Consumer Rights Act, which in theory covers faulty product for up to 6 years.
- O2's reply:

the device is out of warranty and hence it will be a chargeable repairs.

After the one year’s warranty for Apple devices, we are not obliged to repair or replace the device free of charge.

Your device is now more than 1 years old.

Due to the above I’m unable to uphold your request.

To let you know warranty is provided by manufacturer and in this case Apple provides only 12 months of warranty on its products. Also we do not manufacture the device.

If you want to go though the sales goods act then you have to contact small court for this. As you have agreed to the terms and condition before completing the order and there is a clear mention about the warranty of the device.

After six months, it is up to the consumer to prove that the goods did not conform to contract at the time of purchase.

Also I am unable to comment on how Apple works as we have our own terms and conditions around repairs.

As this is an electronic device faults may occur anytime and that is why Manufacturer provides warranty on its products and in this case Apple being manufacturer provides only 12 months for iPad.

So I asked to escalate this and to raise an official complaint. And their instant reply was:

Before I submit the request, may I know if you are okay to book in a chargeable repair and once you get the quote, that is when you can contact us and we can give you a 50% credit of the repair cost?

The above was from their "Repairs Department". It sounded more like a repair sales pitch. 

Any suggestions how to deal with them?

As it is more than 6 months, they are right that you need to prove the fault was there at the time of purchase/the fault is a result of a manufacturing defect. To do this, you get a report from an assessor, and IMO apple should suffice. Did you provide O2 with the document from apple stating no signs of misuse or damage? I wonder if they explicitly want apple to cite 'faulty at time of purchase' which may be hard to get them to do.

If so, you could now alter one of the templates on this link https://www.moneysavingexpert.com/reclaim/how-to-complain/#toolsandtemplates and alter it to state rather than 30 day short term right to reject, you wish to claim under the 6 year timeframe for repair or replacement free of charge.

You could then take a PDF, and email them using the write to us email pop up option at this link https://www.o2.co.uk/how-to-complain and log it as an official complaint, stating that you wish to claim under consumer rights as opposed to warranty and you feel you were mislead by the team who then tried to sell you a repair, when this should be free of charge.

If this does not get a satisfactory resolution, you could complain to the ombudsman - will either be communications, or financial as you have a paid monthly plan.

I've found using ChatGPT to write these letters and then altering to fit can save a fair bit of time. Something like the below would be sufficient IMO, and I have slightly edited it. Good luck, and please let us know how you get on! And make sure you attach the apple report.

Subject: Consumer Rights Act 2015 - Request for Free Repair or Replacement of Faulty iPad

Dear O2 complaints team,

I hope this email finds you well. I am writing to bring to your attention a concerning issue with my iPad, which I purchased from O2 under a device and SIM plan [order reference] and raise a formal complaint about the issue, as well as the difficulties I have experienced claiming under my Consumer Rights. The device has a hardware fault that causes the display to show a blank black screen when powered on. The malfunction renders the iPad unusable as it impairs its functionality.

I reported this issue to Apple, and they have confirmed the presence of a hardware fault, while also noting that there are no signs of damage or misuse on the device. The fault was reported within the first 6 years from the date of purchase, which is within the period defined by the Consumer Rights Act 2015.

Under the Consumer Rights Act 2015, I am entitled to a free of charge repair or replacement of the faulty iPad, as the fault is inherently present within the product from the time of purchase. This attached report from Apple serves as compelling evidence that I have not caused the fault through misuse or mishandling of the device.

I am disappointed and concerned that O2 has refused to acknowledge my consumer rights and has misled me by claiming that nothing can be done as the device is out of warranty. It is crucial to emphasize that the Consumer Rights Act 2015 grants consumers protection beyond the standard warranty period, specifically when the fault is inherent and not caused by the customer.

Therefore, I kindly request that O2 promptly takes appropriate action to adhere to my consumer rights and arranges a free repair or replacement of my iPad. I expect this matter to be resolved in a timely manner, and I trust that O2 will handle this case with the utmost seriousness and responsibility.

I am attaching a copy of the Apple report for your reference and verification. Should you require any further information or clarification from me, please do not hesitate to contact me using the details provided above.

I anticipate a swift and satisfactory resolution to this matter. If I do not receive a positive response within 14 days from the date of this letter, I may have no choice but to seek assistance from relevant consumer protection agencies or escalate this issue through legal channels.

Thank you for your attention to this matter, and I look forward to your prompt response.

Yours sincerely,

[Your Name]

*Edited to remove incorrect reference to 'statutory warranty period'*

OIIIIIIIO

Thank you ForumUser7.

The above advice is brilliant.

Yes, I did copy and paste the Apple email citing no signs of misuse or damage. They just ignored it.

