3 day old XT SIM, phone already broken on network

Forums › Spark New Zealand (including Skinny and BigPipe) › 3 day old XT SIM, phone already broken on network

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#226345 18-Jun-2009 17:17

Thanks, but I won't bug him about it. Hopefully I'll get some resolution from the complaints centre regarding the phone, I'll see how that pans out before griping to anyone else. :-)

tardtasticx

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#226379 18-Jun-2009 18:32

Marmion: If they don't fix it properly, claim under the CGA that its not fit for purpose, has not lasted a reasonable period of time, or something to that effect (hey if it doesn't charge then it doesn't do what it says it does!). You have the right to a full refund/replacement/repair and if they can't repair it don't let them push you around!

You have a dud phone, I've had 4 SE phones over the past 4 years and they've caused me almost zero problems (1 keypad malfunctioned after a year).

In my experience SE phones are pretty sturdy.

if only, i had a sony ericsson w350i, went to about 5 shops to find it, worked for a week then refused to find a signal, they blamed it on my sim, so i brought a new one and same prob ( :@ ) so they sent it away, same thing when i got it back, back 3rd time, doesnt read SIM at all, back again to be repaired, they tried to do a software restore at the store at this point, to which failed and was sent to SE again, they finally gave me a store credit so i got a SE G502 (recomended by first mobile becuase SE has best support around apparently) so i get this phone, it starts restarting itself after the first day, my friend has the same phone and his done the same thing, took it back (i live in wattle downs, auckland BTW and the shop is in New Market, Auckland... not very efficiant) anyways, sent back twice because of same fault, then about 2 weeks later it wouldnt send any txt's or call's even after i took battery out and factory restored it many many times. the end keys paint was also peeling which made the phone an eye sore. so its away now being repaired for the third time, if it isnt fixed this time i really dont know what to do, store policy is 3 repairs and phone gets replaced, but i dont even know if i want a phone with them anymore.... so much for SE phones being sturdy ha?

Marmion

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Master Geek

#226396 18-Jun-2009 18:54

tardtasticx:
Marmion: If they don't fix it properly, claim under the CGA that its not fit for purpose, has not lasted a reasonable period of time, or something to that effect (hey if it doesn't charge then it doesn't do what it says it does!). You have the right to a full refund/replacement/repair and if they can't repair it don't let them push you around!

You have a dud phone, I've had 4 SE phones over the past 4 years and they've caused me almost zero problems (1 keypad malfunctioned after a year).

In my experience SE phones are pretty sturdy.

if only, i had a sony ericsson w350i, went to about 5 shops to find it, worked for a week then refused to find a signal, they blamed it on my sim, so i brought a new one and same prob ( :@ ) so they sent it away, same thing when i got it back, back 3rd time, doesnt read SIM at all, back again to be repaired, they tried to do a software restore at the store at this point, to which failed and was sent to SE again, they finally gave me a store credit so i got a SE G502 (recomended by first mobile becuase SE has best support around apparently) so i get this phone, it starts restarting itself after the first day, my friend has the same phone and his done the same thing, took it back (i live in wattle downs, auckland BTW and the shop is in New Market, Auckland... not very efficiant) anyways, sent back twice because of same fault, then about 2 weeks later it wouldnt send any txt's or call's even after i took battery out and factory restored it many many times. the end keys paint was also peeling which made the phone an eye sore. so its away now being repaired for the third time, if it isnt fixed this time i really dont know what to do, store policy is 3 repairs and phone gets replaced, but i dont even know if i want a phone with them anymore.... so much for SE phones being sturdy ha?

Ouch!
I've had a k600, v800 (still have it, still works, though the keypad started to pack up just before warranty expired), k800 (currently in use), and a C905 which I sorely miss at the moment!
I guess I'm a little biased but I like the SE layout etc. Looking forward to the new phones - 12.1MP touchscreen, or the 8.1MP touchscreen/slider that connects to your PS3 remotely :)

tardtasticx

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#226400 18-Jun-2009 19:01

Marmion:
tardtasticx:
Marmion: If they don't fix it properly, claim under the CGA that its not fit for purpose, has not lasted a reasonable period of time, or something to that effect (hey if it doesn't charge then it doesn't do what it says it does!). You have the right to a full refund/replacement/repair and if they can't repair it don't let them push you around!

You have a dud phone, I've had 4 SE phones over the past 4 years and they've caused me almost zero problems (1 keypad malfunctioned after a year).

