(SOLVED) iPhone Return at JB-Hi-Fi - What Are My Options?

ThePriceMatchGuy on 10/08/2023 - 10:56
Last edited 12/08/2023 - 15:19 by 1 other user

Hi all,

My sister purchased an iPhone yesterday at JB-Hi-Fi outright (unsure of exact model) but upon getting home and attempting to set it up, realised it was the wrong amount of memory as she requires more.

The seal obviously has been broken but everything else including cabling, documentation, box etc. is in perfect condition. She's owned it for less than 12 hours…

Does she have a leg to stand on in terms of being able to return the device, pay the difference and get the higher memory model?

Thank you in advance to anyone sharing their insights.

Mod: Resolved

Mobile Apple Mobile Phone

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JB Hi-Fi

closed Comments

  • Lord Fart Bucket on 10/08/2023 - 10:59
    +14

    Does she have a leg to stand on in terms of being able to return the device, pay the difference and get the higher memory model?

    What did JB HiFi say?

      • AustriaBargain on 10/08/2023 - 13:56
        +42

        Should have bought it from Apple, then she'd have two weeks to return it for any reason.

        • Gunnar on 10/08/2023 - 15:36
          +13

          waiting for 'because discounted gift cards' reason

        • Gervais fanboy on 10/08/2023 - 15:38
          +34

          Well if they had that much foresight, they would would bought the right model in the first place.

        • MauTauAja on 11/08/2023 - 15:23

          Amazon also good, I bought wife apple watch 8 the 44mm size, once arrived she tested it and I returned and exchanged it with 41mm with no issue.

          wont be possible with local Aussie retailer

        • truebunny on 12/08/2023 - 09:54

          yup when I suggested that JB should have similar policy, I was down voted to hell lol. So it is ok to buy from American retailer because their refund policies are better but it is kot ok to change the policies of JB.

          • Gervais fanboy on 12/08/2023 - 10:13

            @truebunny: That ‘American retailer’ can afford to have such daft policies for some of its dafter customers. Considering they pay almost no tax and operate at a much higher margin compared to Jb, Manufacturer’s Privilege?

          • AustriaBargain on 12/08/2023 - 10:45
            +1

            @truebunny: Apple can sell the phone as refurbished, which suits them because it lets them sell to a budget market. What’s JB going to do with a second hand phone?

      • cookie2 on 10/08/2023 - 22:51
        +9

        It's rare because ppl generally do their due diligence before hand. Not trying to sound harsh but Your sister not only didn't check BEFORE she purchased it. She also didn't check until AFTER she'd opened and broken the seal. I'd say it's a $$ life lesson to properly assess your needs and pay attention to detail. She didn't notice the price discrepancy either? This is her fault not jbs, they're under no obligation at all. They couldn't resell it at the same value even if they wanted to return it.

      • tensionday on 11/08/2023 - 10:14
        +2

        Did it not register when she went to pay that they were undercharging her for the high capacity model that she thought she was getting?

        If she had been saving up for some time, would she not be aware of the price of the higher capscity model?

        • DASHCAM NOW DUDE on 11/08/2023 - 22:44

          There are certainly people that are unaware of the different options available for a product.

      • Tiredman on 12/08/2023 - 06:39

        I don't know mate, if she has to save a very long time for a phone, maybe the smaller sized memory and extra money in the pocket is a good outcome.

      • Millikano on 12/08/2023 - 07:39

        This is specific to mobile phones.

        JB will return almost every other product within 7 days, if the item is in perfect condition and they have the ability to resell the item as a 'repack' at a discount.

        Mobile Phones can not be resold once opened by JB-Hifi to my understanding, it may form part of their mobile phone sale licence terms. This would be the same at any of the other big retailers (Harvey Norman, Bing Lee etc.).

        There are some similar products which won't be accepted back after opening, like headphones, for other reasons (Health etc.).

        Though it is unfortunate for your sister, the business has not made the mistake, and therefore it's not their responsibility to absorb the financial loss of $1000+ just because they are a big company.

