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972 posts

Ultimate Geek

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Vodafone

  Reply # 321769 22-Apr-2010 16:43

I've asked for a full detailed response and I'll post it here as soon a I can.

Cheers

Paul




Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz


620 posts

Ultimate Geek
+1 received by user: 41


  Reply # 321810 22-Apr-2010 19:41 Send private message

While we're waiting, the new photos of the latest iPhone (of the one found in the bar) are fantastically beautiful. Plus, a bit more ON topic, the metal rim around the edge should prevent some of the cracks that earlier models were/are seeing.

Can't wait to have one. :)

Looking forward to your reply, Paul.





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972 posts

Ultimate Geek

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Vodafone

  Reply # 324184 28-Apr-2010 13:54

Hi all,

OK, so this is what's going on.

In line with our major handset partners, Vodafone has moved its repair work to BrightPoint effective 1 March.

Turn around time should be about four days (drop off at store, two days at BP, one day back to store) but there have been a few teething issues for which we apologise.

Repairs from non-Vodafone stores - Magnum Mac is an authorised service centre so they should be handling the process directly. There's no need to take a MM purchsed iPhone to a Vodafone store to get support. You can go back to them.

Any other questions about it, add them here and I'll get some answers if I can.

Cheers

Paul




Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz


2427 posts

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+1 received by user: 24


  Reply # 324187 28-Apr-2010 13:56 Send private message

What if you didn't buy the iPhone from vodafone or magnum mac? But still with a valid nz warranty?




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972 posts

Ultimate Geek

Trusted
Vodafone

  Reply # 324189 28-Apr-2010 13:59

Where from? No other authorised sellers I believe (happy to be corrected though).

Parallel imports of any handsets are beyond our remit - you'd need to take any phone back to the retailer for warranty issues.




Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz


2427 posts

Uber Geek
+1 received by user: 24


  Reply # 324210 28-Apr-2010 14:14 Send private message

PaulBrislen: Where from? No other authorised sellers I believe (happy to be corrected though).

Parallel imports of any handsets are beyond our remit - you'd need to take any phone back to the retailer for warranty issues.



I bought it from 8degrees (www.8degreesnz.com) who said it came with a Valid NZ warranty - MFR previously accepted it, checked the warranty, put it under Vodafone replacement (I think, I'll have to check the service form), and gave me a replacement.






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972 posts

Ultimate Geek

Trusted
Vodafone

  Reply # 324247 28-Apr-2010 15:07

Your first port of call should always be to take it back to the retailer you bought from. Not sure quite why MFR accepted it but if you've got proof of purchase and they can process it, good luck to them.

If DSE is an authorised service centre they can fix it. If they're not, they'll advise the process from there.

All our stores can be found here: http://www.vodafone.co.nz/help/store-locations/ filter on "service centres" to find those places that can/do process repairs.

Cheers

Paul




Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz


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  Reply # 324792 29-Apr-2010 15:41 Send private message

Mobile phone repair are now saying they'll happily honor the warranty (well, act as the agent) and send my phone to Brightpoint. They say they will charge a standard $20 handling fee, +$50 bond (in case its not found to be a warranty issue), plus i have to get it there (so courier costs as well).

I cant get hold of my supplier - Might start looking at another way of getting around it.




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620 posts

Ultimate Geek
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  Reply # 324894 29-Apr-2010 18:56 Send private message

PaulBrislen: Your first port of call should always be to take it back to the retailer you bought from. Not sure quite why MFR accepted it but if you've got proof of purchase and they can process it, good luck to them.

If DSE is an authorised service centre they can fix it. If they're not, they'll advise the process from there.

All our stores can be found here: http://www.vodafone.co.nz/help/store-locations/ filter on "service centres" to find those places that can/do process repairs.

Cheers

Paul


Great! Now I even know what store to buy it from. :) One of those ones that can/do process repairs. Thanks.

Roll on June!




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  Reply # 325367 30-Apr-2010 17:04 Send private message

PaulBrislen: Where from? No other authorised sellers I believe (happy to be corrected though).

Parallel imports of any handsets are beyond our remit - you'd need to take any phone back to the retailer for warranty issues.


What if we brought it from Apple.co.nz?

Previously I took my iphone into a vodafone shop and they sent it to mfr for me, Who do I contact?

www.hinve.st
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Ultimate Geek
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  Reply # 325375 30-Apr-2010 17:17 Send private message

I've now have confirmation that I can relay this information from my employer (Renaissance).


Scenario 1:
The customer has purchased iPhone directly from Apple.co.nz they can call the 00800 7666 7666 number to get a case ID and then contact MobileFoneRepair on 0508 REPAIR. They will send prepaid courier bags to ship the unit.
Scenario 2: 
They purchased from Vodafone, First Mobile or MagnumMac, Brightpoint are the service agent based in Auckland. First they need to fax or email Brightpoint for a service request number and then ship the unit with supplied form.

