Samsung Galaxy SII on Telecom and CGA

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mjb

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#740627 6-Jan-2013 11:43

freitasm: It's a shame mobile phone manufacturers don't issue bulletins like car manufacturers do, saying exactly what problems exist and what can be done to rectify those problems.

I suspect if the defect put lives at risk, they would.

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Wade

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#740630 6-Jan-2013 12:09

sidders80:
mattwnz:
joker97: another reason not to sign a two year contract on a one year warranty! :(

Do any provide a 2 year warranty though? A better idea is not to signup to a contract at all, as you are end up paying a lot more for the phone anyway over time. You would think that if you did signup to a contract, that they would offer a free warranty extension for the contract period, or at the least abide by the obligations under the CGA, as long as it wasn't user damaged. I suspect a lot do get damaged.

Vodafone provides a 2 year warranty on their handsets. I have checked this with Samsung NZ and they have also confirmed it.

Come to think of it, my S3 had a 24mth warranty from Samsung

I can't imagine the service provider winning a CGA claim in this case

On a side note, why do people consider contracts as such a bad thing? Yes buying a $80/mth contract when you only use $40/mth of service can be a fools game but contracts can also offer some good benefits. I signed a 24mth contract on a S2 on a $60/plan (a cost I would have spent contract or no contract), roll on 12mths and I buy an S3 outright, I sell the S2 for $100 less than it cost me. If I had bought the phone outright my monthly cost would be no less and I would have lost $600 on the phone. Its a game and you can lock into a contract for your own benefit also.

This all said Telecom have now given us some compelling reasons to not lock into contracts with their new open smartphone plans offering huge bonus over the contract plans

mjb

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#740631 6-Jan-2013 12:14

Wade: On a side note, why do people consider contracts as such a bad thing? Yes buying a $80/mth contract when you only use $40/mth of service can be a fools game but contracts can also offer some good benefits. I signed a 24mth contract on a S2 on a $60/plan (a cost I would have spent contract or no contract), roll on 12mths and I buy an S3 outright, I sell the S2 for $100 less than it cost me. If I had bought the phone outright my monthly cost would be no less and I would have lost $600 on the phone. Its a game and you can lock into a contract for your own benefit also.

I've done something similar - signed onto a smartphone $100 plan with my S2 (which I like - I don't have to think about how many minutes/txts/data I have left, I just use the device as intended... it's fantastic). Then when the S3 came out, I paid the ETC and signed on for 24months with the S3 - then sold the S2 on trademe for more than the ETC.

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openmedia

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#740953 7-Jan-2013 11:47

freitasm: The "12 month warranty" is not a hard line folks. Goods are expect to last a bit longer than that and within reason the retailer has to provide service. I think two month out of warranty is reasonable.

The retailer can not say they are not bound by the CGA. They can't say you have to deal with the manufacturer directly. They have no say on that.

If this is a known fault then they have to arrange to have it forwarded for service.

It's a shame mobile phone manufacturers don't issue bulletins like car manufacturers do, saying exactly what problems exist and what can be done to rectify those problems.

For a $1,000 gadget the support received by consumers is appaling.

Thank you.

Generally known online as OpenMedia, now working for Red Hat APAC as a Technology Evangelist and Portfolio Architect. Still playing with MythTV and digital media on the side.

openmedia

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#740957 7-Jan-2013 11:49

blair003:

It appears that to return an out of warranty phone via a Telecom shop you need to provide documentation in writing stating the nature of your claim under the CGA. Otherwise I was advised to either pay for the repair, or return the device directly to Samsung.

That sounds completely reasonable to me. Why didn't you just do that instead of posting here? Outline the problems wit the phone and say that you have an expectation that a phone would last 2 to 3 years and the fact it hasn't means its not acceptable quality and no longer fit for use. You expect the phone to be repaired or replaced per the CGA requirements, and if its not you will be taking further action.

Regarding calling 123, did you check that is in in fact Telecom NZ Limited that owns the retail outlet that sold you the phone? It has changed throughout the years, but here in Whakatane for instance it is Leading Edge Communications Limited who own the Telecom shop and have obligations under the CGA.

[edit - the part in writing sounded reasonable, not the rest]

I'd already spoken with Samsung who told me to take back to the Telecom shop.

I was willing to come back with something in writing for the Telecom store, but in the end I managed to get Samsung on the phone to move the matter forward.

Regarding 123, they weren't interested at all in the CGA and stated I wasn't a retail issue but a manufacturer issue.

