From: "Brenton" 
Reply-To: Brenton , Fidonet AVtech Echo
	

The Manager,
Fonebiz
320 Princes Highway,
Rockdale,  NSW  2216



John,

On the 7th of April 2003, I brought my Nokia 8250 phone to your company to have
a
fault repaired.  As required, I completed your "request for service
form", and
duly
ticked the box which bore the closest resemblance to the problem I was
experiencing, which was that the speaker would intermittently cut-out whilst I
was
making calls, resulting in my inability to hear the other party.  As the
check-box does
not provide much details for the technician, I made some additional notes
regarding
the intermittent nature of the problem.  When handing over the phone, your
representative informed me that the repair charge could be as high as $100-, and
that a service fee would apply if I chose to not proceed with the repair.  I
accepted
the terms as offered at the time.  When I was quoted $93.50 for the repair, I
asked
your company to proceed, and repair the phone.  On the 9th of April, I picked-up
my
phone, paid the $93.50 repair fee, and took my family on holiday.

After collecting my phone, I noticed that the contrast on the LCD module was not
correct, and on the same day, I had the original problem again.  The speaker
would
intermittently cut-out during a conversation.  I was not able to return to
Rockdale until
13 days later, being the 22nd of April.  Once again, I completed your "request
for
service form", and attempted to highlight the fact that the fault was exactly
the same
as previously reported, with the addition of the LCD contrast problem which was
introduced whilst your technicians were attempting to affect the previous
repair.

My phone was with your organisation for a further 8 days, and was picked up on
the
30th of April.  By the end of the day, I was once again experiencing the exact
same
fault, whereby the speaker would intermittently cut out during a call.  I was no
able to
return the phone until about the 12th of May, when it was brought in for the
third
time.

Once again, I completed your request for service form, and attempted to explain
the
problem with as much detail as possible.  I took every step to ensure that your
customer service representative who booked the job in, understood that this was
the
third time the phone was being returned for the same fault, and that there was
sufficient information for your technician to know exactly what the fault was.

On the 22nd of May, I received your SMS informing me that there was to be a
$165-
fee to repair my phone.  I contacted your office immediately, and it was then
that you
informed me that the $165- was for a replacement phone, and you made your offer
to credit the $93.50, I had previously paid if I were to accept this charge.  I
informed
you that this was not acceptable, and requested a full refund and the return of
my
phone.  You then informed me that you would remove the modules you had put into
my phone, and provide me with a refund.

However, when I attended your premises today to collect my phone and refund, you
then informed me that you were going to charge me a fee of approximately $50-
for
not accepting your quotation.

John, I have a serious problem with this, for a few reasons.

Firstly, when my phone was originally brought in for repair, I was told that the
fee
could be as much as $100- and if I were to not proceed there would be a
quotation
fee.  I accepted this, and agreed to proceed with your quotation of $93.50.

I was NOT told that the fee could be as high as $165-, and might involve the
complete replacement of the unit.  Had I been informed of this at the time of
the first
visit, I would not have left the phone with Fonebiz, and pursued other options.

Secondly, as the problem with the phone, is still the exact same fault which was
reported when the phone was first sent in to be repaired, and I have paid
Fonebiz
$93.50 to repair the unit, I feel that Fonebiz should honour it's obligation to
warrant
the work performed.

At this point, I find your decision to attempt to charge me your $50- rejected
quotation fee, simply abhorrent.  Furthermore, your statement that you will
remove
the modules you have put into the phone, is also quite concerning.  Your
technicians
have obviously exchanged modules in the phone which were not faulty, and I would
now question the quality of the modules which you intend to replace these with.
In
short, there was nothing wrong with the modules when they were removed by your
technicians, and I would demand that the modules in the phone when I pick it up,
also be 100% functional.

In summary, I feel that there is only one of two ways for this matter to
proceed.

My preferred option, would be for Fonebiz to honour it's workmanship warranty,
and
repair the phone under the terms of this warranty.  Alternatively, my phone
should be
returned to me in the exact same condition, and with the same physical modules
installed as it was when last returned to Fonebiz, with the same fault, and no
other
faults, and a full refund made of the $93.50 which has been paid.

As this series of events has now dragged out for over 7 weeks, your prompt
attention
to this matter would be appreciated.  I can be contacted on 02-1234-2202

Yours Sincerely,




Brenton Vettoretti



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