The "You went above and beyond for me and I wanted to say Thanks!" Thread

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#1742778 17-Mar-2017 14:32

dclegg:

AA Insurance...

We had a recent overnight powercut, after which our 2009 iMac wouldn't power back on.

AA have an "Old for new" replacement policy, but they deemed that Apple technology had moved on too far for our iMac to qualify for this, so initially offered a replacement value, based on what they found on TradeMe for similarly specced models.

But I pushed back, saying that we had a mid-range iMac, which had some performance upgrades upon purchase (faster CPU & 7200RPM HDD). I detailed the specs between our iMac and the current entry level iMac. There were some performance pluses & minuses for both, so I thought it was reasonable to state a case that they are similar enough in performance.

And their policy states

If something you own is stolen, lost or damaged beyond repair, we’ll replace it with a brand new one, regardless of the age of the original. So if your five year-old TV is stolen, we’ll replace it with a brand new TV equivalent to your original.

I wasn't sure if I would succeed in this, but it felt like a fair enough question to ask them. After a day of deliberation, they got back to me and said they will be replacing it with a new entry level iMac. Within minutes of this decision, I had a call from JB HiFi, who are shipping one out to me (as our local store has no stock).

A very satisfying outcome all round. In fact, in the few times we've had to claim on our AA insurance, they've always been a pleasure to deal with.

I dunno, it seems to me that you had to argue the point to get the outcome that should have been offered in the first place. "...we’ll replace it with a brand new one, regardless of the age of the original" seems pretty unambiguous to me.

And if there is fine print in the policy saying they can, at their discretion, decide that particular items don't qualify then that is pretty misleading to call it an "old for new" policy.

It's great you got the outcome you did, but can you really say they "went above and beyond" when you had to "push back" just to get what your policy entitles you to?

dclegg

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#1742781 17-Mar-2017 14:35

Paul1977:

I dunno, it seems to me that you had to argue the point to get the outcome that should have been offered in the first place. "...we’ll replace it with a brand new one, regardless of the age of the original" seems pretty unambiguous to me.

And if there is fine print in the policy saying they can, at their discretion, decide that particular items don't qualify then that is pretty misleading to call it an "old for new" policy.

It's great you got the outcome you did, but can you really say they "went above and beyond" when you had to "push back" just to get what your policy entitles you to?

I nearly added the proviso "Above and beyond, based on what you expect from an insurer", but decided against it.

The thing is, their policy isn't as cut and dry when it comes to something with fast evolving tech. Thankfully for me I was able to argue that iMac tech hasn't really evolved much. Especially between my model and the current base iMac model. It would've been a different story if I had pitched for a Retina display model, I'm sure.

Behodar

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#1763774 13-Apr-2017 12:57

Thanks to Mighty Ape - dropped the price of a Prime Ape subscription (which I just renewed not long ago) and gave me a free extension to offset the difference. It actually looks like they've overcompensated but I'm not complaining about that :)

Edit: Got a followup email a short time later saying that it's been calculated incorrectly. Aww...

networkn

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#1960778 20-Feb-2018 10:17

Kiwibank told me today that they had miscalculated my payments for a vehicle, and as a result, I had short paid the loan by nearly 3K, but they were wiping the remainder of the balance!

timmmay

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#1960802 20-Feb-2018 10:51

I emailed Brother NZ about a problem with my printer on a Sunday. Their NZ based helpdesk replied the same day and arranged a technical to replace the faulty part the next day. That's great service given I'm a low volume home user!

networkn

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#2072705 13-Aug-2018 15:00

Contacted QuarterPast because at the Food Show I heard they had discontinued their Blueberry Tea, which I really liked.

They confirmed they had discontinued it and didn't have stock anywhere but asked me if she could send me, free of charge, their "schott blueberry and green tea" to sample.

Once I confirmed yes and sent my address, a free 1L Bottle turned up which I have been enjoying a lot.

Awesome customer service, appreciated.

networkn

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#2137318 30-Nov-2018 14:52

Oakley, who have replaced another pair of sunglasses that broke, no questions asked, without a receipt. Amazing. To top it off, they make awesome glasses too!

Friendly, professional and Prompt. All you could ask for.

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Trade NZ and US shares and funds with Sharesies (affiliate link).

msukiwi

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#2189262 1-Mar-2019 10:19

In Christchurch:

Just wanted to say that a referral from D Frost Refrigeration & Heatpumps to Barclay Electrical was well worth it.

http://www.barclayelectrical.co.nz/

Even got good looking LED downlights in my lounge now.

12/10 Prompt and great service.

I recommend them (After this morning's experience) too!

Great job guys.

Coil

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#2189265 1-Mar-2019 10:26

Flaming Onion TakeAway Northcote.

The burgers received were far better than i ever thought they would be. Absolutely amazing! Better than burger fuel and better than Shake Out!
Just give it a go if you are on the North Shore. Absolutely amazing.

networkn

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#2194049 8-Mar-2019 22:03

After a few years of great service, my Sennheiser RS175 ear cushions snapped off for some reason. No problem, I can order more, they will have stock.

