RacingGreen07 From , joined Dec 1969, posts, RR: Posted (7 years 1 month 3 weeks 6 days 10 hours ago) and read 1151 times:
I'm just looking for some advice. I sent my phone in for repair about 2 months ago and when I sent it in they said it wouldn't take long. BUT ITS BEEN TWO MONTHS!
They keep saying to me they are waiting for parts and I keep getting the same old call centre operator who just doesn't give a damn! They know I'm a student which is why I guess they are taking their time and treating me like crap. They keep telling me they are waiting for parts, thats been the same story for two months! It is a warranty repair.
This isn't the first time I have sent my phone to them! This is the third time! The other two times they FAILED to repair it! I'm just so stuck because I can't exactly argue with them can I? Because the parts thing isn't their fault. They say they have been waiting for parts since September! I'm just so angry with them and I must have rang them at least 30 times since they have had my phone!
I just have no where to turn and no where to ask for help. Please guys please help! Who do I talk to ? .
RacingGreen07 From , joined Dec 1969, posts, RR:
Reply 3, posted (7 years 1 month 3 weeks 6 days 10 hours ago) and read 1129 times:
Quoting SOBHI51 (Reply 1): So after 2 bad experiences you still go back to them?
Thanks for the reply but it was a warranty repair and therefore it is free. Thats why I went back to them.
Quoting Sv2008 (Reply 2): What company is it? Is it a contract? pay as you go? did you buy the phone? what brand is it? whats wrong with it?
Thanks for the swift reply, its an LG Phone. It is on pay as you go. I bought the phone from a friend who gave me the receipt because it had around 11 months under its warranty left.
However when they failed to repair it, it was eligible for a free repair under the repair centres warranty and not the manufacturers warranty. They say they are waiting for some parts for the phone. They weren't specific. The company is called SBE Ltd.
Phoenix9 From Canada, joined Aug 2007, 2546 posts, RR: 9
Reply 5, posted (7 years 1 month 3 weeks 6 days 8 hours ago) and read 1103 times:
You gotta tell them that they need to give you a new phone. Period.
They could really be waiting for parts or the other possibility is that they lost or fried your phone while repairing it and now making excuses until you give up. You gotta be stren with them and ask them for a replacement. Give them a weeks time to send it back or contact their headoffice and consumer protection agency.
Life only makes sense when you look at it backwards.
FlashFlyGuy From Australia, joined Jan 2007, 439 posts, RR: 0
Reply 6, posted (7 years 1 month 3 weeks 6 days 7 hours ago) and read 1086 times:
Quoting RacingGreen07 (Thread starter): I just have no where to turn and no where to ask for help. Please guys please help! Who do I talk to ?
Don't you have like Consumer Affairs or similar in the UK, that you can report the company to and they'll hound them for you? Or give you advice on your rights. Alternatively, and this also seems to work miraculously over here, report them to a television current affairs program. Companies don't like having TV programs on their doorsteps...
Also, by reporting them to the relevant consumer authority you may find that you are one of quite a few people in the same boat with that company. Good luck.
Wouldn't hurt to try this either....
Quoting Sv2008 (Reply 4): I'd demand a replacement phone from the shop. It sounds like they've accepted the warrenty claim, so 2 months is long enough to wait.
EvilForce From , joined Dec 1969, posts, RR:
Reply 9, posted (7 years 1 month 3 weeks 6 days 6 hours ago) and read 1061 times:
Quoting RacingGreen07 (Reply 8): On Monday I will demand for the phone to be back or demand a replacement.
Stop talking to the boob at the call center. Ask to speak to her supervisor. If the supervisor doesn't give you the answer you are looking for, speak to the manager of the entire department.
Waiting 2 months is ridiculous. They owe you a phone, period. They can send you a refurbished phone that works of a similar quality, and then they can wait as long as they want to fix the stupid thing. I wouldn't have waited 2 weeks, much less two months.
A rule in customer service is to keep going up the chain of command until you get the answer you seek. The minute you hear "there is nothing I can do" from a customer service person, take your request up to the next level. There is no need to be nasty or raise your voice, but be firm. If your request is reasonable there is no reason to be shy to keep going up the chain of authority.
I had a major problem with a utility once. I was frustrated because no one would do what they promised. I had pages and pages in correspondence. I had spent probably 20 hours on hold, talking to people, re-explaining the story everytime, et...etc... I kept going up the chain, so far in fact I ended up calling the Executive Vice President of the company..... at home. I apologized for bothering him at home but said I simply didn't know what else to do. That if it was anything other than a utility which has a monopoly I'd have long ago just bought something else. That man was a saint. Morale of the story..... be persistent and no does not mean no because some call center employee said so.