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1163 posts

Uber Geek


  Reply # 471681 20-May-2011 17:51

MorrisTheCat:

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.


Yes, but I think that you are best not to make any suggestions at this stage, as it only complicates things, and not until they have sent it away. Once they have told you for a fact that they are going to have problems sourcing a replacement, then you can give them a number of options, or they will probably give you a number of options. But if they can't source a replacement in a timely manner, their solution could just be a refund, and then you can use that to buy that new ipad 2. But you do need them to take it from you to be repaired as that is the only way you will get anywhere.

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  Reply # 471751 20-May-2011 21:29
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The first thread was lengthy and detailed which is good. It mentions, replacement iPad1, or upgrade to iPad2, it mentions CGA requiring the issue to be put right, it mentions refund. It does not mention sending for repair or replacement with a refurb. The latter two points will be the first port of call for a warranty issue.

I just keep thinking that you want an instant resolvement which is a refund (to pirchase an iPad2) or an iPad2 upgrade. The warrantyholder can chosoe how to put things right, and a repair is the first option obviously. Why no mention in the initial post?

 
 
 
 


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Ultimate Geek
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  Reply # 471889 21-May-2011 12:55
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I've had things returned/repaired with DSE before.

Generally DSE will fill in a claim for warranty, give you a receipt, take the item and call you when they have a solution.

The solution is either a repair, replacement or refund.

They often take a few weeks but they do get it sorted. Don't go back to Apple, you bought the item from DSE and under the CGA it is DSE's responsibility to get it sorted.

If DSE tell you they can't source a replacement iPad 1, then they have to repair your one in a reasonable timeframe. If they can't repair it, they have to offer you a refund.

Give them your unit and tell them to have it repaired. If they decline, then you are entitled to a refund.

Do not accept any crap stories about this being Apple's problem or Apple's fault. It has nothing to do with Apple. DSE sold you the product, they are the ones who have to deal with the returns. While the unit may get sent to Apple, that has nothing to do with you. If DSE ask you to call someone other than DSE (whether Yoobee or Apple), politely refuse and tell them that they are the ones who need to organise the repair.

I believe a lot of retailers know the CGA well and blame the manufacturer in order to trick the consumer and divert attention away from the retailer's responsibility to manage the repair process. Consider that if Apple was bankrupt, DSE STILL HAVE TO REPLACE, REPAIR OR REFUND your ipad. They can't just say "sorry, Apple was bankrupt. Not our fault". CGA is quite clear.


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  Reply # 471893 21-May-2011 13:48
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caldazar: I've had things returned/repaired with DSE before.

Generally DSE will fill in a claim for warranty, give you a receipt, take the item and call you when they have a solution.

The solution is either a repair, replacement or refund.

They often take a few weeks but they do get it sorted. Don't go back to Apple, you bought the item from DSE and under the CGA it is DSE's responsibility to get it sorted.

If DSE tell you they can't source a replacement iPad 1, then they have to repair your one in a reasonable timeframe. If they can't repair it, they have to offer you a refund.

Give them your unit and tell them to have it repaired. If they decline, then you are entitled to a refund.

Do not accept any crap stories about this being Apple's problem or Apple's fault. It has nothing to do with Apple. DSE sold you the product, they are the ones who have to deal with the returns. While the unit may get sent to Apple, that has nothing to do with you. If DSE ask you to call someone other than DSE (whether Yoobee or Apple), politely refuse and tell them that they are the ones who need to organise the repair.

I believe a lot of retailers know the CGA well and blame the manufacturer in order to trick the consumer and divert attention away from the retailer's responsibility to manage the repair process. Consider that if Apple was bankrupt, DSE STILL HAVE TO REPLACE, REPAIR OR REFUND your ipad. They can't just say "sorry, Apple was bankrupt. Not our fault". CGA is quite clear.




This.

Pack it up, take it to the DSE, get them to acknowledge the receipt of your product ( a copy of their warranty paperwork) and wait.

Give them a call in a week, then another week, then another then start talking about refund after 4 weeks or so (I believe that is a reasonable amount of time to expect a repair to be completed).

Under the CGA, they have to help you.   


If only you had left it with them 2 weeks ago, you would be 2 weeks closer to a resolution...           



84 posts

Master Geek


  Reply # 471943 21-May-2011 16:43
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trig42:


This.

Pack it up, take it to the DSE, get them to acknowledge the receipt of your product ( a copy of their warranty paperwork) and wait.

Give them a call in a week, then another week, then another then start talking about refund after 4 weeks or so (I believe that is a reasonable amount of time to expect a repair to be completed).

