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84 posts

Master Geek


  Reply # 474489 26-May-2011 17:26
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maoriboy: So any news on your iPad?



I've had a 3 phonecalls this far this week from the manager. All have been a message of NOTHING except this morning to say he is moving to another job.

Each time i inquired if i can expect any resolution the answer is "i am working on something for you, i hope to talk to the Apple representative soon".... He said that 2 weeks ago!

I have asked can they do anything about repairing my intermittently faulty iPad as it could be ages before they have stock and the answer from the manger is he would have to calculate the cost and anyway they may get in the newer model i have indicated i am willing to pay extra for. The guy has not given me anything concrete at all except he is promises he will call me again which i know is bull.

In short i am beyond belief. I have even phoned the DSE Head Office today only to be told the Manager who is overseer for Apple product was not available.

It will be Friday tomorrow and another week will pass.

This entire thing has turned into an utter FIASCO and DSE are now in my mind the worse possible retailer in the country. NOTE i say retailer. OK there are issues with product support but once again that is not my concern as the consumer. The options under the CGA are REPAIR, REPLACE, REFUND. None of those have occurred or offered and it basically STINKS.

Unless they do something in the next 24hrs that shows they are truly 'owning' the problem and can show me they are as required to do legally then i will be ESCALATING it for certain.

Yes, i am truly disappointed and extremely ticked off. Promises have become nothing more than insults.

102 posts

Master Geek


  Reply # 474723 27-May-2011 11:35
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Oh man this is bad. I never thought this happens even with big retailers. Poor poor service. I'll be keeping in mind your experience with them. The time you wasted dealing with them is really what angers me most. The retailer should be doing all these for you, they sold you the item in the first place.

Anyways, I wish for a good outcome on this. Good luck mate.

 
 
 
 


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  Reply # 474731 27-May-2011 11:57
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Did the manager say he was moving on? As in given the boot or too useless to do his job?

Call head office again, DSE do care, just some of their store managers don't.



84 posts

Master Geek


  Reply # 474830 27-May-2011 14:54
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trig42: Did the manager say he was moving on? As in given the boot or too useless to do his job?

Call head office again, DSE do care, just some of their store managers don't.


This morning i contacted HO. I had to be forceful with the receptionist but eventually i received a callback from their Head of Sales who looks after their Apple range.

The man apologized profusely and at this stage although i am still without an iPad there are huge assurances i will have something very soon and if not they will visit the refund option.

This of course has rekindled a tiny bit of support for DSE in my mind.

As to the outlet manager, his last call to me was that he was leaving the current position for another outlet. He failed to say he was finishing with DSE as i found out this morning....



Aussie
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  Reply # 474859 27-May-2011 16:02
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Probably got "promoted"... and now has a job at Noel Leeming! :D


(where his skills as an a-hole will fit right in!)

1163 posts

Uber Geek


  Reply # 474873 27-May-2011 16:39

MorrisTheCat:
trig42: Did the manager say he was moving on? As in given the boot or too useless to do his job?

Call head office again, DSE do care, just some of their store managers don't.


This morning i contacted HO. I had to be forceful with the receptionist but eventually i received a callback from their Head of Sales who looks after their Apple range.

The man apologized profusely and at this stage although i am still without an iPad there are huge assurances i will have something very soon and if not they will visit the refund option.

This of course has rekindled a tiny bit of support for DSE in my mind.

As to the outlet manager, his last call to me was that he was leaving the current position for another outlet. He failed to say he was finishing with DSE as i found out this morning....





 

I have personally found DSE to be good, once you get through to the right person. I am sure you will be happy with the final outcome.

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  Reply # 474947 27-May-2011 20:49
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Its crap like this which makes chargebacks such a wonderful thing to have on your side.




Richard rich.ms

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  Reply # 474970 27-May-2011 22:10
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richms: Its crap like this which makes chargebacks such a wonderful thing to have on your side.


I imagine it would be too far down the track for a chargeback, and I was under the impression that they were only available for card not present transactions although I could stand corrected on that. 