        Your sister may be able to resell the phone as it's brand new, and re-purchase the larger capacity. However, the lower capacity models still hold a lot these days, so you might find that the storage limits aren't as impactful as she's worried about.

  • Hybroid on 10/08/2023 - 11:05
    +38

    Change of mind should be unopened and unused as per their policy: https://support.jbhifi.com.au/hc/en-au/articles/360053005194…

    Makes sense. Why should they take the loss on an opened item they can no longer resell as new?

    Apple direct does allow 2 weeks used no questions returns I believe.

      • MindGrenadius on 11/08/2023 - 16:15
        +10

        I used to work at JB. I'll be the last person to defend them but they actually did have a pretty decent return policy. Many times I returned things that had been opened and used but some things were big no-nos, headphones and phones, especially iPhones being among them.

        You call it "the cost of doing business" but people seriously abuse return policies and would probably be on here complaining if you bought an iPhone that had been opened for no discount

        • truebunny on 12/08/2023 - 09:16
          -1

          why would you buy iphone that has been opened. If a customer returned stuff, then the retailer generally sells it as open no item. If a retailer is selling it as new, that that's just shitty.

          • MindGrenadius on 12/08/2023 - 10:24

            @truebunny: So they have to wear a cost because someone literally can't read or be bothered to specify what they want?

            Given that salespeople need to actually get the item out of a locked cupboard/cage full of identical looking products I find it highly spurious that they would just hear iPhone and blindly grab at the lowest spec - and a salesperson on sales targets would not try and upsell to a higher storage also.

            • truebunny on 12/08/2023 - 11:37
              -1

              @MindGrenadius: so they can't change their mind, like If I think I need 128gb but after using it for 1-2 days I notice apps take a lot more space than I anticipated, so now I am stuck with it because I couldn't calculate in future which apps I want and how much space theh take. thanks

      • rumblytangara on 11/08/2023 - 17:28
        +9

        Take a look at any equivalent US American retailer, they accept returns on mobiles for change of mind (best buy, target, Walmart etc). Unless we change our mindset if everything is fine with this they won't change and continue making exorbitant profits.

        Another bad example of "look at how the US does it!"

        The US is NOT a country to emulate in so, so many ways.

        Specifically with their stupid return policies: What it does is generate rabid consumerism where people buy crap that is not needed, so they can return it later, and teach people (locally and overseas) to be entitled and not accountable for their own lack of thought. Sometimes it might be possible to make a case for returning an item, but surely "bought wrong storage option for phone in store, didn't engage brain when forking over a thousand dollars" is not one of them.

        I've lived in the US. The less we try to copy them, the better.

        • TilacVIP on 11/08/2023 - 18:28
          +1

          eg. I'm going to buy such & such, to use as a test for such and such, then return it. Why, because they can in the US.

          You're spot on!

        • truebunny on 12/08/2023 - 09:24

          US was just an example. This is another bad example of people getting triggered when US is mentioned (eg Canada has similar policies). It does not generate rabid consumerism, more free cash does. I don't see what's wrong in returning phones in cases like this or another case where you simply didn't like the item. Clubbing all of that (genuine cases) with people taking advantage is not fair comparison. It doesn't tech people to be entitled, it just shifts more power to consumer from the retailer.

      • Anthropomorphised on 11/08/2023 - 18:58
        +3

        That's a race to the bottom. In the US people buy huge TVs just before the superbowl and return them right after, we have great consumer protections in Australia compared to most countries - some of the responsibility has to be YOURS. If accepting opened change of mind became the norm, it would only make it more expensive for smaller retailers and empower monopoly from the likes of Amazon

        • truebunny on 12/08/2023 - 09:35

          why monopoly, when JB can take that as cost of doing business instead of huge profits it makes.

