Thursday, November 27, 2008

...grumble... what does it take to get good service?

I prefer to be happy and not pick on faults, but this is ridiculous.

The e-mail I sent to tech support is self-explanatory.

I just picked up my mobile from the [x] Store on George St, Sydney today, having dropped it off for repair last Thursday, November 20. The reason repair was needed was that the camera function would not launch. The "loading" icon would appear for several seconds (sometimes minutes), during which the phone was not functional, before it returned to the home screen. This occurred in both still and video mode.

I did not test the mobile in-store when I picked it up because I took it on good faith that your service technicians would have ensured that the specific problem detailed in the repair request had been solved before returning to the customer. Unfortunately, it seems my good faith was misplaced.

Only now have I had the time to test it, and find that the camera function is STILL not working. I am not particularly interested in the reasons why a faulty phone sent for repair was returned to the customer still faulty.

I AM interested in telling you that I am extremely dissatisfied that I have had to send this phone in for repair twice in the three months since I purchased it, and the second time, the fault was not even addressed. I don't have the time to keep visiting your store to drop off and pick up my mobile, and neither do I enjoy the inconvenience of switching to a loan phone for 2 weeks or so.

Please provide me with a new mobile of the same model or equivalent that works perfectly well in all its features, because clearly the one I have has problems that even your technical staff cannot solve. I have inferred this from the fact that I got the phone back with the fault intact.

I look forward to hearing from you soon. Thank you.

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