iphone 5s - 16months old - hardware fault - Apple refuse to replace

[Anonymous]

Appalling customer service. My iphone won't turn on. Apple have diagnosed 'hardware fault' - say it's out of warranty so the only solution is to buy a new phone. Phone was new last Feb. Not impressed at all

[Cleoriff]

It is unacceptable...but I didn't think it was anything to do with O2 @jonsie I thought iPhones only ever had a 12 month warranty irrespective of which network they were on?

[Anonymous]

It is O2 who are covered by the Act, as you say, not Apple (unless the phone was bought from an Apple retail outlet - online or store). In the UK warranties are less useful than the Sale of Goods and Services Act. I agree that Apple should offer more than 12 moths, but that's by the by. O2 have to comply with retail Acts in the UK when doing business here.

[jonsie]

O2 are the supplier unless bought from Apple therefore the SGA applies to them and not Apple...

[Anonymous]

---

@jonsie wrote:

O2 as the vendor are the people that need to be accountable, not Apple, but they have no confidence in their own product to give more than 1 year warranty. Anyone else find this totally unacceptable for a £600+ phone?

---

but people still buy their products.....go figure!!

More info

[jonsie]

I would say sheep, but more like lambs to the slaughter....stand by for deletion....

[Anonymous]

---

@jonsie wrote:

O2 are the supplier unless bought from Apple therefore the SGA applies to them and not Apple...

---

It applies to whichever legal entity you have a retail agreement with, to purchase the goods or the service.  For a phone on contract it will probably be O2.  For a phone bought at an Apple Store, it will be the Apple Store (likely to be a separate entity to that which made the phone, but under the same legal parent).

If the phone is on O2 Refresh, then there is also a company providing credit and that company is jointly liable with the retailer.  See earlier post.