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iPhone Support / Purchase Question |
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#1 |
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Forum Member
Join Date: Oct 2015
Location: Cheshire/Shropshire Border
Posts: 589
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iPhone Support / Purchase Question
If I buy an iPhone from somewhere other than an Apple store or online, is there any difference to the level of after-sales support I'll get if I need it?
I wouldn't normally consider buying something like this from the likes of Argos, but as Apple seem to enforce a fixed pricing policy it doesn't seem to matter, and is much more convenient. Taking AppleCare out of the equation and bearing in mind it will have an official warranty of course. I'm thinking more informal queries, faults etc - if I contact Apple or pop into an Apple store if I'm near one they're not likely to point me to the nearest Argos store are they?
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#2 |
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Join Date: Mar 2000
Location: This forum
Posts: 3,388
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No, Apple will support their product. However any "legal coverage" you may rely on is with the retailer, not with the manufacturer. So warranty is with Argos.
Its the same if you bought the phone from a network operator or independent mobile phone retailer. |
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#3 |
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Forum Member
Join Date: Jan 2013
Location: West Midlands
Posts: 2,450
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In short mate your fine, I mean I've bought second hand iPhones from gumtree before, had an issue and took it into an Apple Store and they gave me a new phone, no receipts shown at all! I think that answers your question
![]() End of the day it's an Apple product, whether you bought it from joe blogs down the road or from Argos etc. |
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#4 |
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Forum Member
Join Date: Oct 2015
Location: Cheshire/Shropshire Border
Posts: 589
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Cool, thanks - I'm relying on recent reports about Apple customer service being great!
Of course, I hope not to need it - but you never know...
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#5 |
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Forum Member
Join Date: Jul 2007
Posts: 3,985
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Quote:
Cool, thanks - I'm relying on recent reports about Apple customer service being great!
Of course, I hope not to need it - but you never know... ![]() |
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#6 |
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Join Date: Jan 2013
Location: West Midlands
Posts: 2,450
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Quote:
There is no difference in how Apple will treat you in the first year, however in the second year Apple will still help you under their consumer law warranty if you bought direct from them but will refer you to your retailer if you bought elsewhere (which means you get no second year of warranty help if you buy somewhere like Argos).
My wife had her iPhone 6S replaced 2 months out of warranty, no receipt was shown during the process and it wasn't bought from the store that replaced it. |
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#7 |
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Forum Member
Join Date: Jul 2007
Posts: 3,985
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Quote:
No idea where you got that from, but your wrong either way!
My wife had her iPhone 6S replaced 2 months out of warranty, no receipt was shown during the process and it wasn't bought from the store that replaced it. If you buy from Apple they will effectively warranty the iPhone for 2 years, 1 year standard warranty and the second year as what they call Consumer law warranty. This Consumer law warranty only applies to devices sold directly by Apple. If you bought any else, Apple offer the same service for the first 12 months and thereafter will refer you to your retailer for any warranty service that might be required, in the case of the networks, CPW, Argos etc that usually means a great deal of stress and usually very little customer service. John Lewis is one of the few retailers than will give a 2 year warranty as well. You can confirm what I've said with Apple or go and read one of the Consumer boards like MoneySavingExpert to see all the unhappy people who didn't buy from Apple and are fighting with their retailers, there was one on there today currently trying to get CPW to resolve issues after Apple sent them to CPW as it was outside the normal 12 month warranty. Maybe your wife fluttered her eyelashes and flirted a little and got a genius on a good day who then did a goodwill replacement that they probably shouldn't have. |
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#8 |
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Forum Member
Join Date: Oct 2015
Location: Cheshire/Shropshire Border
Posts: 589
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Quote:
There is no difference in how Apple will treat you in the first year, however in the second year Apple will still help you under their consumer law warranty if you bought direct from them but will refer you to your retailer if you bought elsewhere (which means you get no second year of warranty help if you buy somewhere like Argos).
Apple direct it is then.... |
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#9 |
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Forum Member
Join Date: Aug 2014
Location: United Kingdom
Posts: 2,875
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I think if you kicked up a fuss you'd get over two years of service from Apple.
