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# 249031 21-Apr-2019 12:33
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back in february my ipad air suddenly died.

 

white screen of death with black apple logo etc.

 

attempts were made to revive it through the usual hard reboot etc. to no avail.

 

repair shop diagnosed as main board failure, unrepairable.

 

back to retailer harvey norman for cga remedy as the ipad was only two years old.

 

 

 

this is where the fun starts...

 

hn service rep had trouble understanding what cga means.

 

keep repeating they will send to their repairer (service plus), but at my cost.

 

service company replies contact apple for cga.

 

done, get a personal case manager.

 

communication then becomes fractured with them saying they couldn't contact me through details provided.

 

strange as there's no problem with my phones, email.

 

weeks go by.

 

finally get a positive reply that apple will cover repairs under cga, yah !

 

more weeks of no communication, then a text from harvey norman saying the ipad is ready to pick up, unrepaired !

 

??????

 

after more weeks of leaving phone messages, emails, the service person handling my case appears to have disappeared off the face of the earth, leaving a voicemail message with empty promises to call back within 24 hours.

 

 

 

absolutely the worse customer service i have ever received.

 

 

 

 

 

 

 

 


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  # 2221717 21-Apr-2019 13:17
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Who was the first repair shop you took it to?

 
 
 
 


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  # 2221722 21-Apr-2019 13:28
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AFAIK Harvey Norman, as the retailer, is wholly responsible for the remedy under the CGA. You shouldn’t have to deal with Apple unless you took out an additional warranty package (ie Apple Care) with them.
Maybe you need to add Harvey Norman to the thread title?




Areas of Geek interest: Home Theatre, HTPC, Android Tablets & Phones, iProducts.

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  # 2221725 21-Apr-2019 13:32
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So at no time have you contacted Apple, but it's somehow their fault?

 

Yes, it seems you have had poor service, but it's not from Apple, it's Harvey Norman.


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  # 2221728 21-Apr-2019 14:09
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I’ve only had to deal with Apple twice for issues I’ve had. And both times were a completely different experience.

Issue one was maybe 4 years ago. Ordered an iPad from the Apple store and paid for gift wrap and a card as it was a present. I think it cost $7. They forgot to do it so I ring Apple and they refunded the money and gave me a free $120 leather folio case.
I couldn’t believe it. Super impressed.

Second time was earlier in the year. Had a faulty charging cable that was only a couple of months old. The amount of hoop jumping I had to do was crazy. phone calls, visit to an authorized service provider for testing, emailing pictures. All for a $20 cable. Finally managed to get a replacement. I was super angry.


I guess Timmy wants to keep Apple as a trillion dollar company and this is certainly one way to do it.



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  # 2221732 21-Apr-2019 14:24
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read again peeps.

 

as per cga i went to harvey first

 

then contacted apple

 

both were useless

 

:)

 

 

 

 


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  # 2221734 21-Apr-2019 14:26
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Shouldn’t have involved HN. With Apple their service is such that you go direct.

 
 
 
 


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  # 2221744 21-Apr-2019 14:42
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Never had problems with Apple, my MacBook Pro (2013 model) is going back to service place for a second screen replacement due to the anti reflective coating coming off, it is all being done free of charge.

My iPad Pro developed a digitiser fault and after contacting Apple had it sent in and a refurbished model sent out as well. Never dealt with the store I bought them from as Apple do have great service and seemed to have a better clue about the CGA than Harvey Norman or Noel Leemings.

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  # 2221746 21-Apr-2019 14:53
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ilovemusic:

 

read again peeps.

 

as per cga i went to harvey first

 

then contacted apple

 

 

You should have persisted with HN. Their salesperson was misinformed. It's illegal to mislead you on your CGA rights. Go back to them. Escalate.





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  # 2221750 21-Apr-2019 15:14
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I had to take them to disputes tribunal to get an original iPad that was faulty fixed under warranty, outside of the 1 year warranty

Nowadays apparently they understand their responsibilities under the consumer guarantees act

No NZ retailer involved

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  # 2221763 21-Apr-2019 15:54
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As they have agreed to repair, you shouldn't have any issues in finally getting it resolved. But how old is it, because the Air and Air 2 is about 4-5 years old. I had an ipad fault after about 3 years, where it developed bright patches under the screen, and Apple covered it under the CGA. It was purchased via apple directly.  But the replacement which is likely a refurbed one, also developed the same fault after about a year of use, by which time it was 4 years old and had already replaced it with a new model, as the old one had not gotten too slow. 




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  # 2221800 21-Apr-2019 18:51
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thanks for the conflicting advice  😄

 

mattnz, the unit was bought in jan 2017.


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  # 2221828 21-Apr-2019 19:41
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I have personally had brilliant service from Apple.  Very efficient and highly impressed with the care and attention I received on both occasions.  I agree that HN technically are responsible, but have found more recently, particularly with the big brands, it's easier to go through the manufacturers service desks.  Going back to the retailer adds a 3rd person into the chain and slows things right down, miscommunication etc. 

 

   





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



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  # 2221851 21-Apr-2019 20:44
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@ilovemusic, you wrote "finally get a positive reply that apple will cover repairs under cga, yah !" - was this from Apple or through Harvey Norman?

 

scuwp:

 

I have personally had brilliant service from Apple.  Very efficient and highly impressed with the care and attention I received on both occasions.  I agree that HN technically are responsible, but have found more recently, particularly with the big brands, it's easier to go through the manufacturers service desks.  Going back to the retailer adds a 3rd person into the chain and slows things right down, miscommunication etc. 

 

 

It looks like the OP had this kind of problems with Apple, even directly...





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  # 2221938 22-Apr-2019 00:27
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Call AppleCare again with your case number. it is entirely possible that the person that you were dealing with has left and the case has for whatever reason not been picked up by someone else. if you give AppleCare a call with your case number should be able to get to the bottom of what is going on.






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