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]

Good luck with this I hope you get the outcome your entitled to and a new or repaired phone

[davethorp]

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@Anonymous wrote:
Please let us know what happens because I don't think I've seen once from an update that a person who has gone down this route provide the final outcome.

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One possible reason for that is that often retailers will include a confidentiality clause in any settlement. Was the case for me with a retailer I can't name for legal reasons when my product that I can't name for legal reasons had an issue that I cannot describe for legal reasons 

[Anonymous]

O2 got back to me late last week and although they wouldn't admit any liability they were prepared to provide a replacement phone. That has now been received. I'm not sure this helps anyone but that's the result 

[Anonymous]

A reasonable result.

[jonsie]

Thanks for the update. I don't think a question of liability matters a jot as long as they have replaced it for you. Good result.:smileyhappy: