HTC One V Handset Dead ? How to proceed with Telecom

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kiwiredhead

2 posts

Wannabe Geek

#102696 20-May-2012 05:43

So I recently became the proud owner of a HTC ONE V which i ordered online from Telecom on a $0 upfront $60 per month 24 month contract.

However , within 2 weeks the phone stopped working, it would not turn on or charge. A faulty phone it seemed to me. My attempts to resolve this with Telecom began with flagging the problem over the phone since I purchased online - I was advised to take it instore.

Once instore i was treated with a very galling tone of distain since i had not brought the phone instore i should take the matter up with " them" which apparently meant Telecom Online - I was unaware they were not all one company.

Grudingly the assistant agreed to make the call for me, and it was amusing to note that even when you work for Telecom it is near impossible to get hold of a person who can sort your problem out.

I was hoping for either a new HTC handset or a equivalent phone to use while they fixed mine or the ability to cancel my contract because they can't deliver the service offered.

None of these options were an option in this situation - I am left with a very battered and very basic Nokia instore phone to use while mine is repaired ( hopefully ). No time was given as to how long this process would take. Meanwhile i am paying $60 per month for a smartphone plan without a smartphone ?

When asked if I could cancel i was rudely told i would have to pay for the handset and that i was not permitted to end the contract after 7 days?

does this seem fair?

gregmcc

2147 posts

Uber Geek

ID Verified

Trusted

Lifetime subscriber

#627835 20-May-2012 06:36

First off the main thing is you have to give them a chance to fix it.

Yes I know the loaner is a crappy old phone, but hang tough, advise them that since you are paying $60 a month for a smart phone plan and the loaner phone can't do the smartphone stuff then you expect a 50% refund on that $60 a month untill the repaired phone is back.

Watch out for them sending a re-furbished phone back instead of your repaired phone. You can reject outright a refurbished phone as that is not was agreed to in the contract.

2-3 weeks would be a reasonable repair time, don't let telecom fob you off with excuses, suggest that maybe they should just supply you with a brand new one off the shelf right now.

Advise them that they are in breach of the contract, maybe the contract should be terminated and they pay you the early termination fees?

The main thing is be reasonable, know your rights under the CGA, give them a chance to fix it. If they do fix it, you get your repaired phone back and the same fault comes back, you can reject the phone and ask for a new replacement.

johnr

19282 posts

Uber Geek
Inactive user

#627850 20-May-2012 09:03

Many not all customers disrespect loan handsets so only very basic handsets are loaned out

n00dy

482 posts

Ultimate Geek

Lifetime subscriber

#627863 20-May-2012 10:13

Not all stores treat customers this way and hopefully there is more than 1 telecom store where you live. Some points to note: All telecom stores can and will send your phone telegistics for repair, take in the reciept you got with your online purchase as it will make it easier.
All stores have a selection of loan phones and Telegistics also maintain these devices, when they get a little cruddy the store can send them back for refurbishment ( I digress sorry ) however they should have a small selection of ANDRIOD phones to loan.
On a not so good note, I have to send my X one for repair ( lost signal ) and I have had to wait for a small part from Taiwan that has to be replaced every time one of these devices is opened so my repair which would have been 5 days has turned out to be 10 but I was assured they have ordered extras of this to have in stock for repairs

kiwiredhead

2 posts

Wannabe Geek

#627985 20-May-2012 17:21

Thanks, that is all good advice and as you say I guess I just have to make do with the loaner phone. Probably the biggest disappointment is the lack of courtesy and a willingness to make things happen encountered when I went into the store.