A while back my SE k750i phone broke down again. This time it was the third time the camera stopped working, so I incorrectly thought that OnOff would verify that the phone was broken and give me a new one. I’m not sure how I could be so naive considering my past experiences (link, link).
It’s now been a couple of weeks since I handed the phone in to OnOff. When I did, I was told that they would verify that it really was broken, duh, and then send me a new one by mail. This monday I got a letter that told me that the service of my phone will take longer than expected and that I will be notified when a new phone will be ready for me to pick up at the store where I turned my old one in. As I found out when calling OnOff’s customer support this is standard procedure for OnOff, and what I was told in the shop was not correct.
I’m not impressed. Why does it need to take one
and a half month for them to verify that the phone is broken and get me a new one?
Update: Talked to a guy in the store and apparently for the phone to be verified as broken so I can get a new one it first have to be checked by their service partner, and then sent to another service company that does some more verifying. And since the service partner has a new owner the first step took some time. Maybe there is a good reason to handle it like this, but it sounds really stupid and slow to me, even with an external issue like changing owners.