What are you on about.
@Brian Y 's example was to show how the UK '6 year rule' works, if buying from PC World etc NOT Apple direct.
The UK '6 year rule' still applies if buying direct from Apple.
But you are confusing people.
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Has anyone use the UK's Consumer Law?
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What are you on about.
@Brian Y 's example was to show how the UK '6 year rule' works, if buying from PC World etc NOT Apple direct.
The UK '6 year rule' still applies if buying direct from Apple.
But you are confusing people.
Manufacturers warranties aren't a contract (although they're often worded like them).
As an example, say you bought a MacBook from Currys. If Apple refused to repair it under warranty, you would need to take Currys to court, not Apple, because:
- Your contract of sale is with Currys, not Apple.
- The warranty is basically part of the product, so if the warranty is not fit for purpose, you bought it from Currys, so it's still their (legal) responsibility.
Currys would also be within their rights to ask you to let them repair it, not Apple. If Apple have repaired it 3 times already, you can't go to Currys and say "well you've had 3 shots at repairing it so I want a new one". If Currys repair it 3 times, or Currys specifically told you to take it to Apple, then you could.
Now, say you bought a MacBook from an Apple Store, and Apple refused to repair it under warranty - your contract of sale is with "Apple Retail UK Limited", so that's who you'd need to take to court.
Example 3 - you buy a MacBook Pro from Currys, and AppleCare from Apple directly online. You now have 2 avenues if it breaks, Currys (same as example 1), or "Apple Distribution International" (may have changed now AppleCare is largely insurance based), since they sold you AppleCare, a service, which isn't fit for purpose.
Example 4 - you buy an iPhone from Currys and AppleCare from Apple directly online. This time, instead of the iPhone breaking, you drop it, smash it, and make an AppleCare claim. If Apple refuse this claim, Currys would have no liability - since you caused it - it's not a fault. Your only option would be to take "Apple Distribution International" (or whoever does AppleCare these days) to court since the insurance isn't fit for purpose/they're not complying with the contract.
Hope this clears things up - consumer law is a very confusing thing (which is annoying - I understand why it's confusing since it's designed to be vague to protect all parties). But the underlying thing is that a manufacturers "warranty" included with a product isn't actually a legal binding contract with the manufacturer, but an additional part of the product you buy from the retailer.
I have had this problem three times with my laptop, and in the past Apple have fixed it without charge.
Note that that programme appears to have ended, and Apple say they have no parts to repair that problem now.
My laptop is 5 ½ years old now, so I expected to still be covered, as it plainly is a manufacturing defect. I will take this up with Apple Customer Services
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Please update us on what happens with this- I am in the exact same boat now.
(Ideally I would hope for a discount on a new MacBook Pro- but I am having to hold off buying one to find out what will happen)
I'm in the same boat. Submitted my proof of purchase on early 2011 pro. How long did it take for them to get back to you? Did they swap for the equivalent 15 inch or did you get the choice?
You doing this with a Senior Adviser? Once mine sent the report to Apple Legal it took just over a week.
They replaced for an equivalent 15", I could upgrade and pay but they wouldn't let me change for a 13"
Yeah I believe he's a senior advisor at AppleCare (although says apple international distribution on signature)
Is the equivalent the 2015 model or the touch bar one?
No reason it shouldn't. Did you have your proof of purchase or did you have to ask Apple for it?
Hello everyone, first post from me. I've not had a positive experience with Apple and U.K. Consumer law. My 15" MBP early 2011 just suffered the dreaded graphics failure. Had all the receipts from brand new (purchased from Apple in July 2011 with AppleCare) and supplied them to Apple. They (their legal dept) told me that because my machine hadn't previously suffered any problems and that the machine is now vintage they couldn't help me. Refered me to the consumer ombudsmen who informed me that Apple wouldn't 'engage' with them! Don't know if I've rolled over too easy on this but it's disappointing to say the least. Didn't know about this issue until it happened and all you good people on here. Good luck @Feeners
I got absolutely nowhere with a mid-2010 MacBook Pro that had a GPU (capacitor) fault, which is well documented as being an issue with that particular model, Apple just weren't interested at all.
Feels like they've pushed you aside without any real consideration. I think you need to go back to Apple and explain your position and your rights. They are liable for 6 years after purchase regardless of when the issues start, and if they need you to get a report on the issue like they asked me to then they should help you do that either through their store or a partner store.
Phone Apple Care UK and try and get the ball moving on this as your well within your rights.
I had to ask apple for it. Do you think that will have an impact? Got to take it back to the Apple Store to do another hardware check specifically for the CL claim so will see what happens when that gets sent through.
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Thanks @Jay1020. Did get a specific consumer law hardware check to go with your proof of purchase? The guy at AppleCare that I'm speaking to said they will just push it back if it doesn't have the hardware check to confirm the fault.
No shouldn't think so. Senior Rep told me to get it, so I contacted Apple Store Chat and asked them for it, took a few days to get sent through.
