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oxnsox
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  #470987 19-May-2011 10:53
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You've registered the fault and have a return number so surely there are options to get the unit 'serviced' and avoiding further contact with DSE, if you so decide?

But....
It may be only me but, there seem to be many threads across a variety of forums complaining about service and support from a whole bunch of retailers and their obligations under the CGA. Can they all be that poorly informed?

How often are issues associated with a single manufacturers products?

For any issue the retailer is the point of contact, and the easy target for carrying the can, where often the manufacturer needs to step out from behind their legalese and wear some tarnish on their brand.

I'd agree with this....
freitasm: It's under warranty. It shouldn't matter if it's sold out. If they can't replace it then they have to fix it.

I'd say it's Apple being a bad manufacturer there. Go after them, hard.


 
 
 

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MorrisTheCat

84 posts

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  #471053 19-May-2011 12:28
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Ham: How cold is cold? They are only meant to operate between 0-35 deg C. If it's within that range I would hassle DSE hard!


The point at which the metal back feels cool to the touch. I live in Auckland so most people wouldn't call a winter's morning cold but it was 7 degrees C this morning!

gehenna
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  #471054 19-May-2011 12:39
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If you have no luck with AppleCare first level, ask for the issue to be escalated to Customer Relations. I've had a lot of success with CR when the first steps failed me. Either way, if they can't replace with a like model then they will just have to replace with a new model. Simple.



MorrisTheCat

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  #471073 19-May-2011 13:10
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chiefie: Where are you? Have you try taking it in to the nearest YooBee store for AppleCare warranty?


YooBee (ex MagnumMac) were the 1st people i was sent to by DSE via telephone contact. They inturn passed me to an on-the-phone Apple Support Centre who immediately identified the fault as an exchange unit situation and gave me the Service Support Number plus recorded details of the fault etc.

I have talked with one of YooBee's Senior Managers also by phone about the entire situation and they do not have anything available that would be an acceptable exchange plus i should really deal with my original Retail Outlet as all Resellers of Apple product are 'in the same boat'.

My only final feeling in all this is the below standard performance by the Retailer in all this... I had an official Apple Service Support Number over 2weeks ago. Nothing has moved forward since.



wreck90
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  #471080 19-May-2011 13:20
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MorrisTheCat:
chiefie: Where are you? Have you try taking it in to the nearest YooBee store for AppleCare warranty?


YooBee (ex MagnumMac) were the 1st people i was sent to by DSE via telephone contact. They inturn passed me to an on-the-phone Apple Support Centre who immediately identified the fault as an exchange unit situation and gave me the Service Support Number plus recorded details of the fault etc.

I have talked with one of YooBee's Senior Managers also by phone about the entire situation and they do not have anything available that would be an acceptable exchange plus i should really deal with my original Retail Outlet as all Resellers of Apple product are 'in the same boat'.

My only final feeling in all this is the below standard performance by the Retailer in all this... I had an official Apple Service Support Number over 2weeks ago. Nothing has moved forward since.




Can you clarify...
 
"they do not have anything available that would be an acceptable exchange "

 I take it, they don't have your model, or , are only willing to exchange for a lesser model?

I would have thought you need to go back to Apple support and explain that their local support cannot fix/replace this. 

Your alternative is to get really forceful with DSE.You might have to raise your voice even :)

 

freitasm
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  #471085 19-May-2011 13:27
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The retailer can not do much, really. Blame Apple for saying this is a case for replacement but not making an older model available.




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MorrisTheCat

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  #471095 19-May-2011 13:47
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wreck90:
MorrisTheCat:
chiefie: Where are you? Have you try taking it in to the nearest YooBee store for AppleCare warranty?


YooBee (ex MagnumMac) were the 1st people i was sent to by DSE via telephone contact. They inturn passed me to an on-the-phone Apple Support Centre who immediately identified the fault as an exchange unit situation and gave me the Service Support Number plus recorded details of the fault etc.

I have talked with one of YooBee's Senior Managers also by phone about the entire situation and they do not have anything available that would be an acceptable exchange plus i should really deal with my original Retail Outlet as all Resellers of Apple product are 'in the same boat'.