Both the repair dept consultant and his supervisor replied with almost identical copy and paste answers, so I guess they are used to these online enquiries.

Alderbank

ForumUser7 said:

ForumUser7 said:

OIIIIIIIO said:

Hi,

I was wondering whether somebody could please help me understand why O2 are refusing to repair a faulty (out of manufacturer warranty) iPad, and ultimately advise how to deal with them to get a free repair under the Consumer Rights Act.

Please correct me if I'm wrong, but my understanding is that I need to prove that the device was faulty when I bought it. The Act also stipulates that goods must be of satisfactory quality and last a reasonable length of time. Would the below email from an Apple Genius suffice? Given this is an electronic device (in immaculate condition), there are no moving components so there is no wear and tear possible. 

Summary:
- iPad Pro bought from O2 online on a 48 month device and sim contract in December 2021 (8 months out of 12-month manufacturer warranty)
- the iPad stopped working yesterday. I tried too hard reset and restore to no avail
- I took it to an Apple store today where they tested it and advised that it is definitely a hardware fault.
- Apple confirmed the following in an email:
Issue: Customer reports the iPad display turned off and now it is showing a blank black image 
Steps to Reproduce: Verified at Genius Bar
iPad is still powered on but all we can see is a blank black image on the screen.
Confirmed via diagnostics.
Issue persists when force restarting the iPad.
Cosmetic Condition: No damage or signs of misuse.
Proposed Resolution: Advised a hardware replacement will be needed out of warranty. The customer may also be able to peruse consumer law coverage through the original retailer which is O2.

Apple want £650 to fix it. Today you can buy one from Costco for £529. In 2021 they were around £850. I still need to pay for mine for 28 months [facepalm]: lesson learnt.


- I contacted O2 online today and explained the issue and asked for a free of charge repair under the Consumer Rights Act, which in theory covers faulty product for up to 6 years.
- O2's reply:

the device is out of warranty and hence it will be a chargeable repairs.

After the one year’s warranty for Apple devices, we are not obliged to repair or replace the device free of charge.

Your device is now more than 1 years old.

Due to the above I’m unable to uphold your request.

To let you know warranty is provided by manufacturer and in this case Apple provides only 12 months of warranty on its products. Also we do not manufacture the device.

If you want to go though the sales goods act then you have to contact small court for this. As you have agreed to the terms and condition before completing the order and there is a clear mention about the warranty of the device.

After six months, it is up to the consumer to prove that the goods did not conform to contract at the time of purchase.

Also I am unable to comment on how Apple works as we have our own terms and conditions around repairs.

As this is an electronic device faults may occur anytime and that is why Manufacturer provides warranty on its products and in this case Apple being manufacturer provides only 12 months for iPad.

So I asked to escalate this and to raise an official complaint. And their instant reply was:

Before I submit the request, may I know if you are okay to book in a chargeable repair and once you get the quote, that is when you can contact us and we can give you a 50% credit of the repair cost?

The above was from their "Repairs Department". It sounded more like a repair sales pitch. 

Any suggestions how to deal with them?

As it is more than 6 months, they are right that you need to prove the fault was there at the time of purchase/the fault is a result of a manufacturing defect. To do this, you get a report from an assessor, and IMO apple should suffice. Did you provide O2 with the document from apple stating no signs of misuse or damage? I wonder if they explicitly want apple to cite 'faulty at time of purchase' which may be hard to get them to do.

If so, you could now alter one of the templates on this link https://www.moneysavingexpert.com/reclaim/how-to-complain/#toolsandtemplates and alter it to state rather than 30 day short term right to reject, you wish to claim under the 6 year timeframe for repair or replacement free of charge.

You could then take a PDF, and email them using the write to us email pop up option at this link https://www.o2.co.uk/how-to-complain and log it as an official complaint, stating that you wish to claim under consumer rights as opposed to warranty and you feel you were mislead by the team who then tried to sell you a repair, when this should be free of charge.

If this does not get a satisfactory resolution, you could complain to the ombudsman - will either be communications, or financial as you have a paid monthly plan.

I've found using ChatGPT to write these letters and then altering to fit can save a fair bit of time. Something like the below would be sufficient IMO, and I have slightly edited it. Good luck, and please let us know how you get on! And make sure you attach the apple report.

 The fault was reported within the first 6 years from the date of purchase, which is within the statutory warranty period as defined by the Consumer Rights Act 2015.

You might want to advise ChatGPT that CRA does not define any statutory warranty period.

The 6 years (5 years in Scotland) is correct but it comes from different legislation.

Everything else looks good though. Thank you for putting all this effort into helping the OP. Very impressive!

