Screwed over with iPhone 4

Maxav

Just a warning to anyone thinking of buying an iPhone 4. I bought one on friday the 14th of this month, the internal speaker gave up the ghost on tuesday, just four days later!!
So wednesday morning I returned the phone to the O2 store fully expecting an immediate replacement, "sorry no can do, we can't replace it, has to be returned to Apple, any other phone and we'd replace it on the spot but etc, etc..........":mad::mad:
So begrudgingly I had to accept it, then yesterday I got a text from o2 stating that "Your faulty phone needs to be returned to the manufacturer, and the repair may take a little longer than originally expected" Now I'm hopping, where the hell has it been for the last week rather than going directly to Apple as originally stated? After going to the shop I got a phone call from the manager this morning and I told him I just wanted to cancel the whole thing, give me back my upgrade and I'll upgrade some time in the future. Guess what, can't do it you're outside the seven days grace period! I said I didn't even have it seven days, I had it for four days, you've had it since.
After going to and fro for a while over this he changed tack and then it was that actually because it was a repair rather than just being unhappy with the phone the grace period doesn't apply and even if I wanted to I couldn't cancel anything, I had to accept the repair either then or now......but rest assured that it'll probably be just replaced by Apple and it'll probably be sorted by friday week!!!!!! That'll be just the three weeks then....:mad:
Customer care gave me the same spiel and when I asked to talk to a manager? "They're all in a meeting but I'll ask for one of them to call you in the next 24 hours"
So I'm seemingly stuck with a phone I no longer want, a contract that as far as I'm concerned has already been compromised by the supplier and I'm not even sure if the phone that will come back at some unspecified date in the future will be new or repaired. Both Apple and O2 need a serious rethink on their customer care policies.
After the well publicised problems the iPhone has already had you'd think that this kind of service would be the last thing that would be offered on a "premium" product, so be warned not only does the iPhone 4 have the reputation it has garnered it also has the worst guarantee of all the products in the shop.
Although I probably should say that for 95 out of the 96 hours that it was actually in my possession I was actually happy enough with it.:rolleyes:

guil

how does it have the worst guarantee out of all the phones, ya should of sent it to apple urself, much quicker turnaround, as it is u gave it to o2, they send it to apple, apple send it to them and then u have to collect it

apple also state if ut not happy with the phone, ya can send it back within a month for a full refund, contact apple about it

seamus

This actually has nothing to do with Apple whatsoever, it's all to do with O2 - you haven't even spoken to Apple. Looks like O2 took the phone, gave it into some repair centre who took a week to "diagnose" the fault before sending it back to O2.

Since O2 have the right to remedy the problem, then you're stuck with this state of affairs until the phone comes back. Make enough noise and you should be able to get some credit added to your account.

Maxav

guil wrote: »

how does it have the worst guarantee out of all the phones, ya should of sent it to apple urself, much quicker turnaround, as it is u gave it to o2, they send it to apple, apple send it to them and then u have to collect it

apple also state if ut not happy with the phone, ya can send it back within a month for a full refund, contact apple about it

It was stated that anything else would be replaced with new on the spot, except iPhone, even sending it to Apple myself would incur a cost to me that I shouldn't have to bear. Surely one of the conveniences of dealing with a local shop is using them to sort out any problems for the customer.
Correct me if I'm wrong but the refund from Apple wouldn't have any bearing on the new 18 month contract with O2 or the loss of upgrade status either, which I assume I'll be stuck with either way.

Tom Dunne

Maxav wrote: »

even sending it to Apple myself would incur a cost to me that I shouldn't have to bear.

No, it wouldn't. Apple send out a courier to pick it up at no cost to you.

Anyway, sounds like it was badly handled by O2. Perhaps you could send Daryll or Paddy from O2 a PM (they are O2's official representatives here on Boards.ie and will genuinely do the best they can for you).

mad muffin

Maxav wrote: »

