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Apple refuse to replace my New iPhone 2g!

I

Iphone3gs

macrumors 6502
Original poster
Jun 10, 2009
492
0
I live in the uk.

Apple (uk) refuse to replace my New iPhone 2g (uk version).


My IPhone 2g which I recently (within 6 months) paid Apple uk store £139 to replace my out of warranty IPhone 2g (US version).

The iPhone 2g (us version) I bought off someone with recipt offline in nov 2007. I got this version unlocked/jailbroken so that it can be used without contract.

When my IPhone 2g (us version) stoped working I tool it to the apple store they said after checking they can replace it but will charge £139.

I got it replaced with a BRAND NEW IPhone 2g (uk) version which was working. I did not unlock or jailbreak this phone.

Recently I tried a new tesco sim and now the iPhone does not work.

Took the iPhone 2g (uk) to Apple and they are saying they cannot fix it and cannot replace as on our system it shows you had a us version and it was out mistake in the first place to give that uk version.

I'm left with an iPhone 2g : screen states:

NO SIM CARD INSTALLED
INSERT A VALID SIM WITH NO PIN LOCK TO ACTIVATE IPHONE.

It has the USB and iTunes pic.

After putting aim inside: any aim it dosent work it states sim is incompatiable.

apple refuse to replace or say they can't fix ad on their system comes up as US VERSION only coz the original iPhone gave to them was US. The actual iPhone is UK.

Any advice from here: need phone fixed but I'm annoyed apple don't give me a replacement or fix it I did pay another £139 on top of the price I bought the iPhone 2g for.
 
Last edited:
You could always try to jailbreak and unlock the phone, and see if this makes it work.
 
Well, what's done is done - they need to replace this phone.

Try cleaning the contacts on the SIM to see if that fixes it. Try restoring the OS.

If not, take it back to Apple with your receipt and talk to a Manager - the mistake is theirs, not yours.
 
How is it Apple's fault? By replacing a US phone for a UK phone? Did THEY insert the invalid sim into the phone?????
 
If they're not going to do anything, jailbreak/unlock it. It'll only run 3.1.3 anyway right? And there's no problems/issues with that at all?
Or, put the sim (the tesco one, or whatever you plan on using) in, plug it into itunes, do a restore, see if that fixes it. I think there's a lot you can do at home to try to make it work without having to get anyone else involved
 
HitchHykr said:
How is it Apple's fault? By replacing a US phone for a UK phone? Did THEY insert the invalid sim into the phone?????
Click to expand...


After replacing the IPhone 2g I took it home and put in tesco sim...it worked fine.

After a few weeks the tesco sim stoped working
I got a replacement then after the iPhone would
Not work stated sim incompatible.

Do you think it's possible to get my money back?

They have stated no, but I'm hoping to try again.

They have stated my original iPhone 2g (us) version has been recycled.

As they are not willing to fix it or help me I want my
Money back from them.

Or even better replacement.

After them giving me a new iPhone 2g (uk) I did drop
It and it wasn't functioning they replaceded with a brand new one after 2 days of me having a new iPhone 2g (uk) version.

Them checking on the system seen that they had replaced 2 iPhone 2g already are saying they cannot replace it as
Already been replaced before.
 
gkarris said:
Well, what's done is done - they need to replace this phone.

Try cleaning the contacts on the SIM to see if that fixes it. Try restoring the OS.

If not, take it back to Apple with your receipt and talk to a Manager - the mistake is theirs, not yours.
Click to expand...

As the mistake was theirs do you think I am entitled to my money back.
 
The £139 you paid was for out of warranty service on your original iPhone (which is basically a replacement phone).
Out of warranty service comes with a 90 day warranty on the replacement phone, so unless you got this less than 90 days ago, you're out of warranty and any service would require the payment of a further out of warranty fee
 
Wait, I'm getting confused-

You had a iPhone (US version) and less than 6 months ago you paid Apple to do an out-of-warranty replacement for £139 and got a UK version iPhone?

You got a replacement under this policy?

http://support.apple.com/kb/index?page=servicefaq&geo=United_Kingdom&product=iphone

Are you sure it is the phone itself that is faulty, not the SIM or software?

The best bit of advice is to try and talk to someone a bit more senior, they have more discretion. Just be very nice and make reasonable requests (a full refund on an old iPhone would not be reasonable for example).

If Apple won't cooperate you could use your statutory rights. However, the biggest issue is that original US iPhone and whether the replacement constituted a new sale in the UK or not. This is why if you buy from abroad you should buy extended warranties- you can't force the company to do anything in the UK if you purchased it abroad. I'd try to argue Apple sold you the replacement- they charged you a set price (£139) for an item that is available to a range of people. It wasn't a service or a repair- you bought a product off them. That is what I would argue, but I don't know if it is right.

I'd send a letter to Apple customer services setting that argument out, and referring them to the Sale of Goods Act 1979 section 14(2) and in particular section 48A(3). Basically, products must be of satisfactory quality and last a reasonable length of time, 48A(3) says that in the first 6 months the presumption is the product is faulty and it is on the seller to prove otherwise. (2mins on Google will get you a PDF of the act)

If they still don't play ball you could take them to small claims court- it isn't nearly as scary as it sounds. I've bought one extended warranty in my life. As long as you play nice and are reasonable most companies will help once you start mentioning the law and courts in a polite way. I've never had to get as far as court- one of two things happens- (a) they do what you want to get rid of you (b) you finally get high enough in the chain to talk to somebody that realises you are right. (I got my broadband provider to exclude me from their latest price increase when I phoned yesterday, took a 15 minute free phone call. :D).

However, it all comes down to wether the replacement was a sale or not. Personally, I would consider a new iPhone, the 2G is pretty old!
 
