To get item fixed, shipping costs should be covered under CGA?

Forums › Laptops and mobile computers › To get item fixed, shipping costs should be covered under CGA?

TechnoGuy001

591 posts

Ultimate Geek

#233492 18-Apr-2018 12:06

So I have a 6 month old MacBook Pro laptop and I've had several keys die on me, using a can of air fixed most, but one key is still broken.

Now I've delayed getting this fixed because here in Hawkes Bay the local Apple Authorised Service Provider is no longer certified, so the next closest is Palmerston North, so it'll take a while to get fixed.

My question is, should I have to pay to ship the laptop to and from the Service Provider?

From my understanding of the CGA I don't, under the "Consequential loss" section it states "If you have to post or courier goods back to be repaired, you don’t have to pay for those costs", so no I don't have to pay to ship.

But when I contacted DTSL in Palmerston North they say Apple doesn't cover shipping costs, and I'd need to take it up with them, so I have, but the NZ Apple support guy I talked to today doesn't seem to know much about the CGA and after 30 mins of him talking to other people he doesn't seem to be able to get an answer for me.

He ended up saying he'd call me back later today after talking with some more people with regards to covering the shipping costs.

So my question is, what can I do next if his answer is, no Apple still doesn't cover the shipping costs?

While I realise paying the shipping costs myself isn't going to break the bank, the point is, the keys not working issue is a widespread issue with the new MBPs and I shouldn't have to go out of pocket to fix what seems to be a manufacturing/Apple defect.

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#1998478 18-Apr-2018 12:06

You don't pay end of story

Linux

TechnoGuy001

591 posts

Ultimate Geek

#1998485 18-Apr-2018 12:14

That's all well and good, but how do I get Apple/DTSL/any Apple Authorised Service Provider to cover the shipping costs.

Do I have to go to the Disputes Tribunals? Because lodging a claim there costs min $45, which is most likely more than just paying the shipping.

I guess I could go through all the Apple Authorised Service Provider in NZ to see if one would cover shipping under the CGA, that might work.

Behodar

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#1998521 18-Apr-2018 13:13

I had a similar issue years ago. My Apple machine died, and I had it repaired under warranty. I had to pay the delivery cost there and back.

A few months later, Apple admitted that it was a common issue and that it'd be fixed for free even if the warranty had expired. The announcement also said that if you'd previously paid for a repair - or for delivery - then you should ask the service provider for a refund. I did so, and the provider A) flatly stated that delivery is additional and not part of the warranty and B) that even if it were covered, they'd only cover the return postage, and not my costs for getting the computer to them in the first place.

I pointed out that Apple's document explicitly pointed out that the delivery cost was covered, but the service provider wouldn't budge. I think I ended up begrudgingly eating the cost.

fearandloathing

233 posts

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#1998534 18-Apr-2018 13:22

When my Surface Pro 3 failed. Microsoft provided a prepaid shipping label to the repair agent, I had to provide the shipping box.
Apple should provide the same service. I don’t think the cost should be covered by the service agent as the warranty is between the manufacture and you.

Shapenz

340 posts

Ultimate Geek

#1998535 18-Apr-2018 13:25

It is true that Apple should cover the cost of shipping the item there and back - however they don't pay the service provider for this so it puts you in a funny position.

Normally if you have purchased it through a chain eg Noel Leemings they would ship it to the service provider for you free of charge?

MikeAqua

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#1998538 18-Apr-2018 13:30

TechnoGuy001:

Do I have to go to the Disputes Tribunals? Because lodging a claim there costs min $45,

You get that back if you win.

Mike

TechnoGuy001

591 posts

Ultimate Geek

#1998541 18-Apr-2018 13:32

Yeah, I've come to realise that buying directly from Apple doesn't seem like the smarted here in NZ, I've had to return things to get repaired with MightyApe before, each time they overnighted the shipping labels etc. So it does seem rather strange that a company like Apple can't provide the same option.

