Statutory Rights in Thailand, any ideas?

[The Fish]

Well I must say its been a while since I posted on the forum. Been busy living here I guess. It will have been a year in August.

A quick question. Does anyone know what the Statutory Rights are in Thailand? To anyone who lives here you are probably chuckling as much as I am typing the question. No doubt whatever they are they will be different for farang?

The reason I ask is that I just bought a brand new Nokia 6300 mobile phone from one of the outlets in Big C and the screen has died twice. All the shop says is that I cant get a refund, all I can do is keep sending it to Bangkok to get fixed and until the year warranty runs out and them I'm stuffed. The shop will however buy the phone of me 3,000 baht less than I paid for it which is bizzare. When I ask for a refund all i get is a bullsh*t laugh and "Sorry sir cannot do".

Nokia's website said say's the refunding of their equipment really boils down to the Statutory Rights in the country it was bought.

Any suggestions?

[Dodger]

Think your stuffed and all you can do is keep sending it to Bkk for repair.

I bought a cordless phone for the house, stopped working within a week, took it back same spiel, sorry have to send to BKK. Kept getting told certain dates to come back, it was never back from BKK, eventually 3 months later it arrives back repaired but they only sent the phone back, no cradle or charger.
So what do they do, not give me a new one, oh no, cant do sir but opened a new box and gave me everything from it but the handset? Right good move, now what you gonna do with a handset and no gubbins?

They do have a telephone assistance service for exactly your problem, unfortunately I do not know the name or number but was told of it when I have my probs but was also told, it isn't worth bothering with as it is really difficult and you are farang, so little chance or no chance.

[The Fish]

Originally Posted by Dodger

Think your stuffed and all you can do is keep sending it to Bkk for repair.

I bought a cordless phone for the house, stopped working within a week, took it back same spiel, sorry have to send to BKK. Kept getting told certain dates to come back, it was never back from BKK, eventually 3 months later it arrives back repaired but they only sent the phone back, no cradle or charger.
So what do they do, not give me a new one, oh no, cant do sir but opened a new box and gave me everything from it but the handset? Right good move, now what you gonna do with a handset and no gubbins?

They do have a telephone assistance service for exactly your problem, unfortunately I do not know the name or number but was told of it when I have my probs but was also told, it isn't worth bothering with as it is really difficult and you are farang, so little chance or no chance.

Just what I thought. cheers Dodger.

__________________
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[Coolhand]

NOKIA LIMITED WARRANTY

Nokia Mobile Phones ("Nokia") warrants that this Nokia cellular product and/or genuine Nokia accessory ("Product") is free from defects in material and workmanship, according to the following terms and conditions:

1. The limited warranty for the cellular phone, data product and all genuine Nokia accessories (except battery packs) extends for the first twelve (12) months beginning on the date of purchase of the Product.

2. The limited warranty for genuine Nokia battery packs extends for the first six (6) months beginning on the date of purchase of the Product.

3. The limited warranty extends only to the original consumer purchaser ("Consumer") of the Product and is not assignable or transferable to any subsequent purchaser/end user.

4. The limited warranty extends only to Consumers who purchase the Product in one of the countries (or areas) set forth at the end of this document. The limited warranty is only valid in Nokia's intended country (or area) of sale of the Product.

5. During the limited warranty period, Nokia or its authorized service network will repair or replace, at Nokia's option, any defective Product or parts thereof with new or factory rebuilt replacement items, and return the Product to the Consumer in working condition. No charge will be made to the Consumer for either parts or labor in repairing or replacing the Product. All replaced parts, boards or equipment shall become property of Nokia. The external housing and cosmetic parts shall be free of defects at the time of shipment and, therefore, shall not be covered under these limited warranty terms.

6. Repaired Product will be warranted for the balance of the original warranty period or for ninety (90) days from the ate of repair, whichever is longer.

7. Upon request from Nokia or its authorized service center, the Consumer must provide purchase receipt or other information to prove the date and place of purchase.

8. Transportation, delivery and handling charges incurred in the transport of the Product to and from Nokia or its authorized service center will be borne by the Consumer.

