I am a frequent customer of Digitec. In August I noticed my iPad had a tiny crack, so I took it back to Digitec Lausanne for warranty. They said it would take 2-4 weeks.

Now 8 weeks later I have not heard from them. I went to them again, and the person at the store contacted central office. The reply was that it is not covered by the warranty. I can either pay 250CHF to fix it, or 50CHF to have it back without repair to pay for their internal mail...

I have never encountered a case of a warranty claim where they charge for not fixing it. Do anyone know if what they're doing is legal? Where can I complain about it (apart from here).

It's common for cameras - where to diagnose a fault involves a fair bit of work in stripping the camera down before a quote can be given for repair work.

seems to be fairly standard here the few times we have had to take things back with various companies its been the same story, they send it away, if its warantee then its free, if not you have to pay to get it back or pay for repair.

I had a similar issue (hairline crack) with my old iPhone, but I bought directly from an Apple store. I took it back to the store, the storeperson assessed the fault, and gave me a replacement straight away. I was expecting a similar warranty experience as Digitec is an authorized Apple reseller, but it turned out to be different...

Personally I'd tell them you want it back and ask where it says you will be charged for return. Then take it up with Apple and inform them of the situation.

Apple will not take kindly to a re-seller charging such an unreasonable return for an un-repared unit, their terms and conditions for re-sellers are SUPER strict for the company image, even if it is digitec's standard procedure apple should give them a serious slap on the wrist involving their products...

Just take it straight to the Apple store next time

I bought my iPad from an authorized reseller, and it went wrong. I took it to the Apple Store in Zürich (not where I bought it), the guy checked it out, agreed it was broken and replaced it immediately without question. Apple Stores seem happy to deal with problems with any Apple kit regardless of where you actually bought it, and seem to have a pretty good policy on replacements/repairs.

I'm just wondering that do they have the right to withold the ipad from me? What are the consumer protection mechanism here in Switzerland?

Apparently they gave me three choices:
1. Repair the crack for 250 CHF + postage + VAT
2. Return as it is for ~50 CHF + VAT
3. Recycle the product?!

It now turns out that I can no longer talk with Digitec about my iPad anymore. The iPad is now with an intermediate service company and I must talk to them if I wish to get my iPad back.

It seems normal assumptions for warranty protection cannot be applied to Digitec...

Digitec are a box shifter.

They are not good with warranties.
All they do is forward the item to the supplier. And you get lots of hassle.

Tip: if buying Apple equipment, pay the 10 CHF more and get it from the Apple store, the warranty is then hassle free. Worth it, IMHO.

You can still take digitec iPads to the apple store for warranty repairs and replacements. They don't require a receipt but rather just check the serial number. If it indicates you are covered then they will service it.

I totally agree. I had a problem with a HP laptop I bought from Digitec. As I had past experience with claiming warranty at Digitec, I contacted HP directly and they organised a repair within the same week.

Digitec are just selling stock. They have no concerns for customer service or warranty. They are cheaper than most other retailers but there is a down side regarding after care.

Seems to me you need to pay to have your iPad returned and then go to an Apple store. Lesson learned.

Yes this is also my experience. Just go to the Apple store next time.

you should bring it straight to the apple store.

Yep, lesson learnt.

... and it turned out that I had to wait for eight weeks because they've sent the wrong address to the service center! The third party service center sent out a notice, but the address was incorrect!

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