Poor service from Becextech.

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samdouglas

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#208050 24-Jan-2017 22:02

I bought an LG G4 last year via Becextech (was cheapest on pricespy).

In December the phone simply died and couldnt get it to turn on etc.

sent back to Becextech as it was within the 1 year warranty - and just over 4 weeks later theyre still mucking me about saying they had to send it back to Australia to repair - but every time I have emailed asking for an update - they just say its in Australia and they will let me know when they have an update.

Just wondered if there is a time limit or something on a repair before you should go to the small claims court or something?

4 weeks to repair a phone seems really unreasonable - if i didnt have a spare I'd be really stuck.

Keen to hear what folks think I should do next... its really put me off parallel imports and may just bite the bullet next time and buy local.

Thanks!

Sam

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#1709046 24-Jan-2017 22:40

sounds like they are having you on ... Australia of all places to repair? phones are usually sourced from singapore or hong kong i thought.

mattwnz

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#1709088 24-Jan-2017 23:49

Are they based in NZ? Looking at their website footer, it says that the company is Pty Ltd, which is usually used on Australian companies. So maybe that is where their office is based, hence why it went back to Oz?

Lias

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#1709090 24-Jan-2017 23:53

If you have a look at the About Us page on their website they appear to just be a local branch of an Australian company, so that actually kind of makes sense.

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mattwnz

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#1709092 25-Jan-2017 00:21

Lias:

If you have a look at the About Us page on their website they appear to just be a local branch of an Australian company, so that actually kind of makes sense.

That looks to be just an address to write to. If they aren't NZ based and aren't a NZ entity, I am not sure if you have CGA coverage? Anyone else know?

At least it sounds like they are trying to put it right despite the time delay.

PaulBags

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#1709114 25-Jan-2017 07:16

They specifically state that the CGA applies (though if NZ law doesn't apply they can say whatever they want) http://www.becextech.co.nz/warranty-information-pg-20.html?CDpath=0.

I'd check their terms and warrenty info, from what I can tell it's supposed to be handled by a local company on their behalf, in which case I've no idea why it's in Austrailia.

To me, any company operating a .co.nz website should be subject to New Zealand law no matter where they're physically based, as it should be the digital equivilant of NZ soil - but I'm pretty sure that's not the law.

sbiddle

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#1709127 25-Jan-2017 08:01

PaulBags:

To me, any company operating a .co.nz website should be subject to New Zealand law no matter where they're physically based, as it should be the digital equivilant of NZ soil - but I'm pretty sure that's not the law.

Correct. Anybody can register a .co.nz unlike some countries (Australia being a classic example) where to get a .com.au you have to essentially be an Australian registered business (yes there are other exceptions such as having Trademarks etc) to obtain a domain.

Enforcing that you're subject to NZ law raises all sorts of issues though - while .com doesn't belong to a country per se it's very much US focussed. Should you have to abide by US law if you own a .com?

The whole issue of warranty claims is a big problem with handsets, and having dealt with poor support before from a parallel importer I'd be dubious about buying anything from a company that simply drop ships and has no physical presence in NZ.

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mattwnz

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#1709459 25-Jan-2017 15:25

PaulBags:

To me, any company operating a .co.nz website should be subject to New Zealand law no matter where they're physically based, as it should be the digital equivilant of NZ soil - but I'm pretty sure that's not the law.

I would prefer that they do what they do in Australia, where you have to have a registered business number if you buy a .au domain. That way consumers can be sure that the company they are dealing with is an NZ company.

Sam91

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#1709469 25-Jan-2017 15:57

Similar experiences here. I usually dismiss the likes of Becextech when looking at PriceSpy.

PANiCnz

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#1709536 25-Jan-2017 18:28

I think sadly it's a classic case of you get what you pay for. I tend to avoid the cheapest companies on Pricespy for this very reason, they are very rarely reliable for after sales support.

samdouglas

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#1709570 25-Jan-2017 19:23

thanks for all the input folks.

I guess I will just keep at them until I get a resolution.

Definitely will make me think twice about not buying local next time if the price is within $100 difference.

cheers

samdouglas

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#1728955 2-Mar-2017 14:53

Just an update on this one.

I did have to wait a number of weeks but a guy called Sam in the Becextech Australian office contacted me and took ownership of the issue - I told him about the issue I'd had with the device and he offered me a number of replacements and I chose a brand new Nexus 5X as a replacement in the end.

Received it yesterday and loving it.

So big thumbs up from me for Becextech - and was really happy with the amount of communication and how they bent over backwards to make sure i was happy in the end.

Cheers,

Sam