LETTER | Defective smartphones: Why charge buyers?

LETTER | The Consumers Association of Penang (CAP) has received many calls from the public about green and pink lines appearing on the screen of their smartphone.

As such, we urge the Domestic Trade and Cost of Living Ministry to look into the issue as phone owners claimed that it was a manufacturing defect but they have been asked by the dealer to pay for the repair, which is unfair.

Based on our search online, there have been many similar complaints. In one case, the owner was asked to pay RM 1,149.80 after his RM4,000 device passed the warranty period.

It was claimed that India and South Korea gave free replacement of the screen - with one report stating that the replacement was free even though the warranty period had expired.

The respective manufacturer should undertake the repair for free since it is a product or manufacturing defect.

This is where the ministry has to step in to ensure that phone manufacturers do not coerce phone owners to pay from their own pockets, even if past the warranty period.

The reason is that the inherent defect was there waiting for the right condition to manifest, even if it is not through misuse or normal wear and tear.

If India’s service centres are able to provide free replacement of screens, why can’t Malaysia do the same?

Perhaps, the government should start emulating countries that enforce product recalls for defective products as it is grossly unfair to consumers who, at most, can try to seek redress at the Tribunal for Consumers Claims Malaysia.

The writer is president of Consumers Association of Penang.

The views expressed here are those of the author/contributor and do not necessarily represent the views of Malaysiakini.