UK Student Warranty Issues - iMac

Discussion in 'iMac' started by DJJAZZYJET, Jun 14, 2013.

  1. DJJAZZYJET macrumors 6502

    Joined:
    Jun 4, 2011
    #1
    Apologies if this is in the wrong thread, but it is iMac related.

    I have a Mid 2011 iMac, and unfortunately it has the screen brightness buzzing problem (there are a couple of threads on here about it) This has happened to it a couple of times, and eventually it disappears every now and then but comes back. It is very irritating, and so far no quick fixes i have encountered have worked (e.g changing plugs, moving router etc)

    I purchased my iMac through Apples educational store over the phone in the summer holidays when they were offering £65 iTunes gift cards). I was studying at college at the time, and in the UK a college is considered a Higher Educational institution. I rang up the education store, said I'm studying in college and I want an iMac on a student discount. The person I spoke to processed the transaction, and asked if I could send a scan of my college student card, and my college email address. I sent him the info after our phone call, and my mac was on its way.

    It is my understanding that when you purchase a mac from the higher educational store, you get a limited 3 year hardware warranty (its like applecare, but without the phone support). I never received this for some reason, even though I'm in higher education and I purchased over the phone, I should be entitled to it. On my billing document, it says i got a UNIVERSITY gift card, which you'd only get if you qualified for a higher education discount.

    To cut a longer story short, I called apple, got transferred to Applecare Agreement Administration and explained my situation. I had done research about the student warranty prior to calling, and sent a detailed email explaining my situation further, with valid links to support it. This is the email.

    'Ive been doing a lot of research about the warranty I believe I am entitled to receive, and it definitely looks like I quality for it. I have found out that the student warranty IS NOT the same as applecare, but basically it is 3 years warranty without the telephone support.

    This is the direct link of apples sales policy that clearly states in 10.1.1 - 'All Apple-branded desktop and portable computer products sold after October 1st 2005 within the framework of the HE National Agreement shall be subject to a 36 calendar month warranty period (the “HE National Agreement Warranty”) commencing from the date of delivery.' - http://store.apple.com/Catalog/uk_inst/Images/salespolicies_individualHE.html

    I am within the framework of the HE National Agreement because I attend Higher/further education.
    This is the link for the HE National Agreement - http://appleagreement.procureweb.ac.uk/Background.aspx

    I attended a 6th form college, and to back my argument a college is an insitute of higher and further education.
    https://en.wikipedia.org/wiki/Higher_education states that 'Higher, post-secondary, tertiary, or third level education is the stage of learning that occurs at universities, academies, colleges, seminaries, and institutes of technology'.
    https://en.wikipedia.org/wiki/Higher_education states that 'Colleges in England that are regarded as part of the FE sector include:
    General FE (GFE) and tertiary colleges
    Sixth form colleges
    Specialist colleges (mainly colleges of agriculture and horticulture and colleges of drama and dance)
    Adult education institutes

    This person had the same problem as I, and he managed to successfully receive the 3 year warranty he was entitled too, as I believe I am too. He also confirms that (at the end of the thread) 'So, for anyone who comes across this thread looking for positive confirmation, I can confirm (as of August 2011) that you will receive a free 3 year Apple Care plan with any Mac bought from the Apple UK Education Store'
    https://discussions.apple.com/thread/3106090?start=0&tstart=0'

    She investigated my issue and told me that I wasn't eligible to receive my warranty because the 'College' I attended (Beauchamp College) was not under an agreement with apple to provide an extended warranty. She quoted something about it from their educational policy, but I cannot find it. This for me is not enough to validate that I am not eligible to receive an extended limited warranty.

    I was asked if I had been sent any information on my billing document regarding applecare when I ordered my iMac, but I haven't. But, when I ordered a Macbook Air through the education store (I was and still am at university at the time) I received nothing about applecare either (I ended up returning the macbook air because it was faulty, and getting a full refund instead)

    What should I do? I am prepared to keep calling back and fighting for my case.
    Thanks
     
  2. Bear macrumors G3

    Joined:
    Jul 23, 2002
    Location:
    Sol III - Terra
    #2
    Does the UK require products be free of manufacturer defects for 2 years? If so and since you are within the 2 year window, you should be able to get it taken care of anyway.
     
