Customer service refuses to replace faulty modem still under warranty

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quandum

204 posts

Master Geek

#58763 18-Mar-2010 22:28

So I was speaking to Slingshot on behalf of a friend (with her permission...)

Issue: Slingshot supplied wireless modem is faulty (less than a year old) and they REFUSE to replace it.

"You can go out and buy your own, or, sign up to a 24 month contract"

VERY poor poor customer service IMHO, because, she's ALREADY signed up to the contract to get the first wireless modem in the first place, and given that its faulty within warranty, shouldnt have to do it again?

Anyone from Slingshot care to assist?

She / I spent over 90 minutes over the phone with the "Customer care" team.

Yes, I realise that a router isnt that expensive, but its a matter of principle!

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

#BOFH

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1771 posts

Uber Geek

#308971 19-Mar-2010 00:05

Refusing to replace the router within the warranty period is against the law.

http://www.consumeraffairs.govt.nz/consumerinfo/cga/faultygoods.html#return

rm *

andrewcnz

961 posts

Ultimate Geek

#308979 19-Mar-2010 05:30

If the router was supplied by slingshot, it most likely would have be sent direct from the routers local distributor,and should have come with some warranty information.

Slingshot

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Slingshot

#308995 19-Mar-2010 08:15

All our routers have a 12 month warranty.

Not sure why you're having an issue..

Can you PM your account number to me?

www.slingshot.co.nz

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nate

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#308999 19-Mar-2010 08:33

I would say it's a misinformed customer service rep - make sure you private message the Slingshot rep here, and once it's all sorted it, reply here with what happened.

quandum

204 posts

Master Geek

#309041 19-Mar-2010 10:37

@Slingshot : You have mail ...

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

#BOFH

Slingshot

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Slingshot

#309057 19-Mar-2010 11:31

quandum: @Slingshot : You have mail ...

My reply for those interested:

Hi,

Ive had a good look at your account and your issue.

The problem is, we've never done a 'free wireless with no contract' offer - the cost of doing something like that are simply too high with no contract assoicatated. My role is in Marketing and I make these desicions.

I can find no record of us ever sending you a wireless router either...

We did send you a free one port router back in July 2006 however, but obviously that is outside the warrantly period of 12 months.

As the rep has mentioned, we can certainly provide you a new wireless for free, and reduce the contract length from 24 to 12 months.

Sorry, but there isnt much else I can do - hope this is a suitable explaination.

www.slingshot.co.nz

www.twitter.com/SlingshotNZ

https://www.facebook.com/SlingshotNZ

PhantomSS

25 posts

Geek

#309074 19-Mar-2010 11:49

Slingshot:
quandum: @Slingshot : You have mail ...

My reply for those interested:

Hi,

Ive had a good look at your account and your issue.

The problem is, we've never done a 'free wireless with no contract' offer - the cost of doing something like that are simply too high with no contract assoicatated. My role is in Marketing and I make these desicions.

I can find no record of us ever sending you a wireless router either...

We did send you a free one port router back in July 2006 however, but obviously that is outside the warrantly period of 12 months.

As the rep has mentioned, we can certainly provide you a new wireless for free, and reduce the contract length from 24 to 12 months.

Sorry, but there isnt much else I can do - hope this is a suitable explaination.

Sounds like the sutomer was confused as to what they received. However Slingshot's offer of a free wireless router on a 12 month contract is more than nice, its superb!

This is why I have them as my ISP. Might not have the BEST customer service team (though in this case there was nothing wrong, just a misinformed customer) but their services are outstanding

Lenovo

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

quandum

204 posts

Master Geek

#309141 19-Mar-2010 14:09

Hi mate,

see comments below.

The problem is, we've never done a 'free wireless with no contract' offer - the cost of doing something like that are simply too high with no contract assoicatated. My role is in Marketing and I make these desicions.

I didnt mention anything about a free wireless with no contract. This person has been a regular, pay on time customer since 2006.

I can find no record of us ever sending you a wireless router either...

Yes, I realise this, but there was definately one sent, not in 2006, but last year, after the plan upgrade

We did send you a free one port router back in July 2006 however, but obviously that is outside the warrantly period of 12 months.