          • Anthropomorphised on 12/08/2023 - 14:05

            @truebunny: Because that expectation wouldn’t be limited to JB, it would be expected of family owned and other small businesses who simply can’t afford it. buyers have the responsibility to make sure they buy the right thing, expecting otherwise is not the cost of doing business and is unreasonable. Businesses exist to MAKE PROFITS for shareholders, expecting otherwise is not realistic.

    • paloverde88 on 11/08/2023 - 21:43
      -2

      basically in JB mom and pops store mentality change of mind or not fit for purpose actually meant you stared at the sealed box overnight and then thought the staring alone told you ti was not fit for purpose so they will accept that but if you say not only you stared at the sealed box but you ripped it open and use it for 3 hours - that's it - no returns no matter what - mom and pop store mentality.

      And don't you just love how they say ' how do you expect us to sell this now that you have opened it? (ala officeworks)
      well find a way - you're the one who makes the big profit and you're the one with high share prices.

      Apple and Microsoft and Amazon managed to make do - so if you can't then maybe stay out of the kitchen if you cannot handle the heat.
      Customers are always going to be difficult. That's life.

      • truebunny on 12/08/2023 - 09:37

        exactly. It is funny to see top comment mentioning you could have bought from Apple. (where u can return the product). So it is ok in thta case to return but if someone suggests JB should have similar policy everybody starts whining and saying consumers should be more careful

        • Anthropomorphised on 12/08/2023 - 14:09

          Apple has no requirement to do so, that’s just goodwill by them. If you want that protection is YOUR responsibility to buy from them… just like if you buy a Dyson from a retailer you don’t get the 45 day window for change of mind, the difference is you won’t usually get the same deals at brands than you would at the retailers, you don’t get it both ways

    • DeToxin on 12/08/2023 - 14:37

      "Unused & Unopened…"
      Pretty sure breaking the seal and opening it clearly voids the change on mind terms.

  • dasher86 on 10/08/2023 - 11:05
    +1

    storage or memory?

    • ThePriceMatchGuy on 10/08/2023 - 11:08

      Storage. She purchased the 128GB version, when she always wanted to get the one above that.

      • Drakesy on 10/08/2023 - 12:39
        +20

        So she got what she paid for and this is now a change of mind?
        Imagine spending this money and not double checking the memory you're ordering

        Yeah.. JBHifi don't really have to find a solution. Marketplace or gumtree - might be able to swap it for one with more memory but with a used battery, never know

        Delete a whole lot of photos or fork out for more icloud

      • kaleidoscope on 10/08/2023 - 23:27
        +2

        Hmm too bad because jb staff clearly state that once opened can’t do change of minds. Perhaps look for someone among family or close circle of friends to do a swap or sell it off. I wouldnt bother market place or gumtree because opened box really drops down the value unless that’s what you want

      • drfuzzy on 11/08/2023 - 06:43
        +3

        Always Wanted and Once Upon a Time….
        Two of my favourite fairy tale openings.
        Neither appears in the terms and conditions.

        • mountaineer on 11/08/2023 - 10:32
          -1

          should be always wanted a large storage but failed it exactly when getting an expensive new phone, so what exactly did she ask the jb staff when purchasing? Was misled by the JB staff believing the one you bought was the one she wanted as 256GB one?

      • browncamry on 11/08/2023 - 11:13

        she can probably manage it if she has iCloud

        Tap Settings > [your name] > iCloud > Photos. Tap Sync this iPhone. In iOS 15 or earlier, tap to turn on iCloud Photos. Select Optimise iPhone Storage to save space on your device.

      • TilacVIP on 11/08/2023 - 18:30
        +1

        I don't get it. She know she wanted (I assume) 256GB or more, but didn't ask the staff… hey I after an iPhone with more than 128GB????

    • Faiz on 11/08/2023 - 16:07

      Use Google Photos for offloading storage. I have been happy with the combination of a 128 GB iPhone and Google Photos backup.

  • Jimothy Wongingtons on 10/08/2023 - 11:07
    +1

    Did she set it up yet?

