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8 posts

Wannabe Geek


Topic # 29804 20-Jan-2009 10:35
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I purchased an Ipod Touch from Harvey Norman approx. around Christmas time last year and after 2 weeks of using it, the buttons wouldn't work which were the off button and the menu button. I was just listening to music on my ipod touch and this was only the third time I had used it and then I decided I didn't want to listen to it anymore and turned it off, but it wouldn't and then pressing the circle button that took you back to the main menu wouldn't work either so I took it back to Harvey Norman where I purchased it from to see if they could see the problem and fix it. So we had a Harvey Norman guy take a look at it and he tried turning it off and pressing the menu button but both wouldn't work either so told me that this is an Apple fault and they'll have to send it away to Apple to have a look at it and he told me that Apple would most likely replace it for me but it would take approx. 10 days.

But after a week, I got a call back from Harvey Norman saying that my ipod touch was ready to be picked up but Apple hadn't replaced it as they said no fault was found so Harvey Norman guy told me that I would have to pay $75 as there was no faulty. I find this ridiculous as when I took it back they checked it carefully and I asked if I had to pay any costs and they said no I didn't have to as it already was covered with the warranty only to realize that 7 days later I have to pay $75.

So with the extra $75 I will soon have to pay on my 8gb ipod, all these costs add up together to the cost of a 16gb ipod touch as I also paid extra to get the extended Harvey Norman warranty.

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1520 posts

Uber Geek
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  Reply # 190750 20-Jan-2009 11:44
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That does suck.
The only thing I can think to say is if you have problems again, find the support phone number on Apple's web site and call them. It's a free call. They will walk you through various things to try and if they don't work and it appears to be a hardware fault then they give you a number.  The number records the calls, things tried etc. and ok's the return officially.   Then you send your iPod to one of their NZ service centers (I use the Tauranga one, they know how to deal with this kind of return and a lot of the other centers don't) with the number. The service center then returns the iPod touch to Apple who sends you a new one. Turn around time is about six days. The only fees are for any shipping to and from the service center in Tauranga. In other countries they actually SEND a free courier bag to your house and shipping both ways is free; not in NZ though.

Without the authorized return from Apple I guess they can get away with charging you these fees as Apple didn't authorize it's return. The shop guy probably didn't know how to reset it for you and I'm guessing that Apple just put it into DFU mode and reinstalled the firmware.

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Ultimate Geek

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  Reply # 190757 20-Jan-2009 12:00
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JayADee: That does suck.
The only thing I can think to say is if you have problems again, find the support phone number on Apple's web site and call them. It's a free call. They will walk you through various things to try and if they don't work and it appears to be a hardware fault then they give you a number.  The number records the calls, things tried etc. and ok's the return officially.   Then you send your iPod to one of their NZ service centers (I use the Tauranga one, they know how to deal with this kind of return and a lot of the other centers don't) with the number. The service center then returns the iPod touch to Apple who sends you a new one. Turn around time is about six days. The only fees are for any shipping to and from the service center in Tauranga. In other countries they actually SEND a free courier bag to your house and shipping both ways is free; not in NZ though.

Without the authorized return from Apple I guess they can get away with charging you these fees as Apple didn't authorize it's return. The shop guy probably didn't know how to reset it for you and I'm guessing that Apple just put it into DFU mode and reinstalled the firmware.


My touch had a fault about 4 months ago and the place i went to sent out the courier bag free, just packaged it sent it away and I had my new ipod in a week and a half.

Unfortunately me being the useful person that I am, I cannot recall the name of the place I went through - I'm pretty sure I found it via google




For billions of years since the outset of time, every single one of your ancestors survived, every single person on your Mum and Dads side, successfully looked after and passed onto you life.  What are the chances of that like?

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Uber Geek
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  Reply # 190759 20-Jan-2009 12:05
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Well damn. Do you remember what city it was?

I had the emails and whatnot from my experiences saved but I did a (failed) partitioning of my HD to dual book Win7 and lost all that. :) I'm pretty sure I still have the paperwork somewhere. If I find it I'll tell you which place I sent it to in Tauranga. The Auckland shop was useless.

I sent two back; one for wifi and the second for a stuck pixel. In the end they fixed wifi issues with the latest firmware but shipping that back and forth four times did cost me a fair bit. :( Especially since I had screen protectors on both. My current one works brilliantly though.

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Ultimate Geek

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  Reply # 190762 20-Jan-2009 12:14
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Ah that was it... Totallymac.com/nz/




For billions of years since the outset of time, every single one of your ancestors survived, every single person on your Mum and Dads side, successfully looked after and passed onto you life.  What are the chances of that like?



8 posts

Wannabe Geek


  Reply # 190763 20-Jan-2009 12:17
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Thanks for that!

I probably would have done the same thing but as it was the first Apple ipod I had purchased I was unsure so just took it back to Harvey Norman straight away to check if they would know any better..
I tried googling the problem that I had with my ipod touch as in that it wouldn't turn off and most of the stuff I found was that people had similar problems and just took it back to the store and Apple replaced it for them which is what I did, there was also something about resetting your ipod but I wasn't sure how to do that as none of the buttons on my ipod worked and i could only listen to music on it.

