Faulty Handsets & / or Broadbands
At SimConnect National we endeavor to look after all your Handset & Broadband needs. We want to make it easy for you to sell these products and also want to ensure that should you sell a faulty product to your customer, our process is easy to understand.
Our return rate is less than 0.02%, so the chance of you selling something that is faulty is very low. In saying this, please follow the below procedure if you do come across a faulty handset or broadband product.
Important: Retailers should never replace a Handset or Broadband device in-store unless the following procedures are strictly adhered to:
- All Retailers are required to check handset to verify fault. No credit will be supplied if there is no fault found and the unit will be returned to your store.
- If retailers choose to replace a handset for the customer before requesting an RA form from SimConnect National, it is at their own risk. From past experience handsets may have been physically damaged/liquid damaged by the customer and the replacement/warranty procedures are then null and void.
- NOTE: Check for water damage for all Telstra Branded and Unlocked handsets before requesting an RA – See more info here.
- Retailers must confirm handset falls within distributor’s specified ELF/DOA warranty period by checking the customer’s purchase receipt and the table below;
ELF (Early Life Failure) / DOA (Dead on Arrival):
| Huawei | 30 days | |
| LG | 30 days | |
| HTC | 30 days | |
| Nokia | 30 days | |
| Samsung | 30 days | |
| Telstra (ZTE) | 30 days | |
- INSIDE THE ELF/DOA PERIOD:
If Handset is in the ELF/DOA period and found to be faulty by the retailer, the retailer contacts SimConnect National on 1300 378 390 to request a Return Authority (RA) and returns form.
- Please note: Retailers must provide RA number when returning the product to SimConnect National for the return to be processed.
Once the RA has been obtained, Retailer needs to please ensure the package has EVERYTHING it originally contained at time of sale: booklet, headsets, battery, Sim Card etc.
- If Consumer has already activated the handset and has credit on the sim card originally supplied with the now faulty handset
- Retailer needs to return the replacement sim when returning handset for credit
- Telstra, Boost & Unlocked handsets returns processes requires all components to be returned before they will process any credits.
- OUTSIDE ELF PERIOD:
Outside the ELF (Early Life Failure) period normal warranty applies for each individual manufacturer.
The customer (not retailer) contacts the repair centre/manufacturer and will receive information about sending the handset for repair.
Addresses and contact phone numbers of the manufacturers/repair centres:
| Nokia ZTE, Samsung, HTC, Sony Ericsson Handsets: Fonebiz Repair Centre 320 Princes Highway Rockdale NSW 2216 Phone: (02) 9597 8900 |
Huawei Devices: National Repair Centre Unit 2, Block U, 391 Park Rd Regents Park NSW 2143 Phone: 1300 881 270 |
| Motorola Handsets: Motorola Service One 504 Bridge Road Richmond Vic 3121 Phone: (03) 8420 7888 |
LG Handsets: LG Electronics (Evertec P/L) PO Box 6917 Silverwater NSW 2128 Phone: 02 9648 6374 |
| Trouble Shooting: Wireless Broadband ZTE: 1300 789 475 |
For Enquiries please call SimConnect National on 1300 378 390 or click here to download our Returns Form