Also for non-warranty iPhone repairs, one can go to Fixxed in Christchurch.

Cheers,
Joseph 

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Master Geek
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  Reply # 616454 28-Apr-2012 10:00 Send private message

It is now 2 years since this topic was discussed in this thread.

My experience of yesterday when I went to the Welington Yoobee store with my iPhone 3gs to have it repaired as the sleep/wake button had stopped working, was almost the same experience as related in this thread. It seems nothing has changed.

I bought the phone from Yoobee (then MagnumMac) and that is where I went to have the problem fixed. The initial response was that we don't provide service for iPhones! On expressing some surprise at this response the salesperson asked whether I would like to speak to the manager. The manager indicated that they could send the phone to a repairer in Auckland and that there was a 6 week maximum turnaround. I thought that was a very long time to be without a phone and finally the manager gave me a business card of a repairer based in Wellington "fonebitz". The manager and the salesperson explained to me that it was Apples fault that they could not provide me with good service.

This solution is looking the most attractive at this point but I have not as yet contacted fonebitz.

It amazes me that it took nearly 30 minutes, a salesperson and then their manager to finally provide me with any sort of service that seems remotely useful (yet to seen) for a straightforward  problem with a common product that Yoobee still sell. The account above is an abbreviated version of the encounter. 


This example of poor service was all the more surprising when I went to the Yoobee website to try to send them some feedback this morning. I read with amazement their claims on the website "Need your Apple product repaired? We're the Apple Experts. We have Authorized Apple Service Centres in all main centres in NZ, and were ready to help."

Not my experience.

If anybody has had experience of using fonebitz in Wellington for iPhone repairs I would be interested to hear how this went.


 

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Master Geek
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  Reply # 616461 28-Apr-2012 10:10 Send private message

morrisk: It is now 2 years since this topic was discussed in this thread.

My experience of yesterday when I went to the Welington Yoobee store with my iPhone 3gs to have it repaired as the sleep/wake button had stopped working, was almost the same experience as related in this thread. It seems nothing has changed.

I bought the phone from Yoobee (then MagnumMac) and that is where I went to have the problem fixed. The initial response was that we don't provide service for iPhones! On expressing some surprise at this response the salesperson asked whether I would like to speak to the manager. The manager indicated that they could send the phone to a repairer in Auckland and that there was a 6 week maximum turnaround. I thought that was a very long time to be without a phone and finally the manager gave me a business card of a repairer based in Wellington "fonebitz". The manager and the salesperson explained to me that it was Apples fault that they could not provide me with good service.

This solution is looking the most attractive at this point but I have not as yet contacted fonebitz.

It amazes me that it took nearly 30 minutes, a salesperson and then their manager to finally provide me with any sort of service that seems remotely useful (yet to seen) for a straightforward  problem with a common product that Yoobee still sell. The account above is an abbreviated version of the encounter. 


This example of poor service was all the more surprising when I went to the Yoobee website to try to send them some feedback this morning. I read with amazement their claims on the website "Need your Apple product repaired? We're the Apple Experts. We have Authorized Apple Service Centres in all main centres in NZ, and were ready to help."

Not my experience.

If anybody has had experience of using fonebitz in Wellington for iPhone repairs I would be interested to hear how this went.


 


I have an iPhone 4 and my home button was unresponsive and the on/off button had stopped working too. I found a place on Vivian St called CellCity which fixed both for $120. It took an hour. 

www.hinve.st
914 posts

Ultimate Geek
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  Reply # 616471 28-Apr-2012 10:24 Send private message

Might as well post an update also.

My understanding of current situation is that any iPhone in New Zealand, regardless of where it was purchased, must go to a telco for repair.
Even if you buy online from apple.com/nz, the iPhone must go either to Telecom or Vodafone.
Regular AASPs like YOOBEE cannot do warranty iPhone repairs.

Cheers,
Joseph

315 posts

Ultimate Geek
+1 received by user: 12


  Reply # 616492 28-Apr-2012 11:04 Send private message

jofizz: Might as well post an update also.

My understanding of current situation is that any iPhone in New Zealand, regardless of where it was purchased, must go to a telco for repair.
Even if you buy online from apple.com/nz, the iPhone must go either to Telecom or Vodafone.
Regular AASPs like YOOBEE cannot do warranty iPhone repairs.

Cheers,
Joseph


I'm not sure if this is correct, I remember reading somewhere that iPhones purchased directly from Apple need to be serviced through Apple and cannot be taken to a Vodafone/Telecom store.

Maybe someone from Vodafone or Telecom can comment.

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