New Mobile Phone Warranty Expectations ??

Forums › One New Zealand (including Vodafone, WxC, Farmside) › New Mobile Phone Warranty Expectations ??

ReaperZ

127 posts

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#11553 30-Jan-2007 15:06

my girlfriend has a brand new motorola RAZR v3 ( ~ 3 months old now) that she purchased from a vodafone retailer (not a dealership) in auckland..

within 4 months one of the LED's behind the keypad stopped working, so she took the phone back to the shop on the 18th january.

since then they havent contacted her at all, when she rang up a few days ago have no idea when it will be back, and did not offer her any form of temporary phone to use in the meantime - it is a prepay phone but she has given them a significant amount of money, one would expect to be able to use something in which you have paid for

surely longer than a week is a bit unrealistic ? its coming up 2 weeks on Thursday .. with still no contact.

any advice ? she isnt one who argues .. sort of a passive person

unfortunately i dont live in auckland so i cant go into the store with her and be assertive!

rcw

30 posts

Geek

#59238 30-Jan-2007 15:15

First thought is -

- get her permission, then

- call and get a hold of the store manager, your new best friend

- explain the situation using pretty words and let them know you know they don't control how long these things take but is there any way they could loan out a crap phone for her to use in the meantime

That's the best you're likely to be able to do but it has the additional benefit of now they have to make the repair happen in order to get their [expletive] phone back.

It's not serious leverage but it might help.

good luck

(I'm assuming she kept the SIM.)

[Moderator edit (MF): expletive removed]

ReaperZ

127 posts

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#59240 30-Jan-2007 15:25

the store is in another part of the country .. so i really dont feel like paying for the phone calls, which is what has put me off doing that already.

sadly :(

rcw

30 posts

Geek

#59242 30-Jan-2007 15:32

[Moderator edit (MF): expletive removed]

oops, sorry about that, where I am it's a polite word

rcw

30 posts

Geek

#59243 30-Jan-2007 15:34

ReaperZ: the store is in another part of the country .. so i really dont feel like paying for the phone calls, which is what has put me off doing that already.

sadly :(

Any financial outlay will surely pay off in sweety points from your gf

ReaperZ

127 posts

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#59246 30-Jan-2007 15:48

rcw:
ReaperZ: the store is in another part of the country .. so i really dont feel like paying for the phone calls, which is what has put me off doing that already.

sadly :(

Any financial outlay will surely pay off in sweety points from your gf

true however that doesnt really resolve the issue of having to pay money to resolve an issue which neither her or i are at fault for

rcw

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#59247 30-Jan-2007 15:55

resolution is for the dead; we don't get resolution

alasta

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#59267 30-Jan-2007 18:52

Under the Consumer Guarantees Act, you are entitled to a replacement if the retailer is unable to arrange for the phone to be repaired within a 'reasonable' period of time. The term 'reasonable' is subjective, but I believe that one week to be okay while two weeks is clearly unreasonable.

I suggest that you wait until the two weeks is up, then demand that the retailer meet their obligations by providing a replacement. Don't let them fob you off by telling you that the phone is being repaired by a third party, because the retailer is ultimately responsible for doing whatever it takes to resolve the issue within a reasonable timeframe.

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rcw

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#59268 30-Jan-2007 18:58

I like that answer better

ReaperZ

127 posts

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#59270 30-Jan-2007 19:03

thanks for the useful reply alasta

I wonder how much a call to auckland from wellington wll cost for 30 minutes.. seeing as my girlfriend won't enforce anything upon them, assuming she is willing to let me act on her behalf for this incident, is there any reason the manager can refuse to talk to me?

if the manager isn't willing to cooperate with me and a replacement phone hasn't been sorted within 48hours of the 2 week periodI guess I will just demand a full refund or threaten legal action ?

rscole86

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#59273 30-Jan-2007 20:18

The retailer should have told you when you took in the phone how long it would take.
Normally they advise a time frame of 10 to 15 working days, which is two to three weeks.

The retailer whould have been able to provide a loan phone, usually with security of a manual credit card swipe, which gets destroyed when you return the loan phone.

The problem with the CGA is terms like "reasonable". So threatening to take legal action will normally get you a sour response and will only give you more problems.

The manage rshould be trying to resolve the problem for you, so there is no reason why they should deny talking to you. Unless ofcourse you became abusive, or started quoting the CGA at them.

The cellphone may be getting repaired by mobilefonerepair, so if you are not having ay luck with the manager of that store, either ask for their managers number, or ask for a reference number off them for your repair. And call MFR yourself and see what id happening and how long it will take.

paradoxsm

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#59283 30-Jan-2007 21:26

I hate so say this but.... buy a Telecom phone, Then you'd have it back long already!, usually repairs take much less than a week. You'd also get a loan phone.

Here's hoping Telecom bring out a "bestmate" Alternative.

paradoxsm

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#59284 30-Jan-2007 21:28

Mobilefonerepairs number....

0508 REP AIR and of course being a Mobile Phone Service company, you CANNOT call them from your mobile... go figure.

richms

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#59294 30-Jan-2007 22:37

ReaperZ: the store is in another part of the country .. so i really dont feel like paying for the phone calls, which is what has put me off doing that already.

sadly :(

Then clearly this issue isn't important to you, which is strange since you started a thread on here.

Richard rich.ms

ReaperZ

127 posts

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#59295 30-Jan-2007 22:39

richms:
ReaperZ: the store is in another part of the country .. so i really dont feel like paying for the phone calls, which is what has put me off doing that already.

sadly :(

Then clearly this issue isn't important to you, which is strange since you started a thread on here.

and clearly you have money to burn. it is quite expensive for the average caller to phone from wellington to auckland during business hours on a standard landline - when i expect the conversation to last at LEAST 10 minutes