Gareth Wilson was told he had to pay £180 to have his hard disk repaired but if consumers can prove a fault is inherent they are entitled to a free repair
I bought an Apple iMac 19 months ago. When upgrading the computer to the latest operating system I got a hard disk error message. I was unsure if it was a software glitch or a hardware issue, so I took it into my local Apple store for them to check it out. I was told that it was a hardware issue and that it would cost me just under £180 for them to fix it.
I argued that the hard disk should have lasted longer than 19 months and was essentially told that if I didn’t like it, then I should get my “legal representative” to call Apple’s legal department.
Mr Wilson wanted to know if he had any chance of legal redress from Apple. We agree with him that the hard disk should not have failed this early under normal circumstances. If he had contacted us at the time we would have been more than happy to contact Apple.
We would have pointed out to Apple that if Mr Wilson could prove the hardware fault was inherent, then the company would have had to repair the iMac free of charge under the Sale of Goods Act.
Sadly he didn’t do this before he paid out to have the hard disk repaired. The problem for him now is one of proof because he no longer has the original hard disk.
We contacted Apple because we want to know if it is standard practice to tell customers to get a “legal representative” to call their legal team rather than give a quick explanation of the buyer’s rights.
The company said it would look into the background of this case for us; and we will update you in a later issue when Apple responds.
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