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Guide Dogs Help and support

Guide Dogs

Help and support with your Apple device
Guide Dogs Help and support

Guide Dogs

Help and support with your Apple device

How can I report an issue with my Apple device delivery?

We're working closely with Guide Dogs to deliver Apple devices to visually impaired children and young people as part of their Tech for All programme. We're sorry to hear there's been an issue with your delivery. We'll work quickly to resolve it for you.

How can I report that my Apple device didn't arrive?

It's rare that deliveries fail to arrive altogether, but it can happen. Don't worry, we'll work to fix it quickly.

If it's less than 7 days since the expected delivery date, then sit tight. Although rare, deliveries can sometimes just be a little delayed. Please wait until 7 days have elapsed before getting in touch.

If it's more than 7 days since the expected delivery date, then please report this to us as a failed delivery. You can do this using the failed delivery form below.

Failed delivery form

About you

About your order

I'd like to report a failed delivery

That's all we need to know. We'll get right back to you.

How can I return my Apple device if it has a fault?

We're sorry to hear there's a problem with your Apple device. Here at BT, we're working closely with Guide Dogs to make sure it's sorted quickly.

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If it's less than 28 days since you received your device, we'll organise a collection of the faulty unit and replace it.  There's a few things you need to know first:

  • You'll need to request a collection and replacement by completing the online form below. Be sure to give a good description of the issue.
  • Returns are subject to the returns policy.
  • Once we've received your completed form, we'll notify you when your request has been processed and let you know the expected collection and delivery dates.

Before you complete the form, take a look at the common issues below.
It may be the problem can be resolved quickly without the need to report it to us.

My device was physically damaged on arrival

Was the box damaged in transit or partly opened when you received it?  Please describe the damage to both the device and to the packaging if relevant, when you complete the online form below to report this. A replacement device will be sent out as soon as possible.

My device won't power on at all out of the box

If the iPad/iPhone has a blank screen and does not respond to pressing the power button, the battery may be completely empty. Plug the device into the wall charger and wait an hour before trying the power button again. If this doesn’t resolve the problem, complete the online form below to report this to us.

The device keeps freezing – within the first 28 days of delivery

Shut down the iPad/iPhone or force a restart. If the problem persists, use the option to ‘erase all content and settings’ in order to restore the device. If new updates to iOS are available, use the software update option under 'settings' then 'general' to update your device. If this doesn’t resolve the problem, complete the online form below to report this to us.

AppleCare

Recommendation

In addition to the above suggested steps, we recommend installing Apple's Support App onto your device. You can download this from the App Store.  Use this app to self-diagnose and resolve a number of issues such as ‘camera not working as expected’. Just go to the ‘repairs and physical damage’ option where you can access Apple's online resources, or arrange to bring the device in for repair.


All device failures outside of 28 days are subject to Apple’s sales and return policy and this is backed via Apple through their retail stores and approved service providers. For further information on your rights and the steps to resolve issues within the standard Apple Care one year warranty, please visit:
AppleCare Products - Apple (UK)

Use the online form below to request collection and replacement of a
faulty device (within 28 days since receipt):

About you

About your order

I'd like to report a failed delivery

That's all we need to know. We'll get right back to you.

Things you need to know


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