IPHONE 6S 18 MONTHS OLD CONSUMER RIGHTS.

[Anonymous]

Hi,

Just a quick question here that I'm hoping someone may have the answer to.

I have an 02 contract which is currently 18 months in of a 24 month contract.

Yesterday, my IPhone 6S (£600 iPhone purchased through 02 via 24 month contract) packed up and stopped working.!

I have spent an entire day chasing after 02 and Apple for answers to which none say the same.

3 trips into the 02 store to be told that I'm out of luck as the warranty is only 12 months, 2 trips into Apple to be told that the phone has a hardware fault and if I had bought the phone from them directly, they would replace the phone there and then as I have consumer rights.

02 told me that my consumer rights are only valid for the first 2 weeks of buying the £600 Iphone.

Apple eventually wrote me up an engineers report saying it was faulty due to hardware issues, it is said the phone needs a direct replacement at a cost of £280(ish) and that 02 should replace the phone under the consumer laws....

02's reply was that I either paid to repair the phone myself (outside of Apple warranty) or use my insurance and pay half the costs + excess...

I'm sorry to seem like I am rambling but surely if you buy a £600 top of the range Iphone on a 24 month contract, you would expect that phone to last atleast the 24 month period in order for it to be "fit for purpose"?

Thank you.

[viridis]

Love the fact that Apple set the warranty, then are advising people that the retailer should exchange under consumer rights.

Seems a bit slimy and underhand to me,

[jonsie]

They've been hiding behind this get  out, pass the buck, we ain't paying statement for 10 years now. Such faith in their shoddy product! 

[MercedesS]

Hello @Anonymous

We are really sorry to hear you’ve got a faulty iPhone. We can confirm that the iPhone comes with a 1-year warranty and if a fault occurs during the warranty period, both O2 and Apple can arrange a repair and if necessary, a replacement. But, outside of this warranty period, any repairs or replacements would be chargeable.

With regards to the two-year consumer rights you’ve mentioned, we have more information to help clarify things here: http://www.o2.co.uk/help/phones-and-devices/eu-directive-1999-44-ec I hope this helps.

And, if you’re unhappy with how your issue has been handled so far, please don't hesitate to talk to the Complaints team, but, as your iPhone has become faulty outside of its warranty period, the outcome is unlikely to change we’re afraid.

Sorry again

[adamtemp64]

@MercedesS we also have the community guide https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Guide-Differance-between-SOGA-and-warranty-exte...

[MercedesS]

You are right @adamtemp64, sorry I forgot to add the link. 

[adamtemp64]

@MercedesS I think @MI5 did in an early reply

[MI5]

Yes I did