"Touch disease" and U.K. Consumer Law

[Trhodezy]

Hi all, sadly after having my iPhone 6 Plus for two years I now have the "touch disease" (https://www.macrumors.com/2016/08/29/iphone-6-touch-disease-class-action-lawsuit/)

Instead of jumping on the lawsuit bandwagon, or starting a new one for the UK, I was wondering... does the UK/EU Consumer law (5/6 year warranty I believe a lot of people confuse it for) cover this issue?

I only ask as technically this issue is a defect from the manufacturing process as I have done nothing wrong in terms of use to make this issue happen. What's everyone's thoughts?

 

[keysofanxiety]

Just go to an Apple Store and show them the issue. People are making a big fuss about this, but in all honesty Apple are mostly replacing the handsets in the UK, with few exceptions; even if you're out of warranty.

Make sure it's an official Apple Store, though. Resellers/distributors won't have any real weight to replace FOC.

If they won't cover it, ask them for a Genius Bar report & then post back here... we'll go from there

 

[Trhodezy]

Just go to an Apple Store and show them the issue. People are making a big fuss about this, but in all honesty Apple are mostly replacing the handsets in the UK, with few exceptions; even if you're out of warranty.

Make sure it's an official Apple Store, though. Resellers/distributors won't have any real weight to replace FOC.

If they won't cover it, ask them for a Genius Bar report & then post back here... we'll go from there

Thanks for the speedy reply! That's a load off my mind knowing that at least some people are having the issue rectified out of warranty. More peace of mind for me!

Awesome. I'll book a genius appointment with the Oxford store!

Out ignoring curiousity what does a Genius Report entail? Just intrigued.

Thanks again for the time spent to reply!

 

[keysofanxiety]

Out ignoring curiousity what does a Genius Report entail? Just intrigued.

Thanks again for the time spent to reply!

Basically a Genius Bar report is just a bit of paper they print out, saying what the problem is and how much it will cost to repair. It's got the Case ID and all that stuff on it. It just means that if you're having a little beef and they won't sort it out, you've got that confirming what the problem is. It should then allow you to escalate the case and hopefully get it sorted.

In all honesty, a bit of courtesy and a smile on your face is often more than enough. If people barge into the store, slap their phone on the desk and say "this is a documented issue, sort it out", then they won't get very far -- even if Apple are obliged to sort it out! Though I don't think you'll have a problem with that.

Please do let us know either way what the news is; even if they won't sort it out immediately, you won't have to give up hope.

 

[Trhodezy]

Basically a Genius Bar report is just a bit of paper they print out, saying what the problem is and how much it will cost to repair. It's got the Case ID and all that stuff on it. It just means that if you're having a little beef and they won't sort it out, you've got that confirming what the problem is. It should then allow you to escalate the case and hopefully get it sorted.

In all honesty, a bit of courtesy and a smile on your face is often more than enough. If people barge into the store, slap their phone on the desk and say "this is a documented issue, sort it out", then they won't get very far -- even if Apple are obliged to sort it out! Though I don't think you'll have a problem with that.

Please do let us know either way what the news is; even if they won't sort it out immediately, you won't have to give up hope.

Thank you very much - I'be booked the appointment. Will update this thread as and when.

 

[Trhodezy]

UPDATE:

Long story made short as I'm about to get off my train - I took it into the local Authorised Service Provider and they wanted to charge me £90 to take a look at it and then generate a report AND help me escalate it via Consumer Law Claim to Apple to get my phone fixed/refunded. Not happening; I've waited this long with the issue and not had to spend money may as well wait a tad longer.

I then called Apple, they said that without a web order ID or invoice to hand I cannot get a refund/repair set up over the phone. I'd have to take it into an Apple Store. Great.

Booked a visit to my ACTUAL Apple Store, two hours away, next week. Will take it in and be as pleasant as usual, explain the back and forth I've had betwixt the ASP and Apple Support and would just simply like a final decision/answer haha.

Will give you my final update as and when.

 

[Trhodezy]

PROGRESS!!

For those of you who were keeping an eye on this thread to see the outcome, I finally got an answer.

So I went into the Apple Store and the guy on the bar said that because, in my notes, I had to bend the phone to make the screen work temporarily he cant fix it as the damage could have been down to the bending. So I was basically turned away before being able to discuss this further.

Livid, I called up Apple and said "I'm making a formal consumer law claim, Apple has failed to comply on several occasions and I do not wish to be moved from person to person. I would like the UK HQ postal address so I can serve them with a letter of intent (of legal preceding)." He would'nt oblige, but organised a senior technician team leader call. I got the call and she said she'll send out a box immediately, after listening to the hassle I've been through and agreeing that it's not my fault.