In my experience SE phones are pretty sturdy.

if only, i had a sony ericsson w350i, went to about 5 shops to find it, worked for a week then refused to find a signal, they blamed it on my sim, so i brought a new one and same prob ( :@ ) so they sent it away, same thing when i got it back, back 3rd time, doesnt read SIM at all, back again to be repaired, they tried to do a software restore at the store at this point, to which failed and was sent to SE again, they finally gave me a store credit so i got a SE G502 (recomended by first mobile becuase SE has best support around apparently) so i get this phone, it starts restarting itself after the first day, my friend has the same phone and his done the same thing, took it back (i live in wattle downs, auckland BTW and the shop is in New Market, Auckland... not very efficiant) anyways, sent back twice because of same fault, then about 2 weeks later it wouldnt send any txt's or call's even after i took battery out and factory restored it many many times. the end keys paint was also peeling which made the phone an eye sore. so its away now being repaired for the third time, if it isnt fixed this time i really dont know what to do, store policy is 3 repairs and phone gets replaced, but i dont even know if i want a phone with them anymore.... so much for SE phones being sturdy ha?

Ouch!
I've had a k600, v800 (still have it, still works, though the keypad started to pack up just before warranty expired), k800 (currently in use), and a C905 which I sorely miss at the moment!
I guess I'm a little biased but I like the SE layout etc. Looking forward to the new phones - 12.1MP touchscreen, or the 8.1MP touchscreen/slider that connects to your PS3 remotely :)

yeh, i still have my motorola razr v3 (black) and it was purchased in mid jan of 2007 and it still works PERFECT. love it but its to slow for internet and memory isnt great, but it was built to last i rekon, not like phones now days. :D

alvinlee

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Geek

#226415 18-Jun-2009 20:01

Hi,
Having worked for First Mobile for many years, you would have been out of the store with a replacement within about half an hour. This is an OBF, or out of box failure. Most companies (manufacturers) give about 14 days, some 28. We had 1 person who would check all OBF problems, if it was obvious, it would be replaced. I can't see any reason why yours wasn't. Unless the store didn't have any stock. But even then, it should only be next day. It seems Telecom havn't upped the service level now they have gone to WCDMA. Same service, same company, different name.

Loismustdye

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#226422 18-Jun-2009 20:32

alvinlee: Hi,

Having worked for First Mobile for many years, you would have been out of the store with a replacement within about half an hour. This is an OBF, or out of box failure. Most companies (manufacturers) give about 14 days, some 28. We had 1 person who would check all OBF problems, if it was obvious, it would be replaced. I can't see any reason why yours wasn't. Unless the store didn't have any stock. But even then, it should only be next day. It seems Telecom havn't upped the service level now they have gone to WCDMA. Same service, same company, different name.

Thats what I would have expected, being the phone was only 2 days old, not misused or damged at all.
As to having stock in store they had five on monday, and whilst there today I viewed the manager setting up 2 w995a's to charge and so on.
thou up till this point I have to say the service I'd received from Tcom was better than what I'd had on VF for the 6-8 years prior to that. (only been on tcom less than 2 years).

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tardtasticx

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#226426 18-Jun-2009 20:45

Loismustdye:
alvinlee: Hi,

Having worked for First Mobile for many years, you would have been out of the store with a replacement within about half an hour. This is an OBF, or out of box failure. Most companies (manufacturers) give about 14 days, some 28. We had 1 person who would check all OBF problems, if it was obvious, it would be replaced. I can't see any reason why yours wasn't. Unless the store didn't have any stock. But even then, it should only be next day. It seems Telecom havn't upped the service level now they have gone to WCDMA. Same service, same company, different name.

Thats what I would have expected, being the phone was only 2 days old, not misused or damged at all.
As to having stock in store they had five on monday, and whilst there today I viewed the manager setting up 2 w995a's to charge and so on.
thou up till this point I have to say the service I'd received from Tcom was better than what I'd had on VF for the 6-8 years prior to that. (only been on tcom less than 2 years).

I'm guessing one reason is because with telecom you dont have to pay to get support for stuff you pay for?

revolushn

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#226510 19-Jun-2009 00:26

wouldn't it be nice if, like stamps etc; the one in a thousand faulty one was worth twenty times as much?

zCelicaDude

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#226546 19-Jun-2009 08:16

Hey to the original poster,

Me and my father both have SE W705a's, and both did exactly the same thing yours did, the phones worked fine for a couple of days (2) then when trying to connect to wifi, it wouldnt work, so we turned the phones off then back on, wifi worked but the phones said sim registration failed, and no matter what we did, we couldnt get the phone to work again, but the wifi still functioned.

