Lack of phone fix ‘a joke’
A BUNDABERG man is at breaking point after going through four new or replacement mobile phones in five months, as well as numerous loan phones that don't call in or out.
Scott Williams said the service he had received from Telstra was a "joke" and he just wanted a phone that worked for the remainder of his contract.
Mr Williams said his troubles began in January when the camera and speaker on his HTC phone stopped working.
"They sent me a new phone and soon after the on/off switch wouldn't work so I took it back," he said.
Mr Williams said each time his phone was sent away he was provided with a loan phone.
"They are so out of date I can't use wi-fi or watch YouTube videos," he said.
"One couldn't ring out, one couldn't receive calls.
"One had a pin and no one knew what it was."
Mr Williams said the best solution he had been offered was to cancel the existing contract and sign up to a new two-year contract with a completely different phone.
But he said he just wanted to get to the end of his existing contract with a phone that worked so he could then choose whichever provider he wanted.
As of yesterday Mr Williams was still using a loan phone while Telstra assessed the issues with his HTC device.
A Telstra spokesman said Telstra had been in regular contact with Mr Williams since February this year about his handset.
"In instances where a handset requires replacement due to a fault, Telstra replaces the handset with a like model," he said.
"We do not have any record of a consultant offering Mr Williams a Samsung handset to replace his HTC device.
"In April 2015 Telstra did offer Mr Williams a new contract for a new handset with no penalties, including early termination charges, for his existing contract.
"Mr Williams declined this offer."
The spokesman said earlier this month Telstra offered to terminate the contract without any penalty, however, Mr Williams again declined the offer.
"We acknowledge we were unable to reach a mutually agreeable solution with Mr Williams," he said.
"However, as we said to Mr Williams in our correspondence with him, we remain confident our investigation and proposed resolution is appropriate."