[eLMafUDd]

Optus are driving me insane. They refuse to fix my iPhone

I bought an iPhone on the first day they came out on Optus, through Allphones. All was happy until it broke. As I had a family member going to Victoria at the time (I live in WA), I gave them the phone to get it replaced at the Apple Store so I wouldn't have to deal with going through Optus. Big mistake.

Anyway, the family member returns my phone back to me, except the replacement given has broken wifi. It doesn't pick up any networks at all. I tried to lodge a support request online, then discovering that you cannot do that with iPhones unfortunately, so I got in contact with the Apple executive Customer Relations for Asia pacific and Japan, and ended up having a phonecall with him about this. He told me that you cannot get your phone repaired through Apple, unless it is through the official Apple store (Which WA doesn't have), and that I should take it to Optus and it would be okay, even though I had got it replaced once before.

I decided to take it to my local Optus store, and they said it was okay, I gave them the documents, phone etc. I came back to the store 10 days later to check how it was going and they had not even sent it off/even begun the repair process. (If I hadn't come in I don't know how long they would have waited). To make matters worse, upon receiving my phone back, I was rewarded with knowing that they had been playing with my phone for the 10 days. (Taking pictures, changing settings/backgrounds etc). Which really pissed me off.

So I took my phone back from them (thoroughly pissed off), and took it to the Allphones store, as the Optus people said it would be easier to do it there. This time at least, they were nice, and sent the phone off the same day. 10 days later I got a phonecall stating that the phone was returned, but Optus has refused to repair it as it was replaced by Apple the first time, and not by Optus. They told me that I should lodge a support request online.

So here I am, back at the beginning, having been left without a phone for 20 days, wasted hours talking, submitting my phone for repair, and my phone is still in the same condition it was when it started, apart from the dickheads at Optus who had been playing with it. And now it seems my only option is to fly to an apple store, or live with having broken wifi - both of which shouldn't be necessary.

</rant>

[matthew858]

Originally Posted by eLMafUDd

Optus are driving me insane.

No surprises there. That's big telcos for you.

[chrsha01]

Very Poor Luck!

You have to remember the replaced ones Apple issue are in fact refurbs (2nds). I'm having the same sort of problem as you at the moment with dodgy replacements, I know how you feel.

I think we have all learnt something, don't go Optus ever again.

To make matters worse, upon receiving my phone back, I was rewarded with knowing that they had been playing with my phone for the 10 days. (Taking pictures, changing settings/backgrounds etc).

:storm:

[incanspyder]

I hate Optus, they've given me the shits. If I weren't living in Sydney so close to two Apple stores, I would never have gone with them!

[decryption]

All telcos are pricks in some way or another. Optus, Telstra, Vodafone, 3 - same shit different smell

[Narooma]

You should have just contacted Apple and had them send you out a replacement iPhone BEFORE you send yours to them. It costs $39.00 but wow.....what a hassle saver.

[benixau]

Optus Bad. That's all

Ok, not really - Virgin Worse (but cheaper so I tolerate them)

[eLMafUDd]

Originally Posted by Narooma

You should have just contacted Apple and had them send you out a replacement iPhone BEFORE you send yours to them. It costs $39.00 but wow.....what a hassle saver.

I tried that, and when I called them they told me that they didn't do replacements, you have to do it through the telco you bought it from.

[AlexR]

Originally Posted by decryption

All telcos are pricks in some way or another.

:O

Not all telcos are alike...

[EdgeOfQuarrel]

Would our telecommunications system be better if we were all on Telecom still?

[Narooma]

Originally Posted by eLMafUDd

I tried that, and when I called them they told me that they didn't do replacements, you have to do it through the telco you bought it from.

Well thats just total bullshit.....you can do it online!

[fompsweeva]

Originally Posted by Narooma

Well thats just total bullshit.....you can do it online!

Originally Posted by eLMafUDd

I tried to lodge a support request online, then discovering that you cannot do that with iPhones unfortunately, so I got in contact with the Apple executive Customer Relations for Asia pacific and Japan, and ended up having a phonecall with him about this. He told me that you cannot get your phone repaired through Apple, unless it is through the official Apple store (Which WA doesn't have), and that I should take it to Optus and it would be okay, even though I had got it replaced once before.

REALLY? Maybe you should verify that first.

[byrnsie]

Originally Posted by eLMafUDd

I tried that, and when I called them they told me that they didn't do replacements, you have to do it through the telco you bought it from.

I had some problems with my iphone and I rang apple and they said take it to your telco and they should send it to get replaced, but if I had any trouble just ring them (apple) and they would replace it. Luckily the problems disappeared with the 2.2 software update so in the end I didn't have to send it away or take it into Telstra.

[will]

TIO

I had an issue with Optus - spoke with the TIO and gee whizz - problem over and dealt with in a few weeks.

[Rant]

The lesson is, problems with an Apple product - call Apple.

If you're honest (give them a laugh at your expense) in all likelihood they'll send you a replacement (might need to give them your credit card number for security) and a box to return your faulty product.

With the best of intentions, phone companies just aren't set up to solve Apple hardware problems.

[iCarllovesapple]

Quick question.
I am having major problems with my iPhone.
I have had quite a few, and they have all been faulty. I have rang Appl and have been able to set up an advanced replacement. Is this option no longer possible?
Please help!!

[melbmac]

Ahhhhhhhhh optus....

People think they're better than telstra, people are so wrong.

[Narooma]

Optus - I know they're better than Telstra.

[melbmac]

Originally Posted by Narooma

Optus - I know they're better than Telstra.

In my experience so far (about 10yrs of telstra and about 4 of optus) optus has provided an all round poorer service. The only thing they have over telstra is price, and the old "you get what you pay for" applies. Thankfully for optus money is all a majority of people seem to care about.

Can't wait to be rid of them (optus) again.

[OziMac]

If only iiNet had a mobile network - I wonder how their deal with 3 is going to pan out.