Claim under consumer law?

[Leemartin890]

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. 

[Cardiffman282]

Lee see https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act-aKJYx8n5KiSl 

[Carley_S]

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]

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]

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

[SG2023]

Hi, I got the device from Virgin Media.

thanks

[Steven_L]

Thanks for coming back to us SG2023. I have been looking into this with some of my colleagues and have been advised that we would not be able to replace the iPad and this would be the duty of Apple to replace the faulty device not Virgin Media. More information about this can be found here in the legal section for Apple products. 

Kind Regards,

Steven_L

[jpeg1]

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@Steven_L wrote:

Thanks for coming back to us SG2023. I have been looking into this with some of my colleagues and have been advised that we would not be able to replace the iPad and this would be the duty of Apple to replace the faulty device not Virgin Media. More information about this can be found here in the legal section for Apple products. 

Kind Regards,

Steven_L

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Really?  Under consumer law in the UK, the purchaser's rights are with the seller, not the manufacturer.

Read the Apple link you just posted...

If the goods were purchased from a third-party reseller of Apple products, the primary responsibility to provide a remedy will lie with the reseller. For goods purchased in England or Wales, these rights expire six years from delivery of the goods.

So I think you should go back to those colleagues and tell them to think again.

[SG2023]

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]

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.