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12 posts


# 113739 26-Jan-2013 16:13
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Short Summary: The Lower Hutt Telecom Store sold me a nano sim when I specifically asked for a micro sim. The nano sim damaged my new Galaxy Note II, so I am unable to make calls with it. The Lower Hutt Telecom Store is not taking responsibility for their mistake and trying to shift all the blame onto me.

Last week I went to the Lower Hutt Telelcom store to look at switching from 2 Degrees to Telecom. I specifically told the sales assistant that I wanted a micro sim for my Galaxy S II and for my Galaxy Note II, which was arriving soon. But instead giving me a micro sim, she gave me a nano sim. This nano sim was annoying because it kept popping out of its micro sim adapter.

Anyway I put it into my existing phone, which is a Galaxy S II and everything worked fine. However just yesterday I received my new Galaxy Note II. I took the nano sim out of my SII and gently put it into the Galaxy Note II. But after it was about half way into the sim slot, the nano sim came out of its adapter. So I gently pulled it out, but unfortunately 3 very small pieces of wire got dragged out with it. They were about less than half a cm each. I put the nano sim back in its adapter and tried again. This time it slid inside without any problems. I turned the phone on, but it said no sim card detected. I then called Telecom and the woman on the phone said she was really surprised that I had been given a nano sim, and that if I took it back to the store I brought it from, they should fix my phone for me.

So I drove all the way out to the store and spoke to the same girl who had sold me the wrong sim card. I told her what had happened, and she tried her college's micro sim in the Note II. It still said no sim card detected. She then went over to talk to talk to about 3 of her colleagues. Then she walked back to me after about 15 mins and said they could not fix it because the problem did not happen in the store, it is not a Telecom phone, and also because I took the sim card out when it popped out of its adapter rather than taking it directly back to the store. Basically there was no way they were going to accept any responsibility even though they sold me the wrong sim card. I was furious, but because I'm a shy person, I just walked away.

Today I called up Telecom support and they said I would have to sort it out between the Lower Hutt Store. I then phoned the Lower Hutt store and I got to speak to the manager, and he made it very clear they were not going to fix it and it was all my fault.  I'm wondering what I should do now? It will cost over $100 to get it repaired, and the warranty won't really cover this issue. My friend has suggested I take the store to the Disputes Tribunal. But I don't think I have enough confidence to go through the whole process. I tried logging a complaint against the store via Telecom's complaint line, but that didn't go anywhere. Even though the store is independently owned and operated, I partly blame Telecom itself for not helping with my complaint against the store.

Anyway something I think we can all learn from this is to never use a nano sim in a Galaxy Note II, because the Note II's sim slot isn't as thin, making it easy for the nano sim to slip out of it's adapter.

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12 posts


  # 752798 29-Jan-2013 17:27
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Hi Everyone,

I've got some really good news. I spoke to the store manager again today and we managed to come to an agreement. My new cell phone will now get fixed and the store manager has restored my faith in his business. I am really happy now and will definitely be staying with Telecom :-)

To all those who helped me with this issue, thank you very much!

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