[Snap] Dead Fritzbox

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] Dead Fritzbox

ovipop

34 posts

Geek

#169632 20-Mar-2015 22:50

I came home last week and found my Fritzbox 7390 was dead. I called Snap and they answered immediately and told me that if the fault was caused by a power surge, they won't replace it and I should ask my insurance company. Tough luck, my excess is higher ($500) than the modem ($395).
If it wasn't a power surge, they would replace it with a new 7490 model worth the same $395.

I agreed to send the modem back - they checked it and found the power supply is ok but modem won't start. They agree to send me a new modem.

I get the new modem and realise it's a 7390 packaged in a 7360 box. When I ask them where did they get the modem from, they say they had it from "somewhere".

I sent the modem back and ask for a new 7490 as agreed or a full refund - as I am entitled under the Consumer Guarantees Act. They reply the refund has been declined and that my only option is the $7390 from "somewhere" because they don't have any 7490 in stock. Moreover, they claim it was a power surge that killed it but they confirmed they have no means to check it.

Any suggestions? I like Snap but not the fact that I had to pay almost $400 for a modem that I can't get replaced / refunded when it fails.

1 | 2

893 posts

Ultimate Geek

Trusted

#1264356 20-Mar-2015 23:21

I had a similar issue. Wasn't due to a power surge though. Had been in its box for an extended period, and just refused to turn on when I tried to use it. It wasn't the Fritzbox that was dead however - it was its power supply. When I connected the power supply to another modem, said modem wouldn't power up. Snap sent out a replacement PSU and all is well with it again.

Lenovo

Lenovo computer and accessories deals (affiliate link).

lxsw20

3197 posts

Uber Geek

#1264375 20-Mar-2015 23:51

I don't see how the CGA entitles you to an upgrade. They sent you back what you had, what is the problem? (except you didn't get a free upgrade...)

sidefx

3639 posts

Uber Geek

Trusted

#1264376 20-Mar-2015 23:58

lxsw20: I don't see how the CGA entitles you to an upgrade. They sent you back what you had, what is the problem? (except you didn't get a free upgrade...)

I agree the OP is not entitled to an upgrade, but given the replacement came in a 7360 box, it sounds like they may have sent what is effectively a refurbished replacement - this is a bit of a no-no according to consumer affairs wrt CGA:

http://www.consumeraffairs.govt.nz/for-consumers/law/consumer-guarantees-act/got-a-problem-with-goods#refurbished

"I was born not knowing and have had only a little time to change that here and there." | Electric Kiwi | Sharesies
- Richard Feynman

lxsw20

3197 posts

Uber Geek

#1264379 21-Mar-2015 00:06

Sure, if you want to get technical about it. They are hardly going to be able to repair the device are they? Frankly I think it's a non issue.

Yabanize

2348 posts

Uber Geek

#1264382 21-Mar-2015 00:17

lxsw20: Sure, if you want to get technical about it. They are hardly going to be able to repair the device are they? Frankly I think it's a non issue.

However the CGA says you don't have to accept a refurbishment

Aredwood

3885 posts

Uber Geek

#1264393 21-Mar-2015 01:25

Any idea if the replacement fritzbox is newer or older than the one that died? Surely you could tell by comparing serial numbers. Or maybe MAC addresses. Problem is the consumer affairs website says that the "refurbishment" issue hasn't been tested in court. Meaning that it may actually be perfectly acceptable to provide refurbished items.

Problem is we don't know how old the OP's original fritzbox actually is. If the original was 3 years old, and the replacement is 1 year old. Then I think supplying a refurbished one is reasonable. But if the replacement is older, Then not reasonable.

