April 14, 2006
Buyer beware
A weekly look at what to watch out for in the world of retail. Figures, case studies and tips come from the Consumers Association of Singapore.
The world of mobile phones
51 No. of cases filed (January to December 2005)
Top complaints
1. Defective goods
2. Unsatisfactory service
A consumer bought a new mobile phone and found it was faulty. He sent it for servicing but after several repairs, it still did not function properly. On the last attempt, the manufacturer told him the phone was beyond repair, even though it was still within the warranty period. He then went to Case to get a one-to-one exchange of the phone, or a change to another of similar value.
Case wrote to the manufacturer on behalf of the consumer. The manufacturer told the consumer corrosion had been detected, which is not covered by the warranty. However, the manufacturer offered a one-to-one exchange for a new phone on a goodwill basis, if the consumer agreed to pay a top-up fee. The consumer agreed.
1. Check the terms of the warranty before purchase. A common exclusion is moisture damage. These terms can be found on the websites of the various manufacturers, so consumers can read them before deciding which brand to choose.
2. Remember to follow instructions to ensure validity of the warranty. Some companies require certain procedures to be taken, for example, mail back the vendor's portion within 14 days, ensure the warranty card has the company stamp of the phone shop, produce receipts as proof of purchase during repair and so on.
3. Check that a warranty card is provided at the point of purchase. Export sets usually do not have a warranty card, and thus cannot be repaired at authorised service centres.
4. Resolve the issue progressively. Most companies will first try to repair the defective phone. Ask for a replacement only if the phone remains defective after several repairs.
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