9. The Consumer shall have no coverage or benefits under this limited warranty if any of the following conditions are applicable :

(a) The Product has been subject to: abnormal use, abnormal condition, improper storage, exposure to moisture or dampness, exposure to excessive temperature or other such environmental conditions, unauthorized modifications, unauthorized connections, unauthorized repair including but not limited to use of unauthorized spare parts in repairs, misuse, neglect, abuse, accident, alteration, improper installation, Acts of God, spill of foods or liquids, maladjustment of customer controls or other acts which are beyond of reasonable control of Nokia, including deficiencies in consumable parts such as fuses and breakage or damage to antennas, unless caused directly by defects in materials or workmanship, and normal wear and tear of the Product.

(b) Nokia was not notified by Consumer of the alleged defect or malfunction of the Product during the applicable limited warranty period.

(c) The Product serial number or the accessory date code has been removed, defaced or altered.

(d) The defect or damage was caused by defective function of the cellular system or by inadequate signal reception by the external antenna.

(e) The Product was used with or connected to accessory not supplied by Nokia, not fit for use with Nokia cellular phones or used in other than its intended use.

(f) The battery was short circuited or seals of the battery enclosure or cells are broken or show evidence of tampering or the battery was used in equipment other that for which is has been specified.

10. If a problem develops during the limited warranty period, the Consumer should take the following step-by-step procedure :

(a) The Consumer shall return the Product to the place of purchase for repair or replacement processing.

(b) If "a" is not convenient, the Consumer may contact the local Nokia office for the location of the nearest authorized service center.

(c) The Consumer shall arrange for the Product to be delivered to the authorized service center. Expenses related to removing the Product from an installation are not covered under this limited warranty.

(d) The Consumer will be billed for any parts or labor charges not covered by this limited warranty. The Consumer shall be responsible for expenses related to reinstallation of the Product.

(e) In case of certain operator specific features in the Product such as SIM-lock, Nokia reserves the right to refer the Consumer to the relevant cellular operator before service will be provided.

(f) If the Product is returned to Nokia after the expiration of the warranty period, Nokia's normal service policies shall apply and the Consumer will be charged accordingly.

11. ANY IMPLIED WARRANTY OF MECHANTABILITY, OR FITNESS FOR A PARTICULAR PURPOSE OR USE, SHALL BE LIMITED TO THE DURATION OF THE FOREGOING WRITTEN WARRANTY. OTHERWISE, THE FOREGOING WARRANTY IS THE PURCHASER'S SOLE AND EXCLUSIVE REMEDY AND IS IN LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED. NOKIA SHALL NOT BE LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES OR A LOSS OF ANTICIPATED BENEFITS OR PROFITS, LOSS OR IMPAIRMENT OF PRIVACY OF CONVERSATIONS, WORK STOPPAGE OR LOSS OR IMPAIRMENT OF DATA ARISING OUT OF THE USE OR INABILITY TO USE THE PRODUCT.

12. The benefits conferred by this limited warranty are in addition to all other rights and remedies under any applicable mandatory legislation as may be in force from country (area) to country (area).

13. Nokia neither assumes nor authorizes any authorized service center or any person or entity to assume for it any other obligation or liability beyond that which is expressly provided for in this limited warranty.

14. All warranty information, product features and specifications are subject to change without notice.

15. The countries (or areas) in which this limited warranty is in force, subject to clause 4 above, are Australia, Bangladesh, Brunei, Cambodia, Fiji, Guam, Hong Kong SAR, India, Indonesia, Laos, Macau, Malaysia, Myanmar, New Zealand, Papua New Guinea, People's Republic of China, Singapore, South Korea, Sri Lanka, Tahiti, Taiwan, Thailand, The Philippines and Vietnam.

[JayBee]

That's one good thing about life in the US. If something doesn't work, then you take it back with the receipt, and they give you your money back. My ex used a suitcase for 2 years, went all over Europe with it 3 times, then when the handle broke, took it back to Costco, and got a full refund. I have even taken stuff back there without the receipt and got a refund!

