iphone warranty repair service in NZ

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#317879 13-Apr-2010 15:41

celesteg: I didn't add all the details, because it would have bored people stupid, but yes, I contacted magnummac first. They said that in NZ, the iphone is considered a vodafone product, rather than an apple product when it comes to repairs or service. (i.e. this is different from apple computers, which are serviced by apple, not some secondary company).

It's a stupid system, and as far as I am concerned, if apple wants to sell their product here in NZ, the they should provide the same after-sales service as in any other country. I didn't get the impression we pay less here, to somehow make up for this shoddy service...

Just to clarify, Apple computers in New Zealand are not serviced by Apple themselves, but by an AASP (Apple Authorized Service Provider) which is indeed a secondary company. (MagnumMac/Renaissance, Ubertec, Service Plus etc)
IAAACMT (I Am An Apple Certified Macintosh Technician).
We don't have access to order replacement iPhones through the normal Apple service system. AFAIK _no_ AASP in NZ can order replacement iPhones under warranty.

(Don't get me wrong, I think the current system is very weak, and frequently leads to poor customer service and delays)

Cheers,
Joseph.

Aaroona

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#317889 13-Apr-2010 16:03

jofizz:
We don't have access to order replacement iPhones through the normal Apple service system. AFAIK _no_ AASP in NZ can order replacement iPhones under warranty.

So how does it work then? and where do they get these iPhones that they replace the faulty ones with?

josephhinvest

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#318775 15-Apr-2010 13:12

So how does it work then? and where do they get these iPhones that they replace the faulty ones with?

Yes this is a good question. I don't know for sure, I think Vodafone was appointed as a limited capacity AASP, just to handle iPhones.

Aaroona

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#319059 15-Apr-2010 21:25

jofizz:

So how does it work then? and where do they get these iPhones that they replace the faulty ones with?

Yes this is a good question. I don't know for sure, I think Vodafone was appointed as a limited capacity AASP, just to handle iPhones.

Ahh okay. Maybe that's another one for Paul when he decides to check the thread ;)

celesteg

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#319082 15-Apr-2010 22:09

Well, just to give some feedback: I finally received my replacement phone - exactly 3 weeks after I handed it in to mobilefoneRepair, who previously replaced it in 24 hours (when they didn't have to use Bright point). It is now working fine, hopefully for good (OK, I'm not THAT idealistic, but much longer than the warranty at least would be nice...)

I wrote feedback to all the companies involved: apple, magnummac, vodafone, mobilefoneRepair and Bright point. I received great replies from vodafone and magnummac, who assured me that their service policy has changed (I would like to believe them, off course). Magnummac customers can now take their broken iphones directly to Magnummac, who will then (unfortunately) ship it to Bright point. So the face to face service should improve, but I am not optimistic about the 3 week turnaround.

I have not heard a word from either apple or the company which provided the worst possible service, Bright point. I guess New Zealand is just a tiny speck of dust in the 'apple' universe. As for Bright point, I just hope their entire business plan is not built on 'Customer Service'...

Aaroona

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#319759 17-Apr-2010 20:46

Come on Paul! Don't make us hunt you down! O_O :P

freitasm

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#319771 17-Apr-2010 21:14

Aaroona: Come on Paul! Don't make us hunt you down! O_O :P

Paul is on leave,

Equinox IT

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Aaroona

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#319772 17-Apr-2010 21:15

freitasm:
Aaroona: Come on Paul! Don't make us hunt you down! O_O :P

Paul is on leave,

Ahh that would explain it. Cheers.

JayADee

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#319956 18-Apr-2010 17:18

Hrm. After giving it much thought and reading many reviews and saving my pennies I decided what with the OS update and the rumour of upcoming new iPhone in June plus my love for my iPod touch to go with iPhone as soon as the new model comes out.

Reading this is disheartening. Now I want to know WHO I should buy it from (outright sale, no plan) so that if something goes wrong I can get a swap/fix in the least time possible.

So I'm rabidly following this thread and awaiting Paul's reply since Vodafone was on my list as is direct from Apple. Vodafone being my number one choice because Apple (for iPods at least, I've gone through the process three times now) usually involves at least three phone calls and couriering to Tauranga...be nice if I could just deal with Vodafone if I can be assured of prompt, knowledgeable service from a local.

Aaroona

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#319957 18-Apr-2010 17:20

JayADee: Hrm. After giving it much thought and reading many reviews and saving my pennies I decided what with the OS update and the rumour of upcoming new iPhone in June plus my love for my iPod touch to go with iPhone as soon as the new model comes out.

Reading this is disheartening. Now I want to know WHO I should buy it from (outright sale, no plan) so that if something goes wrong I can get a swap/fix in the least time possible.

So I'm rabidly following this thread and awaiting Paul's reply since Vodafone was on my list as is direct from Apple. Vodafone being my number one choice because Apple (for iPods at least, I've gone through the process three times now) usually involves at least three phone calls and couriering to Tauranga...be nice if I could just deal with Vodafone if I can be assured of prompt, knowledgeable service from a local.

I would personally go with Vodafone.

unfortunately, it looks like they are the easiest channel :( everyone else makes it hard.

boby55

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#319961 18-Apr-2010 17:23

JayADee:

Reading this is disheartening. Now I want to know WHO I should buy it from (outright sale, no plan) so that if something goes wrong I can get a swap/fix in the least time possible.

Buying it outright, Get it from Apple.co.nz $50 cheaper and gets the same warrenty.

You can either send it to Mobilefone repair (MFR) directly your self or take it into a vodafone store and they will send it away for you.

I sent it away from First Mobile here in Napier and they rung me when a replacment arrived for me to pick up.

I was told to take it to a vodafone store from Mobile fone repair.

Aaroona

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#319962 18-Apr-2010 17:25

Yeah but when was this. Because apparantly mfr won't touch them now.

boby55

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#319965 18-Apr-2010 17:31

Aaroona: Yeah but when was this. Because apparantly mfr won't touch them now.

January. Unless they change from now?

Aaroona

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#319967 18-Apr-2010 17:32

boby55:
Aaroona: Yeah but when was this. Because apparantly mfr won't touch them now.

January. Unless they change from now?

yeah they've changed. I had mine replaced not too long ago (probably like a month(ish) ago)

and I went to get it replaced again and they said that I have to go through my service provider (or the company I purchased it from) and get them to send it ot brightpoint, because MFR isn't dealing with it anymore.

boby55

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#319971 18-Apr-2010 17:38

Aaroona:
boby55:
Aaroona: Yeah but when was this. Because apparantly mfr won't touch them now.

January. Unless they change from now?

yeah they've changed. I had mine replaced not too long ago (probably like a month(ish) ago)

and I went to get it replaced again and they said that I have to go through my service provider (or the company I purchased it from) and get them to send it ot brightpoint, because MFR isn't dealing with it anymore.

Oh. Here hope my iphone doesn't fault again, as I don't want to send it to Apple (Australia?) where the apple.co.nz Stuff comes from.

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