Optus Boomerang Rejects Warranty Repair For No Reason

mittymitt on 10/04/2018 - 19:53

My Galaxy S7 has a swollen battery. I have a 2 year contract plan with Virgin Mobile with around 5 months left. Recently the battery has swollen causing it to die very quickly so I call Virgin up asking to get it fixed with the insurance I pay extra for (yeah I know..). They tell me that because of the nature of the fault it is a warranty repair not a insurance repair and have to send it to Boomerang. Fair enough so I agree and am told turnaround for a Boomerang repair is 5-10 business days. Heres how it goes..

Day 1 (Monday)- Lodge application for repair
Day 4 (Thursday) - receive satchel to send phone to optus returns.
Day 9 (Thursday) - Optus recieve my phone (I can't see how repairs happen in 10 days)
Day 15 (Friday) - Boomerang reject repair order due to no response from me.

Heres the catch, I never received any call text or email from Optus about my repair, and why did they need my permission to fix my phone when I sent it to get fixed? I call virgin on Friday morning straight after getting the email and they say they will stop the return and get the phone fixed

Day 17 (Tuesday) - My phone rocks up at my house unrepaired

I call virgin again and they give me one month of my plan free and tell me to send it off again.

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Comments

  • El Grande on 10/04/2018 - 20:08
    +3

    Take it to the store and do it through them. It gets done quicker and the manager and keep an eye on it for you.

    • Associatedsingingwolf @ Optus Accessories on 10/04/2018 - 20:27
      +6

      name checks out (Boomerang)

    • Quantumcat on 10/04/2018 - 22:29

      And hopefully they'll give you a replacement phone to use

    • mittymitt on 11/04/2018 - 10:12

      My biggest concern is this doesn't stop them sending it back because they can't get in contact with me. I've done a look on other forums and am yet to find anything good written about Boomerang

  • JimmyF on 11/04/2018 - 09:17

    Optus recieve my phone (I can't see how repairs happen in 10 days)

    I've had motherboards replaced on the same day sent in. ie they received it in the morning and shipped it out in the afternoon.

    I've had screen done in two days.

    I call virgin again and they give me one month of my plan free and tell me to send it off again.

    Ok, about the best you can do really. Write your contact details in BIG writing.

    • mittymitt on 11/04/2018 - 10:10

      I plan on that, along with a letter giving my permission for the device to get repaired even if they can't get in contact with me. The invoice they sent back had my correct prefferred contact number on printed twice on it..

  • dasher86 on 11/04/2018 - 09:29
    +1

    If it's a warranty repair ask for a replacement or a refund?

    • mittymitt on 11/04/2018 - 10:08

      I tried that, they said stores don't have a replacement handset, only Boomerang do and I have to send the phone and charger back for them to send me a replacement

  • TheMoDz on 12/04/2018 - 04:18

    I had a problem with my S7 Edge and it was on bootloop, tried everything (reset, reflashed original firmware, I'm with Virgin mobile aswell, instead of going to them and wasting 1-2 weeks sending it and them assessing, I went straight to a Samsung stall and they asked for invoice from Virgin to prove the sale date is less than 2 years, to my surprise they swapped it right away with a refurbished one (Then I got home and there was a dead pixel, which I came back again the next day and they replaced it again, pretty good). Im in Western Australia, they have like 2 shops here.

    TLDR: Instead of going to your provider, go directly to Samsung.

    • mittymitt on 12/04/2018 - 11:27

      I did consider that, they said they'll also send it off and they will fix it unless there is water damage. Maybe it might be better than going through virgin? I'm still waiting on my second return satchel to arrive..

      • TheMoDz on 12/04/2018 - 13:01

        yea, its better, because virgin sends it to samsung anyway lol,
        thats what I got told by Virgin mobile staff

        • mittymitt on 19/04/2018 - 14:05
          +2

          Took your advice, went to Samsung Tuesday and just got notified the phone is fixed and ready to pick up soon, thanks for the advice! Saved heaps of time

        • TheMoDz on 20/04/2018 - 02:27

          @mittymittmatt: so glad it helped :)

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