Short answer, yeah they ended up resolving the issue by having the damage fee paid through as credit for my future bills. Long answer, they were so roundabout it though, had to go through much just to get to that solution, messaging the bot, contacting customer support, going back into the store multiple times, and just to get it reassesed as still damaged, and just when I thought I'd just have to deal with it, they ended up calling me and telling they can just put it off as credit to pay my future bills, which I was pretty satisfied with, but to go all through that trouble, nah not again.
I'm both glad and also disappointed that I am in the same boat as other people.
I returned an iPhone XR in perfect working order. No scratches or dents or other physical damage anywhere. And the same message in return stating that we need to pay a damage fee of $499 or keep the device for $652.
I immediately queried this, and received a message back stating that there were white spots on the OLED, that these are considered a defect, and if returned out of warranty are considered damage.
Firstly, an XR has an LCD screen, not an OLED, so I don't know what was being assessed. I also know that my phone didn't have white spots - as someone who works professionally with high end video equipment that would have driven me crazy. They sent a photo which doesn't show anything.
Even if there was a defective pixel/s, which I don't believe there are, I also don't know how a manufacturing defect can be considered physical damage, as per the criteria on the internet.
After being an Optus customer for twenty years, with all our phones and internet with them, I am extremely disappointed and incredulous about this process. It feels like an attempt to try and get money off us, just like real estate agents do at the end of lease. If my XR is considered damaged, I don't know how any phone would pass.
Sorry if you feel that way @rarahmorris and we appreciate where you are coming from. We can definitely get in touch with our leasing team to get a report of your handset and assist you further. However since this is a public forum we can`t access customers account details here. As such your best to contact us via the → messaging service to look into this for you.
Thanks for getting back to me, @Kartika. I tried using the messaging service but I was told that there was a "delay in responding at the moment". I will call tomorrow and hopefully sort this issue out.
I am going through the same thing as I see many customers are.
Returned the phone, got a new iPhone, then told later the phone I returned had a crack and screen burn when the store staff examined the phone and didnt say those were an issue. I also had the phone in the toughest otterbox case I could find.
Now I am told I have to pay nearly $500.
I am going to take my long time business with Optus away but will now be hooked into charges as I just got the new phone. The whole process seems dishonest and not fair trade at all.
Will be reporting to the ombudsman.
I totally agree @rarahmorris
There was nothing wrong with me phone when returned to the store at Chadstone.
The staff member wrapped the phone in the A4 sheet of paper that was printed out to say I returned the phone and walked out the back with it. I distinctly remember thinking that didnt look safe and what if it slid out and dropped.
An hour and a half online chatting now, I was told by Nigel from Business Relations that they can only take the warehouse staff's word for it that the phone is damaged. When I mentioned that when the store staff took the phone from me it did not look like it was going to be handled safely he said he is sure the store staff would have. How can he guarantee that?
I would never have got a new phone and now be locked into that if there were known issues with the phone when it was returned. This whole leasing process / system is unfair.
Now to report to ombudsman and never do business with Optus again after a long time of mobile phone, business landline and NBN.
Hi there @Lisa1969. Sorry to hear you're going through this situation.
While the staff at the store can have a general look at the device to see if it's ok to send off, the phone's condition is ulitmately assessed by our Assessment Team at our Warehouse who are trained technicians to assess and provide an official grading of the device.
With regards to the handling of the device at the store, when the devices are prepared to be sent off to the warehouse, all care is taken by staff and appropriate packaging methods are used to prepare the device to be sent off. The packaging of these devices are usually carried out in the back-office section of the store.
If you're struggling to get assistance or clarity around your situation with our Care Teams, please send through a Private Message to our official Optus Facebook page or Twitter page and the team can investigate this further for you.