Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.
View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 
31 posts

Geek
+1 received by user: 43

Trusted
Spark NZ

  Reply # 1433372 23-Nov-2015 16:04
3 people support this post
Send private message

Rikkitic: 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.



Hi Rikkitic,

We saw the letter to the editor as well, and the regional manager has discussed it with store staff and the store manager, and unfortunately we don't have the full backstory so we aren't able to really say what happened. More broadly though, we are concerned about the customer's experience. We do have loan phones available in-store and we make them available to people who need them, depending on stock (there is also a $150 bond for prepaid customers).

Ranging spare batteries is not really possible. We would have sold hundreds of different models of phones over the last couple of years and keeping a supply of them in stock would be complex and time consuming. As the letter mentioned, we can order in new batteries, taking about three business days, which is a pretty standard time frame for those kinds of things. We can also send phones off for repair, should that option be required, and the timeframe can differ depending on the problem with the device. 

We’re also concerned the customer was advised by third parties that her battery “could have exploded at any second”. As you guys will know, those kinds of events are extremely rare, with billions of Li-ion cells being produced every year for a wide range of devices, and we are not sure what the basis of that advice was. Obviously if the battery is pierced or damaged in any way, we'd expect our staff to tell the customer the risks of using it and try to get a solution.

We want to make sure that we've followed all the right processes here, so we've reached out to the paper to hopefully print a response, advising the customer to head back in store to discuss the matter with the manager. 

Cheers!

Sam




We are Spark. We're about delivering what our customers want: Mobility, data, music, internet TV, cloud services, and much more.

Web: spark.co.nz | sparknz.co.nz
Facebook: fb.com/spark4nz
Twitter: @sparknz | @sparknzltd
Broadband: 0800 22 55 98
Mobile: 0800 800 163 | *123
General: 0800 800 123 | 123
Media enquiries: 0800 222 412




7360 posts

Uber Geek
+1 received by user: 3450

Subscriber

  Reply # 1433379 23-Nov-2015 16:14
Send private message

Good response. Well done.





I reject your reality and substitute my own. - Adam Savage
 


1 | 2 
View this topic in a long page with up to 500 replies per page Create new topic

Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Cove sells NZ's first insurance policy via chatbot
Posted 25-Jun-2018 10:04


N4L helping TAKA Trust bridge the digital divide for Lower Hutt students
Posted 18-Jun-2018 13:08


Winners Announced for 2018 CIO Awards
Posted 18-Jun-2018 13:03


Logitech Rally sets new standard for USB-connected video conference cameras
Posted 18-Jun-2018 09:27


Russell Stanners steps down as Vodafone NZ CEO
Posted 12-Jun-2018 09:13


Intergen recognised as 2018 Microsoft Country Partner of the Year for New Zealand
Posted 12-Jun-2018 08:00


Finalists Announced For Microsoft NZ Partner Awards
Posted 6-Jun-2018 15:12


Vocus Group and Vodafone announce joint venture to accelerate fibre innovation
Posted 5-Jun-2018 10:52


Kogan.com to launch Kogan Mobile in New Zealand
Posted 4-Jun-2018 14:34


Enable doubles fibre broadband speeds for its most popular wholesale service in Christchurch
Posted 2-Jun-2018 20:07


All or Nothing: New Zealand All Blacks arrives on Amazon Prime Video
Posted 2-Jun-2018 16:21


Innovation Grant, High Tech Awards and new USA office for Kiwi tech company SwipedOn
Posted 1-Jun-2018 20:54


Commerce Commission warns Apple for misleading consumers about their rights
Posted 30-May-2018 13:15


IBM leads Call for Code to use cloud, data, AI, blockchain for natural disaster relief
Posted 25-May-2018 14:12


New FUJIFILM X-T100 aims to do better job than smartphones
Posted 24-May-2018 20:17



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.