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5 posts

Wannabe Geek
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Topic # 146637 24-May-2014 15:13
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Well.. received a new Galaxy S5 from Vodafone last week, couriered to the office after waiting for 2 weeks.
Within 4 days the touchscreen went crazy and the phone became unusable.
Phone the account manager to get a new phone sent ASAP, of course he says oh its a Samsung, we have to send those to Samsung to be evaluated, can YOU please courier the phone back to us.
(Whats the bet Samsung want to check for the Knox Void root crap? Anyone know if that will hold up with NZ consumer laws for faulty products under warranty? We all know root doesnt cause physical hardware faults)

Great, so a brand new phone that is currently stocked in shops (a shop said that they could just swap it out instantly if we got it from them) we now have an account being paid for with no phone, and no idea when we will receive a replacement because of Samsung.

Honestly Vodafone has the most shoddy business support, they should instantly shove a new S5 on a Sub60 courier straight to the customer with a prepaid courier pack for the faulty phone return.
For a customer who has over 60+ accounts and thousands $ per month of costs to Vodafone this is completely unacceptable service.

We are also implementing a new VOIP phone system for the offices, I phoned up Vodafone a couple of months ago to get one of their sales agents to contact regarding VOIP services, oh course i never received a return call.
So definitely wont be using Vodafone for VOIP services either (thats going to cost them a lot of profit)

Anyone sick of large companies just totally dropping the ball with customers? I know I am..

My rant for the day, Thank you :)

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Uber Geek
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  Reply # 1052303 24-May-2014 15:41
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Hi TheAdmin

That should be treated as a out of box failure, Is your account manager in Vodafone or digital mobile?

Do you have 60+ account or 60+ connections under one account?

John



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Wannabe Geek
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  Reply # 1052310 24-May-2014 15:53
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Multiple accounts under one business name I believe
The phone has already been sent back to Vodafone head office, so we'll just wait an see what happens next
Supposedly Samsung are the problem when they are sent from your business department instead of from a store, but disappointing a new one couldnt be sent straight away instead of us having to courier back
Perhaps businesses shouldnt get Samsung phones any more if they are the cause of this issue? If HTC/Sony/LG can provide a better service perhaps Vodafone should mention that to customers who dont want to wait weeks for Samsung to evaluate their brand new faulty phones (with the uninstallable Kids Mode and BabyCrying detector on a business phone which is ridiculous)


 
 
 
 


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  Reply # 1052315 24-May-2014 15:56
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I sent my own handset to Samsung only 4 weeks ago Samsung S4 i9506 and it was back in 3 business working days and then I got a call from Samsung in Canada few days later asking if everything is OK, Very good service

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Ultimate Geek
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  Reply # 1052381 24-May-2014 17:00
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so you rooted the phone.... I would have believed you waived any warrenty by doing so, as it is no longer standard and thus factory supportable. you made a conscious decision to make your device non standard.

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  Reply # 1052383 24-May-2014 17:03
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I just read the post again, @TheAdmin did you root the handset?

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  Reply # 1052413 24-May-2014 17:38
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The manufacturer warranty is with the manufacturer, in this case Samsung in NZ handle their own warranty/repairs so all goods go back to them.

I'm pretty sure there is specific wording in the Samsung warranty excluding claims where any modifications have been made to the handset - this includes rooting it. If you're lucky and the fault is obvious they may cover you, however after admitting rooting the handset there is potentially no legal obligation for Samsung to honour a product warranty.





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Wannabe Geek
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  Reply # 1052456 24-May-2014 19:05
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No the phone was not rooted, and i fail to see how any hardware warranty could stand up to the consumer guarantees act when it comes to rooting.
It was an obvious hardware malfunction (as has been shown on youtube my other users who have the same touchscreen issue on the S5)
so even if the phone was rooted it has nothing todo with an obvious hardware failure and if Samsung say they wont fix it due to root i'd be quite happy to take it to the higher powers of law.

