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Topic # 112987 31-Dec-2012 15:29
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Well I've had a fun couple of days trying to get my Galaxy SII working before I caved and tried to return it to the Telecom shop were I signed up to the original contract.

I'd be interested to hear how others have managed to get any Samsung devices on Telecom serviced/repaired under the CGA as this was a bit of a hard slog to resolve.

Phone was provided as part of a 24 month contract on 27th October last year. On Friday I noticed the battery charge wasn't lasting long, then on Saturday realised I appear to have a USB connector issue.
  • Phone shows flashing battery icon when on
  • Battery discharge in 5-6 hours rather than 12+
  • When powered off I have a flashing battery logo
  • Won't provide a data connection over USB
  • Phone won't power on unless on mains + battery.

Checking around this appears to be a well known USB connector failure which can be easily repaired. As the phone is 14 months into a 24 month contract with Telecom I wasn't expecting any issues returning the device. I also called Samsung who confirmed that I should return the phone to Telecom for examination.

Whilst the phone has a standard 12 month warranty I felt this would be a warranty repair based on
  • Time left on Telecom contract phone was provided as part of
  • Consumer Guarantee's Act such that not be sufficient.
  • The nature of the failure

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. The Telecom store stated that they have no responsibilities under the CGA as they are not the manufacturer of the device. After the initial 12 months they are simply the service provided of my mobile connection.

A quick phone call to Samsung confirmed that they aren't allowed to handle Telecom's phones (only Vodafone and 2degrees) and the phone has to be returned via a Telecom store and checked by Telecom's agent (Telegistics). I described the fault in detail and the warranty status of the device. Thankfully the Samsung guys agreed to walk the Assistance Manager at the Telecom store through the process for handling our of warranty returns where Samsung will work with Telegistics on resolving the matter.

So fingers cross I get my phone back for Linux.conf.AU in late January, and meanwhile there are no spare loan phones so I'm getting by on an old Huwaei X1.

If anyone at Telecom has a spare smart phone I can borrow for a couple of weeks that would be greatly appreciated, meanwhile a huge thank you to Kyle at Samsung and Dave at my local Telecom store.

Generally known online as OpenMedia, now working for Red Hat New Zealand as a Solution Architect for all things Linux, Virtual and of course Cloud. Still playing with MythTV and digital media on the side.

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BDFL - Memuneh
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  Reply # 740604 6-Jan-2013 10:51
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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.

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