That's terrible. It's increasingly becoming an issue with Apple now. I've heard from many people with issues that Apple are being long winded repairing or fixing the issues.
Please note: I am not a professional lawyer or solicitor. This is purely sharing my experience in the hope it will help others. Please do you own research and seek professional advice before acting upon it. Also, your country may have different consumer laws to the UK.
Great video, I am also having the same issue but I have a MacBook Pro 15 inch late 2015 retina but I have had it for 5 years just about to finish it. They said that my “logic” board was the key issue but had to pay £588 to get it fixed as it was off “warranty” does this cover it? Bare in mind they said that they cannot see any issue and couldn’t see any signs of misuse. I’d appreciate from hearing from you. Peter
Shame on Apple. They need to educate their staff on the law. Thanks for going through all the hassle you experienced and making this video as I am sure this will help people get what they are legally entitled to.
They do educate their staff. I was an employee of apple about a year ago. They tell us NEVER to mention consumer law unless the customer brings it up first. Basically, we’re told to paint the customer into a corner and force them to spend money.
Apple employees are hammered the management to keep as much money in the company as possible, but consumer law is there to protect us from the unscrupulous tactics employed by some companies to bamboozle consumers into thinking they don't have an option other than put-up with a defective product. When my iPad Air (1st gen) started crashing then just refused to start at all, I returned it to Apple, well outside the 1-year warranty. At first they said I would have to have it repaired, but the cost was going to be almost as much as buying a new one. Once the Consumer Law was sighted... it was replaced on the spot - no argument... a new one came out the stock room and off I went. Thanks Dave for this very useful video. Know Your Rights!
I have a macbook pro m1 I am facing several issues with it the store has replaced the same part again to be total of 3 repair of the same and the device is still in waranty and how could introduce the consumer law to apple
Thank you for sharing this. I’m going through a difficult time with Apple too... your story really resonates with me. I hot there’s a happy ending for my story too.
Hi Dave Well I am going through something similar. My laptop has been malfunctioning, it abruptly shuts down at random battery percentages and when it does restart the battery displays a higher percentage. Quite often the screen crashes and some magenta lines appear on the screen. Although, my device is still under it's warranty coverage, I live in India and I'm quite concerned about how to approach the issue
I am facing this issue with HP, bought it 20 days back.. initially it was an audio issue, speaker gets muted and can’t u mute unless restarted, they have reset the system twice after uninstalling audio drivers but the problem persists and yesterday it refused to start because the bios files are corrupted.. I am being denied a replacement because it’s over the 14 day policy and because they say it’s a software issue.. why do I have to go through so many issues on a new machine? It’s unfair
I would push them again for a replacement. The software is an integral part of the hardware experience. They are sold together as a package. I hope you get it resolved.
I have an old MacBook Pro from early 2015. It has a problem with the battery; it says battery Service is recommended, and the 13inch 2015 Macbook is not yet vintage. I use Mac Big Sur macOS 11.6.8. The first MacBook Pro 13 came back in March 2016. I got my main second Mac mini (M1, 2020) last Dec 2021. Today, I will be contact Apple support for this problem, I had it seven years , I hope it fix or replace and I will be use my customer rights law.
I’ve got a 12 inch MacBook (early 2015) which keeps dying out after less than 3-4 hours on a full charge and sometimes dies randomly even though there’s still some charge remaining. It’s only on 550 cycles and apples website says that it’s laptop’s battery’s should last 80% up to 1000 cycles but the Genius Bar have said I cannot claim with consumer law because the battery is a “consumable part” but surely it is faulty? I’ve also got a shared family MacBook Pro which is on nearly 900 cycles and is not experiencing any lesser battery than when it was purchased in 2014. Can anyone suggest what I should do
For consumer law to kick in you have to prove it was a fault at the time of manufacture. I would print that part from the Apple website and ask to be put in touch with a senior adviser.
Hi Dave, I wish I had known this when I had a similar if not worse experience with a well known online watch retailer. Over the course of a YEAR! I returned my daughters watch FIVE times each time receiving it with the original problem. The staff were extremely rude and dismissive and being solely an online outfit there was no store I could go to in order to plead my case. Eventually they relented and issued a refund but had I known this I would have got a resolution far sooner. I'll certainly bear it in mind in future. Great research Dave, stick it to the man! Mark
I have similar issues with AirPods unfortunately.Buy them from John Lewis Apple told me I have to go to the seller to exercise my consumer rights. But conversation with their staff o they out of 1 year warranty and will cost you to replace them no mention for consumer rights. So they actively trying to sell you they warranty ,but trying to avoid conversation for your consumer rights
Well done for standing your ground and getting a resolution to the problem Dave. I'm glad it all worked out for you in the end. I think the only alternative Dave is to bite the bullet and make the slow change over, I'm guessing you have another form of handset around, so you could change for a different laptop and then start looking for a buyer for the Mac Pro so you can swap over to a different editing computer for the suite.
I'm currently a Uni student and my macbook started acting up out of nowhere, I will be traveling abroad for Uni this semester and will pass my warranty during that time and needed my device (which was working completely fine) repaired but they are giving me grief. Went to 3 stores to try and get this issue resolved to no end. I agree with your comment on the apple ecosystem and how unfortunate it is. It feels as though they are taking advantage of this exact thing. Currently in the usa with no idea how to proceed
Hi, I also have an issue with my 2019 MacBook Pro where my display seems to be cracked and is now unusable. I am not sure if this is accidental damage because this happened in my backpack, and I have already had 2 display replacements with my 2016 MacBook Pro, and I'm aware that they have a very similar display, so I feel like this is a manufacturing defect. Additionally, the fans are always running when I use the computer for simple tasks such as a Word document and this tends to disrupt me during my lesson, since I take this device to school. The computer gets very very hot to the touch and it is unbearable. I believe this is also a manufacturing defect, since it has been like this since purchase. I've also had issues with the keyboard, and I am aware of the butterfly keyboard issue, which is also a manufacturing defect. I live in the UK, but bought the device in the US. Will I still be able to exercise my consumer rights?
I have the same problem in my laptop which is of dell. Over the last two years from the date I purchased it, system gave me problems enormous time and well changed parts like motherboard and LCD frequently. But errors are still not stopping which eats up my time to call them again and go through the process again. I want the replacement from their side but they refuse. What should i do?
As long as it was Dell who changed those parts, tell them you want it swapped or refunded under UK Consumer Law. If you are outside the UK, then you would need to research what consumer law is in place.
Hi, please help if you can, In terms of e-waste laws, is it legal, in the UK, for a company (Apple), to refuse a trade-in, If them deem a product to be “too faulty”? 2. Will Consumer Rights be able to rectify this (laptop not bought directly from Apple)
Hi! I bought a MacBook Pro 2019 15 inches 2 times changed display for dead pixels and today i took my MacBook pro to the apple store again and they said we would like to apply higher manager or something like this and reply to me in 2 weeks max i really dont want this anymore the person who talked to me said probably we can replace it with a new one or change the screen again, the question is if they change the display again that will be the 3rd time and i am still not satisfied with that...However, this is not the first MacBook pro i used to have a MacBook pro 2015 13 inches and i sold it to my friend used 4 years without any problem but this one not reached a year and dead pixels are in my nightmare now...
@@geekanoids Thank you for your reply! Yes, i think the genius bar employee also see my reaction and stress on this and she took the computer to the repair room and talked with someone, after that she asked me please wait for our call max in 2 weeks and asked me that did i keep the box with me, i said yes its still at home...The sad thing is an overpriced pc for long time use, that kind of problem really annoying...Plus i do not believe this is just a display problem when i search online about the dead pixels 2 results are coming up 1 - manufacturing problem 2 - transistors are not able to provide enough energy to the display which is more horrible...I will keep u update about this...
I have a 2017 MacBook Pro and sent it off for a screen repair 1 year ago, the screen was fixed but they sent it back and the fan is now ineffective and is very loud that coupled with battery problems due to the fan I'm hoping they can replace/refund as repairs last time left it in a worse state.
So I clicked this video because I'd like to know what to do if Apple refuses to fix or replace my laptop - but as soon as I heard you speak I knew this wasn't relevant to me because of where I live. I live in the USA, where we don't have appropriate consumer protection laws. Thank you for sharing your experience! I hope it helps many people from the UK.
What if this is a software fault? I have been having problems using Sidecar for more than a year and contacted apple support countless times and it still happens on current Software versions. And I bought a new MacBook recently and with that there was no problem. I read in SOFTWARE LICENSE AGREEMENT a Disclaimer of Warranties, does it mean there is nothing I can do but to put up with it?
I recently switched out of the apple ecosystem- at first it was a bit cumbersome but now im very happy with my decision, and the only thing i miss is preview ...i would suggest doing a search on google to look for the kind of product you may need. Windows 10 and OS are so similar now it isn't too problematic. Good luck!
I noticed you seem to "send them a screenshot"? So you had some kind of email or ticket support? I am currently having an issue with my laptop that they sent back without fixing, and I need some kind of persistent conversation so every time I contact them I don't have to spend 30 minutes explaining everything. I have tried their message support thing but they are completely useless.
Having Issues with 2019 Macbook Pro Baseline Model(128Gb Variant)- The Screen Flickers Green Intermittently while Watching Video Content. The whole Video playing area shakes sometimes. The Lower area of the Screen was showing Vertical areas of bright and shadow regions (seemed like someone has put on lamps from below the screen) Authorised Service Centre said it's not a hardware issue Online Support can't pinpoint the problem. Anyone Facing such Issues? What to do?
