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2019-08-20 03:51 PM
Back in April I upgraded to the S10+ from an S9+
Now when I went into my local optus store I handed back my old handset (S9+) and got my S10+
Before the file transfers were done a chick at the store noticed a small crack in the bottom right of screen. Which I was unaware of as I had my otterbox case on all the time..
She then informed me that I would get charged a fee since phone was damaged. And quoted me around $300. Which I was happy with..
6 weeks later I receive a message from optus (which I still have on my phone) asking me if I'd like to pay the damage fee of $130 (which included the $99 upgrade fee) or pay the market value of the handset which was $151 (roughly) and included the $99 upgrade fee.. Which I chose that option and my S9+ was to be returned to me..
Now that was 4 months ago.. Everyone I talk to on live chat has no idea where my handset is.. I even spoke to the person at my local store and told her the message I got and she said once we send the phones off they are out of thier hands..
Now I would like to know.. Who do I contact to get my old handset back? After all I have paid for it.. It is such a scam!
2019-08-20 04:53 PM
Given a used s9+ is selling well over $500 it would seem the $150 might be a mistake? Noting the damage fee was thought to be $130 that means Optus essentially valued your phone at $21? No doubt you'd take that deal.
At this stage I would suggest you use the complaints process properly and step though what is needed. First write a letter to Optus Complaints detailing what you just have (include store / agent details). Keep it simple and make it clear you would like yours (or an equivilent refurbished s9+) returned to you. This should generate an official complaint number and process and hopfully you'll get a good responce in under 2 weeks.
If not (and I suspect Optus will just say they have will waive the upgrade / repair fee) then you can either accept or forward the complaint to the TIO Ombudsman who should sort it out for you.
Customer Relations Group
PO Box 306