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Topic # 109367 18-Sep-2012 17:27 Send private message

Early in July my iPhone 4S started having issues with the internal earpiece; calls were very, very quiet (despite being fully turned up) so hearing people when not in a silent room was next to impossible. Decided I'd had enough of it in early August, restored it and took my phone in to the Telecom Broadway store in Newmarket to get them to send it off for warranty repair (phone was purchased on the 11th of November 2011 at the Telecom concept store on Victoria St).

 Handed over my receipt, got a few strange looks as I'm no longer a Telecom customer when asked about my details, and after this experience, I have no interest in becoming one. Signed the form stating that I'm aware if the phone is impact or liquid damaged that I'd be charged a service fee. The phone quite clearly wasn't impact damaged at all and definitely not liquid damaged. The only issue was with the internal earpiece being very quiet, everything else (including dock/headphone jack) works fine.

 Was advised by an ex-Telecom employee/Geekzoner friend that I can actually check the repair status on the Telegistics website myself, so I punched in my IMEI number and found they had diagnosed it in the morning of the 2nd of August. They denied warranty coverage stating that the liquid sensor indicator had gone off in the headphone socket, lint in the dock connector and were going to quote to fix out of warranty. The Telecom store were understandably not much help in getting any information, I called on the 3rd and asked for an update and they said they were still waiting on a quote from Telegistics, I told them not to go ahead with it and to return my phone immediately. I also called Telegistics and was rudely told by whoever answered the phone that they'd found liquid damage and thus was not covered under warranty. I asked for proof of the damage, to which he said that I could also check the photos on their website. While on the phone I found the page (not helpfully labelled at all) but it didn't list the so called photos. He claimed they take up to 24 hours to upload to the server and that they'd be up by the 4th. I asked for him to email them to me and he said he would. The phone was shipped back on the 6th to the Telecom store. I called Telegistics back on the 7th to enquire about the photos and again requested for them to be emailed to me. As of the 7th, I still haven't received these photos.

 I happened to be in the area on the 8th and called in to the store to see if the phone had arrived. It had, and still nobody bothered calling me about it. So, 9 days for them to look at and take a couple of photos of a phone and return it to the store. By the time I had returned home and checked the site again, the photos were up showing a half-pink dot in the headphone jack which they straight up denied under warranty. When prompted, they couldn't prove that liquid damage caused the earpiece to fail at all.

 I called up AppleCare and got transferred through to the customer relations team who looked into my case and asked me to send through photos of the so called "liquid damage". 24 hours later they had sent me out an advance replacement device with a box to return mine in. Above excellent customer service on Apple's part, I can't say the same thing about Telecom/Telegistics. 

 I used to work at an Apple Authorised Service Provider, the procedure for iPhones is if the customer disputes liquid damage, they are to ask Apple for permission to open the device and check the internal liquid indictors or the logic board for signs of corrosion. If the internal ones had gone off or there is any signs of corrosion to deny the claim, which I'd be okay with except for the fact they hadn't. I asked my Apple case manager to look and see if the repairer had asked for permission to open the phone, he said that they had not received any request for this to happen.

 I'm not sure what took Telegistics so long to take a couple of photos of a phone, coupled with their terrible customer experience - avoid at all costs.









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  Reply # 687826 18-Sep-2012 17:33 Send private message

I used to deal with Telegistics. All of a sudden (during the recession maybe?) they turned to absolutely crap.

I had multiple instances of returning faulty phones 3-4 times. I always had to bug my Gen-i account manager to spank them.



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  Reply # 688051 19-Sep-2012 10:21 Send private message

That seems to be the general consensus. It's a shame as they really let Telecom down as a whole. Never had an issue with Brightpoint.









gzt

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  Reply # 689821 22-Sep-2012 10:52 Send private message

We don't know how the relationship between telecom/apple/telegesics is structured for warranty. It is possible there are perverse reverse incentives in operation between one or more parties.

Based on the experiences presented on geekzone there is not enough information to say telegesics is performing badly or unprofessionally. They may be performing warranty assessment and repair exactly as their contractual relationship with telecom/apple specifies they must.

None of this matters to a consumer and personally I would avoid purchasing a smart phone from Telecom for this reason.

It is not cool about the delay with the photos. Clearly they need to get their act together in that area at least.

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  Reply # 689957 22-Sep-2012 18:12 Send private message

Ah, Telegistics. I have NOTHING good to say about them whatsoever.

In the last year alone I've dealt with Telegistics several times and on each occasion I've been thoroughly unimpressed. The last time my phone was sent away I actually ended up doing more work than the Telegistics team to diagnose the issues, talk with Apple and get a replacement; I had to explain to the team leader at Telegistics that I had access to GSX and could see what he had (or rather hadn't) done too; to catch someone outright lying to you scares them a little - accountability is everything.

My personal account with Telecom used to be worth over $1500/month. Primarily because of issues with with Telegistics (Edit: See below), it's now around the $350 mark and I've taken my business elsewhere. That says something about poor service, doesn't it!

Anyway, as far as iPhones go, I say to everyone I know with one to only ever deal with Apple directly, as they:

A) Are faster, friendlier and easier to deal with, and
B) Care about their brand image towards customers - 

Two things Telegistics don't seem to have knowledge of.

--

Edit:
  • I had a Galaxy SII refused warranty service because screen burn-in is 'normal operation';
  • The same GSII replaced with a refurbished unit but with someone else's data onboard;
  • 3 replacement iPhones that have been more defective than the ones sent away (original handset died):
    • The first replacement rattled when vibrating, the second had issues with colour accuracy and the third had terrible or no reception at all, - all of these were first sent back to me with 'No Fault Found' messages.
  • An HTC Wildfire S with a defective battery (Once again, NFF. 2hrs of life is normal apparently)
  • An OBF Nokia Lumia 800 that took 3 weeks to be diagnosed;
  • A Sony Ericsson C510 with software issues (Handset came back updated but scratched)
  • A Nokia 3710 that came back with no battery (The issue with charging was fixed though)
All of the above just shouts INCOMPETENCE at me...I realise this isn't a 'Telecom specific' issue in the sense that their brand isn't being damaged directly, but as they own Telegistics, their image depends on the level of service given...and from experience and third-party reports, it's poor.




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