@@geekanoids Hey man, Thanks for replying and paying attention...i know you are not a lawyer and all...but i just wanted to reach out to the TH-camrs who might know a way out. As i am an Indian Citizen, we have different Consumer laws in India yes. I talked to Apple and showed the device to the Service Centre. They told me that it's not a hardware issue, i called online support and they have been dragging the issue since a month...sometimes asking to upload video proof... sometimes asking for sending log files...they told me if it's not a hardware issue, if must be a software issue. But what i wanted to know was that if it's a software issue...it must be happening to a lot of people using the MacOS Catalina 10.15.1 But the centre and online support told me that it's the first time they are hearing of this issue. They told me it won't be replaced in any case. It will only be repaired free of cost till the time of warranty but then again service centre said it's not a hardware issue.. You see.. they are trapping me in this vicious cycle that goes nowhere.
I'm having the same issue at the mo, with the keyboard replacement program. My machine is 2015 macbook and the program says it's eligible yet apple say its over the 4 year mark so they will not look at it. Just spoke to them and have a call about it tomorrow.
Thank you so much for this. I am having a similar problem with supplier who is not even engaging with me regarding the fault on a laptop, which my consultant said they should have spotted when it was returned the first time. They are refusing to consider compensation and so far I have heard nothing from them since they sent a courier to collect the laptop for the second time on the 11th Oct 22. And today is the 25th Oct 22. I am quite despondent about it. I originally had the laptop specd by my consultant on in July and it was delivered early August 22. I seem to be going round in circles with them and they are not being pro active in engaging with me regarding the repair and testing of the laptop
Hoping you can help.. I have the 2018 MacBook 15 Touch bar.. It got repaired for the second time now, everytime i say i want a replacement they say *We don't consider that until the 4th repair*
If you are in the U.K. you don’t have to give them more than two repair opportunities. It is a big inconvenience to you, the customer. Ask to have your claim considered as a Consumer Law claim, not a warranty claim. Best of luck. I hope you get it sorted. Please remember I am not an expert in law, so it may be worth taking legal advice.
@@geekanoids Thanks so much for the reply! Yeah been reading up a lot about it! They've replaced the unibody and the screen now but they have messed about shipping wise so dealing with that. If it goes again I will definitely take this route!
Sorry this might be a stupid question.. So i assume the new device will continue with the warranty from the 1st device and not start with the replacement
I updated my 2018 MacBook Pro to the new Monterey OS and it’s bricked my MacBook and I need a new logic board which Apple quoted me £569 for!! I bought this for £1800 3 years ago. Do you think I have a case under the consumer law? Thanks
Possibly, if you can prove or convince them it was a fault from day of manufacture that was only caused by the software update. Your MacBook Pro should work on the latest version of MacOS with no issues at all.
Many thanks for sharing your experience. This was very insightful! I’m currently experiencing a similar issue. I upgraded to iOS 16.2 last week on my iPhone 11 and since the update, it has ruined my TruDepth Camera and Face ID, making both features redundant. Every time I try to access the front camera, I’m just left with a blank screen. I originally bought the device from Argos around 16 months ago (so I’m now out of warranty. I also didn’t take out AppleCare at the time of purchase). In addition, I no longer have the receipt for the purchase. Went to the Genius Bar at the Apple Store today to see if they could fix the issue free of charge and they ran a diagnostic test and confirmed that the handset had a hardware issue (as explained above). Because my device is now out of warranty, they wanted me to pay £369 for the repair (even though their own software ruined both elements). I refused to pay for this as their buggy software ruined my device. I did bring up the Consumer Law Act, but they said I had to resolve this issue with Argos. I feel Apple should provide me with a free replacement as my phone was working perfectably fine before their latest software update. Don’t know which steps to take now. What would you advise?
Thanks for sharing this info. The problem here is that it was not an fault at time of manufacture, rather it was caused by software. That said, it was caused by their software. In my opinion you would have to give Argos or Apple the opportunity to repair at least once, if not rectified then you could push for a replacement. Point out how inconvenient this would be, they might offer a replacement anyway.
In United States the consumer law Rights seems to be missing, when choosing a location in USA,Canada, and Puerto Rico it only shows a PDF of Canada(Quebec),but for the warranty it has United States as an option, unless I'm doing something wrong. Anyone?
Hi, I’m wondering if you can offer me any advice to see whether I have a claim under consumer law here. I have previously never had any issues with my MacBook until around 2 weeks ago. I went turn on my laptop and I was having issues with it powering on. The system would load up but then immediately crash, I attempted a series of 'reboot tricks' and resets to no avail. This led me to book an appointment at the Liverpool One Apple Store to see a genius technician and get their opinion on the matter. the service report details that there were no issues found when a diagnosis was run and there was also no liquid damage found on the computer. It turned on when in the store and the technician advised me to see how it works when I got home. Unfortunately, when I got home the system again would start-up for 20-40 seconds and then immediately shut down. Im at a bit of a loss as it’s £450 for a repair which is an extortionate amount for a 4 year old device, however, that’s what they’ve priced it at. Do I have a claim here as it seems to be an internal hardware issue ?
Sir my I phone 13 is not working I asked for a Apple support to replace the which is within the warranty period please guide me from last one and half month i am struggling
What a brilliant video. I've just come across this channel. As of January 2022, I've just bought a MacBook Air and an iMac 24 inch. Both M1 machines. I will keep your information to hand. Thank you.
Hi there, great video and info! I am currently dealing with a situation with Anker. There is a difference though and that's that the device (earbuds) were gifted to me. I received them sealed and new and i even have photos, but its impossible to find the receipt cause my friend bought it from a festival last summer. The product line was released a year ago, while the company offers 18 months warranty so there is no question if it's still under warranty timeframe. Now, Anker accepted that the product is faulty but wont replace it because of the missing receipt. They specifically said "Please understand that since your product was purchased through an unauthorized store we do not have your order in our own system, and unfortunately, there is nothing we can do to process a warranty unless an order is placed through us directly. Since we cannot control who is selling our products without authorization, we have no way of knowing how old a product is if an illegitimate resource sells it. We can't be sure in what condition the illegitimate resource originally got it, or if it's even brand new, thus we can't cover it with our 18-month guarantee. If an order is placed through us directly, we keep the record in our system and are able to process the warranty." To me it sounds irrational and unjustified to be honest. Even if i buy a used product it still should be covered in the warranty timeframe of 18 months. What does "selling our products without authorization" or "we have no way of knowing how old a product is if an (illegitimate?) resource sells it." ? Is there anything you would advise me to look at? Thanks again!
I wish we had similar laws in the USA. Apple used to be great, my recent experience has been a nightmare. Just got back a second "repair" and one speaker is louder than the other which wasn't a problem before. Makes me wonder. Apple just isn't the same anymore.
I want your help sir.... I have a macbook pro 2019 which has a manufacturing flex gate issue and apple is charging me 500usd to fix it please help me on this!
Thank you for your advice I’ve got a Apple Iphone 12 pro max and I can’t hear the person speaking unless I put them on speaker. I tried to resolve it they said they cannot help me is a software issue to update the software which I did. I still have the issue, Thank you very much for the video really appreciate it
Hey dave i am currently having the same issue, i am from india and they have replaced my macbook display twice and are refusing to replace it and say that we don’t recognise any consumer law and that it’s nothing at all…
Hi, ihave an issue with my mbp 16 2019 model, 3 weeks ago it completely died and i have lost my data, serviced it under warranty everything all right "lets say" now after 3 weeks my machine keeps restarting and i couldn't even backup my data bc It keeps restarting itself, from what i have read it's called "kernel panic," the story is that i lost my data for the second time in less than 2 months and i know this macbook it's faulty and if i keep repairing it soon my warranty is gonna be over and I'll have to pay to fix it, is it a good ideea to make a claim under irish customer law? It's almost the same thing with UK's. Thanks
Can I just ask, I have an iPhone XS Max and it’s faulty. I’ve had the phone for just over a year but the phone is constantly crashing and shutting down. I was advised that Apple warranty is only a year on an iPhone. Can I argue my case under consumer law? Thanks
Hi Dave, I have a late 2016 mbp also and just 2 months outside the 3 year warranty I have a strange issue, while using the laptop and error appeared on the screnn and it shutdown. Now when ever i turn on it says a critical update is needed and that i cannot use mbp until its done. The update continuly fails and then its stuck in this loop. From reading online it appears it could be a failed touchbar. It boots fine in safe mode so able to backup my stuff but it just wont work normally. Ever since i bought the laptop in january 2017 the touchbar area has got unusally hot and i as far as i remember I have always had the clicks and pops sounds.
I tried to contact the 3rd party seller under consumer law but they are asking me to prove the fault is not wear and tear and also asking me to provide evidence of reporting the issues previouly. I have never reported any issue as i kinda thought the heat and pop noises were kinda normal and the laptop was working fine. Ultimately i think this is a manufacturing/design flaw and a faulty touchbar but because im over 3 year warranty i dont know what to do. Consumer law states that it should last a reasonable amount of time but i dont think 3 years is reasonable for a laptop that costs £2,200.
Of you are in the UK it is six years. I would ring and have a chat to Apple for advice. If the heat issue was there from day one it may have been a manufacturing fault. This could be a key thing to mention.
Thanks but then I don’t understand for people in the U.K. there is no point in taking out Apple care, as the product will be covered anyway for much longer and also for free ??
