Dear Editor,
On December 19, 2010, I purchased one A288 Dual Sim Mobile Phone as a Christmas gift for my fiancé at an outlet [name given] located on Regent Street, and was given a one-month warranty (with no conditions attached) for my purchase.
Subsequently, I took the phone home after the Customer Service Representa-tive (CSR) showed me the contents of the box, which included two batteries, one ear piece, one charger, one USB cable and one Users’ Manual. The CSR inserted one of the batteries into the phone, turned it on and went through the features.
When I reached home, I inserted my Digicel Sim Card and decided to turn on the television feature of the phone; immediately after I did so the phone froze.
I got confused and decided to turn it off and retry, but it took more than ten minutes to turn off. I showed my aunt what was happening, since both of us had gone to purchase the phone. She suggested that I return the phone for the CSR to assess the problem. I attempted to do so the following day, but the store was closed. I did so the day after that but was met with the same result. My fiancé knew about the purchase (since he had requested it), became excited about it and decided to start using the mobile phone, because reaching the store looked impossible at the time.
He had to work during the Christmas season, and during that period he placed the phone on a rough surface and it scratched while retrieving it. After Christmas we attempted to return the device on Thursday, December 30, 2010 at approximately 17:55 hours and we met the store closed again. Our final attempt was made on Wednesday, January 5, 2011 at approximately 14:35 hours and we finally found the store open. I explained the problem to the CRS, and he then called another gentleman (whom we thought was the Manager) and told him that I said the TV and camera features weren’t working. He took a look at the outside of the instrument and indicated to us that he could not take the phone from me since it had a scratch, and that was an indication that the phone fell which had caused the features to stop working.
He also said that the manufacturer would not accept it because of the scratch (which was a tiny one and can be seen when viewed closely). He further indicated that I should have brought the phone immediately after I discovered the problem, to which I told him I did so on numerous occasions and I met the store closed. I stood there shocked and helpless since he didn’t listen to me any further, and just turned and walked away.
What made it even more painful is the fact that they didn’t make any attempt to open the phone to assess or remedy the problem.
I was given a one month warranty with no conditions attached, and there was enough time left when I returned the phone. Why would you give a customer a warranty to repair or replace a purchase during a given period and when an attempt is made to do so that customer is met with a refusal? Every time I relate that situation to anyone I am met with, “You have to beware of those so-called cellular phone dealers.” And I agree with that statement. The more I think about it I become furious, since I know I work hard and honestly every day for a salary at the end of the month, and eighteen thousand dollars is very hard to let go of in that way. I know that I erred in this situation, because I failed to thoroughly examine the phone before leaving the store.
Reports were made to both the Guyana Consumers Association and the Guyana National Bureau of Standard (GNBS) and they were very helpful giving me warnings on my next purchase. Even though they couldn’t do much to remedy the situation, I felt at ease that somebody actually listened to me.
I wrote this letter to let consumers beware of these so-called mobile phone centres that are lurking around Georgetown. Even though the deals look attractive and cost less than other mobile phone dealers, still beware of what you are purchasing, ask questions and carry out thorough examinations on your purchases. I am further advising them to purchase mobile phones from authorized cellular phone dealers (Digicel, GT&T, Cell Phone Shack, etc) and make sure that there are conditions attached to the warranty which should be separate from the receipts you receive. I will forever remember that lesson well learnt.
Yours faithfully,
Donnel Joseph
