Telstra warranty issues - poor customer service

vegemite2008 on 06/08/2018 - 14:24
Last edited 06/08/2018 - 14:25

I purchased a Telstra Lite Smart mobile.

Tried to activate it using a Telstra SIM Card.

Mobile could not recognise my SIM card or any other SIM card (tried 3 different ones).

Remember that this is a brand new mobile.

I had a chat with Telstra online, they said contact Telstra on the 13 number.

Telstra 13 staff said bring it in to the nearest Telstra store.

Brought it to Telstra Cannington, WA.

They said leave it with us.

They contacted me a few days later on and accused me of breaking 2 SIM pins on the mobile.

I said it is still under warranty, they said no, you broke the SIM pins…

If caused by a customer, then the warranty will not cover it.

I inserted the SIM card once but took it out due to the fact that mobile did not work.

Terrible customer service…

I have sent Telstra a complain (online). If that does not work, then I will seek a remedy under Australian Consumer Law and the Telecommunications consumer protection code.

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Comments

  • vinni9284 on 06/08/2018 - 14:32

    If caused by a customer, then the warranty will not cover it.

    Normally warranty doesn't cover from misuse however they have to prove it.
    It seems like your word against theirs.

    I would still push for a replacement it as it's not really an expensive phone.
    IMO Telstra are the biggest rip-off artists and really it costs them nothing hence should act in good will.. if they still possess it :P.

    Don't give up.

    Cheers

  • SnoozeAndLose on 06/08/2018 - 14:37
    +1

    how could people damage the pin in the phone? it is more like the pin is broken from day 1

    • HighAndDry on 06/08/2018 - 14:42

      By inserting the SIM wrong…. which is honestly more likely (if it's a physical "bent pins" problem) than that the pins inside the phone were somehow damaged in transit, etc.

      • SnoozeAndLose on 06/08/2018 - 14:43

        the pin should work like a spring right? it is not uncommon to insert the SIM card in the wrong way

        • HighAndDry on 06/08/2018 - 14:47

          Honestly I have no idea - I'm kind of assuming the staff member wouldn't say "SIM pins are broken" if there were no SIM pins. Considering the level of some Telstra staff… maybe that's an assumption I shouldn't rely on.

  • Mikinoz on 06/08/2018 - 14:41

    I inserted the SIM card once but took it out due to the fact that mobile did not work.

    Kinda conflicts this

    Mobile could not recognise my SIM card or any other SIM card (tried 3 different ones).

    • HighAndDry on 06/08/2018 - 14:43
      +1

      Yup. Just from reading OP's account - and if the pins are physically bent/broken - it sounds like OP might have actually inserted the first SIM wrong, tried to force it, and so damaged the phone that way.

    • vegemite2008 on 06/08/2018 - 17:10

      I work in IT and are very familiar with SIM cards and how they work.

      My job involves setting up m2m routers using SIM cards etc.

      The reason why I tried 3 more SIM cards was to rule out that it was something wrong with SIM card number 1.

      It is impossible to break the pins when inserting a SIM card unless there is a manufacturing fault with the mobile, in this case the SIM pins.

      The Australian Consumer Law is there to protect us consumers, the onus of proof is on the merchant.

      Just a little bit frustrated that I was accused of not telling the truth.

  • Topdog on 06/08/2018 - 15:54

    Could be a second hand phone sold as new. Someone bought it messed up returned the phone. Then OP got it?

  • AdamFury on 06/08/2018 - 16:40

    Have them send it away anyway.

    They will assess it there and if they decide it's customer damaged they will charge for it.

    You can then always call up Telstra Complaints who are usually quite helpful to discuss.

  • hikaru78 on 06/08/2018 - 17:00
    +2

    Work in telco retail for many years sim pin never break by themselves.

    The can easily be broken if using a pop out sim and the sim pops out and you try to remove the adaptor without due care.

  • gasman70 on 06/08/2018 - 19:36

    Telstra are truly the worst company I’ve ever had to deal with.

    Good luck…..you’ll need it.

    • vegemite2008 on 06/08/2018 - 21:48

      The mobile only cost $69 .

      I am only doing this as a matter of principal.

      If Telstra are happy to spend hours to counteract a claim under Australian Consumer Law then I am happy for it to be resolved that way.

      • gasman70 on 06/08/2018 - 22:26

        Go for it. I’d do the same too.

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