Cracked my screen, got it fixed yesterday I think they did a dodgy job. What are my rights?

Johnny-Kun on 21/03/2014 - 22:35

Okay, so I managed to crack my Xperia Z screen two days ago and I needed to get it fixed since I use it for work.

I walked into the Telstra store that I bought it from and they quoted me $50 to send it off and inspect and roughly an additional $280 to get it fixed. They said I'd have to wait 6-8 weeks for the phone to be repaired and they told me Im better off going to one of those phone repair kiosk.

So I walked to the kiosk and they said it could be fixed in 1 hour and quoted me $280. Since I needed it repaired quickly I thought it would be a good idea. Dropped off my phone and told him I'd pick it up the next day when I finished work.

Next evening, I went back to the store to collect my phone, it looked good and all but he said he had to replace the outer frame of the phone to replace the screen. Phone looks good and working again, thought to myself I could live with the purple outer frame since my phone is in a case and since the screen got changed, my phone is no longer waterproof. He didn't tell me about the frame till I took off the case to put my work sim in the phone

Using my phone today while working, I noticed that the proximity sensor wasn't working. I would call up customers and put my phone to my ear and the screen wouldn't turn off. My phone does not vibrate any more, speaker quality sounds really awful (I know the XperiaZ has bad speakers but this was worse). The top left of my phone is cracked, probably when he was trying to get the glass of my phone or something.

I tested these by going to the hidden menu.

All I wanted was to get my screen replaced but I got more than I bargained for

I have no idea what else he has done to my phone when he replaced the screen. I will be going back to the kiosk tomorrow morning in regards to my phone being faulty after he repaired it.

What would my rights be in regards to refunds or repairs?

Mobile

Comments

  • Cheeper on 21/03/2014 - 23:55
    +2

    Go back and ask for it to be repaired properly. Give them a list of the faults you have found and keep a copy.

    If they refuse or do not fix it properly after that then lodge a complaint with Dept Of Fair Trading or whoever it is in your state. They will only ask them to complete the repair as requested originally.

    If no luck there then the DOFT will inform you of the correct procedure to be taken to get the matter sorted.

    You could have purchased a decent new phone for $280.. ??

    Good luck.

  • CheapCoffee on 22/03/2014 - 01:33

    Best of luck buddy. Can't imagine they wouldn't follow up on a such bad repair job :(

  • [Deactivated] on 22/03/2014 - 02:58

    Was the kiosk in the same shopping centre as the Telstra store? If so, I'd also go back to the Telstra store and let the staff (who suggested using a kiosk instead) know that you had a bad experience with said kiosk, so perhaps it's not a great idea to suggest kiosk repairs again to future Telstra customers that come in with similar issues.

    Not to tell the Telstra people off or anything, obviously they were trying to do you a helpful favour by suggesting a quicker repair option and it should be appreciated for that fact, but they might not realise that they do a crap job of it and end up causing more hassle to customers in the end. It's just giving the Telstra store friendly feedback I guess, otherwise they'll continue advising people to go that route.. and more than likely those Telstra customers will head to the nearest kiosk (which I presume is the one you went to?).

    Sounds like a real pain in the backside. Good luck, keep us posted on how it goes. I'd demand a proper repair til he gets it right, since a refund will still leave you with a damaged phone. Not sure on your rights though, sorry :(

  • rack on 22/03/2014 - 08:31
    +1

    You sure he didn't replace your phone with another one.

  • 2pro4sho on 22/03/2014 - 09:48

    The information you got provided from Telstra is wrong. You only get charged that service fee if you send it away then reject the repair quote. Also, average time of repair is 1-2 weeks. Had you got it repaired officially they usually give 3-6 months warranty on the repair work and the original warranty if still applicable would not be voided for future unrelated issues.

  • uraha on 22/03/2014 - 23:01

    You went to a kiosk…? well that's the problem because they use substandard parts that you can get off ebay etc

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