iPad, Consumer Guarantees Act and Yoobee

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leo0787sx

407 posts

Ultimate Geek

#192016 24-Feb-2016 11:09

Hello guys,

Just wondered if anyone has any experiences similar, I saw a topic but was about 3 years old.

I woke up one morning to find my iPad was no longer turning on, I tried all the steps on the Apple support - hold reset and power, connect to computer, let it run dead, charge for an hour etc but no luck. I've had it 2 and a half years.

I checked Apple website and it said 1 year warranty but that it could be covered under the Consumer Guarantees Act and to go to the seller, in my case Yoobee.

I called the Consumer Advice Bureau and explained the situation and they said the fact I bought it new for $1099, its in great condition, screen ins't cracked and its only 2 and a half years old they should look and see what the issue is and fix under the CGA if it is not my fault i.e. water damage. The example they used was if you spent $30 it should only last a year but spending $1000+ should last over 3 years.

I went to Yoobee and they said that it would cost to look at it and they only do 2 years Consumer Guarantees Act and to go to Apple.

What can I do next? Also the fact Yoobee said they only do 2 years Consumer Guarantees Act, isn't that determined by the government not Yoobee?

Thanks,

Scott

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3277 posts

Uber Geek

#1498383 24-Feb-2016 11:16

Yoobee are incorrect, there is no statutory time limit for the CGA. I think the term is 'reasonable use' and 'reasonable time', or something like that, which is open to interpretation. Is 2.5 years acceptable for a portable electronic device? I am on the fence on that one personally. The CGA also only covers personal use, if used for work you will be out of luck.

http://www.consumeraffairs.govt.nz/for-consumers/law/consumer-guarantees-act/got-a-problem-with-goods

Always be yourself, unless you can be Batman, then always be the Batman

sidefx

3442 posts

Uber Geek

Trusted

#1498385 24-Feb-2016 11:18

I'd probably go back to them and tell them that's not acceptable - they can't put a limit like that on the CGA (which just happens to be a bit less than the age of your device, what a surprise) - for the amount you paid I don't think 3 years is an unreasonable expectation. Tell them you would like them to reconsider and you are prepared to take it to the disputes tribunal if needed. If they won't budge lodge a claim with the disputes tribunal - often that seems to get you the result you want. Even if it doesn't I'd go through with a claim.

CYaBro

3282 posts

Uber Geek

Subscriber

#1498454 24-Feb-2016 13:03

If you want to PM me the serial number of your iPad I can look it up in Apple's system and see what they have as the estimated date of purchase.

Apple do automatically do 2 years for CGA but if you call and talk to them directly, and just explain what you have said in your first post, about the CGA and the device should last longer than 2.5 years, then they may just cover it for you.

nathan

5301 posts

Uber Geek

Trusted

Microsoft

#1498467 24-Feb-2016 13:34

assuming this wasn't bought for business purposes?

tell Yoobee you will take them to the disputes tribunal, where they will lose

leo0787sx

407 posts

Ultimate Geek

#1498472 24-Feb-2016 13:39

nathan:

assuming this wasn't bought for business purposes?

tell Yoobee you will take them to the disputes tribunal, where they will lose

Nope for personal, I still have the receipt, was purchased November 2013.

nathan

5301 posts

Uber Geek

Trusted

Microsoft

#1498476 24-Feb-2016 13:41

leo0787sx:

nathan:

assuming this wasn't bought for business purposes?

tell Yoobee you will take them to the disputes tribunal, where they will lose

Nope for personal, I still have the receipt, was purchased November 2013.

it sounds like they don't understand their obligations under the CGA act, or more likely they think that you don't understand your rights.

matabo

36 posts

Geek

#1498528 24-Feb-2016 14:29

Leo , I have used the CGA seven times ( 4 for me and 3 times for my parents ) on a range of products . The oldest 2 years 8 months .

In every claim , in the beginning , the retailors , have all denied that they have responsibilities under the CGA .

So you have to think it through and tell them not that you think they are responsible but that they are responsible for the guarantee under the CGA and then quote the act .

