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Topic # 66405 18-Aug-2010 15:23
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Thought i would write about my experiences in the last week with Apple & Vodafone NZ

Generally i love the iPhone and have had every model since the original 2G but my experience in the last week has left me scratching my head and really pissed off.

I purchased an iPhone 4 from Vodafone on contract only to find that when i got home and went to use the camera a day later it did not work. The shutter would not open and the buttons were grayed out. 

I power cycled the phone a few times and still no luck so i reinstalled the latest OS. No dice.

I rang Apple Support who went through a few tests with me before confirming that this was indeed a faulty phone. They told me they would set up a repair request for the phone and i would need to send it to Auckland to be repaired. 

So lets get this straight a brand new iPhone 4, little over a day old with an obvious manufacturing defect and they want me to send it off and wait for it to be repaired. WTF? No thanks.

I rang the Vodafone store and luckily they said they would swap it.

Four days later im loving my new iPhone 4 when i go to make a call and i cant hear anything. Theres no sound. 

I take it back to Vodafone and this time they tell me they can't replace it. They will need to send it away to be repaired. Im pretty dark about it and on this note i decide to surrender the iPhone and cancel my contract. Had it been a few months i would have happily gone through the repair process but this is a brand new phone with an obvious factory fault and ive wasted so much time already.

I leave the phone with them and am told i have to ring 777 to cancel the contract.

Back at home i phone Vodafone on 777 and ask to cancel my contract. The guy there pulls out the "no dont go" card and tells me he will ring the Vodafone store and sort it out. He phones me shortly after and tells me that although he couldnt get hold of the store, go back to the store and get them to phone him and that he has left notes on the file and it will all be sorted out.

Back at the store Vodafone staff try and get hold of this guy in egypt. They cant. They phone Vodafone HQ who re-confirm that i am unable to swap the faulty phone and my only option is to wait for it to be sent away and repaired, or to cancel my contract.

I canceled the contract.

So what did i learn from this experience?

If you buy a brand new iPhone from Vodafone NZ or Apple NZ and it is faulty then you can't swap it. You must send it away for repair.








PS/ Not that it should make any difference but i had signed up for the $250 a month plan which was $6000 over two years. I was later told today that Vodafone policy was not to swap the phones and i was lucky the first time it was swapped. It will be interesting to see if Vodafone try to invoice me for this crappy experience. 

Also i phoned apple sales NZ and they said that their policy should i buy one outright from the apple store is the same - send it away for repair.

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Ultimate Geek
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  Reply # 369373 18-Aug-2010 15:31
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I am beginning to see more and more how telco companies view there customers. That is absolute crap, for the money you paid for it, it just sucks.

Obviously customer loyalty means nothing.

RAGE.

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  Reply # 369378 18-Aug-2010 15:34
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sideshow:
If you buy a brand new iPhone from Vodafone NZ or Apple NZ and it is faulty then you can't swap it. You must send it away for repair.


Also i phoned apple sales NZ and they said that their policy should i buy one outright from the apple store is the same - send it away for repair.


It's not a new policy. My wife's 3GS' battery died after about a month; wouldn't charge. That had to go away for a fortnight for repairs as well.




iPad Air + iPhone SE + 2degrees 4tw!

These comments are my own and do not represent the opinions of 2degrees.


 
 
 
 


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Ultimate Geek
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  Reply # 369394 18-Aug-2010 16:00
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A fortnight? I was going through withdrawal for a week after selling my 3GS a week before the 4 launch...

I need to acquire a spare for the cupboard.



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Geek


  Reply # 369395 18-Aug-2010 16:03
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SaltyNZ:
sideshow:
If you buy a brand new iPhone from Vodafone NZ or Apple NZ and it is faulty then you can't swap it. You must send it away for repair.


Also i phoned apple sales NZ and they said that their policy should i buy one outright from the apple store is the same - send it away for repair.


It's not a new policy. My wife's 3GS' battery died after about a month; wouldn't charge. That had to go away for a fortnight for repairs as well.


I guess the real question is: how long is a suitable period of time to expect to swap an item that is faulty or not working as advertised. 7 Days, 14 Days, ...... Even if it had been a whole month i would have been concerned but a week is just absolutely not acceptable.

These faults i have pointed out are surfacing around the world and look to be the result of trying to manufacture the phones too fast due too supply issues.

This wouldnt necessarily be a problem if Vodafone & Apple had a system in place to ensure these faulty phones could be swapped out for good ones.....Unfortunately they dont, and without such a policy there is reasonably high potential (compared to usual) that buyers will get a faulty phone and Apples manufacturing problem will become their own. 

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  Reply # 369396 18-Aug-2010 16:05
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sideshow:

If you buy a brand new iPhone from Vodafone NZ or Apple NZ and it is faulty then you can't swap it. You must send it away for repair.

Also i phoned apple sales NZ and they said that their policy should i buy one outright from the apple store is the same - send it away for repair.


It may be worth noting, you are 'technically' not sending it away for repair. You are sending it away, so they can test and verify the fault, and check for physical/non warranty damage.

Once that is done, they will issue a replacement unit. Not your repaired unit, but a refurbished unit. So if you hd yours engraved by Apple when you bought it, then it will come back as a generic plain unit.

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Ultimate Geek
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  Reply # 369404 18-Aug-2010 16:09
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As soon as you said the guy in Egypt wanted you to get the store to ring HIM I knew it was
going to end badly... If you finally get someone on the phone in any customer service role and you're making progress, don't let that call end until you get full resolution or a definitive way of getting them back again.

