My rights as a consumer , I am going in circles with telecom.

Forums › Spark New Zealand › My rights as a consumer , I am going in circles with telecom.

Mspec

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Topic # 142650 19-Mar-2014 17:55

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So I am going in circles here with a galaxy S4 purchased at a telecom store which is now 1 year old. 3 months ago i started getting calls dropping out on my phone on a random basis (regularly) as well as the message coming up sim has been removed insert sim. I took it back to where I purchased it and they sent it away under warranty, it was sent back with the techs saying they could find nothing wrong with it. Less than 2 hours of having it back I started having the same problems so took it back again and again it was sent away and again they could find nothing wrong but replaced the sim module just in case.
I have now had the phone back for about a week and again it is doing the same thing with the calls dropping out all the time (no sim eror yet). I took it back again today and this time they have changed the sim card.
I tried to argue the point that both times it has been sent away that the current sim was used in a loner phone of which I had no problems with what so ever how ever I could not persuade her.
If it does it again I don't really know what to do as its a random fault with the calls dropping and cannot be just re created on the spot.
So far I have had to take 7 hours off of work and spent more than 5 hours on the phone to telecom when the calls drop out.

I can understand that when it has been sent away that they can not find anything wrong with it but that does not mean that this fault is not happening. Does anybody know of an app that can log dropped calls ?? . I could put them on to 20 people who when they ring me or I am talking to them the call drops out.

If this sim change does not work what can I do ??

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Reply # 1009339 19-Mar-2014 20:43

This sounds EXACTLY like the issue my Dad has been having with his S3. We knows its the phone because my Mum has an S3 on Telecom too and no issues. They have done all the same things but will not (for unknown reasons) replace the phone. They even sent it in to get repaired and replaced the motherboard or some other major component. I'm not sure why they just won't give him a new phone.

skewt

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Reply # 1009356 19-Mar-2014 20:57

We have had big issues at work with S3 Minis on telecom dropping calls, usually about a minute into the conversation

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sdav

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Reply # 1009362 19-Mar-2014 21:09

It's always situational depended but I think you are getting to the stage where you can start asking for a refund or replacement. The hard part is you can't reproduce the fault. I'm interested to see how you go on this.

Mspec

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Reply # 1009373 19-Mar-2014 21:24

skewt: We have had big issues at work with S3 Minis on telecom dropping calls, usually about a minute into the conversation

Sometimes I don't even get to 20 seconds before it cuts out. On trying to make a call sometimes it takes up to 15 seconds before the call will even start ringing (i guess connecting to the network ??) then some times it won't even do that and the call won't even start. Once again though this is random.
I am lost as what to do because of this randomness that is why I was asking if there is any sort of logging diagnostics app so I can prove this is happening.

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blakamin

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Reply # 1009377 19-Mar-2014 21:30

Have you tried samsung directly?

sdav

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Reply # 1009382 19-Mar-2014 21:32

Presso:
skewt: We have had big issues at work with S3 Minis on telecom dropping calls, usually about a minute into the conversation

Sometimes I don't even get to 20 seconds before it cuts out. On trying to make a call sometimes it takes up to 15 seconds before the call will even start ringing (i guess connecting to the network ??) then some times it won't even do that and the call won't even start. Once again though this is random.
I am lost as what to do because of this randomness that is why I was asking if there is any sort of logging diagnostics app so I can prove this is happening.

Are you rural?

sdav

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Reply # 1009385 19-Mar-2014 21:35

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Would this work? You could log the drops and show Telecom to see if it is an issue with their network?

Mspec

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Reply # 1009388 19-Mar-2014 21:38

No I have not tried Samsung directly yet , Trying this sim is my last option from telecom from there I do not know what they are going to do.

No not rural I live in a cbd area

I have a simialr app to that but could try that as well , the more information I can gather the better.

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Mspec

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Reply # 1009390 19-Mar-2014 21:42

sdav: Would this work? You could log the drops and show Telecom to see if it is an issue with their network?

I have lots of other people at my place of work who have no problems at all and are with telecom and have a verious range of phones including S4's with no problems and the missus although has a iphone 3gs has no problems either so I am guessing the network is ok.

