CGA: How long should a repair for a mobile take?

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Finch

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#144117 7-May-2014 22:42

Hi guys.

Tomorrow is two weeks since I took my phone in for repair. I was told the repair would take 1-2 weeks, however "lately repairs have been coming back within a week". Now I might get my phone back tomorrow, I hope I do, however if I don't what are my options then? Can I ask for my money back or a replacement? How much longer should I have to wait for the repair to take place?

Don't want to name the store however if it helps I have no problem doing so :)

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#1038675 7-May-2014 22:50

You can mention store name, someone here maybe able to help

mattwnz

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#1038676 7-May-2014 22:50

Perhaps up to 3 weeks and no more than 1 month? But if they are just swapping it for anew or refurb, then 1-2 weeks.

Jase2985

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#1038718 8-May-2014 05:58

2 weeks is reasonable, they might be waiting on parts from china or something. any more than a month then i would be asking for a refund

you need to find out WHY its taking so long

1eStar

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#1038975 8-May-2014 13:03

Why not ring the store? They might be able to answer your questions. I sent my device back to Expansys HK for repair, they said 4-6 weeks. The was no word after 6weeks, so I contacted them and they replaced immediately.

scuwp

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#1039090 8-May-2014 14:28

Why not ring them and ask?

You don't say if this is a warranty repair or not, or the details of the fault, so it's hard for anyone to speculate on what may be reasonable. From the consumer website:

How long should repairs take?

It depends on the type of problem, and whether parts need to be sent back to the manufacturer. Some retailers tell us they aim to fix problems within two days, but in our opinion two to three weeks is more likely. If you ask how long the repair will take you're entitled to rely on their answer. If they take longer than that time, you have rights under the CGA.

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#1039149 8-May-2014 15:08

As long as it takes

Finch

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#1040852 9-May-2014 14:28

Cheers for the replies.

@Scuwp. Cheers I read that a few days ago also.

DickSmith is the store.

It was two weeks yesterday since I handed it in for repair but gave them a ring this morning. The guy on the phone said he will send them a message and try and get an update and should give me a ring on Monday. If I haven't heard anything on Tuesday/Wednesday I will be ringing up again. Initially I was told 1-2 weeks, however "repairs have been coming back within 1 week recently" and the guy I spoke to this morning said "Two weeks give or take".

They didn't mention why it was taking so long, because they don't know I guess, repairer isn't updating the information. The problem is with the battery so I don't know how long that generally takes.

So I guess waiting till Wednesday next week will be more than fair, after that I may just ask for a refund/replacement? They did say 1-2 weeks, then 2 weeks give or take, and if its not back by Wednesday that is nearly three weeks (1 day off).

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mattwnz

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#1040885 9-May-2014 15:19

Finch: Cheers for the replies.

@Scuwp. Cheers I read that a few days ago also.

DickSmith is the store.

It was two weeks yesterday since I handed it in for repair but gave them a ring this morning. The guy on the phone said he will send them a message and try and get an update and should give me a ring on Monday. If I haven't heard anything on Tuesday/Wednesday I will be ringing up again. Initially I was told 1-2 weeks, however "repairs have been coming back within 1 week recently" and the guy I spoke to this morning said "Two weeks give or take".

They didn't mention why it was taking so long, because they don't know I guess, repairer isn't updating the information. The problem is with the battery so I don't know how long that generally takes.

So I guess waiting till Wednesday next week will be more than fair, after that I may just ask for a refund/replacement? They did say 1-2 weeks, then 2 weeks give or take, and if its not back by Wednesday that is nearly three weeks (1 day off).

Will they come back and and claim it is 'moisture damaged'.? That is what happened when a friend of mine had battery problems, and they disputed it but didn't bother taking it any further due to them due to upgrade anyway..

Finch

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#1042712 12-May-2014 23:01

mattwnz:
Finch: Cheers for the replies.

@Scuwp. Cheers I read that a few days ago also.

DickSmith is the store.

It was two weeks yesterday since I handed it in for repair but gave them a ring this morning. The guy on the phone said he will send them a message and try and get an update and should give me a ring on Monday. If I haven't heard anything on Tuesday/Wednesday I will be ringing up again. Initially I was told 1-2 weeks, however "repairs have been coming back within 1 week recently" and the guy I spoke to this morning said "Two weeks give or take".

