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84 posts

Master Geek


Topic # 83572 18-May-2011 21:13
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I will post this purely to pass on my horrendous experiences i am currently having with a certain well known shop that
is also offering Apple at some of their outlets. They are a large chain in NZ with stores all across the country. For now i
won't name them but the description should help.The once sold lots of electronics components and kitsets but that
has all ceased.

Last October i purchased an iPad basic 16GB (WiFi only). Cutting to the chase, it has since the onset of cold mornings,
started an increasingly intermittent screen fail effect where the green or red pixels become 100% bright and it's next to
impossible to use the unit until it's warmed up with the hands or held against one's chest!

I contacted the outlet over 3weeks ago and was immediately told to call MagnumMac. They did not really want to help
because they hadn't sold the item themselves but they did put me through to an Apple Service Centre. Within minutes I
was given a Service Returns Number that is data-based and apparently recognized internationally.

I could simply get another iPad 1.... anywhere from an Apple outlet in the world.

But the model has all been sold and is superseded. Back to my original seller and no help either. I offered to buy the iPad 2
top model and i would pay the difference but NO as there is no stock. This is the problem of being an "On Seller". Once all
their stock goes that's it. They carry no contingency for warranty! I continue to receive phone calls promising nothing,
asking for the 100th time my original sales docket details or if i ave one and that it not 'their' fault but Apples!

Interestingly i could buy ONLINE a new iPad2 from Apple NZ and wait 1~2 weeks maybe a bit longer, the same period
i have been messed around in and have something by now. Instead I have been told to just wait for another phone call...
whenever.

Now when such situations as this arise it would appear the CGA i.e. the Consumer Guarantee's Act that i am
well in my rights to ask for my money back as they cannot offer a way to put things right. Mention of those 3 letters has only caused massive outrage and derision from the retailer manager who is handling the 'situation'...
He has stated he will REFUSE TO REFUND ME.

Meantime i have a useless iPad having paid $833 back in October...

In all this all it has done is ensure i will never buy from their chain of stores ever again, nor my friends or family. If nothing is
resolved soon i will name them here in the hope that others aren't made to experience such bad customer service in this
country. I will certainly run something on my Facebook Acct...




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  Reply # 470782 18-May-2011 21:17
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You should name the store so at least people here perhaps with connections can help you out.

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  Reply # 470797 18-May-2011 21:31
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"The once sold lots of electronics components and kitsets but that
has all ceased."

This part gives it away... right?

 
 
 
 


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  Reply # 470800 18-May-2011 21:34
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Dunnersfella: "The once sold lots of electronics components and kitsets but that
has all ceased."

This part gives it away... right?


Ah ha, Dick Smith Electronics. Don't they have a Facebook page?  

I believe you will get a quick response posting on their wall. 

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  Reply # 470805 18-May-2011 21:47
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Your iPad has 12 months AppleCare warranty by default, as well as store warranty. Call AppleCare and log the problem with them, they will give you a reference number and give you directions on what to do next, or they will sort out a replacement themselves.

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  Reply # 470816 18-May-2011 22:08

Can you explain the fault a bit more? Is totally unusable and suffered a significant failure?  The retailer does have to help you out, and they can't send you to another party. I think they will probably supply you with a refurbished unit if it has failed. The refurbished ones have a totally new enclosure, so they look new.

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  Reply # 470843 18-May-2011 22:40
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Maybe you have already spoken to Apple and got a case number etc. They usually sort the issue out. I rang the international AppleCare number and was advised what to do for my faulty phone. 00 800 76667666
I've found tricky Dicky good for returns, but maybe apple products are hard for them

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Wannabe Geek


  Reply # 470849 18-May-2011 22:47
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The CGA states that the reseller must provide a refund, repair, or replace within a "reasonable amount of time". The manager is correct in saying he doesn't have to give a refund, but he must do something to put it right which he isn't doing. As it is under warranty he should be able to forward it to apple/apple care (or an authorised repairer) to get it fixed or replaced, and you shouldn't have to do anything more than bring it to the store.



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Master Geek


  Reply # 470909 19-May-2011 07:46
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gehenna: Your iPad has 12 months AppleCare warranty by default, as well as store warranty. Call AppleCare and log the problem with them, they will give you a reference number and give you directions on what to do next, or they will sort out a replacement themselves.


Already done, have the Number and the reference has been databased on the Apple System to indicate a replacement unit. I have been told this reference number is valid Internationally meaning it can be completed by any Apple Seller however i was also warned by the AppleCare Service Tech on the phone call that there is unlikely to be stock of such a model as the will very likely have all sold now and to negotiate with my original seller on an option agreeable between me and them...

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  Reply # 470910 19-May-2011 07:53
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It's under warranty. It shouldn't matter if it's sold out. If they can't replace it then they have to fix it.

I'd say it's Apple being a bad manufacturer there. Go after them, hard.







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Master Geek


  Reply # 470917 19-May-2011 08:01
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robbyp: Can you explain the fault a bit more? Is totally unusable and suffered a significant failure?  The retailer does have to help you out, and they can't send you to another party. I think they will probably supply you with a refurbished unit if it has failed. The refurbished ones have a totally new enclosure, so they look new.


