Customer service refuses to replace faulty modem still under warranty

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Customer service refuses to replace faulty modem still under warranty

1 | 2 | 3

Mad Scientist
30014 posts

Uber Geek
+1 received by user: 6217

Trusted

Lifetime subscriber

#309596 21-Mar-2010 19:56

1) i always get frustrated when mega companies "lose track" of what they've done to people (me) when

2) but sometimes my memory plays tricks on me and i am delusioned about what i bought from where/when (on the odd occassion)

3) one thing i do know, if i bought a frying pan that breaks but i lose the receipt, chances are i won't get a replacement, but i might

4) regarding the case of 'Quandum vs Slingshot' ...

Batman

Mad Scientist
30014 posts

Uber Geek
+1 received by user: 6217

Trusted

Lifetime subscriber

#309599 21-Mar-2010 19:59

what's the router brand? perhaps slingshot can say they have or have never supplied it through another company (slingshot sells broadband, i presume they contract their routers off someone else and has a different office looking after these things, and sometimes have 2 databases which fail to coexist/merge)

richms

29099 posts

Uber Geek
+1 received by user: 10210

Trusted

Lifetime subscriber

#309600 21-Mar-2010 20:02

Perhaps a staffer supplied it and then realized they stuffed up so removed any trace of the stuffup so they didnt get yelled at for sending out routers they should not have done?

In anycase, the supplier will be able to trace it by serial number, so approch them about it. Not telling us what router it is makes me very sus that its not a real issue and someone is just trying it on with wanting SS to give them another.

Richard rich.ms

quandum

204 posts

Master Geek
+1 received by user: 5

#309838 22-Mar-2010 16:43

Slingshot only have a record from last year of an internet plan change last year.
The router was sent out at the same time.
They say there is no record of the router being sent out, so perhaps it was Santa working undercover.

It is a blue billion router.

I would love to change the world, but they won't give me the source code

#BOFH

Slingshot

1004 posts

Uber Geek
+1 received by user: 59

Trusted

Slingshot

#309842 22-Mar-2010 16:49

quandum: Slingshot only have a record from last year of an internet plan change last year.
The router was sent out at the same time.
They say there is no record of the router being sent out, so perhaps it was Santa working undercover.

It is a blue billion router.

There you go.

We haven't sold billion routers for around 5 years.

Dynalink and Netcomm are the brand of routers we supply.

www.slingshot.co.nz

www.twitter.com/SlingshotNZ

https://www.facebook.com/SlingshotNZ

System

521 posts

Ultimate Geek

#309855 22-Mar-2010 17:17

Well thats pretty solid proof that what you were mistaken, thats one of the reasons why stuff dosn't get replaced without proof of where you got it from

PC: 3.3ghz Core i5-2500, 8gb DDR3, ATI Radeon 5850, 27" QHD IPS Monitor

Mobile Phone: iPhone 5 32gb Graphite.

Lego

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

quandum

204 posts

Master Geek
+1 received by user: 5

#309863 22-Mar-2010 17:44

Edit :

Sorry, it is a Dynalink, not a Billion.
I was thinking of another slingshot customer with a Billion router issue, whose router WAS replaced under warranty - albeit that was a while ago.

Apologies for any confusion caused.

I would love to change the world, but they won't give me the source code

#BOFH

CamH

615 posts

Ultimate Geek
+1 received by user: 327

Subscriber

#309892 22-Mar-2010 18:49

Yeah, sorry, this just seems slightly fishy.

What's the model of the router?

Any proof whatsoever that it came from Slingshot?

nziced

23 posts

Geek

#309899 22-Mar-2010 19:15

Customer: You won't replace it but it came from you

Slingshot: Theres no record of one being sent to your girlfriend.

Customer: Well you did but she doesn't have a receipt.

Slingshot: What brand is it?

Customer: It's a Billion

Slingshot: We dont sell Billions anymore, thats SO 5 years ago :P, we now sell Dynalink's

Customer: Oh yea that was another friend lol, im very bad at this, it was a Dynalink...

This story sounds very fishy to be honest...

Here's the facts:

Customer isn't the person complaining about her product, to the person she claims she got it from.
Customer claims to have received a wireless router from her ISP when they never gave them away when she claimed it was received.
Customers boyfriend makes statements on the off chance the ISP will just GIVE them a replacement.
Customers boyfriend then says it is a product which was sold 5+ years ago.
Customers ISP says they now supply another brand
Customers boyfriend says "oh HI, yes it's one of those, me forget hehehe"

All in all, if you don't have a receipt and it isn't in the computer, then the likelihood anyone will replace it is 0%

Batman

Mad Scientist
30014 posts

Uber Geek
+1 received by user: 6217

Trusted

Lifetime subscriber

#309903 22-Mar-2010 19:24

???
i am so confused by this case - any professional judges out there? judge judy where are you?

System

521 posts

Ultimate Geek

#309913 22-Mar-2010 19:45

nziced: Customer: You won't replace it but it came from you

Slingshot: Theres no record of one being sent to your girlfriend.

Customer: Well you did but she doesn't have a receipt.

Slingshot: What brand is it?

