Apple Refused to Replace my Laptop - How to Win with Consumer Law

[@geekanoids]

Check out more Apple related videos here bit.ly/GeekanoidsAppleVideos

[@EMKWANREVIEWS]

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.

[@geekanoids]

They were almost trying to put barriers up at every possibility … such a shame.

[@blchitu8535]

Geekanoids I'm afraid to buy iPhone here in India , service may be worse don't know

[@WoldsEndPhotography]

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.

[@geekanoids]

Thank you, have a great weekend.

[@666asx3]

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.

[@geekanoids]

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.

[@kcgoh2796]

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?

[@sgcontrol1]

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

[@PhilMakesThings]

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!

[@geekanoids]

Cheers Phil. Seems Consumer Rights Law helped you too.

[@markmetters6506]

Geekanoids what about if your product is fine for more than 12 months and then is defective?

[@albertorodriguez8528]

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.

[@geekanoids]

Best wishes for sorting it out.

[@kramnostribor1]

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

[@geekanoids]

Thanks Mark. I am happy to hear you got the watch sorted out in the long run.

[@MrJapethJarreau]

Here is the USA what works for me every time is fileing a complaint with the better business Bureau (BBB)

[@geekanoids]

Great tip, thanks for adding this.

[@ComputerBoyc-boy]

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.

[@geekanoids]

I hope you get it resolved.

[@ma53-m4c]

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

[@geekanoids]

I hope you get this sorted.

[@Plumbingbob]

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.

[@geekanoids]

I agree Bob, smartphone first.

[@ToniSkit]

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!

[@geekanoids]

Thank you so much :D

[@shahidyt]

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

[@FindingTrueFreedom]

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.

[@geekanoids]

Sorry to hear about your Apple product. I would definitely complain to them about the speaker issue.

[@sebastianforkuoh2354]

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?

[@geekanoids]

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.

[@ITSSS1-t4k]

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?

[@geekanoids]

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.

[@20NewJourney23]

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.

[@geekanoids]

🤓👍🏻

[@cassandraomorodion4297]

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

[@geekanoids]

I hope you get this resolved.

[@relax261085]

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!

[@geekanoids]

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.

[@sejalbhardwaj7488]

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

[@geekanoids]

I would definitely contact your local Apple Support. I hope you get it resolved.

[@MichaelNNguyen]

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.

[@geekanoids]

Normally the service here is better. I did have the option of a store visit but it's a three hour round trip drive.

[@T1R4TH]

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

[@geekanoids]

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.

[@terrydray]

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.

[@geekanoids]

🤓🤓🤓👍🏻👍🏻👍🏻

[@jackiswild]

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

[@geekanoids]

Thanks for sharing Jack, glad you got yours sorted too.

[@matiasmoscetta7620]

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.

[@geekanoids]

So glad you found my video. I hope you get a resolution to the issues.

[@lilggs4813]

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)

[@geekanoids]

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.

[@fanz6410]

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?

[@geekanoids]

Pretty sure they are covered.

[@SeraDoll89]

I was in same shoes and they refused me too. I don’t like apple after this either!! Thanks for this video!!

[@geekanoids]

Sorry to hear that.

[@SeraDoll89]

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.

[@SeraDoll89]

Geekanoids someone needs to create a better laptop and call it Strawberry 🍓 lol I’d buy it! Lol

[@geekanoids]

🤓👍🏻

[@doctormac123]

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.

[@geekanoids]

Great to hear yours is working fine.

[@biilalakhtar3552]

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!

[@geekanoids]

I was talking to a senior tech adviser at Apple. I can’t remember how long.

[@thepatientone1127]

Hi, did you buy the laptop from Apple directly?

[@geekanoids]

Yes, but this would apply if you purchased elsewhere too.

[@thepatientone1127]

@@geekanoids thank you for amazingly helpful video. I’m surprised your channels not bigger! 💙

[@acetylen42]

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).

[@geekanoids]

Thanks for sharing this.

[@jamesgonzalez9782]

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!

