Iphone 11 Stopped working 2 years into a 3 year contract, where do i stand?

[AJ2005]

My IPhone 11 has stopped working 2 years into a 3 year contract through no fault of my own,

I was rudely dismissed out of the Norwich O2 shop yesterday,

Where do I stand with regards to not having a phone to complete the last year of the contract,

[TallTrees · Accepted solution]

Good morning @AJ2005 

That is upsetting.  Do you have insurance?

I often choose the extra years  insurance on my purchases, my computer etc.

I  have no insurance on my phone I purchased up front so I too would have to deal with it myself. 

O2 shop assistants can't make anyone a special case I am sure you will understand that. I know you are upset though.

If I  had that problem I would take it to a mobile phone repair shop and get it inspected and if possible repaired.   

Best of luck 

[MI5]

@AJ2005 

Make an appointment with Apple to have a diagnostic check done on the phone.

It may turn out to be something simple. 

https://www.apple.com/uk/retail/geniusbar/

[AJ2005]

Have taken it to Apple and they have advised me to get in contact with O2,

I have a phone that's not fit for purpose to fulfil the contract I am paying for, surely O2 need to either repair or replace it?

[MI5]

@AJ2005 

O2 have no obligation to do so.

Apple only provide a 1 year warranty and that's all O2 are obliged to honour.

[AJ2005]

Sale of Goods Act 1979, Under the Act goods must be 'as described', 'of satisfactory quality' and 'fit for purpose'. The Act mean consumers have the right to ask for the retailer to replace or repair any faulty item for up to 6 years after an item was purchased. The IPhone I have is not fit for purpose to remain serviceable for the length of the contract.

[TallTrees]

@AJ2005 

@MI5 

The obligation is a guarantee/warranty for 1 year provided by the phone's manufacturer as MI5

stated.  Your concerns were dismissed by Apple my feelings are they the Manufacturer should provide a phone that lasts longer than their warranty of 1 year and Apple should be confident in their phones and  provide a much longer warranty.

Many decent Manufacturers of different products are offering much longer warranties with many caveats of course.

That does not mean that you can not employ a Solicitor to take the matter further and evoke/put into action the appropriate Consumer's rights Act in this circumstance.

Good Luck and best wishes

edited to add

There is also the option of a small claims court you can make the claim yourself  and ask for money back, replacement, repair.

I don't think it costs much either.  Find out the Registered Office of Apple in the UK write officially there firstly, giving them a chance to sort it out.  

[MI5]

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@AJ2005 wrote:

Sale of Goods Act 1979, Under the Act goods must be 'as described', 'of satisfactory quality' and 'fit for purpose'. The Act mean consumers have the right to ask for the retailer to replace or repair any faulty item for up to 6 years after an item was purchased. The IPhone I have is not fit for purpose to remain serviceable for the length of the contract.

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@AJ2005 

To invoke this you must provide evidential proof that the fault is due to a manufacturing defect that was present at the time of purchase and that can affect all devices of the same manufacturing batch. 

I suggest you contact CAB to get advice on how to proceed with this.

[TallTrees]

It has to be  present at purchase ~ and proved to be but after two years of satisfactory use, it is unlikely this claim would be considered valid @AJ2005