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  Reply # 472050 22-May-2011 01:17
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Dont follow your points robbyp, as I said "Repair or replace or refund"

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  Reply # 472053 22-May-2011 02:28
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tdgeek: [There is no FREE here at all.]

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



are you being a troll? OP never ask for FREE upgrade. he OFFERED DSE to pay the differences between ipad1 and ipad2 if DSE could not replace his ipad1. if you have no time to read OP posts, ready my summary down here:-

1. OP called DSE and DSE told him to call YOBEE

2. YOBEE redirected him to APPLE

3. APPLE gave OP the RETURN number - OP was instructed by apple support to go back to DSE to get new unit with that number, and in case if there is no ipad1, OP was told to negotiate a reasonable outcome with DSE.

4. DSE said they have no stock for ipad1

5. OP OFFERED DSE to pay the difference between ipad1 and ipad2

6. they said, they need to call the head office to check... (this has been 2 weeks now)

7. OP also went to YOBEE but they did not have ipad1 and asked OP to deal with DSE (fair enough for YOBEE to say that)

8. so far, neither APPLE nor DSE asked him to return the faulty unit for repair

9. OP has not been offered for REFUND
 





 
 
 
 


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  Reply # 472057 22-May-2011 03:29
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nakedmolerat:
tdgeek: [There is no FREE here at all.]

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



are you being a troll? OP never ask for FREE upgrade. he OFFERED DSE to pay the differences between ipad1 and ipad2 if DSE could not replace his ipad1. if you have no time to read OP posts, ready my summary down here:-

1. OP called DSE and DSE told him to call YOBEE

2. YOBEE redirected him to APPLE

3. APPLE gave OP the RETURN number - OP was instructed by apple support to go back to DSE to get new unit with that number, and in case if there is no ipad1, OP was told to negotiate a reasonable outcome with DSE.

4. DSE said they have no stock for ipad1

5. OP OFFERED DSE to pay the difference between ipad1 and ipad2

6. they said, they need to call the head office to check... (this has been 2 weeks now)

7. OP also went to YOBEE but they did not have ipad1 and asked OP to deal with DSE (fair enough for YOBEE to say that)

8. so far, neither APPLE nor DSEOP asked him to return the faulty unit for repair

9. OP has not been offered for REFUND
?


+1 for both the observation and summation.

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  Reply # 472060 22-May-2011 03:45
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Regardless to what's happened with the OP, DSE, APPLE to date....

To get this resolved, the OP needs to visit DSE with his proof of purchase and the iPad. He needs to request the unit be repaired, replaced or cost refunded. DSE will have to inspect the unit to decide. Leave the iPad with DSE so that they can follow their process - they will probably take a few weeks. Get a warranty receipt which states they have the iPad. Go home. Wait for phone call and call back weekly if no updates arrive.

There is no way DSE will refuse to resolve the problem if you follow the above. If for some bizarre reason their manager or staff member refuses to help (can't see this happening, unless they are hoping to be fired), a simple phone call to DSE head office should get them on the ball.

Don't dick around with Apple, Yoobee or anyone else.

People who say skip the middle man miss the point completely. Sure, you can do that if you wish - but if something goes wrong (for example, what if it got lost in transit somewhere), you lose the power of CGA as you sent it to the manufacturer or alternative repair agent yourself, so you can't then expect DSE to offer a refund on an iPad they don't have.

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  Reply # 472083 22-May-2011 10:07
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[are you being a troll? OP never ask for FREE upgrade.]

No I am not. And yes I have read the posts, read Caldazars post that pretty much covers what I feel. I doubt that DSE or Apple are balking at a standard warranty issue, I also wonder why the word repair never mentioned by the OP till very late in this thread, in fact the device in question will be assessed for repair that is always the first port of call. There has been no action for weeks, again I doubt that DSE or Apple are just refusing to deal with it. Clearly there is more to this than we know, as regards the intial contact, the statements of the OP and DSE, and the attitude.

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  Reply # 472090 22-May-2011 10:21
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tdgeek: [are you being a troll? OP never ask for FREE upgrade.]


No I am not. And yes I have read the posts, read Caldazars post that pretty much covers what I feel. I doubt that DSE or Apple are balking at a standard warranty issue, I also wonder why the word repair never mentioned by the OP till very late in this thread, in fact the device in question will be assessed for repair that is always the first port of call. There has been no action for weeks, again I doubt that DSE or Apple are just refusing to deal with it. Clearly there is more to this than we know, as regards the intial contact, the statements of the OP and DSE, and the attitude.


read back the first post.

Apple already gave him Service Returns Number (do you know what that is?)

it is not up to the OP to tell DSE what to do. they should have just accept it and deal with it. the issue here is why it takes 2 weeks for the manager to sort it out. 





