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Topic # 96207 22-Jan-2012 10:29
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A friend of mine purchased a brand new iPhone 4s through a Telecom store.
Five hours later it died!
She took it back to the store and they said they will need to send it away for a couple weeks to get it fixed...

I was under the impression that if your phone was under X amount of days old that Telecom did a replacement rather than repair?

Perhaps that was a Gen-i corporate account perk?

Has anyone else heard of replacement over repair?


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  Reply # 571828 22-Jan-2012 10:36
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Return to the store you got it from, advise them that you paid for a new un-repaired phone, you will not accept a repaired phone unless there is a significiant reduction in price.

Remember you paid for a new product free from significiant defects, when it comes back from repair, it will no longer be new or free from significiant defects (although it may be repaired).






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  Reply # 571831 22-Jan-2012 10:46
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Thanks Greg that's great advice, I will pass this onto her

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  Reply # 571856 22-Jan-2012 12:24
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It normally needs to be sent off, but since it's so new the repair company would give a new one rather than fix it

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  Reply # 571868 22-Jan-2012 13:13
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If the fault is obvious and there's no possible way it is human error, software, or damage, I would stand in the store and refuse to leave until you have have brand new phone or your money entirely refunded.
There's no way you should not have a brand new phone for a couple of weeks.
Get there early and be polite! I think it would be worth a try anyway.

Cheers,
Joseph

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  Reply # 571873 22-Jan-2012 13:17
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+1 . If you paid by credit card you could just hand it over to them for a refund, and say you will get your credit card company to do a charge back if they either won't replace with new, or refund. That is a DOA phone



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  Reply # 571876 22-Jan-2012 13:22
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Thanks guys she is going back today and said she's not leaving without a new phone.
Occupy Telecom...

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  Reply # 571878 22-Jan-2012 13:24
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Just be warned if satff ask you to leave and you don't then someone could be arested



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  Reply # 571884 22-Jan-2012 13:32
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Well hopefully Paul Blart Mall Cop doesn't need to get involved

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  Reply # 571886 22-Jan-2012 13:35
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Hi team,

Even if the phone is dead within the 7 day period the phone still needs to go to official repairers or manufacturers to confirm that the phone is dead and is replaceable.

I myself had my own iPhone 4S die after a couple of days. I know it's annoying to be without the phone until they confirm it's dead but once they confirm you can go back to the store to get your replacement.

Please do not 'occupy' the store. It's not their fault they're following the rules and processes set out. Yes it's uncool to be without your new phone for a few days but once you get your phone replaced/fixed it is worth it.

Regards,
Amber Craig

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  Reply # 571887 22-Jan-2012 13:36
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Also ask the store if they could provide a loaner phone in the mean time if you don't have a spare phone to use.

If you do have additional issues please PM me details and we'll look into it.



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  Reply # 571895 22-Jan-2012 13:56
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Just having a bit of fun - I don't really think she is going to pitch a tent in the store.

Under the Consumer Guarantees Act it appears she can reject the phone and get a refund as the phone does not substantially meet acceptable quality for a $1000 phone.

Fully understand that the guys in the shop are just following Telecom protocol but perhaps this needs to be looked at for incidences where a phone is less than 24 hours old and has no damage.

I'll tell her to get in touch with you before getting the camping gear out.

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  Reply # 571896 22-Jan-2012 14:05
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When dealing with the CGA you can't pull out the parts that suit you and only look at that one part

The handset in general is very high quality and this is well know but in this case 1 handset is faulty!

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  Reply # 571897 22-Jan-2012 14:05
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akia: Hi team,

Even if the phone is dead within the 7 day period the phone still needs to go to official repairers or manufacturers to confirm that the phone is dead and is replaceable.

I myself had my own iPhone 4S die after a couple of days. I know it's annoying to be without the phone until they confirm it's dead but once they confirm you can go back to the store to get your replacement.

Please do not 'occupy' the store. It's not their fault they're following the rules and processes set out. Yes it's uncool to be without your new phone for a few days but once you get your phone replaced/fixed it is worth it.

Regards,
Amber Craig



If the fault is substantial, then she either has the right to ask for a refund or replacement under the CGA. The retailer can't mislead the consumer on their rights under the FTA. It is all very well getting it sent off, but how long does that actually take, and how much running around does the consumer need to do which will lead to extra costs for the consumer in time and transport. If you buy a new tv, and you get it home and it is dead, the retailer will just switch it for a new one. Many retailers have a period where hey will switch a defective new product for a new one instore.



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  Reply # 571901 22-Jan-2012 14:18
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johnr: When dealing with the CGA you can't pull out the parts that suit you and only look at that one part

The handset in general is very high quality and this is well know but in this case 1 handset is faulty!


Not quite sure what you mean?  So the CGA does not apply to individual goods but rather the reputation of the goods as a whole?

Why can't you pull out parts of the CGA that apply to your situation?


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  Reply # 571906 22-Jan-2012 14:34
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gregmcc: Return to the store you got it from, advise them that you paid for a new un-repaired phone, you will not accept a repaired phone unless there is a significiant reduction in price.



Apple's warranty clearly says they may repair or replace desices with refurbished product. This is in very clear in English in their warranty terms and conditions.


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