Dodgy MacBook Pro

[dodgymacbook]

Please can someone help my young adult DD.

She bought a £2000 MacBook from a national chain store 2 years and 3 weeks ago. She works in digital so needed it. I suggested that company as I've always found them good.

A year ago the space bar broke and was replaced. The fix took 6 weeks and it was almost impossible to get through to them during that time, and they were unhelpful when we did. They lasted apologised. The same problem happened again 2 weeks ago, and when she called them again they said the laptop was out of warranty. I queried this for her but they were adamant.

Given the time it took to repair last time, we took the machine to Apple. Apple took pity and have said that it is a consumer rights issue and that the sellers are liable and that we should go back to them. They said the repair will be expensive. We've told the sellers this but they say that Apple always say that, but that they are misinformed. Also the sellers point out a further 2 weeks have passed, despite the fact we can prove that 2 weeks have passed in debate with them. They've now offered £25 towards a repair, which is laughable considering it is apparently likely to be expensive. Apple noted the machine is otherwise flawless, and well looked after.

They don't now seem to think the fact that the machine was out of action for 6 weeks last time it was broken and with them is important, either, despite the fact that DD was beyond inconvenienced at the time.

Please can anyone with relevant legal expertise suggest a way forward?

Thank you

Sadly they are right. The warranty (assuming it was 2 years) runs from the date of purchase and won’t take I to account the 6 weeks.

It’s worth checking what warranty the offer on the repair as that is separate to the purchase warranty, be may be 6 months.

The other option is whether she can still take out apple care?

That's a thought but why did Apple say it was a consumer rights issue, I wonder?

Because you have to go back to the retailer.

Oh ok thank you. But if they aren't liable, surely they are irrelevant (and will send the machine to Apple to be fixed anyway)?

My dd had issues with her MacBook Pro. It was out of warranty.

We went to store and quoted the European Consumer Law. This covers the last 6 years. They agreed to repair it for free.

They literally replaced almost every part for free.

Apple will not tell you that they repair it under this law. You have to raise it with them.

Consumer rights act 2015 applies here, the MacBook is faulty and has been repaired once already. Her contract is with the seller and she needs to research her rights under the act.
The statutory rights override any warranty and they have already accepted that it was faulty by repairing it last year.

Apple are right.

Best thing to do. Get a report from Apple if you don't already have one. The report needs to state that Apple believe it is a manufacturer fault.

Go to the retailer. Tell them you want to make an Out of Warranty repair claim under the CRA (Consumer Rights Act). Depending on the retailer they may charge a fee which will be refundable if technicians agree it is a manufacturer fault (in Curry's this is £60). Give them a copy of the Apple report.

Laptop should be booked in and sent to repair centre. Repair should be completed free of charge as long as the fault was not caused by physical damage or mishap. If you've paid a fee, then that should also be refunded.

If store refuse, email CEO of said company. Don't bother with customer service email. Retail stores generally only pay attention to emails from legal and CEO.

The warranty and your consumer rights are separate issues. The problem you face is that, as your daughter has had the MacBook for more than 6 months, it is up to her to prove that the problem is due to the MacBook being faulty rather than misuse. She may need to get a report from an independent engineer.

Thank you all very much. We'll get to work !