Accidental Damage, Broken Microphone and the 90 Day Warranty

Hi guys, hopefully someone can help me out. I recently purchased an iPad 2 in Westfield, Stratford about a month ago. As you can imagine, I was pretty gutted when I dropped it from my lap onto a mug causing the top right of the frame to shatter, and a single hairline crack across the screen. I counted my blessings that the LCD screen hadn't actually broken, and obviously realised that this accidental damage was not covered under the apple warranty.


After continuing to use my ipad for another 2 weeks perfectly, I noticed that facetime wasn't working, where it previously had even after the accident (almost every day for two weeks) After taking my iPad to a different store, I was disappointed to discover that they wouldn't replace the ipad due to the accidental damage, which the technician agreed with me is extremely unlikely to have caused the microphone damage. They claimed that my warranty was voided by the accidental damage (even though I had been advised by apple not to get my ipad repaired after the accidental damage due to it voiding the warranty, but i'm willing to leave that for another day). However, upon reading the warranty, the only relevant parts I can seem to find states that apple don't cover accidental damage, even though it is not the accidental damage I wanted replaced, it's the faulty part. I understand and have been told numerous times that 'that's how apple works,' which is fine, they can work how they want and it's obviously proved successful so far. But what I don't understand is how the 'way apple work's' causes their warranty to become void and ends up penalizing the customer. Following some further research, my statutory rights indicate that I am entitled to a replacement under UK law.


Can anyone suggest any actions I take next? An advisor on the phone suggested I take the iPad back to Westfield to make a complaint about the consumer law, but this will prove difficult as I am currently a student in Sheffield.


Thanks,


Lloyd

iPad 2 Wi-Fi, iOS 5.0.1

Posted on May 10, 2012 7:24 AM

Reply
3 replies

May 10, 2012 8:27 AM in response to thesteelcity

As soon as there is documented accidental damage the presumption is made that any and all hardware issues stem from that accidental damage, even if any techs or experts say that it's unlikely.


It's just like, with the new Apple Care Plus, you either buy the protection with accidental damage coverage as you purchase the device, or if you choose to wait until the end of the 30 day grace period then you have to have your device examined and declared to be free of accidental damage. ANd, according to the TOS, if they see what they term 'accidental damage' on your device they can deny you the purchase of the Apple Care Plus. Or you will at least have the 'preexisting condition' noted for your device.


So, for better or worse, as soon as they can know that you've dropped or 'accidental damaged' it, any and all hardware issues will be blamed upon that event.

May 10, 2012 8:37 AM in response to thesteelcity

Accidental damage typically voids the warranty - period, end of sentence. Warranty is voided so that is the end of it as far as the OEM is concerned.


Plus, Apple does not repair iPads (or iPhones, iPod touchs). They replace them with factory refurbished units and then send the damaged ones (if refurbishable) back to the manufacturer in China for factory refurbishment. So they literally have no way to repair your issue that is not related to the accident, without "repairing" everything. So that is why the accidental damage clause is an all or nothing sort of thing.

This thread has been closed by the system or the community team. You may vote for any posts you find helpful, or search the Community for additional answers.

Accidental Damage, Broken Microphone and the 90 Day Warranty

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple Account.