Saturday 16 September 2023

The Voice - Consumer's Voice

Why can't I install apps?

Can you please assist me in this issue. I bought a Huawei Y70 phone in Maun for P3,000. After buying the phone I realized that it doesn't support other apps. I tried to download Showmax and Netflix but the phone was acting up. There is an error message saying the device does not support the app.

Upon realizing this issue I contacted the shop but the guy told me that he is able to install them but the issue is this phone is going to be a problem to me because they gave me 1 month warranty I wonder what will happen after one month if I want to install another app.

They are refusing to change the phone. So I was asking how best can the shop help me.

I think we need to teach this cellphone store some basic lessons about customer service and consumer rights, don't you?

Firstly, this is just rude. Maybe I'm old-fashioned but I think that if a store sells something that isn't working right, no matter what caused it, they owe the customer some courtesy and should try their best to help them fix the situation.

Perhaps more importantly I think suppliers should obey the law. As readers of The Voice will know by now, Section 16 (2) of the Consumer Protection Act says that a consumer:
"may return goods to a supplier in their merchantable or original state, within six months after the delivery of the goods, without penalty and at the supplier's risk and expense, if the goods fail to satisfy the requirements and standards (that the Act demands)"
It's not complicated. A cellphone should be able to make calls, send messages and load apps that are right for that type of phone. A quick Google search suggested that there's nothing that would prevent this model of phone loading these apps. However, I think it's the job of this store to help you fix this issue. If there's a reason why the apps can't be loaded they should have told you this before you spent your money. If it can run them they need to help you load them. Either way it's their job to help you.

I contacted the store but haven't had a reply yet. I won't give up.

Must I pay for a refund?

I'm not sure if this is the right platform but I need assistance on what to do with an electronics store in Airport Junction. I bought a phone there in May, an iPhone Pro Max 13, now the battery is already down to 92% which is unusual for a brand new phone.

I went to see them today and they said their warranty doesn't cover the battery and if I want a refund they will deduct 40% of the price paid, which is 6.6k.

So I told them that I'd just check in with you guys if that is the right way because honestly I believe I was sold a refurbished or second hand phone instead of a new one. Please advise.

I agree with you. Something here isn't right. You sent me a screenshot from the phone which shows that the Apple warranty has already expired which shouldn't be the case for a new phone bought in May. And then there's this nonsense about the battery not being covered by the warranty? That's not acceptable. Requiring you to pay to get a refund is also nonsense and I'm happy to tell them about Section 16 (2 ) of the Consumer Protection Act. I'll also tell them about Section 13 which forbids a supplier from selling used goods without being honest about it and Section 23 which says they can't force consumer to waive their rights, like the right to a working battery in their expensive cellphone.

Why is it that some cellphone stores are allowed to behave like these two? The bad news is it's because we allow it. We all need to be a lot more demanding.

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