[@geekanoids]

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.

[@huch1966]

Well done, retailers always talk up warranty until you need to use it, then they all run for cover.

[@geekanoids]

Well said :D

[@BMWF900R]

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

[@geekanoids]

Sorry to hear this. I hope you get it sorted.

[@katspray]

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.

[@geekanoids]

I asked for it to be escalated to a senior support technician on the phone.

[@pritam6022]

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?

[@geekanoids]

Sorry I am not sure on this. Apple would be duly bound to advise you correctly.

[@kamnakaura]

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

[@geekanoids]

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.

[@edd1628]

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

[@geekanoids]

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.

[@alanr3id]

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]

Sorry to hear this. I hope you get it sorted.

[@alanr3id]

@@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.

[@johansterk8968]

Apple is killing the golden goose, the trust of their customers.

[@geekanoids]

Agreed.

[@sameerajponnoju3748]

@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?

[@geekanoids]

I got the full amount, but they can make an agreed deduction for wear and tear.

[@3ijnweu3oq3]

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 KZbin, The line which was on the screen. A picture which i cant send on KZbin, LCD Cable after the repair. A picture which i cant send on KZbin, 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.

[@geekanoids]

I hope you get a resolution to this. Thanks for sharing your experience.

[@uria702]

In almost every city, you can file a small claims lawsuit and appear before the judge without a lawyer. If you have $20 to spare, you stand nothing to lose by filing the claim and appearing in court.

[@geekanoids]

Thanks for sharing this.

[@ashleycox432]

There is no point phoning Apple for repair these days. They are dealing with such high volumes of requests and seem to be simply following a script. The only way to get issues resolved is to visit an Apple Store, make it known that you're a tech and know what you're talking about (or they'll simply blame software issues), and if necessary speak to a manager. I went through 6 2014 MacBook Pros, all of which were replaced due to logic board failure. They were replacing them with refurbished models, despite my original machine having failed inside of 30 days from purchase. I eventually spoke to the store manager and explained the situation and in fairness to him he couldn't have handled the situation any better and I was given an instant upgrade to a 2015 model which has been perfect. With regards another machine, nothing beats Apple's software and hardware integration, not to mention the general reliability, security and performance of the Mac platform. As much as I have my own reservations about Apple, I would buy another one of their machines and probably wouldn't even consider another manufacturer's laptop because it would ultimately be a worthless and avoidable headache.

[@geekanoids]

Thanks so much for adding this Ashley. Sorry to hear you went through six laptops.

[@345builderman345]

I was wondering why a few people would give such useful information a thumbs down. I guess they must have shares in Apple

[@geekanoids]

LOL … it seems that way.

[@shishirarse123]

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?

[@geekanoids]

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.

[@xxballer099gfxxzz3]

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.

[@geekanoids]

I would definitely push for that. You have been inconvenienced once. Best of luck sorting it out.

[@bhagyashripatil465]

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

[@geekanoids]

If you are in the U.K. this should be covered under Consumer Law.

[@bhagyashripatil465]

@@geekanoids consumer law is same as in your country but the years are different

[@gadgetboy38]

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.

[@geekanoids]

Great to hear you got good service Charles.

[@sameerajponnoju3748]

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?

[@geekanoids]

How much I paid. Although they can make a deduction for wear and tear.

[@_thomas_liam]

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 ?

[@geekanoids]

If you are in the UK I would ask for a claim under Consumer Law. It’s always worth asking.

[@happyguy2k]

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

[@geekanoids]

Good question. This is something that would be clarified at time of exchange.

[@nealpobrien]

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!

[@geekanoids]

For consumer law claims I always spoke to a senior level technician or customer service.

[@geekanoids]

It might also be worth asking to speak to executive relations.

[@aceraf158]

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.

[@geekanoids]

That is a great result for you.

[@duderu4real94]

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.

[@geekanoids]

Thanks for adding this.

[@mehcustom24]

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.

[@balavineethkumar7423]

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.

[@geekanoids]

I am only familiar with UK consumer law which I detail in this video.

