Hi
I bought a Netgear device from Telstra Cannington store. It stopped charging after 3 months. I took it back to the store and they said they don’t deal with Netgear warranty. Asked me to contact Netgear directly. How is this still legal?
What are my options?
Thanks
Wow, what an informed opinion.
When it comes to wireless/networking devices, it is bit of a Grey area.
That's why it is good to contact the manufacturer directly as they can troubleshoot to ascertain the exact issue.
Some people rush to take the device for a replacement considering it can be their internet of other/driver/configuration issue.
What do you mean by "Charging"?
Hence my comment.
Yes. I agree that Telstra definitely should have done more considering they charge exorbitant rates for their services
This. Contact Netgear to get caseid and go back to that Telstra store.
Thank you.
Many Negative clickers out there …. without understanding networking devices
Plus the OP doesn't elaborate the exact issue and make/model number… very quick to rant
It doesn't charge… Why does it matter if it's a network device or a light…
Maybe you just don't understand Australian Consumer Law
I don't repair or maintain TV's for a living. Does that mean I can't comment if someone ask for, and is refused a warrant on one after three months usage, merely because it won't turn on?
Point them to Australian consumer law, specifically around your rights.
The seller also must not refuse to deal with a customer about the returned good and tell them to deal with the manufacturer instead.
From: https://www.accc.gov.au/business/treating-customers-fairly/c…
Telstra, like a lot of businesses in this country, breaks the law as a matter of routine repeatedly and in a massive, organised fashion and no one goes to jail. Occasionally they're fined but unfortunately it isn't sending them out of business as criminal organisations should.
Another reference:
Approaching the retailer or manufacturer
The retailer who sold you the product or service cannot refuse to help you by sending you to the manufacturer or importer. You can approach the manufacturer or importer directly, however, you will only be entitled to recover costs from them, which include an amount for reduction in the product’s value and in some cases compensation for damages or loss. You cannot demand a repair, replacement or refund from the manufacturer.
Link: https://www.accc.gov.au/consumers/consumer-rights-guarantees…
Exercise your rights as a consumer. 😀
In case you’re after some additional contact details:
Manager: Luke Walsh
Email: [email protected]
Phone: 61455056800
Link: https://crowdsupport.telstra.com.au/t5/Telstra-Carousel-Stor…
Yes but seeing as the Telstra employee will just go on repeating the script there is no point in returning to them. In fact all the steps after the first refusal were a waste of time.
You need to go to Consumer Affairs because you shouldn't be negotiating with a criminal organisation.
Thanks for posting the info. Cheers. Will see how it goes
(1) post on ozbargain.
(2) explain what the device is.
(3) ????
(4) profit
Sounded like a M1 or AirCard. The wildcard would be an Arlo Go on LTE.
That't the thing.
We have to guess what is the make and model number.
Issue = Charging? Not sure what that means? … no light on the device?…. faulty USB port? Power?
OP can you be a little more clearer?
No idea.
https://www.telstra.com.au/consumer-advice/faulty-products
For products you buy from us, you also have legal rights known as Consumer Guarantees. This includes a guarantee that those products will be fit for purpose, safe, durable, acceptable in appearance and free from faults for a reasonable period of time having regard to factors like the type of product and its cost.
Consumer guarantees apply regardless of any manufacturer’s warranty or Telstra policies and can apply even after the manufacturer’s warranty has ended.
Generally speaking with Telstra if you bought something from one of their stores, then they should help facilitate RMA's. If it was purchased online and shipped to you then you should contact their online support to arrange shipping for RMA.
Complication arise when you buy something from a privately owned Telstra shop (no idea what the Cannington store is), where the owner/s sometimes try fobbing off consumers to reduce their workload, by directing RMA requests to the manufacturers (something that also happens in actual Telstra owned shops too but to a lesser extent).
If this was a Samsung phone or tablet, I would have suggested going directly to Samsung as they cover express postage (pickup/ deliver) to & from Sydney and usually take ~ week all up to have something sent, fixed and sent back to Perth.
