Adware fault on XS max

[Libs]

I have an iPhone XS Max that I’ve had on contract with o2 since September 2018. Yesterday the phone suddenly started restarting every 2 minutes and then the back camera wouldn’t work. I contacted apple today and they advised after a diagnostic test that it was an adware issue behind the back camera but because it was outside the 12 month warranty it wasn’t covered for free repair. This phone is still under contact with o2 until next year. Apple advised me about the consumer law rights and that for 6 years after taking out a contract I have rights. They told me to contact o2 but o2 just shut me down and said no it’s outside warranty we can’t help. I can’t afford £546 for Apple to repair this and I certainly didn’t expect this on a phone that’s less than 18 months old and still on contract.

Any advice please? Do I have any rights?

[MI5 · Accepted solution]

@Libs 

Unfortunately the problem is that Apple won't support a warranty any longer than 12 months.

O2 are bound by the Apple policy.

See the difference between SOGA and warranty here https://community.o2.co.uk/t5/How-to-Guides/How-To-Guide-Difference-between-SOGA-and-warranty-extend... but to be covered for the 6 year period you have to prove a manufacturing fault at the point of sale.

Apple do this deliberately to force customers to take AppleCare+ cover.

[Libs]

Thank you. It’s so disappointing I’m stuck with a phone I can’t use yet I’m under contract.

[MI5]

@Libs 

As the phone is now out of warranty, you cannot hurt anything by taking it to independent repair shops for quotes.

You may find significantly cheaper repair costs than Apple will charge you.

[viridis]

" I contacted apple today and they advised after a diagnostic test that it was an adware issue behind the back camera but because it was outside the 12 month warranty it wasn’t covered for free repair. This phone is still under contact with o2 until next year. Apple advised me about the consumer law rights and that for 6 years after taking out a contract I have rights.'

I do love it when apple pull this one.
It's really disgusting how they throw their retail chain under the bus due to their warranty shortcomings.
I wonder... But what if you bought it from Apple?

Well you could try printing this and go into O2 and be firm...
https://www.apple.com/uk/legal/statutory-warranty/

[MI5]

I'm not even sure what an"adware issue behind the back camera" even is??

[gmarkj]

Think the "h" and "r" are missing (hardware - not of the cable this time. Maybe of the lead though...)

[jonsie]

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@gmarkj wrote:
Think the "h" and "r" are missing (hardware - not of the cable this time. Maybe of the lead though...)

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makes more sense......

[viridis]

Keyboard might be screwed too....