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Report: #1438262

Complaint Review: Eastlink - Nova Scotia

  • Submitted:
  • Updated:
  • Reported By: Mitchell — nova scotia Canada
  • Eastlink Nova Scotia Canada

Eastlink Paying for warranty but charging me for a replacement device Nova Scotia

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3 months ago, at Eastlink Canada, in the Halifax Shopping Centre in Nova Scotia, I bought an iPhone 8, on a 2 year contract. They offered me Eastlink device protection or AppleCare+. I opted for Eastlink as you could pay it monthly and could cancel anytime. I asked the guy at the store, "so this will replace my phone for free if I crack my screen, right?" the employee answered "yes" and continued on with the benefits and stuff of the plan. The pages I signed for the warranty clearly say free replacement if its water damaged, has a mechanical defect/bug/issue, or suffers from physical damage. Fast forward 3 months later to the present, and now I have a cracked screen and the little phone call speaker isn't sounding right, presumably from the drop. I went into an Eastlink store, the same one and I asked if I could get my device fixed or replaced. They said the process had to be done through the phone and they would send me a refurbished or new one, and I would send the broken one back in the box it came in. 

Here comes the scam part. He said to get the replacement, I would only have to put a hold of the device's value, or a portion of it's value, on my credit card and it would be refunded within 15 days of them receiving the broken device. He wrote down the phone number, and everything I would need to give them, as well as a code I could dial when I called to fast forward to the right place, 232. It seemed to good to be true. It all seemed too good to be true, even the $12/mo for total device coverage. The only catch was there would be a $200 replacement fee IF the device was lost or stolen, not broken though. 

Today I called the number and got transferred through several departments, and was put on hold for a very long time, but I was patient. When I finally got through to somebody, he said that there would be a $200 device replacement fee, and I stayed calm, and told him what I was told by the store, twice and what was in my contract. He said that I was 100% wrong, which was not only rude and disrespectful, but false because in my opinion, IF SOMETHINGS IN WRITING AND SIGNED THEN THAT SOMETHING SHOULD HAPPEN!!!! Well, I hung up and researched online, and found their policy, which said otherwise than the contract and the employees. 

The Eastlink warranty is $12/mo with a secret fee of $200 for a replacement, and AppleCare is $170 one time then $35 for a battery replacement, screen repair or most general repairs. So 3 years of Eastlink warranty is $432 plus $200 replacement, and AppleCare is $170 and $35. The only reason why I chose Eastlink was because for 2 years it would be 288 plus "free" replacements, which could be cancelled before the 2 year contact is up, can be paid monthly instead of all at once, and well I'm not sure but I just did it. 

A replacement from Eastlink would cost $200 as I mentioned, plus $12/mo. A replacement from Apple WITHOUT AppleCare+ would be $180. So like whats the point of even having the Eastlink Device Protection, besides for their financial gain.

I don't know what to do here, help?

This report was posted on Ripoff Report on 04/11/2018 01:28 PM and is a permanent record located here: https://www.ripoffreport.com/reports/eastlink/nova-scotia/eastlink-paying-for-warranty-but-charging-me-for-a-replacement-device-nova-scotia-1438262. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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