I bought a brand new Samsung Galaxy Nexus i9250 from a friend of mine who ordered it from Shoppingsquare.com.au. Within a couple of weeks of receiving the phone from shoppingsquare, the phone developed a fault that the colour of its screen started turning yellowish. I contacted Shoppingsquare (SS) and they did not want to talk to me, as the phone was on my friend's name. So I got my friend to log into her account and send them a authorisation / confirmation that I am the new owner of the phone, however SS still wanted to deal with the service request through the original account holder's login.
Anyway, I got my friend to raise a service request from her account and SS issued a Return Authorisation (RA) number to send the phone back. I sent my phone back on the 25th May 2012, and have not received it back yet. I got my friend to follow up with SS through her login on 15th June, which she did for me, and all SS replied back was "we have received the phone and have sent it to our supplier to get it repaired under warranty…as soon as we receive it back we will send it to you"…. We waited few more days and and finally sent them another msg on the 25th June requesting them to either issue a refund or provide a phone from their existing stock, and pointed them to the ACCC law : http://www.accc.gov.au/content/index.phtml/itemId/1023610
Now, that was when they stopped responding to our messages. It's been about 6 weeks and we still haven't received our phone back. I tried ringing APUS corporation contact number i.e. 02 9666 3055, but no one answers the phone.
Could anyone advise what further steps should I be taking. Did anyone has any experience dealing with shoppingsquare on similar issues ? The sad part is that the phone was only used for about a week when it started experiencing the problem.
Shopping Square may have already sent the phone to the supplier for you, but they're also waiting for the supplier to respond and ship the phone back. This process can take a very long time.
My only advise is to be patient and eventually you'll get your phone…. but if you hate waiting you can continually pester them until they issue you a refund or ship you a new handset — but this probably never happens.
I didn't run into any issues with SSQ, but on a similar scenario with PCCG I returned a Logitech mouse, waited over 3 months (honestly forgot about the damn thing) and they eventually sent me a brand new one back.
TLDR: warranty processes take a long time, it is often out of the seller's control on when you get the item back.