To get item fixed, shipping costs should be covered under CGA?

Forums › Laptops and mobile computers › To get item fixed, shipping costs should be covered under CGA?

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#1999174 19-Apr-2018 10:25

TechnoGuy001:

From my understanding of the CGA I don't, under the "Consequential loss" section it states "If you have to post or courier goods back to be repaired, you don’t have to pay for those costs", so no I don't have to pay to ship.

Many companies have a complete disregard for their obligations under the CGA.
They CHOOSE to look the other way & pretend like this doesnt or wont apply or pretend they dont know.

This from experience from working for companies with that attidude . :-(
Apple will damn well known there obligations under NZ GCA law . They choose to pretend otherwise .

Anyhoo, I cant see any references to manufacturers having to pay postage . That just sees a step too far (too me)
http://www.legislation.govt.nz/act/public/1993/0091/latest/whole.html?search=sw_096be8ed81666650_consequnetial_25_se&p=1

If you purchased online, direct from Apple , that makes it tricky .
Many other manufactures/brands do arrange a courier when needed , no reason why Apple couldnt

TechnoGuy001

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#1999684 20-Apr-2018 09:21

Just an update on the situation.

I got a call back on Wednesday as promised, the Apple support guy just said the same as before, everyone he talked to didn't know about it, so I gave him the consumer website where it talks about the shipping costs, and he forwarded that on to some Apple lawyer and said he'd get back to be in a day or two.

Then yesterday evening he gave me a call saying that the Apple lawyer took a look at it and said yes Apple should cover shipping, the support guy said he wasn't sure why this wasn't in any of the documentation he has and apologised. Then he passed me on to someone in Singapore who is now going to contact the closest AASP and see if they accept customers shipping broken laptops to them, and that she'd call back today or next week when she's found an AASP that'll accept courier packages. (seems some don't)

Needless to say, Apple has some work to do with regards to NZ (& no local AASP) warranty support. And judging by some of the replies here seems Apple is well aware of the CGA, just likes to ignore it if at all possible.

CYaBro

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#1999715 20-Apr-2018 10:38

Actually, as an AASP, I'd say Apple know more about the CGA, and their obligations, than most kiwi businesses.

We get a ton of Apple devices in, that the user is expecting to have to pay for the repair, and then Apple's system tells us the repair will be covered by the CGA.

I don't know of any other company like Apple, that would automatically cover a repair under the CGA, after the warranty has ended, without the user having to fight for it.

This particular issue with the freight costs is a bit out of the norm so that's probably why they don't know.

I do know with iPods, iPhones, & iPads, Apple will send the user a box to put their device in, to ship to Apple at no cost, but being a Mac it's a different process.

Opinions are my own and not the views of my employer.

rphenix

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#1999721 20-Apr-2018 10:54

CYaBro:

Actually, as an AASP, I'd say Apple know more about the CGA, and their obligations, than most kiwi businesses.

We get a ton of Apple devices in, that the user is expecting to have to pay for the repair, and then Apple's system tells us the repair will be covered by the CGA.

I don't know of any other company like Apple, that would automatically cover a repair under the CGA, after the warranty has ended, without the user having to fight for it.

This particular issue with the freight costs is a bit out of the norm so that's probably why they don't know.

I do know with iPods, iPhones, & iPads, Apple will send the user a box to put their device in, to ship to Apple at no cost, but being a Mac it's a different process.

Your experience is quite different I've had disagreements with an agent flat out refusing to even look at https://www.apple.com/nz/legal/statutory-warranty when dealing with a macbook air that died just on 2 years and a couple of days old it was very frustrating we ended up after being relentless getting it replaced due to being an 'important customer' after having so many apple devices but it left such a sour taste we haven't purchased an apple product since.

networkn

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#1999723 20-Apr-2018 10:59

I am not a fan of Apple, but I will give them credit where credit is due, their warranty support is second only to Amazon in my experience. I have had notebooks 4 years outside of warranty covered. I can't recall shipping being included but as it probably only amounted to $10 I wasn't worried either way, certainly not enough to lodge a DT submission over it.

Legally they must cover it, however, in my experience, it can be hit and miss and sometimes I can't be bothered arguing.

TechnoGuy001

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#1999732 20-Apr-2018 11:09

networkn:

I am not a fan of Apple, but I will give them credit where credit is due, their warranty support is second only to Amazon in my experience. I have had notebooks 4 years outside of warranty covered. I can't recall shipping being included but as it probably only amounted to $10 I wasn't worried either way, certainly not enough to lodge a DT submission over it.

Legally they must cover it, however, in my experience, it can be hit and miss and sometimes I can't be bothered arguing.

Yeah, I was pretty close to just giving up and paying the shipping my self. And probably would have if the laptop was 4 years old, I'd be happy enough it's getting fixed for free. But what with all the issues I've had since I got this laptop new, my faith in Apple was running a little low. + the fact that this particular issue seems very widespread.

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