iPhone 6s two years old motherboard faulty. Still covered?

Forums › Apple iOS and devices › iPhone 6s two years old motherboard faulty. Still covered?

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#2046468 30-Jun-2018 16:19

lchiu7: A friend has
the above phone. It got stuck in a situation where it only shows the Apple logo on charge. She took it into a local mall transit place who charged $45 to diagnose the phone had a motherboard fault. She didn't continue. They noted the phone was in good condition.

I think two years is too short a period to have to pay for a new motherboard. The CGA should apply. We're in Wellington so should we be able to take the phone to OOBE who are the local Apple agents and ask for it to be repaired or do we need to contact Apple directly?

Thoughts? Thanks.

My macbook air suddenly stopped powering up. I took it to Noel Leeming where the first thing they asked me was 'Did you purchase our extended Warranty?' No I did not! They tried to tell me as the laptop was over 12 months old I was not covered. I argued under the consumers guarantee act, an item like a laptop should be covered for a good few years due to the high cost. Off they trotted to discuss and came back to tell me so long as there was no software issues, they would cover the repair!

AS for the Iphones they are covered for 2 years.

mattwnz

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#2046470 30-Jun-2018 16:25

thecatsgoolies:

AS for the Iphones they are covered for 2 years.

No, the CGA DOESN'T specify a time period. Apple now even make that clear on their website.

scuwp

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#2046471 30-Jun-2018 16:30

mattwnz:

thecatsgoolies:

AS for the Iphones they are covered for 2 years.

No, the CGA DOESN'T specify a time period. Apple now even make that clear on their website.

Yes, but in addition to the CGA Apple provide a 2 year manufacturers warranty

Lazy is such an ugly word, I prefer to call it selective participation

lchiu7

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#2046473 30-Jun-2018 16:31

scuwp:

mattwnz:

thecatsgoolies:

AS for the Iphones they are covered for 2 years.

No, the CGA DOESN'T specify a time period. Apple now even make that clear on their website.

Yes, but in addition to the CGA Apple provide a 2 year manufacturers warranty

The phone is < 2 years old (July 7) so that's not an issue - just to free it from Find My iPhone so the agent can send it in for replacement

Staying in Wellington. Check out my AirBnB in the Wellington CBD. https://www.airbnb.co.nz/h/wellycbd PM me and mention GZ to get a 15% discount and no AirBnB charges.

alasta

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#2046474 30-Jun-2018 16:46

thecatsgoolies:

Off they trotted to discuss and came back to tell me so long as there was no software issues, they would cover the repair!

It really annoys me how all software issues are assumed to be the fault of the user. The reality is that if a problem arises from defective software design then that is entirely within the scope of consumer protection laws.

surfisup1000

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#2046497 30-Jun-2018 17:32

thecatsgoolies:

lchiu7: A friend has
the above phone. It got stuck in a situation where it only shows the Apple logo on charge. She took it into a local mall transit place who charged $45 to diagnose the phone had a motherboard fault. She didn't continue. They noted the phone was in good condition.

I think two years is too short a period to have to pay for a new motherboard. The CGA should apply. We're in Wellington so should we be able to take the phone to OOBE who are the local Apple agents and ask for it to be repaired or do we need to contact Apple directly?

Thoughts? Thanks.

My macbook air suddenly stopped powering up. I took it to Noel Leeming where the first thing they asked me was 'Did you purchase our extended Warranty?' No I did not! They tried to tell me as the laptop was over 12 months old I was not covered. I argued under the consumers guarantee act, an item like a laptop should be covered for a good few years due to the high cost. Off they trotted to discuss and came back to tell me so long as there was no software issues, they would cover the repair!

AS for the Iphones they are covered for 2 years.

Noel Leeming are a disgrace and should know better than to tell you this.

