18-11-2016 07:35 PM
My iphone 6s has developed a crackle from the speaker when I make or receive a call. It started about a month ago and had I gone straight back they would have changed it under warranty, but now one month out of Apples 12 month warranty Vodafone want me to pay for it to be replaced, £264. The phone does not have a mark on it, never been dropped and always in a case.
Under the credit consumer act, products should be of satisfactory condition for a reasonable period of time, as Vodafone sell these devices on a 24 month contract, they should be expected to last 24 months. The phone has been back to a vodafone store and they have sent it away and want me to pay to have it repaired.
Would you accept the charge or would you fight it?
18-11-2016 07:46 PM - edited 18-11-2016 07:48 PM
Phones supplied by Vodafone are covered by a manufacturer warranty for 24 months.
Apart from Apples iPhone which is 12 months.
If if this was my situation I'd pop into an Apple Store and see if the geniusbar could help in any way. They do have more scope to help and I have seen them actually help even when the iPhone was out of warranty.
They do also provide a repair service.
And out of warranty replacements at a cost.
Info in Here.
Some more information in Apple Products and Consumer Laws in the United Kingdom
18-11-2016 07:56 PM
I popped into an apple store who told me they were fully booked, but that I should return to vodafone and it should be covered under the consumer rights act.
18-11-2016 08:04 PM
That's unfortunate that they were booked up.
You could book an appointment via https://www.apple.com/uk/retail/geniusbar/
You could if passing just pop in again. You may encounter a more helpful specialist.
Be firm that you want to speak either to a geniusbar employee or the shop floor manager.
They hopefully then should radio to the back of house team.
Just to ask have you tried a soft reboot by holding the home button and power button until the Apple Logo shows and let go.
Vodafone would reiterate the 12 month warranty Apple apply.
Anything past that is at Apples or the retailers discretion.
The seller of the phone are really your first port of call but Apple are renowned for their Customer service.
18-11-2016 08:07 PM - edited 18-11-2016 08:12 PM
"Six months or more.
After the first six months the burden is on you to prove that the product was faulty at the time of delivery.
In practice, this may require some form of expert report, opinion or evidence of similar problems across the product range.
Find out more about how to return a faulty item and claim a refund, repair or replacement from a retailer.
You have six years to take a claim to the small claims court for faulty goods in England, Wales and Northern Ireland and five years in Scotland.
This doesn't mean that a product has to last six years - just that you have this length of time in which to make a claim if a retailer refuses to repair or replace a faulty product."
18-11-2016 08:14 PM
Sale of goods act was up to October 1st 2015, my phone was purchased 1 week layter so comes under the consumer rights act which replaces the sale of goods act. It is not at Vodafones discretion at all, the problem though is me proving the fault has developed rather than been caused by myself. My nearest apple store is over an hour away. Vodafone have sent my phone away and confirm there is no damage to it, so what further proof do i need that it is defective and not damaged.
18-11-2016 08:22 PM
Yes sorry wrong link.
I was editing my post as you replied.
All I can say is my avenue would be as I mentioned in my earlier post 4.
I totally appreciate your situation and can only say that Anything past that is at your own discretion.
I do wish you well.
18-11-2016 08:44 PM
With the iphone being out of warranty, the best you can do is to take the phone into an Apple Store for a genius advise. You may well find Apple quite sympathetic.
The Consumer Rights Act won't really help you here, Vodafone are complying with the Act by offering a repair. You have to prove the phone was defective from day 1. If the problem is only recent, that could well prove a problem.
03-02-2017 05:37 PM
03-02-2017 05:42 PM
Appreciate what your saying.
It's Apple that applies the 12 Month Manufacturing Warranty.
Apple Care+ is available at an Apple Store if added by a certain timeframe but does cost extra.
May i ask what you've tried yourself to remedy it turning itself off.
Also if you have an Apple Store local you could try them.
04-02-2017 08:38 PM
I think people need to understand here that within the European Union, you are covered for two years on electical goods. In England and Wales, it's up to six years.
If the phone is faulty though no fault of your own (you've not taken it swimming or damaged it yourself) then they are obligated to repair or replace under the law.
Apple even have a statement on the website relating to this after their 12 month warranty was (rightly) challenged.
If the phone is not fit for purpose then they are obligated to help you.
04-02-2017 11:07 PM
As the original poster I should update on the progress. I finally got through to someone at the Vodafone consumer team who confirmed that it was covered for two years. Armed with an email he sent me I went into the store. The assistants were non too pleased but the phone was sent away again and replaced with a new (probably refurbished) phone. As I left they could not help but have a parting shot, "that's it now, no more warranty, the guy at Vodafone has been disciplined for sending you that e-mail". We shall see!
05-02-2017 08:00 AM
Thank you for your update.
But..... anyone searching for an answer should be aware that your resolution is very much the exception and not the norm.
As touched upon in all similar threads here and in other places the iPhone comes with 12 Months of Manufacturing Warranty and can be extended by Apples Apple Care+.
The information on Uk law in my opinion can't lwsys be applied and to be honest I've not ever had someone come back saying trying to apply these laws has been successful
In my humble opinion it's about time Apple thought about applying a 24 months Manufacturing Warranty. I've been using iPhones from the iPhone 4 launch up to the iPhone 6 Plus and had no issues really and their customer service is exemplary if your within the 12 months warranty period.
Right now they add 12 months and refer people to their information page on this Uk Law and detach themselves.
The Vodafone Employee who supplied you this email in my opinion has circumvented this period of warranty and could well of been out of their remit to do so.
It's great for you that the Vodafone Highstreet Store complied as thry could have refused even with your support email as its clearly not the correct information.
All that said it's good you eventually reached a resolution.
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