Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.



3 posts

Wannabe Geek


Topic # 104009 12-Jun-2012 20:28 Send private message

I had purchased a Samsung Galaxy Mini on a 24 month term and received $100 off the price for being locked in.

The phone has been faulty from the start. It turns itself off, photos always come up with crosses etc etc.
Vodafone would not replace the phone but insisted on having it sent away to be fixed. OK fair enough, the Customer Guarantees Act gives them a chance to remedy the product. However the company policy was to send the phone away 3 times to be fixed before they would replace it. What a waste of my time as each time it still came back faulty.

OK a lot of time wasted and finally I have been through the annoyance of having it sent back 3 times for a repair. So now I have store credit to buy a new phone, but they inform me I am still locked into my 24 month contract. So no discount for a term contract, and If I decide to leave after this poor service I have to pay a cancellation fee. So I am now $100 worse off.

Come on Vodafone!!!

Create new topic
2194 posts

Uber Geek
+1 received by user: 372

Subscriber

  Reply # 639898 12-Jun-2012 20:40 Send private message

How long have you had the phone, so the credit is for what amount, the amount you paid with $100 off or full value.




Galaxy S4 I9505
Samsung (custom)  KITKAT 4.4.2 (no Knox bootloader)





18580 posts

Uber Geek
+1 received by user: 740

Moderator
Trusted
Biddle Corp
Subscriber

  Reply # 639900 12-Jun-2012 20:47 Send private message

How can you be $100 worse off? Surely you've received credit to buy a replacement device for the value of the handset?

Plenty of people come on here with bad experiences with companies where they've been unable to receive a satisfactory outcome or struggle to get something replaced. Based upon what you've posted above it would seem that despite your frustrations that Vodafone have acknowledged the fault and given a credit for replacement of the device. IMHO this is a good outcome.


71 posts

Master Geek
+1 received by user: 1


  Reply # 639911 12-Jun-2012 21:05 Send private message

Under the CGA you are entitled to a full refund. Vodafone have had the opportunity to fix the problem but they haven't, you've given them three attempts.

I've just been through the same thing with my mum's laptop which was outside of the manufacturers warranty. Read the up on the CGA and know your rights.

The comcom were on fair go the other month advising about an issue that a woman had about her phone. HN send the phone away 4 times to get fixed. The comcom spokeswoman said if they can't fix it the first time, get a refund.

From the consumer website:

A service provider must fix the problem within a reasonable time.

If the problem cannot be fixed, or cannot be put right within a reasonable time, or is substantial, you can:

Reject the product and choose a replacement of the same type or similar value or a full refund of your purchase price.

A refund under the CGA means a refund, not a store credit.

http://www.consumer.org.nz/reports/consumer-guarantees-act/putting-it-right


6099 posts

Uber Geek
+1 received by user: 386

Trusted
Subscriber

  Reply # 639913 12-Jun-2012 21:10 Send private message

Actually there is no way they can enforce fix it first time or money back, often times problems are intermittent, unable to be replicated or have multi factorial issues. 3 times is reasonable they have done the right thing by you and replaced the phone with a voucher for another, buy a replacement phone and move on.

18580 posts

Uber Geek
+1 received by user: 740

Moderator
Trusted
Biddle Corp
Subscriber

  Reply # 639923 12-Jun-2012 21:29 Send private message

Ruphus: A refund under the CGA means a refund, not a store credit.

http://www.consumer.org.nz/reports/consumer-guarantees-act/putting-it-right



In this case I would beg to differ.

We can only assume in this situation (since the poster hasn't given full details) that they would be worse off with a refund, as they have already recieved a handset subsidy and therefore won't get a refund of the full value of the handset. A store credit for a replacement handset should be for the full value of the handset, since it's a replacement.


71 posts

Master Geek
+1 received by user: 1


  Reply # 639936 12-Jun-2012 21:46 Send private message

My interpretation of the OP is that VF have offered a store credit for the purchase price of the handset which $100 less than the outright purchase price of the handset so Striker now has to chip in an extra $100 to buy a replacement.

A replacement, means replacement. Not part credit towards a replacement.

I can understand problems with detecting intermittent faults but having to send the phone away three times probably with the obligatory 10 to 14 working day turn around?

15566 posts

Uber Geek
+1 received by user: 829

Trusted
Vodafone NZ
Subscriber

  Reply # 639951 12-Jun-2012 22:13 Send private message

Early versions of the handset software were a bit buggy,

striker77nz could advise what version of handset software is loaded now?

John




Create new topic








Twitter »
Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when new jobs are posted to our jobs board:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:




News »

Trending now »
Hot discussions in our forums right now:

Telecom introduces unlimited broadband data plan
Created by freitasm, last reply by plambrechtsen on 25-Apr-2014 10:48 (110 replies)
Pages... 6 7 8


Stonedine
Created by Lizard1977, last reply by mattwnz on 24-Apr-2014 15:45 (67 replies)
Pages... 3 4 5


Windows 8 System Mechanics
Created by eme, last reply by eme on 24-Apr-2014 21:10 (20 replies)
Pages... 2


Using my Mac to ring family in the UK
Created by Geektastic, last reply by nakedmolerat on 24-Apr-2014 11:28 (19 replies)
Pages... 2


Telecom has started metering their TiVo customers' broadband usage (WITHOUT PRENOTIFICATION)
Created by Peteriv, last reply by mattwnz on 24-Apr-2014 15:11 (74 replies)
Pages... 3 4 5


Parallel imported product
Created by Wills1, last reply by joker97 on 23-Apr-2014 21:01 (53 replies)
Pages... 2 3 4


MH370 - Call for Search & Rescue Help
Created by DS248, last reply by Technofreak on 25-Apr-2014 12:10 (749 replies)
Pages... 48 49 50


Forms of government for New Zealand
Created by charsleysa, last reply by Sidestep on 25-Apr-2014 10:00 (179 replies)
Pages... 10 11 12



Geekzone Live »
Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.

Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.