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1163 posts

Uber Geek


  Reply # 471151 19-May-2011 15:16

MorrisTheCat:
chiefie: I remember that YooBee said they're service agent for Apple warranty, so why not contact YooBee with your Apple Service Reference number and check with them to see what can it be done? Simple as... just call YooBee up.


Already have done so (by phone) to their central 0800 number  which is the only one they have. They cannot help me and have advised that 1.) they do not have any 16GB WiFi units as this case is databased as an exchange situation with my Apple Service Reference 2.) they suggest it better i deal with my original retailer.

Hmmmm



 

They would need to get one in for you. I havn't found apples aftersales support in NZ to be very good. In my case apples support told me that they had arranged for me to take the defective item (remote earbuds) into a magnum mac service centre and they would swap it outright. (I did buy them from the magnum mac store) However when I took it in, they told me that that apple support was incorrect, and they would need to send it away, and I would need to make a special trip back to collect the new ones, as they didn't have stock, despite being told differently by apples own support. Therefore I would get the retailer to sort it, as their are obliged to.



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Master Geek


  Reply # 471197 19-May-2011 16:32
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red pixels at 100% fault.

 
 
 
 




84 posts

Master Geek


  Reply # 471199 19-May-2011 16:33
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The above image is a still frame from a video of the problem. In this case the fault appeared as red. Usually it's the green pixels...

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  Reply # 471246 19-May-2011 18:37
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MorrisTheCat:
chiefie: I remember that YooBee said they're service agent for Apple warranty, so why not contact YooBee with your Apple Service Reference number and check with them to see what can it be done? Simple as... just call YooBee up.


Already have done so (by phone) to their central 0800 number  which is the only one they have. They cannot help me and have advised that 1.) they do not have any 16GB WiFi units as this case is databased as an exchange situation with my Apple Service Reference 2.) they suggest it better i deal with my original retailer.

Hmmmm

Still.... wouldn't you be best to follow the process and return the unit, through any recognised channel. Only then can you get on their case about any delays in issuing a replacement.

Whether they have any to issue or not  isn't really your problem. It's theirs.

And I suspect they won't deal with it till your unit is in their hands and you're legitimately (and maybe legally) hassling them to meet their warranty obligations and perhaps the terms of the CGA.



84 posts

Master Geek


  Reply # 471297 19-May-2011 20:49
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oxnsox:
MorrisTheCat:
chiefie: I remember that YooBee said they're service agent for Apple warranty, so why not contact YooBee with your Apple Service Reference number and check with them to see what can it be done? Simple as... just call YooBee up.


Already have done so (by phone) to their central 0800 number  which is the only one they have. They cannot help me and have advised that 1.) they do not have any 16GB WiFi units as this case is databased as an exchange situation with my Apple Service Reference 2.) they suggest it better i deal with my original retailer.

Hmmmm

Still.... wouldn't you be best to follow the process and return the unit, through any recognised channel. Only then can you get on their case about any delays in issuing a replacement.

Whether they have any to issue or not  isn't really your problem. It's theirs.

And I suspect they won't deal with it till your unit is in their hands and you're legitimately (and maybe legally) hassling them to meet their warranty obligations and perhaps the terms of the CGA.



What process? I have been following what DSE have told me to do right from the start of my 1st contacting them about the problem over 2 weeks ago.

Is there some process other than what they have informed me of that i am supposed to know about? Surely they would have told me.

They have not asked for my faulty unit and i do not know why. I have talked at length with YooBee (MagnumMac) (as DSE said i needed to). Again i contacted YooBee discussed my situation this time with a Senior Support Manager and the advice has been to deal with my original Retailer, they are not really able to help is what i have been told. YooBee have not once said they could service my faulty unit or what i need to do about putting it right.

It has been my offer to purchase the newer iPad 2, in the deluded belief if there are no iPad 1 units then lets move up a model as it's often said. I would be of course negotiating some kind of value for the in-warranty portion of my faulty iPad 1 and i pay the balance as an option to circumvent the fact that there are no warranty exchange iPad 1s like my model.  This won't work as there are no stock of iPad 2 at the DSE ReSeller however hey have said they are happy to do something like this....

I get the feeling here that DSE are more interested in making a guaranteed future sale (eventually) .... than sorting my current problem and i cannot see how any of what i have done is in anyway incorrect and that i am "legitimately (and maybe legally) hassling them to meet their warranty obligations and perhaps the terms of the CGA" as you say....

Meantime my iPad sits inside it's original packing box with all accessories, Restored, ready for return/exchange... whatever and unable to be used...


