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Would be much appreciated if anyone could read over my letter to an Apple repair company named RepairMyApple and tell me if I am withing rights? I feel as though I am and would therefore like to warn ANYONE thinking of using this company as they do not follow their own policy!!

On 26/12/2011, I contacted your company via the online form that you provide at www.repairmyapple.co.uk/quote. I filled in this form and was quoted the generalised quote of £49.99 and advised my request has been submitted to your company, noting that ‘Please note that quotations are only valid for the fault/error you have given details for. if in the course of a repair we find other faults with your device, we will quote you a seperate price for the other fault/s.’

On 28/12/2011 I received a further email from one of the Service Executives, that stated the following –

‘The best option would be to send your unit into us so my engineer can test your unit and quote you accordingly for this type of repair.

If you wish to go ahead please do let me know and I will dispatch a FREEPOST envelope out to you together with a repair form, all you need to do is fill out the repair form with your details and send it back to us together with the unit for repair.

One of Our Apple certified engineers will inspect your unit and ascertain exactly what parts are required to carry out the repair, afterthat we can give you an exact cost to repair your unit. All of our engineers are based on site and therefore we're able to offer a fast turn around time of 48 hours.

Please feel free to call me directly - alternatively you can reply to me on this email address.

Thanks again and I shall look forward to hearing from you soon.’

I responded to Lisa the same day, 28/12/2011, with the following –

‘Hi Lisa,

Many thanks for your email, yes I would like to go ahead with this please

Kind Regards,

Toni’

The process detailed by yourselves in the emails received are as follows;

1. send your unit into us so my engineer can test your unit and quote you accordingly for this type of repair.

2. I will dispatch a FREEPOST envelope out to you together with a repair form, all you need to do is fill out the repair form with your details and send it back to us together with the unit for repair

3. One of Our Apple certified engineers will inspect your unit and ascertain exactly what parts are required to carry out the repair, afterthat we can give you an exact cost to repair your unit

Point 2 was done, confirmed by Lisa that the envelope had been dispatched on 29/12/2011 –

‘Good afternoon Toni, great news!

I will dispatch a freepost envelope and repair form out to you today.

Have a nice new year.’

I received the freepost envelope, returned the item and was awaiting the next steps, 1 and 3, from yourselves. Not at ANY point until I contacted the company direct chasing my item, have I been informed that my unit was inspected, quoted an actual price based on the inspection from your engineers.

On 21/01/2012, nearly a month from first initial contact with yourselves, I contacted Lisa with the following. At this point I had no information relating to my repair whatsoever, I was expecting the response to detail exactly what you had promised to do and then I could decide if I wish to go ahead with the repair once informed of the repair needed –

‘Hi Lisa,

Please can you advise when my iPod Touch is likely to be returned? I have had no correspondence in nearly 2 weeks now, I find this a little concerning, worrying, anxious and also a little disappointed in the service to not be kept informed about my product.

Many thanks for your time and I look forward to your response.

Kind Regards,

Toni ’

Lisa responded on 23/01/2012 apologising and said she would look into this for me. Lisa again contacted me on the same day advising as follows –

‘Good afternoon Toni, I hope you've had a nice day.

We're expecting your part in either tomorrow or latest Wednsday.

Once the part is here and the unit has been repaired and tested we will contact you directly for payment before dispatching your unit.

Have a nice evening.’

Various emails between myself and Lisa were then flitted back and forth, of which I have enclosed with this letter, rather inconveniently as I was in work however I wanted the issue sorting ASAP. The main theme of the emails was my confusion as to why I had not been consulted on the repair needed to my item and then quoted the ACTUAL price for repair, and then I, as the consumer, then decide whether to go ahead with the repair. However I was informed by Lisa , the part had been ordered, the repair done and could not be stopped and therefore I had to pay.

As I am sure you understand, I may have been quoted a price that was well above costs and therefore would have left me to decide not to go ahead with the repair as it would be close to the cost of the item. I am 100% determined that as I was not informed of the costs and repair and the process in which you advised me would be followed that I should not have to pay for something that I did not agree to, or were even made aware of BEFORE going ahead with the repair.

I feel as though I have been duped by your company into a service I never agreed to go ahead with. As your process clearly states, the unit is to be inspected and then the customer informed of the issue at hand and then the customer has the right to decide whether to go ahead with the service or not.

I have consulted Citizens advice on my rights and been informed that I am well within rights and I have acted accordingly to the situation, to follow up my complaint with a letter and leave the matter in your hands to deal with.

I would like to note throughout the process that Lisa has been extremely helpful and courteous, however towards the end of our email correspondence I was felt accused and feel it was very unprofessional, rude and poor customer service for someone to put my words in my mouth that were never said. It is a customers’ right to not have to pay for a service if they do not agree to do so within the agreed procedures by both parties.

I would be greatly appreciative if someone could contact me and resolve this issue within the next 10 days, as you can imagine I am anxious to get my item back specifically as it states on your website that you rid items within 30 days, of which would be absurd to do in my case being as I have followed all your processes detailed in the initial quote.

If you fail to respond and remedy this situation in this time, I will have no option but to consider taking the matter further.

Anyone else had any experiences with this company? Good or bad?

Thanks Toni :)