Cellphone repair

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Dear DTI Consumer Power,
I’ve been having problems with the cellphone I bought three weeks ago. I can neither record nor watch videos with it. I want to bring it in for repair, but I am a bit apprehensive after hearing too many negative feedbacks from friends about service repair shops.

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What can I do to ensure that I get the service I deserve?
Andrew, Malabon

Dear Andrew,
When dealing with a defective product or service, filing a complaint with the consumer welfare desk or customer service of the store where you purchased the item is the best first step to take. This way, you will know earlier on the solutions they can give you and the necessary steps you need to take to address the problem.

Avoid bringing your cellphone to any unauthorized service and repair shop. Business establishments would usually ask their customers to submit the product they bought for intricate testing, to validate whether it is indeed defective or not. This also aids them in identifying the causes of the problem, so they could draft solutions and determine if the product really needs to be repaired or replaced.

To relieve and protect you from your worries that they may do something to your cellphone without your knowledge and consent to manipulate the results, you may set conditions for the tests that they will conduct. Ask them to do it in your presence so you may witness everything that they will do to it. This is your right as a consumer and as the owner of the cellphone. In this way, unnecessary actions can be avoided and honest results can be assured. Once your complaint has been validated, the store should perform the necessary repairs and adjustments to resolve the problem.

Always be reminded that all products being sold in the market must have a warranty. Duration of warranty must not be less than 60 days to one year following the sale of the product. If a product is deemed defective, the consumer has the right to seek for repair, refund or replacement as means of redress. Consumers must therefore remember to read and understand the terms and conditions of the warranty before entering into any purchase transaction. They should also understand that as stated in the Consumer Act of the Philippines, or Republic Act 7394, if the fault of the product is caused by the consumer the warranty is automatically voided.

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The Department of Trade and Industry welcomes all inquiries, complaints, comments and suggestions from consumers. Call DTI Direct at 751-3330 from Monday to Friday from 8 a.m. to 5 p.m. or visit the DTI website www.dti.gov.ph.

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