My only final feeling in all this is the below standard performance by the Retailer in all this... I had an official Apple Service Support Number over 2weeks ago. Nothing has moved forward since.




Can you clarify...
 
"they do not have anything available that would be an acceptable exchange "

 I take it, they don't have your model, or , are only willing to exchange for a lesser model?

I would have thought you need to go back to Apple support and explain that their local support cannot fix/replace this. 

Your alternative is to get really forceful with DSE.You might have to raise your voice even :)

 


They (YooBee) do not have stock of my basic model 16GB WiFi only iPad 1. There is no lesser model. I am more than willing to pay the difference and because of my experience with only 16GB and many Apps, use the benefits of the top iPad 2 64GB, WiFi, 3G (in Black) etc.

I will give DSE a call and see if there is any other news or options...



MorrisTheCat

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  #471101 19-May-2011 13:59
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freitasm: The retailer can not do much, really. Blame Apple for saying this is a case for replacement but not making an older model available.


Untrue, this is where the Retailer concerned has come up short. They needed to have negotiated a far better  arrangement with their supplier in this kind of situation. The buck stops with them, i should not have to wander off wasting time finding a dealing with the darn manufacturer of the goods!

DSE are classed as a an Apple Re-seller as opposed to an outlet whose core business is only Apple Product so when such situations as this occur the Consumer is left on the sticky end. It says do not buy from an Apple Re-Seller if you want crap service should things go wrong with the item.

The other thing is surely DSE would be moving asap to keep me, my family and friends customers tomorrow but in this case they are not.

If they refunded me the amount involved because they obviously cannot meet their obligations under CGA (and they would be seen to be PUTTING THINGS RIGHT which would make everyone thing they are a good to deal with business)  i could purchase what i need directly online from Apple and i will buy other kinds of kit from DSE in the future but at the moment i will not to the day i die.



billgates
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  #471105 19-May-2011 14:10
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MorrisTheCat:
freitasm: The retailer can not do much, really. Blame Apple for saying this is a case for replacement but not making an older model available.


Untrue, this is where the Retailer concerned has come up short. They needed to have negotiated a far better  arrangement with their supplier in this kind of situation. The buck stops with them, i should not have to wander off wasting time finding a dealing with the darn manufacturer of the goods!

DSE are classed as a an Apple Re-seller as opposed to an outlet whose core business is only Apple Product so when such situations as this occur the Consumer is left on the sticky end. It says do not buy from an Apple Re-Seller if you want crap service should things go wrong with the item.

The other thing is surely DSE would be moving asap to keep me, my family and friends customers tomorrow but in this case they are not.

If they refunded me the amount involved because they obviously cannot meet their obligations under CGA (and they would be seen to be PUTTING THINGS RIGHT which would make everyone thing they are a good to deal with business)  i could purchase what i need directly online from Apple and i will buy other kinds of kit from DSE in the future but at the moment i will not to the day i die.




Do you know the types of negotiations and conditions that retailers have to accept in order to sell Apple products? DSE are bound by what Apple has instructed them to do. Apple does not supply 'extra warranty claims stock' to any retailers. Ring Apple and demand your ipad to be replaced.




Do whatever you want to do man.

  

robbyp
1199 posts

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  #471118 19-May-2011 14:29

Seeing you are getting such a run around, you need to write a letter to the retailers head office with what you want them to do. If they aren't able to repair or replace with a similar model within a reasonable period of time, they will need to order you a new one. However I beleive that because apple have a battery replacement scheme on ipads, that there should be heaps of stock of the older models for them to swap out. http://support.apple.com/kb/index?page=servicefaq&geo=United_States&product=ipad 

 

MorrisTheCat

84 posts

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  #471124 19-May-2011 14:44
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billgates:
MorrisTheCat:
freitasm: The retailer can not do much, really. Blame Apple for saying this is a case for replacement but not making an older model available.


Untrue, this is where the Retailer concerned has come up short. They needed to have negotiated a far better  arrangement with their supplier in this kind of situation. The buck stops with them, i should not have to wander off wasting time finding a dealing with the darn manufacturer of the goods!