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#10 |
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Forum Member
Join Date: Jun 2016
Posts: 395
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A couple of years ago my three year old mid-2011 iMac developed a fault with the LCD panel.
Apple quoted me £480 to get it replaced but I used Consumer Law to argue a looked after £1,000 computer should last longer than that. Result? Replaced free of charge. Similarly in January 2011 I dropped my iPhone on the floor and smashed the screen. Would have cost £169 to fix but Apple gave me a replacement free of charge as it was my 'first offence'. |
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#11 |
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Forum Member
Join Date: Jul 2007
Posts: 6,288
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Quote:
I think if you kicked up a fuss you'd get over two years of service from Apple.
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#12 |
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Join Date: Aug 2014
Location: United Kingdom
Posts: 2,875
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Because Apple love to please their customers. And I know because I just had my Mac repaired for free and it's a model from 2013...
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#13 |
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Join Date: Jan 2012
Posts: 5,099
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Quote:
Because Apple love to please their customers. And I know because I just had my Mac repaired for free and it's a model from 2013...
Until this year, pretty much all my calls were handled in Ireland.
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#14 |
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Forum Member
Join Date: Aug 2014
Location: United Kingdom
Posts: 2,875
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Quote:
They did, my more recent experiences with them suggest they are abandoning the expensive 'a delighted customer remains an Apple customer' mantra in favour of bog standard by the letter of the law approach. I've even started encountering calls and support from BT-style Indian call centres.
Until this year, pretty much all my calls were handled in Ireland.I also think they've gone backwards under Cook who should go back to COO and they should find a new CEO. |
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#15 |
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Forum Member
Join Date: Sep 2003
Location: Sandy Heath, Beds. UK
Posts: 10,374
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To be fair, it was in response to a number of really bad experiences I have had. So yes, they do still want to please their customers but it takes them a long time. That's my anecdotal experience.
I also think they've gone backwards under Cook who should go back to COO and they should find a new CEO. |
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#16 |
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Forum Member
Join Date: Aug 2014
Location: United Kingdom
Posts: 2,875
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Quote:
... because one person makes a huge difference don't they? Things were different when Steve Jobs was personally serving you in the Apple Store.
The customer service I have experienced in store has definitely got worse since 2011. That is my experience and so for me Apple has gone downhill since Cook took over. Emphasis on my experience. |
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#17 |
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Forum Member
Join Date: Jan 2012
Posts: 5,099
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Quote:
We've had this argument before. You disagree and that's fine but I have my reasons.
The customer service I have experienced in store has definitely got worse since 2011. That is my experience and so for me Apple has gone downhill since Cook took over. Emphasis on my experience. Just this week I received a faulty pair of AirPods. Apple says they cannot currently do the usual ship a box and return and replace for this product. They want me to make a genius appointment and go to a store to have them inspected. But no nearby stores have ANY appointments available for the next two weeks, and by then my right to a return and refund will have passed. So I'm having to return them for a refund and will then need to purchase again once there's stock available - and there's currently a 6 week wait! I tried three separate calls to Apple hoping I was just hitting an operator who was getting it wrong. But each one ended up saying exactly the same thing. And each one confirmed there was absolutely no genius appointments available to me at three different stores. I find it crazy that the system refuses to let Apple have me return for a replacement. It will only accept a return for refund, so I've been forced to ask for my money back. |
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#18 |
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Forum Member
Join Date: Dec 2008
Location: UK
Posts: 14,217
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Apple will support you regardless of where you bought the phone from. If it develops a fault in the first year you can take it directly to the Apple Store and they will fix/ repair it free of charge under your warranty. You can go through where you bought it from John Lewis, Argos, etc but it will be quicker to go directly through Apple directly.
I had an iPhone 3G that I got from Carphone warehouse. In the first year it developed a fault. I took it back to CPW as I didn't know I could go straight to Apple. CPW sent it off for repair and t took about 3 weeks to get it back. It had a new fault. I just made an appointment at the Genius Bar at the regent street store. Took it in and they swapped it for a new phone. Very straight forward and simple. |
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Until this year, pretty much all my calls were handled in Ireland.