I saw a letter in our local paper today that I think should be publicised here. Unfortunately I have no way of contacting the writer to get permission to re-post so I will paraphrase instead.

The issue has to do with Spark mobile phone battery replacements. The writer depends on a mobile phone for medical emergency support and points out that others also rely on these for medical and emergency situations. The writer’s battery died, apparently before it should have, but in spite of pointing out that the phone was needed for medical emergencies, the local Spark branch could not replace it and said it would take five days over the weekend to order a new one.

After making clear that the phone was needed for medical emergencies, the writer asked for a loaner phone or battery replacement while the battery was being ordered, but was refused. The writer says two other outlets were tried, but the cost was prohibitive.

The writer says both outlets said the battery could have exploded at any time but Spark did not warn of this. The battery was 12 months old and had only experienced moderate use, mainly for texting.

The writer asks why Spark cannot keep a spare battery in stock for these situations, or why one could not have been couriered to the shop for pick-up. The writer says Spark customer service was utterly lacking. Apparently no battery was to be had in either Hastings or Napier, the towns within reach of the writer.

I have no way of verifying this story. I am merely reporting what was in the letter. If it is true, though, I think it is a matter of concern and should be replied to by Spark.