Anyways, I took my phone in when i could into the store i got it from, in this case, Orb in penrose, and they said the same thing you got told (has to be sent away to a repair centre and blah blah) my argument to that, was my phone was only 3 days old, and if you had bought a new tv then it died, they wouldnt give u a loan tv, they would replace it with another new one.

That said I did get a new phone replaced straight away, otherwise i would have been stuck with a crappy phone also for a week or 2.

My father also did the same thing as me and his got replaced too, both got classed as out of box failure.

Our new W705a's seem to be awesome and mine has been working now perfectly fine for about 3 weeks.

Loismustdye

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#226577 19-Jun-2009 09:47

THanks, at least I know someone else has had issues.
Still havent heard anything from the complaints dept. as of yet.

So when they gave you a new phone was it straight away, or was it after the phone had been sent for repair? Cheers

zCelicaDude

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#226584 19-Jun-2009 09:59

Hey, I got my phone on the launch day (the friday) it became faulty on the sunday, went in Tuesday morning (as that monday was a public holiday) and demanded a new phone due to it being 3-4 days old.

There is a 7 day explict warrenty cover thingy for these kinds of issues... They still did however, try to say they needed to send the phone away, and I would be given a loan phone... but I didn't want a loan phone, I wanted a new phone, so I demanded it, (being a consumer, i want the nice $600 device i paid for, not a loan device for an obvious out of box failure..)

so yeah i just demanded the new phone, and legally they had to give it to me.

Scott

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nzbnw

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Spark NZ

#226593 19-Jun-2009 10:15

zCelicaDude:

There is a 7 day explict warrenty cover thingy for these kinds of issues...

....so yeah i just demanded the new phone, and legally they had to give it to me.

Scott

/Rant

I think your referring to what is known as a 7 day right of return (ROR). It is however NOT a right when you purchase an item from a retail store or an auction (online such as Trade Me or otherwise). This only applies to call centres and door to door sales.

So yea you demanded a new phone, they may have given it to you, but they didn't have to LEGALLY.

/Rant over

nzbnw

PS: @ alvinlee... "CDMA why would you?" - I think it would be better "GSM why would you" considering it is a TDMA technology :)

Loismustdye

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#226599 19-Jun-2009 10:31

Just spoke to the complaints line, where the call person referred to the 7 day right of return and that after only a few days that she could see my POV.
They'll make contact later on today with some sort of result once she has looked into things further.

neverland

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Geek

#226621 19-Jun-2009 11:21

Be careful about the moisture thing, I've repaired 2 cellphones recently a telecom nokia 6155 and a vodafone N95 that came back from their respective repair centers with paperwork saying due to moisture damage they couldn't be repaired under warranty. I've been designing, building and repairing electronics for a long time and I know what moisture damage looks like, neither phone had any evidence of it (in fact once opened both phones looked flawless). The N95 was a software problem and a simple reflash fixed it, the 6155 had a slightly loose smd connector that just required reseating, both repairs took less than 30 minutes.
I'd hate to suggested that either company was using the mositure damage clause to reduce their repair work load or to force customers to purchase new phones. I also don't like thinking how many of these phone are being binned when they can be fixed so easily.

Loismustdye

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#226651 19-Jun-2009 12:22

Jusy spoke to complaints again, my only recourse is to lodge an official complaint with the manager at the store involved, as they are able to send a phone that is obviously faulty (after 2-3 days) away for repair rather than replacement.

So Kinda pissed off with the whole thing, debating about demanding disconnection and then reconnection to CDMA till August as at this point I am not happy giving any money to telecom. (I shall be directing my landline/broadline to another supplier directly as a result of this, irrespective of whether its a store or telecom issue).

Unimpressed with whats happened, will def not be reccomending XT or telecom in future, a 2-3 day old good should be replaced if faulty regardless of the problem.

AS to the moisture argument, I am covered under the CGA etc, if the phone succumbs to moisture damage after only a short period of use with no exposure to rain/water etc then the good is not suited for use as a mobile due to its lack of durabilty or some such, and hence the phone will be replaced.

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