Sour experience with Spark.

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151 posts

Master Geek

#1618090 26-Aug-2016 20:08

I think that's a bit unfair. Although GZ isn't a direct channel to Spark, the community nature means its a great way to get an answer from members here including the great representatives for the different companies too.

Traditional ways of contacting companies have changed so much in recent years, I don't see GZ being that much different to contacting via Twitter, Facebook etc except you get the added benefit of the community support too.

JasonParis

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#1618096 26-Aug-2016 20:38

Tough crowd Eracode! The replacing of the phone isn't something new - we do that when ever there is an out of box failure. Unfortunately the team didn't follow this for some reason here so I was happy to help out.

When we drop the ball we want to put it right - regardless of what channel we hear it through...but I'll admit that I'm glad that it wasn't through Fair Go!

Jason Paris

networkn

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#1618108 26-Aug-2016 21:57

JasonParis: Tough crowd Eracode! The replacing of the phone isn't something new - we do that when ever there is an out of box failure. Unfortunately the team didn't follow this for some reason here so I was happy to help out.

When we drop the ball we want to put it right - regardless of what channel we hear it through...but I'll admit that I'm glad that it wasn't through Fair Go!

Don't worry, Fair go wouldn't be interested unless they could see a pattern of systemic and intentional avoidance of consumer rights. In this case I don't believe one exists!

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#1618109 26-Aug-2016 21:58

eracode:

JasonParis:

Hi there,

Jason Paris - CEO of Home, mobile and business at Spark. The experience that you have had with us isn't good enough. Although this is an issue with Samsung's device - as our customer, it is on us to sort it for you. An issue within 7 days is pretty much an out of the box failure - and you should have been given a new phone (as long we it's clear you haven't dropped it from a second story building or similar!)

Drop me a note at jason.paris@spark.co.nz with your details and I'll get you a new phone now.

Sorry about this - it's definitely not how we operate and I'll ensure that team are clear on how to handle these in the future.

Jason

Go J P! But for someone who didn't have nous to post on GZ, they would just have had to accept this treatment.

I'm always pissed off by organisations that treat customers poorly - then someone like Fair Go (or GZ) get involved and they start taking it seriously and do a mea culpa about-face and act all reasonable.

I think you might be being harsh here, there is no evidence this is the default, and JP has already alluded to the fact this is a training issue, rather than a policy issue. Mistakes happen, and it's been put right.

MikeB4

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#1618129 26-Aug-2016 22:43

eracode:
JasonParis:

Hi there,

Jason Paris - CEO of Home, mobile and business at Spark. The experience that you have had with us isn't good enough. Although this is an issue with Samsung's device - as our customer, it is on us to sort it for you. An issue within 7 days is pretty much an out of the box failure - and you should have been given a new phone (as long we it's clear you haven't dropped it from a second story building or similar!)

Drop me a note at jason.paris@spark.co.nz with your details and I'll get you a new phone now.

Sorry about this - it's definitely not how we operate and I'll ensure that team are clear on how to handle these in the future.

Jason

Go J P! But for someone who didn't have nous to post on GZ, they would just have had to accept this treatment.

I'm always pissed off by organisations that treat customers poorly - then someone like Fair Go (or GZ) get involved and they start taking it seriously and do a mea culpa about-face and act all reasonable.

In the words of Allan Martin ( L V Martin & Son fame) it's the putting right that counts.

benokobi

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#1618150 26-Aug-2016 23:57

Their procedures are ridiculous. They wanted 50 dollars deposit and the charging brick when my cable didn't work out of the box on my note 5.

