iPhone 6s two years old motherboard faulty. Still covered?

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lchiu7

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#237939 25-Jun-2018 18:18

A friend has
the above phone. It got stuck in a situation where it only shows the Apple logo on charge. She took it into a local mall transit place who charged $45 to diagnose the phone had a motherboard fault. She didn't continue. They noted the phone was in good condition.

I think two years is too short a period to have to pay for a new motherboard. The CGA should apply. We're in Wellington so should we be able to take the phone to OOBE who are the local Apple agents and ask for it to be repaired or do we need to contact Apple directly?

Thoughts? Thanks.

Staying in Wellington. Check out my AirBnB in the Wellington CBD. https://www.airbnb.co.nz/h/wellycbd PM me and mention GZ to get a 15% discount and no AirBnB charges.

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#2043727 25-Jun-2018 18:40

CGA for sure

John

RunningMan

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#2043730 25-Jun-2018 18:52

Depends where it was bought, but if in NZ and assuming not user damage, it should be covered. Probably as easy as anything to just call Apple directly.

Could also try to recover it with iTunes if you haven't already.

antoniosk

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#2043754 25-Jun-2018 19:24

CGA definetly unless apple can demonstrate its water damage.

Dont even fiddle about, just get on with it. expect a 10 day turnaround

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lchiu7

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#2043759 25-Jun-2018 19:27

Phone definitely bought in New Zealand and no water damage so I'll call Apple tomorrow and get their advice. Thanks to all.

Staying in Wellington. Check out my AirBnB in the Wellington CBD. https://www.airbnb.co.nz/h/wellycbd PM me and mention GZ to get a 15% discount and no AirBnB charges.

RunningMan

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#2043760 25-Jun-2018 19:30

Call centre is probably working right now

Hashtagtruth

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#2043803 25-Jun-2018 21:21

My mother purchased a Samsung Galaxy S9 + from Noel Leeming on Sunday and they asked if she wanted to purchase the extended warranty I said no don’t do it your covered under CGA and the sales assistance said with CGA it will be a long slow process..... but @antoniosk says in his post to “expect a 10 day turnaround “

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antoniosk

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#2043809 25-Jun-2018 21:34

The reason I avoid NZ retailers as much as possible is that they are notorious for being utterly useless in supporting you - many deliberately make the process painful, despite their obligations under NZ law - which I don't have the patience for anymore. I have _always_ had good service from Apple direct - and with Apple kit you usually havent had to go via the retailer for direct support, which is a big reason why I chose the brand and accept the allegations of being a fanboy by the resident geekzone anything_but_apple_trolls (you know who you are).

ServicePlus (and OOBE) are Apple's service agents in NZ (and Samsung and Sony and Toshiba and so on).

Case in points my daughters iphone, purchased from Noel Leeming 19 months ago, suffered a failed battery. I lodged support on both the apple and serviceplus website and didnt bother with Noels, took it down there the next day. Chap ran diagnostics and looked up the sale in their system confirming what i had said - it lends weight to the conversation to confirm where you got it from and roughly when.

NZ consumer law is pretty good in this area, and if the device won't start then it's clearly not up to snuff and should be repaired or replaced by the manufacturer.

You need to appreciate the service agents *MUST* inspect the device for reasonable sign of water damage or abuse - drops, scratchs and so on. It's not a game to try and deny people, but if it looks like you abused the kit, your claim under CGA can be reasonably denied - it's a warranty against defect, not the owner being a fool - but assuming it's genuine, they won't deny and you're away.

I can't speak for the Samsung experience, but for Noel Leeming sales to imply a poorer experience for not purchasing extended warranty is definetly illegal.

As for the 10-day turnaround, that is based on conversations I have had with the ServicePlus folks in the past, who said motherboards are trickier because of the reassembly process required to ensure the touch sensor and other bits work correctly. The battery took 5 days simply because of volumes.

What you've described sounds like a legit fail, and I would strongly encourage you just approach the agents and explain whats happened.

