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8 posts

Wannabe Geek


Topic # 59341 2-Apr-2010 10:12 Send private message

I have just experienced abysmal repair service for the iphone. It seems it is a New Zealand issue and I am interested to hear if anyone else has had similar experiences or whether this is just a one-off, bad-luck case?

I bought my first iphone outright (at a $1000) at magnummac. It broke 11 months into the warranty period (unable to connect to any wifi network). I started by contacting vodafone and had to go through a game of being passed from one company to another for several months. In the end I had been in contact with the iphone service desk at vodafone (three times), magnummac (once on the phone, twice I drove to the shop), apple (once at the Genius bar in Paris, once in Sydney, and then on the phone to Australia), phoneinsure and finally mobilephoneRepair (twice in person at the shop and countless times on the phone). Apple eventually agreed that the problem was a hardware defect, extended the warranty (which had off course expired by then!) and replaced the iphone at no cost. It took mobilephoneRepair 24 hours to do this.

I had my second (replacement) phone 4 weeks, when it broke. This time it wouldn't even recognize any wifi network. By now I had done some searching on the internet and it seems this problem is not all that uncommon. I phoned apple direct and was assured it would be covered under warranty. I was given a case number, which would confirm this. However, this was when the truly terrible service started. Vodafone has now changed their after sales repair service provider from mobilephoneRepair to Bright Point. It will cost you $22.50, just to get the phone from one Auckland location to another. There is no option of dropping it off or picking it up yourself, because Bright Point does not deal directly with customers. The entire process of replacing a phone under warranty will take 2-3 weeks. Most of all, you will need to spend hours on the phone, speak to numerous people, explain your situation repeatedly and do all the groundwork of checking warranties yourself, because Bright point has no idea how to do this, or at least those staff dealing with customers queries, don't (and they don't seem to have access to the workshop staff, who need to make these warranty assessments). It has now been almost 3 weeks since I have handed my phone in, with all the details which were necessary to make a warranty replacement, and i still don't have a phone.

I won't bore you with all the sorry details, but I can tell you that everything I say here is true. In most other coutries, the apple Genius bar will deal with apple warranties, but we don't have an apple store in NZ. If vodafone NZ and apple NZ are trialling a new system, they need to know if it is failing miserably.

3 weeks is not an improvement on 24 hours. This is the 21st century, apple and vodafone are both big players in the market and customer service is a big issue for, well, all customers. What are they thinking??

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Vodafone NZ

  Reply # 314104 2-Apr-2010 10:25 Send private message

you purchased your iphone from magnum mac but contacted vodafone when it played up. I find this amazing and have to ask why?




BDFL
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  Reply # 314108 2-Apr-2010 10:40 Send private message

Because IIRC all repairs have to be handled through Vodafone. Stupid, isn't it?




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  Reply # 314109 2-Apr-2010 10:43 Send private message

if I purchased a mobile phone from Telecom NZ and it played up do you think I would take it to 2 degrees and expect them to sort out the warranty issue?




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Master Geek
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  Reply # 314112 2-Apr-2010 10:50 Send private message

i'm confused (which is not hard to do) but I would have taken the phone back to the retailer i purchased it from for them to fix, if they told me to go to vodafone for repairs I woulda said sod that give me a full refund even after 11months.  The consumer guarantees act supports this process (oh yes the warranty is pointless this is on top of what the consumer act provides; so if reasonable use for the phone is for wireless to work after 1year or even 2 years if it faults within this period you have a reasonable claim. If they chose not to follow thru, file $20 or whatever it is now with small claims to sort out.




8 posts

Wannabe Geek


  Reply # 314114 2-Apr-2010 10:54 Send private message

I didn't add all the details, because it would have bored people stupid, but yes, I contacted magnummac first. They said that in NZ, the iphone is considered a vodafone product, rather than an apple product when it comes to repairs or service. (i.e. this is different from apple computers, which are serviced by apple, not some secondary company).

It's a stupid system, and as far as I am concerned, if apple wants to sell their product here in NZ, the they should provide the same after-sales service as in any other country. I didn't get the impression we pay less here, to somehow make up for this shoddy service...

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  Reply # 314115 2-Apr-2010 10:58 Send private message

You are not confused at all. my point the $1000 was handed over to magnum mac not Vodafone. If I purchased a product from A and they told me to visit B for a warranty repair they would get a earful from me very fast.






8 posts

Wannabe Geek


  Reply # 314116 2-Apr-2010 11:01 Send private message

I appreciate the feedack. You have a very good point - the consumer act does give us more power than we realise.

My point is that this is hopeless service if I have to go to the small claims court to get warranty replacement for a product in NZ, when the same product in Australia or France or the UK or wherever will require a few minutes at the genius bar.

This is not good enough from a company like apple, and a terrible reflection on a company like Bright point, who has just landed the service contract.

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  Reply # 314117 2-Apr-2010 11:03 Send private message

magnum mac should of handled the issue from start to finsih




Ham

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  Reply # 314145 2-Apr-2010 12:45 Send private message

johnr: magnum mac should of handled the issue from start to finsih


+1

And the law says if they can't repair it in a "reasonable time" then you have the right to replacement or full refund. 3 weeks for a mobile phone is not a reasonable time in my view.