Iphone3gs said:
After replacing the IPhone 2g I took it home and put in tesco sim...it worked fine.

After a few weeks the tesco sim stoped working
I got a replacement then after the iPhone would
Not work stated sim incompatible.
Click to expand...

Sounds like a bad sim or an incompatible sim. Why not contact Tesco and get one that WILL work in the phone and see if that fixes the problem first. It doesn't sound like the phone is bad, since it was working fine, but the sim. I mean the new sim has never worked; but the phone was working fine before installing it.

Even if the new sim is bad, and it damaged the phone, that's not Apple's fault, that's Tesco or your fault (inserted wrong or even zapped it with static).

I see no reason why they should replace it for you.
 
Thank you everyone's input people.

Very helpful.

First I will try going into the apple store with the letter with the goods act etc.

If i don't get the result needed then will take the steps
To jailbreak.

I'm hoping to go to apple store Tomorow evening.

I do have an iPhone 4.

The iPhone 2g I gave to my sister and she's having these problems...I'm trying to sort out this mess on her behalf.

Instead of having to fork out £500 for an iPhone 4 £139 for a brand new replacement iPhone 2g seemed more worth it at the time couldn't beat to fork out another £500.
 
The original sale was over three years ago. How long are they obligated to support the device? I'm not sure about how it works in the UK, but warranty's in the US are from the date of the original sale. Getting a replacement phone does not reset your original coverage (though the replacement/repairs are usually covered for some minimal period).
That said, despite have been given a new phone as part of "repair service", they may no longer have a warranty obligation.

*I mention the US because that was the sales point of origin and the beginning of the warranty terms.
 
Last edited:
Iphone3gs said:
After replacing the IPhone 2g I took it home and put in tesco sim...it worked fine.

After a few weeks the tesco sim stoped working
I got a replacement then after the iPhone would
Not work stated sim incompatible.

Do you think it's possible to get my money back?

They have stated no, but I'm hoping to try again.

They have stated my original iPhone 2g (us) version has been recycled.

As they are not willing to fix it or help me I want my
Money back from them.

Or even better replacement.

After them giving me a new iPhone 2g (uk) I did drop
It and it wasn't functioning they replaceded with a brand new one after 2 days of me having a new iPhone 2g (uk) version.

Them checking on the system seen that they had replaced 2 iPhone 2g already are saying they cannot replace it as
Already been replaced before.
Click to expand...

Apple already replaced it one other time, due to OP's user damage.

Perhaps OP damaged the current phone again? That's not Apple's fault because you already got two breaks.
 
So, you are asking apple to replace something that you broke.

Is that how it is in UK? Can I drive my BMW car right into the building and break it? And then go to BMW dealer to replace it because it's under warranty?

Jesus.
 
Consultant said:
Apple already replaced it one other time, due to OP's user damage.

Perhaps OP damaged the current phone again? That's not Apple's fault because you already got two breaks.
Click to expand...



It hasn't been damaged again.

It's a software issue this time.

I understand with regards to the BMW but you ain't getting my point.

The phone is not working of not of my fault.

Sim compatibility issue. It was working a few weeks ago now it's not. Apple stated phone needs to be unlocked.

As the iPhone is locked on O2.

But tesco runs on O2 server/network (watever you call it).
 
If it's a software problem it is 100% solvable, by you, at home. Restore it.

I'd also try getting a new sim before going through all of this effort to get a more than likely perfectly fine phone replaced.

It's been shown time and time again that these phones are damn near impossible to kill software wise.
 
Iphone3gs said:
It hasn't been damaged again.

It's a software issue this time.

I understand with regards to the BMW but you ain't getting my point.

The phone is not working of not of my fault.

Sim compatibility issue. It was working a few weeks ago now it's not. Apple stated phone needs to be unlocked.

As the iPhone is locked on O2.

But tesco runs on O2 server/network (watever you call it).
Click to expand...

Even if apple replaced it the one they replace it with will also be locked to O2.

JB/UL it. You'll have a fully functioning phone in less time than it would take you to drive to the apple store...

Edit: sorry for the double post.
 
err404 said:
The original sale was over three years ago. How long are they obligated to support the device? I'm not sure about how it works in the UK, but warranty's in the US are from the date of the original sale. Getting a replacement phone does not reset your original coverage.
Click to expand...

There is Apple's own warranty and there is the sale of goods act. Completely separate. I'm suggesting the OP may be able to treat the new phone as a new sale (as it was at a fixed price) so the sale of goods act kicks in.

hcho3 said:
Is that how it is in UK? Can I drive my BMW car right into the building and break it? And then go to BMW dealer to replace it because it's under warranty?
Click to expand...

No. Utterly wrong.


OP- like I said, check it really is the phone that is broken, not something else. However, don't confuse O2 and Tesco's network- they are separate despite using the same network (you really should have mentioned that originally!). iPhones from the Apple store usually come unlocked though, so double check it is locked to O2, then just jailbreak. If you become sure the phone itself is faulty then you can try the sale of goods act argument, but there are a lot of ifs and buts. Buying abroad has down sides- and here they are!
 
It was originally A US version iPhone.

But now they have given me an iPhone which is a UK VERSION surely they can't use the excuse it WAS a US version so we can't repair etc.


What's the solution of making the IPhone work without JAILBREAKING The phone.

Also is it possible to buy apple care for the iPhone?

iPhone us version was oringally purchased in nov 2007.

iPhone 2g (uk) was given by apple on nov 2010 replacement.

Apple care can normally be purchased within 12 months of buying the phone.


But ad I was given a replacement one , is it still possible to buy apple care?
 
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You cant buy it.. Jailbreak and unlock it and you are fine..
 
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