topic Re: Public Mobile Phone Warranty Issue in Get Support

Public Mobile Phone Warranty Issue

angdreid — Mon, 28 Nov 2022 11:41:48 GMT

I purchased a refurbished I phone from Public Mobile, and it came with a 1 year warranty. Has anyone had success actually having repairs completed within that warranty time-frame?

I contacted PM before my warranty had expired and they determined my phone was eligible for repair. The battery had failed. Turns out it was a replacement battery and actually the incorrect battery had been installed for the make and model I had. I should mention that the phone had been in an Otterbox case since I received it, so there was no damage to the phone whatsoever. It just failed.
PM tells me to take it to a Telus Store to be sent for repair. We go to 4 different Telus Stores. They all tell me, NO, we no longer accept PM phones for repair. They will not take the phone. They do not deal with PM warranty issues.
I tell PM this. They insist this is what I have to do. I call the Telus Stores again (I’m not driving over 1h to go back to them again). They tell me the same thing. They do not deal with PM warranty repairs.
Now PM says warranty repair is not an option because it is past the one year warranty period. I’ve been fighting to get a repair for over a month! The phone is sitting in a cupboard because it is unusable. I asked to be sent a prepaid envelope to send it for repair. Their only response is to say that I have to bring it to a Telus store that will not accept it.
I am filing a complaint with the Better Business Bureau. Their warranty is false, they insist to do something that isn’t possible, and they made sure to drag it out until after my warranty period had passed.

Re: Public Mobile Phone Warranty Issue

softech — Mon, 28 Nov 2022 14:31:33 GMT

@angdreid ask them to escalate to senior support

Also, I think they usually ask people to send to MobileKlinik for reparing job and not Telus store.

Re: Public Mobile Phone Warranty Issue

Coverhiro — Tue, 29 Nov 2022 03:58:20 GMT

I brought my phone into a Telus store. The person was very resistant to help. First told me to go the MobileKlinik to ask them for thelp. Telus store told me they had nothing but trouble sending CPO phones for repair. Eventually went back to the Telus store, the person reluctantly tried processing my phone for repair. At first he mentioned not being able to get me an Apple Device loaner to replace my apple repair. Eventually had to call Telus, Koodo and somebody else on the spot.

Eventually, the person did help by finding a way to loan me an apple device while sending my phone in for repairs. The process took a few hours, not to mention trying to transfer data from one buggy device to another.

When I got my phone back, they said they reset the phone.

I called Telus Customer support and the person tried to reassure me that all new smart phones are buggy, randomly shut off sometimes during calls, get heated batteries and so on. I was with public mobile, went to Koodo and now back. Most likely have to take care of my own device and repairs unless I buy a new phone and its within it's warranty or I pay for a monthly protection plan.

Yes it was a hassle. My CPO phone came with 350 battery cycles, since the health shows 87%, they won't really replace the battery.

Re: Public Mobile Phone Warranty Issue

softech — Tue, 29 Nov 2022 04:05:59 GMT

@Coverhiro

did you first open a ticket with PM support , have them to tell you what to do or where to brong the phone?

or you just head to the Telus/Koodo store without open ticket with PM??

Re: Public Mobile Phone Warranty Issue

Coverhiro — Tue, 29 Nov 2022 04:14:15 GMT

I did mine through Koodo. They kept insisting that I just walk into a Telus store. They also gave me a voucher with Mobile Klinik. I'm assuming it'd be similar with PM.

I think it's more to say the Telus store was very reluctant to help acting like it was a big hassle.

I still went through with it, but I can understand how it can be frustrating for people who don't have the time or not sure about what to do.

Is it possible to call Public Mobile directly if in the store for support?

Koodo and Telus required callbacks at the time.

Re: Public Mobile Phone Warranty Issue

angdreid — Tue, 29 Nov 2022 21:43:30 GMT

They told me multiple times to take it to a Telus store. Telus store says they no longer deal with PM warranty repairs. I go back and forth. Public Mobile doesn’t seem to care or accept that Telus will not take the phone.