Samsung made a conscious decision to use their bullsht Knox Warranty efuse on their handsets to try and get out of warranty cases that most of the time will have 0% todo with anything root related and im sure most intelligent judges would see this being that case in court if it got that far.

The who efuse knox thing was part of the reason a group of developers decided on non-Samsung devices so that it was not an issue, getting out a a warranty due to root is no different than trying to get out of a warranty due to the user removing Windows and installing Linux, sure they wont help you with Linux problems, but if the hardware fails warranty still applies regardless.

We are eagerly awaiting the LG G3 and OnePlusOne handsets as Samsung have just butchered Android into an almost unusable mess of apps

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  Reply # 1052457 24-May-2014 19:10
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TheAdmin: No the phone was not rooted, and i fail to see how any hardware warranty could stand up to the consumer guarantees act when it comes to rooting.

so even if the phone was rooted it has nothing todo with an obvious hardware failure and if Samsung say they wont fix it due to root i'd be quite happy to take it to the higher powers of law.


If a vendor for a device SPECIFIES that doing such on that device will VOID the warranty they have all legal rights to not honor a claim if such has been carried out. I have seen devices die from rooting and exhibit hardware failures from bad firmware. Weather they deem the fault to rooting when its a hardware failure i am sure you can dispute that. But they would only deem such with reasoning.







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  Reply # 1052468 24-May-2014 19:44
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TheAdmin: No the phone was not rooted, and i fail to see how any hardware warranty could stand up to the consumer guarantees act when it comes to rooting.


CGA doesn't apply to business goods so wouldn't apply in your situation anyway.

I'm not saying that rooting the phone can caused your issue, but the warranty is (or was when I read it) was very clear. If you root a phone you take the risk associated with it which can include automatically voiding your warranty.

There are plenty of people who do brick their devices, why should a manufacturer have to cover inept end users with a warranty? That's not a manufacturing fault.










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  Reply # 1052473 24-May-2014 19:51
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TheAdmin: Well.. received a new Galaxy S5 from Vodafone last week, couriered to the office after waiting for 2 weeks.


If you were in such a hurry why didn't you just collect one from a VF shop?

Within 4 days the touchscreen went crazy and the phone became unusable.


I would expect this would be treated as an out of box failure, but I guess it is reasonable for them to first confirm the fault and check the phone has not been dropped, liquid damage etc.  

Phone the account manager to get a new phone sent ASAP, of course he says oh its a Samsung, we have to send those to Samsung to be evaluated, can YOU please courier the phone back to us.


You could have dropped it into a store?  I guess the alternative was to wait another week while they sent a courier bag out to you.

 (Whats the bet Samsung want to check for the Knox Void root crap? Anyone know if that will hold up with NZ consumer laws for faulty products under warranty? We all know root doesnt cause physical hardware faults)


As above.  I think it is reasonable for as least a basic assessment to ensure the fault is genuine and not user induced. As you have stated it was not rooted then this is a red herring in the conversation, but perhaps a legitimate checks for Samsung before issuing a replacement.  

Great, so a brand new phone that is currently stocked in shops (a shop said that they could just swap it out instantly if we got it from them) we now have an account being paid for with no phone, and no idea when we will receive a replacement because of Samsung


Sometimes things break.  That's life.  As above if time was an issue why not just deal with a  store?

Honestly Vodafone has the most shoddy business support, they should instantly shove a new S5 on a Sub60 courier straight to the customer with a prepaid courier pack for the faulty phone return.


Yes because everyone is trustworthy and must be believed without question (sarcasm intended)     

For a customer who has over 60+ accounts and thousands $ per month of costs to Vodafone this is completely unacceptable service.

We are also implementing a new VOIP phone system for the offices, I phoned up Vodafone a couple of months ago to get one of their sales agents to contact regarding VOIP services, oh course i never received a return call.
So definitely wont be using Vodafone for VOIP services either (thats going to cost them a lot of profit)


Sounds like they missed an opportunity there.  Bad show.  