1163 posts

Uber Geek


  Reply # 471302 19-May-2011 20:58

MorrisTheCat:

Meantime my iPad sits inside it's original packing box with all accessories, Restored, ready for return/exchange... whatever and unable to be used...




 

Aren't magnum mac the service agents in NZ, so they shouldn't really be telling you to go back to the retailer, if apple support have told you to take it into them. It shouldn't be a complex process. I don't think you are giving us the full story as to what you are asking magnum mac to do. Are you telling magnum mac that you want to pay the difference to upgrade to the new version and you don't want it repairing/swapping for a refurb or something? As the apple service agents, they should be taking your ipad to send away back to apple, and it will very likely just be replaced with either a refurbed unit or a new model one (unlikely in my opinion), unless they can't replace it quickly.

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  Reply # 471349 19-May-2011 22:11
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I might be missing something here, so please feel free to correct me.

Scanning through this thread:

- Its understandable that there are no iPad1's in stock.

- Its understandable that there are no iPad2's in stock.

- It doesnt seem to me that no-one is disinterested in resolving the issue, they cannot give you an iPad1 or 2 right now.

- You seem to be keen as to get an upgrade to the iPad2.

- It seems to me that if there were iPad1's in stock you would probably have it already?

- What can Apple do, by fix it? Yes it would need to be sent to a repair outlet, can they do that, is that an option, or are you trying to get an iPad2 now instead?

Sure, its Apple's issue if there is none in stock, but given that one is been superceded, and the other has been sold out, its not like they are trying to avoid their responsibility. To me, its a case of you accepting that it needs to be sent to a repair outlet, may be a week or two, but thats how things work.

Now, Im not siding on Apples or DSE's side, dont get me wrong, but everyone needs to do their bit, including the consumer. You cant have a faulty item and demand it is replaced now, or get me a better one now or refund if you cannot do it now. Have it sent to be repaired.

1163 posts

Uber Geek


  Reply # 471381 19-May-2011 23:17

tdgeek:a case of you accepting that it needs to be sent to a repair outlet, may be a week or two, but thats how things work. 


Now, Im not siding on Apples or DSE's side, dont get me wrong, but everyone needs to do their bit, including the consumer. You cant have a faulty item and demand it is replaced now, or get me a better one now or refund if you cannot do it now. Have it sent to be repaired.


 

They should still have refurbs to supply, as they have their battery replacement scheme, which is essentially a straight switch old for new.


But if they don't the OP can demand that is is fixed or replaced within a 'reasonable' period of time, otherwise they are entitled to a refund. Up to a few weeks would be reasonable. The defect does look quite substantial, as the screen shouldn't do that. 

The problem with not going through the retailer is going to be, if the service agent isn't able to repair or replace withina certain period, then it is going to be more difficult to get the retailer to refund you. If I was in this situation I would probably do it all though the retailar so you are only dealing with the one entity.

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  Reply # 471424 20-May-2011 08:12
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[But if they don't the OP can demand that is is fixed or replaced within a 'reasonable' period of time, otherwise they are entitled to a refund. Up to a few weeks would be reasonable. The defect does look quite substantial, as the screen shouldn't do that. }

I agree. A few weeks to have it sent away and repaired or replaced with a refurb.

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  Reply # 471475 20-May-2011 10:41
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MorrisTheCat:
What process? I have been following what DSE have told me to do right from the start of my 1st contacting them about the problem over 2 weeks ago.

Is there some process other than what they have informed me of that i am supposed to know about? Surely they would have told me.

They have not asked for my faulty unit and i do not know why.

Sorry, I missed that they hadn't actually asked for the faulty unit to be returned yet.
(You'd think that would be part of the process as soon as they issued your ticket number.)

65 posts

Master Geek


  Reply # 471478 20-May-2011 10:53
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How hard is this? You have a clearly defective product. It is both within warranty, and of course covered by the CGA.

You bought the ipad from DSE, therefore you went to them first. Not unreasonably they have pointed you in the direction of Apple's Service process. They should either replace the iPad, fix it, or refund your money. Which one will depend on a range of factors such as availability, delays etc.

If a replacement or repair isn't possible within a reasonable timescale (say, a month) I'd be asking for my money back. It is absolutely irrrelevant what Apple's policy is, or what various service representatives say to you. You just need to make it clear to them you want your money back and escalate it until that happens.

Forget the upgrade to the iPad 2 - that's confusing the issue, and if you're going on about that is probably the reason why you're not getting anywhere. You have no automatic right to pay the extra and upgrade, so going on about that is distracting everyone from the fundamental right you do have - getting you money back for a dodgy product.

Ham

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Ultimate Geek
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  Reply # 471481 20-May-2011 11:02
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talisker: How hard is this? You have a clearly defective product. It is both within warranty, and of course covered by the CGA.