[@glennismade]

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.

[@JTheAndroidFreak]

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.

[@geekanoids]

That's great to hear. Keep listening for any pops and crack sounds.

[@TheTechnoHash]

Now that's the information worth having, cheers Dave!

[@geekanoids]

:D thanks :D

[@MegaYogateacher]

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

[@geekanoids]

I think this applies to the country in which it was purchased. I hope you get a resolution.

[@iandavis7753]

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.

[@geekanoids]

Thanks for sharing this, I hope you get it sorted.

[@REAZNx]

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.

[@geekanoids]

They gave me a link to upload screenshots securely.

[@christofinb]

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 ??

[@geekanoids]

Very true, although a consumer law claim normally takes a lot longer to resolve.

[@salahuddinmiah3572]

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

[@geekanoids]

I hope you get this resolved.

[@whatsup3820]

So is it not worth buying extended warranty? Can you site the Consumer Law on accidental damage or only on "mechanical" damage?

[@geekanoids]

Only defects that were there at time of manufacture.

[@ThomasDevOnline]

Hello! Such a great video, i’m based in Lincolnshire and today I had to travel to Sheffield to show the problems I’ve been having with my MacBook Pro 16” (£3,889) I have had two replacements previously for this computer, and today I’ve had to loose out on work or delay work as the gentleman in the store said I need to leave the computer with them for a logic board and soundcard replacement. I’m not entirely sure what to do next as now Apple have released the new M1 processors. Luckily as the store is an hour and a half from me, they said that they would call me and ship the device to me. I can’t wait to hear your reply nor can I wait to hear from Apple

[@geekanoids]

You are entitled to a replacement. If the newer one is cheaper then it may be an option under consumer law to opt for a refund. Then just repurchase the new one. Good luck 👍🏻🤓

[@BF1GUN]

Well done Dave. Many would have shied away from taking this any further long before you did. More and more I see Apple as the sheep in wolf's clothing. All smiles and high fives when you're buying but stubborn as hell when an issue occurs. They want to be very careful, sentiment can change with customers very quickly. UK has some of the the best consumer protection laws in the world. I see many cases involving US citizens who are left to their own devices to resolve issues when something goes wrong.

[@geekanoids]

I am starting to see that shift both online and in my business circles already.

[@beradstefan8725]

apple problem : tim cook $$$$$

[@geekanoids]

:D

[@Viper4ever05]

seriously, he doesn't cut it

[@JonnyAtApple]

Well now he’s like buddy buddy with trump

[@Edmundostudios]

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.

[@geekanoids]

FCPX is the main issue.

[@LazyFlow]

After 3 years of fight with Apple for my 2016 15” MacBook Pro under Apple care, I managed to get a replacement for 2019 16” for “free”… Never had so many issues with a MacBook Pro before, I was super happy with my 2009 one until the motherboard died, then I wanted to avoid the usb-c touchbar models because of their reputation, but there was no more stocks of refurbed models on the market anymore so I had to buy this new model. And it was a non stop ongoing series of issues and emails, calls, reparations, waiting, not working for weeks. Mostly big issues with professional DJ hardware causing the killing of the touchbar and usb-c ports and the killing of my apogee ensemble studio sound card. Here is the list of fixes Apple did: motherboard x2, usb-c ports x2, touchbar x2, keyboard, battery, trackpad and I was asking all this time to get a replacement and they never wanted until my screen magically died at the end of the warranty and they was “ok you had enough issues you’re good for a replacement”… What I understand is that replacement is done when you have a lot of issues in a short time otherwise they just “fix” the problem. But those machines are super weak to compare to previous models. I really suggest you to get Apple Care, agree to 3 reparations, then ask for replacement if you consider buying a new model for professional use and even Apple Care+ cause they have more and more tricks to kill the warranty because of a lil liquid or humidity leak now.. had to do a counter diagnostic at some point because of a lil liquid stain on the body that wasn’t even affecting the hardware.. I used to be super happy about Apple quality products and services and now I have a big doubt. It’s also hard to me to consider going back to PC cause I’m stuck in this environment that i’m used to and mostly enjoy and depending of very specific Apple softwares and hardwares like Logic Pro.