Under the CGA, they have to help you.   


If only you had left it with them 2 weeks ago, you would be 2 weeks closer to a resolution...           


The last sentence says it ALL. I could be persuaded to think that this Retailer has purposefully miss informed me when it came to having my iPad serviced. Why would any Retailer say "oh you have to deal with MagnumMac, we don't fix things"....?

Over the years i have had Under Warranty issues on all kinds of gear and items and never have i been redirected to some other company directly for the item to be repaired.

In short DSE have truly made an error here. I think that the feedback from the posts in this Forum also indicates that.

My next move will be to simply 'ask' (virtually demand) just what they offer other than the me paying more for the next model (because that isn't working) and if it is not good enough i will be Escalating it (even though i have been informed by the Manager i must not dare to do so) to as high a level as i need to go to find a resolution.

Here i am, Saturday Afternoon and i have my $830 expenditure that is 7months into it's 12months Warranty just sitting in it's original shipping box over 3weeks since i 1st began chasing up on having something done about the fault.... Poor, very poor...

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  Reply # 471961 21-May-2011 17:52
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MorrisTheCat

Why it is generally accepted that DSE has fallen short, you have talked to Apple and got a case number? Have they given an option to send in for repair?

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Ultimate Geek
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  Reply # 471982 21-May-2011 18:31
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give dse a break here.

Apple say they will take care of all warranty issues so who cares if you deal with dse or apple?

In fact, it is better to cut out the middleman anyway, you'll get faster service.

Ultimately DSE will be responsible though if apple don't come through.

This whole story, I see as being a non-story.

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  Reply # 471992 21-May-2011 19:39
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wreck90 I think the issue is he wants a free upgrade from a used iPad1 to a new iPad2. He seems to avoid the repair option.

I'm assuming/guessing that this iPad2 thing is what may have balked the standard warranty resolvement issue with DSE.



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Master Geek


  Reply # 472002 21-May-2011 20:30
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tdgeek: MorrisTheCat

Why it is generally accepted that DSE has fallen short, you have talked to Apple and got a case number? Have they given an option to send in for repair?


Simply on the grounds as the RETAILER the minute i contacted them about the problem they palmed me off to MagnumMac and made no attempt to offer repairs or anything else. They simply just BUCK PASSED the problem. I should have smelt a rat because when i contacted MagnumMac (YooBee) by phone moments latter they were quite confused over things and i had to wait while the operator found out what to do. That's when i was put through to Apple Support....

If you should read the other posts, yes i have a RETURNS SERVICE NUMBER from Apple and was told to use that with my original Retailer for an exchange machine..... (but be aware the supply of my iPad model would be an issus and to negotiate)....

DSE have never given me the option to send it in for them to repair it....



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Master Geek


  Reply # 472005 21-May-2011 20:41
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wreck90: give dse a break here.

Apple say they will take care of all warranty issues so who cares if you deal with dse or apple?

In fact, it is better to cut out the middleman anyway, you'll get faster service.

Ultimately DSE will be responsible though if apple don't come through.

This whole story, I see as being a non-story.


Oh and you would find 3 weeks with NOTHING done or RESOLVED acceptable? DSE are the RETAILER and they are legally where the buck stops when it comes to the warranty repair on anything they sell or has that bit of Law in Commerce changed in New Zealand.

What middleman are you talking about? All i see is the RETAILER and they have been really bad on the Service side with this whole thing. I suppose you would say next that anything you buy from DSE that goes faulty then it's up to the Consumer/buyer to deal directly with the Manufacturer and give poor old DSE a break.

Guess what .... I DON'T THINK SO.



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Master Geek


  Reply # 472006 21-May-2011 21:03
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tdgeek: wreck90 I think the issue is he wants a free upgrade from a used iPad1 to a new iPad2. He seems to avoid the repair option.

I'm assuming/guessing that this iPad2 thing is what may have balked the standard warranty resolvement issue with DSE.


Wow you guys need to read the previous posts and cease making things up and stop guessing or ASSuming things....!!! Free upgrade eh? The darn thing is UNDER WARRANTY so you work it out.... There is no FREE here at all.

I was told in my 1st phoned contact with Apple Support and was issued the Exchange Number that it would be unlikely i would find a supply of 16GB WiFi  model (only iPad 2 units) that any Apple Retailer would be able to exchange on using the Number. The suggestion was to deal with my original Retailer and make some kind of negotiation with them.

When i then contacted the DSE outlet it was soon obvious they could not obtain an iPad 1 so i negotiated i would pay the difference for an iPad 2 and this was amenable but the manager needed to check with Head Office....  Things have gone cold now except with weekly phone calls that have not resolved anything let alone the offer that my faulty iPad can be repaired.... (which i have since found is an option here).... apparently.

