Galaxy Note 5 new- 1 month faulty. Rtn to store. Warranty Void??

Forums › Spark New Zealand (including Skinny and BigPipe) › Galaxy Note 5 new- 1 month faulty. Rtn to store. Warranty Void??

psychrn

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#191191 27-Jan-2016 09:49

I recently purchased a new Samsung Galaxy Note 5 from Spark Retail outlet at the Base Hamilton.

Its been just a month past and all of a sudden last Friday it abruptly stopped working. Initial signs were Fingerprint Scanner stopped working and lost connection to Spark network.

Took it into the the Branch on Saturday 23rd Jan and got the phone call yesterday to say that Telegistics have reported back that it has a Moisture Issue as the tab has been tripped. I can honestly say it has not been near water. Has been in its case and mainly in my pocket or on a desk. They didnt actually say what the fault was but they say therefore its not covered by warranty as a result. Charge to fix $350. They offerred to show me the photo of the sensor affected.

As you can imagine I am not a happy camper and have noted on these forums previous issues concerning Telegistics and issues such as these.

Should I be looking at the CGA act.

I am certainly taking this further

Telegistics Job # is 84200

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Hammered
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#1479664 27-Jan-2016 09:59

"I haven't had this anywhere near water, so if there are indications of moisture in the phone form normal expected use then it is not fit for purpose, and I'll have a refund or replacement please"

I'm really getting sick of this crap from the repairers. If the phone can't handle moisture/humidity in the air with normal use then it's a piece of crap and not worth a fraction of the asking price!

People often mistake me for an adult because of my age.

Keep calm, and carry on posting.

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psychrn

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#1479669 27-Jan-2016 10:03

Thanks Stu Ill be using this argument. $1300 sealed phone to be showing moisture damage after a month is ridiculous

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christherider

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#1479696 27-Jan-2016 10:29

Stu:

"I haven't had this anywhere near water, so if there are indications of moisture in the phone form normal expected use then it is not fit for purpose, and I'll have a refund or replacement please"

I'm really getting sick of this crap from the repairers. If the phone can't handle moisture/humidity in the air with normal use then it's a piece of crap and not worth a fraction of the asking price!

ABSOLUTELY. These moisture strips are notoriously sensitive and are easily tripped by ordinary humidity. If a phone can't survive daily use in ordinary humidity it is no fit for purpose. Go see a JP and have them witness a written declaration that you've never had the phone near water. Take it back to the store and demand a replacement. When they refuse, ask for the details of the person to be named in a disputes tribunal hearing.

psychrn

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#1480559 28-Jan-2016 11:26

We went to the Branch today spoke with Assistant Manager.

He was unable to swap for a new phone or waive the fee.

So we are off to the TDR- The Spark Manager was helpful however in providing us with the information required.

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Stu

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#1480584 28-Jan-2016 12:09

Please update us with how you get on.

People often mistake me for an adult because of my age.

Keep calm, and carry on posting.

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psychrn

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#1480634 28-Jan-2016 12:58

Stu:

Please update us with how you get on.

Will do- it was interesting because not long after arriving in store it was commented that they were aware of my post on Geekzone so they were already prepared.!!

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psychrn

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#1480709 28-Jan-2016 15:38

TDR have already been in touch and explained the process. Followed by by an email.

Suggested I read one of their articles which ill post here for interest.

http://www.tdr.org.nz/cases/common-complaint-services-hardware/faulty-mobile-telephones

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Stu

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#1480713 28-Jan-2016 15:49

That's great. Basically, TDR agrees that if the phone has water damage but hasn't been near water and was used as expected, then it's not fit for purpose.

People often mistake me for an adult because of my age.

Keep calm, and carry on posting.

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Dratsab

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#1480718 28-Jan-2016 16:09

psychrn:

TDR have already been in touch and explained the process. Followed by by an email.

Suggested I read one of their articles which ill post here for interest.

http://www.tdr.org.nz/cases/common-complaint-services-hardware/faulty-mobile-telephones

Good link - thanks. The last line surprised me:

"TDR does not consider there is any ability for a Scheme Member to require the payment from a customer of a fee, prior to assessing a mobile phone for damage."

gregmcc

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#1480908 28-Jan-2016 21:03

psychrn:

TDR have already been in touch and explained the process. Followed by by an email.

Suggested I read one of their articles which ill post here for interest.

http://www.tdr.org.nz/cases/common-complaint-services-hardware/faulty-mobile-telephones

When they send you a replacement, they may try giving you a refurbished one, due to it been a recent purchase, don't accept a refurbished one as a replacement.

I would request photos of the "tripped moisture" sticker, and photo's of the actual moisture "damage", I suspect that they have seen the moisture sticker has changed colour and that's all they have done.

You are on the right track with the TDR and CGA.

firefuze

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#1480926 28-Jan-2016 21:21

You can just go here and input your IMEI number to see the photos that Telegistics have taken

http://telegistics.co.nz/image-search.html

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psychrn

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#1480972 28-Jan-2016 23:51

Funny that - we went to the Telegistics website and searched the IMIE number and there are no images?

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psychrn

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#1481580 29-Jan-2016 23:51

gregmcc:

psychrn:

TDR have already been in touch and explained the process. Followed by by an email.

Suggested I read one of their articles which ill post here for interest.

http://www.tdr.org.nz/cases/common-complaint-services-hardware/faulty-mobile-telephones

When they send you a replacement, they may try giving you a refurbished one, due to it been a recent purchase, don't accept a refurbished one as a replacement.

I would request photos of the "tripped moisture" sticker, and photo's of the actual moisture "damage", I suspect that they have seen the moisture sticker has changed colour and that's all they have done.

You are on the right track with the TDR and CGA.

Yes full aware that they may well try to send one as that is what they have tried already with the repair.

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sidefx

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#1481581 30-Jan-2016 00:17

psychrn:

gregmcc:

psychrn:

TDR have already been in touch and explained the process. Followed by by an email.

Suggested I read one of their articles which ill post here for interest.

http://www.tdr.org.nz/cases/common-complaint-services-hardware/faulty-mobile-telephones

When they send you a replacement, they may try giving you a refurbished one, due to it been a recent purchase, don't accept a refurbished one as a replacement.

I would request photos of the "tripped moisture" sticker, and photo's of the actual moisture "damage", I suspect that they have seen the moisture sticker has changed colour and that's all they have done.

You are on the right track with the TDR and CGA.

Yes full aware that they may well try to send one as that is what they have tried already with the repair.

Did they try that before or after saying that the moisture tab was tripped?

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psychrn

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#1482026 30-Jan-2016 22:34

Hard to say. They noticed the sensors tripped. Havnt commented on the actual damage and have basically replaced the whole innards and now want to charge me $320 for the privaledge.

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