They didn't mention why it was taking so long, because they don't know I guess, repairer isn't updating the information. The problem is with the battery so I don't know how long that generally takes.

So I guess waiting till Wednesday next week will be more than fair, after that I may just ask for a refund/replacement? They did say 1-2 weeks, then 2 weeks give or take, and if its not back by Wednesday that is nearly three weeks (1 day off).

Will they come back and and claim it is 'moisture damaged'.? That is what happened when a friend of mine had battery problems, and they disputed it but didn't bother taking it any further due to them due to upgrade anyway..

I hope surely hope not. If they do I will dispute it. I always keep my phones is fantastic condition and I don't use cases either.

What do you know, I didn't receive a call today as promised from Dick Smith. If I haven't heard anything by Thursday (Will be 3 weeks then) I will be asking for my money back, does that sound fair?

Bung

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#1042718 12-May-2014 23:52

A few years ago I sent a camera back to Dick Smith for a warranty repair. The repair seemed to take much longer than expected and I called the repairer direct. It turned out that they hadn't received the camera yet from DSE. Some middleman at DSE had gone on holiday and the camera was still on his desk. You may have to ask where your phone is.

mattwnz

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#1042725 13-May-2014 00:22

Bung: A few years ago I sent a camera back to Dick Smith for a warranty repair. The repair seemed to take much longer than expected and I called the repairer direct. It turned out that they hadn't received the camera yet from DSE. Some middleman at DSE had gone on holiday and the camera was still on his desk. You may have to ask where your phone is.

Thats a shocker. Hope they just replaced it after that. These things depreciate in value very quickly.

Jase2985

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#1042730 13-May-2014 05:44

Finch: What do you know, I didn't receive a call today as promised from Dick Smith. If I haven't heard anything by Thursday (Will be 3 weeks then) I will be asking for my money back, does that sound fair?

IMO no, the person could have been busy and forgotten, or they may not have been able to get the info from the repair company. why not go into DSE and stand with the person while they talk to the repairer and get them to find out what is wrong and how long it will be.

The DSE guy has given you an estimate on how long it will take to fix, and saying they usually take about a week doesn't mean it will take a week.

you need to ascertain what is wrong with the phone and why its taking so long to fix before you go asking for your money back

Finch

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#1042770 13-May-2014 08:56

Jase2985:
Finch: What do you know, I didn't receive a call today as promised from Dick Smith. If I haven't heard anything by Thursday (Will be 3 weeks then) I will be asking for my money back, does that sound fair?

IMO no, the person could have been busy and forgotten, or they may not have been able to get the info from the repair company. why not go into DSE and stand with the person while they talk to the repairer and get them to find out what is wrong and how long it will be.

The DSE guy has given you an estimate on how long it will take to fix, and saying they usually take about a week doesn't mean it will take a week.

you need to ascertain what is wrong with the phone and why its taking so long to fix before you go asking for your money back

When I rung up on Friday the DSE salesman said he will give the repairer a ring and find out why it is taking so long and get back to me on Monday. Somebody isn't doing their job correctly.

xpd

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#1042776 13-May-2014 09:08

Go into the store and ask them to ring the repair company while youre there - dont rely on the sales guys IME to contact you back..... theyre out to make money and theyve already got yours.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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andrewNZ

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#1042811 13-May-2014 09:44

Finch:
Jase2985:
Finch: What do you know, I didn't receive a call today as promised from Dick Smith. If I haven't heard anything by Thursday (Will be 3 weeks then) I will be asking for my money back, does that sound fair?

IMO no, the person could have been busy and forgotten, or they may not have been able to get the info from the repair company. why not go into DSE and stand with the person while they talk to the repairer and get them to find out what is wrong and how long it will be.

The DSE guy has given you an estimate on how long it will take to fix, and saying they usually take about a week doesn't mean it will take a week.

you need to ascertain what is wrong with the phone and why its taking so long to fix before you go asking for your money back

When I rung up on Friday the DSE salesman said he will give the repairer a ring and find out why it is taking so long and get back to me on Monday. Somebody isn't doing their job correctly.

One thing I'd like to add is, you're not entitled to a refund if there is no issue or you caused problem/damage.

I agree the service you've received appears poor at this point, but you're not doing all you can do either.
TBH, it sounds more like you're just looking for a way to get a quick refund.

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