Dear Claudienne

On January 4, 2010, our friends purchased a Motorola W@30 from the Baywest Claro store in Montego Bay. Our friends live in Canada but have purchased a retirement home in Jamaica which they visit numerous times during the year. On their September 2010 visit they were unable to charge their phone. We accompanied them to return the phone to the Baywest store. The cus tomer service representative, after concluding that it would not charge, gave them a loaner phone while their phone was being repaired. They had to return the loaner phone to the store three days later as it did not work. They were given a second loaner phone.

Between receiving the second loaner phone and receiving the original phone back from repairs, they had returned to Canada. They left the second loaner phone and all the paperwork with us.

Before we received the original phone back from repairs, the second loaner phone also ceased to work. When we returned it for another loaner they had no more loaner phones to give us. The original phone was finally returned to us on January 4, 2011, which was the last day it was covered by warranty. We were told that all they did was replace the battery. However, when the customer rep tested the phone he had trouble getting it to charge. When we got home it was put on the charger and would not charge. The following day January 5, 2011, we returned it and the supervisor authorised a repair under warranty because it was still having the same problem.

At this point she got permission to give us a new phone as a loaner phone. We were advised in March that the phone had come back but once again all they did was replace the battery and it still didn’t work. The store sent it back to be repaired and on May 4 they phoned us and said the phone had been repaired. We went to collect it. However, when the receptionist tested it, again they had only replaced the battery and it still did not work.

We then demanded a new phone. It had now been eight months since the phone was originally brought in for repair. We told her that we shouldn’t have to be inconvenienced and have to come back again and again and asked her to call the headquarters in Kingston and get permission to give us a new phone.

She did call Kingston and informed them what was happening and it was agreed that we should be given a new phone.

On Tuesday, June 21, we received a phone call saying that our replacement phone was ready for pick-up at the Montego Baywest store. We were told by the manager at the store that there was no warranty on the brand new phone. Why is that? It seems to us that if there was a problem with the original phone then potentially there could also be a problem with the replacement phone or other phones with that same model number. If this is in fact a new phone, why isn’t there a full warranty?

Could you kindly have this matter clarified for us.

JC

Dear JC

Tell Claudienne contacted Claro. They have advised us that under normal circumstances no warranty is given on a replacement phone. However, they admitted that your case is exceptional as you were without the service of the original phone for an extended period of time. Claro said that in the interest of good customer relations you will be given one year’s warranty on the replacement phone. We further note that you have insisted on getting a written warranty and they have agreed.

Good luck.

Dear Claudienne

My former employer owes me $64,000 in back wages. I went to the Sutton Street court and took out a summons against him. He was served the summons but never came to court. The judge eventually made an award in my favour. However, I have still not received the money.

What steps can I now take to have him pay me the money?

SD

Dear SD

According to the Sutton Street court office you should go back to the courts office and take out a judgement order for $1,000 to have him arrested.

It was explained to Tell Claudienne that he could then be held in custody until the sum is paid.

Good luck.

Have a problem with a store, utility, a company? Telephone 936-9436 or write to: Tell Claudienne c/o Sunday Finance, Jamaica Observer, 40-42 1/2 Beechwood Avenue, Kingston 5; or e-mail: edwardsc@jamaicaobserver.com. Please include a contact phone number.