[MrDK]

Originally Posted by JayBee

That's one good thing about life in the US. If something doesn't work, then you take it back with the receipt, and they give you your money back. My ex used a suitcase for 2 years, went all over Europe with it 3 times, then when the handle broke, took it back to Costco, and got a full refund. I have even taken stuff back there without the receipt and got a refund!

I think the "Money Back Guarantee" is very much an American thing. I believe the concept (could be wrong) started with Nordstrom's Shoes. Regardless of how old your shoes purchased from the company is, you can get you money back by simply returning them - No questions asked. Probably less than 1% have done so in an unreasonable way, but the shoe stores has grow to be one of the biggest and most exclusive department stores in the US.
If you purchase consumer products with AMEX and you're not happy with your purchase AMEX will refund your money if the store does not - for up to 90 days. The whole concept is build on You win a lot and lose a few.

[The Fish]

Originally Posted by Coolhand

5. During the limited warranty period, Nokia or its authorized service network will repair or replace, at Nokia's option, any defective Product or parts thereof with new or factory rebuilt replacement items, and return the Product to the Consumer in working condition. No charge will be made to the Consumer for either parts or labor in repairing or replacing the Product. All replaced parts, boards or equipment shall become property of Nokia. The external housing and cosmetic parts shall be free of defects at the time of shipment and, therefore, shall not be covered under these limited warranty terms.

So basically, if the given the choice of replacing me with a new phone or repairing it, they'll opt to repair it everytime won't they. No compensation for me not having a phone for 6 weeks at a time though. Rediculous, but as my brother would say, T.I.T (This is Thailand).

The Fish
__________________
Withnail: "I'm making time"
I: "But your full of scotch you silly tool!!"

[Coolhand]

Originally Posted by The Fish

So basically, if the given the choice of replacing me with a new phone or repairing it, they'll opt to repair it everytime won't they. No compensation for me not having a phone for 6 weeks at a time though. Rediculous, but as my brother would say, T.I.T (This is Thailand).

The Fish
__________________
Withnail: "I'm making time"
I: "But your full of scotch you silly tool!!"

Of course, but everytime they repair it, after the handset is 9 months old- it should extend the warranty by by 90 days, so maybe then they will replace it?

[ATMwalking]

Originally Posted by Dodger

it isn't worth bothering with as it is really difficult and you are farang, so little chance or no chance.

Originally Posted by JayBee

That's one good thing about life in the US.

Originally Posted by MrDK

I think the "Money Back Guarantee" is very much an American thing.

This can be a source of great frustration as you start living in Thailand.

I don't see this as a farang thing, but more of a thai thing. Just can't expect the same service levels as you'd find else where. I have limited success by being calm and approaching things in a thai way. Doing a thai way is more important than being a farang. But your never going to get service levels like you would find in the US.

We had a problem with an electric awning. Took 4 months to finally get resolved. They came to the house at least 6 times, sent it away twice, and severely scratched a patio door in the process. I never even bother asked about a refund. Just remained patient and assumed at some point it would all work out.

As an aside I think the idea of customer is always right and customer service in the US is heavily abused and very costly to implement. In my opinion JB's examples are way over the top and unreasonable. You'll never find anything like that in Thailand. But a happy middle would be nice.

In this case I'd get on Nokia about it. At some point they will see that the constant repairs will cost more than just replacing the phone.

[The Fish]

Originally Posted by ATMwalking

In this case I'd get on Nokia about it. At some point they will see that the constant repairs will cost more than just replacing the phone.

I didn't think about that. I'm guess I'm going to just play the game and keep sending back to Bangkok until they get fed.

The Fish
__________________
Withnail: "I'm making time"
I: "But your full of scotch you silly tool!!"

[The Fish]

I went back to the shop today and they're sending the phone back up to Bangkok. This time though they are going to replace everything apart from the case. It's going to take 3 weeks to fix but at least i'll have a working (fingers crossed) phone.

The Fish

__________________
Withnail: "I'm making time"
I: "But your full of scotch you silly tool!!"