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59 posts

Master Geek

#77221 12-Feb-2011 11:45
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This is really quite a complex situation so I'll try my best to summarise it (I've just completed what I think is my 28th call to Apple to try and resolve!).

-Apple agreed to cover 50% of the cost of my damaged iPhone 4 told me to send it to Renaissance for assessment. I did this. Received the report from Renaissance, called Apple back and was advised that I should never have sent it to Renaissance and it needed to go to Mobilefone Repair. After about 5 calls trying to sort this out I was advised to pay the $70 charge to Renaissance to get the phone back, and send it to MFR. They said the priority was to get the phone replaced and we would discuss reimbursement once the phone had been reassessed.

-Sent phone to MFR and they advised they would replace it at $494.50. Called Apple again (about a further 5 times before I got someone who knew what they were doing, and had 4 consecutive CSRs not call me back when they said they would) and they advised me that due to the hassle they would cover the entire cost of the replacement.

-I paid $494.50 to MFR and received my new phone the following day. Called Apple and began the reimbursement process. They advised they would discuss this direct with MFR who would then credit the full amount back to my credit card. This was in the second week of January.

-I went on holiday for a while, arrived back earlier this week and noticed that no credit has been applied on my credit card. I called Apple to speak to my case manager who advised me that he's sent MFR all the details they needed and they should have applied the credit to my card already. He tries to get in touch with them, at which point I discover they've gone into receivership. I tell the CSR this and he promises to go and talk to his managers about what the best way to reimburse me is.

-I receive a call (not, as promised, on Thursday) this morning (Saturday) and Apple advise me that due to MFR being in receivership they can no longer reimburse me. I'm offered accessories from the Apple Store to the value of $494.50.

Problem being, I don't want accessories to the value of $494.50. I want the $494.50 I was promised over a month ago. And on top of that the $70 I had to pay to Renaissance because Apple told me to send the phone there in the first instance. They claim that they can't reimburse the consumer, they can only cover a replacement by a service provider.

As far as I'm concerned my issue is not one with MFR as I have paid them $494.50 and they have supplied me a new phone - transaction complete. It is now Apple that owes me the reimbursement, and I don't believe MFR being in receivership should stop them from paying me that.

This has turned into such a nightmare - every time I call Apple I have to wait on hold for around 10 minutes while the CSR goes through all my case notes. They're very sympathetic but that's not getting me anywhere. I've been very fair, reasonable, have never so much as raised my voice even after spending what is probably a total of 10 or so hours on calls to them. I just want my money back, the money they told me I was entitled to, and I want to make sure that when I next speak to them I've got all my facts straight about what is required of them under New Zealand law.

So here is where I appeal for advice! I'm not sure what I can do or say to them, and I know nothing about what I'm legally entitled to, but I'm hoping someone out there does. I hope I've made this clear enough, happy to try and clarify anything that may need it. Smile


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  #438559 12-Feb-2011 13:27
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It sounds like it might be time to use the Disputes Tribunal. Did you get anything in writing when they originally offered to fund, or partly fund, the replacement?


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59 posts

Master Geek

  #439695 15-Feb-2011 11:28
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Nothing, unfortunately. All correspondence has been over the phone. But they are very good at keeping notes/recordings of the calls.

I've sent them a pretty clear email outlining my concerns and what exactly I expect from them - so I guess I just sit here and wait some more! Sigh.

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  #439696 15-Feb-2011 11:30
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Ask to speak with someone in Apple's Customer Relations. They will quickly sort it out for you.


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  #439702 15-Feb-2011 11:39
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Also request a hard copy of all the notes/calls they have regarding your issue.

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59 posts

Master Geek

  #439712 15-Feb-2011 11:52
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Yep it's Customer Relations I've been dealing with. I did actually get  escalated to some senior team member a few calls ago but still remains unresolved. And thanks - good idea re. getting copies of their notes.

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