Went in on the 20th, was repaired and sent back within 2 hours of receiving the iPhone, will be here Monday. We shall see if it's a replacement or a repair.

Then, that will be the final update of this not-so-thrilling saga.

 

[Gav2k]

If it was in and out in two hours they have issued a replacement.

For anyone else having the same issue just go to a genuine Apple Store. 9/10 they will replace the device as it's a known issue.

 

[maka344]

I've had an express replacement on a family members 6 plus recently for a different issue. Would this issue have been resolved/fixed in all replacements? What are the symptoms?

Thanks.

 

[Gav2k]

I've had an express replacement on a family members 6 plus recently for a different issue. Would this issue have been resolved/fixed in all replacements? What are the symptoms?

Thanks.

It's an issue that the 's' model fixed by being made stiffer.

Basically the flex in the classic allows the logic board to become damaged over time resulting in certain chips not making full contact. Net result is the touchscreen starts to fail.

 

[bhayes444]

It's an issue that the 's' model fixed by being made stiffer.

Basically the flex in the classic allows the logic board to become damaged over time resulting in certain chips not making full contact. Net result is the touchscreen starts to fail.

It's not only the flex in the chassis though. The location of the Touch IC on the logic board, the lack of underfill, and the lack of a stabilizing metal plate over the Touch IC help in causing the problem.

 

[Trhodezy]

If it was in and out in two hours they have issued a replacement.

For anyone else having the same issue just go to a genuine Apple Store. 9/10 they will replace the device as it's a known issue.

Here's hoping. Didn't know if they still had the original 6 Plus in stock, one could hope it's a free upgrade. haha.

I've had an express replacement on a family members 6 plus recently for a different issue. Would this issue have been resolved/fixed in all replacements? What are the symptoms?

Thanks.

The 6S fixed the touch disease issue in the below quoted ways. The only symptom I had was the screen being totally unresponsive then suddenly working again, take it to a store the second it does this because it only gets worse..

It's an issue that the 's' model fixed by being made stiffer.

Basically the flex in the classic allows the logic board to become damaged over time resulting in certain chips not making full contact. Net result is the touchscreen starts to fail.

It's not only the flex in the chassis though. The location of the Touch IC on the logic board, the lack of underfill, and the lack of a stabilizing metal plate over the Touch IC help in causing the problem.

 

[evoga]

I took my over 2 years old iPhone 6 Plus which didn't have apple care and they swapped it for a as new refurbished unit. The Apple staff were great and the service will keep me buying Apple products.

 

[T5BRICK]

I took it into the local Authorised Service Provider

It seems that AASPs aren't very helpful when it comes to phone issues. I'd advise avoiding them.

 

[dazb69]

We took the father-in-laws into Apple 2 weekends ago. They were aware of the issue straight away and described the reason why etc however they wouldn't replace it, and told us it was 79 days out of warranty and purchased via O2 (contract).

We were told we had 3 options.

• Pay £276 for an out of warranty repair
• Upgrade to and iPhone 7 and receive £190 cashback if we could trade in the defective iPhone 6 as working (Genius bent the phone to get the screen working again)
• Take it up with O2 under consumer law

Father-in-law was looking to upgrade anyway so we went with option 2 as no one else would take it as a working device and the £190 was enough to cover the remaining balance on the O2 contract.

I assume that had the device been purchased directly from Apple we would of received a replacement as we would of followed up with consumer law with them? Which is what Apple advised us to do with O2?

 

[3pp]

We took the father-in-laws into Apple 2 weekends ago. They were aware of the issue straight away and described the reason why etc however they wouldn't replace it, and told us it was 79 days out of warranty and purchased via O2 (contract).

We were told we had 3 options.

• Pay £276 for an out of warranty repair
• Upgrade to and iPhone 7 and receive £190 cashback if we could trade in the defective iPhone 6 as working (Genius bent the phone to get the screen working again)
• Take it up with O2 under consumer law

Father-in-law was looking to upgrade anyway so we went with option 2 as no one else would take it as a working device and the £190 was enough to cover the remaining balance on the O2 contract.

I assume that had the device been purchased directly from Apple we would of received a replacement as we would of followed up with consumer law with them? Which is what Apple advised us to do with O2?

Correct. As you purchased your replacement, new iPhone 7 you're now covered by CL with Apple who are great at honouring it.

 

[Trhodezy]

It seems that AASPs aren't very helpful when it comes to phone issues. I'd advise avoiding them.

Like the plague now.

 

[Trhodezy]

So the "fix" (being a replacement display) hasn't worked. They didn't replace the chipset. Sending back in for a new iPhone.

 

[LoveToMacRumors]

So the "fix" (being a replacement display) hasn't worked. They didn't replace the chipset. Sending back in for a new iPhone.

Keep us posted