Generally known online as OpenMedia, now working for Red Hat APAC as a Technology Evangelist and Portfolio Architect. Still playing with MythTV and digital media on the side.

openmedia

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#740961 7-Jan-2013 11:51

Well checking this morning shows that the phone has finally arrived at Telegistics, so I'll be interested to see what their analysis of the phone finds.

Generally known online as OpenMedia, now working for Red Hat APAC as a Technology Evangelist and Portfolio Architect. Still playing with MythTV and digital media on the side.

freitasm

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#740963 7-Jan-2013 11:54

I wouldn't be surprised if they come back with "Water damage" and deny repairs under warranty.

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openmedia

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#741009 7-Jan-2013 12:57

freitasm: I wouldn't be surprised if they come back with "Water damage" and deny repairs under warranty.

Exactly what I'm expecting. Based on other reports on the issue it is a $15 part and a simple swap out.

Generally known online as OpenMedia, now working for Red Hat APAC as a Technology Evangelist and Portfolio Architect. Still playing with MythTV and digital media on the side.

blair003

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#741044 7-Jan-2013 13:39

It's a retailer issue. If the retailer (being the telecom branded shop you purchased the device from, not 123) say its a manufacturer issue that's their problem to sort out with the manufacturer. You are not relying on the manufacturer warranty you are relying on the CGA.

If they come back with "water damage" and you never got it wet I would tell the retailer it was not exposed to water and asking the retailer to provide details showing that the water damage indicator was not triggered due to normal use, e.g water vapour in the atmosphere, moisture from hands etc.

In my experience you just need to show you are willing and able to assert your rights, and then you will get action. It sounds like you are able to do that so hopefully you get the repairs for free as the law requires.

openmedia

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#741131 7-Jan-2013 15:40

Been keeping an eye on the status for my ticket. Most recent update is promising

Description: The WO has been escalated to OEM for warranty coverage

Generally known online as OpenMedia, now working for Red Hat APAC as a Technology Evangelist and Portfolio Architect. Still playing with MythTV and digital media on the side.

openmedia

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#742697 10-Jan-2013 10:53

Well some minor progress

Ticket was moved back to a senior technician for further analysis and now is back with the OEM for warranty coverage again.

Fingers crossed.

Generally known online as OpenMedia, now working for Red Hat APAC as a Technology Evangelist and Portfolio Architect. Still playing with MythTV and digital media on the side.

openmedia

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#744394 14-Jan-2013 10:25

Well we're now 2 weeks into the process.

It took a calendar week for the phone to make it to Telegistics and be handed off to a technician.

Steps to date
- Return phone to Telecom Store at Westgate on 31 Dec
- Initial analysis at Telegistics on 7 Jan
- Escalate to OEM for warranty coverage on 7 Jan
- Transferred to a senior engineer for analysis on 9 Jan
- Escalate to OEM for warranty coverage

From experience could anyone provide an estimate on when I might see my phone again?

Generally known online as OpenMedia, now working for Red Hat APAC as a Technology Evangelist and Portfolio Architect. Still playing with MythTV and digital media on the side.

nigelj

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#744411 14-Jan-2013 11:02

openmedia: From experience could anyone provide an estimate on when I might see my phone again?

I was under the impression that their SLA was ~10 Working Days, since the 1st/2nd were complete write off days, the clock really should've started counting from Thursday. Since it didn't get to them until the 7th, you might have to wait unitl next week. A classic example as to why the whole Telegistics process drove me batty when I had issues (they never met the SLAs with my repairs, and just appeared to sit on their hands for ages).

A week to get a phone across Auckland just seems strange, unless Telegistics had a holiday shutdown, and didn't return until the 7th, in which case the Telecom Retail store should've advised you of the delays.

openmedia

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#745710 16-Jan-2013 14:27

Well I had an email update yesterday to confirm Samsung has approved repair.

Current status shows that with luck I'll have the phone by the weekend.

Description:Unit is with Dispatch, waiting to be shipped to the store.

Generally known online as OpenMedia, now working for Red Hat APAC as a Technology Evangelist and Portfolio Architect. Still playing with MythTV and digital media on the side.

openmedia

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#746975 18-Jan-2013 16:55

Well some great news. Phone is back in my hands.

The description of the repair is a little odd.

Fault verified, charging screen shown while pressing power on button, checked internal contacts, battery on mainboard corroted

Replaced sub pcb, send to level 3

mainboard replaced and sw reflashed, test passed

---------------

Now i'm assuming that corroted = corroded. There was nothing obvious when I returned the phone, plus they sent it back with the original battery.

Just off to write a note to Telecom thanking their team at Westgate for their help

Generally known online as OpenMedia, now working for Red Hat APAC as a Technology Evangelist and Portfolio Architect. Still playing with MythTV and digital media on the side.

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