When I refused they tell me the only cables capable of fast charging available in NZ are spark micro USB cables.

tripp

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#1618165 27-Aug-2016 07:27

I had the same issue with the same store about 18 months ago

Got a z3 compact on a thursday or friday afternoon, took it home charged it up and the phone would drain the battery so fast (I could sit there for 5 minutes just watching the percentage amount drop 5 - 6% this is with the battery saver on as well). Reset the device a couple of times and left it for a day or 2 to see if it got better, by tuesday I was over it, had to charge it 2 or 3 times a day (where sony would say a 2 day battery). When to albany who said they can't do anything as it was from sylvia park store so came hold contacted spark who said I had to go to the store at sylvia park. So off i went again to Sylvia park, they did their test which was putting in a draw for an hour and told me to go look around the mall. Get back and it had dropped 2% while doing nothing (with battery saver on). I asked the guy at the store if he had been using it and he said no he had just left it in the draw and he can't see anything wrong with it. I pointed out again that you should not need to charge it 2 / 3 times a day and have it drop 5% in 5 minutes when reading something on it with chrome. The phone was 5 days old and within their 7 day policy. He still told me they had to send it away and it would be a couple of weeks to get it back.

So in the end I ended up yelling at some manager at spark HQ who then told the spark store to cancel the interest free deal and refund me for the screen protector I had on it. When I asked them about getting another phone they just gave me a blank look and said i need to sort that out with the guy at spark HQ, So I ended leaving the store with just a sim card and no phone. Contacted the manager at spark HQ who said I could get another phone on interest free deal but not a sony device (which is what i wanted). Went to JB hifi and picked up another sony compact, took that home, charged it up and the battery would lasted me almost 2 days without charging after the first charge. I then sent a email to the guy @ spark HQ I was dealing with telling him that the z3 compact from JB hifi (a spark model as well) had no issue with the battery life etc, never got a reply or a sorry for stuffing you around.

If there is a policy for a 7 day return of a phone then they need to have test in place that customers can show people in store to get it swapped out for a replacement and not this default line of "we need to send it away". It sucks getting a NEW device that has an out of the box issue and being told it can't be replaced and that it has to be fixed. I purchased a NEW phone, I expect it to work like it should.

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Rikkitic

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#1618269 27-Aug-2016 10:54

networkn:

Fantastic Jason, really outstanding job of taking responsibility. You've really impressed me with your 5 posts!

Echo that. I'm usually fairly cynical about dealings with big corporates, though I do try to give them the benefit of the doubt, but this is definitely a sterling example of how it should be done. May it be the start of a new trend in customer service.

Plesse igmore amd axxept applogies in adbance fir anu typos

n00dy

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#1619105 29-Aug-2016 13:31

tripp:

If there is a policy for a 7 day return of a phone then they need to have test in place that customers can show people in store to get it swapped out for a replacement and not this default line of "we need to send it away". It sucks getting a NEW device that has an out of the box issue and being told it can't be replaced and that it has to be fixed. I purchased a NEW phone, I expect it to work like it should.

Actually the time frame for Spark Supplied devices is " Early Life failure is defined as: the phone or accessory developing a fault post sale but within 14 days of original sale"

It needs to be returned via the store of purchase ( however there is an exemption when they device was bought via a spark call centre or spark website)

Usually the Manager or assistant manger verify that it meets the Early Life failure criteria, no outward sign of damage, the fault can be replicated in store, the device is returned in original box with all the packaging and accessories and the customer has the proof of purchase. If all these are met, and that isn't that hard, they have the authority to replace on the spot.

Normally its the keeping of all the box and internal packaging and accessories that is the biggest issue.

trig42

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#1619156 29-Aug-2016 14:41

n00dy:

tripp:

If there is a policy for a 7 day return of a phone then they need to have test in place that customers can show people in store to get it swapped out for a replacement and not this default line of "we need to send it away". It sucks getting a NEW device that has an out of the box issue and being told it can't be replaced and that it has to be fixed. I purchased a NEW phone, I expect it to work like it should.

Actually the time frame for Spark Supplied devices is " Early Life failure is defined as: the phone or accessory developing a fault post sale but within 14 days of original sale"

It needs to be returned via the store of purchase ( however there is an exemption when they device was bought via a spark call centre or spark website)

Usually the Manager or assistant manger verify that it meets the Early Life failure criteria, no outward sign of damage, the fault can be replicated in store, the device is returned in original box with all the packaging and accessories and the customer has the proof of purchase. If all these are met, and that isn't that hard, they have the authority to replace on the spot.