I have a iPad Pro, it is nearly 4 years old. I took it to the Apple Store, they advised if I had purchased direct from them, they would have replaced it. The engineer advised me to go back to the retailer to claim under consumer law. I called them and was advised to call back on Monday as the team doesn’t work weekends. I’ll see what happens
Hello! After watching your video, I feel some hope in getting help with a similar issue. I currently own a 16-inch MacBook Pro that I purchased in late 2020. Roughly 6 months after first purchasing it, my Mac shut off entirely but given that I was still under the 1 year warranty, I was given the chance to get it repaired with full coverage. I believe this occurred because I was using iMovie excessively(however, the MacBook Pro is designed to handle high editing activity). Fast forward today-days before my first spring semester in college-the same issue started again in which the battery became faulty and my Mac has now completely died. I am very mad at this because the first time I sacrificed a lot of crucial work that was deleted during the repair. Now, I am at risk of possibly losing a lot of meaningful footage of family that I may never meet again. I did not damage my computer whatsoever. The only thing I did was literally use the MacBook as it was intended to. I am beginning to believe that the entire Mac is defected. Now, as I search the web for any answers, I came across this video and I am feeling much better as i now see a small chance of being helped without paying a large amount for repairs out of my pocket. If any, what are your thoughts and what advise could you give me? Thanks for this amazing video!
Sorry to hear this. You need to prove this is an inherent fault that was there at time of manufacture. You might have to give Apple one more chance to repair. I am not a legal professional, but if this were mine, I would ask for it to be dealt with as a consumer law claim (assuming you are in the UK). I hope you get a resolved.
I had a similar issue with Apple for my iPhone 6 Plus, the screen would light up black but nothing else would happen. luckily I used to work as a technical support advisor for Currys/PC World so I knew how to properly diagnose the product myself and knew my consumer rights as it was part of my job to have this knowledge. We were always told the customer has to mention consumer law to set a refund/replacement in motion. This might be the same with Apple as when i visited my local Apple store I didnt get anywhere until I mentioned consumer law
A battery replacement falls under certain criteria as to how much charge it is holding. Apple do also run battery replacement programs from time to time. Loose screen I would say is covered.
Hi Sir, this is a great video. And i have been facing the battery jump issue with my macbook air m1 2020 after one month from the purchasing date. I have contacted the support and taken to service too, but nothing resolved my issue, and still i am facing the issue. How can i get replacement or refund. Please suggest me.
Hi this was very helpful. I’m from the uk but living in Indonesia at the moment . I bought a Mac book pro in 2019 in Melbourne . Already am having issues with a broken Touch Bar and other keyboard issues. I’ve had it less the two years . I’m wondering if uk consumer law allows overseas repairs ?I Rang apple and one adviser says yes to Thor consumer law and others say no so it’s difficult to know my rights . If you have any advice or suggestions I’d love to hear. Thank you Roisin
This doesn't apply exclusively to the UK, all the EU countries offer similar consumer law protections, although they can differ slightly in things like the length of the protection. Important thing to remember is that consumer law binds the seller of the good, while the warranty might be issued by the producer. In case of Apple they're one and the same, but it's not always the case. As a rule of thumb, it's always better to file a claim under consumer law since its usually way more strict than the warranty, which is written by the producer/seller themselves. E.g. in Poland, where I live, consumer law claim requires an answer in 14 days - if the company misses the deadline, the claim is automatically resolved in your favour. Consumer law also allows you to choose the preferred way of resolving the issues (such as in the video's example).
I’m going through consumer law with apple at the moment due to the Monterey update screwing up my firmware. Only issue, warranty has expired (sept 2021) and no apple care. However, I have logged a complaint about the device within the two years and hopefully this is taken into consideration as I have £1500 Mac mini that won’t boot up, and apple not claiming fault, even though they released a statement claiming fault? So frustrating
Sad, Apple should do a better. I've had a defective iPad, the iOS never updated, always struggled to do so manually. So I called customer support last week and they bricked it - a mint condition 2017 12.9 256GB iPad Pro. After they determined the hardware recovery mode wasn't functioning I question their process, and now they say too bad! It worked fine before customer support just with iOS 12. I'm looking to make a UK Consumer Law Claim Can you tell us who you contacted because they won't take the complaint saying it's past 2 years - even though UK Consumer Law lasts 6 years!
This is such a great video, but I need some help and have some questions: 1. Who/what department were you talking to when you were emailing the consumer law comments? 2. How long did you have your laptop for? My keyboard never worked right nor did my laptop ever stop overheating thanks!
Hi, I am going through the same situation I have sent two letters but did not get any response and still waiting for apple response.I hope I can resolve my issue. I have asked for refund for my Mac and I phone 12 both having issues.
@@geekanoids I contacted the senior advisor and end result nothing happened.I asked where should I contact Apple legal team.senior advisor guided me Apple.com/legal when I check on the page.I see no email or phone no provided.I have 2 letters to Apple store convent garden and I did not received single reply till date.I would really appreciate please guide me what final step should I take and I sick and tired of Apple behaviour.they are too big as company now and least concern about customer.
HELLO SIR i am from QATAR and i have a hp pavillion 15 gameing its one month old and it has a one year warrenty i have been resently noticeing defects in it like over heating, screen freez and a display mis allignment like urs acording to what u said i wanna get it replaced pls give ur opinion on this it will be appriciated
@@geekanoids sir i gave them but they say they wont replace beacouse they r out of stock' so i asked them to give me a refund bu tthey say we can only give u return can u pls help
i am also facing a lot of issue regRDING MACBOOK PRO 13 BUT THEY ARE NOT WILLING TO REPLACE IT AND IT TAKES A OT OF TIME , I BOUGHT IT FROM ITALT. SO DO YOU HAVE ANY suggestions
I'm surprised you had so much trouble, When my MBP died it was 2 months out of warranty i booked an appointment with a genius who tried to run there usual tests on it and it crashed whilst running the test. The guy then said its out of warranty but the machine will be repaired for free under the fit for purpose law. (i'm also in the UK) The machine had a new logic board and they had it fixed within 3 days.
hi i have replaced my mac mother board and logic board 2 times in just 15 months of purchase , again service center people want to replace mother board for 3rd time , i need replacement pls help me . i am from india
@Geekanoids Well, I'm experiencing some cracking like noises whenever I lift my mac from the bottom with very slight force. When I start to squeeze the laptop I also hear some cracks, while also having faulty keys This problem is occuring on my 2020 M1 macbook air 256gb, which I bought this year in March I paid $1499, for the laptop, but now it does have some minor scratch at the bottom, and I was thinking to just get a refund to look into other manufacturers laptops, or even the MacBook Pro Edit: Did you also get paid the exact amount of money you paid for you laptop?, or was it cut off by about 100 dollars or more?
Who did you contact at Apple? I’ve made a complaint, spoken to online support, and gone into store, but they’re refusing to replace my faulty Apple Watch.
I've had a 3rd gen iPad replaced 3 years after purchase for a faulty speaker, they did it under consumer law and the process was easy and done within a week. Only the speaker was faulty but they provided me a replacement iPad. Consumer law claims are usually hard to carry out however I was surprised how easy apple made it for me, however for every good experience I'm sure there will also be a bad one.
I had the same issue with a faulty lens from jessops. They took my lens for 2 weeks to see if there was an issue, and told me there was none and refused a refund. In testing there was clearly a 10cm backfocus. I drove 60miles to another store, and there they (just about) offered me a refund. Customer service didn't want to abide by consumer law.
I have a 2017 13 inch MacBook Pro with touch bar an I absolutely love it. Ive had it for just over a month and have had no issues. I really considering getting an iPhone to replace my Samsung S6 Edge plus.
Absolutely brilliant video. Thanks very much for all the info & sharing your experience Dave. I got the same MacBook Pro 2016 with Touch Bar on your recommendation & so far it hasn't gone wrong. Let's hope for the best. Keep up the good work.
hallo sir i am really happy to heard that from you,my brother bought bought a macbook to bring to me and becouse off the corona lookdown it took 6-7 month before he was able to come to me,the macbook was new and never open,so when i was opening it i made a video of it ,after i unbox it and turn it on the macbook never turn on i call apple and i was told they can not change for a newer one but rather to repair it,but i said this is absolutely new so i want a new one. please how can i deal with such issue. much greetings
With consumer law, the way I understand is the manufacturer has to be given a chance to repair the laptop at least one time. Then if it needs a second repair that will inconvenience the customer, at this stage a second repair could be refused. The fault has to be proven to be there at the time of manufacturing. There is a page on consumer law on the Apple website which is very useful. I hope you get it sorted.
they did the same thing to me with my iPhone 4s years ago. the sleep/wake button broke on me 3 days out of warrantee. when I went into the store to get it fixed they said it can't be fixed or replaced as it's out of warrantee and would cost me £150. I tried explaining that it was a clear manufacturing default and there where hundreds of cases listed online about it but denied it and told me no. it's vial. I love their products and usually have a great experience with their support. but this angered me so much. in the end I gave up. however next time this happened (iPhone 6) took it in for a screen replacement and they stated that they couldn't get the new screen to calibrate and I would have to get a replacement phone and pay for it I told them that that's unacceptable and demanded they they replace it free of charge as I had already paid for the replacement screen. they tried to refuse but I brought up the sale of good acts and consumer rights law and they backed down fast. moral of the story, don't trust every Apple Store employee and always exorcise your rights.