Once again i say it, the Retailer has been really lax here. OK it might be because they can't get stock so why does that say i have to suffer? They should simply REFUND and that would solve the problem. The CGA  says this can occur.

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  Reply # 472007 21-May-2011 21:05
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[yes i have a RETURNS SERVICE NUMBER from Apple and was told to use that with my original Retailer for an exchange machine]

I find it difficult to believe they made no mention of a repair or to have the iPad sent to an authorised Apple Repairer. (Or did they) However, if it is suitable for exchange,(i.e. too long to repair) they will exchange for a refurbished model of the same spec. Which is where your faulty one will eventually end up, repaired, refurbised and in stock for warranty use. A refurb for you may come from NZ, or shipped out from Australia.

Apple will look after you as per the above, particularly if the retailer is not helping much. Bear in mind also that Apple devices have low retailer margins, so how that affects what arrangemnets they have I do not know.

Lastly, you want this issue resolved right? Do you want to wait weeks and weeks with no action as DSE cannot or do not act, or do you want it repaired sooner than later? You can vote with your wallet in the future and bad feedback, but do you want your iPad1 back and working or do you want to be stubborn? Yes I see your points, but if this goes on and on if you dig your toes in you cannot argue "its been 8 weeks" in a few weels time.

FWIW I had a Freeview Decoder that played up. I rung Noel Leeming, they said to take it and the receipt to Tisco, I did, they did the warranty work to repair it, done. Nice and easy. On that occasion NL did the warranty resolvement. It matters not that I had to take the device to the service agent. Call Apple, ask where the nearest one is, take it there with purchase receipt, Returns Service Number and let them sort it. Done.



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  Reply # 472008 21-May-2011 21:11
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[Once again i say it, the Retailer has been really lax here. OK it might be because they can't get stock so why does that say i have to suffer? They should simply REFUND and that would solve the problem. The CGA says this can occur. ]

WRONG

Lax yes.

You dont have to suffer, follow what CGA says, you are eligible for a repair, replacement or refund all of which is the call of the manufacturer. In the case of DSE they will pass on that call to you from the manufacturer. Why they are not being helpful is a mystery, I really have to wonder what else is going on between you and DSE. DSE have nothing to lose, just a bit of time which they would recover by way of customer service. If there was a repair Apple cover that, if there was a refurb replacement Apple cover that.



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  Reply # 472045 22-May-2011 00:03
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[There is no FREE here at all.]

You want a free upgrade to an iPad2 as you mention over and over.

[I was told in my 1st phoned contact with Apple Support and was issued the Exchange Number that it would be unlikely i would find a supply of 16GB WiFi model]

So, there was never a mention by Apple of a repair? Not even an assessment to assess a repair or replacement? Very odd indeed.

]They should simply REFUND and that would solve the problem. The CGA says this can occur.
]

Incorrect. Repair or replace or refund, in that order, manufacturer's call.

Free upgrade or refund to buy your free upgrade, the option repair never mentioned by you, until now. In reality, that is the first option by reseller/manufacturer. But from the last post, a repair is now an option, so that will resolve the issue.

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Uber Geek


  Reply # 472047 22-May-2011 00:34

tdgeek: [There is no FREE here at all.]

You want a free upgrade to an iPad2 as you mention over and over.

[I was told in my 1st phoned contact with Apple Support and was issued the Exchange Number that it would be unlikely i would find a supply of 16GB WiFi model]

So, there was never a mention by Apple of a repair? Not even an assessment to assess a repair or replacement? Very odd indeed.

]They should simply REFUND and that would solve the problem. The CGA says this can occur.
]

Incorrect. Repair or replace or refund, in that order, manufacturer's call.


Free upgrade or refund to buy your free upgrade, the option repair never mentioned by you, until now. In reality, that is the first option by reseller/manufacturer. But from the last post, a repair is now an option, so that will resolve the issue.


Not sure if you are entirely correct.

I believe under the CGA, if the problem cannot be fixed, or cannot be put right within a reasonable time, or is substantial, you can:

Reject the product and choose a replacement of the same type or similar value or a full refund of your purchase price;

or Claim compensation for any drop in the value of the product or service.

Cancel the service contract, pay for any satisfactory work already done, and get someone else to finish the repairs;

or Have it repaired elsewhere and recover the costs from the retailer, if they refuse to fix a faulty product, or fail to do so in a reasonable time.

That information is directly from the consumer website

 

 

 

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