[@geekanoids]

This is great news. So happy you got a good resolution here. Thanks for sharing.

[@LazyFlow]

@@geekanoids 🙏 good luck for your situation

[@FingerSkateScoot]

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.

[@geekanoids]

Sometimes it just depends on who serves you.

[@dbloom4885]

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

[@geekanoids]

Might be worth mentioning a consumer law claim. I hope you get it sorted.

[@auratrix5878]

I didn’t buy my iPhone 8 from Apple can I still go to Apple and claim *consumer law right*

[@geekanoids]

If it falls within consumer law, I think the first port of call should be the retailer and then the manufacturer.

[@maryamsohag5689]

Can I claim consumer rights with Apple if the MacBook was bought from Amazon?

[@geekanoids]

Of outside standard warranty I would direct your enquiry to Apple.

[@ra55575]

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.

[@geekanoids]

Thanks Ruhin, I have a few backup machines, just wanted to be treated fairly and share this so others can be too.

[@praker5139]

Brother you have patience. Wow, what an ordeal. Glad it worked out for you. Too bad you had to go through all those trials and tribulations.

[@geekanoids]

Thank you so much. Have a great weekend.

[@Yigit_Hacioglu]

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]

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.

[@Yigit_Hacioglu]

@@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...

[@Yigit_Hacioglu]

Hi! I got my brand new 16 inch macbook pro today 👍🏻

[@ARG]

amazing video, so good to let people know the law and rights within the uk

[@geekanoids]

🤓👍🏻

[@TheRealEcuaBoi]

Well done. I’ll be doing that when I get a new MacBook Pro next year. I’m glad you got your money back.

[@geekanoids]

Thanks for watching :D

[@mikerichmond2593]

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

[@geekanoids]

Ask them to consider it under consumer law rather than a warranty claim. I hope you get a resolution.

[@tutacat]

What is the point of not accepting a replacement motherboard? That is basically the same as replacing the whole laptop. It is bad enough they don't do board repair.

[@geekanoids]

True 🤓👍🏻

[@ivancis6614]

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.

[@geekanoids]

Very true.

[@alexonthestreet]

I bought an expensive iMac which has been giving grief since the day I got it. The OS has been reinstalled so many times I have lost count. It has been away to be repaired and they could find no HW fault but reinstalled the OS. Previously the tech expert said it should be replaced but they would not do that and reinstalled the OS again. He said if it was not working properly they would have to replace it next time. Now again they say they will not replace it but I have to reinstall the OS yet again. They are lying to me and therefore are not worthy of trust. I am so sorry I ever invested in an Apple machine as my impression is that they are a bunch of crooks. Yes things can go wrong of course but how you deal with customers says a lot about your ethos. Any thoughts on what I should do?

[@geekanoids]

If you are in the UK, ask them to handle your claim under Consumer Law, rather than a warranty claim.

[@ireneguy9110]

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

[@geekanoids]

If you can prove the fault was there at the time of manufacture, yes you can.

[@ireneguy9110]

@@geekanoids they need to prove it wasn’t faulty at the time of sale

[@davidbaines2810]

Companies who sell to UK customers need to abide by UK law full stop. As soon as the try to get out of their responsibilities for whatever reason they should be subject to a fine.

[@geekanoids]

Very well said, I agree.

[@krishnachoudaha8497]

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…

[@geekanoids]

Sorry to hear that. I would reach out to Apple head office or their support on Twitter.

[@dharshanavanniarajan8021]

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?

[@geekanoids]

These particular consumer laws only apply to the UK.

[@jakthebomb]

This sounds alot like my experience with Apple. After 2 failed repairs (They scratched my MacBook Pro). They replaced my 2016 with a 2017 model.

[@geekanoids]

Glad you got it sorted.

[@ruvinigamage1363]

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

[@geekanoids]

Sorry I am not sure on this. Apple UK would be able to advise you.