Normally its the keeping of all the box and internal packaging and accessories that is the biggest issue.

But, that shouldn't be an issue. What I used to do working with small appliances and ELF/OBF (I worked in appliance retail in the days of BellSouth and 025 phones - they were pretty reliable) was to give the customer back what they walked in with. Just taking another one from stock, and ensuring that a full box was left with me for return to supplier. So, in this case if the customer comes back without the box, or cable, take them from the new one.

n00dy

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#1619187 29-Aug-2016 15:36

trig42:

n00dy:

tripp:

If there is a policy for a 7 day return of a phone then they need to have test in place that customers can show people in store to get it swapped out for a replacement and not this default line of "we need to send it away". It sucks getting a NEW device that has an out of the box issue and being told it can't be replaced and that it has to be fixed. I purchased a NEW phone, I expect it to work like it should.

Actually the time frame for Spark Supplied devices is " Early Life failure is defined as: the phone or accessory developing a fault post sale but within 14 days of original sale"

It needs to be returned via the store of purchase ( however there is an exemption when they device was bought via a spark call centre or spark website)

Usually the Manager or assistant manger verify that it meets the Early Life failure criteria, no outward sign of damage, the fault can be replicated in store, the device is returned in original box with all the packaging and accessories and the customer has the proof of purchase. If all these are met, and that isn't that hard, they have the authority to replace on the spot.

Normally its the keeping of all the box and internal packaging and accessories that is the biggest issue.

But, that shouldn't be an issue. What I used to do working with small appliances and ELF/OBF (I worked in appliance retail in the days of BellSouth and 025 phones - they were pretty reliable) was to give the customer back what they walked in with. Just taking another one from stock, and ensuring that a full box was left with me for return to supplier. So, in this case if the customer comes back without the box, or cable, take them from the new one.

That no longer works as the manufacturer now checks to see if the IMEI on the box and the IMEI on the device match what is being returned.

trig42

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#1619192 29-Aug-2016 15:49

Ahh, OK. Makes (some) sense.

1101

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#1619561 30-Aug-2016 11:38

to be fair, some manufacturers & distributors will not allow DOA swap outs . ever .
In that case the retailer is stuck in the middle , caught on one side by the CGA & the other by distributors who wont compromise

Ive had this myself, as a retailer (IT) . DOA goods straight out of the box , we(the retailers) are stuck, as it has to be sent back & then tested/evaluated & wait for credit or replacement
3-5 day delay (when we promised our customer the goods the next day) , even for goods DOA out of the box, that never left the shop.

richms

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#1619567 30-Aug-2016 11:46

1101:

to be fair, some manufacturers & distributors will not allow DOA swap outs . ever .
In that case the retailer is stuck in the middle , caught on one side by the CGA & the other by distributors who wont compromise

Ive had this myself, as a retailer (IT) . DOA goods straight out of the box , we(the retailers) are stuck, as it has to be sent back & then tested/evaluated & wait for credit or replacement
3-5 day delay (when we promised our customer the goods the next day) , even for goods DOA out of the box, that never left the shop.

Thats the risk that retailers take when retailing. Have to take the loss on the DOAs etc.

Richard rich.ms

zhuyan

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Master Geek

#1619592 30-Aug-2016 12:25

My two cents:

We used to get all our iPhones from a local store who is an agent for Vodafone. The policy then was within 14days of purchase, if the device (iPhone) is found faulty then a full replacement of a brand new device is in place. I have myself experienced one such case and no issues at all as I got a brand new replacement phone on the spot. However I don't know whether that policy applies to other brands?

The way I see what happened in this post - that particular Spark store did a poor job when it came to customer service. Then Jason did what's in his capacity to put things right. Good on him and good on Spark on having people like him.

If it were me, I WOULD continue to deal with Spark as a whole when it comes to telecommunication requirements; but I WON'T deal with that particular store anymore for future business for its poor customer service.

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