Faulty iPhone15 on device plan and contract

[JB11]

my iphone15 deceased to work after 15 months due to no fault of my own . I called Apple and they sent me to the Genius Bar. They diagnosed the fault and said the repair would cost £579 . However if I had bought the device from Apple they would have replaced with no charge as I am covered by EU consumer law up to 24 months . They gave me a letter to this effect and directed me back to Three where I purchased the device. I sent an email to proofs and they asked me to start a live chat the next day . This was three and a half hours long being transferred from team to team with no answer to be cut off . I went to the store where I purchased the device plan and contract and they advised me to complete a complaints form which I did over 3 weeks ago. I have not even received an acknowledgement . Anyone had a similar experience ? Prior to this I was very happy with Three and all my family and relatives have Three accounts . I have been so disappointed with the customer service I have received concerning this issue . Meanwhile I continue to pay Three for a device that doesn’t work due to no fault of my own.  

[JonathanB]

Hi @JB11,

Sorry to hear about this situation. Unfortunately Apple only supply a 12 month warranty, whereas most manufacturers cover their devices for 24 months. If you have a Value or Complete plan with Three, then we supply an extended warranty period for the duration of your device payment plan. In this situation you would take the device into any Three store and they can book a repair for you.

If you don't have this cover as part of your plan, then you may be charged for the repair. I appreciate this is a really frustrating position to be in, especially with £579 at stake, does the Genius Bar assessment specifically state that the repair would have been covered under Apple's warranty except for the issue occurring outside the 12 months?

You mentioned that the proofs team did initially respond to pop onto a webchat, had the team given any further advice at that time?

Thanks,
Jonathan