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Antoniosk

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#2043829 25-Jun-2018 21:54

Hashtagtruth: I said no don’t do it your covered under CGA and the sales assistance said with CGA it will be a long slow process.....but

You should of walked out of the store and purchased the handset from another retailer with that comment or asked to speak to a manager and advised them of the comment

John

Brumfondl

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#2043833 25-Jun-2018 22:06

Hashtagtruth: My mother purchased a Samsung Galaxy S9 + from Noel Leeming on Sunday and they asked if she wanted to purchase the extended warranty I said no don’t do it your covered under CGA and the sales assistance said with CGA it will be a long slow process..... but @antoniosk says in his post to “expect a 10 day turnaround “

10 day turnaround is likely nothing to do with the CGA and more likely how long it will take to either get the phone repaired or replaced if need be. As far as I know, authorised service providers do not keep stock of replacement devices on hand and so have to get it sent to them or to send the phone off to the repair centre.

Any idea how close to the two year mark the phone is?

mdf

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#2043921 26-Jun-2018 09:27

Linux:

Hashtagtruth: I said no don’t do it your covered under CGA and the sales assistance said with CGA it will be a long slow process.....but

You should of walked out of the store and purchased the handset from another retailer with that comment or asked to speak to a manager and advised them of the comment

John

Manufacturer and retailer compliance with the CGA is a source of constant frustration. Just in the last two months, two names featured in this thread have been warned or prosecuted:

Apple

Noel Leeming

We're constantly being told the CGA is one of the reasons we pay more to have nice things. We should at least get something out of it!

Hashtagtruth

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#2043924 26-Jun-2018 09:33

Linux:
Hashtagtruth: I said no don’t do it your covered under CGA and the sales assistance said with CGA it will be a long slow process.....but

You should of walked out of the store and purchased the handset from another retailer with that comment or asked to speak to a manager and advised them of the comment

John

It was too good of a deal to pass up with the free samsung galaxy tab A.

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lchiu7

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#2043971 26-Jun-2018 10:25

Hashtagtruth: My mother purchased a Samsung Galaxy S9 + from Noel Leeming on Sunday and they asked if she wanted to purchase the extended warranty I said no don’t do it your covered under CGA and the sales assistance said with CGA it will be a long slow process..... but @antoniosk says in his post to “expect a 10 day turnaround “

Can't call them since they need IMEI and my friend had no idea what it is and not sure she ever created an Apple account. So might have to take the phone into the Wellington agent.

Staying in Wellington. Check out my AirBnB in the Wellington CBD. https://www.airbnb.co.nz/h/wellycbd PM me and mention GZ to get a 15% discount and no AirBnB charges.

Brumfondl

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#2043994 26-Jun-2018 11:14

lchiu7:
Hashtagtruth: My mother purchased a Samsung Galaxy S9 + from Noel Leeming on Sunday and they asked if she wanted to purchase the extended warranty I said no don’t do it your covered under CGA and the sales assistance said with CGA it will be a long slow process..... but @antoniosk says in his post to “expect a 10 day turnaround “

Can't call them since they need IMEI and my friend had no idea what it is and not sure she ever created an Apple account. So might have to take the phone into the Wellington agent.

The IMEI should be on the SIM card tray...

lchiu7

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#2044003 26-Jun-2018 11:25

Yes I called OOBE and they said if the phone was no older than two years and there was no physical damage they could probably handle it. Have no idea what's going to happen if their system shows 25 months. They also mentioned the IMEI being on the Sim tray.

Will find out tomorrow I guess.

Staying in Wellington. Check out my AirBnB in the Wellington CBD. https://www.airbnb.co.nz/h/wellycbd PM me and mention GZ to get a 15% discount and no AirBnB charges.

lchiu7

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#2046440 30-Jun-2018 15:36

Took it into OOBE and they diagnosed the MB fault and said it would be replaced. But a check showed it was set to Find My iPhone or something like that and they could not send it in for replacement until that was turned off.

I checked with the owner and they had no idea how they turned it on.

Anyway after many attempts to reset the Apple ID (the owner never used iCloud or the Apple ID) we managed to logon to the account. But can't find a setting to turn off Find my Iphone unless it's the option to delete the phone from the account? Is that the one (have no idea since I am not a IOS user).

Thanks

Staying in Wellington. Check out my AirBnB in the Wellington CBD. https://www.airbnb.co.nz/h/wellycbd PM me and mention GZ to get a 15% discount and no AirBnB charges.

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