Well it has been a long haul getting an Apple iTouch looked at for repair. Two weeks while Dick Smith Electronic wanted $100 look at a faulty device, talked about their legal department and how they didn't have to help me, writing letters to them to request my rights etc.
Finally they agree and send the broken iTouch to Service Plus, who appear to be the firm that handle Apple Repairs for them. I honestly never expected to hear from Service Plus as they were an agent for Dick Smith or Apple or both. But was I in for a surprise, cell phone updates to tell me where what was happening, e mails telling exactly what was happening and even a bit of background how these repairs generally get dealt with. I could hardly believe after the difficulties had getting the device to be looked at, that I am now getting great customer service.
Now I don't know if I am on the difficult customers list or they do this for everyone, but I don't care either way as it makes a change for someone in the electronics repair game to actually show they understand the frustrations a customer has getting a repair. Contrast this with Noel Leeming who have provided no updates at all unless you ring them and ask.
Now it turns out that for these types of repairs such as buttons not working, they make a quick assessment of the cause, but in most cases Apple either repairs the fault for free, or as in this case
