Geekzone: technology news, blogs, forums
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

+1 received by user: 43

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. 



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

Web: |
Twitter: @sparknz | @sparknzltd
Broadband: 0800 22 55 98
Mobile: 0800 800 163 | *123
General: 0800 800 123 | 123
Media enquiries: 0800 222 412

5574 posts

Uber Geek
+1 received by user: 2510


  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 »

Symantec protects data everywhere with Information Centric Security
Posted 21-Sep-2017 15:33

FUJIFILM introduces X-E3 mirrorless camera with wireless connectivity
Posted 18-Sep-2017 13:53

Vodafone announces new plans with bigger data bundles
Posted 15-Sep-2017 10:51

Skinny launches phone with support for te reo Maori
Posted 14-Sep-2017 08:39

If Vodafone dropping mail worries you, you’re doing online wrong
Posted 11-Sep-2017 13:54

Vodafone New Zealand deploy live 400 gigabit system
Posted 11-Sep-2017 11:07

OPPO camera phones now available at PB Tech
Posted 11-Sep-2017 09:56

Norton Wi-Fi Privacy — Easy, flawed VPN
Posted 11-Sep-2017 09:48

Lenovo reveals new ThinkPad A Series
Posted 8-Sep-2017 14:37

Huawei passes Apple for the first time to capture the second spot globally
Posted 8-Sep-2017 10:45

Vodafone initiative enhances te reo Maori pronunciation on Google Maps
Posted 8-Sep-2017 10:40

Voyager Internet expand local internet phone services company with Conversant acquisition
Posted 6-Sep-2017 18:27

NOW Expands in to Tauranga
Posted 5-Sep-2017 18:16

Windows 10 Fall Creators Update coming Oct. 17
Posted 4-Sep-2017 14:10

Garmin introduce Garmin vivoactive 3
Posted 1-Sep-2017 18:38

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.