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Original poster

Apple won’t replace 3 month old charging cable no longer working properly

110 replies

M0nsterpumpk1n · 26/10/2019 14:30

Had a new phone 3 months ago, cable in box and it seems to have a faulty connection. Intermittent charging.

Dh just taken it back and they’ve said it must be user error/ mishandling as no manufacturing fault on the outside they can see ie I must have broken it. They couldn’t say how I must have broken it or in what way but just that must be the reason. Hmm

I am very careful with anything electrical and have kept said cable in box, nobody else has used it.

Mild mannered DJ stormed out as said they were just being utterly ridiculous. He works in IT and is adamant there is something wrong with it not caused by use.We honestly can’t believe how crap their customer service is.

I know it’s only a cable but they’re not cheap and it’s the principle and they were so arrogant.Any ideas where to go from here?

OP posts:
LazyFace · 27/10/2019 07:37

Apple customer service as great? I dropped my phone into the loo, the person in the shoo wouldn't even touch it, said 'all they can offer me is to buy a new phone' (that's not an 'offer' is it?), I went to one of the small phone repair shops afterwards, guy looked at it and cleaned it for me and it did work afterwards (a miracle). Apple would have made me buy a new phone. This is my last iphone for sure.

RingtheBells · 27/10/2019 07:42

I looked on 4 of my cables and couldn't see a serial number and they are all cables that have come with either iPhones, iMac, Watch etc so not ones I have bought separately, 2 of these cables were on products bought in the last 2 months. My eyesight isn't the best though Grin

Dieu · 27/10/2019 08:04

YANBU.

greypetex · 27/10/2019 08:32

OP, when I said 'this is not a thing' regarding serial numbers, it was in response to the fact that you said the cable was matched to the handset.

The serial number will simply identify the cable, not which phone it was boxed with.

SittHakim · 27/10/2019 08:37

Tweet them, then write a letter before action for the small claims court if that doesn’t work. They’re bastards, but you ought to win in court as they’ve sold you a product that isn’t fit for purpose, so they won’t want to go there. I’m amazed at how many people think this is OK!

6demandingchildren · 27/10/2019 08:39

I work in the phone industry and the cables have a 6 month warranty, if you get a non apple charger your phone will know and you may have to replace the charging ic chip on the board. Apple are very clever at making sure you but their over priced accessories.
If you do have to buy a cable make sure it's a Foxconn one as that's the company who make the apple ones.

daisychain01 · 27/10/2019 08:53

@M0nsterpumpk1n

If you are in UK, I would return to that Apple Store with your faulty item and try again.

If they refuse to give you a replacement, tell them they are breaking the law and that under the U.K. Consumer Rights Act (2015) it states that if an item does not work in the way it was designed you are entitled to a replacement or repair. They are the manufacturer and the supplier, it's their obligation.

I presume your DH proved in the shop that it doesn't work by plugging it into the phone? And he was able to produce the receipt to show date of purchase.

levighi · 27/10/2019 09:04

Those cables put me off Apple completely. They are the only ones that ever break. I have micro USBs older than any of my kids that have been handled a lot that never break. Lightening chargers are a joke. Particularly Apple ones. Yanbu

Tolleshunt · 27/10/2019 11:29

I second the threat (and follow through, if necessary) of the small claims court. They will know they are falling foul of the legislation, and that if there is a judgement ruling them liable to replace (which there would be), the floodgates will then open and they will need to pay everyone else. Much, much cheaper for them to replace your one cable on the quiet.

BlackCatSleeping · 27/10/2019 11:37

If they refuse to give you a replacement, tell them they are breaking the law and that under the U.K. Consumer Rights Act (2015) it states that if an item does not work in the way it was designed you are entitled to a replacement or repair. They are the manufacturer and the supplier, it's their obligation.

The act doesn't cover breakage due to misuse. iPhone will simply say that all their cables are produced to an excellent standard and they have proof of quality control. It's impossible for the OP to prove that the cable was not fit for purpose as it was working fine for 3 months. It would be impossible for her to prove that she didn't break the cable herself.

Frankiestein402 · 27/10/2019 13:13

Apple might claim its misuse but because the fault arose within the first six months they are obliged to prove it.

Babysharkisanearworm · 27/10/2019 13:51

Consumer rights.
Must be fit for purpose as a charger (purpose)
Must do the job it was supplied for (purpose)
Must be robust enough to stand the rigour of it's purpose. (Quality)
Is usually covered under guarantee

They have to prove misuse otherwise it is not fit for purpose or if merchantable quality.
Read up
Quote the paragraphs that are relevant
Speak to the manager
You have rights as a purchaser and your relationship is with the store not the manufacturer at this early stage.
Yeah, you can buy a replacement but why should you have to? Just gives them another reason to reject a fault on the phone if it ever occurred.

Hingeandbracket · 27/10/2019 14:29

YANBU OP but it's hardly a shock to find Tax-dodging make your own laws and rules US corporations don't care about pesky piffle like UK law.

CodenameVillanelle · 27/10/2019 14:31

This is NOT a non issue
The non Apple ones break in weeks, whereas I have had genuine apple cables for years.

Frazzled2207 · 27/10/2019 14:40

Tbf Apple store were really good when my phone was on the blink and basically replaced it with a newer version for no quibble at all.

myolivetree · 27/10/2019 15:14

*"Non Issue"
*
Really? You trot off to Poundland or wherever and buy another charger because the one you bought with err, real money, is shite. In under 3 months.
Whaaat?

I don't think so.

Original poster
M0nsterpumpk1n · 27/10/2019 15:33

What really miffed dp was that it came with a really expensive phone, he was also in there buying a £30 case and £30 screen saver for ds’s new very expensive phone he saved up for but we handled as regards buying.They were charming when he handed over £60 and shit when he produced the broken phone cable with receipt. It was clear they’d made a fair amount from us recently and we are experienced enough as to knowing when we have a faulty Apple product. It was clear as we were making yet another purchase( 3 teens) that we weren’t on the make. Dd has a new lap top last month from saved bday and Xmas money over a year from the same shop.

Unbelievably shit customer service.

OP posts:
ifpossible · 27/10/2019 15:47

I was told by them that they will always replace a cable less than a year old no questions asked. However you are right their customer service is shit. I live nearly an hour away from nearest apple store and had an unnecessary journey once because of them. Not everyone lives in a city.

Evilspiritgin · 27/10/2019 15:49

I’ve noticed recently, for a replacement phone and a new phone Plus an iPad that the cables only charge if they are plugged in one way, it says something about accessories if you put it in the other way

asdhgfdfgd · 27/10/2019 15:49

@greypetex serial numbers of cables are attached to the phone it came with. how else would apple be able to know if someone came in talking about a cable that came with their phone?

are you an apple expert?

if you have applecare, that gives you replacements on accessories, they look up the serial number of the cable before replacing it to know whether it was the one that came with the phone.

MyDcAreMarvel · 27/10/2019 15:51

Tech gear alpha glass screen savers are about £4 on amazon and much better.

greypetex · 27/10/2019 15:58

serial numbers of cables are attached to the phone it came with.

No, they are not. What nonsense.

how else would apple be able to know if someone came in talking about a cable that came with their phone?

are you an apple expert?

I'm not sure being an 'expert' is necessary here.

Thecazelets · 27/10/2019 16:03

I have to say Apple customer service is appalling. Never buying Apple again after numerous terrible experiences.

asdhgfdfgd · 27/10/2019 16:08

@greypetex prove me wrong then lol wheres your evidence

greypetex · 27/10/2019 16:11

@asdhgfdfgd

Grow up Hmm