Also Snap were previously running a promotion where if you signed up to a certain plan, and you were an existing customer with a 7390. You could send it back and get a free 7490. This means they probably have a pile of secondhand 7390s that they are trying to get rid of. Maybe try asking Snap if they could send you another 7390. (you keep both) Then if you have another failure, you can get your internet working again immediately instead of having to wait for a replacement. And you could setup wireless distribution with the 2 7390s as well.

ovipop

34 posts

Geek

#1264427 21-Mar-2015 09:40

This what CGA says:

"If the problem is serious or cannot be fixed

You as the buyer choose the remedy. You can choose to:

return (reject) the goods and get your money back, or
return the goods for a replacement of similar value and type (if the goods are reasonably available as part of the retailer’s stock ), or
keep the goods and have the price reduced to make up for its drop in value."

Iinitially I accepted a replacement option - SNAP offered the 7490 which is the only one the sell currently ($395) - same amount I paid for my 7390.
They came back saying they don't have 7490 in stock.

I believe I'm entitled to ask for a full refund?

michaelmurfy

cat
12229 posts

Uber Geek

Moderator

ID Verified

Trusted

Lifetime subscriber

#1264437 21-Mar-2015 10:09

I've seen this time and time again.

First off, it is your responsibility to protect your devices from the likes of power surges knocking them out - if there was a power surge that destroyed your devices due to no or min protection this is your fault, and thus your insurance will cover it.

Why do Snap have to cover you here? It is not a part of the CGA (power surge). Move on and learn a lesson, protect your devices and honestly stop being a drama queen, you still got a replacement from them and they didn't have to do that.

Michael Murphy | https://murfy.nz
Referral Links: Tessie | Tesla | Quic Broadband (use R122101E7CV7Q for free setup)

Are you happy with what you get from Geekzone? Please consider supporting us by subscribing.
Opinions are my own and not the views of my employer.

kingjj

1728 posts

Uber Geek

ID Verified

Trusted

#1264440 21-Mar-2015 10:30

michaelmurfy: I've seen this time and time again.

First off, it is your responsibility to protect your devices from the likes of power surges knocking them out - if there was a power surge that destroyed your devices due to no or min protection this is your fault, and thus your insurance will cover it.

Why do Snap have to cover you here? It is not a part of the CGA (power surge). Move on and learn a lesson, protect your devices and honestly stop being a drama queen, you still got a replacement from them and they didn't have to do that.

Reading the OP's original post Snap! initially said to the OP that "they checked it and found the power supply is ok but modem won't start" suggesting that it wasn't a power surge that caused the issue. They than changed their tune when the OP disagreed with the replacement unit. I don't think its fair yet to say it was a power surge and blame the OP for not protecting their device as Snap! have said two conflicting things.

What's wrong with holding Snap! to their original agreement with the OP? (per OP's version at least). They agreed to replace it with a newer model, the OP accepted. Hopefully Ralph can clarify it further.

michaelmurfy

cat
12229 posts

Uber Geek

Moderator

ID Verified

Trusted

Lifetime subscriber

#1264444 21-Mar-2015 10:48

kingjj:
michaelmurfy: I've seen this time and time again.

First off, it is your responsibility to protect your devices from the likes of power surges knocking them out - if there was a power surge that destroyed your devices due to no or min protection this is your fault, and thus your insurance will cover it.

Why do Snap have to cover you here? It is not a part of the CGA (power surge). Move on and learn a lesson, protect your devices and honestly stop being a drama queen, you still got a replacement from them and they didn't have to do that.

Reading the OP's original post Snap! initially said to the OP that "they checked it and found the power supply is ok but modem won't start" suggesting that it wasn't a power surge that caused the issue. They than changed their tune when the OP disagreed with the replacement unit. I don't think its fair yet to say it was a power surge and blame the OP for not protecting their device as Snap! have said two conflicting things.

What's wrong with holding Snap! to their original agreement with the OP? (per OP's version at least). They agreed to replace it with a newer model, the OP accepted. Hopefully Ralph can clarify it further.

If it wasn't a power surge that caused it of which it appears it was.