[@Cruella-Deville]

These days of consumer protection Apple think they are a law to them selves. Well done you! I have a iPad Pro the large model with the pencil because i have charged the pencil on the laptop when i go to charge my iPad it wont always charge it rejects the charging cable i get this every time i plug the charging cable. I think its to do with the pencil being charged using the same input. I know i have an alternative to charging the pencil other than on the iPad but i never seen the problem coming.

[@geekanoids]

Thank you so much.

[@Cruella-Deville]

Well "thank you" for your input I wish I'd not bothered.

[@thedjbretthaley4070]

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*

[@geekanoids]

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.

[@thedjbretthaley4070]

@@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!

[@shannonbarr5094]

I have a battery issue with my 2016 13" MacBook Pro. Ive been researching about it and found that my laptop qualifies for apples recall programme as this was an issue with the model I own. I did as apple told me, I went to a repair store to make sure that the battery was 100% faulty, it was. But after they did the tests, they charged me for the diagnosis and also told me that the battery could not be replaced because its 4 years old (even though they told me it was faulty). I am now looking into the consumer rights law, although I am very apprehensive about them fixing it during the pandemic, but then again because of the pandemic I probably could have had this fixed earlier. Any tips with dealing with apple? I am also a loyal apple customer just like you so I find that this back and fourth that im having with apple is truly atrocious seeing as they pride themselves upon the best customer service.

[@geekanoids]

Ask to speak to senior technician or executive relations. Best advice is always explain things in a clear way and that you expect them to honour their earlier offer of a free replacement.

[@Ciferos]

Had loads of problems with Dell: Bought 2x Alienware from Dell directly. First ones screen broke after 11 month, so they came out and changed the screen - which was fine, but for a 3k laptop one would expect better quality. The second Alienware was 3.5k and broke after less than 2 weeks ! It sparked and then was dead. It took me 3 weeks to get a refund ! Next time bought a XPS laptop online (also Dell) this worked fine, but also had this cracking in the sound system, subsequent software updates fixed it though. Not even 10 month in and I had dead pixels!! Now after a lot of back and forth I got a refund and I am typing this on a 2015 Mac Pro, as Dell is obviously not going to happen again, but seeing this video made me think twice :)

[@geekanoids]

Sorry to hear you had issues with the laptops. Good that you got it sorted too. Have a great weekend.

[@hugoapresname]

very helpful and informative!

[@geekanoids]

Thanks 😊

[@broswirski4513]

They got you hooked on the Cool Aid, my friend. Of course you can't get out anymore :D

[@geekanoids]

:D:D:D true :D

[@Cristian-rs2kw]

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

[@geekanoids]

Sorry to hear this. If your consumer law is almost the same, it would be worth asking for a replacement. Best of luck.

[@ansha2221]

They refused to repair my battery citing that in their test they get 81% as the battery health. Apple services with less than 80% battery health. This is ridiculous as their MacBook software -> System report shows max charging to be at 78%. So I don't get it how their diagnostic test can show 81%. Wasted 3 hours of my time to setup the new laptop I had purchased while my current MacBook was with their store. All in all - waste of time for EVERYONE. Really mad at Apple as I have paid high price for AppleCare+ -> NOT to have such a horrible experience and waste of time.

[@geekanoids]

Sorry to hear this. I would email or write to them and let them know you are not happy with their decision. It might spark some action on their part.

[@ansha2221]

@@geekanoids Update - After a month later, I was able to have the battery health even lower about 74% or so. Apple was able to notice a problem with the erratic battery behaviour during their diagnostics run at the store as well and agreed to replace the battery with AppleCare+. Got the computer working in great condition again with good battery backups. Also provided feedback to Apple about the previous experience and they informed that it will be looked into and improved in future. They were very responsive this time. Happy to see that.

[@colmranger]

Dave I honk this is one of your best videos ever. Very clear helpful and informative

[@geekanoids]

Thanks Colm :D

[@sagoesam4556]

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

[@geekanoids]

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.