Advice on iPhone guarantees please

[FatBoyObese]

Have a bit of an issue with O2 with regards to my faulty iPhone 3G.
Story from the beginning:-

Went to my local O2 shop in February 2009 and got an iPhone 3G from them on an 18 month contract.
Around September/October time 2009 my iPhone developed a fault in as much as the vibrating alert stopped working.
They returned the phone for repair and after 1 week I got a brand new one returned to me.
This replacement phone has now become 'bricked' and is stuck in recovery mode.
This happened after I had downloaded the latest phone software update on iTunes......Backed my info up on pc and proceeded with the update and then when it came up with the 'click ok to restore data' i duly clicked ok.
Just as the restore was about to complete it came up with 'unknown error code 1016.
I tried all the hints and tips on the apple site but to no avail.
I returned the phone to the O2 shop again and they dutifully sent it off for repair.
I had a phone call today from the shop to tell me that my phone would cost £130 to repair.
I explained that the phone should still be under manufacturers guarantee to which I received the reply...."That doesn't count, the guarantee is based on contract time not phone age and your contract is in it's 13th month".
I might add that the phone was working perfectly well and faultlessly until I downloaded the update.

 

[startrek2]

allways take it back to apple shop... never o2 shop if indeed they send it off they send it where you coudlve taken it in first place and even 13 months thye wouldve probably honoured it..

the warranty on iphone is 1 year so in effect yours is out of warranty hence there charge i assume..

unless you purchase applecare,,

 

[FatBoyObese]

How does their stance stack up when you apply the new European regulation

Thanks to the new European Regulations, UK law now offers greater protection for consumers against products which develop faults within the first 6 months. The assumption is now that if it breaks down within this time period it cannot have conformed to the contract specification when purchased and you have the right to an automatic repair or replacement. Having said this, items which should last several years can still break down after this six month period. If the retailer or manufacturer’s warranty has run out, the shop is often quick to say there is nothing they can do before attempting to sell you an extended warranty. This is misleading. If you buy something which should last 7 years but breaks down after a year and a day, you can still claim it was of poor quality in reference to the durability aspect. In this respect it will help to know how long items such as washing machines or printers should last.

Also there seems to be no legislation over replacement products failing (namely the new phone being only 5 months old)

 

[big_ray_t]

I'm actually suprised o2 took the phone in for repair. I have had two new iphones now, but both times have had to take it to the 'Genius Bar' located in the Apple stores.

As for the warranty. You are right, it only lasts 12 months. Even if you receive a brand new replacement phone in your 11th month, this new phone is then only under warranty for 1 month.

As for it 'bricking' whilst updating, this seems strange. It is almost impossible to brick an iphone (apparently). If you are using xp, I suggest plugging your phone into an apple mac with itunes. If you dont have one, do what I did and pop to any apple store, as you can use any computer in there. This is definately worth a try.

Good luck

 

[mavers]

Firstly it doesn't matter about your phone contract per say, it matters when you got the phone. So if its been less than one year since you had the phone then your phone is under the 1 year manufacturers guarantee. Though o2 can be unhelpful and refuse to help, thus it might be best to goto apple directly (my girlfriend did this with her iphone, they gave her a brand new one straight away. Her phone couldn't find wifi and was about 6-7 months old at the time)

In your case, you are outside your 1y manufactures guarantee apple won't care. Your best bet is to phone o2, and explain the situation that this fault was supposedly fixed in September/October. I'm sure if you go up high enough and the phone has the same fault they might do something out of goodwill. I'd also send a politely worded letter (recorded delivery) detailing your issues and the fact the problem occurred within 1 year of purchase.

 

[Deleted member 651465]

It's not bricked.

There are 2 ways to put the phone in to recovery mode.


1 -

• Plug it in to iTunes and press (and hold) Home + Standby until you see the USB -> iTunes message

2 -

• Plug it in to iTunes and press (and hold) Home + Standby FOR EXACTLY 10 SECONDS.
• Now release the Sleep/Wake button - keep holding the home button.
• Continue holding the home button until you iTunes pops up a message telling you that it has detected an iPhone in recovery mode.
• (The screen on the iPhone should remain black)

Try method 2 and click "Restore"

 

[Mr Spew]

Sounds the same as mine (which was bricked), it was stuck with an Apple logo and the little round loading thing over the top of it (frozen), couldn't get it to do anything.

 

[spudbynight]

If you buy an item it is expected to be of merchantable quality and fit for purpose. It is reasonable for you to purchase an iPhone and expect it to last for more than 12 months. Apple will kick and scream but under UK law you have protections over and above a manufacturers warranty. There is some information here from the government's consumerdirect site here :

http://whatconsumer.co.uk/how-long-should-it-last/

Apple don't have a leg to stand on in trying to charge you a repair fee after 12 months. They may stick to their guns but you can take them to court online with https://www.moneyclaim.gov.uk - if it gets that far (fingers crossed they will be reasonable). If you take them to court they will lose (if they even try and defend it) and they know it. It will just be a case of them sticking to their guns in the hope that you give in.

 

[FatBoyObese]

It's not bricked.

When I took it into the shop that was what the guy said....

02 phone shop muppet That's knackered then, it's well and truly bricked

As for putting the phone into recovery mode.....that is what it is stuck in....recovery mode.......and believe me I have tried every way there is to sort it out using all the tips and hints forums I could get through, I spent over 7 hours 2 evenings on the trot to sort it.


Thanks for the link Spudbynight, I will be arming myself with it..........I also think that I ought to get the phone fixed free as they are expecting me to commit to an 18 month contract but supplying me with a phone that is not capable of working 100% for the 18 months

 

[Quint]

Just got to an apple store, forget o2.

 

[FatBoyObese]

Well....today I bit the bullet and jumped in the car and made the 70 odd mile round trip to my nearest Apple shop in Cribbs Causeway, Bristol.

Went into the shop and explained that until 23/3/10 my phone had performed faultlessly and it wasn't until I downloaded the new software update that my phone went all Pete Tong.
The Genius at the bar plugged my phone into their computer and tried every way I had to try and breathe some life back into it but to no avail.
He then went to a drawer and plucked out a nice shiny new phone and handed it to me free of charge saying that although there is normally a £145 charge for exchanging phones he used his discretion as it appeared to be a software issue as the phone was in 'as new' condition and the water detection paint stuff was still white on both external ports.
Bit pee'd off that I had to go to the store in Bristol to get this sorted but mighty glad I did, I never realised just how dependant I have become on my phone for e-mails and web browsing when researching for part numbers etc, not to mention the contacts list....without that the past few weeks have been murder for me.

Thankyou one and all for your advice, very much appreciated.
Moral of the story for me, like others it would seem, is screw 02 and deal direct with Apple.

The only thing that bugs me is that I am 02s customer and they are Apples customer so they should, in my mind, have done the donkey work instead of leaving it to me.
I was going to be putting 5 phones on contract with 02 but not any more....they're going with orange, who I was with for around 15 years with no issues worth moaning about.