Occasional no ring tone on ZTE

[Tahiti]

Thanks to all who helped in previous posted question, https://productioncommunity.publicmobile.ca/t5/Get-Support/Bought-ZTE-phone-March-2022-sometimes-no-...

Short recap - we rarely use phone, may be 1-4 calls per month.  OCCASIONAL miss call due to phone did not make sound (for sure we were around and volume setting was OK).  Another missed call (I was around but did not hear phone ring) on Friday 10/3.  Will take phone to Telus store tomorrow 13/3 after lunch. 

1.  I'm hoping for exchange instead of repair, possible? or am i asking for more trouble? (our warranty expire March 27)

2.  How can I "explain this problem" to people in store.

Other minor issues with phone (do not bother us, since phone "works"):

1.  Front screen does show Public Mobile, inside screen always show "No service!" since day 1.

2.  April/May 2022, once I noticed the volume changed to noticeable lower when I put the phone down (it was a junk call, hence I did not answer and let it rang).  I was sure of this change of volume, but not sure if that happened again (as we rarely get call).

I'm busy working as income tax volunteer these days, will return tomorrow to quick read reply before heading out after lunch.  Will only have time to return here again after mid-May, THANKS IN ADVANCE!!

[softech]

@Tahiti  thanks for sharing your experience

Yes, I guess only Telus enterprise owned stores will help repair works.

But it's good you get it sorted out and you get a new phone with extended warranty.

[Tahiti]

Thanks to everyone!!

Brought phone to "Telus store" per instruction from PM website (thanks to @computergeek541 and @will13am who provided web link above). 

1.  The closet store we went to said that they are "only" Authorized Distributor and could not handle repair for PM (but OK for Telus, confuse)

2.  Walked to 2nd Telus store (about 30 minutes).  In the beginning, employee there did not know they can handle PM phone repair, but then he figured that out.  Simple process in recording problem, print us receipt, etc.  Told us that it will take one to two week for repair.

3.  ** no "~lender's phone" ** from the store as described in PM online article (somewhere).  Fortunately, we do have spare phone to use when our phone was send in for repair.

4.  Store called 7 days later, phone already "repaired".

5.  When pickup phone few days later, we were given a brand new phone (phone only, no accessories nor charger) (we still have box + charger from when we 1st purchase last year)

6.  Was told that there is a 90 days warranty with this new phone, starting from when store called.

Overall, our problem was more the occasional missed call problem.  The repair experience was very pleasant and straight forward.  Telus store employee was very nice and experience.  Thank u all!!

[Tahiti]

Thank u all!!  Interesting to know that warranty starts when 1st use phone, not date of order, nor date of receive.

[computergeek541 · Accepted solution]

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@will13am wrote:

@Tahiti , this is the help article covering phone warranty.  For repairs, you have have to take it to a Telus store.

https://www.publicmobile.ca/en/on/get-help/articles/phone-warranty-returns-repairs

I believe this warranty checker can be used for phones purchased from this site.

https://www.telus.com/en/mobility/services/warranty-lookup

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I can confirm that it does work for phones purchased from Public Mobile.  In addition, the warranty end date is actually a year after the customer starts using the phone (not when order, not when received).

[will13am]

@Tahiti , this is the help article covering phone warranty.  For repairs, you have have to take it to a Telus store.

https://www.publicmobile.ca/en/on/get-help/articles/phone-warranty-returns-repairs

I believe this warranty checker can be used for phones purchased from this site.

https://www.telus.com/en/mobility/services/warranty-lookup

[softech]

@Tahiti you said in your post you bought the phone in March 2022.  I would go for a warranty repair first before the 1 year warranty expires.  I think you can just head to a Telus store or Mobile Klinic location for repair.  

I dontl think you need to open ticket with PM for that , but you can open one so they have a record you request repair before the 1 year warranty expires 

[Handy1]

@Tahiti  Unfortunately to return the phone needs to be done in the first 30 days but if your warranty is up march 27 .. take to Telus store explain what you have hear and show them the phone and get warranty work done is about all you can do , best of luck