To be pissed off with Apple?

[PookieDo]

I have basically ended up with an unusable iPhone iPhone SE as it crashed completely during the IOS 12 update and cannot be recovered no matter what has been tried. It’s in a 2yr contract and belongs to my DD who now has no phone - but obviously we still have to pay for it another year.

Totally fine before this and 1 month out of warranty

I’ve spent hours and hours on the phone to Apple Care or in store trying to restore the phone and today they basically just said ‘sorry... we can’t fix it, it’s a rare firmware error. Ask your contract company to replace it’ (Carphone Warehouse) but they only carry 1 year warranty on handsets as well.

We have all got phones wet or broken them from time to time and had to accept the fate of the phone but in this case, no one did anything, it couldn’t have been predicted and iOS12 was the clear culprit!

I’ve looked and consumer rights are very confusing on this issue. AIBU or ignorant that this ‘rare’ firmware error should be rectified by the manufacturer?

But you have to go to where you bought the phone from it’s pretty simple.

They sent me to Apple

Your legal contract is with the retailer.

Did you pay an upfront cost for the handset and was that cost on credit and over £100? Also mention sale of goods act to carphone warehouse. Twitter is good for sounding out so tweet them and they will give you better service than in store - or at least that's what I've found

That should be credit card*

Refuse to go to Apple. Legally your contract is with Apple - CPW are fobbing you off.

No it’s monthly payments on a contract
CPW do not give one shit. They said either take it to Apple yourself or we send it off to them in the post anyway - it’s a software problem

Its out of the warranty, your screwed. Time to speak to your insurance company.

In our house, two phones crashed and stopped working during that update, on the same day. We got nowhere with Apple, they said it wasn't the update and we needed to replace the phones. I replaced mine but ds took his to a cheap local repair centre and after replacing a few bits it was fixed for £30. It might be worth a try before you scrap it.

Let them send it off then?

@Cardiganandcuppa they don’t do any repairs in the post (diagnostics) except the same thing that was already done which was a restore

I know it was the fucking update which is why I am annoyed with Apple more than CPW. CPW sold me a phone that was fine. Apple issued an update that bricked it

Did they talk you through a black screen restore? "DFU mode" is a last-ditch way to rescue a software-mashed phone. You'll need a Mac/PC with iTunes on, and a charge cable.
Instructions here -
www.imore.com/how-to-iphone-ipad-dfu-mode#ipad

I'm frankly astonished the staff in an Apple store wouldn't replace your phone. That's really, really unlike them. I've had kit repaired when six years out of warranty - admittedly for a known defect with an extended support thing, but even that ended three years ago. My old iPhone6 was replaced at 3 years old with a new one when it wedged up during an iOS update.

I am also surprised as it’s obvious that it an internal error caused by IOS! Allegedly some guy in store said he’s only seen it once before but in his opinion something was already wrong with it and then IOS made it worse. Which I feel is bullshit

I had already tried updating via iTunes, with a cable and 4 restores Apple also restored the phone today in the shop via iTunes and it did the same thing with an internal error.

Yep, Apple store will replace it if they cannot fix it. Don't waste time on the phone to them, take it into a store.

I’ve been today into store and they just handed it back to me and said sorry nothing we can do

Go again. You’ve been unlucky. Make sure it is a proper Apple store, not an approved retailer.

Did you speak with a manager? I would teeet them too.

I didn’t speak with a manager but I had 2 people from the Genius Bar helping me. It took me 2 hours to travel to store after work with both kids and I was bloody knackered and felt like crying. It’s not like they don’t believe me but won’t accept that IOS update did this as it was otherwise fine

I would pay for repair if I had to but they not even offering that to me

I had something similar, except I am with the network 3. My phone crashed during an update - one month out of warranty, one year left in contract. Took it to the Apple store who provided a written report confirming no damage to phone etc, just a hardware issue or whatever it was. Spoke to customer services at 3 and said lots of stuff about it not being fit for purpose and the sale of goods act, and how I shouldn't be supplied with a 2 year contract if the phone only lasts a year etc, and they agreed to replace with a new one. I could either buy one straight away and they would refund me, or wait 3-4 days for a new one to be delivered. Keep pushing it with CPW.

Thanks - that’s my next option except annoyingly the woman from the store didn’t send me the report (yet?) so I dug out a case manager email (this has been going on weeks) and have emailed them as without the report I can’t even go back to CPW. I am really disappointed with Apple and I have always been a keen customer. Now I am completely put off ever doing an IOS update ever again!

Try the DFU mode thing I point at above before giving up!