Consumer rights with faulty 2 degrees phone

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Consumer rights with faulty 2 degrees phone

Shannon77

5 posts

Wannabe Geek

#116814 10-May-2013 20:13

Hi guys, I am new to this geekzone but hoping to get somewhere with the issues i have been having with my phone and 2 degrees for 8 months now. Please read the link http://www.trademe.co.nz/Community/MessageBoard/Messages.aspx?id=1258549&topic=5

Any advice or help is very much appreciated.

SaltyNZ

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2degrees

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#815467 10-May-2013 20:33

It would probably help to post - in *either* thread, although someone has already asked in the other one and you haven't done so - what the actual problem is.

iPad Pro 11" + iPhone 15 Pro Max + 2degrees 4tw!

These comments are my own and do not represent the opinions of 2degrees.

Shannon77

5 posts

Wannabe Geek

#815470 10-May-2013 20:45

Ok yes fair enough, first time it got sent away it had a faulty touchscreen so was sending txts to lots of different people in my contacts list, was dialing contacts by itself, switching off by itself, screen would go blank and not go back to normal screen, sometimes went into emergency screen, you would touch to go into a particular txt conversation and it would choose another conversation with someone else. So yes they realised i wasnt making up stories and acknowledged that it was a faulty screen and apparetly fixed. Same problem this time but when i touch the screen it just goes black and freezes as well as some of the initial problems.

blakamin

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#815480 10-May-2013 20:53

What sort of phone is it?

freitasm

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#815482 10-May-2013 21:02

As suggested, if you need help, please help us... Post specifics: when you bought it, what manufacturer and model, where you bought it, what OS version is running, if you ever rooted/unlocked/jailbroke it and so.

Does the problem happen if the phone is factory reset and no other software is installed? Any third party software installed from sources other than the official online marketplaces (i.e. downloads from other websites, etc).

Any and all information. Don't give details just when asked. Put everything upfront. People here can't help without knowing all the details.

Shannon77

5 posts

Wannabe Geek

#815484 10-May-2013 21:04

It is a LG Optimus Pro C660, edited to say it does this with no third party software installed, i did not add anything to the phone and problem still there. Phone bought 8 months ago so that would be August.

DonGould

3892 posts

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#815486 10-May-2013 21:11

Hey Shannon,

As I suggested on TMMB, you've attracted exactly the attention of the folk who I suggested you needed to be in touch with to sort out your phone issues.

I suggest working though the questions these folk are asking in as much detail as you can.

While it's just SOOO not obvious, these guys are specialists at breaking this stuff down and gathering the information you and they need to just get your phone problems solved quickly in a way that makes them go away and stay away! :)

I know this process may seem annoying (believe me, you ask some of them here and they'll tell you I've found it annoying in the past) but they know how the systems work and what needs to be asked and done to push your problem though the processes to get this closed down.

D

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johnr

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#815487 10-May-2013 21:18

Have yoi checked using the LG update tool for any software updates?

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Shannon77

5 posts

Wannabe Geek

#815489 10-May-2013 21:25

No i have not previous poster, i am not exactly up to date with all this technology, the phone is still away getting fixed for the second time, i would have thought that perhaps they may have thought of this since they (at 2 degrees) are the experts, i do indeed appreciate the help and will try to answer all the questions although like i said i am not an expert and only know the basics, they went through downloading apps etc with me and they were not an issue.

Shannon77

5 posts

Wannabe Geek

#815491 10-May-2013 21:29

Phone has not been rooted/unlocked/jailbroke as previously asked, bought at 2 degrees Lower Hutt, i am not familiar with what the os version is im afraid, as previously stated im not technology minded.

DonGould

3892 posts

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#815496 10-May-2013 21:37

johnr: Have yoi checked using the LG update tool for any software updates?

John can you do that from the phone? I've got an LG and the last time I updated anything I think I had to do that from my PC.

Does anyone know off hand how Shannon can check the software version and keep it up to date?

I know google play prompts me for app updates all the time, but I don't ever recall seeing a prompt to update the OS.

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styxgeist

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#815543 10-May-2013 23:38

Get it sent away for repair the 3 times. If it's still faulty after that they are in breach of fixing the device in a reasonable timeframe under the consumer gaurantees act. Then raise a ticket with the TDRS tdr.org.nz

That will get 2degs Cust care service's A into G so to speak.

freitasm

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#815604 11-May-2013 08:48

The smartphone is under warranty and it should be covered by the CGA so they have to either get it fixed, swap for a new one that works or refund you. If it comes back the second time with the same problem you should tell them you will exercise your right to either get a swap or refund, assuming you have not done anything silly (dropped the phone, sunk it in water).

The CGA applies only if you are a consumer, not business. If you bought this smartphone through a business account or invoice has a business name, then you are not covered.

You probably cannot use the disputes process in the TDR as that relates to telecommunications services and I'd say this is a retail matter. Also the TDR process requires you first lodge a formal complain with the telco and only after a few weeks without resolution then you can apply for the TDR dispute.

slippers

193 posts

Master Geek

#835946 12-Jun-2013 16:44

LG phones don't like SD cards....

I don't know whether its a design oversight or what it is but I've noticed that a fair few LG Android phones start having major performance issues of various sorts including the black-screen symptom as described.

If I had a dollar for every time I've fixed someone's LG firstly by removing the SD card, resetting it and as far as any crash/freeze/jerk like symptoms go - it seems to work almost every time.

In some cases the long term solution for said phone was to move all applications that relied on SD data on to the phone memory and clear the cache - If possible format sd card from the phone and avoid mixing and matching.

Try it....

BTW your story sounds a bit sketch....bit of an over emphasis on the 'calling and texting by itself' angle.... ;) jusssayn

vexxxboy

4245 posts

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#835984 12-Jun-2013 17:23

slippers: LG phones don't like SD cards....

I don't know whether its a design oversight or what it is but I've noticed that a fair few LG Android phones start having major performance issues of various sorts including the black-screen symptom as described.

If I had a dollar for every time I've fixed someone's LG firstly by removing the SD card, resetting it and as far as any crash/freeze/jerk like symptoms go - it seems to work almost every time.

In some cases the long term solution for said phone was to move all applications that relied on SD data on to the phone memory and clear the cache - If possible format sd card from the phone and avoid mixing and matching.

Try it....

BTW your story sounds a bit sketch....bit of an over emphasis on the 'calling and texting by itself' angle.... ;) jusssayn

if my LG phone had performance issues because i used a SD card then i would consider that a fault and would expect it to be fixed under warranty

Common sense is not as common as you think.

2degreesCare

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#836224 13-Jun-2013 11:17

To the OP.

The guys in the store will check the phone through but if they cannot fix the issue it will be sent off to the repairers. If it's under warranty, assessed to be a manufacturers fault and cannot be repaired it will be replaced.

The store would be able to arrange this through the repair agent.

If you want me to follow up any issues on this please PM me the details, including your 2degrees #, address, IMEI of the phone and details of the fault.

Cheers
^POB