This is my experience of the repair i posted this on reddit. How Apple damaged my Macbook Pro during the keyboard replacement program. I am 16 years old, in the UK going to sixth-form, I recently bought a used MacBook Pro 2019 to use for Sixth-form in a few months. The keyboard started sticking, so I brought it in for the keyboard replacement program. Everything went in smoothly for the first few days, however 3 days later the repair was put on hold due to the MacBook not having the original screen which came with the MacBook; (Something which I didn't know about). They asked if you would like the screen replaced, we declined as the screen was fully functional and in working condition. 13 days later, The whole thing went for 16 days to arrive most likely due to it being shipped to Czech Republic from the UK, I got the MacBook back until I noticed a faint line on the screen. So I opened it up and while opening it up I saw a large dent or slit on the screen cable. I was so annoyed as they cannot hire technicians that could actually do repairs properly. I have taken picture of the insides before it was sent in for repair. A picture which i cant send on TH-cam, The line which was on the screen. A picture which i cant send on TH-cam, LCD Cable after the repair. A picture which i cant send on TH-cam, LCD Cable before the repair So the next morning, I went to the Apple Store. We had to wait 2 whole hours for a genius to come but once he came could barely notice the line but once he did, I have shown him the picture of the cable before I sent it in and after however he said since the screen wasn't the original one they cannot do anything about it even though the repairers were the one that damaged a working display. That's as if you go to a car manufacture for an engine swap, and they damage your tires, but they will not repair or replace your tires because your tires didn't come with the car. It seemed that once the repair technician realized the screen wasn't the original one, they put 0 care into the screen damaging the cable while sending it back damaged knowing as if no one will care and nothing will happen at all with the screen due to it being not the original one. Worst part of it all, they tried leaving it damaged thinking that I wouldn't notice at all. Same thing happened with Snazzy Lab by the way. How they damaged his iMac badly while thinking he wouldn't notice it at all. Moral of the story, if you replaced your screen and going to do the keyboard replacement, take pictures of the insides and outsides before they mess up something, because one they do they wouldn't do anything at all. UPDATE 1 (Didn't log the time my bad but date 28/07/22) I spoken to senior support about it, told them everything including how the screen was replaced in the past with a non genuine. The senior was super nice about it, she understood my concerns and said I need to bring it in again for an investigation. So I did however same thing was said that they wouldn't service it as the screen wasn't original at all so they wouldn't touch it even when the repairers were the one that damaged it. She said something along the lines of since this isn't an apple genuine part, these parts are not designed to be transplanted something along the lines of that, even though that damage is possible with an original screen. No clue what to do now I am thinking to trade it in for £300 or most likely just sell it as it is on another place like ebay. (Changed my mind about that). We will see tomorrow what will happen.
Thanks for the info. Generally here in the US, I just bring it the my local Apple Store and they fix it at no cost and after 3 fix, they will replace another one.
Also, if your business relies on the function of a macbook, you need to ensure you have a backup machine, that is your burden to bear. Tech sometimes needs to be repaired thats just the way it is and you being 3 hours from a store is legitimately not their issue, you can mail it in if you have to. Apple has a joint venture program that offers a loaner machine whilst they carry out repairs which perhaps you should also look into.
Thanks for the video Dave. I've had a similar issue with repairs at apple. In 2010 I had 6 iPhone 3GS repairs with each one being faulty. One of them even had missing screws! They refused to give me a refund and the process took months and a lot of my time. Eventually they decided to actually replace my model with a new iPhone 4 which was not refurbished and worked well. I had a similar issue with an older iPad as well. I hope your issue has been sorted Dave, very scary considering that was £3000 worth. In terms of apple ecosystem I find mostly everything I use is on Adobe CC which is the same on Windows along with iCloud to sync files with iOS devices. FCP would be the only issue if you use that.
Apples refund policies are terrible, i’ve been fighting for a refund on a subscription and am being told no as i didn’t read the terms. even though the in app subscription stated one thing when i confirmed the payment, they still charged me full price. i won’t be buying any subscriptions via apple in the future, only if the app maker offers a direct payment option. and cut apple put totally.
@@geekanoids nope basically given the finger by apple. Absolutely disgusting customer services. Raised to the Chief Execs office and they were the same. They don’t care about consumer rights at all. And there is no one to complain to.
Apple give one year warranty not matter who you buy it from new. However, the second year is under consumer law and only applies to the place of purchase. So if you brought it from Apple then Apple will cover the repair or replacement. If your brought it from outside Apple then it is the place purchase who should now deal with your issue not Apple.
Yes but you have 6 years under EU consumer law if it does not meet saleable quality. Apple have told me they won’t replace mine until they have replaced hardware 4 times in 12 months.
Thanks very much, really appreciated 👍🏻 Apple treated me unfairly, after I sent my faulty iPad pro 2020 which was overheating once I unlock the screen, they replaced it with a random one in a plain box looks refurbished! I asked them is that refurbished? They said it might be, I said I want mine back or my money I didn’t pay my money to get a refurbished product, they refused to return mine or even take their refurbished one and refund me. In addition to wasting my time as a student, it’s very disappointing and upsetting. I want to take it further
Hi, thank you so much for the information! I'm from India and I'm not able to see any information about the consumer laws in India from the link you had shared. Is there any way you could help me?
After 7 months fighting with Apple to solve the issues with my Macbook Pro 16, I found your video and I just contacted them based on the legal warranty. They asked me to send an email with the legal articles that I mentioned them. I hope this finally ends. Thank you so much for the advice.
Check out more Apple related videos here bit.ly/GeekanoidsAppleVideos
That's terrible. It's increasingly becoming an issue with Apple now. I've heard from many people with issues that Apple are being long winded repairing or fixing the issues.
They were almost trying to put barriers up at every possibility … such a shame.
Geekanoids I'm afraid to buy iPhone here in India , service may be worse don't know
Please note: I am not a professional lawyer or solicitor. This is purely sharing my experience in the hope it will help others. Please do you own research and seek professional advice before acting upon it. Also, your country may have different consumer laws to the UK.
hi i have a question. If i bought my macbook pro in the US. Can i benefit from the UK consumer Law if i bring it to the UK?
Great video, I am also having the same issue but I have a MacBook Pro 15 inch late 2015 retina but I have had it for 5 years just about to finish it. They said that my “logic” board was the key issue but had to pay £588 to get it fixed as it was off “warranty” does this cover it? Bare in mind they said that they cannot see any issue and couldn’t see any signs of misuse. I’d appreciate from hearing from you. Peter
Shame on Apple. They need to educate their staff on the law. Thanks for going through all the hassle you experienced and making this video as I am sure this will help people get what they are legally entitled to.
Thank you, have a great weekend.
They do educate their staff. I was an employee of apple about a year ago. They tell us NEVER to mention consumer law unless the customer brings it up first.
Basically, we’re told to paint the customer into a corner and force them to spend money.
Apple employees are hammered the management to keep as much money in the company as possible, but consumer law is there to protect us from the unscrupulous tactics employed by some companies to bamboozle consumers into thinking they don't have an option other than put-up with a defective product. When my iPad Air (1st gen) started crashing then just refused to start at all, I returned it to Apple, well outside the 1-year warranty. At first they said I would have to have it repaired, but the cost was going to be almost as much as buying a new one. Once the Consumer Law was sighted... it was replaced on the spot - no argument... a new one came out the stock room and off I went. Thanks Dave for this very useful video. Know Your Rights!
Cheers Phil. Seems Consumer Rights Law helped you too.
Geekanoids what about if your product is fine for more than 12 months and then is defective?
I have a macbook pro m1 I am facing several issues with it the store has replaced the same part again to be total of 3 repair of the same and the device is still in waranty and how could introduce the consumer law to apple
If you are in the U.K. this should be covered under Consumer Law.
@@geekanoids consumer law is same as in your country but the years are different
Thank you for sharing this. I’m going through a difficult time with Apple too... your story really resonates with me. I hot there’s a happy ending for my story too.
Best wishes for sorting it out.
Hi Dave
Well I am going through something similar. My laptop has been malfunctioning, it abruptly shuts down at random battery percentages and when it does restart the battery displays a higher percentage. Quite often the screen crashes and some magenta lines appear on the screen. Although, my device is still under it's warranty coverage, I live in India and I'm quite concerned about how to approach the issue
I would definitely contact your local Apple Support. I hope you get it resolved.
I am facing this issue with HP, bought it 20 days back.. initially it was an audio issue, speaker gets muted and can’t u mute unless restarted, they have reset the system twice after uninstalling audio drivers but the problem persists and yesterday it refused to start because the bios files are corrupted.. I am being denied a replacement because it’s over the 14 day policy and because they say it’s a software issue.. why do I have to go through so many issues on a new machine? It’s unfair
I would push them again for a replacement. The software is an integral part of the hardware experience. They are sold together as a package. I hope you get it resolved.
Can this work for water damage
Water damage is not covered by this.
I have an old MacBook Pro from early 2015. It has a problem with the battery; it says battery Service is recommended, and the 13inch 2015 Macbook is not yet vintage. I use Mac Big Sur macOS 11.6.8.
The first MacBook Pro 13 came back in March 2016. I got my main second Mac mini (M1, 2020) last Dec 2021.
Today, I will be contact Apple support for this problem, I had it seven years , I hope it fix or replace and I will be use my customer rights law.
I hope you get it resolved.
