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

[Anonymous]

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.

[Anonymous]

Hi.

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.

[MI5]

You need to follow the complaints procedure first, then if after 8 weeks there is no satisfactory outcome you need to obtain a "deadock" letter from O2.
With this you can then go to the Ombudsman or seek legal advice elsewhere.
CAB is a good place to start.....

[Anonymous]

Hi, yes it is one of the many things I have tried along with installing a different camera app, moving apps around etc

[Anonymous]

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?

[Anonymous]

Is the native camera app refusing to launch at all ?

Have you visited an apple
Store by way of a Genius Bar appointment ?

[Anonymous]

No 'ape' store because they want to charge me. All other users with the issue had to have their phones replaced.

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

[Anonymous]

Lol.

Create a backup of all your data and restore the device as new.

[Anonymous]

That's what I have already done (see original post)

[Anonymous]

People generally perform a reset via iTunes but don't set up the iPhone as a NEW device. They use the iCloud back up which if it has something that is causing the issue it will just download again resulting in the same issue.

After that if it's a hardware issue then let's hope O2 / Apple do something for you.