Kogan extended Warranty issue

Lrk79 on 04/09/2014 - 20:17

I bought a Kogan Agora mobile with extended 3 year warranty back in feb 2013, since then it was working ok, I went to overseas in November 2013 and battery died, tried to find another battery couldn't get one so repaired the battery in local shop overseas, since then phone worked ok just last two month the charging port become dodgy was hard to charge the phone otherwise phone worked fine called kogan and sent mobile to kogan on Kogan cost and now they sent me email that it has been water damaged (due to some sticker become red) and they are going to void the warranty and pay them extra (19+19) = $38. Now what should I do pay money and get my phone back (Which working alright beside charging port issue) or just leave it. but one thing for sure I will never buy from kogan ever again.

I m attaching the email they sent me with mobile phone pics links.

Email(Kogan.com)
Sep 04 17:12

Hi,

We're contacting you as our technicians have indicated that the [ITEM] that you have returned under warranty has suffered user damage and, as a result, the warranty is now void and you are liable for the costs involved.

(http://www.kogan.com/au/terms-and-conditions/)

The technicians noted that phone has been water damaged. the indicator for water damage turned red. some corrosion on charging port. battery looks like been water damaged as well.

They have also advised that this damage is 'Beyond economical repair', suggesting that it would be more cost effective to purchase a new device, rather than repair this unit.

We only ask you cover the postage costs that are involved in us returning the unit to you as we are waiving the accumulated technician fees as a gesture of goodwill.

The postage costs come to $38.00 ($19.00 + $19.00).

Please let us know if you're ready to receive the unit and we can have an invoice prepared for you and sent to your email address.

Once we have received payment, the unit will be organised for return to you accordingly.

Kindest regards,
Peter

Kogan.com
www.kogan.com

https://kogan.zendesk.com/attachments/token/oeYchoFcaVut2X9k…
https://kogan.zendesk.com/attachments/token/ImiEEX6bcUv7fFQY…
https://kogan.zendesk.com/attachments/token/SDfw5jomKVCxN5zi…
https://kogan.zendesk.com/attachments/token/woKjQfllmpfwmD34…

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Comments

  • liquid metal on 04/09/2014 - 20:23
    +1

    Wouldn't humidity make that sticker red as well?

    • rk79 on 04/09/2014 - 20:31

      may be I don't know much about that but could be possible

    • toristo on 04/09/2014 - 20:37
      +1

      If it's high enough, yes.
      There was issues with this some time ago with iPhones in Singapore. Just tried to find the article but can't recall where I'd seen it now.

      Water damage is very difficult to prove because sweat in summer building up around your leg/pocket can do it too and if the indicator changes, tough luck.

      I'd be interested in hearing if anyone has found a way of getting past this (without resorting to paying a technical expert to prepare a full report etc to show it wasn't water, it was humidity or other cause)

      • rk79 on 04/09/2014 - 20:44

        in pics they sent me I can see the sticker on top of sim card slot so don't know how that work but may be u right sweat and other factor may contributed to that

  • [Deactivated] on 04/09/2014 - 21:07
    +2

    Small claims tribunal? Telco ombudsman?

    If it's worth your time, politely tell Kogan rep that you are willing to contact those above as you did not water damage your unit but that the phone was opened while overseas to replace battery.

  • isthisreally_me on 04/09/2014 - 23:13

    Don't say it was opened overseas by a non authorised repairer hell void warranty on that basis.

    Anyway there is signs of corrosion I can see in the pics, whether you can fight it or even win is debatable.
    Up to you as to how certain you are it wasn't water damaged & how far you want to try to take it.

    • rk79 on 05/09/2014 - 11:26

      I am pretty sure its not a water damaged, but I am so angry on there service, and actually phone haven't been touch by overseas repairer its only the battery has been repair.

  • adamren on 05/09/2014 - 02:48
    +1

    Makes so much money, not exactly the cheapest except when they do stock clearance price drops, crappy to non-existant customer service/tech support, overrates himself (did he patent that LivePrice BS, not used anymore LOL), but keeps customers coming back with more new products and ranges along with gimmicks like Kogan Mobile (did that last more than 24 months?) and free movie ticket with $15 gift cards.

    Makes feeBay look like a better alternative. And Amazon with local shipping service if no Aussie delivery available.

    Maybe one day he'll take a big risk and lose his shirt, but he seems clever enough to know risks and cashflow.

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