DSE are classed as a an Apple Re-seller as opposed to an outlet whose core business is only Apple Product so when such situations as this occur the Consumer is left on the sticky end. It says do not buy from an Apple Re-Seller if you want crap service should things go wrong with the item.

The other thing is surely DSE would be moving asap to keep me, my family and friends customers tomorrow but in this case they are not.

If they refunded me the amount involved because they obviously cannot meet their obligations under CGA (and they would be seen to be PUTTING THINGS RIGHT which would make everyone thing they are a good to deal with business)  i could purchase what i need directly online from Apple and i will buy other kinds of kit from DSE in the future but at the moment i will not to the day i die.




Do you know the types of negotiations and conditions that retailers have to accept in order to sell Apple products? DSE are bound by what Apple has instructed them to do. Apple does not supply 'extra warranty claims stock' to any retailers. Ring Apple and demand your ipad to be replaced.


No i do not know about the negotiations or conditions as i am the Consumer in all this. I do not need to know.

Are you saying it must become my responsibility that the poor wee Retailer is the victim in the case i am experiencing and that have to go messing around finding and negotiating with the manufacturer of the item i bought, wasting my time?

Surely this is why we have the CGA in this country i would have thought.

oxnsox
1923 posts

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  #471126 19-May-2011 14:47
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MorrisTheCat:
freitasm: The retailer can not do much, really. Blame Apple for saying this is a case for replacement but not making an older model available.


Untrue, this is where the Retailer concerned has come up short. They needed to have negotiated a far better  arrangement with their supplier in this kind of situation. The buck stops with them, i should not have to wander off wasting time finding a dealing with the darn manufacturer of the goods!

DSE are classed as a an Apple Re-seller as opposed to an outlet whose core business is only Apple Product so when such situations as this occur the Consumer is left on the sticky end. It says do not buy from an Apple Re-Seller if you want crap service should things go wrong with the item.

The other thing is surely DSE would be moving asap to keep me, my family and friends customers tomorrow but in this case they are not.

If they refunded me the amount involved because they obviously cannot meet their obligations under CGA (and they would be seen to be PUTTING THINGS RIGHT which would make everyone thing they are a good to deal with business)  i could purchase what i need directly online from Apple and i will buy other kinds of kit from DSE in the future but at the moment i will not to the day i die.

At the risk of repeating myself...
This seems a common issue with Apple resellers. Apple plays hardball and its their way or no-way


billgates
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  #471128 19-May-2011 14:50
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MorrisTheCat:
No i do not know about the negotiations or conditions as i am the Consumer in all this. I do not need to know.

Are you saying it must become my responsibility that the poor wee Retailer is the victim in the case i am experiencing and that have to go messing around finding and negotiating with the manufacturer of the item i bought, wasting my time?

Surely this is why we have the CGA in this country i would have thought.



It's a much quicker proccess anyway to deal with the manufacturer directly. You save personal time in dealing with the retailer who is just going to pass it on to the manufacutrer anyway which will result in delaying your fix. A lot of major companies now want you to ring them directly so that they can handle the claim and provide a fix quickly.

In your case, Apple is giving you the run around. Ring them and demand that your ipad either be picked from your house via courier or a service center where you can drop it off so that they can look at it and provide a replacement.  




Do whatever you want to do man.

  

chiefie
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  #471136 19-May-2011 14:56
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I remember that YooBee said they're service agent for Apple warranty, so why not contact YooBee with your Apple Service Reference number and check with them to see what can it be done? Simple as... just call YooBee up.




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MorrisTheCat

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#471140 19-May-2011 15:00
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chiefie: I remember that YooBee said they're service agent for Apple warranty, so why not contact YooBee with your Apple Service Reference number and check with them to see what can it be done? Simple as... just call YooBee up.


Already have done so (by phone) to their central 0800 number  which is the only one they have. They cannot help me and have advised that 1.) they do not have any 16GB WiFi units as this case is databased as an exchange situation with my Apple Service Reference 2.) they suggest it better i deal with my original retailer.

Hmmmm

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