[Update] Optus Store Sold Wife Wrong Phone
Last edited 20/05/2019 - 10:49 by 1 other user
I went with my wife this morning to buy a new iPhone from Optus with a contract. My wife requested the 256 GB model. When we got home, however, we discovered that the saleswoman at the store had sold my wife the 64 GB model.
My wife returned straight to the store to request an exchange. The manager made it clear that the saleswoman should have mentioned that the phone was 64 GB. (She absolutely had NOT done this during the transaction.) The manager also implied that it wasn't his problem any more as my wife had signed the contract.
My wife is distraught and I am outraged. We will absolutely pursue this all the way to court if we have to.
What should be our first steps? We were thinking of filing a complaint with Optus head office, then trying the ombudsman. Or is it better to go straight for the small claims tribunal?
Thanks for any advice.
Many thanks to everyone who took the time to comment and offer advice. Some of you criticised my wife and me for walking out of the shop without double-checking that the phone was the one my wife had requested, and I think that's a fair call. We won't be caught out like that again.
We talked to Optus on the same day and they were very helpful. My wife sent back the 64 GB phone, which had been used and had picked up a screen protector, and her replacement 256 GB model arrived a couple of days later. I think her argument that she was in fact trying to sign up for a more expensive plan made her complaint more persuasive. In any event, the Optus rep was infallibly courteous and did everything in her power to resolve the matter in our favour. (This was a gratifying contrast to the shop employees, who essentially told my wife to get lost.)
Thank you, Optus. While some of your retail store reps might be rude, condescending reprobates, your remote support team is right on the ball.