If I try to look at this from Apple's side, I can sort of see the logic: the problem stems from the OEM Touch ID sensor being replaced with a mismatched (or entirely third party) sensor during a screen repair, which screws with the hardware security chain on the device and generally makes it difficult to troubleshoot problems even if they <i>seem</i> unrelated.<p>This is an issue inherent in trying to apply consumer rights laws that were written (or at least initially conceived) when the KitchenAid mixer was the pinnacle of household technology to the age of smartphones.<p>As a consumer, I would love to have a better legal framework for situations like this. As a guy who has manufactured and sold a mass market tech hardware product, I have no idea how to realistically make that work.
In Ireland, there are no Apple stores but I've often been to the repair section of the main retailer (chargers!) and their policy is obviously deception. When there's a problem they ask is the device under warranty (one year) and unless you're aware of your EU consumer rights, they won't tell you and are hoping you'll walk away, the truth being:<p>"Under Irish consumer law, consumers are entitled to a free of charge repair or replacement, discount or refund by the seller, of defective goods or goods which do not conform with the contract of sale. These rights expire six years from delivery of the goods." [1]<p>My other negative experience was when my iPhone 5 was covered under recalls for the battery [2] and sleep/wake button [3], but Apple refused to fix it without a full screen replacement, for a "crack" so small I hadn't even noticed before sending it in for repair. It became a party piece of mine to challenge people to find the crack.<p>[*] <a href="http://imgur.com/a/6qtBi" rel="nofollow">http://imgur.com/a/6qtBi</a><p>[1] <a href="http://www.apple.com/ie/legal/statutory-warranty/" rel="nofollow">http://www.apple.com/ie/legal/statutory-warranty/</a>
[2] <a href="https://www.cnet.com/news/apple-will-replace-your-defective-iphone-5-battery-for-free/" rel="nofollow">https://www.cnet.com/news/apple-will-replace-your-defective-...</a>
[3] <a href="https://www.apple.com/support/iphone5-sleepwakebutton/" rel="nofollow">https://www.apple.com/support/iphone5-sleepwakebutton/</a>
I hope they win. I should not be forced to go to Apple for minor repairs when its obvious they overcharge. I'm glad Subaru doesn't deny me service because I put an aftermarket stereo or used a different garage to repair my headlights.<p>Apple _already_ is capable of diagnosing faults, and finding out which component is causing the problem. If it turns out that the problem is a third party part, they can offer to replace the part. This is standard procedure everywhere.
Consumer protection law is very strong in Australia & New Zealand. I'm glad to see government taking a tough stance towards what amounts to corporations weaseling out of doing their fair part.
Lots of US companies aren't used to the consumer protection laws in other countries, Valve recently got in trouble for their steam refund policies.<p>Here in NZ stated warranties mean nothing the actual warranty is what is a reasonable expectation, I'd expect a laptop to work for at least five years and so my expectation is Apple or an Apple authorised repairer would service or replace it for the entirety of those five years.
Consumer guarantees do not apply if you:<p>[...]<p>- misused a product in any way that caused the problem<p>[...]<p>- asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted<p>source: <a href="https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees" rel="nofollow">https://www.accc.gov.au/consumers/consumer-rights-guarantees...</a><p>Good luck with that.<p>Also, Apple (US) licenses all their software to you without any warranty.<p>If you wish to keep using their device, you have to accept that the very first time you turn it on.<p>By this, Apple tries to protect your privacy (which is coincidentally also now basically their core business value) by not letting 3rd parties compromise your phone's security.