Lorenceo

893 posts

Ultimate Geek

Trusted

#1264450 21-Mar-2015 11:02

For a power surge to damage the Fritzbox it is highly likely the PSU would have been damaged as well. If the Fritzbox didn't power up but the PSU was still working fine, IMO that points to the Fritzbox itself being faulty.

michaelmurfy

cat
12229 posts

Uber Geek

Moderator

ID Verified

Trusted

Lifetime subscriber

#1264451 21-Mar-2015 11:04

Lorenceo: For a power surge to damage the Fritzbox it is highly likely the PSU would have been damaged as well. If the Fritzbox didn't power up but the PSU was still working fine, IMO that points to the Fritzbox itself being faulty.

Unless if the surge came through the phone line, Ethernet or any of the other ways it can get in.

ovipop

34 posts

Geek

#1264489 21-Mar-2015 12:03

michaelmurfy:
Lorenceo: For a power surge to damage the Fritzbox it is highly likely the PSU would have been damaged as well. If the Fritzbox didn't power up but the PSU was still working fine, IMO that points to the Fritzbox itself being faulty.

Unless if the surge came through the phone line, Ethernet or any of the other ways it can get in.

If that was the case, I would expect my other network-connected devices to be affected. Or the analogue phone plugged in the fritzbox. But they are all fine.

Unfortunately Snap can't prove there was a power surge of any kind.

There was another thread on Geekzone that was saying power surge protectors don't work - it's the UPS that can handle the power surges properly. See http://www.geekzone.co.nz/forums.asp?forumid=50&topicid=88511
And here: http://www.geekzone.co.nz/forums.asp?forumid=50&topicid=161854

michaelmurfy

cat
12229 posts

Uber Geek

Moderator

ID Verified

Trusted

Lifetime subscriber

#1264557 21-Mar-2015 13:40

ovipop:
michaelmurfy:
Lorenceo: For a power surge to damage the Fritzbox it is highly likely the PSU would have been damaged as well. If the Fritzbox didn't power up but the PSU was still working fine, IMO that points to the Fritzbox itself being faulty.

Unless if the surge came through the phone line, Ethernet or any of the other ways it can get in.

If that was the case, I would expect my other network-connected devices to be affected. Or the analogue phone plugged in the fritzbox. But they are all fine.

Unfortunately Snap can't prove there was a power surge of any kind.

There was another thread on Geekzone that was saying power surge protectors don't work - it's the UPS that can handle the power surges properly. See http://www.geekzone.co.nz/forums.asp?forumid=50&topicid=88511
And here: http://www.geekzone.co.nz/forums.asp?forumid=50&topicid=161854

Can you prove there was not a power surge?

JayADee

2091 posts

Uber Geek

#1264821 22-Mar-2015 08:03

michaelmurfy:
ovipop:
michaelmurfy:
Lorenceo: For a power surge to damage the Fritzbox it is highly likely the PSU would have been damaged as well. If the Fritzbox didn't power up but the PSU was still working fine, IMO that points to the Fritzbox itself being faulty.

Unless if the surge came through the phone line, Ethernet or any of the other ways it can get in.

If that was the case, I would expect my other network-connected devices to be affected. Or the analogue phone plugged in the fritzbox. But they are all fine.

Unfortunately Snap can't prove there was a power surge of any kind.

There was another thread on Geekzone that was saying power surge protectors don't work - it's the UPS that can handle the power surges properly. See http://www.geekzone.co.nz/forums.asp?forumid=50&topicid=88511
And here: http://www.geekzone.co.nz/forums.asp?forumid=50&topicid=161854

Can you prove there was not a power surge?

I don't think he should have to, since they can't prove it was. It's like telling a person charged with a crime to prove they're innocent. It's broken, there's no indication it was a power surge. Modems do die on their own sometimes, I've had it happen. I even had a splitter die once.

I can understand his dilemma. If it was a new 7390 that would be different. He'll be concerned about the longevity of a used modem.

I kind of like the idea of the company offering him two, since they probably have extras kicking around. He shouldn't have to accept that solution if he doesn't want to though. They should give him a new one like they said they would.

1 | 2