A little while ago, someone on Slashdot pointed me at the Sale of Goods Act in relation to purchased electronics. The act, for those unfamiliar with it, requires that goods be 'suitable for the purpose for which sold.' This is a fairly broad term, but it basically means that they must be able to do anything that the seller claims that they can do. Under this law, you have 6 years from the date of purchase to file a lawsuit if the item does not match the claims.
This was relevant to me because my MacBook Pro is now out of warranty and the battery is dying. Looking in the System Profiler, its full charge capacity was showing up as 1476mAh after 56 charges. When new, it was 5500mAh. These numbers don't mean anything by themselves, but Apple claims that their batteries retain 80% of their full charge capacity after 300 charge cycles. Claiming this means that a battery that does not retain 4400mAh after 300 charge cycles is not suitable for the purpose for which sold, and they are legally required to refund or replace it (irrespective of the time that has elapsed, although I can only sue them if they don't within 6 years of the time of sale).
I called their support line and was put through to an Indian woman, who explained that the warranty had expired. I quoted the relevant parts of law to her, and (after being kept on hold for a bit), was transferred to someone senior. He very quickly agreed to send out a replacement battery.
Interestingly, he did not ask that the original battery be sent out, nor that I provide a credit card number where I would be billed if the battery turned out not to be defective. I've had two batteries replaced in warranty, and this was standard procedure then, so apparently I get better service out of warranty. I don't have a great deal of use for a battery that only lasts about 35 minutes on a full charge, but I'll probably keep it as a spare.
As always, it pays to know the law. It's a shame that Apple, which claims to be a customer-focussed company, doesn't educate its support team about this though. Possibly the Indian call centre deals with people from everywhere English speaking, while the Irish one only deals with people in the UK and Ireland, so the people there are more familiar with British law, but if I had not quoted the relevant act then I would have been charged Â£99 for a battery, on top of the Â£1.50 it cost to call their support line for half an hour.