3-4 week phone repair - Is it reasonable?

Forums › Off topic › 3-4 week phone repair - Is it reasonable?

ArcticSilver

731 posts

Ultimate Geek
+1 received by user: 148

#92147 27-Oct-2011 18:22

I, unfortunately bought a LG Optimus 2x. It has had no end of issues and judging by the LG's official commeonts on the matter and many forums, it is a problem with all of the handsets.

My problem:

This is my business phone. I need it, yet it is having serious battery issues, it will not work properly with exchange, it randomly freezes etc.

Expert Infotech want 3-4 weeks to service the phone. I explained my issue and that it has been officially acknowledged by LG but they still want to send it to their repair centre (understandable I guess).

I don't have a problem apart from 3-4 weeks without a phone, a very important phone at that.

The guy on the other end of the call seemed adamant that 3-4 weeks was perfectly acceptable, in fact I am sure he said it could go up to 6 weeks and he quoted that it was a reasonable time frame according to the consumer guarantee's act.

That got me thinking.

What do you think is a reasonable repair time? Keeping in mind that this phone arrived broken.

1 | 2

Hawkes Bay
8476 posts

Uber Geek
+1 received by user: 6

Retired Mod

Trusted

Lifetime subscriber

#538258 27-Oct-2011 18:26

You raise a whole lot of issues in your post that affect the whole situation, but for now, I will stick to the primary question.

3-4 weeks is reasonable (just) in my opinion.

johnr

19282 posts

Uber Geek
+1 received by user: 2526
Inactive user

#538259 27-Oct-2011 18:27

Put your SIM card into another handset

ArcticSilver

731 posts

Ultimate Geek
+1 received by user: 148

#538271 27-Oct-2011 19:14

johnr: Put your SIM card into another handset

That is difficult for a number of reasons, starting with needing another handset! But it may need to happen in the end.

I may just end up buying another phone and flogging this one off once repaired, may be my only option.

But either way, I post this as I was curious as to what people though was reasonable in terms of repair.

ArcticSilver

731 posts

Ultimate Geek
+1 received by user: 148

#538272 27-Oct-2011 19:16

tonyhughes: You raise a whole lot of issues in your post that affect the whole situation, but for now, I will stick to the primary question.

3-4 weeks is reasonable (just) in my opinion.

I possibly should of just asked in fewer words the question. More curious as to what people define as reasonable.

Personally I believe 2 weeks is reasonable, getting over that is borderline but understandable in some situations but over a month is completely unacceptable.

gzt

18685 posts

Uber Geek
+1 received by user: 7826

Lifetime subscriber

#538289 27-Oct-2011 19:44

I don't know your issues, but IMHO 1) if the phone arrived broken I would want a replacement, 2) if is not fit for the purpose it is advertised for, I would ask for a full refund. If actioned immediately after opening the box most major retailers (and even many small ones) will do this after a few blinks, even where they are not strictly obligated to they will usually find a way to make it happen.

A small importer using a warranty provider in a different country, different story altogether.

I agree - 2 weeks reasonable [edit: Just..]

bluedisk

226 posts

Master Geek
+1 received by user: 39

#538290 27-Oct-2011 19:44

No I don't believe 3-4 weeks is reasonable. 2 weeks is, just. We are all sold on this idea of the smartphone being an invaluable business tool, which in my case it certainly has become.
I'm surprised there is no business that rents smartphones for those of us who need one to tide us over the repair time.
Just two weeks ago I was in a similar predicament but fortunately my smartphone was returned in 3 days (refurbished I guess as it looked new without new packaging). At the time NL told me it would be 10-15 working days....
I would cut my losses and get something that just works, and sell off the LG on trademe.

Life is a daring adventure or nothing at all...

Lego

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

gzt

18685 posts

Uber Geek
+1 received by user: 7826

Lifetime subscriber

#538307 27-Oct-2011 20:07

Consider taking it to the local authorised LG service agent. Yes, it will wipe out your price advantage purchasing it from einfo, but you may still gain.

Local authorised service will almost certainly be quicker and there will be no intermediary for any information. If you can, start the process by taking the phone in and have a chat with them. Nothing like being there.

Anyone know who does most/all of the LG authorised warranty work in NZ?

networkn

Networkn
32868 posts

Uber Geek
+1 received by user: 15458

ID Verified

Trusted

Lifetime subscriber

#538312 27-Oct-2011 20:13

4 Weeks is unreasonable but not unexpected! However, if you sourced it as an import, you do take your chances (There has to be a downside to saving hundreds of dollars. I had a similar problem with a Samsung Pixon, they had to order a screen from overseas. They offered me a loan phone (Nokia 3200) but obviously that wasn't really worth it.