I’ve got a 12 inch MacBook (early 2015) which keeps dying out after less than 3-4 hours on a full charge and sometimes dies randomly even though there’s still some charge remaining. It’s only on 550 cycles and apples website says that it’s laptop’s battery’s should last 80% up to 1000 cycles but the Genius Bar have said I cannot claim with consumer law because the battery is a “consumable part” but surely it is faulty? I’ve also got a shared family MacBook Pro which is on nearly 900 cycles and is not experiencing any lesser battery than when it was purchased in 2014. Can anyone suggest what I should do
For consumer law to kick in you have to prove it was a fault at the time of manufacture. I would print that part from the Apple website and ask to be put in touch with a senior adviser.
Hi Dave, I wish I had known this when I had a similar if not worse experience with a well known online watch retailer. Over the course of a YEAR! I returned my daughters watch FIVE times each time receiving it with the original problem. The staff were extremely rude and dismissive and being solely an online outfit there was no store I could go to in order to plead my case.
Eventually they relented and issued a refund but had I known this I would have got a resolution far sooner. I'll certainly bear it in mind in future. Great research Dave, stick it to the man!
Mark
Thanks Mark. I am happy to hear you got the watch sorted out in the long run.
Here is the USA what works for me every time is fileing a complaint with the better business Bureau (BBB)
Great tip, thanks for adding this.
I have similar issues with AirPods unfortunately.Buy them from John Lewis Apple told me I have to go to the seller to exercise my consumer rights. But conversation with their staff o they out of 1 year warranty and will cost you to replace them no mention for consumer rights. So they actively trying to sell you they warranty ,but trying to avoid conversation for your consumer rights
Sorry to hear this. I hope you get it sorted.
Well done for standing your ground and getting a resolution to the problem Dave. I'm glad it all worked out for you in the end. I think the only alternative Dave is to bite the bullet and make the slow change over, I'm guessing you have another form of handset around, so you could change for a different laptop and then start looking for a buyer for the Mac Pro so you can swap over to a different editing computer for the suite.
I agree Bob, smartphone first.
I'm currently a Uni student and my macbook started acting up out of nowhere, I will be traveling abroad for Uni this semester and will pass my warranty during that time and needed my device (which was working completely fine) repaired but they are giving me grief. Went to 3 stores to try and get this issue resolved to no end. I agree with your comment on the apple ecosystem and how unfortunate it is. It feels as though they are taking advantage of this exact thing. Currently in the usa with no idea how to proceed
I hope you get this sorted.
Hi, I also have an issue with my 2019 MacBook Pro where my display seems to be cracked and is now unusable. I am not sure if this is accidental damage because this happened in my backpack, and I have already had 2 display replacements with my 2016 MacBook Pro, and I'm aware that they have a very similar display, so I feel like this is a manufacturing defect. Additionally, the fans are always running when I use the computer for simple tasks such as a Word document and this tends to disrupt me during my lesson, since I take this device to school. The computer gets very very hot to the touch and it is unbearable. I believe this is also a manufacturing defect, since it has been like this since purchase. I've also had issues with the keyboard, and I am aware of the butterfly keyboard issue, which is also a manufacturing defect. I live in the UK, but bought the device in the US. Will I still be able to exercise my consumer rights?
Sorry to hear this. I am not familiar with US consumer law, but it certainly sounds like you should appeal to a senior technician at Apple.
I have the same problem in my laptop which is of dell. Over the last two years from the date I purchased it, system gave me problems enormous time and well changed parts like motherboard and LCD frequently. But errors are still not stopping which eats up my time to call them again and go through the process again. I want the replacement from their side but they refuse. What should i do?
As long as it was Dell who changed those parts, tell them you want it swapped or refunded under UK Consumer Law. If you are outside the UK, then you would need to research what consumer law is in place.
Hi, please help if you can,
In terms of e-waste laws, is it legal, in the UK, for a company (Apple), to refuse a trade-in, If them deem a product to be “too faulty”?
2. Will Consumer Rights be able to rectify this (laptop not bought directly from Apple)
I am not 100% sure on this. You need to prove the fault was there at the time of manufacture for it to fall under consumer law.
Hi! I bought a MacBook Pro 2019 15 inches 2 times changed display for dead pixels and today i took my MacBook pro to the apple store again and they said we would like to apply higher manager or something like this and reply to me in 2 weeks max i really dont want this anymore the person who talked to me said probably we can replace it with a new one or change the screen again, the question is if they change the display again that will be the 3rd time and i am still not satisfied with that...However, this is not the first MacBook pro i used to have a MacBook pro 2015 13 inches and i sold it to my friend used 4 years without any problem but this one not reached a year and dead pixels are in my nightmare now...
Sorry to hear this. I would insist on a brand new replacement. You should not have to accept another repair. Good luck I hope you get this resolved.
@@geekanoids Thank you for your reply! Yes, i think the genius bar employee also see my reaction and stress on this and she took the computer to the repair room and talked with someone, after that she asked me please wait for our call max in 2 weeks and asked me that did i keep the box with me, i said yes its still at home...The sad thing is an overpriced pc for long time use, that kind of problem really annoying...Plus i do not believe this is just a display problem when i search online about the dead pixels 2 results are coming up 1 - manufacturing problem 2 - transistors are not able to provide enough energy to the display which is more horrible...I will keep u update about this...
Hi! I got my brand new 16 inch macbook pro today 👍🏻
I have a 2017 MacBook Pro and sent it off for a screen repair 1 year ago, the screen was fixed but they sent it back and the fan is now ineffective and is very loud that coupled with battery problems due to the fan I'm hoping they can replace/refund as repairs last time left it in a worse state.
I would definitely push for that. You have been inconvenienced once. Best of luck sorting it out.
So I clicked this video because I'd like to know what to do if Apple refuses to fix or replace my laptop - but as soon as I heard you speak I knew this wasn't relevant to me because of where I live. I live in the USA, where we don't have appropriate consumer protection laws. Thank you for sharing your experience! I hope it helps many people from the UK.
🤓👍🏻
What if this is a software fault? I have been having problems using Sidecar for more than a year and contacted apple support countless times and it still happens on current Software versions. And I bought a new MacBook recently and with that there was no problem.
I read in SOFTWARE LICENSE AGREEMENT a Disclaimer of Warranties, does it mean there is nothing I can do but to put up with it?
Pretty sure they are covered.
I recently switched out of the apple ecosystem- at first it was a bit cumbersome but now im very happy with my decision, and the only thing i miss is preview ...i would suggest doing a search on google to look for the kind of product you may need. Windows 10 and OS are so similar now it isn't too problematic. Good luck!
Thank you so much :D
I noticed you seem to "send them a screenshot"? So you had some kind of email or ticket support? I am currently having an issue with my laptop that they sent back without fixing, and I need some kind of persistent conversation so every time I contact them I don't have to spend 30 minutes explaining everything. I have tried their message support thing but they are completely useless.
They gave me a link to upload screenshots securely.
Having Issues with 2019 Macbook Pro Baseline Model(128Gb Variant)-
The Screen Flickers Green Intermittently while Watching Video Content.
The whole Video playing area shakes sometimes.
The Lower area of the Screen was showing Vertical areas of bright and shadow regions (seemed like someone has put on lamps from below the screen)
Authorised Service Centre said it's not a hardware issue
Online Support can't pinpoint the problem.
Anyone Facing such Issues?
What to do?
As you have a new machine I would insist on it being exchanged or repaired free of charge.
@@geekanoids Hey man, Thanks for replying and paying attention...i know you are not a lawyer and all...but i just wanted to reach out to the TH-camrs who might know a way out.
As i am an Indian Citizen, we have different Consumer laws in India yes. I talked to Apple and showed the device to the Service Centre. They told me that it's not a hardware issue, i called online support and they have been dragging the issue since a month...sometimes asking to upload video proof... sometimes asking for sending log files...they told me if it's not a hardware issue, if must be a software issue. But what i wanted to know was that if it's a software issue...it must be happening to a lot of people using the MacOS Catalina 10.15.1 But the centre and online support told me that it's the first time they are hearing of this issue.
They told me it won't be replaced in any case. It will only be repaired free of cost till the time of warranty but then again service centre said it's not a hardware issue..
You see.. they are trapping me in this vicious cycle that goes nowhere.
I'm having the same issue at the mo, with the keyboard replacement program. My machine is 2015 macbook and the program says it's eligible yet apple say its over the 4 year mark so they will not look at it. Just spoke to them and have a call about it tomorrow.
Thanks for sharing this, I hope you get it sorted.
Thank you so much for this. I am having a similar problem with supplier who is not even engaging with me regarding the fault on a laptop, which my consultant said they should have spotted when it was returned the first time. They are refusing to consider compensation and so far I have heard nothing from them since they sent a courier to collect the laptop for the second time on the 11th Oct 22. And today is the 25th Oct 22. I am quite despondent about it. I originally had the laptop specd by my consultant on in July and it was delivered early August 22. I seem to be going round in circles with them and they are not being pro active in engaging with me regarding the repair and testing of the laptop
I hope you get this resolved.
Hoping you can help.. I have the 2018 MacBook 15 Touch bar.. It got repaired for the second time now, everytime i say i want a replacement they say *We don't consider that until the 4th repair*
If you are in the U.K. you don’t have to give them more than two repair opportunities. It is a big inconvenience to you, the customer.
Ask to have your claim considered as a Consumer Law claim, not a warranty claim. Best of luck. I hope you get it sorted.
