Faulty iPhone - Voda not helping!

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Ebbi

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Master Geek

Topic # 94877 20-Dec-2011 17:58

Hi guys,

My cousin purchased an iPhone 4 from Vodafone last year, and ever since she purchased it, the phone was not working properly - it would randomly turn off. She used to take it back to the store she got it from, but they said that there was nothing wrong with it.

A few weeks ago, she went to the store to get it updated to iOS5, so Vodafone Albany did it. When she got home, the phone turned off and never turned on again.

She went back to the store, and she was told that she will have to pay $280 for a repair cost - which she disputed. After a bit of haggling, she was told that they will waive the repair fee. After a bit of haggling, she was given a replacement phone to use in the time being.

Come today, she received a call to say that the repair cost is actually $400, not the initial $280 stated, and that she will have to pay the full amount! Not only that, she was advised that the cost of $400 is more than the cost to replace it, so they said she should upgrade to a new iPhone on a $80 per month, 24 month term contract.

She's pretty distressed with this whole situation, as it took a lot of time travelling to the store, and waiting to talk to people at the call centre.

Has anyone else experienced anything like this from Vodafone, and if so, what was your plan of action?

Is there anyone she can talk to, since clearly she's going nowhere with the dealers and call centres.

Cheers
ebbi

tardtasticx

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Reply # 560048 20-Dec-2011 18:56

If she purchased it last year, and she hasn't dropped it / gotten the phone wet, then its fair to expect the iPhone to last longer than this.

Advise the store that under the CGA, the product has to last a reasonable amount of time. 2 Years max for a phone that would cost near / over 1K, is not reasonable. Tell them they need to provide a remedy within a reasonable amount of time. If that fails, write a formal letter to the store manager explaining the situation, and what you would like them to do (repair the phone in this case).

If that doesn't result in anything, threaten the disputes tribunal.

I'm sure it won't get to that stage, JohnR probably knows some people too so he might be able to help out.

Stay calm while you talk to them too, best thing you can ever do.

Consumer.org:
If the problem cannot be fixed, or cannot be put right within a reasonable time, or is substantial, you can:

Reject the product and choose a replacement of the same type or similar value or a full refund of your purchase price

Consumer.org:
Substantial means:

- A reasonable consumer wouldn't have bought the goods if they'd known about the fault.
- The goods are significantly different from their description, sample or demonstration model.
- The goods are substantially unfit for purpose.
- The goods are unsafe.

So I think the fact the phone no longer turns on is grounds for a refund/replacement since it is easily classed as a "Substantial" fault, due to it being substantially unfit for purpose, ie. you can't make calls or send texts since it no longer boots, which is the main idea of this device.

Best of luck. You don't have to follow my advice haha but let us know how it gets on?

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LennonNZ

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Reply # 560052 20-Dec-2011 19:10

A few things to question/comment?

- What is actually wrong with it ? Have they said?
- I would think anything but water damage (most phones have sensors on them) would mean no cost at all if the phone is faulty.
- They don't "repair" iPhones in NZ (or a lot of countries) but give you a refurbished iPhone 4
- A NEW iphone 4 is $899 which is more than $400 than the quoted price
- They have actually fixed it already? (as I said above they don't fix them in NZ)
- If the problem is not water damage then the iPhone should last a lot longer than 1-2 years
- If the problem is water damage then they won't replace(fix) it so it can't be water damage as they want to charge you to fix/replace it.
- As its over a year old.. it won't be covered under Apple's Warreanty but under the CGA it should last longer. Claim under the CGA and as long as its nothing you have done you should get a new/refurbished one quite easily.

As this is all third hand.. shop -> cousin > you > here maybe things have got a little confused on what was said.

Ebbi

84 posts

Master Geek

Reply # 560056 20-Dec-2011 19:34

Thanks for the responses guys.

The phone is in mint condition - no water damage and has been in a case, so no physical damage at all.

I will get her to write a letter and cite the CGA etc. Looks like that's the only option. Will update you on how it goes.

Thanks again

johnr

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Reply # 560057 20-Dec-2011 19:36

If the handset has liquid damage then it will not be covered under warranty

A shop / sales person should not be making calls if a handset is faulty or not! This is up to the service agent or Apple that is qualified to make this call,

I am not sure why the person is taking it to Vodafone to update the iOS this should be done by the customer using itunes incase something does go wrong like data is loss but that is up to the store I guess,

The OP needs to post what is on the service form

John

nomiss7

112 posts

Master Geek

Reply # 560203 21-Dec-2011 11:21

I had issues with a 3GS a while ago, rang Vodafone and they gave me a number to phone Apple directly to get it looked at. Took it in to Vodafone store and they sent it away for me and it was all sorted within 10 days or so and i had a replacement handset.
In saying that, it was within the 12month manufacturers warranty so might have made a difference as to how helpful everyone was being.

gzt

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Reply # 560209 21-Dec-2011 11:34

Sending the customer away over the original random shutdown problem was a very bad call indeed.

If she was absolutely told the repair cost would be waived, and it was not, that is also a problem.

freitasm

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Reply # 560212 21-Dec-2011 11:38

Ebbi: Come today, she received a call to say that the repair cost is actually $400, not the initial $280 stated, and that she will have to pay the full amount! Not only that, she was advised that the cost of $400 is more than the cost to replace it, so they said she should upgrade to a new iPhone on a $80 per month, 24 month term contract.

It sounds to me like a rogue sales person is trying to pull a fast one and get commission on a new contract/resign/sale...

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marmel

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Reply # 560248 21-Dec-2011 13:17

I'm sure there is more to this saga.

As JohnR suggested post the details from the repair form so we know what they are claiming is wrong with it.

Water damage is by far the most common cause of damage to phones and you don't have to drop them in a puddle either, sweaty pockets or humid enviroments can cause problems as well.