[RECALL] Spark announces immediate recall of power back-up packs supplied with wireless landline phone kits

Forums › Spark New Zealand (including Skinny and BigPipe) › [RECALL] Spark announces immediate recall of power back-up packs supplied with wireless landline phone kits

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SirHumphreyAppleby

2847 posts

Uber Geek

#2291336 7-Aug-2019 07:15

snnet:

I wonder why they've so definitively announced they won't be replacing the UPS's then?

Because the number of customers who push for a resolution will be small.

I am moving our last landline to VoIP in the next few weeks. I'm not a wireless landline user, but I'd definitely be expecting a resolution if I were.

I note the applicable terms were updated on August 4 due to the recall (this is explicitly stated), but there is only a link to earlier terms is only for those prior to 22 March 2019. Both available versions state there is no service in the event of a power failure, however it's unclear how those terms were varied with the UPS installed. They clearly were, otherwise it wouldn't be necessarily to alter them.

Personally, I would take the approach that this is a power failure, caused by faulty hardware. The terms state the modem (sic) requires mains power but the service will not be available in the event of power failure. The USP guards against power failure. Without this protection, the service is materally different from what was offered.

snnet

1410 posts

Uber Geek

#2291886 7-Aug-2019 19:30

SirHumphreyAppleby:

snnet:

I wonder why they've so definitively announced they won't be replacing the UPS's then?

Because the number of customers who push for a resolution will be small.

I am moving our last landline to VoIP in the next few weeks. I'm not a wireless landline user, but I'd definitely be expecting a resolution if I were.

I note the applicable terms were updated on August 4 due to the recall (this is explicitly stated), but there is only a link to earlier terms is only for those prior to 22 March 2019. Both available versions state there is no service in the event of a power failure, however it's unclear how those terms were varied with the UPS installed. They clearly were, otherwise it wouldn't be necessarily to alter them.

Personally, I would take the approach that this is a power failure, caused by faulty hardware. The terms state the modem (sic) requires mains power but the service will not be available in the event of power failure. The USP guards against power failure. Without this protection, the service is materally different from what was offered.

I don't know if Spark would just decline to replace it if it's supposedly in some form in the kiwi share agreement or some other legislation that they must provide a similar backup service just because not many people will kick up a stink though?

Bung

6489 posts

Uber Geek

Subscriber

#2291936 7-Aug-2019 21:44

On Saturday Stuff reported "Spokeswoman Cassie Arauzo said customers were not charged for the wireless landline kits, but Spark had decided to pay $99 in compensation to customers who installed them as it was "the right thing to do".

"We will be making a credit to customers, which represents the approximate retail value of the power back-up unit.""

The Spark recall notice on their own site doesn't appear to have been updated to include this. Whether having $99 credit on your Spark account is any help paying for your own replacement is another question.

richms

28191 posts

Uber Geek

Trusted

Lifetime subscriber

#2291961 8-Aug-2019 00:14

sbiddle:

Switching back to copper is always an option.

For now it is, but perhaps they want to delay the complaints till it is no longer an option in the UFB areas to move back to copper?

Richard rich.ms

Neeks

2 posts

Wannabe Geek

#2292242 8-Aug-2019 12:46

Well - if they are offering a credit, that is good - because you can buy a decent replacement for $70. But, unless you have a clued up tech person willing to help, not sure that many people will bother to figure that out and purchase one.

The update to the Ts & Cs are weird - I can't believe the old Ts & Cs stated no service in the event of power failure - didn't think to check that out before they did their 'update'.

Oh well, my neighbour is sorted, got her a replacement UPS - and if Spark are actually going to pay the $$$ then, I guess there's not much to complain about really...

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