ForumUser7

Alderbank said:

ForumUser7 said:

ForumUser7 said:

OIIIIIIIO said:

Hi,

I was wondering whether somebody could please help me understand why O2 are refusing to repair a faulty (out of manufacturer warranty) iPad, and ultimately advise how to deal with them to get a free repair under the Consumer Rights Act.

Please correct me if I'm wrong, but my understanding is that I need to prove that the device was faulty when I bought it. The Act also stipulates that goods must be of satisfactory quality and last a reasonable length of time. Would the below email from an Apple Genius suffice? Given this is an electronic device (in immaculate condition), there are no moving components so there is no wear and tear possible. 

Summary:
- iPad Pro bought from O2 online on a 48 month device and sim contract in December 2021 (8 months out of 12-month manufacturer warranty)
- the iPad stopped working yesterday. I tried too hard reset and restore to no avail
- I took it to an Apple store today where they tested it and advised that it is definitely a hardware fault.
- Apple confirmed the following in an email:
Issue: Customer reports the iPad display turned off and now it is showing a blank black image 
Steps to Reproduce: Verified at Genius Bar
iPad is still powered on but all we can see is a blank black image on the screen.
Confirmed via diagnostics.
Issue persists when force restarting the iPad.
Cosmetic Condition: No damage or signs of misuse.
Proposed Resolution: Advised a hardware replacement will be needed out of warranty. The customer may also be able to peruse consumer law coverage through the original retailer which is O2.

Apple want £650 to fix it. Today you can buy one from Costco for £529. In 2021 they were around £850. I still need to pay for mine for 28 months [facepalm]: lesson learnt.


- I contacted O2 online today and explained the issue and asked for a free of charge repair under the Consumer Rights Act, which in theory covers faulty product for up to 6 years.
- O2's reply:

the device is out of warranty and hence it will be a chargeable repairs.

After the one year’s warranty for Apple devices, we are not obliged to repair or replace the device free of charge.

Your device is now more than 1 years old.

Due to the above I’m unable to uphold your request.

To let you know warranty is provided by manufacturer and in this case Apple provides only 12 months of warranty on its products. Also we do not manufacture the device.

If you want to go though the sales goods act then you have to contact small court for this. As you have agreed to the terms and condition before completing the order and there is a clear mention about the warranty of the device.

After six months, it is up to the consumer to prove that the goods did not conform to contract at the time of purchase.

Also I am unable to comment on how Apple works as we have our own terms and conditions around repairs.

As this is an electronic device faults may occur anytime and that is why Manufacturer provides warranty on its products and in this case Apple being manufacturer provides only 12 months for iPad.

So I asked to escalate this and to raise an official complaint. And their instant reply was:

Before I submit the request, may I know if you are okay to book in a chargeable repair and once you get the quote, that is when you can contact us and we can give you a 50% credit of the repair cost?

The above was from their "Repairs Department". It sounded more like a repair sales pitch. 

Any suggestions how to deal with them?

As it is more than 6 months, they are right that you need to prove the fault was there at the time of purchase/the fault is a result of a manufacturing defect. To do this, you get a report from an assessor, and IMO apple should suffice. Did you provide O2 with the document from apple stating no signs of misuse or damage? I wonder if they explicitly want apple to cite 'faulty at time of purchase' which may be hard to get them to do.

If so, you could now alter one of the templates on this link https://www.moneysavingexpert.com/reclaim/how-to-complain/#toolsandtemplates and alter it to state rather than 30 day short term right to reject, you wish to claim under the 6 year timeframe for repair or replacement free of charge.

You could then take a PDF, and email them using the write to us email pop up option at this link https://www.o2.co.uk/how-to-complain and log it as an official complaint, stating that you wish to claim under consumer rights as opposed to warranty and you feel you were mislead by the team who then tried to sell you a repair, when this should be free of charge.

If this does not get a satisfactory resolution, you could complain to the ombudsman - will either be communications, or financial as you have a paid monthly plan.

I've found using ChatGPT to write these letters and then altering to fit can save a fair bit of time. Something like the below would be sufficient IMO, and I have slightly edited it. Good luck, and please let us know how you get on! And make sure you attach the apple report.

 The fault was reported within the first 6 years from the date of purchase, which is within the statutory warranty period as defined by the Consumer Rights Act 2015.

You might want to advise ChatGPT that CRA does not define any statutory warranty period.

The 6 years (5 years in Scotland) is correct but it comes from different legislation.

Everything else looks good though. Thank you for putting all this effort into helping the OP. Very impressive!

Thanks for pointing that out! Chat GPT was mortified, and replied:

"You are absolutely right, and I apologize for the incorrect wording in my previous response. The Consumer Rights Act 2015 does not establish a specific "statutory warranty period" as such. Instead, it provides consumers with certain rights and protections when purchasing goods, including the right to a remedy if a product is faulty."