Just a warning to anyone thinking of buying an iPhone 4. I bought one on friday the 14th of this month, the internal speaker gave up the ghost on tuesday, just four days later!!
So wednesday morning I returned the phone to the O2 store fully expecting an immediate replacement, "sorry no can do, we can't replace it, has to be returned to Apple, any other phone and we'd replace it on the spot but etc, etc..........":mad::mad:
So begrudgingly I had to accept it, then yesterday I got a text from o2 stating that "Your faulty phone needs to be returned to the manufacturer, and the repair may take a little longer than originally expected" Now I'm hopping, where the hell has it been for the last week rather than going directly to Apple as originally stated? After going to the shop I got a phone call from the manager this morning and I told him I just wanted to cancel the whole thing, give me back my upgrade and I'll upgrade some time in the future. Guess what, can't do it you're outside the seven days grace period! I said I didn't even have it seven days, I had it for four days, you've had it since.
After going to and fro for a while over this he changed tack and then it was that actually because it was a repair rather than just being unhappy with the phone the grace period doesn't apply and even if I wanted to I couldn't cancel anything, I had to accept the repair either then or now......but rest assured that it'll probably be just replaced by Apple and it'll probably be sorted by friday week!!!!!! That'll be just the three weeks then....:mad:
Customer care gave me the same spiel and when I asked to talk to a manager? "They're all in a meeting but I'll ask for one of them to call you in the next 24 hours"
So I'm seemingly stuck with a phone I no longer want, a contract that as far as I'm concerned has already been compromised by the supplier and I'm not even sure if the phone that will come back at some unspecified date in the future will be new or repaired. Both Apple and O2 need a serious rethink on their customer care policies.
After the well publicised problems the iPhone has already had you'd think that this kind of service would be the last thing that would be offered on a "premium" product, so be warned not only does the iPhone 4 have the reputation it has garnered it also has the worst guarantee of all the products in the shop.
Although I probably should say that for 95 out of the 96 hours that it was actually in my possession I was actually happy enough with it.:rolleyes:

Your first mistake was going to O2.

Your second mistake was making that troll post.;)

I had a 3G with O2 it developed a cosmetic fault. Skipped O2 went directly to Apple. They sent me a courier bag.

A few days later I had a new iPhone 3G in my hands.

I got my iP4 2 months ago and hit has been rock solid.

BrianD

seamus wrote: »

This actually has nothing to do with Apple whatsoever, it's all to do with O2 - you haven't even spoken to Apple. Looks like O2 took the phone, gave it into some repair centre who took a week to "diagnose" the fault before sending it back to O2.

Since O2 have the right to remedy the problem, then you're stuck with this state of affairs until the phone comes back. Make enough noise and you should be able to get some credit added to your account.

It has everything to do with Apple as this is their returns policy. O2 don't fix the phones they just sell them like any other retailer. The guarantee and warranty is supplied by the manufacturer, Apple. More than likely O2 will send the phone back to an approved party who examines them and decides their fate.

Having said that if you found a fault on Day 4 and returned it at that point, it would be very hard for the operator to enforce the 7 day period. Stand your ground.

Fat_Fingers

OP was right to go back to O2, sure would be quicker to go to Apple but he was right to go back to where he purchased the phone

Sale of Goods and Supply of Services Act, 1980

If you are not satisfied with the quality of goods or services you can:

Return the goods to the supplier who sold it to you (you should not return the goods to the manufacturer)
Act as soon as you can – a delay can indicate that you have accepted faulty goods or services
Do not attempt to repair the item yourself or give it to anyone else to repair it
Make sure that you have a proof of purchase (a receipt, cheque stub, credit card statement or invoice)

Note: It is important to note that there are no hard and fast rules as to which remedy you should be entitled to. When seeking redress for problems with goods or services the circumstances of each individual case must be taken into account.

seamus

BrianD wrote: »

It has everything to do with Apple as this is their returns policy.

The OP hasn't even dealt with Apple though, so how can it be their fault?
Consumer law requires the OP to go to O2. He doesn't have to deal with Apple, ever, and likewise Apple don't even have to entertain him because they have no contract with him. But Apple's return policy does allow him to go directly to them.

mad muffin

Everyone should know that when it comes to Apple for anything to do with faulty products you skip the middle man and go straight to the source.

And they wouldn't have replaced the phone for you even if it was from another manufacturer.

Dades

Entering your IMEI code on the Apple site will confirm if you are in warranty.

After that, a call to their support line will put the wheels in motion to probably a new phone within 3/4 days.

It may the network's responsibility - but Apple will deal with it - and far more efficiently than O2.

Matt Bauer

This is O2's fault, not Apple's. My girlfriend had a similar issue with a Nokia smartphone she got from O2. Same treatment.

Other networks will just replace it if it's that new.

O2 suck. Steer clear unless you want to get taken for a ride.

BrianD

Matt Bauer wrote: »

This is O2's fault, not Apple's. My girlfriend had a similar issue with a Nokia smartphone she got from O2. Same treatment.

