Rebecca: Hello, my name is Rebecca. Welcome to AppleCare chat support. Please give me a moment to look over your information. Tim: Hi Rebecca - Do you know what the procedure for handling warranty repair for Iphone under AppleCare for New Zealand? My iPhone has been returned by the service agent to the career.
Rebecca: Oh dear! I'm sorry to hear that. Please give me a moment to look that information. Tim: OK Tim: You still there? Rebecca: Yes, I'm sitll looking. Rebecca: Express Replacement is available but I am unable to set it up. Please call 00800-7666-7666 to set up service. Tim: 00800 is unreachable from New Zeland is that an Australian freephone number? Rebecca: No, it's the one I have for New Zealand. www.apple.com/nz/support/ is a web support link.
The problem is that these overseas call centres don't know their stuff, and they are probably servicing calls from around the world. That number has 1 too many zeros at the front, it should be 0800. Last time I called them, they gave me a 1800 number, which they told me was correct, but didn't work, so I replaced the 1 with a 0. I think some of these call centre staff think Australia and NZ are the same place.
Yeah - that is how I ended up in this mess in the first place = the Applecare person told me to take it to the carrier.
OK - Just rang 0800-MY-APPLE and asked them to put me through to the Applecare and had it escalated to someone who knew what is going on.
The new procedure for APple iphone issues under AppleCare is return to Australia directly.
They want me credit card number so they can do an Express Replacement.... Will take 2-3 days for TNT to drop a package for me to return my iPhone to Australia.
mattwnz:That number has 1 too many zeros at the front, it should be 0800.
Incorrect, it is an 00-800 number, which is an international freecall. Dial it as-is, 00800 7666 7666, it is AppleCare.
Yeah - I thought that too until I dialled it and it went through to Australia. It is all good. Now I have to go and pick up the iPhone from Vodafone shop - before they do anything with it - just wasted so much time in the last one week - because I listened to the original call taker who generated the case number a week ago who insisted I take it to Vodafone (so they can send it to Brightpoint).
I am glad Apple is handing this directly - It is a good development and I just wished they communicate this better throgh their channel.
As mentioned the 00800 is correct but have found that some call bar services block it from being called despite it been a free call. I cant call it from my mobile which has an International toll bar but can from my landline which does not have a bar.
The call goes through to Australia but depending on the time of day you call (early morning) it also sometimes re-directs to the US Apple Care team who seem to be unable to offer little assistance in regards to arranging a repair/replacement for NZ. They told me to call back in the afternoon where my call will go through to the AU team to arrange a replacement. Did just that and had a new iPhone at my door in a couple days with a hold charge on my credit card that was then removed when they received my faulty iPhone via return courier.
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