Okell

Personally I'm not 100% convinced that anything like this is an appropriate or responsible use of something like ChatGPT.

Some people (lawyers even!) have screwed up big time by using it without understanding what it does and its (many) limitations.

How to Use ChatGPT to Ruin Your Legal Career - YouTube

If you don't understand anything about the subject you are asking it about, you can't rely on it.  If you do understand it, there's no need to ask ChatGPT.  Moreover, my own view is that the grammar and syntax produced by ChatGPT is awful and that any literate person would probably do better)

I'm not certain people asking for advice on MSE should get responses based on anything from ChatGPT...

RefluentBeans

Definitely make clear to O2 you are seeking resolution under the CRA, not warranty. 

Did Apple open up the iPad? Did they check for water damage? If there is water damage - I think you’ll have a hard time to show the fault was not due to water damage. Whilst Apple have said there’s no cosmetic damage (congratulations - Apple are sticklers for putting anything down at all, so must be looking like new!) and have done some diagnostics, they haven’t produced a report that this isn’t consumer error, or a fault caused by you. 

Was the credit provided by O2? You will also have additional protection under S75, but if it was purchased by O2 they may just also reject that. But I would imagine there’s a specific team at O2 that deals with S75 as it’s distinct from CRA. 

Also I would generally avoid using ChatGPT to write a whole letter - sections are generally better but be sure to read them. Especially as there is a lot of wrong information out there that it may also include. Paragraph/section at a time makes it easier for you to be sure you agree with everything! 

the_lunatic_is_in_my_head

Okell said:

I'm not certain people asking for advice on MSE should get responses based on anything from ChatGPT...

One day that maybe all there is, scary prospect.

Even at the start the bit about the issue being “concerning” isn’t really appropriate, added melodrama for no purpose.

OP have you checked the CEO email site to see if there is a contact there for O2, you might get a better response.

Can anyone advise how phone contracts work with regards to the value assigned to the device? Is the extra £20 or whatever above sim only cited as the cost of the device or is just service and goods under one price? 

OIIIIIIIO

RefluentBeans said:

Definitely make clear to O2 you are seeking resolution under the CRA, not warranty. 

Did Apple open up the iPad? Did they check for water damage? If there is water damage - I think you’ll have a hard time to show the fault was not due to water damage. Whilst Apple have said there’s no cosmetic damage (congratulations - Apple are sticklers for putting anything down at all, so must be looking like new!) and have done some diagnostics, they haven’t produced a report that this isn’t consumer error, or a fault caused by you. 

Was the credit provided by O2? You will also have additional protection under S75, but if it was purchased by O2 they may just also reject that. But I would imagine there’s a specific team at O2 that deals with S75 as it’s distinct from CRA. 

Apple did not open the iPad - 11" Pro is apparently almost repair-proof, I don't think it easy to open. Anyway, there is definitely no water damage, it's in mint condition, very well looked after. Well, apart from the blank screen. We were very surprised by it's sudden failure.

Yes, the credit was provided by O2.

I will send them the above letter, and attach Apple's email, and see what happens.

RefluentBeans

OIIIIIIIO said:

RefluentBeans said:

Definitely make clear to O2 you are seeking resolution under the CRA, not warranty. 

Did Apple open up the iPad? Did they check for water damage? If there is water damage - I think you’ll have a hard time to show the fault was not due to water damage. Whilst Apple have said there’s no cosmetic damage (congratulations - Apple are sticklers for putting anything down at all, so must be looking like new!) and have done some diagnostics, they haven’t produced a report that this isn’t consumer error, or a fault caused by you. 

Was the credit provided by O2? You will also have additional protection under S75, but if it was purchased by O2 they may just also reject that. But I would imagine there’s a specific team at O2 that deals with S75 as it’s distinct from CRA. 

Apple did not open the iPad - 11" Pro is apparently almost repair-proof, I don't think it easy to open. Anyway, there is definitely no water damage, it's in mint condition, very well looked after. Well, apart from the blank screen. We were very surprised by it's sudden failure.

Yes, the credit was provided by O2.

I will send them the above letter, and attach Apple's email, and see what happens.

Yeah in all honesty for Apple to say there’s no cosmetic damage is incredibly rare - so must be in top condition! Last time I went in for a battery replacement they noted ‘smudged fingerprints on screen’! 

Be sure to make it clear you’re not asking for a warranty solution and that you are looking for a CRA solution. 

In addition - whilst this is going on - still continue to pay the device fee - but be sure to email them every time that you pay (and this is going on) that it’s payment under protest. That way it helps your case if you need to take it further and doesn’t mess with your credit score. Hopefully it’ll get escalated to a supervisor who can actually act in the best way. 

It does sound like it’s a faulty product and taken some time to manifest itself. Good luck!