Need help with Logic Board replacement

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Level 1

8 points

Need help with Logic Board replacement

I went back to the Retailer as the mobile was 2 years & 1 month (they gave me a 2 year warranty) - advised that I would have to prove the fault was not caused by myself. Took it to Genius Bar - identified Logic Board had died and provided authorisation of work report. Logic Board would not accept power from charger, or battery in phone. Solution: Replace iPhone 8 mobile telephone. Advised I should make a claim under the Consumer Rights Act 2015. Retailer refused to accept that report and told me I'd need to get an independent technician report & paid £25. Provided independent report and Retailer Tech Support didn't even read it and based their refusal on the Apple Report. Did a search for issues with iPhone 8 - noted that there was issue with Faulty Logic Boards on iPhone 8. "I discovered that Apple had found that a small percentage of iPhone 8 devices have a defective logic board that hosts the phone's main electronic components, including the microprocessor (or the device's brain), the memory and the wireless chip". Faulty logic boards are causing a "very small percentage" of the model to unexpectedly restart, freeze the screen or not turn on at all. The latter, is what happened to my Iphone 8 on the morning of the 15/07/21, when I plugged it into the Apple charger, nothing happened and (the device did not switch on) all I had a blank screen and no response from the Iphone 8 mobile telephone. I discovered Apple initiated a Logic Board replacement Program and I checked my serial number - message came up that my mobile was not on affected. However, when I checked again it, my cursor hovered the serial number and in very tiny red print it gave this message: The serial number you entered is not eligible under this program because either:

- It's not in the affected serial number range.

- Our records show your device was already repaired under this program.

- Our records show your device is no longer eligible for a free replacement under this program.

I have a situation where the Retailer won't accept the mobile has a fault and now Apple is telling me that I'm not eligible for a free Logic Board Replacement in the above message. Clearly, I have a faulty/defective Logic Board that was used as a replacement for the original faulty Logic Board. Any ideas how I can proceed?

[Re-Titled by Moderator]

Posted on Aug 7, 2021 5:56 AM

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Answer 1

LD150

Level 10

103,308 points

Aug 10, 2021 7:44 AM in response to LD150

As a postscript, look at section 24 of the 2015 act which talks about "deduction for use" and can drastically reduce the compensation in a refund situation, based on 25 months use pro-rated against an arbitrary iphone 8 expected life which could be 3 or 5 years, who knows.

I still need to hear from someone who successfully used the act against the big boys.

Giving 28 days notice of small claim court action usually focusses their mind to settle out of court, or ignore it and then you win.

(None of my posts should be considered legal advice)

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Answer 2

Gwen8 Author

Level 1

8 points

Aug 10, 2021 10:00 AM in response to LD150

I appreciate what you have advised about your posts, but sharing knowledge is a positive thing and it is something for me to check out.

Well, I am certainly going to continue to try and resolve my iPhone 8 faulty issue. I think the reason why most buyers don't claim for faulty goods is because retailer make it so hard for them. In my case, I contacted the Retailer to discuss the issue of the faulty logic board and when I spoke to their Tech Support told they would not accept the Genius Bar Authorisation of Work Report and told me I would need to get an independent technician to assess and write a report - strictly they should have accepted Apple's report. I did get an independent report and they didn't even read it, but the first call worker wrote: 'Whilst reviewing your case, the reports from Apple engineers does not confirm that the fault appeared now is an inherently fault. Therefore, I can advise that your claim under Consumer Rights Act 2015 is not successful'. and I've received more of the same from other call centre workers. So, I have written to the Head of Customer Services and I am awaiting a response.

I will look at Section 24 of the consumer Rights Act.

Thank you for the information above.

G

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Answer 3

LD150

Level 10

103,308 points

Aug 9, 2021 12:56 PM in response to Gwen8

If you are using the UK 2015 act then you must claim agsinst the retailer who sold you the phone. If they refuse then go to the local county court and find out about small claims process.

Nobody here can help you further and your claim is not against Apple under that UK legislation but against the retailer ie the company your contract was with.

However you can present the evidence you have obtained thus far for the judge to consider.

Whether you are eligible for Apple intervention is outside that legislation

Get oroper legal advice from Citizens Advice Bureau, lawyers are not necessary, the judge just needs to know you have tried and failed to get your remedy and the independent report will help.

PS the 2015 act allows for claims up to 6 years after purchase but that doesn't give you a 6 year warranty.

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Answer 4

Gwen8 Author

Level 1

8 points

Aug 10, 2021 5:42 AM in response to LD150

I've have already contacted the retailer, but so far I have been going to and fro their outsourced tech. Support Dept, who keep telling me I do not meet the requirements under the CR 2015 Act. It is clear to me that they either don't fully understand the legislation, or they have been trained to just 'bat' off complaints in order to avoid their legal obligations.

I have submitted 2 inspections reports to the retailer and the 1st Authorisation of Work from the Apple Store was dismissed outright by them and I was told that I needed to obtain an independent Inspection Report, which I did; both identified the logic board was faulty and could not receive power from the charger and the phone's battery. The ironic thing with that someone had read the Genius report and used that to dismiss my claim and had even looked at the independent Report I paid for.

I did contact Citizens Advice and I am awaiting communication from them. I have also sent a letter to the Retailer with what has happened to date and again claiming under the CR Act specifying why I meet the criteria, etc. I did speak to someone in Apple yesterday and they were very helpful - suggested approaching the Ombudsman if the retailer ignores me, which has reinforced I was taking the right necessary steps. It was a technician in the Genius Bar, who advised me about claiming and suggested I read up on the legislation - I have followed his advice. I will proceed onto the Small Claims Court, if I don't get a satisfactory outcome.

The biggest problem is that we all dependent and rely so much on our mobiles and I've lost such a lot of data too, which is very upsetting. The iPhone 8 is the 1st time I have ever had a problem with any of the Apple devices. I've purchased over the years!

Thank you for your response it is very helpful!

G

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Answer 5

LD150

Level 10

103,308 points

Aug 10, 2021 7:27 AM in response to Gwen8

You seem to know what you're doing.

I used ombudsman service against a network operator (they each have their own) but that was about billing not hardware, and I wasn't sure if you bought from there or say John Lewis or Currys where there may not be an ombudsman.

Anyhoo, good luck, and nil illigitimi carborundum

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Need help with Logic Board replacement

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