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Forum The Water Cooler Apple Online Store after sales support for non-Apple products

Apple Online Store after sales support for non-Apple products
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UserPost

11:56 am
21/01/11


deskdiver

Junior Member
Junior Member

posts 11
 
1
0

Hi

Has anybody here had experience with Apple Online Store after sales support for non-Apple products?

I bought a pair of Monster Beats by Dr.
Dre Tour ControlTalk In-Ear Headphones from them late last year, and the ControlTalk has just stopped working.  I'm sure it's the Beats as the remote functions of the Apple earphones supplied with my iPhone 4 all work fine.

While investigating how to get them fixed/replaced under warranty, I found this…

http://store.apple.com/nz/help…..TM3NDgyOTE

"If
you're having trouble with a non-Apple product, please contact the manufacturer
directly for information regarding the manufacturer's warranty."

0800 MY APPLE doesn't seem to have an option for non-Apple products either.

 

The last time I checked (yesterday) this is contrary to the Consumer Guarantees Act.

http://www.consumer.org.nz/rep…..g-it-right

"If something goes wrong, you have the right to insist that the seller or service provider fixes things.

Generally speaking, this means the retailer who sold you the goods or
services must sort out the problem. If the stitching comes apart on
your fairly new shoes, you don't have to track down the manufacturer or
importer, you simply take them back to the shop."

 

Apple Online Store Ts&Cs atate:

"16.2 Non-Apple Branded/Third-Party Products

If you discover what you believe is a product defect for any third-party
product, please
contact the manufacturer directly for information regarding the
manufacturer's warranty.

Note 1: Products sold through this web site that do not bear the Apple
brand name are
serviced and supported exclusively by their manufacturers in accordance
with terms and
conditions packaged with the products. Apple's Limited Warranty does not
apply to products
that are not Apple-branded, even if packaged or sold with Apple
products.

Note 2: Nothing in this Condition 16.2 affects any rights you may have
under the Consumer Guarantees Act 1993."

http://store.apple.com/Catalog…..zsalesonly

 

Just putting this out there, interested to read your thoughts.

 

PS, I have contacted the NZ Monster distributors, and they are looking into this.  I didn't read the fine print when I purchased the Beats, but I did expect a lot better from the Apple Online Store!

9:48 am
17/02/11


deskdiver

Junior Member
Junior Member

posts 11
 
2
0

Epilogue:

The team from the NZ Monster distributors sorted me out reasonably quickly, and the replacement earphones I received were a lot 'fresher' than those I received from the Apple Online Store as the replacement ones included the ear hooks which are a recent addition to the retail package.

I'm still disappointed with the initial stance of the Apple Online Store in relation to non-Apple branded products, and how difficult they make it to pursue claims against them in the first instance.

1:04 pm
17/02/11


Daniel Burgess

Christchurch

Administrator
Administrator

posts 458
 
3
0

Did the NZ Monster distributors know anything about the policy? I'd be interested to know if the manufacturers are aware that this is Apple's stance. In an ideal world you would think they *would* know and when you contact them and say you purchased them from the Apple online store they would recognise that and have a procedure in place for it.

1:57 pm
17/02/11


deskdiver

Junior Member
Junior Member

posts 11
 
4
0

I'd guess not, as their initial reply was for me to deal directly with the Apple Online Store (AOS).  I sent them a link to the AOS policy and they agreed to look into it for me.

Having said that, I don't know if the AOS even gets their product from the NZ distributor – they could very well source them from Oz.

My main point is that the AOS gets close to contravening the Consumer Guarantees Act with their stance (note 2 might save them), and they make it very hard to get a remedy from them.

A good case for supporting your local 'brick and mortar'.
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