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Make a complaint

Make a complaint

Making a complaint

Not happy? We take your feedback seriously. If you have a complaint, please tell us all about it by:

Email

Email tellus@warehousemobile.co.nz and include your name, your mobile number and a short description of what you believe has gone wrong, including any relevant details such as the date, the product, the store, the team member etc.

Mail

If you don’t have access to a computer, you can send us a letter to:

The Feedback Team
Warehouse Mobile
PO Box 8355, Symonds St
Auckland

Again, include your name, your mobile number, an email address, and a description of your complaint, including any relevant details.

Phone

Or you can call us on 800 from mobile, or 0800 284 800 from a landline.

What happens then?

We’ll will reply in 5 working days, aiming to resolve the problem within 20 working days. Sometimes things take a little longer but we will make sure we keep you involved in what is going on.

What if I’m still not happy?

You can contact Telecommunication Dispute Resolution (TDR). The TDR is an industry-wide service that sets the standard for customer complaints. It won’t cost you anything to do this, and the TDR will work with you, and us, to try to resolve the problem. For more information on the TDR see www.tdr.org.nz

Please note: all complaints must be registered with Warehouse Mobile first before you can refer you complaint to the TDR.

Stop Spam Texts

Getting annoying commercial style texts from businesses or individuals who don't have your permission to send them? Then you can report them to the Department of Internal Affairs' Anti Spam Compliance Unit who will investigate on your behalf. It will take only a few minutes to register your complaint.


To make a complaint about unsolicited commercial texts simply:

1. Forward the text to the free short code SPAM (7726)
2. You'll receive a text message containing a link with a reference ID number unique to the complaint.
3. Visit the mobile site here to finish making your complaint.

Please note that the second step is optional, your complaint will be investigated even if you don’t supply additional information, however any details you can provide will be helpful to investigators.

This service is for reporting commercial unsolicited text messages only and is managed by the Department of Internal Affairs (not Warehouse Mobile). If you are getting personal unsolicited texts or bully texts from an individual, here’s what you need to do to make a complaint.

If you want to unsubscribe from marketing messages from Warehouse Mobile, simply text STOP to 801 or update your personal preferences in My Warehouse Mobile.

 

Frequently Asked Questions

  • How do I bring my number to Warehouse Mobile?


    Keeping your number is easy, simply follow the 3 steps:

    1. Buy a Warehouse Mobile SIM online or in store
    2. Dial 800 to activate it
    3. Register for My Warehouse Mobile and follow the steps to bring your number over

    Once we’ve successfully brought your number over to Warehouse Mobile, we’ll send you a text to let you know. This can take up to 2 business days.

  • What is your number range?


    Our numbers start with the prefix 0284 but you can easily bring your existing number over by registering at My Warehouse Mobile and following the steps.

  • How do I get started on Warehouse Mobile?
  • Will my handset work on Warehouse Mobile?


    If your phone is unlocked it should work on Warehouse Mobile as we are set up to work with almost all GSM mobiles.

    Simply pop in your new Warehouse Mobile SIM and you should be good to go. If you do have problems check out our settings page. You'll find most answers there.

  • Will my handset work if it's from overseas or has been parallel imported?


    You'll need to check the individual model specifications for your mobile - it will need to support 900MHz GSM. If you can't find your mobile's user manual, have a look at the GSM Arena website. A lot of overseas providers lock their mobiles to their network. If this is the case, you'll need to get in touch with them to request the unlocking code.

  • What is a “locked phone”?


    Currently all Warehouse Mobile handsets are locked, which means that the phone can only be used with a Warehouse Mobile SIM. You must unlock the phone for it to work on another network.