Not sure how Netgear handles this so probably best push the bricks & mortar shop to handle it as they're supposed to.
In the past, RMA for Netgear used to be via Synnex or Ingram Micro. Although this may have changed now. Hence it is easier to go through the retailer, as they can do the initial
troubleshooting, check it for physical damage (visually) and raise the RMA accordingly.
Continual requests for clarification on the actual problem with nil response. Timewaster?
They asked for advice on dealing with Telstra. Not advice on how to fix their modem.
Similar thing happen to me for a product I bought at a chemist. Asked me to deal with manufacturer.
U could argue with telstra, or u can just deal directly with the manufacturer and see what they say. In my experience, it was hassle free, shipped back to manufacturer at their expensive and they shipped new one to me. I'm not sure if winning an argument with telstra would be worth the effort…
Unless u want a refund… Then it'd be quicker to get your $ from telstra
well I’m at a rural area at the min so I have to drive back! so you can imagine my joy. I was told by an telstra employee go to Cannington Telstra store. But then when I was there I was bounced off to netgear. I was pretty clear telling them that they are not supposed to do that. But the employee specifically said, it is not illegal, we can direct you to netgear. I didn’t even get a contact number.
It shouldn’t matter what device but for details it is a Arlo Go LTE, 3
months old. not charging means not charging when plugged into provided power adapter.
As people have said above they aren’t allowed to bounce you.
Have you tried contacting the Telstra help service people.
https://www.telstra.com.au/contact-us
There is a 24/7 chat line that might be a start.
Sounds like reporting the store and bypassing might be the best way to go.
I have contacted the Facebook page and they send me a link for a complaint process
have you tried another adapter?
I take it you have pointed out the consumer law to the telstra employee. I would go back again and record the telstra employee telling you this (don't do it secretly that might be illegal).
I am sorry to hear that you had this experience. It should have been explained at the time that the Carousel store is currently closed for renovation and does not reopen until 22 June. We are operating a small kiosk and do not have tech on site or the ability to assess faulty devices.
You should have been referred to the self help options which are faster, in this case, than can be done from a store. You can send the device from the store when it reopens.
The Telstra warranty process is online and gives you control to make a claim yourself directly:
https://www.telstra.com.au/my-account/account-services/mobil…
Your options are:
1. Wait until the store reopens.
2. Go to another store. There are 4 stores within a short drive of Carousel and since you are currently in a rural location you probably passed 5 or six on your drive.
3. Process the claim online and post the device (post is paid by Telstra). You will need access to email and a printer.
4. Contact Netgear using their support number which is printed on the warranty document that was in the box with your Arlo Go: 1800 172 244. Netgear will arrange a courier and pick up and return the device directly.
The direct link to the web form for self service repairs is:
https://www.telstra.com.au/mobile-phones/mobile-faults-self-…
You can skip the diagnostic steps as the Arlo does not have a screen. Remember to send all components including the charger and cable.
Hi
First of all I stopped at the Innaloo store first. they said I can only bring it to where I bought it from, so I drove to cannington. And the cannington employee didn’t seem to have a problem testing the camera himself. Including using a wrong USB cable for it which I have to point out. He then said not a problem we will send it off for you, so it is obviously possible. 10 mins later I was told actually it’s Netgear we don’t do it, i have to contact them myself.
As for driving to a 3rd telstra store in the hope that they will sort it out for me, that’s a joke.
And lastly, why should I wait for the particular store to reopen in order to get my device fixed? This is the national mobile carrier, not a pie shop.
Of course I will contact netgear, only because Telstra has blatantly refuse to help me and refusing consumer rights. Which I will be sure to lodge a complaint with ACCC.
Once again, sorry that this happened to you.
The Innaloo store may have referred you forward if you did not have your receipt with you as they would not have acccess to reprinting the receipt from another store. If you had your receipt they should have processed the repair.