In the end I bought a Nokia N95 as a backup phone.

Ragnor

8279 posts

Uber Geek
+1 received by user: 585

Trusted

#538451 28-Oct-2011 02:19

Did you ask for a replacement or a loan phone?

richms

29104 posts

Uber Geek
+1 received by user: 10217

Trusted

Lifetime subscriber

#539141 29-Oct-2011 23:21

If you want immediate swap out etc then you shouldn't have gone to a bottom of the barrel parallel importer IMO. cheapest on pricespy is usually there for a reason.

Richard rich.ms

martyyn

1971 posts

Uber Geek
+1 received by user: 772

ID Verified

#539255 30-Oct-2011 12:26

Four weeks is completely unacceptable in my opinion and Im tired of people saying its ok because everyone has gotten used to it.

Would you accept your mechanic telling you it would take four weeks to fix your car, or a plumber your pipes, or an electrician to fix your tv ? No you wouldnt.

Its a complete cop-out to say it has to be sent away and sadly this complete lack of responsibility from NZ retailers is becoming the norm.

Lego

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

networkn

Networkn
32868 posts

Uber Geek
+1 received by user: 15458

ID Verified

Trusted

Lifetime subscriber

#539263 30-Oct-2011 13:13

Martyn: Actually your argument isn't logical, I just imported a car from the UK, I saved myself tens of thousands of dollars doing it, but it's a car made in the UK with UK specific SKU's in its assembly, there maybe a time where I am off the road, or a part of said car takes 4 weeks to repair and costs a lot more, if the parts need to be sourced from it's original location. BMW have no responsibility to keep UK Based SKU's in NZ just so I can save money importing from another country. If 1000 Cars came in from the UK, bought in by BMW so they could be competitive, or if I was sold said car by BMW NZ, I would expect parts to be locally acccesible.

If you import stuff yourself, or through a non official retailer then you takes your chances (Yes I have done this, yes I have been caught out, yes it's very annoying)

If you are lucky, then you can work with an importer that does such volumes (Like with the Galaxy S2) that parts are kept locally, but since each importer may source from a different location, and they all handle warranty at a different place for the lowest possible cost, you are likely facing delays.

martyyn

1971 posts

Uber Geek
+1 received by user: 772

ID Verified

#539501 31-Oct-2011 11:51

networkn: Martyn: Actually your argument isn't logical, I just imported a car from the UK, I saved myself tens of thousands of dollars doing it, but it's a car made in the UK with UK specific SKU's in its assembly, there maybe a time where I am off the road, or a part of said car takes 4 weeks to repair and costs a lot more, if the parts need to be sourced from it's original location. BMW have no responsibility to keep UK Based SKU's in NZ just so I can save money importing from another country. If 1000 Cars came in from the UK, bought in by BMW so they could be competitive, or if I was sold said car by BMW NZ, I would expect parts to be locally acccesible.

If you import stuff yourself, or through a non official retailer then you takes your chances (Yes I have done this, yes I have been caught out, yes it's very annoying)

If you are lucky, then you can work with an importer that does such volumes (Like with the Galaxy S2) that parts are kept locally, but since each importer may source from a different location, and they all handle warranty at a different place for the lowest possible cost, you are likely facing delays.

Your argument doesnt stack up by infering your German built, UK sourced BMW is any different to a German built NZ sourced BMW. My Vodafone supplied Nexus One is no different to a parallel imported one and given the globalisation of these companies do you honestly think the hardware is any different ?

As for your BMW youve picked the wrong example Im afraid. Im now onto my ninth and imported my e38 a few years ago from the UK, of course saving thousands of dollars. Ive owned German built cars for the UK, NZ and JPN markets aswell as South African built cars for their own market. Ive owned cars built for the UK, NZ, JPN and SA markets in NZ and have never had trouble getting or fitting parts from any of those markets to cars built for the other markets. If you see what I mean.

BMW part numbers are not specific to the car and certainly not specific to the market that car was sold in (albeit with a few exceptions such as radios on different frequencies for example). Ignoring the RHD/LHD issues you can fit parts built for the German market to UK, SA, NZ and JPN cars with no problems whatsoever and anyone who tells you otherwise is pulling your leg.

Whenever Ive needed parts from Germany, the UK or the US Ive had them delivered to my door in a week. My worst example was a specialist part I needed which had to come from Alpina themselves in Germany. Even then it was delivered and fitted within two weeks of me asking for it. It took Alpina three days to acknowledge the request in the first place and the transfer from Auckland to Wellington took another two days.

IMO, anyone who accepts being told it will take four weeks to repair something is being taken for a ride. Whether its a Vodafone sourced phone like mine, or an imported one, you cant tell me its not possible to access a fault, order, receive and repair the phone and have it back to the customer in under two weeks.

