I have had an extremely unfortunate experience at an Optus outlet at Doncaster Shoppingtown.
My iPhone XS is experiencing an unacceptable software glitch (boot loop after updating) making it completely unusable and thus not of acceptable quality, a consumer guarantee (s 54) under the Australian Consumer Law (ACL), as the phone is completely unusable and cannot be fixed (due to no fault of mine).
I explained this to two gentleman named KAY and TAZ who refused to help me. They attempted to blame the software issue on the cracks on my phone, and informed me that their 'warehouse' would refuse to look at the phone without the cracks first being fixed by Apple. This is illegal per the ACL, which I explained to Kay and Taz. Optus (the supplier) legally must not refuse me assistance and send me to the manufacturer, however they refused to both listen and assist me.
Given this software glitch is a major failure to comply with a consumer guarantee, I, as a reasonable consumer, would not have acquired the phone had I known of this issue (s 260(a) ACL). As such, as the supplier, Optus are legally obliged to refund me as I reject the goods (s 263(4)(a) ACL).
A cracked screen is quite clearly a seperate issue from a software glitch, and I find it both cowardly and elusive that Optus would cower behind Apple and an unrelated issue as an excuse for providing me my legal entitlement. Never have I ever experienced such blatantly rude and improper customer service, and I would encourage anyone to avoid Optus in any way, shape or form.
Optus needs to take responsibility for the products they provide their customers. I bought this phone off you, not Apple. I am entitled to a refund yet your staff cast me out and treated me as though I was the craven one. I demand a formal apology and acknowledgement of wrongdoing.
Thanks for taking the time to provide your feedback on your negative experience at the Doncaster store. As this is not the experience we would want for our customers, I have marked your post to be passed on to our internal teams for review.
Generally speaking, we can always send a device off to our Repairs team to be assessed and in cases where there is physical damage to the device, there may be a cost involved to repair the device. I do sincerely apologise that this had not been communicated with you properly by our teams instore.
As we are unable to look into account details on Yes Crowd, I would recommend sending a private message to the official Optus Facebook or Twitter page. Our Social Media team can then securely confirm your details and take a closer look into this for you.
Did we answer your question? Please mark it as a Accepted Solution and if you see something that was helpful to you or the rest of the community, giving a Kudos is only a click away.
You totally missed the point @Serena_YC . The problem is the Optus wont even look at the reported problem because of the damaged screen. It is being unnecessarily blocked by the store staff and/or warehouse policies.
That's like a mechanic saying they can't investigate an engine problem until the windscreen is fixed. Totally unrelated issue that is blocking the main issue being investigated.