The fault: Every morning or after the unit has been sitting a while and the alloy body is cold to the touch it will usually start up with a weird image of the homepage with all green pixels at 100% intensity. Sometimes it is the red, a couple of times it has been blue. As long as i warm the body by holding it against my chest or rubbing over the cool alloy case the fault ceases suddenly and everything is ok until the next time it gets cold.... If i leave it in a warm place the problem never shows.

Over summer it functioned perfectly. It is not until now with the cooler mornings the fault has shown up.





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Master Geek


  Reply # 470919 19-May-2011 08:13
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freitasm: It's under warranty. It shouldn't matter if it's sold out. If they can't replace it then they have to fix it.

I'd say it's Apple being a bad manufacturer there. Go after them, hard.



True, and this is what DSE are saying in that they are unable to obtain anything. I have even offered that i buy the top-end 64GB WiFi/3G iPad 2 and i am happy to pay the difference whatever that will be but with zero stock even that can't happen.

What truly erks me is if DSE had come clean and said that are unable to supply me with anything and that the fact they have the Returns Number plus proof of purchase from them for my faulty unit then surely to keep me a customer into the future simply reimburse me as it says can be done in the CGA and i could go and purchase the new iPad directly OnLine through the Apple NZ webpage facility. Of course there is a delay for that delivery but it will be less than the time i have been left with a faulty unit waiting....

It's about the horrendous performance from DSE as a retailer that has me stunned. As a customer it should not be my fault that they cannot do what they are supposed under Consumer Law that they are in short supply of product by their wholesaler. After all Apple have stated that will exchange the faulty goods so surely this also covers DSE as the retailer.

Madness

Ham

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Ultimate Geek
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  Reply # 470926 19-May-2011 08:20
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How cold is cold? They are only meant to operate between 0-35 deg C. If it's within that range I would hassle DSE hard!

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Ultimate Geek
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  Reply # 470942 19-May-2011 08:48
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MorrisTheCat: I will post this purely to pass on my horrendous experiences i am currently having with a certain well known shop that
is also offering Apple at some of their outlets. They are a large chain in NZ with stores all across the country. For now i
won't name them but the description should help.The once sold lots of electronics components and kitsets but that
has all ceased.

Last October i purchased an iPad basic 16GB (WiFi only). Cutting to the chase, it has since the onset of cold mornings,
started an increasingly intermittent screen fail effect where the green or red pixels become 100% bright and it's next to
impossible to use the unit until it's warmed up with the hands or held against one's chest!

I contacted the outlet over 3weeks ago and was immediately told to call MagnumMac. They did not really want to help
because they hadn't sold the item themselves but they did put me through to an Apple Service Centre. Within minutes I
was given a Service Returns Number that is data-based and apparently recognized internationally.

I could simply get another iPad 1.... anywhere from an Apple outlet in the world.

But the model has all been sold and is superseded. Back to my original seller and no help either. I offered to buy the iPad 2
top model and i would pay the difference but NO as there is no stock. This is the problem of being an "On Seller". Once all
their stock goes that's it. They carry no contingency for warranty! I continue to receive phone calls promising nothing,
asking for the 100th time my original sales docket details or if i ave one and that it not 'their' fault but Apples!

Interestingly i could buy ONLINE a new iPad2 from Apple NZ and wait 1~2 weeks maybe a bit longer, the same period
i have been messed around in and have something by now. Instead I have been told to just wait for another phone call...
whenever.

Now when such situations as this arise it would appear the CGA i.e. the Consumer Guarantee's Act that i am
well in my rights to ask for my money back as they cannot offer a way to put things right. Mention of those 3 letters has only caused massive outrage and derision from the retailer manager who is handling the 'situation'...
He has stated he will REFUSE TO REFUND ME.

Meantime i have a useless iPad having paid $833 back in October...

In all this all it has done is ensure i will never buy from their chain of stores ever again, nor my friends or family. If nothing is
resolved soon i will name them here in the hope that others aren't made to experience such bad customer service in this
country. I will certainly run something on my Facebook Acct...





I think you're missing something out - Just call apple again and say you want it fixed.

They will get you to drop it off at a service center and will repair it---or give a new one. 

At least, this is how they fixed my ipod (i received a new one after a couple of days, I don't know if they fix them locally). 


 

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  Reply # 470961 19-May-2011 09:59
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if the manager has accepted your offer on the iPad2 (i.e. to pay the difference) then he has complied with the CGA as far as I can see.

Yes it is out of stock but they do not have to provide an immediate replacement under CGA, just within a reasonable amount of time. so the question is then: Is 2 weeks a reasonable amount of time?

For something you need - like a washing machine or a car I would say it isn't, but for what is essentially a toy? 2 weeks is probably ok.

Having said that you probably woudl win in a small claims court if it go that far since the courts nearly always side with the consumer unless he is being incredibly unreasonable

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  Reply # 470974 19-May-2011 10:23
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Where are you? Have you try taking it in to the nearest YooBee store for AppleCare warranty?




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