Please remember I am not an expert in law, so it may be worth taking legal advice.
@@geekanoids Thanks so much for the reply! Yeah been reading up a lot about it! They've replaced the unibody and the screen now but they have messed about shipping wise so dealing with that. If it goes again I will definitely take this route!
Hi, did you buy the laptop from Apple directly?
Yes, but this would apply if you purchased elsewhere too.
@@geekanoids thank you for amazingly helpful video. I’m surprised your channels not bigger! 💙
Sorry this might be a stupid question.. So i assume the new device will continue with the warranty from the 1st device and not start with the replacement
Good question. This is something that would be clarified at time of exchange.
I updated my 2018 MacBook Pro to the new Monterey OS and it’s bricked my MacBook and I need a new logic board which Apple quoted me £569 for!! I bought this for £1800 3 years ago. Do you think I have a case under the consumer law?
Thanks
Possibly, if you can prove or convince them it was a fault from day of manufacture that was only caused by the software update. Your MacBook Pro should work on the latest version of MacOS with no issues at all.
Many thanks for sharing your experience. This was very insightful!
I’m currently experiencing a similar issue. I upgraded to iOS 16.2 last week on my iPhone 11 and since the update, it has ruined my TruDepth Camera and Face ID, making both features redundant. Every time I try to access the front camera, I’m just left with a blank screen.
I originally bought the device from Argos around 16 months ago (so I’m now out of warranty. I also didn’t take out AppleCare at the time of purchase). In addition, I no longer have the receipt for the purchase.
Went to the Genius Bar at the Apple Store today to see if they could fix the issue free of charge and they ran a diagnostic test and confirmed that the handset had a hardware issue (as explained above). Because my device is now out of warranty, they wanted me to pay £369 for the repair (even though their own software ruined both elements). I refused to pay for this as their buggy software ruined my device.
I did bring up the Consumer Law Act, but they said I had to resolve this issue with Argos. I feel Apple should provide me with a free replacement as my phone was working perfectably fine before their latest software update.
Don’t know which steps to take now. What would you advise?
Thanks for sharing this info. The problem here is that it was not an fault at time of manufacture, rather it was caused by software. That said, it was caused by their software. In my opinion you would have to give Argos or Apple the opportunity to repair at least once, if not rectified then you could push for a replacement.
Point out how inconvenient this would be, they might offer a replacement anyway.
In United States the consumer law Rights seems to be missing, when choosing a location in USA,Canada, and Puerto Rico it only shows a PDF of Canada(Quebec),but for the warranty it has United States as an option, unless I'm doing something wrong. Anyone?
It is probably different from country to country.
Hi, I’m wondering if you can offer me any advice to see whether I have a claim under consumer law here.
I have previously never had any issues with my MacBook until around 2 weeks ago. I went turn on my laptop and I was having issues with it powering on. The system would load up but then immediately crash, I attempted a series of 'reboot tricks' and resets to no avail. This led me to book an appointment at the Liverpool One Apple Store to see a genius technician and get their opinion on the matter.
the service report details that there were no issues found when a diagnosis was run and there was also no liquid damage found on the computer. It turned on when in the store and the technician advised me to see how it works when I got home. Unfortunately, when I got home the system again would start-up for 20-40 seconds and then immediately shut down.
Im at a bit of a loss as it’s £450 for a repair which is an extortionate amount for a 4 year old device, however, that’s what they’ve priced it at.
Do I have a claim here as it seems to be an internal hardware issue ?
If you are in the UK I would ask for a claim under Consumer Law. It’s always worth asking.
Sir my I phone 13 is not working I asked for a Apple support to replace the which is within the warranty period please guide me from last one and half month i am struggling
Sorry I cannot give legal advice here. UK consumer law is detailed on the Apple website.
What a brilliant video. I've just come across this channel. As of January 2022, I've just bought a MacBook Air and an iMac 24 inch. Both M1 machines. I will keep your information to hand. Thank you.
🤓🤓🤓👍🏻👍🏻👍🏻
Hi there, great video and info! I am currently dealing with a situation with Anker. There is a difference though and that's that the device (earbuds) were gifted to me. I received them sealed and new and i even have photos, but its impossible to find the receipt cause my friend bought it from a festival last summer. The product line was released a year ago, while the company offers 18 months warranty so there is no question if it's still under warranty timeframe. Now, Anker accepted that the product is faulty but wont replace it because of the missing receipt. They specifically said "Please understand that since your product was purchased through an unauthorized store we do not have your order in our own system, and unfortunately, there is nothing we can do to process a warranty unless an order is placed through us directly.
Since we cannot control who is selling our products without authorization, we have no way of knowing how old a product is if an illegitimate resource sells it. We can't be sure in what condition the illegitimate resource originally got it, or if it's even brand new, thus we can't cover it with our 18-month guarantee.
If an order is placed through us directly, we keep the record in our system and are able to process the warranty."
To me it sounds irrational and unjustified to be honest. Even if i buy a used product it still should be covered in the warranty timeframe of 18 months.
What does "selling our products without authorization" or "we have no way of knowing how old a product is if an (illegitimate?) resource sells it." ?
Is there anything you would advise me to look at?
Thanks again!
Whilst I am not 100% sure, I think the issue with unauthorised resellers is correct. The retailer or seller should be the one who helps resolve this.
I wish we had similar laws in the USA. Apple used to be great, my recent experience has been a nightmare. Just got back a second "repair" and one speaker is louder than the other which wasn't a problem before. Makes me wonder. Apple just isn't the same anymore.
Sorry to hear about your Apple product. I would definitely complain to them about the speaker issue.
I want your help sir.... I have a macbook pro 2019 which has a manufacturing flex gate issue and apple is charging me 500usd to fix it please help me on this!
If it is a known manufacturing defect they should not charge.
@@geekanoids yes but they saying your mac is out of Warrenty period now, so you have to pay! I don't know what to do
I am not sure about consumer law in the USA.
@@geekanoids okay, Thank you for your response
I was in same shoes and they refused me too. I don’t like apple after this either!! Thanks for this video!!
Sorry to hear that.
Geekanoids Thank you. I used to be a die hard apple lover. Now I’m just..a fan of the art. But not so much a fan of the company anymore.
Geekanoids someone needs to create a better laptop and call it Strawberry 🍓 lol I’d buy it! Lol
🤓👍🏻
Thank you for your advice I’ve got a Apple Iphone 12 pro max and I can’t hear the person speaking unless I put them on speaker. I tried to resolve it they said they cannot help me is a software issue to update the software which I did. I still have the issue, Thank you very much for the video really appreciate it
I hope you get this resolved.
Hey dave i am currently having the same issue, i am from india and they have replaced my macbook display twice and are refusing to replace it and say that we don’t recognise any consumer law and that it’s nothing at all…
Sorry to hear that. I would reach out to Apple head office or their support on Twitter.
Does this work in Canada?
Sorry I am not sure of Consumer Law in Canada.
Hi, ihave an issue with my mbp 16 2019 model, 3 weeks ago it completely died and i have lost my data, serviced it under warranty everything all right "lets say" now after 3 weeks my machine keeps restarting and i couldn't even backup my data bc
It keeps restarting itself, from what i have read it's called "kernel panic," the story is that i lost my data for the second time in less than 2 months and i know this macbook it's faulty and if i keep repairing it soon my warranty is gonna be over and I'll have to pay to fix it, is it a good ideea to make a claim under irish customer law? It's almost the same thing with UK's. Thanks
Sorry to hear this. If your consumer law is almost the same, it would be worth asking for a replacement. Best of luck.
Can I just ask, I have an iPhone XS Max and it’s faulty. I’ve had the phone for just over a year but the phone is constantly crashing and shutting down. I was advised that Apple warranty is only a year on an iPhone. Can I argue my case under consumer law? Thanks
If you can prove the fault was there at the time of manufacture, yes you can.
@@geekanoids they need to prove it wasn’t faulty at the time of sale
Thanks I have a Mac and it battery and hardware is messed up I will tell
U what happens
Best of luck sorting it.
Can I claim consumer rights with Apple if the MacBook was bought from Amazon?
Of outside standard warranty I would direct your enquiry to Apple.
Hi Dave, I have a late 2016 mbp also and just 2 months outside the 3 year warranty I have a strange issue, while using the laptop and error appeared on the screnn and it shutdown. Now when ever i turn on it says a critical update is needed and that i cannot use mbp until its done. The update continuly fails and then its stuck in this loop. From reading online it appears it could be a failed touchbar. It boots fine in safe mode so able to backup my stuff but it just wont work normally. Ever since i bought the laptop in january 2017 the touchbar area has got unusally hot and i as far as i remember I have always had the clicks and pops sounds.
I tried to contact the 3rd party seller under consumer law but they are asking me to prove the fault is not wear and tear and also asking me to provide evidence of reporting the issues previouly. I have never reported any issue as i kinda thought the heat and pop noises were kinda normal and the laptop was working fine. Ultimately i think this is a manufacturing/design flaw and a faulty touchbar but because im over 3 year warranty i dont know what to do. Consumer law states that it should last a reasonable amount of time but i dont think 3 years is reasonable for a laptop that costs £2,200.
Of you are in the UK it is six years. I would ring and have a chat to Apple for advice. If the heat issue was there from day one it may have been a manufacturing fault. This could be a key thing to mention.
Thanks but then I don’t understand for people in the U.K. there is no point in taking out Apple care, as the product will be covered anyway for much longer and also for free ??
