j0rd
i recently ordered a refurbished iPhone 5s from you guys. Its arrived but has audio issues (static on the headphone jack).
Customer Care Team
Thanks for your message, please wait a moment while our agents attend to you. If you have already placed an order, please have your Order ID ready.
Liz joined the chat
Liz
Hi j0rd!
Thanks for contacting Kogan.com Support.
I sincerely apologise for the inconvenience this have caused you. Let me assist you in resolving this.
j0rd
sure
Liz
j0rd, could you please provide your order number for this purchase?
j0rd
can i get this from my control panel on kogan.com or do i need to find the invoice?
Liz
The order number can be found on the email and invoice you received when you made your purchase.
j0rd
[redacted order number]
Liz
Thanks for providing that, j0rd.
Let me check on that for you, please hold on for just a moment.
Thank you for patiently waiting.
Could you please try connecting another headphone to your iPhone 5s?
j0rd
i already have, i have also tested both sets of headphones on another device to ensure they wernt the source of the static
Liz
On this way, we can determine if the fault is with the phone or the headphone.
j0rd
as above
Liz
I understand, j0rd.
In this case, could you please provide a photo of the front and back part of your iPhone? You can send it here.
j0rd
i dont see any way to attach a photo to this chat session. needless to say it looks fine and is visibly undamaged. If i have to piss around taking photos, hosting them then linking them I will but this strikes me as fucking moronic, you have zero way to verify the photos i send are of the device in question?
Liz
I understand you, j0rd. But the reason we ask for photos is both for record keeping purposes and in order to help our technicians diagnose the fault when the unit is being assessed.
It also allows us to verify the condition prior to the item being returned. If you are at all able to provide these, it will be greatly appreciated.
j0rd
wow, your technicians must be magic if they can diagnose static on the audio port from a photo of the outside of the phone. please hold whilst i piss around finding my camera
Liz
I certainly understand you point, j0rd.
j0rd
thats fantastic! please hold whilst i find a card reader so i can download the photos i just took onto my computer then attach them to this chat session for your gratification
Liz
I am doing this to help you resolve the issue of your phone, j0rd. I'd be very glad to wait for the photos.
j0rd
file size is larger than 5mb, would you like me to run them through photoshop to reduce their size. Apparently the way you guys have Zendesk configured it wont let me attach them
Liz
Oh that's very sad.
j0rd
Failed to send. Please try again.
j0rd
Failed to send. Please try again.
Liz
But don't worry, j0rd. You can attach the photos in the email that I will be sending you after this chat. Will that be okay?
j0rd
Failed to send. Please try again.
i guess it will have to be, apparently 4.7mb is over taxing your systems
Liz
I am very sorry for the inconvenience, j0rd.
j0rd
really? so far you sold me a faulty phone, demanded i take photos of it that, if were being honest, you cant actually verify. next you will be telling me that i have to cover the return postage costs?
Liz
Since that is the case, you can attach the photo in response to the email that I will be sending you after this chat.
Again, I am sorry for the inconvenience, j0rd. I am doing my best to assist and to resolve your issue.
j0rd
had i have known the phone was a gray import from .hk i would have likely looked for one sourced locally specifically to avoid this situation (i must have missed the single line of small print at the bottom of the page mentioning it the first time i looked). Since were on the topic though, will i be expected to cover the return postage costs?
Liz
I can confirm j0rd that we will handle the return postage cost since your phone is faulty upon receipt.
I appreciate your continued patience and cooperation regarding this, j0rd.
j0rd
do you have an approximate time frame for how long it will take to turnaround a replacement, will that replacement undergo additional testing to ensure it doesnt have the same fault, since whatever testing they undergo before being stocked obviously didnt catch the fault. How would Kogan go about covering my cost of postage?
Liz
Rest assured, our technicians are working hard to have the assessment completed in the shortest time possible.
j0rd
thats fantastic! im full of confidence in you guys now, i'll cross my fingers their not the same technicians who cleared this phone for sale the first time around.
Also, what is the approximate time frame to turn around a replacement & how would Kogan go about covering said postal costs?
Liz
Your replacement will be processed soon and will be subject to the standard dispatch period advised on the product's listing:
https://blah
Should there be a need for the item to be returned, you will be provided an Australia Post Label.
In the meantime, is there anything else I can assist you with, j0rd?
j0rd
thats fantastic, would that be a label i would need to print with the printer i dont own?
Liz
If you don't have access to a printer, you can print your label at most Post Offices - see
http://auspost.com.au/print-locations to find out which Post Offices are included.
Alternatively, you can quote your Return Reference no. to the Australia Post counter staff to enable them to print and attach a return label. This reference number can be found on the bottom right of the label.
j0rd
so how will this work, i send you photos of the phone and then what?
Liz
After this chat, I will be sending you an email.
You can attach the photos in response to the email that I will send you.
j0rd
and after i have responded to the email you will send me with photos what will be the process following
Liz
After receiving the photos, I can send you some steps to help you resolve the issue of you phone.
j0rd
but you cant tell me what those steps are now?
Liz
Unfortunately, due to long process, sending these steps through email will be more convenient for you.
I certainly understand your concern, j0rd. I will do my best to help you resolve this issue. All I am asking is your cooperation and patience regarding this one.
j0rd
im trying to figure out what my out of pocket expenses will be, an approximate time frame and a rough gauge on how much back and forth / hassle this will be so i can make a decision as to weather or not to execute on my warranty or make peace w/ being ripped off w/ a faulty gray import, take it to a local service centre and eat the cost of getting it fixed myself and having a working phone in the better part of a day vs however the fuck long its going to take to get it processed by Kogan
Liz
I understand your perspective, j0rd. But would appreciate if you won't be using such abusive words.
j0rd
at this point I figure i'll be out a few $ to buy a postage satchel sufficiently large to contain the phone, all its accessories in their original packaging and probably the better part of a month by the time its made its way to .hk, been looked at by a technician and then had a replacement dispatched. Due to the unique way Australia post is managed it would probably be closer to 6 weeks after they stick it in the back of a truck for a week to drive it across the nullarbor. I'd love to try and firm up my guestimates for time here so it would be fantastic if you could explain to me now what would likely happen after i send you photos of this phone and an approximate time frame to process the return
i understand my abrasive attitude must be frustrating. I would go as far to say its likely as frustrating to you as it is for me trying to get an explanation of what the return process will be for me after i email photographs of the device in question
Liz
As what I have said earlier, once I receive the photos of your phone, I could send you steps to help you resolve the audio issues of your phone. Given that those steps would be the first line of solution for your phone.
Since, we still don't know yet the real issue. I will try my best to resolve this for you. Rest assured that we will have the phone returned to us for an assessment. Upon confirmation of a fault, we will be able to progress your claim further.
Is there anything else that I can assist you with, j0rd?
j0rd
thats fantastic. I'll stew a while on weather or not I want to execute my warranty & spend some time experimenting w/ vague & as yet unknown troubleshooting tips that will somehow magically fix the faulty hardware then wait approximately a month or so to turnaround a replacement. Whilst im stewing on that decision i anxiously await your email
Liz
I respect your perspective, j0rd. Again, I sincerely apologise for the inconvenience this may have caused. I will do my best to help resolve the issues of your phone.
Is there anything else that I can assist you with?
j0rd
i anxiously await your email