  3. DJJAZZYJET thread starter macrumors 6502

    Joined:
    Jun 4, 2011
    #3
    I'm not sure, but i will check it out post haste.

    Many thanks Bear
     
  4. Beaverman3001 macrumors 6502

    Joined:
    May 20, 2010
    #4
    I've never heard of a educational discount getting a extended warranty. I could see if it the college has its own apple approved technicians (apple has a program for colleges to get their own repair department that is apple approved) but I have never heard of this happening through apple itself.
     
  5. Bear macrumors G3

    Joined:
    Jul 23, 2002
    Location:
    Sol III - Terra
    #5
    Different countries and different universities, different deals.
     
  6. DJJAZZYJET thread starter macrumors 6502

    Joined:
    Jun 4, 2011
    #6
    Yep, if you buy an apple product through the HE educational store, you get 3 years warranty. Its not the same as applecare, but it covers manufacturer defects.


    And Bear, thank you so much for giving me some hope.
    I have checked out the EU warranty, and now Im very annoyed because we do indeed qualify for it in the UK. I sent that very same link to the applecare agreement rep, and she never said anything about it!

    Tomorrow I am going to call the EU, explain my situation and get some extra help. The I'm going to call apple, further explain my situation, and when they agree to do something, I'm going to file a complaint against that applecare rep woman for not dong her job properly. I am thoroughly disgusted.
     
  7. DaveUK macrumors newbie

    Joined:
    Mar 17, 2009
    #7
    You're protected under the Sales of Goods Act for 6 years.

    If it's a hardware failure which shouldn't reasonably occur within that time frame you're probably covered.

    Taking the Sales of Goods Act route means it's for you to prove that the fault was inherent and not caused by something you have done. This simply means obtaining an engineers report confirming that the fault is due to hardware failure and not because the cat pee'd down the back of it!

    If you bought the machine from a reseller (PCWorld etc) then it's their responsibility to fix it, if you bought direct from Apple then it's theirs.

    My bluetooth failed 1 month after the warranty expired, I took it to a local Apple approved service engineer who confirmed the fault and Apple agreed to replace it. From taking it in, to getting it back took 3 days.
     
  8. DJJAZZYJET thread starter macrumors 6502

    Joined:
    Jun 4, 2011
    #8
    Hi Dave,

    Yes it has to be a hardware fault. There should not be a loud buzzing noise coming from the machine, which makes it an internal factory fault. I take great care of my machine, there are no dents, scratches etc, it has plenty of airflow and I clean out as much dust accumulation in the open ports as I possibly can with my hoover. This problem happened whilst I was still in warranty, I called applecare but the problem disappeared, so I didn't follow it up. Maybe I should have, but if they couldn't replicate the problem I guess they would say there was nothing wrong with it. Now the noise is just constant. I can still use the iMac, but I have to wear headphones to blank out the noise.

    Iv'e got my case number so even if I'm only covered for 2 years, I started the EU warranty claim before it expired. Im going to take it to the apple store, they confirm its a hardware fault and I get my iMac repaired.

    I found out I couldn't get a 3 year extended student warranty because the college I attended was not part of the HE National Agreement. :( Sucks!
     
  9. logicpro7 macrumors 6502a

    Joined:
    Sep 25, 2006
    Location:
    London UK
    #9
    3 year warranty comes as standard at the HE store. You can check online via serial number.

    Book a Genius appointment, walk into the nearest Apple store with Mac and they will check.

    I just had the wifes mbp fixed at Covent Garden store London 19 days before the 3 year HE warranty expired.
     
  10. DJJAZZYJET thread starter macrumors 6502

    Joined:
    Jun 4, 2011
    #10
    Hey guys.

    I managed to get my iMac fixed free of charge with EU warranty.
    Turns out the power supply was faulty, so its been replaced and my iMac is running just like it should be.

    Thanks for all the assistance, especially informing me about EU warranty. I really appreciate it :)
    All the best!
     

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