    Does she have a leg to stand on in terms of being able to return the device

    According to consumer law, no. But can try I guess.

    • ThePriceMatchGuy on 10/08/2023 - 11:09
      -2

      Only when she attempted to set up the device she encountered an error when trying to sync photos/ videos. This prompted her to check the box and saw the memory listed..

      • Jimothy Wongingtons on 10/08/2023 - 11:32
        +19

        It doesn’t look good, you said she’s been saving for a long time, so surely she would have had to check the price for the model she wanted?

        By all means give it a go I suppose . I’m sure she’s not the only one who bought from a party other than apple then had a reason to return. So maybe?

      • DoctorCalculon on 11/08/2023 - 00:45
        +2

        Only when she attempted to set up the device she encountered an error when trying to sync photos/ videos

        Since she has gotten this far into the setup process, the phone has been activated and there is now an iCloud lock on it (using her Apple ID).
        Therefore, this is now a second hand device.

        • crentist on 11/08/2023 - 15:57
          +1

          iCloud lock is the least relevant part of the story. You know they can be removed, right? Otherwise it’s not even second hand, it’s just unusable junk to anyone else

      • Kiro on 11/08/2023 - 10:56
        +1

        i dont get this, my wife does it as well. she will transfer all data/ photos, videos etc to her new phone then complain of lack of storage.

        i have set her up with icloud now so she syncs her phone and can free up storage.

      • lunchbox99 on 11/08/2023 - 14:42
        +5

        This makes it sounds like she fully intended to buy 128GB but only realised it was inadequate when syncing content. So it's not like she meant to get 256GB and got a 128GB by mistake… she actually thought 128GB was sufficient and bought it.

  • beyonddd on 10/08/2023 - 11:08
    +7

    This is why you always buy from Apple directly and request a price match. They are always able to do a return within 2 weeks if you don't like the product.

    • ThePriceMatchGuy on 10/08/2023 - 11:10
      +2

      Fully agree, just thought I'd ask the question to see if anyone has had any luck in a similar situation..

    • digitalbath on 11/08/2023 - 07:26

      Ah no. This is why you buy the intended product in the first instance.

    • lovepub on 11/08/2023 - 08:08
      +1

      Apple only match price up to 10% off

      Jbhifi or Amazon most of the time are around 15%-20% off

      I went in to Apple Store and they refused so I told them I will buy it from JB. They said no problem at all. Didn’t even try sell me

  • JMosk on 10/08/2023 - 11:12
    +1

    Did she pick it up off the shelf or get help when she bought it and the employee gave her the wrong model?
    JB usually record who assisted in the sale so if it was the latter and you go in before they forget you might get lucky

    • 87percent on 10/08/2023 - 11:19
      +17

      pretty sure they don't leave phones "on the shelf"

    • jjjaar on 10/08/2023 - 11:23
      +6

      This is a really good thing to check - if she specifically requested the 256 model and was given the 128, she wasn’t given what she was asked for.

      Typically I’d agree she should have checked before opening, but if she was given the wrong thing, this is the stores fault.

      https://www.consumer.vic.gov.au/products-and-services/proble…

      • CodeXD on 10/08/2023 - 11:38
        +23

        ^ this is a good point.

        Also 128gb and 256gb model would obviously have difference prices. If she has been saving up, wouldn't she know how much to save up and thus know the price she should be paying?

        • jjjaar on 10/08/2023 - 17:27
          +1

          I had that thought too, so yeah when they told her the price she surely would have reacted. Or maybe she did but just hoped they made a mistake but she was still getting the larger storage.

          • CocaKoala on 10/08/2023 - 22:32
            +2

            @jjjaar: In which case she would have double checked the storage before exiting the store.

            • DoctorCalculon on 11/08/2023 - 00:47
              +1

              @CocaKoala:

              the storage before exiting the store.

              Even before paying for it. Surely, it would be the first thing one would check. Colour and Size.

