Phone Dies Week Short of Telstra 2 Year Contract

sunnysydney on 01/02/2016 - 10:39

Hi Guys,
here is an interesting story developing, needs some assistance from you,

05/02/2014 —> Bought a Samsung Galaxy S4 on a $80 Contract from JB HiFI. (have a invoice on this date)
29/01/2016 —> Received a OTA update from Samsung, downloaded and applied the update, when restarted the phone, it hangs at the “Samsung” Logo

30/01/2016 —> I took the phone to JB-HIFI and they advised to take it to the Telstra shop. The Telstra shop advised me that they will send the phone to the service station, but Telstra would quote me on the costs of the repairs as the warranty on the Samsung S4 expired on 24/01/2016 (so about 4 days earlier)

Now I am waiting for Telstra to either call me or send me a email with the estimate on the repairs.
I will try to convince the service team that this should be covered under the 2 years contract I have with them.
My question is, what should I do if they do not honour the warranty as they will try to hide behind the story that the Samsung Warranty expired on the 24/01/2016. (the phone would have been on the JB-HiFi shelves)

thanks for your assistance.

Mobile

Related Stores

Telstra
Telstra

Comments

  • fedwood on 01/02/2016 - 10:51
    +4

    How can your 2 year warranty expire on the 24th of January 2016 if you bought it on the 5th of February 2014.

    2 years is exactly 2 years not around 2 years.

    If you are within the 2 years of the contract it will still be covered.

  • ESEMCE on 01/02/2016 - 11:29

    Even in the (unlikely) event that it's not covered by warranty.
    There's a very high chance (ie greater than 99%) that you'll be able to recover the phone from its current (apparently "Bricked") state.
    It'll take a bit of Googling and fiddling with ADB, but almost definitely recoverable.

  • sunnysydney on 01/02/2016 - 11:29

    Telstra says that the hardware warranty of the Phones from Samsung (Samsung Galaxy S4) has expired. it is covered for 2 years, but from the date Telstra shipped it to JB-HiFi.

    • spackbace on 01/02/2016 - 11:41
      +1

      Just deal with Samsung directly if you can. You have the invoice so that's all good, but don't deal with Telstra or JB HiFi if possible, go straight to Samsung!

    • mattyman on 02/02/2016 - 15:29
      +1

      Umm. That's not right.

  • sunnysydney on 01/02/2016 - 11:32

    @scubacoles, yes I guess it can be, I just didn't spend enough time on it yet, though I should get it thru the proper procedure. Coz incase it does not work, I would most probably lose any warranty I may have with Telstra.

  • SnoozeAndLose on 01/02/2016 - 11:39

    Just tell Telstra that my contract start on 05/02/2014 and it should end up it with 04/02/2016.

    If they insisted that it is only cover until 24th of January 2016 then you tell them you will go to ACCC or Fair Trade or telephone ombudsman https://www.tio.com.au/.

    If JB hi fi hold on the old stock which did not get sold until 1 year late and they dump the stock for a cheap price you will only be cover for 1 year??

    Just go back to JB hifi saying that you have deal with Telstra and get this response, see how they go if they insist you will have to go through fair trade or NCAT.

    Hope this help, I hate doggy retailer paying around with this excuses.

  • sunnysydney on 01/02/2016 - 11:44

    @Spackbace, tried Samsung too, called their support number, Based on the IMEI number, they also said the warranty is expired. And so advised me to go to a authorised repair agency and get it repaired for a fee. And from Samsung's view point I can understand that they say the warranty has expired, but I think Telstra should honour its 2 year contract warranty,

    • spackbace on 01/02/2016 - 11:48
      +4

      http://www.samsung.com/au/support/warranty/

      II. Warranty Period
      A. The period during which this Warranty is in effect will depend upon the Samsung product to which it relates. In all cases the commencement date for the period is the actual day of purchase, as reflected on the Authorised-Reseller's or Distributor’s invoice / receipt provided to you. The period during which each Samsung product which is the subject of this Warranty is covered by this Warranty is identified in Part II of this Warranty.

      You need to push harder or you're not going to get anywhere with this.

      • spackbace on 01/02/2016 - 11:52
        +4

        Oh, and other option is to do a full factory reset, start again. Sounds like a bad update that got interrupted partway through.

        Follow these steps (Warning: This will delete everything on the phone!)

        1) Turn off the phone. Press and hold at the same time Volume UP,Home and Power keys. When you see Galaxy logo release the Power key but continue to hold the Volume Up key and the Home key.

        2) Release them when the Android System Recovery screen appears. Use Volume Up/Down keys for navigation and Power On key for OK. Choose "wipe cache partition", "Yes — delete all user data", "reboot system now".

        If this works, you don't need to stuff around with warranty repair!

        • ProjectZero on 01/02/2016 - 12:04

          Was going to suggest this, sounds like a firmware issue. Nothing you need to pay to fix.

  • SuperC on 01/02/2016 - 12:08

    Is getting a new phone an option? Telstra would usually want to get you on a new contract so would usually let you get a new contract a few days before, but i'd go to a Telstra store instead of JB:HiFi

  • sunnysydney on 01/02/2016 - 12:15

    @Spackbace: Thanks for the link, will try to use that, Also already tried your reset suggestion, comes back to the same place and hangs.

    @ProjectZero & @Chrisel, Yes got a new phone and a new contract, but also want to get this phone repaired, as want to keep it as a backup or for Kids to play with,
    FYI, switched to Optus after being with Telstra for about 10 years, there was a great deal at Optus which expired yesterday,

  • sunnysydney on 01/02/2016 - 12:28

    Just checked, the deal is still around ($3 more then yesterday), I paid $100/month yesterday and its $103/month today,
    http://www.optus.com.au/opfiles/Shop/All/cis/Cis%20Documents/1417345_CIS_$130_My_Plan_Plus.pdf

  • Associatedhikaru78 @ Telstra on 01/02/2016 - 21:14
    +1

    First and foremost jb shouldnt fob you off. Under acl they must deal with you and not send you elsewhere

    Did you bring the contract and the invoice in when you went to telstra?

    Based on that the should be using the contract date for warranty purposes.

    Remember though the only reason the telstra dealer is helping you is customer service.

    Jb sold it to you and made the commission on the sale so they should be handling warranty

  • sunnysydney on 02/02/2016 - 13:12

    @Hikaru78, thanks for your comment, Yes I did take the contract and the invoice to JB and Telstra. JB told me they are only sales agents and do not handle support. They did not have the system to record a service call.
    In fact the Telstra shop (not a franchise) dealt me coz I was a Telstra customer (not just as a customer service).

    You have a associated badge, are you associated with Telstra or JB?

  • Associatedhikaru78 @ Telstra on 04/02/2016 - 09:15

    I work for a wholesaler not retail

    I regards to who should service that's merely my interpretation of acl.

    I come from a world where is you sell something you back it up.

    I find it hard to believe that jb can't send the phone away but rather they don't want to

    It's a little grey here because the deal you did was with Telstra the retailer was jb hifi. My understanding was under acl you have recourse with the retailer in this instance. I am happy to be proven wrong by anybody.

    Just a note this is my personal opinion and in no way represents the opinion of telstra

  • j05h on 05/02/2016 - 00:07
    +1

    Have a read of this: https://www.accc.gov.au/business/treating-customers-fairly/c…

    Most notably:
    - You must not tell customers they should approach the manufacturer or importer of the good for assistance – the seller must deal with the problem when approached.
    - You must not suggest that their consumer guarantees are limited to any warranty period – the consumer guarantees apply regardless of any warranties in place

Login or Join to leave a comment
Login Join