Will vodafone give me a refund for my iphone under warranty?

Forums › One NZ (including Farmside) › Will vodafone give me a refund for my iphone under warranty?

brownbox

149 posts

Master Geek

#28146 20-Nov-2008 08:23

TBH, ive just had it with the iphone 3g. Its an absolutely rubbish thing, and everything seems to just be slowly breaking. Not big things, but enough to want to send it back.

My first iphone was replaced, due to dust under the screen and the backlight leak.

My second one came, and had the same backlight leak. I was prepared to live with this.
Now, Ive found-
1x dead pixel
6x pieces of dust, 2 right in the middle of the screen, the other 4 down the side
Backlight leak still there
The glass on the screen not even sitting flush, with one corner able to be pushed down
The USB sync cable has split

And to top it off, the AV tvout cable i got stopped working after the 2.1 update....

Will vodafone happily give me the full $1199 refund?
Last time i rang them about it, they offered it to be fixed or replace, but Im simply not satasfied with this $1k+ phone
Ive got all documents, boxes, etc. and theres still 7 months left on the warranty

Desktop-C2D E4300@3ghz, 2GB Geil Ultra PC5300@667, Corsair 650TX, 200GB Maxtor,200GB Western Digital Carvair, BenQ DW1620 DVD+/- RW, Coolermaster CM690, Asus P5N-E SLI, 2x Palit 8800GT SLI @700/1980, Samsung 931BW
Phone-Apple iPhone 3G 16GB Black. Jailbroken 2.1

1 | 2 | 3

1994 posts

Uber Geek
+1 received by user: 105

ID Verified

Trusted

Lifetime subscriber

#178987 20-Nov-2008 08:35

I think under CGA Vodafone can have another go to remedy the situation ....

brownbox

149 posts

Master Geek

#178988 20-Nov-2008 08:37

i guess i should probably ring them and ask for a specific answer then?

sbiddle

30853 posts

Uber Geek
+1 received by user: 9996

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#178989 20-Nov-2008 08:38

There is no requirement under the law for a company to give you a refund just because you don't like something.

If something is broken or faulty they have the option to replace or repair it. Depending on the product (and I'm mainly referring to small ticket items) companies will regularly just give you a refund.

With an iPhone however it's a different story. Based upon what you have said there is nothing functionally wrong with the device. While there have reported issues with dust under the screen this is a common wear and tear issue that occurs with every cellphone over time, particularly if you store your phone in your pocket where it's exposed to static electricity and dust. Once again dead pixels are a common issue with LCD screens, Vodafone's own phone insurance doesn't even cover dead pixels (or at least didn't when I queried this some time back).

There have been a few people report their cables have broken so Vodafone would probably be obliged to replace this under warranty if it failed as a result of normal usage. Trying to get a cash refund for the value of the item is probably pushing things too far and I'd say you have very little chance simply because the device isn't broken and by the sounds of it is functioning perfectly. Having said that though nobody on here is going to be able to really give you an answer - you do need to contact the store where you purchased the phone and preferably put your claim in writing.

brownbox

149 posts

Master Geek

#178992 20-Nov-2008 08:41

it was purchased from the online store

My other option would be just to get the cable replaced then flick the thing off on trademe.

bender

220 posts

Master Geek
+1 received by user: 17

#178995 20-Nov-2008 08:54

That the glass isn't sitting properly and the USB cable has split would probably break the requirement under the CGA that products must be free defects. Given you have already been through a replacement, the next step under repair replace refund would be refund. Since they elected not to repair it the first time, I would suggest calling the store you purchased it from, explaining (civilly) the issues you have with it and that you see them as defects, explain you've had it replaced once already, and ask for a refund.
http://www.consumeraffairs.govt.nz/consumerinfo/cga/faultygoods.html See the top section, Guarantee of Acceptable Quality. Products need to be free from minor defects. My own view is that six pieces of dust and backlight leaking aren't really avoidable in any mobile phone, but you could certainly call the glass not sitting properly a defect and the USB cable splitting a defect.

brownbox

149 posts

Master Geek

#179002 20-Nov-2008 09:25

alright, ill give them a call now.

I called them, who refered me onto apple, who told me that the accessories arent covered under warranty....
OK then....
So:
Apple refered me back to vodafone, who sent me to online shop assist, who sent me the mobilefonerepair service form, and sent me to MfR, who said to send it in.

I have yet to call MfR regarding a refund. its looking promising though
Ill keep you posted

Lego

Shop now for Lego sets and other gifts (affiliate link).

brownbox

149 posts

Master Geek

#179233 21-Nov-2008 15:41

well, vodafone said no. I have to send it in, and theyll replace it.

Its funny, an $1100 phone, and in the three months ive owned it, its had to be replaced TWICE... And yet somehow, this isnt eligable for a refund....
Sorry, im just a little angry

bender: My own view is that six pieces of dust and backlight leaking aren't really avoidable in any mobile phone, but you could certainly call the glass not sitting properly a defect and the USB cable splitting a defect.

