Consumeractive

Are battery failures covered by consumer law?

Q

I’ve got a problem with the battery of an Apple ipad Air, which is fourand-a-half years old. It charges but then crashes, even though the battery is registering at 82 per cent. Initially, Apple’s technical support said a repair will cost anything from £90 to £130. I paid Western Computers £39 to examine the ipad, but this didn’t help my case, so Apple says I’ve got to pay £335 for a repair. Isn’t a battery covered by the Consumer Rights Act? Patrick Wilmore

A

Yes, batteries are covered by consumer law, but once six months have passed since purchase it’s up to the customer to prove a fault is inherent, and hasn’t been caused by accidental damage or fair wear and tear. However, thanks to Patrick’s tenacity and ability to compromise, there’s been a reasonable outcome. In his email he asked us to wait before pursuing his case because he was going back to an Apple store for more tests.

Although they couldn’t find the cause of the problem, an Apple assistant said Patrick could trade in the old and get a replacement for £269. But then another salesperson intervened and refused to honour this, insisting Patrick would have to pay £439 for a like-for-like replacement.

Admirably, Patrick kept his cool, argued his case calmly, and eventually got a replacement - albeit with far less memory - for £235.

This wasn’t a great outcome, and Apple behaved badly, butut Patrick was philosophical, realising he was unable to prove that the fault was inherent. Regarding the cards he held, he told us: “You’ve got to know when to hold them, and know when to fold them”.