Very true, although a consumer law claim normally takes a lot longer to resolve.
I bought a ipad form my friend in uk which was under consumer law warranty. is it still cover 6 year consumer law warranty.I am from Sri lanka
Sorry I am not sure on this. Apple UK would be able to advise you.
I have a iPad Pro, it is nearly 4 years old. I took it to the Apple Store, they advised if I had purchased direct from them, they would have replaced it. The engineer advised me to go back to the retailer to claim under consumer law. I called them and was advised to call back on Monday as the team doesn’t work weekends. I’ll see what happens
Best wishes in sorting this.
Hello!
After watching your video, I feel some hope in getting help with a similar issue. I currently own a 16-inch MacBook Pro that I purchased in late 2020. Roughly 6 months after first purchasing it, my Mac shut off entirely but given that I was still under the 1 year warranty, I was given the chance to get it repaired with full coverage. I believe this occurred because I was using iMovie excessively(however, the MacBook Pro is designed to handle high editing activity). Fast forward today-days before my first spring semester in college-the same issue started again in which the battery became faulty and my Mac has now completely died. I am very mad at this because the first time I sacrificed a lot of crucial work that was deleted during the repair. Now, I am at risk of possibly losing a lot of meaningful footage of family that I may never meet again. I did not damage my computer whatsoever. The only thing I did was literally use the MacBook as it was intended to. I am beginning to believe that the entire Mac is defected. Now, as I search the web for any answers, I came across this video and I am feeling much better as i now see a small chance of being helped without paying a large amount for repairs out of my pocket. If any, what are your thoughts and what advise could you give me?
Thanks for this amazing video!
Sorry to hear this. You need to prove this is an inherent fault that was there at time of manufacture. You might have to give Apple one more chance to repair. I am not a legal professional, but if this were mine, I would ask for it to be dealt with as a consumer law claim (assuming you are in the UK). I hope you get a resolved.
I had a similar issue with Apple for my iPhone 6 Plus, the screen would light up black but nothing else would happen. luckily I used to work as a technical support advisor for Currys/PC World so I knew how to properly diagnose the product myself and knew my consumer rights as it was part of my job to have this knowledge. We were always told the customer has to mention consumer law to set a refund/replacement in motion. This might be the same with Apple as when i visited my local Apple store I didnt get anywhere until I mentioned consumer law
Thanks for sharing Jack, glad you got yours sorted too.
would a battery replacement come under consumer law? or a loose screen which has only just happened?
A battery replacement falls under certain criteria as to how much charge it is holding. Apple do also run battery replacement programs from time to time. Loose screen I would say is covered.
Hi Sir, this is a great video. And i have been facing the battery jump issue with my macbook air m1 2020 after one month from the purchasing date. I have contacted the support and taken to service too, but nothing resolved my issue, and still i am facing the issue. How can i get replacement or refund. Please suggest me.
I am only familiar with UK consumer law which I detail in this video.
Does America have the same law?
I am not sure, but they should have similar consumer protection.
Hi this was very helpful. I’m from the uk but living in Indonesia at the moment . I bought a Mac book pro in 2019 in Melbourne . Already am having issues with a broken Touch Bar and other keyboard issues. I’ve had it less the two years . I’m wondering if uk consumer law allows overseas repairs ?I Rang apple and one adviser says yes to Thor consumer law and others say no so it’s difficult to know my rights . If you have any advice or suggestions I’d love to hear. Thank you Roisin
I think this applies to the country in which it was purchased. I hope you get a resolution.
This doesn't apply exclusively to the UK, all the EU countries offer similar consumer law protections, although they can differ slightly in things like the length of the protection.
Important thing to remember is that consumer law binds the seller of the good, while the warranty might be issued by the producer. In case of Apple they're one and the same, but it's not always the case.
As a rule of thumb, it's always better to file a claim under consumer law since its usually way more strict than the warranty, which is written by the producer/seller themselves. E.g. in Poland, where I live, consumer law claim requires an answer in 14 days - if the company misses the deadline, the claim is automatically resolved in your favour. Consumer law also allows you to choose the preferred way of resolving the issues (such as in the video's example).
Thanks for sharing this.
I’m going through consumer law with apple at the moment due to the Monterey update screwing up my firmware. Only issue, warranty has expired (sept 2021) and no apple care. However, I have logged a complaint about the device within the two years and hopefully this is taken into consideration as I have £1500 Mac mini that won’t boot up, and apple not claiming fault, even though they released a statement claiming fault? So frustrating
Ask them to consider it under consumer law rather than a warranty claim. I hope you get a resolution.
Sad, Apple should do a better. I've had a defective iPad, the iOS never updated, always struggled to do so manually. So I called customer support last week and they bricked it - a mint condition 2017 12.9 256GB iPad Pro. After they determined the hardware recovery mode wasn't functioning I question their process, and now they say too bad! It worked fine before customer support just with iOS 12. I'm looking to make a UK Consumer Law Claim Can you tell us who you contacted because they won't take the complaint saying it's past 2 years - even though UK Consumer Law lasts 6 years!
For consumer law claims I always spoke to a senior level technician or customer service.
It might also be worth asking to speak to executive relations.
This is such a great video, but I need some help and have some questions:
1. Who/what department were you talking to when you were emailing the consumer law comments?
2. How long did you have your laptop for? My keyboard never worked right nor did my laptop ever stop overheating
thanks!
I was talking to a senior tech adviser at Apple. I can’t remember how long.
Hi,
I am going through the same situation
I have sent two letters but did not get any response and still waiting for apple response.I hope I can resolve my issue.
I have asked for refund for my Mac and I phone 12 both having issues.
I hope you get it sorted.
No not yet I am awaiting for apple to response but did not hear anything from them.please guide what step should I take further .thank you
I would ask that senior support at Apple should take over the case.
@@geekanoids thank you for your advice I will take action immediately.
@@geekanoids
I contacted the senior advisor and end result nothing happened.I asked where should I contact Apple legal team.senior advisor guided me Apple.com/legal when I check on the page.I see no email or phone no provided.I have 2 letters to Apple store convent garden and I did not received single reply till date.I would really appreciate please guide me what final step should I take and I sick and tired of Apple behaviour.they are too big as company now and least concern about customer.
HELLO SIR i am from QATAR and i have a hp pavillion 15 gameing its one month old and it has a one year warrenty i have been resently noticeing defects in it like over heating, screen freez and a display mis allignment like urs acording to what u said i wanna get it replaced pls give ur opinion on this it will be appriciated
In my opinion it should be replaced under warranty due to being only one month old.
@@geekanoids thank u for replying
@@geekanoids sir i gave them but they say they wont replace beacouse they r out of stock'
so i asked them to give me a refund bu tthey say we can only give u return can u pls help
i am also facing a lot of issue regRDING MACBOOK PRO 13 BUT THEY ARE NOT WILLING TO REPLACE IT AND IT TAKES A OT OF TIME , I BOUGHT IT FROM ITALT. SO DO YOU HAVE ANY suggestions
If faulty I would ask to speak to senior support.
I didn’t buy my iPhone 8 from Apple can I still go to Apple and claim *consumer law right*
If it falls within consumer law, I think the first port of call should be the retailer and then the manufacturer.
I'm surprised you had so much trouble, When my MBP died it was 2 months out of warranty i booked an appointment with a genius who tried to run there usual tests on it and it crashed whilst running the test. The guy then said its out of warranty but the machine will be repaired for free under the fit for purpose law. (i'm also in the UK) The machine had a new logic board and they had it fixed within 3 days.
Great to hear you got good service Charles.
hi i have replaced my mac mother board and logic board 2 times in just 15 months of purchase , again service center people want to replace mother board for 3rd time , i need replacement pls help me . i am from india
Sorry I am not sure of consumer law in India.
@Geekanoids Well, I'm experiencing some cracking like noises whenever I lift my mac from the bottom with very slight force. When I start to squeeze the laptop I also hear some cracks, while also having faulty keys
This problem is occuring on my 2020 M1 macbook air 256gb, which I bought this year in March
I paid $1499, for the laptop, but now it does have some minor scratch at the bottom, and I was thinking to just get a refund to look into other manufacturers laptops, or even the MacBook Pro
Edit: Did you also get paid the exact amount of money you paid for you laptop?, or was it cut off by about 100 dollars or more?
I got the full amount, but they can make an agreed deduction for wear and tear.
Who did you contact at Apple? I’ve made a complaint, spoken to online support, and gone into store, but they’re refusing to replace my faulty Apple Watch.
I asked for it to be escalated to a senior support technician on the phone.
I've had a 3rd gen iPad replaced 3 years after purchase for a faulty speaker, they did it under consumer law and the process was easy and done within a week. Only the speaker was faulty but they provided me a replacement iPad. Consumer law claims are usually hard to carry out however I was surprised how easy apple made it for me, however for every good experience I'm sure there will also be a bad one.
That is a great result for you.
A friend of mine had a fault with his nexus 6p google replaced it without cribble with a pixel
+41djbrooks that’s great news.
I had the same issue with a faulty lens from jessops. They took my lens for 2 weeks to see if there was an issue, and told me there was none and refused a refund. In testing there was clearly a 10cm backfocus. I drove 60miles to another store, and there they (just about) offered me a refund. Customer service didn't want to abide by consumer law.
Sometimes it just depends on who serves you.
Thank you so much for sharing your experience. I bought my Mac from USA and I am living in the UK now. Can I claim consumer law right?