You do not have to wait for the store to reopen to have this resolved. I have offered 3 other solutions including Telstra online self-service repair. We have an obligation to advise you of all options and contacting Netgear is the fastest method for repair or replacement resolution.
If you require the receipt, please PM the IMEI details and I'll get a copy of the receipt emailed to you.
@All80a: "as they would not have acccess to reprinting the receipt"
Can't they sign up with a communications provider who can provide them with such a facility, or isn't your organisation quite ready to go national yet?
I had my receipt at the Innaloo store. The store was pretty empty as well, Looks like they were just looking for an excuse to send me away.
Thank you for caring. But a lot of your colleagues obviously don’t. And I’m going to make sure they take responsibility. Refusing consumer rights is a pretty stupid thing to do. ACCC would be happy to make telstra an example.
@All80a: Does Telstra still have "Yammer" available? I've seen people refer these sort of issue up there to get them resolved but they just may have got too many so it may have been stopped. I've been out of the loop for a while now.
I had a similar problem with MSY a few years ago.
A netcomm modem shat after a few weeks and i took it back with receipt to MSY.
The staff said i had to send it to netcomm over east.
I said no, you are wrong under australian consumer law, and you will get into trouble with the accc for this attitude.
A few months later this msy shop was fined $55000 for exactly the same problem i had with them.
The cannington telstra shop is a real telstra shop… not a mob that just want to sell stuff to you from their "franchise" telstra shop thingy.
It is telstra's problem to deal with manufacturer not yours.
Good luck with Netgear support.
My modem/router died and they gave me two options.
Send my old one back, when they received it, they would send me a new one, which meant up to two weeks with no internet.
Or pay $40 for them to send a new one out first.
After all that they sent me a new one with the exact same issue as the first.
Was a pretty crappy process.
For the third one they were actually pretty good though…
If they are the same as Floptus they will only take it or service it for the first 30 days, after that you have to take it to the manufacturer
thanks for all your comments, i have done the following
wrote to ACCC and Telstra Complaints specifically mentioning the following
The employee representing Telstra has done the following
a. Making false representations of the Australian Consumer Law.
b. Mislead consumers about their rights
c. The seller also must not refuse to deal with a customer about the returned good and tell them to deal with the manufacturer instead.
The fact that he also very confidently wrote down his name and contact netgear on a piece of paper attached to receipt really helps.
seems like my drama didn't end there. 6 weeks later, after i send the Netgear Arlo Go Camera back to Telstra through online self-service, it looks like they have lost it. I called Telstra to check on status they asked me to call Netgear (again), called Netgear and they of course said i have to ask Telstra. So nobody knows where is it.
I had the reps send me an email of all our conversation and i forwarded everything to Telstra complaints. I will get everything refunded. But currently waiting for another 2 days for Telstra Device Care to complete a report of where my device is.
I was going to post a separate thread in relation to Telstra Cannington but might as well post it here.
I purchased a Telstra Lite Smart mobile.
Tried to activate it using a Telstra SIM Card.
Mobile could not recognise my SIM card or any other SIM card (tried 3 different ones).
Remember that this is a brand new mobile.
I had a chat with Telstra online, they said contact Telstra on the 13 number.
Telstra 13 staff said bring it in to the nearest Telstra store.
Brought it to Telstra Cannington.
They said leave it with us.
They contacted me a few days later on and accused me of breaking 2 SIM pins on the mobile.
I said it is still under warranty, they said no, you broke the SIM pins…
If caused by a customer, then the warranty will not cover it.
I inserted the SIM card once but took it out due to the fact that mobile did not work.
Terrible customer service…
I have sent Telstra an online complain. If that does not work, then I will seek a remedy under Australian Consumer Law and the Telecommunications consumer protection code.
I feel your pain. If a SIM card slot contacts can be broken by simply inserting a SIM card then something is wrong!
Easy. Contact Netgear :-)