If its not, Id argue there is a big gap in the market because clearly the current repairers are too busy.

Volume doesnt come into it either. If a small number of handsets need repair then you order the bits as you need them. If lots come in for repair then clearly there is a need to have parts locally. But that wont happen whilst people accept being told it will take stupidly long times to repair something.

networkn: As an aside, if you need any BMW parts send me a PM, Id be more than happy to help if I can :)

networkn

Networkn
32868 posts

Uber Geek
+1 received by user: 15458

ID Verified

Trusted

Lifetime subscriber

#539511 31-Oct-2011 12:04

martyyn:
networkn: Martyn: Actually your argument isn't logical, I just imported a car from the UK, I saved myself tens of thousands of dollars doing it, but it's a car made in the UK with UK specific SKU's in its assembly, there maybe a time where I am off the road, or a part of said car takes 4 weeks to repair and costs a lot more, if the parts need to be sourced from it's original location. BMW have no responsibility to keep UK Based SKU's in NZ just so I can save money importing from another country. If 1000 Cars came in from the UK, bought in by BMW so they could be competitive, or if I was sold said car by BMW NZ, I would expect parts to be locally acccesible.

If you import stuff yourself, or through a non official retailer then you takes your chances (Yes I have done this, yes I have been caught out, yes it's very annoying)

If you are lucky, then you can work with an importer that does such volumes (Like with the Galaxy S2) that parts are kept locally, but since each importer may source from a different location, and they all handle warranty at a different place for the lowest possible cost, you are likely facing delays.

Your argument doesnt stack up by infering your German built, UK sourced BMW is any different to a German built NZ sourced BMW. My Vodafone supplied Nexus One is no different to a parallel imported one and given the globalisation of these companies do you honestly think the hardware is any different ?

As for your BMW youve picked the wrong example Im afraid. Im now onto my ninth and imported my e38 a few years ago from the UK, of course saving thousands of dollars. Ive owned German built cars for the UK, NZ and JPN markets aswell as South African built cars for their own market. Ive owned cars built for the UK, NZ, JPN and SA markets in NZ and have never had trouble getting or fitting parts from any of those markets to cars built for the other markets. If you see what I mean.

BMW part numbers are not specific to the car and certainly not specific to the market that car was sold in (albeit with a few exceptions such as radios on different frequencies for example). Ignoring the RHD/LHD issues you can fit parts built for the German market to UK, SA, NZ and JPN cars with no problems whatsoever and anyone who tells you otherwise is pulling your leg.

Whenever Ive needed parts from Germany, the UK or the US Ive had them delivered to my door in a week. My worst example was a specialist part I needed which had to come from Alpina themselves in Germany. Even then it was delivered and fitted within two weeks of me asking for it. It took Alpina three days to acknowledge the request in the first place and the transfer from Auckland to Wellington took another two days.

IMO, anyone who accepts being told it will take four weeks to repair something is being taken for a ride. Whether its a Vodafone sourced phone like mine, or an imported one, you cant tell me its not possible to access a fault, order, receive and repair the phone and have it back to the customer in under two weeks.

If its not, Id argue there is a big gap in the market because clearly the current repairers are too busy.

Volume doesnt come into it either. If a small number of handsets need repair then you order the bits as you need them. If lots come in for repair then clearly there is a need to have parts locally. But that wont happen whilst people accept being told it will take stupidly long times to repair something.

networkn: As an aside, if you need any BMW parts send me a PM, Id be more than happy to help if I can :)

We will need to agree to disagree here, as I know for a FACT my UK 335i is different to the NZ new model, as was my Japanese Imported S4, from the locally deployed S4 (for a start the Import was a year newer in spec so equivalent to a NZ new 1 year newer). Perhaps not every part, or even a lot of parts, but some of the parts, (anything that refers to Miles vs KM is just one example).

4 Weeks is heading to the longest I would expect, but in terms of getting the phone, waiting in the queue for diagnosis, diagnosis, ordering parts (Often done once or twice a month by the service agents rather than in dozens of smaller shipments), payment, shipping, customs clearance, install, test and redeploy to the customer.

VF service agents keep parts locally (Or should) because of the limited number of phones, and the fact they know exactly how many handsets are in the market, but individual importers and their service agents wouldn't likely keep every part for every phone they sold *unless* they sold significant volume and were a "responsible" importer .

gzt

18685 posts

Uber Geek
+1 received by user: 7826

Lifetime subscriber

#539512 31-Oct-2011 12:04

The OP's situation relates to a parallel importer. The only time I have ever used one knowingly, the service/repair experience was extremely disappointing in so many ways.

I am interested to know if the situation is the same with other parallel importers.

1 | 2