OUT OF BOX FAILURE NOT REPLACED

R

razer1980

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My parents upgraded their one MTN contract on the 14th October 2010 at MTN Cape Gate and took the Samsung S8300 that they had on special. The agent that handled the upgrade, Adam Pepper, told my parents that if anything is wrong with the phone within seven days that they can bring it back and it will be replaced immediately as an OBF. When we got home, we saw that the phone had a green pixel stuck (permanently lit) on the screen.

I tried getting hold of the store per telephone but could not reach them. We took the phone back the next day, and they referred us to the manager. The manager told us then that the phone could not be replaced but had to be sent away to their technical centre to be "assessed" first. Was promised that they would get the result back in 5-7 days and then we'd get another phone. Obviously we were not very impressed with this as this is not what was promised to us when they gave us the phone. We let them send the phone in as could not get them to budge on the matter, but to this day we are still waiting for a replacement phone.

We've been to the shop and phoned them numerous times but they can not give us an answer as to when we'll be getting the phone back! We even posted a complaint on HelloPeter but all we got back is a generic email telling us that they are looking into the matter and that someone would get back to us. It's almost a month now and my parents are still sitting without a phone!

Can anybody tell me what we can do to get this sorted out?
 
A stuck pixel is not an out of box failure. Simply because the phone hasn't failed, and you can still use it perfectly.
I had a similar problem with an HTC Desire (except my Pixel was blue). I refused to let them take it, and rather said I would live with the blue pixel. Luckily, a day later it disappeared.

It's a crappy policy from the customers point of view
 
From my point of view this is an out of box failure as it's not supposed to be like that! Today one stuck pixel, tomorrow three?! And you can't use the phone perfectly if there's a bright green dot irritating you on the screen the whole time! My one friend's father had the same problem with his phone (also a Samsung S8300) and got it replaced immediately, but at another MTN branch. The service of the Cape Gate branch is pathetic to say the least!
 
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razer1980 said:
From my point of view this is an out of box failure as it's not supposed to be like that! Today one stuck pixel, tomorrow three?! And you can't use the phone perfectly if there's a bright green dot irritating you on the screen the whole time!
Click to expand...

+1
 
Well the thing is you have given them the phone within the 7 day return policy so now you need to fight they that just need to give you another one, no waiting around for the old one to come back. Go demand.
 
I agree.

I'd take mine back for any defect.

I bought my BB Torch on Saturday and took it back Monday. The manager said she'd give me a brand new one that day - but did explain that it's not the norm and usually it would take 48hrs. I'm pretty thankful.

From their side, you could drop the phone or spill water on during the 7 days and demand a new one.

That said, yours has gone on far too long!
 
Always get them to power up the phone before you take it, this is a B.S. policy, they could give you a different handset and send the other in for repairs.
 
I believe the stuck pixel policy is the same for LCD monitors, Plasma & LCD TVs. If there is 1 or 2 stuck pixels on the screens, then you're stuck with the screen. I think there has to be at least 5 or more stuck pixels for them to warrant a replacement screen.

I wonder if it is the same with cellphones?
 
To me a stuck pixel is a defect, I'd not pay them for the duration that I don't have a phone.
 
I understand from both sides so I guess the outcome depends on how much you complain.

From the customer's point:
You got a "defective" phone you paid for in good faith.

From the store's side: they sold you a phone, which you may have damaged yourself in the first few minutes of being handed it. They therefore need to have it assessed before decided if it is a defect with the phone or whether you broke it.

Of course they won't tell you that you might have broke it, because that would tick you off more, but they have to safeguard themselves as well.

The was I see the 7-day OBF is that if it is a defect and returned within 7 days, you get a new one. If it is a defect and you bring it back after the 7 days, they repair and not replace it.

catch-22
 
The fact of the matter is, firstly: we brought the phone back within 24 hours. And secondly: why promise us that the phone would be assessed and then returned in 5-7 days? it's been almost a month now and they can't tell us what is going on!
 
Mantis said:
I understand from both sides so I guess the outcome depends on how much you complain.

From the customer's point:
You got a "defective" phone you paid for in good faith.

From the store's side: they sold you a phone, which you may have damaged yourself in the first few minutes of being handed it. They therefore need to have it assessed before decided if it is a defect with the phone or whether you broke it.

Of course they won't tell you that you might have broke it, because that would tick you off more, but they have to safeguard themselves as well.

The was I see the 7-day OBF is that if it is a defect and returned within 7 days, you get a new one. If it is a defect and you bring it back after the 7 days, they repair and not replace it.

catch-22
Click to expand...

yes... break the phone by putting in the sim card and switching the phone on... :wtf:
 
Got some news regarding my parents cellphone: they spoke to a manager called Warren last night, who confirmed that the rep Adam as well as the other manager is not with them anymore. He investigated and saw that the phone is still lying in the storeroom at MTN Cape Gate! It's been lying there since 15 October. They never even bothered to send it in for "assessment"!!
 
razer1980 said:
Got some news regarding my parents cellphone: they spoke to a manager called Warren last night, who confirmed that the rep Adam as well as the other manager is not with them anymore. He investigated and saw that the phone is still lying in the storeroom at MTN Cape Gate! It's been lying there since 15 October. They never even bothered to send it in for "assessment"!!
Click to expand...

Takes the cake.

Demand a new one. Escalate as high as you can in MTN- something should happen then.
 
davemc said:
Always get them to power up the phone before you take it, this is a B.S. policy, they could give you a different handset and send the other in for repairs.
Click to expand...

This is what they do whenever i get a new phone. it works. i inspect it. approve it and sign off for it.

but OP sorry for your situation. questions should be asked about the phones build quality or how MTN ships their phones.
 
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