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4 posts

Wannabe Geek


# 213916 18-Apr-2017 18:03
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Hi guys,

 

New to the forum, but I have been lurking for a while.

 

I purchased a Pixel from PB Tech late last year. Earlier this year, it started to overheat and reboot by itself then get stuck in a bootloop. I took it back and PB said they would have it looked at and repaired. I followed up with the branch every week or so and at around the 3 week mark they said that if it wasn't returned in the next week, they would credit me with a full refund. Shortly after, I was notified that it was all fixed and ready for pickup. I went and picked it up, but after returning my loan phone and setting it up again, I noticed the issue was still there.

 

I returned the phone a second time and they marked the job urgent, saying it would be resolved quickly. They also put down the 'refund before the 4/4' in writing on the job sheet they gave me. I waited a further week and called the day before 4/4 for an update - they said they would get back to me, but I never heard back. The next few days came and went, so thinking that this would continue to go on and I would eventually get the refund, I purchased a new phone to replace the Pixel and returned my loan phone. I called the branch later that week and the staff member said to come into store for the refund as it had to be done in person.

 

I then received a text to say the phone was repaired and ready for pickup, so I went into the store over Easter weekend to sort out the confusion. I explained my situation and the service team said that they could not transfer refunds until after the long weekend and had to confirm this with the tech team first. They then asked me to leave them my bank account number and I left the store.

 

Earlier today, I had a text asking me to call another staff member. They then told me that a new 'repair job' had been opened after I brought back the phone the second time and therefore they would not honour the refund they had originally promised (as the promised refund was tied to the original repair job). I then spoke to her superior and explained the ridiculousness of this, but he came back with the same and said he would speak to their 'third party supplier'. 

 

I was wondering if any of you have had a similar experience with PB and could offer me any advice from here? Advice would be really appreciated.

 

If not, I thought this information would be helpful to the tech community. I have had other dealings with warranties (including Note 7 battery issue) and been very impressed by how other companies were to deal with.


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  # 1766928 18-Apr-2017 18:09
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My gut is that they owe you the refund, as they didn't state it was an either or situation (either a refund or a second attempt at a repair). 

 

I'm going to guess that someone in charge will look at this, realizing what a silly situation it is, and sort you out. 

 

 


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  # 1766929 18-Apr-2017 18:12
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Do you have any written record that they said they would provide a refund if with wasn't fixed by the 4/4? eg emails etc? Or anything that discusses the refund.


 
 
 
 




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Wannabe Geek


  # 1766935 18-Apr-2017 18:34
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I hope so. I tried to explain the situation from my point of view, but both staff members were quite sharp on the phone as if I was trying to rip them off?




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Wannabe Geek


  # 1766937 18-Apr-2017 18:39
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As most of it was handled in person and over the phone, all I have is the two job sheets. The second sheet (which I was given after returning it the second time) has a line that says,

 

"21st March - called RA about status - with supplier 2-3 weeks. Latest 4/4/17: if not received yet. RA will give credit to the customer."

 

They also said this to me while I was in store. You would think that if this was printed on the second job sheet, it would still be valid for the 'second job' they are talking about??


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  # 1766941 18-Apr-2017 18:56
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Sounds like a CGA matter. Major product failure. You accepted their promise to repair which wasn't upheld then it sounds like they haven't repaired it within the promised second timeframe, which you shouldn't have allowed tbh. I take it you still have a copy of the job sheet which has the 'refund before 4/4' note on it? If so make sure you don't hand that over to anyone at PBTech, only allow them to have a copy of they want one. It'll be a good thing to contrast against the date of the text you received (don't delete it!!).

There's plenty of threads here re CGA claims, including a fairly recent one with some advice from dejadeadnz - a lawyer who's advised on this sort of matter frequently. To my mind this is a "give me a refund or see you in the small claims court" case.

 

Edit: relevant advice from dejadeadnz here.


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  # 1767118 19-Apr-2017 09:40
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Hey @nztechteam,

 

Really sorry for the runaround here - drop a line through to the team at customer.service@pbtech.co.nz with the details and I'll make sure they sort that refund out for you ASAP - plus get feedback passed through to the folks you've dealt with.

 

Cheers,

 

 - Nik

 

 





Product Manager @ PB Tech

https://pbtech.co.nz/smartphones




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Wannabe Geek


  # 1767549 19-Apr-2017 20:11
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Really appreciate all your advice, Dratsab and NikT.

 

I do have scans of both job sheets in Drive.

 

I have emailed the customer service team, so I will see what they come back with and let you know.

 

Thanks again.


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