Customer: It's a Billion

Slingshot: We dont sell Billions anymore, thats SO 5 years ago :P, we now sell Dynalink's

Customer: Oh yea that was another friend lol, im very bad at this, it was a Dynalink...

This story sounds very fishy to be honest...

Here's the facts:

Customer isn't the person complaining about her product, to the person she claims she got it from.
Customer claims to have received a wireless router from her ISP when they never gave them away when she claimed it was received.
Customers boyfriend makes statements on the off chance the ISP will just GIVE them a replacement.
Customers boyfriend then says it is a product which was sold 5+ years ago.
Customers ISP says they now supply another brand
Customers boyfriend says "oh HI, yes it's one of those, me forget hehehe"

All in all, if you don't have a receipt and it isn't in the computer, then the likelihood anyone will replace it is 0%

That sums it up pretty nicely

PC: 3.3ghz Core i5-2500, 8gb DDR3, ATI Radeon 5850, 27" QHD IPS Monitor

Mobile Phone: iPhone 5 32gb Graphite.

HP

Shop now for HP laptops and other devices (affiliate link).

richms

29099 posts

Uber Geek
+1 received by user: 10210

Trusted

Lifetime subscriber

#309918 22-Mar-2010 19:54

Hey slingshot, my dvd writer doesnt work, you need to replace it. Yeah you do you gave it to me when I changed something some time ago but you have no record of it. Also my TV you supplied is broken. Please send new ones now because your customer service is crap if you dont. Oh yeah, they are not mine, they are someone elses but I have authority to ask you to swap them...

.... Honest!....

Richard rich.ms

CamH

615 posts

Ultimate Geek
+1 received by user: 327

Subscriber

#309920 22-Mar-2010 19:58

richms: Hey slingshot, my dvd writer doesnt work, you need to replace it. Yeah you do you gave it to me when I changed something some time ago but you have no record of it. Also my TV you supplied is broken. Please send new ones now because your customer service is crap if you dont. Oh yeah, they are not mine, they are someone elses but I have authority to ask you to swap them...

.... Honest!....

LOL.

Oh yeah, Slingshot, well your at it, my Ferrari is broken. Can you replace it? You shipped it to me after all.

quandum

204 posts

Master Geek
+1 received by user: 5

#309930 22-Mar-2010 20:30

nziced: Customer: You won't replace it but it came from you

Slingshot: Theres no record of one being sent to your girlfriend.

Customer: Well you did but she doesn't have a receipt.

Slingshot: What brand is it?

Customer: It's a Billion

Slingshot: We dont sell Billions anymore, thats SO 5 years ago :P, we now sell Dynalink's

Customer: Oh yea that was another friend lol, im very bad at this, it was a Dynalink...

This story sounds very fishy to be honest...

Here's the facts:

Customer isn't the person complaining about her product, to the person she claims she got it from.
Customer claims to have received a wireless router from her ISP when they never gave them away when she claimed it was received.
Customers boyfriend makes statements on the off chance the ISP will just GIVE them a replacement.
Customers boyfriend then says it is a product which was sold 5+ years ago.
Customers ISP says they now supply another brand
Customers boyfriend says "oh HI, yes it's one of those, me forget hehehe"

All in all, if you don't have a receipt and it isn't in the computer, then the likelihood anyone will replace it is 0%

@NZIced : get your facts right, customer is a friend (one of my clients actually)
Secondly, when on the phone slingshot, they were clearly told them the CORRECT make / model.

My last post on here was a typo, which I edited. Dont get your undies in a twist.

Fact is, that the slingshot supplied router is within warranty and should be replaced.

I would love to change the world, but they won't give me the source code

#BOFH

CamH

615 posts

Ultimate Geek
+1 received by user: 327

Subscriber

#309934 22-Mar-2010 20:34

quandum:
nziced: Customer: You won't replace it but it came from you

Slingshot: Theres no record of one being sent to your girlfriend.

Customer: Well you did but she doesn't have a receipt.

Slingshot: What brand is it?

Customer: It's a Billion

Slingshot: We dont sell Billions anymore, thats SO 5 years ago :P, we now sell Dynalink's

Customer: Oh yea that was another friend lol, im very bad at this, it was a Dynalink...

This story sounds very fishy to be honest...

Here's the facts:

Customer isn't the person complaining about her product, to the person she claims she got it from.
Customer claims to have received a wireless router from her ISP when they never gave them away when she claimed it was received.
Customers boyfriend makes statements on the off chance the ISP will just GIVE them a replacement.
Customers boyfriend then says it is a product which was sold 5+ years ago.
Customers ISP says they now supply another brand
Customers boyfriend says "oh HI, yes it's one of those, me forget hehehe"

All in all, if you don't have a receipt and it isn't in the computer, then the likelihood anyone will replace it is 0%

@NZIced : get your facts right, customer is a friend (one of my clients actually)
Secondly, when on the phone slingshot, they were clearly told them the CORRECT make / model.

My last post on here was a typo, which I edited. Dont get your undies in a twist.

Fact is, that the slingshot supplied router is within warranty and should be replaced.

OK, let's see:

Can you prove in any way that it came from Slingshot?

And can you tell us the model number - Just to give your story a little bit more credibility?

1 | 2 | 3