OK, the dust is a long shot, but the backlight leak is really bad. It runs down most of the left side of the screen, between the glass and the steel bezel. Thats a lot of leaking for something thats meant to be sealed (yes, it has a rubber seal)

BrentR

1315 posts

Uber Geek
+1 received by user: 75

Trusted

#179234 21-Nov-2008 15:48

The people who you should be chasing are Vodafone, they sold it to you.

Vodafone then in turn need to approach Apple for a refund, as they purchased the device off them.

It is not up to MfR to make a determination in regards to a refund, they are nothing but a repair agent, the best they can do is repair/replace the handset.

I can understand your frustration with a device of that calibre/price going wrong so often.

brownbox

149 posts

Master Geek

#179236 21-Nov-2008 15:50

Sorry for the mixup, i was talking about VFNZ. I asked mfr and they referred me onto vodafone. It was at vodafone where i was told by one of their phone guys that they dont do refunds. Should i call them up again?

VFNZPaulBrislen

970 posts

Ultimate Geek

Trusted

#179239 21-Nov-2008 16:04

This is how it works.

Customer comes in with phone that doesn't work.
Staff member tries rudimentary test to see if it can be restarted.
If fails, customer is advised we will need to send it away to be tested to determine:

1: what the fault is and
2: whether the fault is covered by warranty (things not covered include impact damage, water damage, screwdriver marks on the screws etc)

The customer can then either send it away through the store OR take it in to the test centre themselves.

MobileFone Repair (MFR) is the official warranty test/repair centre for Vodafone.

MFR makes a recommendation back to Vodafone/the customer and we take it from there.

Cheers

Paul

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

NZRobin

161 posts

Master Geek

#179312 22-Nov-2008 00:22

I called them, who refered me onto apple, who told me that the accessories arent covered under warranty....

Actually accessories are covered. If they came with the phone then you paid for them and are covered under the CGA like any other goods. Whats more the company cannot try and contract out of the CGA by saying its not covered and if they or there staff mislead you as to your rights they could also be in breach of the Fair Trading Act. Which I might add can issue very hefty fines to both company and employee alike!

Quotes

" Robot wars.... thats a sport!!!"

"Believing something doesn't make it so."

Geekzone support

Support Geekzone with one-off or recurring donations Donate via PressPatron.

Athlonite

1828 posts

Uber Geek
+1 received by user: 210
Inactive user

#179329 22-Nov-2008 02:21

@ Sbiddle

dust under the screen this is a common wear and tear issue that occurs with every cellphone over time

i call Bollocks on that one!!! . I've an old Motorola V550 i've had it for 3.5yrs and i don't see any dust under my lcd screen and i worked as a car valet pretty dusty n dirty job and it's always on the bench next to me when im in the insides of PC's that im fixing another pretty dusty place so i don't know what you've been doin with yours to get it full of dust

@ paulbrislen

CGA says if it aint fit for its purpose im entitled to at the purchasers discretion
A: have it repaired
B: have it replaced or
C: be refunded

these things cannot be contracted out of in New Zealand or dont vodafone staff/managment watch Fair go or Target

freitasm

BDFL - Memuneh
80653 posts

Uber Geek
+1 received by user: 41045

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#179353 22-Nov-2008 06:58

Athlonite: these things cannot be contracted out of in New Zealand or dont vodafone staff/managment watch Fair go or Target

They do. But each time something happens Vodafone sends someone to the TV studio to say "The customer is right, this is not acceptable, we will put it right" and life goes on - for that one customer.

Referral links: Quic Broadband (free setup code: R587125ERQ6VE) | Samsung | AliExpress | Wise | Sharesies

Support Geekzone by subscribing (browse ads-free), or making a one-off or recurring donation through PressPatron.

VFNZPaulBrislen

970 posts

Ultimate Geek

Trusted

#179369 22-Nov-2008 09:42

I think you'll find we are entitled to a: check to see what the problem is and b: see whether it's in warranty still or not before deciding to give you a replacement iPhone.

cheers

Paul

Paul Brislen
Head of Corporate Communications
Vodafone

http://forum.vodafone.co.nz

brownbox

149 posts

Master Geek

#179370 22-Nov-2008 09:51

well, i rang up vodafone again yesterday afternoon, considering the replies ive seen here. I got the same useless, probably some part time, phone operator that i got in the morning.

Once again, i was told that the charger wasnt included in the warranty, and i could purchase a new one.
I requested a refund, and this request was turned down. I was getting pretty enraged now, and thought about what everyone on here talks about. I firmly asked for (dont worry, i wasnt shouting, just firm) a refund, bringing up CGA, and the fact it was a 1000$ phone, and its been in for repairs twice in three months, and all that. I was told that i couldnt get a refund, because that was "the rules". When i tried to ask further, i got hung up on. After this, they were closed as it was after business hours

A little OT, but arent the phone operators meant to just operate the phone, with the customers always right kind of thinking,and not hang up?

1 | 2 | 3