I recommend sending your experience to the commerce commission as they have an active case against Noel Leeming for precisely the behaviour you describe.

http://www.comcom.govt.nz/the-commission/media-centre/media-releases/2018/charges-filed-against-noel-leeming-for-misrepresenting-consumers-rights

Incidentally, spark told me my nearly 4 year old iphone 5s was not covered by their warranty and the CGA does not apply over 2 years old. I filed a complaint against them and they folded like a lawn chair.

If you've treated your phone nicely, I guarantee they are required to repair at no cost to yourself.

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scuwp

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#2046501 30-Jun-2018 17:35

lchiu7:

scuwp:

mattwnz:

thecatsgoolies:

AS for the Iphones they are covered for 2 years.

No, the CGA DOESN'T specify a time period. Apple now even make that clear on their website.

Yes, but in addition to the CGA Apple provide a 2 year manufacturers warranty

The phone is < 2 years old (July 7) so that's not an issue - just to free it from Find My iPhone so the agent can send it in for replacement

https://support.apple.com/kb/ph2702?locale=en_NZ

Lazy is such an ugly word, I prefer to call it selective participation

Brumfondl

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#2046587 30-Jun-2018 22:21

lchiu7:

Anyway after many attempts to reset the Apple ID (the owner never used iCloud or the Apple ID) we managed to logon to the account. But can't find a setting to turn off Find my Iphone unless it's the option to delete the phone from the account? Is that the one (have no idea since I am not a IOS user).

That should do it, yes :)

lchiu7

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#2046662 1-Jul-2018 09:59

Cool. I'm going to actually do it in the store when I take the phone back so they know it's ours and will replace it.

Staying in Wellington. Check out my AirBnB in the Wellington CBD. https://www.airbnb.co.nz/h/wellycbd PM me and mention GZ to get a 15% discount and no AirBnB charges.

lchiu7

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#2048473 3-Jul-2018 17:46

Didn't work. This is proving to be a major hassle. Went into the store and brought up the Manage Apple ID screen showing the phone. One of the staff members (OOBE) said delete the phone which I did.

But when we went to iCloud on the same account it showed the phone was not set to Find My iPhone but OOBE's system said it was. My friend has never used iCloud and if and when the phone is replaced she is going to lose all her data - lesson learnt I guess.

Since this was a retail purchase from Harvey Norman possibly HN locked the phone before selling it? OOBE's system showed the seller to be a channel provider, not HN.

Anyway called Apple and after spending a lot of time on the phone with them they sent me a link to upload the receipt which I did. I now have to wait to see if their activation department believes us and unlocks the phone.

What a hassle.

Staying in Wellington. Check out my AirBnB in the Wellington CBD. https://www.airbnb.co.nz/h/wellycbd PM me and mention GZ to get a 15% discount and no AirBnB charges.

mattwnz

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#2048480 3-Jul-2018 17:53

scuwp:

mattwnz:

thecatsgoolies:

AS for the Iphones they are covered for 2 years.

No, the CGA DOESN'T specify a time period. Apple now even make that clear on their website.

Yes, but in addition to the CGA Apple provide a 2 year manufacturers warranty

It is only one year according to their website https://www.apple.com/nz/legal/statutory-warranty/

Apple Limited Warranty

2 years from date of purchase for Apple Watch Edition
1 year from date of purchase for all other Apple products

The only thing that is 2 years according to their warranty page is the apple watch edition.

It does extend to 2 years if you buy applecare.

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CYaBro

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#2048490 3-Jul-2018 18:37

lchiu7:

Didn't work. This is proving to be a major hassle. Went into the store and brought up the Manage Apple ID screen showing the phone. One of the staff members (OOBE) said delete the phone which I did.

But when we went to iCloud on the same account it showed the phone was not set to Find My iPhone but OOBE's system said it was. My friend has never used iCloud and if and when the phone is replaced she is going to lose all her data - lesson learnt I guess.

Since this was a retail purchase from Harvey Norman possibly HN locked the phone before selling it? OOBE's system showed the seller to be a channel provider, not HN.

