Level 2: Rookie

Swap assure $190 major damage charge?

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Hi, is it normal to be slapped with a major damage charge before returning when swapping phones under swap assure please?

 

Considering I haven’t returned phone yet (have 14 days, don’t have return bag yet) and it’s actually in ‘like new’ condition. Not a scratch / mark on it. Bit perplexed. Is it like a holding fee that’s credited back when the phone is returned ?

Thanks so much

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Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Swap assure $190 major damage charge?

If you are doing the swap within the first 12 months of the plan the fee is $190, after the 13th month it is $99 until the end of the contract term. 

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Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

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Level 2: Rookie
Accepted Solution

Re: Swap assure $190 major damage charge?

Ahh thanks, well in that case another error made by Telstra. I took up their swap early option and had the ‘$99’ fee waved. The store had to sort out a month long issue that online caused. To do that they had to create and cancel another contract for an incorrect phone sent to me that I returned.  Looks like they credited incorrectly. The saga continues.... thanks for your help. 

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2 REPLIES 2
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Swap assure $190 major damage charge?

If you are doing the swap within the first 12 months of the plan the fee is $190, after the 13th month it is $99 until the end of the contract term. 

Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

View solution in original post

Level 2: Rookie
Accepted Solution

Re: Swap assure $190 major damage charge?

Ahh thanks, well in that case another error made by Telstra. I took up their swap early option and had the ‘$99’ fee waved. The store had to sort out a month long issue that online caused. To do that they had to create and cancel another contract for an incorrect phone sent to me that I returned.  Looks like they credited incorrectly. The saga continues.... thanks for your help. 

View solution in original post

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