          • lint on 11/08/2023 - 10:48

            @jjjaar: I think I saw JB had discounts on some iPhones recently so maybe she didn't really think about how much it should cost after the discount.

            I agree she should've been aware of how much it'd cost beforehand or at least checked the receipt afterwards to ensure she got the right model at the price she expected.

      • pharkurnell on 10/08/2023 - 11:42

        Thats how I see it too

      • TilacVIP on 11/08/2023 - 18:32

        Well then it's a case of she said, he said…..

    • newjerseydamo on 10/08/2023 - 13:00
      +3

      How do you prove that though? You can't.

      • OzBarAnon on 11/08/2023 - 14:36

        Relies on honesty from that point.

  • Morien on 10/08/2023 - 11:12
    +7

    Normally, no. 1 hour, 12 hours, 1 week, a used phone is a used phone.

    But, since you've chosen an Associated tag, maybe you can sweet talk yourself into accepting a return? ;)

    • ThePriceMatchGuy on 10/08/2023 - 11:18
      -2

      I've not got around to removing this darn associated tag..

      • Drakesy on 10/08/2023 - 12:41
        +2

        It's under your account, just untick the association box

  • Xistn on 10/08/2023 - 11:15
    +5

    Buy cloud storage, the end.

    • jjjaar on 10/08/2023 - 11:24
      -1

      Not everybody wants all of their things stored in the cloud.

      • coxjon on 10/08/2023 - 13:45
        +6

        Yes but it's an easy solution for a couple of years until she upgrades again

        • FireRunner on 10/08/2023 - 15:05
          -2

          Who says she doesn't plan to use for 5+ years.
          Especially with an iPhone, where software support lasts years

          • Xistn on 10/08/2023 - 16:05

            @FireRunner: Laughs in software updates to slow your phone down - Apple 2020

          • coxjon on 10/08/2023 - 16:27
            +6

            @FireRunner: It’s still an easy solution to a problem that is clearly not JB Hifi’s

            • FireRunner on 12/08/2023 - 13:37

              @coxjon: Fair, personally dislike cloud storage but that may be the simplest solution
              Alternative would be sell the 128GB (at a loss) and buy the correct model
              Luckily for OP's sister, JB let her take it back

    • aggregate on 10/08/2023 - 15:36

      This.

      A 200gb iCloud subscription is $4.5 a month. In the scheme of things, it is a very small cost. Plus, you basically need a iCloud storage plan if you want to use WhatsApp on an iPhone, because that’s the only way to backup WhatsApp messages.

  • cauilfield on 10/08/2023 - 11:33
    +3

    0 chance;

  • mrkorrupt on 10/08/2023 - 11:55
    +14

    Something doesnt add up here, as others have said.
    I think she was saving up for the latest iphone, went in and got it and then when syncing it was full, so she is unhappy as she realized she purchased the same or less storage model iphone and has buyers remorse. Or she was excited to get the new iphone and forgot to ask for the correct model. Either way, why should JB incur the loss

  • Ocker on 10/08/2023 - 12:05
    +4

    The phone is now second hand so what is JB supposed to do with it?

  • djsweet on 10/08/2023 - 12:11
    +3

    I don't think they will return it unless she paid for a 256gb phone and got the 128. Yeah damn, the price difference is not as significant as I thought between storage volumes and they are on sale, so different prices from the usual. I guess you could make a mistake if you weren't paying attention, but its still kind of hard to believe you wouldn't notice that the handset was $180 cheaper than expected. Anyways, its at the discretion of the store. Given its opened and now been activated and used, I don't like your chances. The warranty will have already started ticking on the device, so very hard for them to resell, even at a small discount.

  • Fredfloresjr on 10/08/2023 - 12:32
    +3

    She forgot to ask ThePriceMatchGuy

  • ihbh on 10/08/2023 - 12:44
    +2

    Does she have a leg to stand on in terms of being able to return the device, pay the difference and get the higher memory model?

    No

    When I bought a Pixel 7 recently from JB, the checkout guy confirmed: if the seal's broken, you can't return it.