This is not the router I am talking about. This was not even a wireless router. I dont know why / how your system doesnt have the wireless on record, but only the plan upgrade.

Can you help? The router was definately sent out from S/s after the upgrade...

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

#BOFH

Slingshot

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Slingshot

#309150 19-Mar-2010 14:41

The problem is, we've never done a 'free wireless with no contract' offer - the cost of doing something like that are simply too high with no contract assoicatated. My role is in Marketing and I make these desicions.

I didnt mention anything about a free wireless with no contract. This person has been a regular, pay on time customer since 2006.

>>Sorry, your friend mentioned this on the phone to us.

I can find no record of us ever sending you a wireless router either...

Yes, I realise this, but there was definately one sent, not in 2006, but last year, after the plan upgrade

>>As your friend mentioned an offer that doesnt exist (and the fact we only started going free wireless routers this year), confirms that we havent sent anything out.

We did send you a free one port router back in July 2006 however, but obviously that is outside the warrantly period of 12 months.

This is not the router I am talking about. This was not even a wireless router. I dont know why / how your system doesnt have the wireless on record, but only the plan upgrade.

Can you help? The router was definately sent out from S/s after the upgrade...

>>We need proof from your end..a statement of delivery, something like that - otherwise there is nothing else I can do. Has she contacted the supplier of the router?

www.slingshot.co.nz

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https://www.facebook.com/SlingshotNZ

xpd

Geek @ Coastguard NZ
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#309166 19-Mar-2010 15:18

Customer service etc aside, why not just contact the router manufacturer and just say that it was a gift so you dont know where it came from but is still under warranty as far as you know and see what they can do from there.... pretty sure theyll be happy to help you out.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

LinkTree

quandum

204 posts

Master Geek

#309172 19-Mar-2010 15:25

Sigh...you see what I mean about poor customer service / after sales.

Not the users fault that your system only has a record of a plan update, but not the router with it.

The other ridiculous ask is for a delivery docket / POD from a personal customer after such a long time. Were you expecting a courier bag?

IMHO, one of your sales team screwed up the initial plan upgrade. Basically, if the router isnt replaced, Slingshot are going to probably end up losing this person's business at the least.

The amount of time your customer service team have spent on this issue, would have probably paid for more than a few routers!

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

#BOFH

System

521 posts

Ultimate Geek

#309189 19-Mar-2010 16:06

Its hard to prove things without proof of receiving like you would of genrally got an invoice even if the modem was free and it is up to the consumer to store that proof as without it there is nothing seperating you from someone that genuinely has a fault and got their modem from slingshot and someone that did not get it from slingshot and wants to claim a free modem through them. Also without the invoice there is no way for you to prove it is still under warranty other than your word.

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nziced

23 posts

Geek

#309224 19-Mar-2010 17:14

I don't see how she got a free wireless router from Slingshot last year, with nothing on the account saying so when they only started giving free wireless routers on a contract basis THIS year. It doesnt add up.

CamH

564 posts

Ultimate Geek

#309530 21-Mar-2010 15:43

quandum: Sigh...you see what I mean about poor customer service / after sales.

Not the users fault that your system only has a record of a plan update, but not the router with it.

The other ridiculous ask is for a delivery docket / POD from a personal customer after such a long time. Were you expecting a courier bag?

IMHO, one of your sales team screwed up the initial plan upgrade. Basically, if the router isnt replaced, Slingshot are going to probably end up losing this person's business at the least.

The amount of time your customer service team have spent on this issue, would have probably paid for more than a few routers!

IMO, it seems that Slingshot has been very helpful with this issue (especially the rep here on GZ). Apart from the fact your story doesn't add up, and it's not even your router. Maybe your friend is confused on where they got the router or something.

I still have the delivery docket from my original modem back in '05/06. Never know when those things can come in handy!

Just out of curiosity, what model router is it?

richms

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#309593 21-Mar-2010 19:45

Surely there was an email sent out to confirm the date that the router was shipped, if indeed it was shipped from slingshot?

Richard rich.ms

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