Reading what you have posted, yes , it is a claim under the CGA .

leo0787sx

407 posts

Ultimate Geek

#1498529 24-Feb-2016 14:31

I called Yoobee after the advice from you guys and it has been escalated to the regional Manager as apparently the normal staff can't authorise it.

Also with the awesome advice in a PM from CYaBro I am going to call Apple too.

Thank you guys, I'll keep you updated and I think this topic will be useful for others experiencing similar issues.

leo0787sx

407 posts

Ultimate Geek

#1501576 29-Feb-2016 15:53

It seems there is another twist to this. Looks like I'll have to go via Apple.

Hi Scott,

My colleague Zach has passed your details onto me as I understand you are having some issues with your iPad purchased from YOOBEE in 2013, from the details I have been provided it would appear that this iPad was purchased on 05/11/2013 and that it now seems to now power up and we need to get that sorted out for you! I could completely understand the frustration if I was in the same situation myself, the iPad has really become part of everyday life nowadays. I am unsure if Zach has explained or if you are aware of the change of company ownership since your device had been purchased. Your device purchased on 05/11/2013 as per the supplied details was sold by YOOBEE Limited.
YOOBEE Limited was placed into liquidation in 2014. The stores are now operated by Logical Systems Limited who acquired the assets, fixtures and fittings of the YOOBEE Retail Business following liquidation.

I have included the liquidators contact information below for you to ensure that you can process your tribunal application correctly.

Corporate Finance Ltd
Level 12, AMP Centre
29 Customs Street-West
PO Box 532 Auckland 1140
ph: +64 9 358 1230

Under the Consumers Guarantee Act in situations like this you can also ask the manufacturer/importer to provide a resolution. In your case this would be Apple's New Zealand sales branch, their details are listed below:

Apple Sales New Zealand
Level 15 - PwC Tower
188 Quay Street
Auckland 1010
0800 692 7753

Please let me know if I can help further.

Kind Regards,

Bryce Beattie Christchurch Manager

clicknz

418 posts

Ultimate Geek

Trusted

#1505231 2-Mar-2016 21:23

Hi - I hope things work out OK... but just a suggestion that you may, or may not have tried: could it be that the battery is completely dead & that it's not getting charged through the cable? Maybe a faulty cable, charger unit, or perhaps dirt or object stuck in charge port (particularly if it's the 30 pin connector)... I've been able to resurrect a couple of iPhones by a careful cleaning out of the charge ports - they seem completely dead/won't turn on, but only due to not receiving any charge. Good luck.

Cheers,
Mike

Photographer/Videographer clickmedia.nz

mattwnz

16172 posts

Uber Geek

#1505234 2-Mar-2016 21:32

When I made a claim with Apple store directly for a device that developed bright spots on the LCD (known defect) after 2 years, they too said that the NZ CGA warranty is only 2 years. So they must have it written down somewhere in their flowchart when someone tries to make a CGA claims. But they can't set a time limit on the CGA coverage, as there is no set time limit, as it is based on a range of factors. I said that they can't specify a time limit like that, and they quickly resolved it for me, but many people who are less assertive may just take their word for it.

khull

1245 posts

Uber Geek

#1505326 3-Mar-2016 08:27

It should be black and white:

http://www.apple.com/nz/legal/statutory-warranty/

Call Apple and state you are claiming under "New Zealand consumer law"

leo0787sx

407 posts

Ultimate Geek

#1505341 3-Mar-2016 09:02

Just updating, I did go via Apple and explained everything, they were very helpful and said they will repair. Yoobee are going to do it as they are in Christchurch but to the expense of Apple. Dropping it offer this week so hopefully all goes well.

leo0787sx

407 posts

Ultimate Geek

#1506028 4-Mar-2016 15:15

Went to Apple, got a CS code through declaring CGA and then took it to Yoobee, got a new iPad shipped from Sydney within 2 days. Thumbs up to Apple.

matabo

36 posts

Geek

#1506351 5-Mar-2016 07:36

leo0787sx:

Went to Apple, got a CS code through declaring CGA and then took it to Yoobee, got a new iPad shipped from Sydney within 2 days. Thumbs up to Apple.

Good one ....all's well that ends well .

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