Also had to do a hardware check for the CL Claim, I did it at a Apple Authorised Repair Centre as there are rarely appointments in Brighton. Where you going for yours?
Apple Store in Meadowhall Sheffield. Got appointment Wednesday evening. There is a repair centre in Doncaster I was going to go to but they said thy would have to send the machine away and it can take two weeks!
Hi there it seems I am also in a very similar position, but with a 17" (early 2011) MBP brought in March of that yr.
Mine crashed in December but I didn't contact them until the beginning of Feb (7th), for various reasons, and was completely unaware of the 'Repair Program'.
I was given the runaround for almost 5wks before they even put the claim in to their Lawyers and it strangely took less than a day to get that exact same decision back as you mention - case sent: Thu, Mar 2, 2017 at 6:31pm > response delivered: Mon, Mar 6, 2017 at 2:53pm.
Retail/Consumer Ombudsmans won't give you any free help as Apple aren't signed up to them, the only cause of action I've been told is a civil claim or a class action lawsuit (if there are multiples of us willing to group together) both of which come at a personal expense.
This week I contacted various people at Apple by email ranging from Senior Support to Executives and even Tim Cook with my Case details. Also outlining how I've been given the runaround as it shouldn't have taken 4wks for them to put the Consumer Law claim in once I was told it was classified Vintage.
No one has replied yet.
Good Luck with it all, @brandscill has been very helpful in my case and the people on here are very supportive, this dilemma was also my very first post but over on this thread >
https://forums.macrumors.com/thread...nsion-program-for-video-issues.2030329/page-2
Just to update people. Went to the apple store in Sheffield, got them to run the hardware check specifically for the consumer law claim. Rang the AppleCare contact and told to upload the hardware check I got over email to a link he sent me. He then sent that off to the legal team along with the proof of purchase.
They came back to me 2 days later asking whether I would be sending the old machine back first or whether I wanted the new machine first with a hold on my credit card till they receive the old one. Couple days ago got another email with tracking info for the shipment and it'll be here next week!
They came back to me 2 days later asking whether I would be sending the old machine back first or whether I wanted the new machine first with a hold on my credit card till they receive the old one. Couple days ago got another email with tracking info for the shipment and it'll be here next week!
@Feeners ...So annoyed, but pleased for you.
I sent a letter to Apple lawyers 2 weeks ago explaining my case which is apparently exactly as yours. I got a call from a very standoffish guy called Kashif from Executive Relations only this morning confirming that they wouldn't replace my MBP and my only course of action is to take them to court.
I'm absolutely outraged I'm still finding people on this forum that are getting outcomes substationally more favourable.
I can't afford 'ambulance chaser' solicitors for a monetary outcome that will probably be less than the fees I spend on hiring them.
Can I just check that your MBP's had absolutely no issues/repairs prior to this logicboard video failure and also after the repair program finished (Dec 31st/16), as that is their reasoning they are giving me no 'care'??
@Feeners what was the actual deal that you have to send your old machine back, is that some sort of recycling program you've done with them in exchange for a percentage off a new laptop, or are you being sent one completely free?
I sent a letter to Apple lawyers 2 weeks ago explaining my case which is apparently exactly as yours. I got a call from a very standoffish guy called Kashif from Executive Relations only this morning confirming that they wouldn't replace my MBP and my only course of action is to take them to court.
I'm absolutely outraged I'm still finding people on this forum that are getting outcomes substationally more favourable.
I can't afford 'ambulance chaser' solicitors for a monetary outcome that will probably be less than the fees I spend on hiring them.
Can I just check that your MBP's had absolutely no issues/repairs prior to this logicboard video failure and also after the repair program finished (Dec 31st/16), as that is their reasoning they are giving me no 'care'??
@Feeners what was the actual deal that you have to send your old machine back, is that some sort of recycling program you've done with them in exchange for a percentage off a new laptop, or are you being sent one completely free?
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Not sure why you are getting the runaround. Prior to the latest failure at the beginning of January '17 (after that deadline) I had the logic board replaced in 2013 as far as I remember (under that quality programme) but no other repairs. So i don't know whether because it had failed twice, once during the programme and once after I was offered replacement, not sure.
The deal was they are giving me a replacement machine free of charge that at least covers the specs of my old machine. Because it was 15inch model they have given me the 15 inch touch bar model.
There were two options in how to receive replacement. Either I send them the old machine back and upon them receiving it they would send out the new machine or they send the new machine out now, put a hold on my credit card and if I don't send back the old one back within 14 days of receiving new one I'll get charged full price of replacement.
Did you get a hardware test done at the Apple Store to prove the logic board/gpu failure?
You should pursue an ambulance chaser that is no win no fee and claims the fee from the 3rd party. Or pursue them through the small claims court which is very cheap. Here you can represent yourself and a judge will rule on it.
