Apple refusing Consumer Rights Act claim – refurbished iPhone 13 failed after 2.5 years. Any advice?

florance

I bought an Apple Certified Refurbished iPhone 13 directly from Apple in March 2024.

In September 2026 it suddenly stopped getting mobile service. Apple Battersea inspected it and confirmed an internal hardware failure affecting the cellular and eSIM, with no signs of physical or liquid damage. They quoted £419 to repair it.

I've been back and forth with Apple about Section 9 of the Consumer Rights Act 2015 and reasonable durability, but keep getting passed between departments.

I eventually spoke to someone in Apple's complaints department who said I don't qualify under the Act. When I repeatedly asked why, he just referred me to Apple's T&Cs but wouldn't say which ones or put the refusal in writing.

Surely an Apple Certified Refurbished phone should last longer than two and a half years?

Has anyone had a similar experience with Apple? Is their own diagnostic report enough evidence to challenge this, or would I need an independent report?

MattMattMattUK

https://forums.moneysavingexpert.com/discussion/6687687/apple-refusing-consumer-rights-act-claim-refurbished-iphone-13-failed-after-2-5-years-any-advice

You would need an independent inspection that stated that the fault was present at the point of sale, just because it failed after 2.5 years and it was a hardware failure is not enough. Their own report is not enough because it just states hardware failure with no easily identifiable physical or liquid damage, it does not state that the fault was present at the time of purchase.

Woodstok2000

An Iphone 13 could be 5 years old at this point. Refurbished or not, thats a long time for a current smartphone to work with no issues.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/6687687/apple-refusing-consumer-rights-act-claim-refurbished-iphone-13-failed-after-2-5-years-any-advice

the reasonable life will be based on the total age of the device not the date you purchased it. Potentially it was 2.5 years old when you bought it and so is now a 5 year old phone in which case that would be a reasonable lifespan. Assuming its not the pro then it could have been much younger too, but thats the risk of buying refurbished that you dont know if its a recently purchased and returned unused or had 2.5 years of hard use before being polished up and put out for sale

florance

Thanks everyone for taking the time to reply. You've all made some fair points and given me a better understanding of where I stand. Much appreciated.

Aylesbury_Duck

Interesting to read this, because it's often said by people on here that they've taken their faulty Apple device purchased from elsewhere (Amazon, Currys, John Lewis, etc) to an Apple store, and Apple have told them that if only they'd purchased directly from Apple, they'd have had it repaired or replaced immediately. I've been doubtful about that, it's an easy promise to make when you have no legal obligation to a customer.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/82177325#Comment_82177325

Its far from unique to Apple, though they may be one of the more common one. A friend has the same issues with a pair of Levis when the seam split after a couple of wears, local levis shop said they would have replaced them there and then had they bought direct but as they bought them on a business trip from some local retailer they would have to go back there to deal with it.

Totally agree its easier to say when there is no liability, personally have found them to be good on the two occasions of needing their assistance with a potentially CRA (or SoGA before) issue over the circa 30 Apple devices we've owned over the years.