Either way, I don't see this as VF's fault necessarily, rather a policy that Apple have.

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  Reply # 369405 18-Aug-2010 16:10
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rscole86:
sideshow:

If you buy a brand new iPhone from Vodafone NZ or Apple NZ and it is faulty then you can't swap it. You must send it away for repair.

Also i phoned apple sales NZ and they said that their policy should i buy one outright from the apple store is the same - send it away for repair.


It may be worth noting, you are 'technically' not sending it away for repair. You are sending it away, so they can test and verify the fault, and check for physical/non warranty damage.

Once that is done, they will issue a replacement unit. Not your repaired unit, but a refurbished unit. So if you hd yours engraved by Apple when you bought it, then it will come back as a generic plain unit.


You can't engrave iPhones :D

But yes, if it is found faulty and covered under the warranty, apple will replace the phone. Being such a new device you maybe lucky enough to score yourself a brand new replacement rather than a refurb.


Edit: Being under 7 days old, you will almost certin have your device replaced with a new one as it comes under apples DOA policy.

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  Reply # 369411 18-Aug-2010 16:23
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Given that supply is at such a low, I'm not sure what you expected VF or Apple to do. They offered to repair it for you. Do you think they should have stock lying around out back so they do a swap whenever there is something wrong with your phone? Then you'd have people making another thread blaming VF and Apple for how long their phone is going take to arrive.

Anyway bad luck getting 2 duds in a row. I'd be frustrated as well.



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  Reply # 369416 18-Aug-2010 16:36
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miguelwrang: Given that supply is at such a low, I'm not sure what you expected VF or Apple to do. They offered to repair it for you. Do you think they should have stock lying around out back so they do a swap whenever there is something wrong with your phone? Then you'd have people making another thread blaming VF and Apple for how long their phone is going take to arrive.

Anyway bad luck getting 2 duds in a row. I'd be frustrated as well.


Sorry didnt make it clear above that stock hasnt been a problem in hamilton. They had them in stock and had more out the back but it wasnt their policy to swap.

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  Reply # 369438 18-Aug-2010 17:23
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I would have thought a week-old unit would be a DOA - instant replacement after a brief check and maybe basic fault check...

Pretty bad policy on Apple's part, IMO.




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Ultimate Geek
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  Reply # 369558 18-Aug-2010 21:26
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Considering how may electronic devices I have seen liquid or physical damaged without any outward signs and in short periods of time, I am not suprised at all that such a policy exists, nor do I disagree with it. Vodafone / Apple / etc are businesses, they have to ensure their interests and wallet are looked after as well as yours. If they swapped the device out / sent it away and apple found liquid or physical damage, they have just lost $1200.

In your situation, while I would be frustrated, I would accept it being sent away, however i would expect a loan phone would be reasonable.

It is an electronic device, sometimes they fail. Unfortunate, but I don't see anything unreasonable really.



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  Reply # 369568 18-Aug-2010 21:44
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joff_nz: Considering how may electronic devices I have seen liquid or physical damaged without any outward signs and in short periods of time, I am not suprised at all that such a policy exists, nor do I disagree with it. Vodafone / Apple / etc are businesses, they have to ensure their interests and wallet are looked after as well as yours. If they swapped the device out / sent it away and apple found liquid or physical damage, they have just lost $1200.

In your situation, while I would be frustrated, I would accept it being sent away, however i would expect a loan phone would be reasonable.

It is an electronic device, sometimes they fail. Unfortunate, but I don't see anything unreasonable really.


Fair call, but this policy only seems to exist because apple doesnt have a presence here. In the states i believe it would have been swapped out at a genius bar or replaced under their DOA policy ...Remember these are two problems very specific to the iphone 4 manufacturing (The vodafone staff & apple staff have seen reports of exactly the same problems. Also see http://forums.macrumors.com/showthread.php?t=951731 and other threads on google). I agree that there is definately the chance of damaged phones coming back, but within 7 days ? ... much less than the chance of totally pissing off a customer that was willing to pay $6000 over the course of two years. 



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Geek


  Reply # 369600 18-Aug-2010 23:02
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Here is a good link for those buying an iphone4. I know it may seem a little anal to check all this but there are obviously faults with the manufacturing process and this could save someone a few hours if you can check it first at vodafone before you leave the store.

http://www.tuaw.com/2010/08/13/hardware-test-your-iphone-4/

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  Reply # 369626 19-Aug-2010 00:41
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The most amusing part about this whole thing, is the 'repair' process is to do a straight swap of the iPhone with another one, there are no actual physical repairs done in NZ.

Check the other forums for the 2 week delays in the new repair company Vodafone appointed for iPhones, the old company used to swap your phone out for a new one while you waited...

More people talking about Apple Quality control problems and numerous product faults here...

http://www.techulous.com/news/the-new-2010-imacs-and-poor-quality-control.html




Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.

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  Reply # 372929 26-Aug-2010 04:01
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What you're experiencing isn't just limited to Apple. I bought a Nokia which was doa. Vodafone would replace it straight away, but I had to go home to fetch the packaging. The replacement died shortly thereafter, but because it was after 14 days, it had to be sent away for repair. Ironically, both phones were replacing another, more. expensive Nokia which had died 9 days out of warranty.

That's when I decided to kick Nokia to touch and bought an Apple 3G. Until the ios 4 upgrade it has served me well, but not it runs slow as f#^?. So I'm undecided about whether to buy a v4....

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