Phone broken at day 1 - Why Fizz customer service is so bad!!!
Hi,
I got my brand new pixel 6 yesterday, everything working fine until this morning. Black screen and won't turn on or off. (tried the power button for more than 30 seconds / power + volume up too)
Contacted Fizz support, here are my 2 options:
1) Send back my phone under warranty and get a refund (black friday special, paid 550$). And buy a new phone full price at 798$, "only" 250$ more than what I paid
2) Wait 15 days to replace my phone under warranty, which can also take some days
Is this serious? Anyone had a similar experience? Can't believe this
Best Answer
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Hey Jocelyn P. #36372,
Sorry for the inconveniences with your new device. It does happen from time to time. Since you purchased a new device "Google Pixel 6" you have 15 days to return it. Our team will inspect it and if all is good we will refund you the purchase you made, and you can then buy yourself the same device and will honor the price you initially paid for it.
Here is the FAQ on how to return your device: https://fizz.ca/en/faq/what-15-day-return-policy-phone-bought-fizz
Have an awesome day!
Jay
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Answers
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That's indeed strange. In my opinion they should just send you a new phone once you have returned the old one.
Maybe try to reach out to them again. Also if you paid with credit card, you might be protected under the respective credit card insurance.
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Never had that issue but I feel you. If you don't have a backup phone (like most of us) then you're in trouble.
Still 15 days is not long, use it ASAP. Maybe in the meantime find a cheap backup phone at kijiji or something? And sell it afterwards?
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Seriously. name 1 person than can live without his phone for only 1 week lol, it's 15 days + warranty delays (they check defect) + shipping of new phone, more like 3 weeks which is during the holiday.
It's not normal that I have to pay for a used phone and hope to sell it for the same price
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I think there is a misunderstanding.
I am serious and, again, I do feel about your situation: it is not reasonable to expect a client who rely on a single phone and at the same time have it re-shipped in snail mail. What are their options?
But at the same time, what you you do about it? Fizz won't ship you a temporary phone (new or used). That is why I suggested you benefit from the 15 days warranty period and also suggested one solution that came to my mind. Then again another solution, if you bought a phone, maybe the one you had previously is still at hand and could be used as backup.
When I wrote "15 is not long", I meant like "act quickly", not like "it's no big deal".
It's not normal that I have to pay for a used phone and hope to sell it for the same price
Agreed, I never pretended the contrary. But in the short period it will be in your care, it won't loose much value. A bit yes. But stocks of brand new phones are depleted everywhere and so the aftermarket is booming.
I mean I'm trying to find you solutions...
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Sorry but when you buy something that doesn't work properly, they must replace it. You talk like it's my fault haha "what you you do about it", seriously...... All I ask is a new phone for the same price / exchange
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Did you contact them? Can they exchange your phone or do you have to have it changed by Google or re-order one full price from Fizz?
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Read my initial post/question. I contacted them again, this time the agent tryied to contact another department but long delays, waiting for an email for final answer.
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Can I suggest you reach directly to Google? They might be able to help you since the phone is new and the warranty is with them in the end.
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Yes I did it, they don't understand why Fizz doesn't replace the device, he said that's what they supposed to do but I can go to an authorized repair shop and will be repaired under warranty. Will probably do that but don't like the idea of repairing a brand new phone, feels like I bought a RMA
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Thanks for the reply! Finally a clear answer
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What should I select as the reason of return? "15-day return policy" or "warranty claim? I selected "15-day" but it's asking me if i saved my personal data, unlocked (fees of 75$ if not unlocked), disabled function to locate (fees of 75$) but I can't do that, it's not working
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I suggest you go to ubreakifix.
https://www.ubreakifix.com/ca/repairs
They are authorized Google repair centers and since your phone is under warranty, everything should be covered.
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Hello, as it is a new phone, it has one year of warranty. Fizz should cover the cost to repair or replace. I would push for a new replacement considering it is a faulty device and may show other build quality issues in the future.
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If you're at a dead end with CS, you can always try https://www.opc.gouv.qc.ca/.
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You can always open a case with the CCTS: https://www.ccts-cprst.ca/
Have a nice day ✌🏻
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This is not a garage, they won't lend you a phone while they repair yours.
Your best bet is to send it in for repair and get a temporary phone from a friend.
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Never asked for a lend, you totally off track. At least others tried to help
By the way, fizz already answered my question above and they will get the phone tomorrow (its in the mail) , will see it really defect and will send me a new one.
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Then just get a refund (before 15 days) and buy a new one at the same time.
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Thats exactly what I asked! Read my post again
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You already got your answer directly from Fizz and you listed both options. I'm not sure what your question is. If your answer is "is this serious?", then the answer is Yes.
You can make a complaint and maybe they will review it and give you the same price you got initially.
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You really not helpful, just read again and if you dont understand, dont reply. Others including fizz understood
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Good night everyone ✌🏻
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