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Occasional Contributor
Occasional Contributor

Warranty Woes - Can anybody help??

So I am having some major issues getting a straight answer from anybody I call or chat with online and am really getting frustrated, here is my issue I will try and keep it as short as possible.

 

Woke up on Father's day (3rd September) to find my beloved Nexus 6P was stone cold dead, no power and totally unresponsive after being fine the night before.

 

Called Optus 4th September to report issue person I spoke with advised as totally dead it would be a straight replacement, I advised I read about loan phones online and asked if I could also arrange that. I was advised as this was a straight replacement it would only take 5 business days to get my phone replaced, so no loan phone but I  thought 5 days okay I can survive that.

 

On 6th September I received the return post pack to return my dead device. On 11th September received notification old phone was received, 12th received request to call.

 

Rang on the night of 12th and was advised my phone cannot be replaced with a Nexus 6P and was given 3 options.

 

Called back morning of 13th September and requested the option for a Mate 9 as straight replacement, advised the notification was sent to the warehouse and would be around 3 days before I would receive the replacement.

 

Waited patiently until 19th September and called back to find out what was happening, waited on hold for ages then was advised sorry the Mate 9 was out of stock and I will need to wait for new stock. I was extremely unhappy to hear this especially given the fact it seemed Optus was quite happy to remain totally silent about this fact until I made contact.

 

In my frustration I asked if I could switch to the other replacement option being the P10 as at this point I just need to get a phone back, put on hold for ages only to be told no the P10 is also out of stock.

 

I explained that I am about to drive 350kms with young children for a holiday and just need a phone back I dont care what I have to do, I was offered a refund of payments for the dead phone and start a new contract. I said fine and was put on hold. While on hold I started an online chat with a sales rep and said I wanted a Mate 9 and asked if she could check if there was any in stock as I heard there were none, she came back and advised there is plenty of stock.

 

Back off hold and being transferred to the retention team (or something like that) taken off hold after a while to be advised hang on a sec there is actually a Mate 9 in stock and it will be dispatched that day (Monday 18th).

 

Being a little skeptical I started an online chat tonight (19th) to confirm the Mate 9 had been dispatched and to get a tracking number, person who was online advised they cannot see anything and call back tomorrow.

 

Bottom line is I need a phone back by Friday (22nd) as on Saturday I drive 350kms with a car full of kids and I cannot do that safely with absolutely no form of communication, plus how the hell do I take photos as my phone was my only camera. I have offered to go into the World Square store and collect a replacement and Optus deals with the admin etc, begged for a loan phone but nothing is happening.

 

Is there anybody out there that can help me or knows who I contact to get this sorted out, I have spent so much time on the phone or online chat and have no confidence in what is going on or what I am being told.

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Respected Contributor
Respected Contributor

Re: Warranty Woes - Can anybody help??

Hi there.

 

Wow what a series of negative results.. 

 

As you'd understand this is a public forum and help is limited when it comes to this stuff.. I can how ever escalate your thread so a Optus representative can pop in and have a look, form there hopefully the rep can offer atleast some insight on what's going on.

Cheers Dave

Note..This is an open and public support forum please refrain from posting private/personal information. 😉
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I’m a Yes Crowd Champion (not an Optus employee). I share my knowledge on Yes Crowd on a voluntary basis. If I answered your question, please mark it as a Accepted Solution. If I helped you out, hit that Kudos button Smiley Happy
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Blog Author

Re: Warranty Woes - Can anybody help??

Hey @NoMore6P, that all sounds incredibly frustrating. I'm sorry you haven't received a sufficient level of support this one 😞 Feel free to send us a private message with your account details. We'll need your full name, DOB and mobile number. If you also had the BASC reference handy, that'd be incredibly helpful. We'll chat soon! 

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Occasional Contributor
Occasional Contributor

Re: Warranty Woes - Can anybody help??

Thanks @Dan_C I have sent you my account details as requested.

 

This is now getting beyond a joke, I have attempted to follow up again this morning to get a tracking number only to be told yet again you are out of stock of Mate 9 handsets and I will need to wait until you receive them. Yet your sales staff confirm you have plenty of Mate 9's.

 

I was blatantly lied to on Monday when I was told one was being dispatched to me and now 2 1/2 days before leaving on holidays I get the same crap and told to just wait. You have Mate 9 handsets. You need to honour my warranty under consumer law.

 

I was offered the solution of purchasing a $50 prepaid phone and having the cost applied to my account as a credit!?!? What the hell I need to outlay money to cover for the fact this has been so poorly handled it is not funny. What type of photos is this $50 phone going to take compared to my old Nexus 6P or promised replacement Mate 9????

 

This is now the 3rd week of this hell, I am still of course being charged for a phone I don't have and a service I cannot use and being told to just chill out and wait until you get a delivery into your boomerang warehouse and then you will send me a replacement. 

 

EDIT:

Wow thought I was getting somewhere having my 2 hour online chat transferred to a Senior Resolution Specialist only to be asked again if was going to accept the solution of purchasing a $50 prepaid phone then advised the escalation to the CRG will take 48 hours and will be resolved in 10 days. What a load of crap.

 

Seems nobody in Optus takes any form of ownership or responsibility for the lies told and deception of customers, I know if I tried half of this crap in my place of employment I would no longer have a job.

 

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Re: Warranty Woes - Can anybody help??

Hey @NoMore6P, I know it's been over a week since you'd messaged us but I've just replied back. We're happy to chat there if you like. 

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Re: Warranty Woes - Can anybody help??

Hi @Dan_C thanks for getting back to me I really appreciate a late response over no response at all 😀

 

This has been resolved now although it was still a bit of a comedy of errors right to the end, from the SMS messages I received on the number associated with the warranty device the replacement was actually dispatched on the Wednesday after being told again it was not in stock and I would just have to wait.

 

Anyway I am just glad I received the replacement before I went on holiday even though it is not a Nexus 6P I am extremely happy with the replacement and glad it is all sorted.

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Re: Warranty Woes - Can anybody help??

Ah, that's great to hear @NoMore6P. I'm happy to hear we got your replacement device out in time for your holiday! A good resolution is always better than a subpar one 😉 If absolutely anything else comes up, feel free to message us back here. Enjoy your time away! 

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