Sorry I am not sure on this. Apple would be duly bound to advise you correctly.
I was wondering why a few people would give such useful information a thumbs down. I guess they must have shares in Apple
LOL … it seems that way.
I have a 2017 13 inch MacBook Pro with touch bar an I absolutely love it. Ive had it for just over a month and have had no issues. I really considering getting an iPhone to replace my Samsung S6 Edge plus.
Great to hear yours is working fine.
So is it not worth buying extended warranty? Can you site the Consumer Law on accidental damage or only on "mechanical" damage?
Only defects that were there at time of manufacture.
Absolutely brilliant video. Thanks very much for all the info & sharing your experience Dave. I got the same MacBook Pro 2016 with Touch Bar on your recommendation & so far it hasn't gone wrong. Let's hope for the best. Keep up the good work.
That's great to hear. Keep listening for any pops and crack sounds.
Well done, retailers always talk up warranty until you need to use it, then they all run for cover.
Well said :D
hallo sir i am really happy to heard that from you,my brother bought bought a macbook to bring to me and becouse off the corona lookdown it took 6-7 month before he was able to come to me,the macbook was new and never open,so when i was opening it i made a video of it ,after i unbox it and turn it on the macbook never turn on i call apple and i was told they can not change for a newer one but rather to repair it,but i said this is absolutely new so i want a new one.
please how can i deal with such issue.
much greetings
With consumer law, the way I understand is the manufacturer has to be given a chance to repair the laptop at least one time. Then if it needs a second repair that will inconvenience the customer, at this stage a second repair could be refused. The fault has to be proven to be there at the time of manufacturing. There is a page on consumer law on the Apple website which is very useful. I hope you get it sorted.
they did the same thing to me with my iPhone 4s years ago. the sleep/wake button broke on me 3 days out of warrantee. when I went into the store to get it fixed they said it can't be fixed or replaced as it's out of warrantee and would cost me £150. I tried explaining that it was a clear manufacturing default and there where hundreds of cases listed online about it but denied it and told me no. it's vial. I love their products and usually have a great experience with their support. but this angered me so much. in the end I gave up.
however next time this happened (iPhone 6) took it in for a screen replacement and they stated that they couldn't get the new screen to calibrate and I would have to get a replacement phone and pay for it I told them that that's unacceptable and demanded they they replace it free of charge as I had already paid for the replacement screen.
they tried to refuse but I brought up the sale of good acts and consumer rights law and they backed down fast.
moral of the story, don't trust every Apple Store employee and always exorcise your rights.
This is my experience of the repair i posted this on reddit.
How Apple damaged my Macbook Pro during the keyboard replacement program.
I am 16 years old, in the UK going to sixth-form, I recently bought a used MacBook Pro 2019 to use for Sixth-form in a few months. The keyboard started sticking, so I brought it in for the keyboard replacement program. Everything went in smoothly for the first few days, however 3 days later the repair was put on hold due to the MacBook not having the original screen which came with the MacBook; (Something which I didn't know about). They asked if you would like the screen replaced, we declined as the screen was fully functional and in working condition.
13 days later, The whole thing went for 16 days to arrive most likely due to it being shipped to Czech Republic from the UK, I got the MacBook back until I noticed a faint line on the screen. So I opened it up and while opening it up I saw a large dent or slit on the screen cable. I was so annoyed as they cannot hire technicians that could actually do repairs properly. I have taken picture of the insides before it was sent in for repair.
A picture which i cant send on TH-cam,
The line which was on the screen.
A picture which i cant send on TH-cam,
LCD Cable after the repair.
A picture which i cant send on TH-cam,
LCD Cable before the repair
So the next morning, I went to the Apple Store. We had to wait 2 whole hours for a genius to come but once he came could barely notice the line but once he did, I have shown him the picture of the cable before I sent it in and after however he said since the screen wasn't the original one they cannot do anything about it even though the repairers were the one that damaged a working display.
That's as if you go to a car manufacture for an engine swap, and they damage your tires, but they will not repair or replace your tires because your tires didn't come with the car.
It seemed that once the repair technician realized the screen wasn't the original one, they put 0 care into the screen damaging the cable while sending it back damaged knowing as if no one will care and nothing will happen at all with the screen due to it being not the original one. Worst part of it all, they tried leaving it damaged thinking that I wouldn't notice at all. Same thing happened with Snazzy Lab by the way. How they damaged his iMac badly while thinking he wouldn't notice it at all. Moral of the story, if you replaced your screen and going to do the keyboard replacement, take pictures of the insides and outsides before they mess up something, because one they do they wouldn't do anything at all.
UPDATE 1 (Didn't log the time my bad but date 28/07/22)
I spoken to senior support about it, told them everything including how the screen was replaced in the past with a non genuine. The senior was super nice about it, she understood my concerns and said I need to bring it in again for an investigation. So I did however same thing was said that they wouldn't service it as the screen wasn't original at all so they wouldn't touch it even when the repairers were the one that damaged it. She said something along the lines of since this isn't an apple genuine part, these parts are not designed to be transplanted something along the lines of that, even though that damage is possible with an original screen. No clue what to do now I am thinking to trade it in for £300 or most likely just sell it as it is on another place like ebay. (Changed my mind about that). We will see tomorrow what will happen.
I hope you get a resolution to this. Thanks for sharing your experience.
I don’t find consumer laws for India and ask for too much amount as a part of paid service do you have any idea for apple consumer laws for india ?
I am not sure of the consumer laws in India.
Now that's the information worth having, cheers Dave!
:D thanks :D
Thanks for the info. Generally here in the US, I just bring it the my local Apple Store and they fix it at no cost and after 3 fix, they will replace another one.
Normally the service here is better. I did have the option of a store visit but it's a three hour round trip drive.
amazing video, so good to let people know the law and rights within the uk
🤓👍🏻
Also, if your business relies on the function of a macbook, you need to ensure you have a backup machine, that is your burden to bear. Tech sometimes needs to be repaired thats just the way it is and you being 3 hours from a store is legitimately not their issue, you can mail it in if you have to. Apple has a joint venture program that offers a loaner machine whilst they carry out repairs which perhaps you should also look into.
Thanks Ruhin, I have a few backup machines, just wanted to be treated fairly and share this so others can be too.
Does this apply to United States?
I am not sure, most likely different consumer rights there.
Thanks for the video Dave. I've had a similar issue with repairs at apple. In 2010 I had 6 iPhone 3GS repairs with each one being faulty. One of them even had missing screws! They refused to give me a refund and the process took months and a lot of my time. Eventually they decided to actually replace my model with a new iPhone 4 which was not refurbished and worked well. I had a similar issue with an older iPad as well.
I hope your issue has been sorted Dave, very scary considering that was £3000 worth. In terms of apple ecosystem I find mostly everything I use is on Adobe CC which is the same on Windows along with iCloud to sync files with iOS devices. FCP would be the only issue if you use that.
FCPX is the main issue.
Hi there,
When apple gave you the refund for your apple product,
Did you recieve how much the laptop was worth? or how much you paid for the laptop?
How much I paid. Although they can make a deduction for wear and tear.
Apples refund policies are terrible, i’ve been fighting for a refund on a subscription and am being told no as i didn’t read the terms.
even though the in app subscription stated one thing when i confirmed the payment, they still charged me full price.
i won’t be buying any subscriptions via apple in the future, only if the app maker offers a direct payment option. and cut apple put totally.
Sorry to hear this. I hope you get it sorted.
@@geekanoids nope basically given the finger by apple. Absolutely disgusting customer services. Raised to the Chief Execs office and they were the same.
They don’t care about consumer rights at all. And there is no one to complain to.
Well done. I’ll be doing that when I get a new MacBook Pro next year. I’m glad you got your money back.
Thanks for watching :D
Apple give one year warranty not matter who you buy it from new.
However, the second year is under consumer law and only applies to the place of purchase.
So if you brought it from Apple then Apple will cover the repair or replacement. If your brought it from outside Apple then it is the place purchase who should now deal with your issue not Apple.
Thanks for adding this.
Yes but you have 6 years under EU consumer law if it does not meet saleable quality. Apple have told me they won’t replace mine until they have replaced hardware 4 times in 12 months.
Thanks very much, really appreciated 👍🏻 Apple treated me unfairly, after I sent my faulty iPad pro 2020 which was overheating once I unlock the screen, they replaced it with a random one in a plain box looks refurbished! I asked them is that refurbished? They said it might be, I said I want mine back or my money I didn’t pay my money to get a refurbished product, they refused to return mine or even take their refurbished one and refund me. In addition to wasting my time as a student, it’s very disappointing and upsetting. I want to take it further
Might be worth mentioning a consumer law claim. I hope you get it sorted.
Hi, thank you so much for the information! I'm from India and I'm not able to see any information about the consumer laws in India from the link you had shared. Is there any way you could help me?
These particular consumer laws only apply to the UK.
Apple is killing the golden goose, the trust of their customers.
Agreed.
Dave I honk this is one of your best videos ever. Very clear helpful and informative
Thanks Colm :D
You can buy a spected out 2015 model! It’s like 15% slower, but a ton of a better product with a much reasonable bang-for-a-buck.
Very true.
After 7 months fighting with Apple to solve the issues with my Macbook Pro 16, I found your video and I just contacted them based on the legal warranty. They asked me to send an email with the legal articles that I mentioned them. I hope this finally ends. Thank you so much for the advice.
So glad you found my video. I hope you get a resolution to the issues.