Hey @Feeners thanks so much for replying back with all the info.
Yeh it seems that purely because you've had previous repairs that you are getting the good response.
Every time I ask why I they won't offer me similar outcome under consumer law they say it's because I never reported problems with my laptop previous to this complete shutdown. Even though I explained that I did have the failure sporadically for 2yrs but as it always just came back to life after the crash never thought anything of it till that fateful day last December when it didn't get any further past the whirring wheel and apple tone after another crash
I first called them in Feb 7th so maybe that's also the reason as it was 5wks after the repair program rather than just days later in January. I'm a freelance animator so not only is xmas costly but the tax man comes begging in January too, so that's why I left it till after all that to contact Apple as I'm clearly out of 'apple care' I thought I'd have to pay just to even talk to tech support let alone a possible diagnostics and repair expense.
After that call they sent me to an Apple Authorised Repair Company in Islington (MRSystems) who did the diagnostic check and found the only reason why it was failing was because of this exact gpu Video issue on the logicboard and absolutely nothing else wrong with it, they even joked that my machine looked like it had just come out of the box it was so immaculate.
Took a further 4 wks of me calling almost every 3days after that for any of the apple techs to even offer putting in a consumer claim to their lawyers, and came back in less than a day basically saying clear-off we don't care here's an ombudsmans link that you'll get no joy from because Apple won't respond to them!!
@brandscill for a monetary small claims court claim of £1844 (the price of my MBP) it will be an initial outlay of £115 then possible more fees if there's a court hearing and more again for a judgement to be enforced, PLUS a severe amount of confidence on my part to take on this massive corporate giant
IF THERE's ANYONE WHO KNOWS A GOOD SOLICITOR, I WOULD VERY MUCH APPRECIATE THEM CONTACTING ME,
my efforts will just be down to a google search and complete pot-luck in the pickings of the top 1st webpage draw, which are currently the typical no win no fee accident type lawyers!
Yeh it seems that purely because you've had previous repairs that you are getting the good response.
Every time I ask why I they won't offer me similar outcome under consumer law they say it's because I never reported problems with my laptop previous to this complete shutdown. Even though I explained that I did have the failure sporadically for 2yrs but as it always just came back to life after the crash never thought anything of it till that fateful day last December when it didn't get any further past the whirring wheel and apple tone after another crash
I first called them in Feb 7th so maybe that's also the reason as it was 5wks after the repair program rather than just days later in January. I'm a freelance animator so not only is xmas costly but the tax man comes begging in January too, so that's why I left it till after all that to contact Apple as I'm clearly out of 'apple care' I thought I'd have to pay just to even talk to tech support let alone a possible diagnostics and repair expense.
After that call they sent me to an Apple Authorised Repair Company in Islington (MRSystems) who did the diagnostic check and found the only reason why it was failing was because of this exact gpu Video issue on the logicboard and absolutely nothing else wrong with it, they even joked that my machine looked like it had just come out of the box it was so immaculate.
Took a further 4 wks of me calling almost every 3days after that for any of the apple techs to even offer putting in a consumer claim to their lawyers, and came back in less than a day basically saying clear-off we don't care here's an ombudsmans link that you'll get no joy from because Apple won't respond to them!!
@brandscill for a monetary small claims court claim of £1844 (the price of my MBP) it will be an initial outlay of £115 then possible more fees if there's a court hearing and more again for a judgement to be enforced, PLUS a severe amount of confidence on my part to take on this massive corporate giant
IF THERE's ANYONE WHO KNOWS A GOOD SOLICITOR, I WOULD VERY MUCH APPRECIATE THEM CONTACTING ME,
my efforts will just be down to a google search and complete pot-luck in the pickings of the top 1st webpage draw, which are currently the typical no win no fee accident type lawyers!
Hi All. Glad I've just found this thread. 15" MBP 2011 snuffed it with the GPU issue at the start of April 2017. Learnt about the repair program so went into store who did the diagnostic and confirmed the issue. Said they couldn't help and gave me the number for AppleCare. MBP is immaculate and never had any issues or repairs. It went through to legal who offered $259 (~£200) towards the cost of a repair, as that's what it costs (apparently) to have the logic board replaced. Obviously as the part is not longer stocked by Apple, I'd have to get a third party company to repair it and the Apple certified repairers Apple provided the names of get their parts from Apple. And so can't get the part. Went back into store and spoke to the store Manager. A really helpful guy who said normally in this stuation they refund the entire anount towards the cost of a new one. But couldn't process it as it was purchased from Apple Online (not retail). When asked the store manager advised the Logic Board part itself was around £450!! (as I suspected). Logged another call with AppleCare and currently waiting on the legal department. I only have 5 days left until the 6 year mark!
If you complain in 2017 about a fault in a product purchased in 2010, then they are absolutely right to be not interested at all. After 5 or 6 years, depending on whether you are in Scotland or elsewhere, you have no rights whatsoever.