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  Reply # 314147 2-Apr-2010 12:48 Send private message

johnr: You are not confused at all. my point the $1000 was handed over to magnum mac not Vodafone. If I purchased a product from A and they told me to visit B for a warranty repair they would get a earful from me very fast.


That's called common sense. But in New Zealand iPhone repairs are handled through Vodafone retail (which is not exactly Vodafone but mostly third party retail stores with the Vodafone brand). Magnum Mac just sells but send the customers to the appropriate point of contact for service, which is as said Vodafone retail stores.

I am not sure about your impressions, but Vodafone stores (which again are not all Vodafone but branded stores) are not known for having the best customer service around.

Seriously though. Three weeks to get something replaced is abysmal customer service. Obviously Magnum Mac dumps on Apple, which dumps on Vodafone, which dumps on whoever provides repairs these days, and the cycle goes on and on.







Ham

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  Reply # 314150 2-Apr-2010 12:57 Send private message

freitasm:
johnr: You are not confused at all. my point the $1000 was handed over to magnum mac not Vodafone. If I purchased a product from A and they told me to visit B for a warranty repair they would get a earful from me very fast.


That's called common sense. But in New Zealand iPhone repairs are handled through Vodafone retail (which is not exactly Vodafone but mostly third party retail stores with the Vodafone brand). Magnum Mac just sells but send the customers to the appropriate point of contact for service, which is as said Vodafone retail stores.

I am not sure about your impressions, but Vodafone stores (which again are not all Vodafone but branded stores) are not known for having the best customer service around.

Seriously though. Three weeks to get something replaced is abysmal customer service. Obviously Magnum Mac dumps on Apple, which dumps on Vodafone, which dumps on whoever provides repairs these days, and the cycle goes on and on.





I doesn't matter who handles the repairs. The contract is with Magnum Mac. It becomes their responsibility to sort all that out for the customer.

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  Reply # 314156 2-Apr-2010 13:43 Send private message


BrightPoint have horrific customer service, and I had the extra advantage of being able to deal directly with BrightPoint instead of through Vodafone. I had the same experience and cannot stress enough the utterly poor service I recieved from them. I had been promised a 24 hour turn around time, and it took 10 days to get my phone replaced all they do is simply give you a new one.

During this time I was

  1. Lied to three times about the iPhone already being on a courier back to me (with track and trace number)



  2. Apple's delivery of iPhones being delayed until 2:30pm from Apple Australia



  3. Given multiple ETA's, all of which were that afternoon or the next morning.


I have documented my case and am sending it off to Apple in NZ/Australia and Steve Jobs and BrightPoint's owners in the Netherlands. 

Most of the horrific poor performance was after I had contacted the Managing Director and he had personally assured me he would chase this up and make sure I got my phone ASAP. It still took 4-5 more days for the iPhone to arrive.

I don't know what's so hard for BrightPoint to master, since they don't actually repair the iPhone's, they are a straight swapout like the iPods - they send the whole broken unit back to Apple.

Perhaps they can't figure out the peel off labels on the courier bags? They are hard things for some to master.

All in all I would vote these muppets for the worse technical support I've experienced with extra points for blatent lies. Apple have done themselves a dis service by choosing them for iPhone repairs.

At least Mobile Phone Repair allowed you to turn up and wait a hour or two while they swapped out your phone, what BrightPoint don't understand that those that have iPhones for work are dead in the water without them. I have others at my work with broken iPhones which are scared to return them and be without a iPhone for two weeks.




Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.

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  Reply # 314157 2-Apr-2010 13:48 Send private message

Brightpoint's HO is in Indianapolis, USA, not the Netherlands.

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  Reply # 314159 2-Apr-2010 13:52 Send private message

BrentR: Brightpoint's HO is in Indianapolis, USA, not the Netherlands.


I looked up the Shareholding in the companies office in NZ and I did notice one of the Directors is from there, but the share parcels are as follows

Total Number of shares
100
 
Number of Shares
100
  
Shareholder(s)
BRIGHTPOINT HOLDINGS BV
Rokin 55, 1012 KK Amsterdam, The Netherlands, The Netherlands

Must be for tax purposes as two of their directors are from Indianapolis

Directors

Name
Date Appointed:

BOOR, Anthony William
14-DEC-2009

    5750 Stonechat Lane, Indianapolis, Indiana 46237, USA

FIVEL, Steven Edward
28-MAR-1998
501 airtech parkway, plainfield, indiana 46168, u s a




Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.



8 posts

Wannabe Geek


  Reply # 314163 2-Apr-2010 14:18 Send private message

Do you have an email address for them?

I have sent an email to apple, magnummac, vodafone, mobilefoneRepair and Brightpoint. However, there seems to be a convenient lack of email contacts for complains processes to these companies (surprise surprise...) At least, it is not a simple 2 min search on their websites.

I ended up sending it to generic email addresses, such as [email protected], which is the only obvious email contact on their website. My complaint will probably end up with the same clueless girl who didn't know if brightpoint could check the apple warranty case number, even though that is one their main responsibilities.

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