Dear Lifehacker, Last August I purchased a Samsung Galaxy S3 from Telstra on a $79 plan. I really like the phone, but in the last few months it has started going through random bouts of rebooting and freezing. Am I entitled to a replacement?
Sometimes this happens every two minutes for a day or more; at other times, it works well for a couple of weeks with no reboot. I feel this should be repaired or replaced, but I’m worried that Telstra will either claim it’s not covered, deny there’s an issue or won’t provide me with a replacement phone while it’s being fixed. How would Lifehacker recommend I approach this situation? Thanks, Repair Required
If your phone is on a two-year contract, then it’s covered for warranty-related issues for the full 24 months. In other words, there shouldn’t be an issue in getting it repaired or replaced.
Here’s what Telstra has to say in its mobile phone ‘Warranty Information’ document:
If you are a consumer under the Australian Consumer Law, our goods come with guarantees that cannot be excluded under that law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
A phone that constantly reboots and freezes is definitely failing to be of acceptable quality — we’d be very surprised if Telstra tried to stiff you.
You’re also entitled to a handset loan or a reduction to your monthly bill while the phone is being repaired (e.g. — if it takes Telstra half a month to fix your phone and you don’t receive a replacement in the interim, your account will be credited by $39.50).
Given that there appears to be a hardware issue, I’d ask for a direct replacement rather than a repair. The first step is to ring up Telstra’s 24-hour customer service line on 132200. Alternatively, it might be wiser to head into a Telstra store and deal with a local representative face-to-face — this is likely to result in a faster resolution and a lot less frustration.
If you can go to the same store you purchased the phone from, all the better — just be sure to make a copy of your data as a safeguard before handing over the phone.
Check our customer service guide for some tips on getting issues solved quickly. If any readers have their own tips on how to get issues resolved quickly with Telstra, do let RR know in the comments section below.
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