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  Reply # 1742778 17-Mar-2017 14:32
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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?


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  Reply # 1742781 17-Mar-2017 14:35
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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.



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  Reply # 1763774 13-Apr-2017 12:57
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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...




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  Reply # 1960778 20-Feb-2018 10:17
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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!


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  Reply # 1960802 20-Feb-2018 10:51
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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!





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  Reply # 2072705 13-Aug-2018 15:00
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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.

 

 


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