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Uber Geek
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  Reply # 190766 20-Jan-2009 12:32
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I hear you. The trouble with things like iPods and PCs and stuff is most of the time the guys selling them don't know what they're doing.

And thanks for the link to where you sent yours! If I have any trouble I'll get my Apple number and call them! Free shipping is good.  Here's hoping I won't have to.

Also, have you guys seen the news from the Dev team?
They've got a "Tethered" jail break for the 2G!
It'll only be a matter of days or so before we have an untethered JB.
Finally I can get my third party apps and Winterboard back! Yay!
http://blog.iphone-dev.org/

Ok, found my paperwork. Technology Centre in Auckland. I think the guy I dealt with both times was named Phil, who works in their Apple repair dept.

Edit: bought one of mine (1G) from Harvey Norman and the other directly from Apple.
I got Apple's in ear headphones with mic too and they're really nice! Having the control on the wire is invaluable.



8 posts

Wannabe Geek


  Reply # 190767 20-Jan-2009 12:38
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Yes, its very unfortunate and Harvey Norman said it was also their fault as they checked and said it was a fault also.
I'm pretty sure they sent mine to Apple in Auckland but have any of you had your ipods sent back and having to pay for the costs as Harvey Norman said I have to pay for shipping costs etc. whichis in total $75.

I've heard about all this jailbreak stuff but however have no clue what it is as I'm new to all this ipod stuff..

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Uber Geek
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  Reply # 190768 20-Jan-2009 12:45
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No, I just had to pay shipping to the Tech centre but that's because
I had called Apple, let them walk me through their attempt to figure out what was wrong
and then got authorization to send it back to them.

If they'd given you an authorization for return they couldn't charge you for it, I'd say. If you check Apples site I believe it does stipulate a cost if there isn't anything wrong with it.

I WAS pretty bummed when the second one came back with a stuck pixal and I had to do it
all over again though. Between the screen savers I'd put on and the courier postage four ways to Tauranga it cost me a fair bit which was especially annoying since every other country gets shipping paid.

With what Barchy said though they've either changed policy or else Totally Mac has got it sorted out.
All my drama took place around Oct/Nov last year.

It's a great device though, I wouldn't be without mine. It lives in my pocket.

Edit: You could try raising a stink with HN. The repair shop I dealt with didn't charge ANY shipping to and from Apple, just to and from ME which Barchy seems to have found a way around. Is the cost you're covering shipping to Apple or a charge from Apple itself or what?

I'd say if you want to raise a stink with them you might be able to get away with not paying it but it depends how much stress you want to put up with to try I guess.



8 posts

Wannabe Geek


  Reply # 190769 20-Jan-2009 12:50
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I see now, I wished I had done that now but oh well,
I asked Harvey Norman people many questions before I bought my ipod 2 weeks ago including what if theres a problem and I got told just to come back and theyll sort it out.
an ipod touch is very handy and i also read somewhere online that they might be bringing out new ipod touches out this year as well.

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Uber Geek
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  Reply # 190770 20-Jan-2009 12:55
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They seem to have a regular time of year for updating their hardware...we should be able to expect new Touches around I think it's November. There's also a lot of talk about an iPhone nano! A mini iPhone. Hum. I'd prefer to see them come out with a tablet PC or tablet iPod/iPhone.

I saw one from Asus the other day that's a netbook that folds into a tablet, looks brilliant.



8 posts

Wannabe Geek


  Reply # 190772 20-Jan-2009 13:00
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Like the ipod nanos are up to like 4th gen, who knows what apple will come up with next.

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  Reply # 190774 20-Jan-2009 13:13
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You should have read the packing and the warranty that comes with the iPod, you automatically get 90 days free AppleCare service which you could have fully utilised without additional cost. And it is highly advisable to get an AppleCare for more expensive Apple products too rather than the retail's extended warranty. Is it giving you anymore issues? If so, deal with Apple Service directly if possible.




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Master Geek
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  Reply # 190775 20-Jan-2009 13:14
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Go and see or talk to Renaissence, they are Apple NZ, they have a service centre in onehunga http://www.zoomin.co.nz/info/nz/auckland/onehunga/beachcroft+avenue/92/-renaissance+education+division/Most likely what Harvey Norman would have done is sent your iPod over there, and they didnt find a fault, so renaissence has charged you the $75.Harvey Norman (and basically every other shop in nz) buys all its apple products from renaissence.

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  Reply # 190780 20-Jan-2009 13:25
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I'd say that's an excellent guess as to what happened. The Tech center where I had mine mailed from twice is a branch of Renaissence.



8 posts

Wannabe Geek


  Reply # 190796 20-Jan-2009 14:08
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Im pretty sure I used the Apple warranty and not the retailer's warranty, I got told when I brought it back that if it only had been 7 days since I purchased the ipod, they wouldve replaced it straight away but since it was more than that, they sent it away.


And thanks for the link, I will have a look at it now, so now I know for next time to deal with Apple first instead of Harvey Norman.


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