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  Reply # 472121 22-May-2011 10:37
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[Apple already gave him Service Returns Number (do you know what that is?)]

Yes, it is to return the device. By DSE to Apple or an Apple Authorised Service Centre, to assess whether the device can be repaired, and of so, to be repaired. Or replaced with a refurb, or replaced with a new ipad1 or refunded.

[it is not up to the OP to tell DSE what to do. they should have just accept it and deal with it. the issue here is why it takes 2 weeks for the manager to sort it out.
}

I agree 100%. My only point is that these issues are common in retail, and going by the lack of mentioning repair early on, and the "offer" to get a free ipad2, I just have to wonder how both parties managed that initial contact. We do not know. By free ipad2, the OP offered to pay the difference, and as ipad1 and 2 are priced the same, his offer was to get a free upgrade to ipad2 (as same price) and pay the extra to get a higher speced model.

DSE is not a small, cash strapped one man business that you could expect this type of issue to arise in my opinion. Warranty issues are commonplace, processes are in place, I just have to wonder why this issue occurred. Either DSE failed to act on the warranty processes that they use everyday for everyone else, or the customer wanted more than what the standard warranty process/CGA offers?

I'm not aware of DSE having this type of reputation

But if some here think I am trolling or suchlike, no prob, I shall just watch the post and not bother commenting , I've put my point across as have others on the same lines.

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  Reply # 472145 22-May-2011 10:49
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Well, just take dse to small claims, win, game over.

The retailer is ultimately responsible but the path of least resistance would be to get apple to fix it.

This thread is getting boring.

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  Reply # 472214 22-May-2011 11:33
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Until morris takes the unit in anywhere, so that the issue can progress, this will be a circular discussion.

Waiting to do that is not going to resolve anything any faster.

Its all a bit cat and mouse otherwise......

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  Reply # 472405 22-May-2011 15:54

oxnsox: Until morris takes the unit in anywhere, so that the issue can progress, this will be a circular discussion.

Waiting to do that is not going to resolve anything any faster.


Its all a bit cat and mouse otherwise......


 

Yes, it is a chicken and egg scenario. 

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  Reply # 472408 22-May-2011 15:57

tdgeek: Dont follow your points robbyp, as I said "Repair or replace or refund"


 

I may not have interpreted your post property, as you appear to have quoted someone else, but I couldn't tell who and what exactly was being quoted, as you weren't using the proper quote tags. However you said there was an 'order' of repair, replace and refund, and that isn't correct. There is no set order. The retailer could look at the product and just replace it on the spot, which is what many retailers do for many products, although usually lower priced stuff. I don't however think apple allow them to do this, and it has to be sent to them.

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  Reply # 472627 22-May-2011 21:15
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I think this case has gotten overly complicated. Now that you have the Return Authorisation number (RA) from Apple, it should be a case of just taking that in to DSE, or any authorised Apple repair agent, and they should just be able to send it away for you for assessment. Recommending the customer go to YooBee usually results in a far quicker turnaround time for the customer, and as a long time employee of DSE I can attest to this. In saying that, if the OP wishes DSE to get the unit sent away, then DSE would not have any problems doing so. I'm a little confused as to the reluctance of the particular store manager to sort this out, as basically the OP has done all the hard work, all DSE need to do is ship it off. Just out of curiosity, which DSE store are you dealing with?

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  Reply # 472663 22-May-2011 22:08
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Apologies robbyp

The Repair-Replace-refund is not a set policy but typical for warranty returns. As you rightly say a replacement of lower priced items is easier for all concerned, higher priced items are usually taken as a repair, Apple or their authorised repair centre will repair it. Maybe it is more complex so they may replace with a refurb, and refurb the item in question later and pop that into warranty stock.

The other issue for high priced items is that they need to be assessed for damage, careless use, etc all of which will or may invalidate the warranty.

As maoriboy, an employee of DSE states, he is surprised. I do think there is more to this particular issue than meets the eye.

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  Reply # 472692 22-May-2011 23:45

tdgeek: Apologies robbyp

The Repair-Replace-refund is not a set policy but typical for warranty returns. As you rightly say a replacement of lower priced items is easier for all concerned, higher priced items are usually taken as a repair, Apple or their authorised repair centre will repair it. Maybe it is more complex so they may replace with a refurb, and refurb the item in question later and pop that into warranty stock.

The other issue for high priced items is that they need to be assessed for damage, careless use, etc all of which will or may invalidate the warranty.


As maoriboy, an employee of DSE states, he is surprised. I do think there is more to this particular issue than meets the eye.


 

No problem. Just hope the OP gets it sorted, as it shouldn't be difficult.

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  Reply # 474408 26-May-2011 13:59
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So any news on your iPad?

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