You bought the ipad from DSE, therefore you went to them first. Not unreasonably they have pointed you in the direction of Apple's Service process. They should either replace the iPad, fix it, or refund your money. Which one will depend on a range of factors such as availability, delays etc.

If a replacement or repair isn't possible within a reasonable timescale (say, a month) I'd be asking for my money back. It is absolutely irrrelevant what Apple's policy is, or what various service representatives say to you. You just need to make it clear to them you want your money back and escalate it until that happens.

Forget the upgrade to the iPad 2 - that's confusing the issue, and if you're going on about that is probably the reason why you're not getting anywhere. You have no automatic right to pay the extra and upgrade, so going on about that is distracting everyone from the fundamental right you do have - getting you money back for a dodgy product.


+1!

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  Reply # 471548 20-May-2011 13:03
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Ham:
talisker: How hard is this? You have a clearly defective product. It is both within warranty, and of course covered by the CGA.

You bought the ipad from DSE, therefore you went to them first. Not unreasonably they have pointed you in the direction of Apple's Service process. They should either replace the iPad, fix it, or refund your money. Which one will depend on a range of factors such as availability, delays etc.

If a replacement or repair isn't possible within a reasonable timescale (say, a month) I'd be asking for my money back. It is absolutely irrrelevant what Apple's policy is, or what various service representatives say to you. You just need to make it clear to them you want your money back and escalate it until that happens.

Forget the upgrade to the iPad 2 - that's confusing the issue, and if you're going on about that is probably the reason why you're not getting anywhere. You have no automatic right to pay the extra and upgrade, so going on about that is distracting everyone from the fundamental right you do have - getting you money back for a dodgy product.


+1!


+2.
Just take photos of the fault, enclose photocopies of your receipt and any warranty info/ service request stuff you already have and give it to DSE. They will have to send it away to be repaired or deal with apple to have it replaced like for like. If that cant be an ipad 1, you may get lucky and get the base ipad 2 with similar specs.
Trying to get an upgrade out of this sounds like you are now having buyers remorse. DSE have a 7 day right of return for that, but to try it now seems a bit on the nose. 




Try Vultr using this link and get us both some credit:

 

http://www.vultr.com/?ref=7033587-3B


1163 posts

Uber Geek


  Reply # 471560 20-May-2011 13:20

paulmilbank:
+2.
Just take photos of the fault, enclose photocopies of your receipt and any warranty info/ service request stuff you already have and give it to DSE. They will have to send it away to be repaired or deal with apple to have it replaced like for like. If that cant be an ipad 1, you may get lucky and get the base ipad 2 with similar specs.
Trying to get an upgrade out of this sounds like you are now having buyers remorse. DSE have a 7 day right of return for that, but to try it now seems a bit on the nose. 


+3

I think the whole requesting an upgrade is where the problem could be,as the service agent is not in a position to do this, only the retailer, which is possibily why they are referring it back to the retailer. The service agent wouldn't want to get involved with that. 



84 posts

Master Geek


  Reply # 471658 20-May-2011 16:38
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robbyp:
paulmilbank:
+2.
Just take photos of the fault, enclose photocopies of your receipt and any warranty info/ service request stuff you already have and give it to DSE. They will have to send it away to be repaired or deal with apple to have it replaced like for like. If that cant be an ipad 1, you may get lucky and get the base ipad 2 with similar specs.
Trying to get an upgrade out of this sounds like you are now having buyers remorse. DSE have a 7 day right of return for that, but to try it now seems a bit on the nose. 


+3

I think the whole requesting an upgrade is where the problem could be,as the service agent is not in a position to do this, only the retailer, which is possibily why they are referring it back to the retailer. The service agent wouldn't want to get involved with that


Ahhh, yes but it has never ever been a request but always a SUGGESTION with the ORIGINAL RETAILER totally on my part. I offered this in negotiation because i was WARNED in the 1st ever phone contact with Apple Phone Support (when i was supplied the Apple Service Returns Number for exchange) that the chance of a 16GB WiFi only (the base model) being available was very unlikely. This has been amenable with the retailer but of course they have been unable to obtain any kind of iPad so far...

While i have explained to the Service Agents (YooBee) what i have been negotiating with the Retailer as an option to resolve things there has been no "oh you cannot do that". They have said that obtaining a top spec iPad as stock when a business is a Re-Seller (quickly) is likely to be a problem though and that i would have a better chance simply buying outright Online and waiting 1~2 weeks for delivery.

It's interesting that the Service Agent representatives i've had phonecalls with have never offered any suggestions of ways to resolve things.

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