The first time I was chatting with one of the Apple support staff, it was via text chat and it seems they are all based in the USA, so they were all ready and happy to ship out a box + shipping labels to me to return the laptop to get fixed, until they found out I was in NZ, and kinda hit a wall from there.

mattwnz

16460 posts

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#1998542 18-Apr-2018 13:32

Take it to the retailer, or get them to arrange the repair. . You shouldn’t thave to deal with the manufacturers service people directly anyway. If purchased from Apple, then get them to send you a courier pack. I understand Apple is a nz registered company so they should be following the CGA. I am having trouble myself with Apple and getting them honour the CGA and wasn’t able to get through to anyone in NZ to communicate with, and their overseas contact centre didn’t have a clue what the CGA was, so had to go back to the local retailer to sort it out.

TechnoGuy001

591 posts

Ultimate Geek

#1998543 18-Apr-2018 13:34

MikeAqua:

TechnoGuy001:

Do I have to go to the Disputes Tribunals? Because lodging a claim there costs min $45,

You get that back if you win.

That's what I assumed too, but according to the consumer's site, you don't. "You can’t claim this fee back even if you win."

Scroll down to "How much does it cost to file a claim?"

https://www.consumer.org.nz/articles/disputes-tribunals

mattwnz

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#1998548 18-Apr-2018 13:36

That’s my understanding too, which doesn’t make much sense imo

TechnoGuy001

591 posts

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#1998549 18-Apr-2018 13:37

mattwnz: Take it to the retailer, or get them to arrange the repair. . You shouldn’t thave to deal with the manufacturers service people directly anyway. If purchased from Apple, then get them to send you a courier pack. I understand Apple is a nz registered company so they should be following the CGA.

The thing is Apple is the retailer for me, I bought directly from there online store. And I tried to get Apple to send me the courier pack, but they backed out as soon as I gave my NZ address. After allot off talking they eventually said to call up to the NZ helpline. Which is what I did today.

TechnoGuy001

591 posts

Ultimate Geek

#1998552 18-Apr-2018 13:40

mattwnz: I am having trouble myself with Apple and getting them honour the CGA and wasn’t able to get through to anyone in NZ to communicate with, and their overseas contact centre didn’t have a clue what the CGA was, so had to go back to the local retailer to sort it out.

Give them a call here 0800 1 27753, the guy I got said he was in NZ. But still didn't seem to know much about the CGA act, kept having to talk to someone else.

mattwnz

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#1998553 18-Apr-2018 13:40

TechnoGuy001:
mattwnz: Take it to the retailer, or get them to arrange the repair. . You shouldn’t thave to deal with the manufacturers service people directly anyway. If purchased from Apple, then get them to send you a courier pack. I understand Apple is a nz registered company so they should be following the CGA.

The thing is Apple is the retailer for me, I bought directly from there online store. And I tried to get Apple to send me the courier pack, but they backed out as soon as I gave my NZ address. After allot off talking they eventually said to call up to the NZ helpline. Which is what I did today.

Just say you don’t live anywhere near a service centre. I haven’t ever had a problem getting them to send a courier pack, and because they have to put the matter right, especially as it is still under warranty. Otherwise get the call escalated. You at least want to be talking to someone in Australia, not the us.

TechnoGuy001

591 posts

Ultimate Geek

#1998555 18-Apr-2018 13:43

mattwnz: Just say you don’t live anywhere near a service centre. I haven’t ever had a problem getting them to send a courier pack, and because they have to put the matter right, especially as it is still under warranty.

How'd you managed to get them to send the courier pack? What number did you call?

Because they keep trying to palm me off to an Apple Authorised Service Provider, namely DTSL in Palmerston North, while I'm in Hastings, like a 2-3 hour drive away

tripp

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#1998775 18-Apr-2018 16:56

TechnoGuy001:

MikeAqua:

TechnoGuy001:

Do I have to go to the Disputes Tribunals? Because lodging a claim there costs min $45,

You get that back if you win.

That's what I assumed too, but according to the consumer's site, you don't. "You can’t claim this fee back even if you win."

Scroll down to "How much does it cost to file a claim?"

https://www.consumer.org.nz/articles/disputes-tribunals

No you can't get the fee back. I tried and they rejected that part.

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