Forum Discussion

Leemartin890's avatar
Leemartin890
Joining in
9 months ago

Claim under consumer law?

I am currently paying monthly for an iPad and contract, but the device has stopped working for no apparent reason. I have spoken with the manufacturer (Apple) who have sent me a supporting report, they have advised that I contact virgin to discuss a replacement via consumer law. Any support on this process would be greatly appreciated. 

  • Hi Leemartin890 

    Welcome back to the community forums 

    Sorry to hear that you're having issues with your iPad. We can help raise this to the dedicated team that can look into this further for you. 

    There's just some further questions we'll need to ask regarding the device, how long you've had it and what has happened to make not fit for purpose and also any supporting evidence you have that shows the device to be faulty. 

    Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

    • SG2023's avatar
      SG2023
      Tuning in

      Hi @Carley_S

      I am also, exactly in the same situation.

      I am currently in 2 year contract with Vergin. My iPad stopped displaying with no reason.  I have been to Apple Store today.  They diagnosed the device and confirmed there is a technical issue and advised me to contact Virgin to discuss a replacement via consumer law.  
      Could you please help sort out this.  I can send you the report provided by apple.

      Thanks

      • Steven_L's avatar
        Steven_L
        Forum Team

        Hey SG2023,

        Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your ipad at the moment. Was your ipad taken with Virgin Media or O2?

        Kind Regards,

        Steven_L

  • Hi jpeg1,

    Thank you for responding on this thread and pointing out the gap in understanding of Steven L colleagues.

    @Steven_L, 

    the info provided by jpeg1 will be helpful in resolving my problem.

    Regards

     

     

     

    • John_GS's avatar
      John_GS
      Forum Team

      Hi SG2023 

      Thanks for coming back to us. The warranty is held by Apple and it would be them to replace the device.

      Best wishes.

      • SG2023's avatar
        SG2023
        Tuning in

        Hi,  my contract is active with Virgin and in Apple link (you shared) it states seller is responsible to replace.

        can you help me in getting this replacement. 
        Regards

         

         

         

         

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    That is wrong. Consumer law applies, as confirmed by Apple. 

    And will be confirmed by Citizen's Advice and anyone else who has basic knowledge of the law. 

     

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    @SG2023  Following the usual Virginmedia principle, they are giving you the run-around in the hope that you will eventually get fed up and go away.

    You have consumer law on your side. You can either get advice to write a suitably worded letter to their head office, or do as they want and give up. 

  • The 12 month warranty is something of a Red Herring and actually has nothing really to do with consumer law. 

    Lot of manufacturers and companies try and fob you by saying you are over the 12 month warranty so they can't help you. 

    To be clear the 12 month warranty is a voluntary agreement companies chose to offer and has no baring on consumer law, which states items have to be fit for purpose and last for a reasonable amount of time.

    I'd argue a £1000 iPad failing after 12 months is not fit for purpose and has not lasted a reasonable amount of time, I believe the law is on your side here. See link below

    https://www.moneysavingexpert.com/news/2023/02/martin-lewis-faulty-tech-warranty/