should i pay the diagnosis fee to WHS?

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YJ

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Master Geek

#151894 9-Sep-2014 12:10

I bought a HTC one (M8) at WHS in June, and two and half week ago the charging speed suddenly dropped significantly? took the phone with original box, cable etc what's in the box to WHS, and they tested, same problems. then advised me about two weeks needed for the diagnosis (no fee mentioned and no courtesy phone), today WHS rang up said the phone is ready to pick up, $45.00 diagnosis fee needed as there is nothing wrong with the phone but the cable. I would think cable is part of phone and should be charged and tied to argue with them, finally they drop the charge, the replacement cable been given for free and realized that the cable in the box is samsung not HTC one original cable anymore, everything is sorted, but i am not happy. Did i do anything wrong, or should i just pay them?

ubergeeknz

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Vocus

#1124934 9-Sep-2014 12:12

Sounds like they agreed to drop the charge? So why would you pay it now?

keewee01

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#1124936 9-Sep-2014 12:17

You should have been advised when the phone was going to be sent away that there was an inspection fee - this is standard practise.

You should have checked the cable as part of trying to find the issue - common sense. You should be extremely thankful that they dropped the inspection fee.

Some people treat cables poorly (Caught in drawers, stretched, twisted, etc) and they are easily damaged, so if your cable was damaged I would not expect that to be covered by anyone other than yourself.

The fact they dropped the inspection fee/charge (which was justified to be charged) and they replaced the cable themselves (at no cost to you), you should be greatful to WHS.

Whether WHS should have checked with another cable before sending the phone away... not sure.

jeffnz

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#1124947 9-Sep-2014 12:21

not sure whta you are trying to do given you haven't been charged or is it just a vent against WHS

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YJ

145 posts

Master Geek

#1124962 9-Sep-2014 12:36

maybe it's kind of vent, as i didn't expect any charge during the diagnosis period. it's not nice experience with the reasonable new purchased phone, even they dropped the fee finally, maybe my expectation too high. :(

personally i think the phone and cable are well looked after(just plug in the wall under the bed, no stretching the cable daily), and i did check with the cable before i send it out.

Another thing is when the diagnosis report said it's not working due to the faulty cable, how come there is a Samsung branded cable in the box?

Anyway, if most of people think it's happy ending now, i wouldn't complain anymore.

Thanks.

mattwnz

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#1125014 9-Sep-2014 13:23

SOme of the cheap cables that are provided fail easily. Never had a problem with apple ones, but some of the cheap micro usb ones are dodgy. The cable would still be covered by the warranty and the CGA anyway wouldn't they. eg you expect a cable to last at least a year, and they must be a durable quality and fit for purpose.

sbiddle

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#1125021 9-Sep-2014 13:30

I'm confused. Are you saying you didn't send a Samsung cable in the box? Or have you sent away a Samsung cable (which was the cause of the fault) and seem surprised they wanted to charge you?

mattwnz

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#1125026 9-Sep-2014 13:37

sbiddle: I'm confused. Are you saying you didn't send a Samsung cable in the box? Or have you sent away a Samsung cable (which was the cause of the fault) and seem surprised they wanted to charge you?

I think they are saying that the htc one has been switched with a samsung one when they got it back from repair.. I would be inclined to request WHS that the samsung cable cable is replaced with an HTC one, because if the same problem occurs again, they will argue that it isn't the manufacturers cable. Potentially it may not be the cable that is at fault anyway, it could be the plug/socket. It is very odd that the manufacturer has replaced the cable with another brand, unless they know that they are faulty and prone to this type of problem. Some cables are rubbish quality.

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itxtme

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#1125066 9-Sep-2014 14:22

If Matts summary is correct which is the impression I also got then I think the retailers should be ashamed of attempting to shirk their responsibilities under the CGA. If the charger in question was original supplied then no you should not pay anything, and as Matt has suggested it could bite you at a later date if you dont get the correct charger.

The cheek to indicate you should pay!

YJ

145 posts

Master Geek

#1125098 9-Sep-2014 15:12

mattwnz:
sbiddle: I'm confused. Are you saying you didn't send a Samsung cable in the box? Or have you sent away a Samsung cable (which was the cause of the fault) and seem surprised they wanted to charge you?

I think they are saying that the htc one has been switched with a samsung one when they got it back from repair.. I would be inclined to request WHS that the samsung cable cable is replaced with an HTC one, because if the same problem occurs again, they will argue that it isn't the manufacturers cable. Potentially it may not be the cable that is at fault anyway, it could be the plug/socket. It is very odd that the manufacturer has replaced the cable with another brand, unless they know that they are faulty and prone to this type of problem. Some cables are rubbish quality.

Yes, the htc one original cable was in the box, when the repairer returned the package, the cable was swapped to samsung branded micro usb cable along with the report, that's where the point WHS waived the diagnosis fee after it's pointed out. and also the reason why i am not happy with it. I am not quite sure if the phone has been repaired/refurbished or just because of the faulty cable cause the slow charging.

ubergeeknz

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Vocus

#1125100 9-Sep-2014 15:14

YJ: Yes, the htc one original cable was in the box, when the repairer returned the package, the cable was swapped to samsung branded micro usb cable along with the report, that's where the point WHS waived the diagnosis fee after it's pointed out. and also the reason why i am not happy with it. I am not quite sure if the phone has been repaired/refurbished or just because of the faulty cable cause the slow charging.

Yeah you should go back to the retailer, and get them to put it right and provide you a new HTC cable. If you have problems later with the Samsung cable, HTC may insist on you using an HTC branded cable.

mattwnz

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#1125104 9-Sep-2014 15:18

YJ:
mattwnz:
sbiddle: I'm confused. Are you saying you didn't send a Samsung cable in the box? Or have you sent away a Samsung cable (which was the cause of the fault) and seem surprised they wanted to charge you?

I think they are saying that the htc one has been switched with a samsung one when they got it back from repair.. I would be inclined to request WHS that the samsung cable cable is replaced with an HTC one, because if the same problem occurs again, they will argue that it isn't the manufacturers cable. Potentially it may not be the cable that is at fault anyway, it could be the plug/socket. It is very odd that the manufacturer has replaced the cable with another brand, unless they know that they are faulty and prone to this type of problem. Some cables are rubbish quality.

Yes, the htc one original cable was in the box, when the repairer returned the package, the cable was swapped to samsung branded micro usb cable along with the report, that's where the point WHS waived the diagnosis fee after it's pointed out. and also the reason why i am not happy with it. I am not quite sure if the phone has been repaired/refurbished or just because of the faulty cable cause the slow charging.

Well if they say the htc cable is faulty but they returned that along with an extra samsung working cable, then they should have replaced the HTC cable under warranty. You aren't to know that it isn't a problem with the plugs on the htc cable, or the sockets on the phone that are faulty. The samsung cable may just be a better fit and have better contacts.

jeffnz

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#1125223 9-Sep-2014 18:07

So Matt you inferring Samsung cables are inferior quality compared to HTC, just saying

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mattwnz

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#1125227 9-Sep-2014 18:11

jeffnz: So Matt you inferring Samsung cables are inferior quality compared to HTC, just saying

No that isn't relevant. It could have been sony panasonic etc. The point is that they purchased an HTC phone and HTC cable. The HTC cable or plugs developed a fault , and it was replaced with another brand of cable without explaination. So why would the manufacturer replace their own branded cable with that of a competitor? I am wondering if the samsung cable have better electrical contacts.