I purchased a phone from Mobileciti earlier this month. It has some issues with storage- files disappearing and SD card slot working intermittently, but mostly not working. I've done a few full resets and the problem remains, so it seems like faulty hardware. No worries, it happens.
I contacted Mobileciti asking for a replacement, and they directed me to contact Oppo and do a warranty claim. Oppo quotes about a month for the whole process. I asked Mobileciti if they could do the replacement as per ACCC guidelines, rather than me dealing with Oppi and waiting a month. They responded saying that if they do it they'll essentially make the claim on my behalf and I'll need to wait even longer.
Is this the correct process? In the past when I've had similar problems so soon after purchase retailers have swapped out the device for me without having me wait for them to deal with the manufacturer. Have I just been lucky?
The supplier of the product (in this case MobileCiti) is meant to be the first port of call for warranty purposes, but it sounds like they will not simply replace the phone on the spot with a new handset. They have the right to send the phone back to the manufacturer for assessment but that will take time.
So, if Oppo are willing to deal with you directly and replace the phone, then I'd rather just deal with them (and cut out the middle man so that things happen quicker).