iPad bought from Very using credit

Undervalued

Tummylove said:

Bought an iPad from Very 18 months ago. 

It has a fault which Apple have confirmed  in writing that there is no sign of misuse and due to age of the product we should contact the retailer. They also verbally confirmed that if we bought it from them they would have replaced it for free. They have quoted a price to repair (which is basically a replacement). 

OH had the account so has dealt with them so far and cant remember if he’s actually asked Very for a straight replacement but all they’ve offered is return or refund but after being given a copy of Apple’s report which says that the cost to repair at £449.17 exc VAT (so £539 to us) they won’t let us return as the repair cost is over 50% of the value of the item and our only option is a refund. 

The refund they are offering is less a 20% wear and tear charge as we’ve had the item for 14 months. However as it was purchased with a 20% discount they are offering effectively just more than 60% of the cost of the item back if we have to replace a RRP. We paid £758.40 (after the discount for using their credit) so we’d get back £606.72 which is actually more than the repair. 

He is saying that Very will need the iPad back (but has not asked this question) if we accept the refund. 

What I want is for them to replace it for us or for them to give us the money to go to apple (or pay apple directly) and get it repaired for the quoted price. If we do that clearly we need the old one but if they do it they could also recover the VAT making it cheaper for them too. If we don’t have the old one it will cost us considerably more for a new iPad. 

Can anyone share anything that shows that we have any right to ask for a replacement and not a refund. I thought that all three options are in the Act? Or us to be able to take the refund and get the iPad repaired as the apple shop have quoted for? I can’t find a definition of 50% of the item being the limit for uneconomical (but I am on a phone with a small screen trying to read the act!). It references disproportionate but I’d have thought £449 for a £758 (with our 20% discount) isn’t actually disproportionate as a repair cost. 

Also slight aside as I just want it fixed but given we got a discount for using a linked but different credit product should the start point be the cost of the product or the cost after the discount for taking out their credit? We didn’t need the credit and wouldn’t have taken it out if it had been made clear we were reducing our right to get a satisfactory solution to a faulty product. 

Thanks so much!

A 20% wear and tear reduction is about right for 14 months. Generally a life of six years is assumed so a year would be about 17.5% and 18 months would be 25%.

The change in the new price now compared to when you bought it doesn't really come into it as, particularly with technology, there could be a significant difference either way. The argument would be that you were happy to buy an assumed six years use for £XXX so a refund in proportion to that is fair.

One other point. Given that this is a expensive iPad was it bought for business use? If so then consumer legislation doesn't apply. You still have contractual and legal rights but they are different from those being debated here.

dumpster_fire2025

DullGreyGuy said:

So based on the numbers and using Wayback Machine I am guessing this was the entry level M1 iPad Pro? Looks about the same price as you state it was before the discount 18 months ago. 

https://www.apple.com/uk/shop/product/FHW53B/A/refurbished-11-inch-ipad-pro-wi-ficellular-128gb-space-grey-3rd-generation

So right now you can buy the same device but with Cellular and higher storage for £40 more than they have offered you which will come with a new 1 year warranty. 

Alternatively you could buy a larger 13 inch AirPad Air with a newer M2 chip for a similar price

If this is indeed the device the OP has then taking the cash and buying this refurb is far and away the best option. I've had a few refurbs from Apple and I'd say they were indistinguishable from brand new, and as a bonus this has a 1 year warranty that the OPs will no longer have.

Trying to force Very to repair the 18 month old iPad (and that's all they'll do, repair what's wrong) seems crazy when you could just buy this.