Other networks will just replace it if it's that new.

O2 suck. Steer clear unless you want to get taken for a ride.

You said it has nothing to do with Apple when it has, As the manufacturer, Apple set the terms and conditions of their warranty and after sales support.

The customer can't be expected to go back to the manufacturer for a mass produced item and they should always have local support via the point of sale who handles warranty via for the manufacturer as per the agreed method. If O2 send it to a repair centre then its the one that Apple agreed to use. If the warranty support for the product falls short of the customers expectation then the blame lies firmly on the doorstep of the manufacturer, in this case Apple.

Funniest thing that I ever saw was in Boston (2005) when I visited a shopping mall. There was a long queue already outside the Apple store. We thought there was a special sale taking place. After enquiring it turned out it was the repair lne. iPhone wasn't out back then.

grey squirrel

guil wrote: »

apple also state if ut not happy with the phone, ya can send it back within a month for a full refund, contact apple about it

Would this apply to an iPhone 4 from CPW on 3pay? If yes, how do i go about it?

Maxav

Sorry if a lack of eloquence on my part has apportioned blame on one or the other in this case, I'm POed with both companies equally in this case ( I'm all for equal opportunities)
I don't understand how Apple having had their phone slated already still put the customer last by forcing warranty restrictions on the likes of O2 so that goodwill and an easy resolution of such problems is impossible.
As for O2 themselves well they share in the responsibility by allowing Apple to set such restrictions and further compounding the difficulty by blatantly lying to their customers. If you tell someone that the phone is going to be sent directly to the manufacturer to effect as speedy a resolution as possible then don't then send them a text basically stating "we've had it for a week on a shelf but we're sending it to Apple now, sorry for the added delay"
Neither company has exactly painted a good picture of customer service.
I'm actually disappointed more than angry at all of this as I've had a 3G iPhone for over two years and been an O2 customer for about 4 having migrated from vodafone and up to this I've been happy with both.:(

guil

grey squirrel wrote: »

Would this apply to an iPhone 4 from CPW on 3pay? If yes, how do i go about it?

contact apple support

Maxav wrote: »

Sorry if a lack of eloquence on my part has apportioned blame on one or the other in this case, I'm POed with both companies equally in this case ( I'm all for equal opportunities)
I don't understand how Apple having had their phone slated already still put the customer last by forcing warranty restrictions on the likes of O2 so that goodwill and an easy resolution of such problems is impossible.
As for O2 themselves well they share in the responsibility by allowing Apple to set such restrictions and further compounding the difficulty by blatantly lying to their customers. If you tell someone that the phone is going to be sent directly to the manufacturer to effect as speedy a resolution as possible then don't then send them a text basically stating "we've had it for a week on a shelf but we're sending it to Apple now, sorry for the added delay"
Neither company has exactly painted a good picture of customer service.
I'm actually disappointed more than angry at all of this as I've had a 3G iPhone for over two years and been an O2 customer for about 4 having migrated from vodafone and up to this I've been happy with both.:(

i dunno why ya keep saying about getting the phone replaced there and then, i've never heard of it and only a few months ago my sister had a problem with an lg phone she got on meteor, she only had it about 3 weeks and went back to the store and they said all they could do was send it off for repair, no way would they give a new one

Maxav

I'm "going on about a replacement" as you put it because a breakdown within four days of purchase would warrant it as far as I'm concerned and because the statement was made in the O2 shop when I returned the phone that " if it was any other phone in the shop I could just hand you a new one "

guil

Post #12 contradicts ur statement about an exchange and like I have said already. My sister had the same problem with an lg with meteor

Maxav

guil wrote: »

Post #12 contradicts ur statement about an exchange and like I have said already. My sister had the same problem with an lg with meteor

I fully take on board what you're saying about your girlfriends problem with O2 and your sister with meteor, and thanks to your sharing I'm now wiser than when I started this post which is surely the the reason that Boards exists.
All I can do without foreknowledge of their experiences is explain what is happening to me and what the O2 staff have said to me in my dealings with them.
The tone of your replies seems to indicate that I have offended you in some way, if so I can only say that this was not my intent.

drunkmonkey

guil wrote: »

Post #12 contradicts ur statement about an exchange and like I have said already. My sister had the same problem with an lg with meteor

Your sister should have been given a new phone if her lg was in returnable condition.
OP should have also been given a new iPhone 4 without question once the fault was proven in store. It's hard to backtrack but the phone should never have been sent for repair a new phone should have been demanded.