So I bought a Motorola Android phone in July 2010.
I ordered it online and it was delivered within 48 hours. It seemed like a cool phone, and for the first week or two everything seemed fine.
I turn my phone off at night, and was often puzzled when the phone was on the next morning. A quick Google search revealed this was a common problem with no apparent solution. A Telus tech support suggested I remove the battery each night. How stupid!
On a three year contract, assuming I remove the battery 5 nights a week on average, that would require me to open the battery door and remove the battery more than 700 times! Any bets on how long the battery terminals and door parts would last? Do you think that might constitute abuse and void any warranty?
Over the past few weeks the phone has developed other issues--severe echo on the line, dropped calls even when sitting at my desk, the screen does not rotate when the phone is turned to landscape position (it did when I got the phone)
I called Telus support to see about warranty repairs and was told to take the phone to a dealer and they would provide a loaner while mine was being repaired. The woman tech at Telus said there would be a $25.00 charge for this, and they would credit my bill.
I went to the closest dealer to me, and sure enough there was a $25 charge to return the phone to Telus repair. Then he said there was an additional bench charge of $50 in case the malfunctions were my fault.
I had brought my old motoQ with me as the tech support said I could use any old phone while waiting for my new phone to be repaired. The dealer said the old motoQ did not have a sim card so he could not substitute, and I would have to rent a phone from him for $100.
So, in order to get my phone fixed I have to come up $175, wait up to two weeks and there is no guarantee that the phone will be fixed, or that the problems will not be my fault.
When I called Telus support back, they essentially washed their hands of the whole mess, and said they don't control the dealers, and aren't aware of any extra charges. They said there was nothing they could do about the situation and I would have to come up with the money if I wanted my phone fixed.
There may be nothing they will do, but my first action is to post this and invite comments.
My second action will be to forward a copy of this complaint to the CRTC.
Telus Sucks!
