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306 posts

Ultimate Geek
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Topic # 201612 26-Aug-2016 14:12
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First off.

 

I hate Spark Sylvia park.

 

 

 

This whole Galaxy Note 7 experience has been distasteful for me, I'm regretting the purchase already.

 

On Thursday, my phone started acting up, it was randomly freezing and it was stuck in a bootloop until I got help from geekzone members, I went to Spark's Sylvia park store to get it sorted, a customer rep couldn't figure out what the problem is and advised me of letting the phone drain and that I could bring the box and contents back tomorrow (26 August) to get it replaced.

 

Today, I head back to the Sylvia Park store, the customer rep there didn't even want to help. The phone is within 7 days of purchase but I get treated like a customer in the last week of warranty. They told me that I have to give them the phone, send it in to Samsung so they can "repair" my brand new phone and the entire process will take 2-3 weeks.

 

I ask them why they can't be flexible, they just give me a straight up "No, we have to send it in to get it fixed". The last time I had a problem with my iPhone, Apple promptly sent me a new phone along with a return label box for me to get the old phone back to them.

 

Fine, I thought, then I ask them to initiate the process. They quickly inspect the box and told me the charging cable is missing (yes it was my fault, I forgot to take it with me) and sent me on my way home.

 

 

 

Later in the afternoon, I took some time off to head down to the Samsung place in Albany and decided to try my luck with the Albany Spark store. The Samsung store found out some issues related to Abnormal S/W Reset. The phone was randomly restarting multiple times a day. Again, they couldn't replace the phone because I didn't technically buy it from them.

 

Then I head to the Albany Spark store. I demonstrate the problem to one of the customer reps, they said they can't replace the phone and they need to send it in. I took the deal because at this point I'm spending too much energy than I need to on a phone. She took down my details and I handed over the phone, she didn't want the box, she didn't want the charging cable. (ARE YOU KIDDING ME SPARK SYLVIA PARK?).

 

 

 

All in all, $1600 down (although interest free payments), I end up with a Galaxy J1 for 3 weeks.

 

I'm done with Samsung. I'm probably done with Spark too.


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  Reply # 1617901 26-Aug-2016 14:27
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It can be a PITA, best bet here is to wait for the repair to come back and then reject it as you paid for a brand new, never been repaired phone, Insist on either a brand new replacement or a hefty discount off the new price

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Reply # 1617904 26-Aug-2016 14:29
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i can understand ur frustration., but its a typical process with any retailer.

 

 

 

say you replaced samsung with LG and spark with NL in your story, the result would have been the same.

 

 

 

All retailers send product to manufacturer to get it fixed, thats how all return processes work ( as far as i have seen )

 

 

 

Apple is but different, one of their main USP is customer experience, so they do things differently.

 

 

 

I hope you get a properly fixed Note 7 soon, keep us updated on how it went.


 
 
 
 


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  Reply # 1617906 26-Aug-2016 14:31
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Don't samsung have a policy that a new phone like that will be swapped out straight away within 7 days, as it is effectively defective from purchase. I guess they have to check that you didn't drop it down the toilet etc first using a repair agent.


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  Reply # 1617908 26-Aug-2016 14:33
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sep11guy:

 

i can understand ur frustration., but its a typical process with any retailer.

 

 

 

say you replaced samsung with LG and spark with NL in your story, the result would have been the same.

 

 

 

All retailers send product to manufacturer to get it fixed, thats how all return processes work ( as far as i have seen )

 

 

 

Apple is but different, one of their main USP is customer experience, so they do things differently.

 

 

 

I hope you get a properly fixed Note 7 soon, keep us updated on how it went.

 

 

 

 

It may apply to other retailers. However it doesn't usually apply with other goods. eg You buy a TV, and it is dead when you get it home, or dies within the first week. The retailer will almost always swap it with another. I am not sure why mobiles are handled differently. Perhaps there is less trust, as more people will drop their phone etc, and then claim it is faulty.




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Ultimate Geek
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  Reply # 1617917 26-Aug-2016 14:53
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Yeah when my Samsung 4K TVs developed issues, Noel Leeming offered to swap it for a brand new set, it was on the 2nd week of purchase, I even got to do the Samsung redemption twice because Noel Leeming was kind enough to do a refund and new purchase with the replacement.

 

I don't understand why there is a trust issue with mobiles, mine has a screen protector on and the rear Samsung seal is still in place as I was waiting for my dbrand skins to arrive. They just aren't flexible and prefer to follow company policies and that is what's pissing me off.


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  Reply # 1617918 26-Aug-2016 14:55
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Dreadful treatment.... This phone should be considered DOA,
They should never put a customer through this when the phone never really worked.

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  Reply # 1617919 26-Aug-2016 14:57
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I would have asked for the store manager at Silvia Park and told them the phone was faulty, and you are rejecting it as not suitable for purpose and you will accept a new phone or a refund and NOTHING else. 

 

It's insane for them (or anyone else) to suggest that a week old $1600 phone would need to be 3 weeks away at repair. 

 

Your CGA rights apply here. 




