iPhone with no reception: who needs to fix it?


The iPhone is not one of the cheap smartphones; Apple is well paid for its popular product. So it’s very annoying when it only works to a limited extent after a year. This is exactly what Johanna L. experienced.

The COMPUTER BILD reader bought an iPhone 11 from Saturn in September 2020. In November 2021, she noticed that mobile phone reception was no longer reliable. The device only established a connection to the edge network. Johanna L. first contacted her cell phone provider and then Apple. But none of the suggested solutions helped. And she didn’t get any help in the Apple Store either: the employees only offered Johanna L. a repair at her own expense – the guarantee for the smartphone expired two months ago.

She received similar information from the retailer Saturn: A repair under the guarantee is only possible six months after the purchase. It can therefore only take place for a fee repair. Helpless, the reader asked COMPUTER BILD for help.

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A guarantee issue?

Lawyer Thomas Hollweck contradicts Saturn’s description: “The duration of the statutory warranty is two years from the date of purchase. This means that you are entitled to a free repair or replacement until September 2022.” During this time, the dealer – i.e. Saturn – is responsible for this. Accordingly, it is Saturn’s duty to carry out the repair.

“Of course, it may be that the additional warranty provided by Apple has already expired. But this is an additional agreement under private law that is not stipulated by the legal code and can be freely determined by Apple,” explains Thomas Hollweck further. Since this is a free additional service, it is okay if Apple limits the period to six months. However, the statutory warranty is not affected, and therefore Johanna L. can continue to assert her rights – regardless of Apple’s decision.

Saturn corrects statement

At the request of the editors, Saturn presented its position differently than Johanna L. experienced: “We comply with the legal requirements in Germany when it comes to the warranty. If a customer buys a new product, the dealer’s warranty obligation is two years from the date of purchase. If there are defects in the product during this time, we are liable for the damage,” said a spokeswoman for the company. However, the prerequisite for this is that the defect existed from the time of purchase. In the first six months, customers are not obliged to provide proof – after that they are.

“If the customer complains to us about a defective device, we usually send it to a specialist workshop certified by the manufacturer. This checks the device comprehensively for existing damage and possible causes. Saturn advises Johanna L. to visit the branch again and have the device sent in. She has now done that: The branch finally showed itself to be cooperative and sent in her iPhone 11. The reader is now hoping for a timely repair.



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