Anyway called Apple and after spending a lot of time on the phone with them they sent me a link to upload the receipt which I did. I now have to wait to see if their activation department believes us and unlocks the phone.

What a hassle.

It could be that they used a different Apple ID initially, that has the iPhone locked to it?

No way HN would have locked the iPhone to an account before selling it.

If you want to PM me the serial number or IMEI I can check for you as well.

Sometimes the iOS device will show up in a couple of places on the iCloud website. (NOT the Manage Apple ID website)

On the Find iPhone screen you need to click on the All Devices list at the top and you should see the iPhone on there that you can select.

It will show as being offline but you can Remove from Account on that screen.

Then also go into the Settings, on the iCloud website, and see if it is listed in the My Devices section.

If it is click on it and then click the blue X next to the name, on the list that pops up.

Opinions are my own and not the views of my employer.

lchiu7

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#2064630 29-Jul-2018 17:13

CYaBro:

It could be that they used a different Apple ID initially, that has the iPhone locked to it?

No way HN would have locked the iPhone to an account before selling it.

If you want to PM me the serial number or IMEI I can check for you as well.

Sometimes the iOS device will show up in a couple of places on the iCloud website. (NOT the Manage Apple ID website)

On the Find iPhone screen you need to click on the All Devices list at the top and you should see the iPhone on there that you can select.

It will show as being offline but you can Remove from Account on that screen.

Then also go into the Settings, on the iCloud website, and see if it is listed in the My Devices section.

If it is click on it and then click the blue X next to the name, on the list that pops up.

Just to close this story off and it has a happy ending.

Took the phone back to HN where it was bought. They did notice it had a very slight bend (Iphone 6 issues) but like myself could not believe it caused the fault and send it off to Service+. Service+ eventually came back and said the phone had FindMyIphone turned on (!) and could not fix it. They suggested I called Apple and I did and finally got to speak to a very nice lady who actually is in NZ. She listened to my story, found the case record and sent it to the Activation Department who eventually turned off the feature.

She then sent a note to Service+ saying there was a warranty exemption (beyond two years) and to replace it.

I was feeling pretty happy about that til I received a note from Service+ saying the phone had a bend on it which invalidated any warranty!

Again an email to Apple (the same person) who again was very helpful and said, since they had already granted an exemption for a replacement beyond the warranty period that still held and she again emailed Service+ to honour the warranty.

And today picked up the replacement phone from HN.

Having spend several hours on this I have learnt the following

- make sure my friend logs on, sets up her AppleID and FindMyIphone and puts the passwords somewhere safe

-get a strong case for the phone so it won't bend

-Avoid ever getting an iPhone (well that was never going to happen anyway) :-) The experience was just too traumatic

Staying in Wellington. Check out my AirBnB in the Wellington CBD. https://www.airbnb.co.nz/h/wellycbd PM me and mention GZ to get a 15% discount and no AirBnB charges.

surfisup1000

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#2064650 29-Jul-2018 18:32

thecatsgoolies:

AS for the Iphones they are covered for 2 years.

I'm interested, who told you this misinformation?

surfisup1000

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#2064655 29-Jul-2018 18:36

lchiu7:

Just to close this story off and it has a happy endingThey did notice it had a very slight bend (Iphone 6 issues) but like myself could not believe it caused the fault and send it off to Service+.

-Avoid ever getting an iPhone (well that was never going to happen anyway) :-) The experience was just too traumatic

Iphones are prone to bending (google it for the 40 million pages of phone bending stories) so that is a fault in itself. You could successfully argue that it is normal for people to put phones in pockets. So ,apple should cover slightly bent phones for making them like that.

It was only traumatic because you did not know your rights.

The government is somewhat to blame for your experience, as they rarely prosecute retailers for breaking the law. You would probably have the same experience with any smartphone brand.

The commerce commission is currently prosecuting apple and noel leeming for breaching the CGA, although, i don't expect it to change their behaviour after several decades of ignoring the law.

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