Always be yourself, unless you can be Batman, then always be the Batman



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Ultimate Geek
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  Reply # 1052530 24-May-2014 21:29
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wow just wow

Its is the retailers responsibility!!!!

get a new Account manager or even better.......



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  Reply # 1052589 25-May-2014 02:45
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TimA:
TheAdmin: No the phone was not rooted, and i fail to see how any hardware warranty could stand up to the consumer guarantees act when it comes to rooting.

so even if the phone was rooted it has nothing todo with an obvious hardware failure and if Samsung say they wont fix it due to root i'd be quite happy to take it to the higher powers of law.


If a vendor for a device SPECIFIES that doing such on that device will VOID the warranty they have all legal rights to not honor a claim if such has been carried out.


Are you a lawyer and on what basis do you so conclude?

As a lawyer who's quite familiar with contract law principles AND has managed commercial contracts, I couldn't disagree with your assertion more. In these circumstances, such clauses are what the law calls "exclusion clauses". Exclusion clauses to be enforceable must be objectively reasonable bearing in mind the rest of terms of the contract/the nature of the bagain struck and adequately communicated to the offeree of the contract (the more onerous the exclusion clause the more likely the courts will expert them to be marked with the proverbial big red pen -- it may not be enough to just bury it amongst a pile of legalese). You'll get no argument from me that in some circumstances rooting a phone can cause hardware failures and a clause that says "If you root your phone and your hardware breaks as a result, your warranty is void" is enforceable.

What is absolutely not true is that the vendor can merely specify a list of things at its sole discretion which will void the warranty and then expect such exclusions to hold up in law.



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  Reply # 1052632 25-May-2014 08:27
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@TheAdmin Can you please reply to the DM with the INFO requested, You have read the DM

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Master Geek
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  Reply # 1055247 28-May-2014 16:46
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I received an email (apparently) from Vodafone this week with the title - "Unlimited broadband can now be yours". Nothing unusual there, but the email contains a couple of examples of poor business practice which see the email flagged as spam.

The "from" address is vodafone@vodafonenz.uq.co.nz - that's not very reassuring. And the "click here to upgrade" link in the email refers to
http://engage.ubiquity.co.nz/mail/link/h*********** - another domain altogether. Even the "Contact us" link goes to ubiquity rather than Vodafone.

I understand that companies like Vodafone choose to use external agencies from time to time, but for those of us who spend a lot of time educating users not to click on embedded links, the practice of including third party links in marketing emails is surely unwise.




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Wannabe Geek
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  Reply # 1056915 30-May-2014 23:00
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Yes I got the private messages but dont see the point of having another vodafone person try and solve the problem as thats what your account managers are paid todo in the first place as far as I know. (Sorry VOIP suppliers already got that part sorted with a supplier a few weeks ago)
Well its been over a week after sending in the faulty phone.
Having heard nothing I decided to phone up and find out if I could possibly receive a new phone perhaps,maybe,pretty please... sub60 do work on Fridays, or perhaps I could pick it up on the way to a meeting...
Oh yes, they turned it on when they received the faulty one and saw it was faulty straight away at Vodafone HQ, but sent it to Samsung anyway as thats what supposed to happen because Samsung say so? (yes I will never ever be ordering any more Samsung phones again by the way)
A new one/fixed one/second hand one (who knows what might arrive) might arrive next week if Samsung have time to do something, but seeing as Vodafone observed it was faulty I dont quite understand why they couldn't just send a new one straight away as it was less than a week old to start with, but hey.. I guess Samsung have more say over Vodafone customer satisfaction than Vodafone do.
(Oh and people that ask if you get better service from a shop why not go there, in large business that is not quite the way when you spend over $100,000+ a year with a company they usually give you a little more direct to your door service when ordering large bunches of phones)

This is more of an informational journey that perhaps any company could use as a training example for new staff on how to keep customers happy, perhaps added to sales training materials.

.

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