Hi there

Does anyone know if Apple Sales New Zealand (i.e. Apple's own company here) has any actual physical presence in this country? Or is everything done out of Australia?

I had a problem with the power adaptor on my Macbook Pro (puchased from the NZ Apple Store site) failing prematurely, and Apple NZ has refused to repair or replace it - their repair agents wouldn't cover it under warranty and all direct correspondence to Apple Sales NZ was ignored. So I took them to the Disputes Tribunal, which ruled in my favour and I now have a Court order ordering them to pay me for the cost of the replacement adaptor and an assessment fee charged by their repair agent.

However, they haven't paid up and have just kept on ignoring my letters to them. I have the right to send Baliffs around to sieze goods to cover the debt, but that will only work if there is actually something there to sieze. If there is actually a staff member on the ground here I can get a court summons for them, but I'm not sure if there is such a person.

Anyone have any cunning ideas of how I can get these idiots to pay up?

(Also - consider this a bit of a warning - if you have any warranty problems with Apple they appear to have no problems with screwing you over and ignoring legally binding court orders).

Stu,

I'm curious as to how you seem to be asking if they have a physical presence but at the same time say you've sent them repeated letters? Where did you send it to if you don't know where they are located?

I would suggest that if you phone the Apple Store NZ (where you purchased it from in the first place) on their freephone number, they can perhaps arrange a replacement or at least ensure the documents that you want to provide to them get to the right place.

My experiences with Apple warranties (and that of clients) has been nothing but perfect.

Cheers,

Phil

Thanks Phil

My correspondence has mainly gone to the PO Box address on their website - they don't list a physical address. I have also had things sent to the address registered with the Companies Office, which is actually a law firm so not much good in terms of getting any money out of them.

I'm reluctant to do anything over the phone because I want all dealings with them to be in writing - this has escalated beyond a normal warranty claim and is now a dispute involving the courts, so I don't want to get into a 'he said, she said' situation later on.

I am surprised they have let it get this far - I would have thought they would at least make some effort to resolve it given their reputation for great service and support.

I don't want to get in the middle of a legal dispute (and I wish you all the best) but my advice is (and always has been) to go back to the people you bought from in the first instance.

Hope it works out for you.

Phil

The only case I can imagine where a service centre will not repair a product under warranty is if the product shows signs of neglect or misuse.

Have you tried contacting Renaissance?

service@renaissance.co.nz

The Manager
Renaissance Technical Services Group Newmarket
123 Broadway Road Newmarket
Auckland


Or just call 0800-MY-APPLE and calmly state your position.

Best of luck, I hope you and Apple reach an amicable solution

If you're wanting a record of any phonecalls, you could always ask for them. Some call centres / companies have the technology to record calls with customers for their internal records and analysis of how they're doing in terms of support.