Called Sennheiser NZ and the very friendly woman checks and says they usually have dozens and dozens but nope, unfortunately, none and none till end of March.

Did a quick check around after checking they had RS175's in stock, and found Computer Lounge had the best price by miles.

As I use these every single day, I really wanted to be sorted within a day or two and definitely by the weekend. Called CL and they said the didn't have stock but would check with the supplier and said they would be willing ship direct to save time and get them the following day. I did ask if sub60 was an option but they estimated $50 which was too much.

Ordered and paid, and to my massive surprise, Sennheiser sub60'd them to me no extra charge! I had them same day and was able to use them that night. Very happy with that and one reason I have a house load of Sennheiser Headphones.

networkn

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#2215947 12-Apr-2019 18:58

Microsoft are running a sale where expired gamepass members can subscribe for $1 for 3 months. I haven't expired, but I did cancel my autorenew. Tried to take advantage of the offer, but it wouldn't let me. Jumped into chat. Guy explained that as a member still under coverage I wasn't eligible but spoke to his manager on my behalf and got approved to give it to me any way.

Nice work Microsoft.

michaelmurfy

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#2220763 18-Apr-2019 17:38

I have a problem with my MacBook Air (2018) thanks to Apple still sticking with those darn butterfly keyswitches. Basically, keys repeating and not responding. Anyway - this isn't about Apple at all. Apple are dicks, we don't talk about Apple.

I've got a dbrand skin on my MacBook and knew that once I send my MacBook away I'll lose at-least the bottom skin. I thought "why not" and contacted dbrand just asking for a discount code I can use (being a cheapskate) to purchase a new skin to apply when my MacBook came back:

Hi to my glorious robot overlords,

I recently purchased a Dbrand MacBook Air (2018) skin. It is glorious but now have the dreaded butterfly key issue meaning some keys repeat and drive me nuts. I know if I send my MacBook away they're going to rip off my lovely skin. I know this isn't your fault, it is Apples for designing such a crappy keyboard. Is there a chance I could get maybe a discount code to ease some of the pain of re-purchasing a new skin for when I get my MacBook back from repair likely without its skin? It does mean also giving you more money and I hear you like money even if the money is tainted by an Apple problem.

Cheers,
Michael

This was their response to that email:

Hey Human!

Thanks for reaching out, and we're sorry to hear about your laptop. We'd be happy to send you some replacements for just the cost of shipping. If that works for you, use this link (omitted) to send $5 USD and email us back once the payment is made.

Signed,
A Robot

So, sent them $5 and a quick thankyou and got this glorious gem back:

Hey Michael!

Thanks for getting back to us. We'll ship your replacement with our next batch. Let's hope the humans over at Apple don't screw it up again. No further action is required on your end. Simply expect a shipping confirmation email with further details as soon as your order leaves our warehouse. Let us know if there's anything else we can help with and have a great day!

Signed,
A Robot

Got my new skin (a total replacement of my order) today less than a week later. Honestly, can't fault the service here. So, thankyou dbrand (and Robot 095 - yes, they refer to themselves as robots) for going above and beyond!

Michael Murphy | https://murfy.nz
Referral Links: Quic Broadband (use R122101E7CV7Q for free setup)

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Behodar

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#2247865 29-May-2019 17:18

I popped into Briscoes after work to get a thing or two. Alas, no sale on today.

When I got to the checkout, without any prompting from me, the cashier said "we don't have a sale on today, but bring your receipt back on the weekend and we'll refund the difference".

This might be common knowledge but I thought it was a nice touch to effectively teach the customer how to game the system.

dt

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#2247871 29-May-2019 17:33

Was at "The Grounds" restaurant/bar on Henderson valley road a few months ago, car park was packed so I let the family out to get a table and pulled over to the side (wasn't blocking traffic) waiting for someone to leave..

saw a staff member walking over to my car and I thought to myself "argh, he's going to tell me I cant wait here and have to move"

He came up to my window and goes

staff: waiting for a car park?

me: ah yeah sorry do you need me to move?

staff: nah all good, here, I'll open up the gate and you can park in the staff car park, just make sure you close it up again when you leave

What a legend.

Technofreak

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#2248020 29-May-2019 20:32

networkn:

Kiwibank told me today that they had miscalculated my payments for a vehicle, and as a result, I had short paid the loan by nearly 3K, but they were wiping the remainder of the balance!

Just saw this today.

That is great unbelievable service, unlike UDC who stuffed up the payment schedule on our car. The direct debit was cancelled before the last payment was made on the initial loan which meant we didn't pay the last payment of about $900. Since we had refinanced the balance we never noticed as direct debits continued to be made.

Three years later they came demanding payment or they'd repossess the car. Wipe the balance? Not on your nellie.

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