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blakamin

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Reply # 1009391 19-Mar-2014 21:45

I went directly to samsung when we had 2 S3s die within a month... they sent me to their repairer and they were both fixed with no issue. They were going to send me courier bags, but we went straight to the repairer with a order number. Not sure how this would go in NZ (I'm in adelaide)
Might be worth a crack though.

plambrechtsen

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Reply # 1009494 20-Mar-2014 00:21

Sounds strange to me but the best is to go back in store and continue to complain to them.

I can follow up and see what's going on via Telegistics but firstly a sim-swap should be done, and checked the battery.

Otherwise a video of the phone showing it rebooting or dropping calls is always handy (such as this little gem I took)

Which my neighbour was having no end of trouble getting Vodafone to accept it was a fault until I took a video of it when I could duplicate the issue.

Mspec

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Reply # 1009527 20-Mar-2014 06:20

plambrechtsen: Sounds strange to me but the best is to go back in store and continue to complain to them.

I can follow up and see what's going on via Telegistics but firstly a sim-swap should be done, and checked the battery.

Otherwise a video of the phone showing it rebooting or dropping calls is always handy (such as this little gem I took)

Which my neighbour was having no end of trouble getting Vodafone to accept it was a fault until I took a video of it when I could duplicate the issue.

Will see how this sim goes and if I still have the problem will take it back again. The manager at the store said its then the area managers job to deiced what to do next. Might through on a call recording app so that they can hear when people are dropping out ??,

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kieran21

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Reply # 1009793 20-Mar-2014 12:40

Presso:
plambrechtsen: Sounds strange to me but the best is to go back in store and continue to complain to them.

I can follow up and see what's going on via Telegistics but firstly a sim-swap should be done, and checked the battery.

Otherwise a video of the phone showing it rebooting or dropping calls is always handy (such as this little gem I took)

Which my neighbour was having no end of trouble getting Vodafone to accept it was a fault until I took a video of it when I could duplicate the issue.

Will see how this sim goes and if I still have the problem will take it back again. The manager at the store said its then the area managers job to deiced what to do next. Might through on a call recording app so that they can hear when people are dropping out ??,

Do calls always consistently drop in all areas or is it just one area like home or work? Have you tested in multiple areas?

plambrechtsen

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Reply # 1009799 20-Mar-2014 12:46

Presso:
plambrechtsen: Sounds strange to me but the best is to go back in store and continue to complain to them.

I can follow up and see what's going on via Telegistics but firstly a sim-swap should be done, and checked the battery.

Otherwise a video of the phone showing it rebooting or dropping calls is always handy (such as this little gem I took)

Which my neighbour was having no end of trouble getting Vodafone to accept it was a fault until I took a video of it when I could duplicate the issue.

Will see how this sim goes and if I still have the problem will take it back again. The manager at the store said its then the area managers job to deiced what to do next. Might through on a call recording app so that they can hear when people are dropping out ??,

Personally taking a video is the best (well I think it is :)... If you have another phone, put your phone on speaker phone, talk away and watch the call drop out. Very little ambiguity in that.

Mspec

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Reply # 1009927 20-Mar-2014 15:23

kieran21:
Presso:
plambrechtsen: Sounds strange to me but the best is to go back in store and continue to complain to them.

I can follow up and see what's going on via Telegistics but firstly a sim-swap should be done, and checked the battery.

Otherwise a video of the phone showing it rebooting or dropping calls is always handy (such as this little gem I took)

Which my neighbour was having no end of trouble getting Vodafone to accept it was a fault until I took a video of it when I could duplicate the issue.

Will see how this sim goes and if I still have the problem will take it back again. The manager at the store said its then the area managers job to deiced what to do next. Might through on a call recording app so that they can hear when people are dropping out ??,

Do calls always consistently drop in all areas or is it just one area like home or work? Have you tested in multiple areas?

Calls do it at work and at home but I am pretty sure I am covered by the same cell site at home as its very close to work. I have been to other places and not had the problem but then again because it is random it is hard to tell.

I don't have another phone to video but have a call logging (recording) app now installed which will hopefully pickup the breaking up of the voice leading to the cut out and me saying are you there are you there like I have been doing.

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