Second hand phone repair policy

Leading Edge Second hand phone repair policy

Service loan phones and equipment

(Note: we refer below to loan phones but the same rules apply also to any equipment such as chargers and bluetooth or wireless connection devices for which we may offer prepaid services)

  1. If you are on a fixed term plan, we will provide you with a loan phone if one is available, at no charge.
  2. If you are a prepaid customer, we will provide you with a loan phone if one is available on payment of a loan phone bond of $150.
  3. You must return the loan phone when you collect your phone and you must do that within 5 days of being notified your phone is ready.
  4. If you fail to return a loan phone within that 5 day period we may charge the replacement cost of the loan phone to you and/or we may sell your phone within the next 30 days to defray costs, with any shortfall being charged to you. In any case, we will dispose of any phone not collected within 90 days, in an environmentally friendly way.
  5. You will be charged for any damage to or loss of the loan phone.
  6. In addition, you must comply with the following:
    • The Service Ticket terms on which the authorised repairer (currently Telegistics) agrees to repair your phone (except you must collect your phone within 5 days as specified in clause 4 above and not within 60 days as specified on the Service Ticket terms), which you sign when you give us your phone for repair; and
    • The terms of Telecom’s mobile phone indemnity, which you sign if you take a loan phone.

Disclaimer

The terms on which you purchased your second hand phone and accessories require it to be repaired by a repairer authorised by the phone manufacturer (currently Telegistics) in order to preserve the 30 day warranty for second hand phones. We act solely as Telegistic’s agent with respect to repairs and therefore cannot be responsible for its services. We will observe the policies and procedures required by the phone manufacturer and Telegistics and will assist you by delivering your phone and any accessories to and from the repairer but in all other respects repair arrangements are between you and Telegistics as per its terms.

What is the repair process? 

We act as agent for the repairer and on its behalf:

  1. We will record the details of the fault and provide you with a repair record number and documentation of the repair.
  2. A $55 assessment fee will be charged at the time of booking the phone in for assessment.
  3. We will book and send the phone to the approved mobile phone repairer (currently Telegistics).
  4. A technician will receive and assess the phone.
  5. We will contact you within 5 working days with a repair update, and discuss if there are any costs you need to approve in addition to the assessment fee if the repair is deemed to be out of warranty.
  6. We will monitor your repair and ensure your phone is returned to us for collection by you.
  7. You will be notified that your phone is available for collection when it has been returned from the repair agent to us. We will then liaise with you to either pick it up from a nearby store or courier it back out to you.
  8. If the phone has not been collected, we will give you a final notification 5 days after it has been returned to us by the repair agent.
  9. Final Notice will advise of phone disposal to defray any additional applicable costs in excess of assessment fee and any other applicable costs.

What is a phone assessment fee?

  • A $55 assessment fee will be taken at the time of the booking in the phone repair to cover fault assessment testing and diagnosis costs.

This assessment fee will be refunded if:

  • The phone is within the 30 day second hand phone warranty period and the phone fault is covered by the warranty criteria.

The assessment fee will not be refunded if:

  • The phone is outside the second hand phone warranty period.
  • There was no fault found.
  • The repair quote is declined.
  • There is moisture or physical impact damage.

Warranty application:

The 30 day second hand phone warranty applies if:

  • The phone and its accessories are handled properly for their intended use, in accordance with the operating instructions.
  • The phone has failed due to faulty parts within the specified warranty period from date of delivery.
  • The fault otherwise falls within the 30 day second hand phone terms of warranty as outlined in their warranty documents supplied with the phone and accessories.

Warranty exclusions:

The warranty may not apply and the phone and accessories may not be repairable if:

  • Damage has been caused by accidents including, but not limited to, moisture damage, impact damage, power surge, misuse or neglect.
  • There is evidence of repair or tampering by an unauthorized person.
  • The fault is caused by non-original accessories involving electrical contact.
  • The phone and accessories are outside the 30 day second hand phone warranty period.

What is moisture damage?

Moisture damage refers to any signs of corrosion that may be present in the phone or on the printed circuit board, components or user interface as result of but not necessarily limited to splashing, soaking or immersion. In some cases, the moisture damage may not be visible to the naked eye but maybe microscopic. Moisture damage causes “latent damage” to circuitry which may cause unrelated symptoms and cause internal degradation to the circuitry resulting in continual failure of various components over a period of time.
Possible causes of moisture damage include:

  • Excessive humidity
  • Slight moisture
  • Exposure to steam
  • Rain
  • Immersion in liquid
  • Perspiration
  • Condensation in air-conditioned environments

What is physical and impact damage?

Impact physical damage
Mobile phones are generally designed to withstand wear & tear and are normally quite tough. A handset dropped on to a surface or a handset that has had pressure applied e.g. been sat on or squeezed, can distort the circuit boards and damage sensitive components (e.g. LCD screens, PCB), which voids manufacturer and extended warranties.

Dust and dirt
Excessive dust and dirt can have a detrimental effect to PCB’s and components; keep your handset clean and away from dusty, dirty conditions. Protective covers and pouches available from Leading Edge stores can help protect your handset. 

Chewed and scratched
Chewed or twisted antennas and heavily scratched or damaged casings can badly affect the protection the casings provide allowing entry of dirt and moisture. Badly damaged casings and outer plastics can be deemed to be out of warranty according to 30 day second hand phone terms and conditions.

Modified, painted handsets
Handsets that are painted and/or personalised with non-approved stickers and plastic gimmicks can affect the handsets integrity. It is not advisable to modify a handset in this manner as it may be deemed out of warranty by the 30 day second hand phone warranty.

Who assesses and repairs my phone? 

Telegistics is a wholly owned subsidiary company of Telecom NZ Limited. Telegistics was established in 2005, and is an authorized repair centre for all OEM suppliers of handsets stocked and sold through Telecom Dealerships. Telegistics provides a 90 day repair service and parts warranty.

Data Loss Warning

Please note the warning given by Telegistics on its Service Ticket, which we repeat here:

Warning – Your phone will be reset to factory settings when it is returned to you. You will lose all information, data and applications stored on your phone after purchase, for example all ring tones, calling information, contact details, pictures, texts, etc. You are responsible for backing up all information, data and applications before sending your phone in for repair. No liability is accepted for loss of information, data or applications as a result of your phone being reset.

Warranty information

For all 30 day second hand phone warranty information, please click here.

Consumer Guarantees Act

If the goods are faulty, we will meet our obligations under the Consumer Guarantees Act.