I purchased a 2nd hand smartphone through Mobile DNA on May 28 for $50 + tax. It came with a 15 day warranty. Rick was the salesperson. The phone began having problems after a couple of weeks. It would not turn on, so I returned to Mobile DNA on June 16, 4 days after the warranty expired.
Rick was on lunch break, so the clerk on duty tested the phone to find out the problem. He felt the cause was the screen, and it would cost $50 to fix. As this was the same price as the phone, it was not worth fixing. I pointed out to the clerk that the warranty was only 4 days past expiry. He then phoned Rick to find out whether they could waive this 4 days and either refund the $50 purchase price or fix the problem, without further charges, as the original warranty would do. Rick decided not to waive the 4 day past expiry period. I must either pay the charges to fix the phone, or not get the phone fixed.
I pointed out to Mobile DNA that I had been referred to them by a good customer of theirs. I also told them that, if they did not "do the right thing" and either refund the $50 purchase price or fix the phone free of charge that I would feel free to warn my friends and others that this Mobile DNA outlet has proven that it places no value on fostering customer relations and, instead, chooses to "take the money and run." That was the option that Rick and the clerk on duty were given. They chose to "take the money and run."
It is on that basis that I feel justified in reporting this incident. I will continue to tell friends and others about my experience with Mobile DNA in Lansdowne Mall. I feel that Rick could have handled this differently.
Perhaps this Review will alert him and Mobile DNA that, sometimes, it is wiser business sense to lose a commission on a $50 sale than it is to have a bad Review permanently posted in a popular site. I told them this would happen. They made the decision, not I. read more