    Even if your sister claims no one told her this, what should JB do? Repackage the phone and put a new seal on it and sell it as new? What if there are subsequent problems, etc., other customers putting fake/damaged phones back for returns? Who pays for the verification?

  • [Deactivated] on 10/08/2023 - 12:49

    Post rehash

    Seek guidance for usage of search function

  • wetsandwich on 10/08/2023 - 12:51

    No, they aren't obligated to. It's not faulty. Unless the salesperson said anything wrong like 'this will store everything you ever need to store' or something.

    If you asked them and they said no, that's the answer.

    They wouldn't want to take a $500 loss by trying to offload a used phone to someone else just to be nice.

  • bobbified on 10/08/2023 - 13:46
    +2

    The seal obviously has been broken but everything else including cabling, documentation, box etc. is in perfect condition. She's owned it for less than 12 hours…

    If it means that much to her, sell it wherever and then go back and buy the one with more storage (from Apple, not JB). Expect to cop a small loss from selling a "used" product though.

  • tio on 10/08/2023 - 15:04

    Had exact same process with JB Hifi on an iphone before, $1500ish. Box was unopened though. However, when the counter girl processed my return, she opened the box to make sure everything was tiptop inside. So I don't think should be an issue considering it'll more of an exchange rather than return - refund.

    • OzBarAnon on 11/08/2023 - 14:38

      In this case, the phone itself was actually used.

  • muzzamo on 10/08/2023 - 15:07
    +3

    Look for a creative solution to use less data.

    She is trying to sync photos and videos and having a problem? I use google photos with a google one subscription - it can move all the photos and videos to the cloud and delete the items on your device.

    Pretty sure icloud has similar functionality. An iCloud / google one subscription is going to be cheaper than faffing around trying to upgrade the phone and taking a loss and offers numerous other benefits - in particular a backup if you lose your phone.

  • FireRunner on 10/08/2023 - 15:12
    +1

    Unfortunately, this would go under change of mind which they won't accept as it's been opened. I recently purchased a phone from JB and was warned they can't take it back once the seal is broken.
    Unless the rep got you the wrong model, you don't have a leg to stand on. Even then, unless you could prove it or get the person to admit it, there's no chance.
    You could try asking since there's nothing to lose but I wouldnt hold my breath

  • ThePriceMatchGuy on 10/08/2023 - 16:50
    +62

    Thanks for the comments providing advice, examples etc.

    Ended up submitting an online ticket with JB giving a full and honest recount of events. Sister was fully to blame, and she acknowledges it.

    We must have hit an area manager having a really good day/ feeling sympathetic, they called our local store (somehow got them to reverse their original ruling), and my sister went in and returned the phone, paid the difference and has upgraded to the 256GB model.

    JB, you've done it again!

    • [Deactivated] on 10/08/2023 - 17:13
      +3

      Thats great to hear!

      Out of curiousity - it says you're associated to JB. Do you work for them?

    • [Deactivated] on 10/08/2023 - 17:43

      lol

    • Eeples on 10/08/2023 - 18:01

      Did you mention in the online ticket that you were associated with JB ?

      • Brick50 on 10/08/2023 - 21:02
        -1

        Wonder what they do with the returned device, definitely can't sell it as new.. Maybe check the skip out the back tonight!

      • resisting the urge on 11/08/2023 - 11:32
        +2

        Once you've bought from them, and tried to get a refund, that's it. You're associated for life.

    • dragonxx on 10/08/2023 - 23:09
      -1

      Would be great if you can share your email/ticket here. Really wanted how you approached them and your wordings.

      • apple2016 on 11/08/2023 - 15:36

        Chat GPT or any other AI will easily generate a nice email…

  • ddilrat on 10/08/2023 - 22:10
    -3

    Ahh why does she need more than 128 gb

    • drfuzzy on 11/08/2023 - 06:45
      +5

      Limited memory upstairs so she needs extra in the phone.

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