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  Reply # 474980 27-May-2011 22:37
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alasta:
richms: Its crap like this which makes chargebacks such a wonderful thing to have on your side.


I imagine it would be too far down the track for a chargeback, and I was under the impression that they were only available for card not present transactions although I could stand corrected on that. 


No, its an option open to you for ages if the retailers dont come to the party for support. Only really seen success pushing for it with amex here, the banks are to ignorant to know what to do.






Richard rich.ms



84 posts

Master Geek


  Reply # 478625 7-Jun-2011 17:19
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Well at last things have moved forward. In short i am now a very happy owner of an iPad 2 64GB-WiFi with 3G. The DSE outlet in question finally received a stock of iPads (which probably all sold within hours). I was infact 'tipped off' early on the day the things had arrived so i wasted no time calling, verifying stock and ensuring what i wanted to pay the extra for (as was already agreed upon) would be put aside. I soon dropped everything and drove straight to the store. Lucky i had the morning off work.

So in all this what have i learned?

That the CGA is woefully being neglected by retailers (in the fundamental spirt of the thing at least).

That there are certain retailer outlets who're simply Resellers (on sellers or box-shifters) i.e. selling a range of specific product which is not their Core Business and i get the distinct feeling they are not too concerned if the stuff moves out the door slowly because they're using it as bait (so shoppers can have a look and play).

So it means it pays to truly question what exactly the arrangements are if the thing needs repairs or replacement. Of course you need to get this bit of info well before they spin you the insult of your having to buy a Service Contract (which comes back to the CGA and how it is meant to work).

My experience with DSE on this occasion has indeed put a massive question in my mind as to whether i will ever be bothered to deal with them again for hi-profile gear. Their 'service' for faulty iPad was next to abominable but i also understand and appreciate they had a supply issue on the day. Certainly i know now if i want anything Mac/Apple it will be with Core Business sellers whose main interest is to keep a customer one. If you want to see and have a hands-on with anything though DSE, with so many outlets is a good place and i know that when the time comes and i'll be updating my TomTom that's where i'll shop...

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Ultimate Geek
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  Reply # 479953 10-Jun-2011 23:21
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Disappointed to hear you say that, from a DSE managers point of view. Admittedly I can see how your experience with this incident has soured your opinion of DS, but please don't let this be your defining views on the service in general. Most stores would have been happy to sort this issue out for you. It just seems you did not get a manager that was terribly helpful, and this is a real shame. Well I guess at least this issue has been resolved and you have something to play with now :-)



84 posts

Master Geek


  Reply # 479957 10-Jun-2011 23:54
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As a customer in hindsight i guess what should have happened was for DSE to have had their FAILED Apple Product (in Warranty) process ratified into a bit better structure. Perhaps a review needs being done if not already.

What i gathered at 1st ever contact was that no one truly knew what to do with me. The minute they told me to go phone MagnumMac because 'they look after Mac things' raised my 'damn you guys are just passing the buck' (and any responsibility). That also simply p155ed me off...

When i did call MagnumMac (YooBee) the operator immediately said they didn't handle anything from DSE.... That really ticked me off.

What should occur is that DSE has a NZ redirect phone line for Apple Service number and either tell their customers to call it or even put them through... this could even be done via the DSE head office. It would at least be way more professional and is probably what Apple would prefer.... At the end of the day the Retailer market share must be really competitive in this economic climate in NZ and the way i had to play jump-through-hoops represented a pretty pathetic example of service. Even down to the process in the shop the day i exchanged my faulty iPad 1 unit and paid quite an amount to own the iPad2 (because there is nothing available as a warranty exchange) was done with long faces and not a single smile... ! Not exactly what brings someone back as a customer.

Chalk it all up to an experience i guess and BRILLIANT to have this kind of placem(the Forum) to talk about these sorts of issues, hopefully the 'feedback' being of use to not only JoePublic but something the Retailer might like to take onboard...

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