iphone warranty repair service in NZ

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#314427 3-Apr-2010 16:56

You think thats bad, you should try being in my position

I bought an iPhone from a company called 8degrees, who are an authorized iPhone reseller.

Had a problem with it, and needed it to be replaced, contacted the company who were being extremely slow with responding to emails and messages.

in the end, I got annoyed and rang MFR (who were the repair agent at the time) and they said Yep, bring it in, even after I explicitly said that I didn't buy it from Vodafone. They said if its under Apple warranty, they will repair/replace it.

Now I have another problem with the new phone I have, so I called up MFR who are now saying they don't deal with the iPhone anymore and that if I need to have a repair or replacement, that I need to contact bright point who are now dealing with iPhones.

So I rang bright point who said "You know need to go back to whoever you bought it from"

So that was fine,I went and did that, and the company I bought it from are now saying that because MFR replaced it, my warranty contract is now with MFR, who longer want to know about iPhone's..

So I'm kind of stuck in a catch 22.

freitasm

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#314429 3-Apr-2010 17:00

Aaroona: I bought an iPhone from a company called 8degrees, who are an authorized iPhone reseller.

Are they? Nothing on their site says so. And for that price, why not buy directly from Apple anyway?

Aaroona

3196 posts

Uber Geek

#314431 3-Apr-2010 17:02

freitasm:
Aaroona: I bought an iPhone from a company called 8degrees, who are an authorized iPhone reseller.

Are they? Nothing on their site says so. And for that price, why not buy directly from Apple anyway?

Because, I got it cheaper than that, their prices only just went up.

and yes, that's what they're telling me. And the iphone I got is a new Zealand new iphone, was shrinkwrapped and also has a valid new zealand warranty (otherwise MFR wouldn't have touched it to begin with.)

needless to say: I have learnt my lesson..

but in saying that, I also think the process in NZ is absolutely terrible for warranty issues on the iPhone.
I think we should be able to deal directly with Apple instead of this pass the parcel crap. (which Im sure thats how the US does it..)

VFNZPaulBrislen

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#314434 3-Apr-2010 17:24

So far as I know your contact is with Magnum Mac as the retailer. Not sure why you'd call Vodafone. We are not an authorised Apple repair shop and never claimed to be.

Sorry you're having trouble but unless you bought the device from us there's not much we can do about it.

Cheers

paul

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

freitasm

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#314438 3-Apr-2010 17:40

Here is what you need to know:

http://www.apple.com/nz/support/iphone/service/faq/#repair2

"If you purchase your iPhone directly from Apple, contact Apple Technical Support. If you purchased your iPhone directly from your wireless carrier, contact your carrier."

If you purchase from somewhere else, go to http://www.apple.com/nz/support/iphone/ and enter your serial # to find support eligibility.

Incidentally, that same page says that "Service and support for your iPhone is available through your carrier Vodafone", which is different from their own FAQ.

It was my impression, as stated before, that all iPhone warranty repair was always handled in New Zealand through Vodafone retail stores as first point of contact, regardless of whom you bought the phone from.

Aaroona

3196 posts

Uber Geek

#314440 3-Apr-2010 17:42

freitasm: Here is what you need to know:

http://www.apple.com/nz/support/iphone/service/faq/#repair2

"If you purchase your iPhone directly from Apple, contact Apple Technical Support. If you purchased your iPhone directly from your wireless carrier, contact your carrier."

If you purchase from somewhere else, go to http://www.apple.com/nz/support/iphone/ and enter your serial # to find support eligibility.

Incidentally, that same page says that "Service and support for your iPhone is available through your carrier Vodafone", which is different from their own FAQ.

It was my impression, as stated before, that all iPhone warranty repair was always handled in New Zealand through Vodafone retail stores as first point of contact, regardless of whom you bought the phone from.

That was actually my impression too after reading that...

freitasm

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#314442 3-Apr-2010 17:44

Aaroona:
freitasm: Here is what you need to know:

http://www.apple.com/nz/support/iphone/service/faq/#repair2

"If you purchase your iPhone directly from Apple, contact Apple Technical Support. If you purchased your iPhone directly from your wireless carrier, contact your carrier."

If you purchase from somewhere else, go to http://www.apple.com/nz/support/iphone/ and enter your serial # to find support eligibility.

Incidentally, that same page says that "Service and support for your iPhone is available through your carrier Vodafone", which is different from their own FAQ.

It was my impression, as stated before, that all iPhone warranty repair was always handled in New Zealand through Vodafone retail stores as first point of contact, regardless of whom you bought the phone from.

That was actually my impression too after reading that...

Yes, but if you read the FAQ Apple clearly says "Vodafone if you bought from a Vodafone store, or contact Apple Support if from somewhere else".

The question is, really, does the bucket stops at Apple NZ or not?

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Aaroona

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#314443 3-Apr-2010 17:47

I tried Apple NZ, and they said they couldn't help me. So...

freitasm

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#314444 3-Apr-2010 17:48

So you try again. They have to tell you exactly where their product can be serviced. Or CGA on the company you purchase it from.

celesteg

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Wannabe Geek

#314445 3-Apr-2010 17:51

That's interesting. Perhaps you need to let apple and magnummac know that you are not an authorised apple repair service. Their website says that if you had bought the phone directly from apple, you should contact their technical support service. Otherwise, they state that "Service and support for your iPhone is available through your carrier Vodafone". This is verbatim from their website (http://www.apple.com/nz/support/iphone/)

Can you understand the confusion for customers?

VFNZPaulBrislen

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#314449 3-Apr-2010 18:07

I can indeed and I'll get to the bottom of it all on Tuesday.

My understanding is if you buy off us then we process any service issues. But if you buy off a third party you have to deal with them.

I guess Magnum Mac could be a Vodafone reseller for the purposes of the iPhone (and an Apple reseller for everything else) ... I'll find out.

Consumer Guaranteed Act says you're relationship is with the retailer you buy from. It all sounds very blurred in this case.

I'll report back once I get some clarity.

Paul

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

celesteg

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Wannabe Geek

#314452 3-Apr-2010 18:38

Thanks Paul - much appreciated

pebbles

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#314477 3-Apr-2010 20:09

My 2 cents... I just checked the link where you enter you serial number to see where to go for support, as having a couple of issues... and it lead me straight to the vodafone support site.

I bought this from Dick Smith outright too, no connection with vodafone.

GBristow

178 posts

Master Geek

#314509 3-Apr-2010 23:14

Doesn't Brightpoint supply Magnum Mac with their iPhones? Why on earth would a person from Magnum Mac direct you to a Vodafone retailer? That sounds like a lazy sales person, tbh.

Aaroona

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Uber Geek

#317778 13-Apr-2010 13:27

So Paul, what's the verdict?

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