Re: Public Mobile Phone Warranty Issue

softech — Tue, 29 Nov 2022 21:58:40 GMT

@angdreid @Coverhiro maybe you need to take it to a Corporate Telus store?? those you can find here:

https://www.publicmobile.ca/en/on/store-locator

Re: Public Mobile Phone Warranty Issue

dabr — Tue, 29 Nov 2022 22:08:16 GMT

@angdreid PM CPO page advises that warranty is taken care via Telus stores here: https://www.publicmobile.ca/get-help/articles/phone-warranty-returns-repairs

edit: I'd agree with softech that you need to open a ticket with customer support to get this sorted.

Re: Public Mobile Phone Warranty Issue

angdreid — Thu, 01 Dec 2022 03:27:26 GMT

I did!

Re: Public Mobile Phone Warranty Issue

angdreid — Thu, 01 Dec 2022 03:29:04 GMT

I did. Telus says they no longer accept PM phones for warranty repair. I did have a ticket open. PM keeps telling me to take it to Telus, who in turn say they won’t accept it, and that I have to contact PM. It’s a fun circle of life. Lol

Re: Public Mobile Phone Warranty Issue

angdreid — Thu, 01 Dec 2022 03:30:21 GMT

I have a ticket in and have been messaging with PM directly.

Re: Public Mobile Phone Warranty Issue

softech — Thu, 01 Dec 2022 03:30:43 GMT

@angdreid Telus has corporate and non-corporate stores. use the link I posted above to look for Corporate Telus stores and see what they say

Re: Public Mobile Phone Warranty Issue

angdreid — Thu, 01 Dec 2022 03:33:31 GMT

I have dealt with corporate store. They do not accept PM phones for repair.

Re: Public Mobile Phone Warranty Issue

softech — Thu, 01 Dec 2022 03:47:16 GMT

@angdreid which CS agents are dealing with it? ask them to escalate and they them the store you went. Ask them which specific store in your area they recommend you to go. And don't go there yet, call that store and make sure they will deal with it

@J_PM what is the situation with CPO warranty,? OP was turned away by Telus stores but your team has been keep asking OP to go back. Can you step in ? can you and your team to contact a store in OP's area and make sure they will take the warranty work before suggesting OP to head over? thanks

Re: Public Mobile Phone Warranty Issue

angdreid — Thu, 01 Dec 2022 03:43:18 GMT

They asked me the location of the store that said no, and then replied ‘thank you, we’ve flagged them’. Nothing else. They have not offered one helpful solution yet. Why can’t they send a prepaid envelope to return it for repair? Wouldn’t that be simple?

Re: Public Mobile Phone Warranty Issue

angdreid — Thu, 01 Dec 2022 03:45:18 GMT

I have yet to be able to find a contact number for PM or find how to request a call back. No one has offered to contact me to deal with this issue in the over 10 points of contact I’ve had with them.

Re: Public Mobile Phone Warranty Issue

angdreid — Thu, 01 Dec 2022 03:47:17 GMT

Already escalated. That went nowhere. Same directions. Please take your phone to a Telus store. Oh! And an added - but sorry, now your phone warranty has expired so we aren’t sure if we can cover anything.

Re: Public Mobile Phone Warranty Issue

angdreid — Thu, 01 Dec 2022 03:53:35 GMT

I’m not driving back to the store again. It’s an hour away. I can call them and get the same response. They do not take PM for warranty repair. PM does not care. That is their only response. Take it to a Telus store. No one should purchase a refurbished phone from Public Mobile and expect the warranty is legitimate.

Re: Public Mobile Phone Warranty Issue

softech — Thu, 01 Dec 2022 03:54:37 GMT

@angdreid I have tagged Community manager @J_PM , let's hope she can step in and got you the help you need.

Re: Public Mobile Phone Warranty Issue

angdreid — Sat, 03 Dec 2022 22:51:47 GMT

Nothing so far.