iPhone 5 19 months into contract and the camera has stopped working

on 01-05-2014 14:45
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on 01-05-2014 14:45
I've had my iPhone 5 for c. 19 months and the camera has stopped working. It appears that this is quite a common hardware fault (https://discussions.apple.com/thread/5327076). I contacted Apple who recommended several things (full restore to factory settings, etc) but to no avail. Then it came to contacting O2 who said that as the phone was out of warranty they would charge me for the repair. Under SOGA 1979 I know that I'm entitled to raise an issue with the phone for up to six years and even Apple's website now states the mandatory 2 year coverage. Given that it's a 2 year contract it's fairly reasonable to expect the phone to last for 2 years. I even tried Apple again who agreed with me that the SOGA covered this instance but O2 fail to understand either SOGA or the fact that the legal responsibility lies with the Retailer and not the manufacturer. They keep quoting the "Apple 1 year warranty" like a company mantra as if this magically removes any responsibility from them.
I have now raised a complaint with their Complaints department regarding what I think is a known fault with the hardware but after having read many dispirited stories about O2's legendary customer service I was wondering whether anyone had had experience with Small Claims Court proceedings and how effective/quick they are.

01-05-2014 14:53 - edited 01-05-2014 14:54
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01-05-2014 14:53 - edited 01-05-2014 14:54
Self help thread http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Guide-Differance-between-SOGA-and-warranty-exten...
Have you tried Holding the Top Button and Home Button until the Apple Logo appears, and then let go of both. Your iPhone will reset.
Apple can offer an out of warranty iPhone but a fee is chargeable.
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on 01-05-2014 14:54
With this you can then go to the Ombudsman or seek legal advice elsewhere.
CAB is a good place to start.....
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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on 01-05-2014 14:56
Hi, yes it is one of the many things I have tried along with installing a different camera app, moving apps around etc
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on 01-05-2014 14:57
Just to be clear I have to wait 1 week for them to respond to my complaint and then an additional 8 weeks before taking legal action?

01-05-2014 14:57 - edited 01-05-2014 14:58
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01-05-2014 14:57 - edited 01-05-2014 14:58
Have you visited an apple
Store by way of a Genius Bar appointment ?
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on 01-05-2014 14:59

The camera launches but the screen is black and then it freezes forcing you to quit the app

on 01-05-2014 15:02
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on 01-05-2014 15:02
Create a backup of all your data and restore the device as new.
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on 01-05-2014 15:04

01-05-2014 15:06 - edited 01-05-2014 15:08
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01-05-2014 15:06 - edited 01-05-2014 15:08
After that if it's a hardware issue then let's hope O2 / Apple do something for you.

