iphone repairs

antijoke

antijoke

antijoke

Caporegime
Joined
28 Jan 2003
Posts
39,925
Location
England
What are apple like for repairs/replacements on phones? My iPhone 11 Pro has just died completely out of the blue, was using it, put down and then it came up with a black screen saying "support.apple.com/iphone/restore.

Tried connecting to iTunes to restore three times and it failed, said I need to factory reset, tried that twice and nothing cannot do that, contacted apple who said I need to go to a service centre and my question is what does this entail? It's 10 days out of warranty lol. It's not been dropped or anything it just died.

Any advice?
 
Alpherah said:
If it’s out of warranty, and in store the device generates error codes, it’s replaced for out of warranty fee, which for an 11 pro is £539.

If it was purchased from Apple and has 0 damage they will cover in the second year as well under consumer rights.
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**** me. It was bought from O2 on a contract upgrade. What do you mean by generates error codes?
 
peige said:
I'm not sure how they will be with an 02 one, I bought mine direct and at 19 months it developed a faceid error, the faceid camera just stopped functioning. They did a few checks in store, verified it was hardware and replaced it for free in store. 1 year consumer and 1 year apple apparently on hardware.
I would book a genius appointment and take it to store.
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I got onto Apple straight away and they've booked one for Saturday afternoon. Not gonna lie though, I feel sick about the thought of it being 10 days out of warranty and being asked to stump up £539 for a repair on something I haven't caused.

This is the screen its stuck on:

https://support.apple.com/en-us/HT201263

ios13-iphone-xs-restore-iphone.jpg
 
Last edited:
Alpherah said:
iTunes (or Finder on Mac) - if the restore failed you’ll get “unknown error (xxxx)” with the X’s replaced by numbers.

Means a hardware failure usually.

Your best bet would be to complain to o2 and try to make a consumer law claim against them as Apple won’t be able to cover it, even a day out of warranty anymore
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Yes, I get error code 9. Hardware failure? So it's knackered?

unknown.png
 
Update (cross posted from the IPhone 11 thread)


So my iPhone 11 Pro is dead. Turned off on Monday and when I picked it up showed the cable/laptop screen and showing a URL directing me to restore...fast forward to today and the genius bar say that error 9 is basically DOA and I need to speak to O3 who I got the phone from and make a consumer law complaint, speak to O2 and they didn’t know anything so are supposedly going to ring me tomorrow morning to discuss it further as they simply told me i have to speak with Apple, despite me getting a print out from him saying the handset isn’t repairable.

Oh great.
 
Alpherah said:
Did the technician even try to restore it? What store did you go to?
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Yes, he looked at it after I said it got error 9, tried to sort it in store and it gave the same error (9) there so he said it’s a component failure in the phone that makes it unrepairable, was the Solihull store. He did give me a print out advising this too.
 
Feek said:
Aye but I think they're more forgiving if it was bought directly from them. I know I've had luck in the past which is why I prefer to buy direct rather than through a third party.
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i will certainly be considering buying direct from Apple in the future now to be honest.
 
Macstorm said:
Remember if its bought as part of a contract they are still obliged to repair whilst in the term of the initial contract as consumer law states that a product should work as long as can be reasonable expected (or something like that) so you should have coverage for device faults for the full length of the contract..
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My phone (according to an apple store) is not repairable.
 
So, I speak to O2 and get told to **** off basically.

They say phone is out of warranty and is chargeable, the best thing I should do is make a claim on my house insurance. The contract T&C's state that I do not get anything outside of 12 months warranty and anything through them is chargeable, the girl said that the consumer law does not mean I get anything.
 
I don't get it either.

When I mentioned that I will wish to speak with someone who I can register my consumer law claim with in the complaints department (she was in the repair department) she went off, saying I'm out of warranty and it's chargeable, Apple should not have told me to go back to O2, she just kept saying that it's a 12 month warranty and it's a charge for a repair.
 
As I say, this will influence future purchases for sure. The fact the O2 rep flew off the handle at even (politely) mentioning consumer law was quite something.

I Worked in a phone shop once upon a time, I know shouting gets nothing so politely asked and the shutters came down.
 
Possible. But as part of the process CAB advised I need to send a written letter with proof of postage and a set time of contact from them, so I guess it has to be done via recorded letter.
 
Well O2 just delivered a replacement handset. I ended up contacting the complaints review service but they resolved it pretty quickly and have sent me a refurbished replacement.
 
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