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Ultimate Geek
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  Reply # 1617923 26-Aug-2016 15:05
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networkn:

 

I would have asked for the store manager at Silvia Park and told them the phone was faulty, and you are rejecting it as not suitable for purpose and you will accept a new phone or a refund and NOTHING else. 

 

It's insane for them (or anyone else) to suggest that a week old $1600 phone would need to be 3 weeks away at repair. 

 

Your CGA rights apply here. 

 

 

She was the manager, I took down her employee details too, unfortunately I don't know where I misplaced them, I do remember what she looks like and her first name/surname. It is insane indeed, but that's what I've been given.


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  Reply # 1617966 26-Aug-2016 16:15
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networkn:

 

I would have asked for the store manager at Silvia Park and told them the phone was faulty, and you are rejecting it as not suitable for purpose and you will accept a new phone or a refund and NOTHING else. 

 

It's insane for them (or anyone else) to suggest that a week old $1600 phone would need to be 3 weeks away at repair. 

 

Your CGA rights apply here. 

 

 

 

 

This!

 

I know it can be a frustrating experience whilst in the store, but a polite and continual refusal to accept anything than a new replacement on an RMA/DOA basis, escalating up the chain each time you get a knock back and advising that you will be taking your complaint to the CGA and to their (Samsung NZ & SPark NZ) social media platforms (Twitter and Facebook should do it) should see you get the right result eventually.

 

 

 

If the store manager stonewalls you, then get their boss's details and keep pushing

 

 

 

 

 

 





.

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  Reply # 1617973 26-Aug-2016 16:31
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Hi there,

 

 

 

Jason Paris - CEO of Home, mobile and business at Spark. The experience that you have had with us isn't good enough. Although this is an issue with Samsung's device - as our customer, it is on us to sort it for you. An issue within 7 days is pretty much an out of the box failure - and you should have been given a new phone (as long we it's clear you haven't dropped it from a second story building or similar!)

 

 

 

Drop me a note at jason.paris@spark.co.nz with your details and I'll get you a new phone now.

 

 

 

Sorry about this - it's definitely not how we operate and I'll ensure that team are clear on how to handle these in the future.

 

 

 

Jason





Jason Paris


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  Reply # 1617975 26-Aug-2016 16:33
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JasonParis:

 

Hi there,

 

 

 

Jason Paris - CEO of Home, mobile and business at Spark. The experience that you have had with us isn't good enough. Although this is an issue with Samsung's device - as our customer, it is on us to sort it for you. An issue within 7 days is pretty much an out of the box failure - and you should have been given a new phone (as long we it's clear you haven't dropped it from a second story building or similar!)

 

 

 

Drop me a note at jason.paris@spark.co.nz with your details and I'll get you a new phone now.

 

 

 

Sorry about this - it's definitely not how we operate and I'll ensure that team are clear on how to handle these in the future.

 

 

 

Jason

 

 

 

 

Fantastic Jason, really outstanding job of taking responsibility. You've really impressed me with your 5 posts!

 

 




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Ultimate Geek
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  Reply # 1618009 26-Aug-2016 18:02
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Thanks for taking responsibility of this one Jason.

 

I was contacted by several Spark employees, hopefully I get my phone soon.


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  Reply # 1618016 26-Aug-2016 18:08
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JasonParis:

 

Hi there,

 

 

 

Jason Paris - CEO of Home, mobile and business at Spark. The experience that you have had with us isn't good enough. Although this is an issue with Samsung's device - as our customer, it is on us to sort it for you. An issue within 7 days is pretty much an out of the box failure - and you should have been given a new phone (as long we it's clear you haven't dropped it from a second story building or similar!)

 

 

 

Drop me a note at jason.paris@spark.co.nz with your details and I'll get you a new phone now.

 

 

 

Sorry about this - it's definitely not how we operate and I'll ensure that team are clear on how to handle these in the future.

 

 

 

Jason

 

 

And recently I had a very good resolution to a Spark billing issue through geekzone. Nice one Spark, keep it up.


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  Reply # 1618071 26-Aug-2016 19:20
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@Jasonparis Can store staff make the call to replace a phone on the spot if they think it is an elf or blf issue or is that telegistics call.

Edited one too many cans

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  Reply # 1618081 26-Aug-2016 19:36
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JasonParis:

 

Hi there,

 

 

 

Jason Paris - CEO of Home, mobile and business at Spark. The experience that you have had with us isn't good enough. Although this is an issue with Samsung's device - as our customer, it is on us to sort it for you. An issue within 7 days is pretty much an out of the box failure - and you should have been given a new phone (as long we it's clear you haven't dropped it from a second story building or similar!)

 

 

 

Drop me a note at jason.paris@spark.co.nz with your details and I'll get you a new phone now.

 

 

 

Sorry about this - it's definitely not how we operate and I'll ensure that team are clear on how to handle these in the future.

 

 

 

Jason

 

 

Go J P! But for someone who didn't have nous to post on GZ, they would just have had to accept this treatment. 

 

I'm always pissed off by organisations that treat customers poorly - then someone like Fair Go (or GZ) get involved and they start taking it seriously and do a mea culpa about-face and act all reasonable.


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