Faulty Nexus 7 (2013) Tablet, purchased 376 days ago - HELP!

Lrawm on 11/10/2014 - 15:48

Hi there! Here's my issue, I'd love some advice:

I purchased a Nexus 7 (2013) on September 29 last year (2013). Pretty much right on 12 months, the earphone jack became unresponsive, and only works for the left hand side if you fiddle with the earphone input angle. Im 100% sure its the Tablet, not the earphones as I've tried several devices and earphone combinations.

I took the device to the original point of purchase (JB-HiFi) with all reciepts and peripherals (charger, warranty book, box etc) and was shown to the manager who inputted some data into the computer system and said that basically I have no recourse and I need to pay for repair.

I look after my Nexus like it's my 3rd child. I have not dropped any food/drink on it, I keep it clean and would say I use it to a normal degree. I feel as though my $319 purchase should last longer than 12 months and was told (fairly politely) that there's nothing JB can do and that I need to contact the ACCC If I want to elevate the dispute.

Anyone have any advice fro me?! Thanks in anticipation!

General Discussion

Comments

  • djones145 on 11/10/2014 - 15:53
    +1

    did ya use cc to pay for it?
    some cc have extra warranty for free
    I know my Nab does

    • rawm on 11/10/2014 - 16:33

      I paid Orange Everyday VISA - cant find any mention of extended warranty on their PDS, but thanks anyway :(

  • Hazardousking on 11/10/2014 - 17:24
    +1

    ACCC
    Judging from what you are saying, I would say a device especially one that is a nexus 7 would be expected to last longer than one(1) year. As the above page states it is illegal for a store to refuse a warranty if the product was not damaged by the user(assuming only you used it) and it was still within the time considered working time for a device which would invoke "safe, lasting, with no faults", the warranty you received with the device is kind of irrelevant as the ACCC act has all the same protections and more for a longer period, as well as having generally longer time periods, I would definitely send a complaint and attempt to get in contact with a manager again and state the terms on the website.

    The alternative is to send bikies.

    • rawm on 12/10/2014 - 08:05

      Thanks Hazardousking, I totally agree - the device would be expected to last longer than 12mths but the people at JB quickly distanced themselves from actually having to make any decision and went straight to the 'ACL' (Australian Consumer Law' website, keyed in some info and said they were unable to help me. I'll hold the bikies card for another few weeks ;)

      Hi ho, Hi ho, it's to the phone I go…

  • Moots on 11/10/2014 - 18:15

    You have a two year consumer warranty on technology products…

    • lakers1222 on 11/10/2014 - 22:29

      Even though the manufacturer's warranty has expired, look into "statutory warranties"

    • TheAccountant on 11/10/2014 - 23:53

      What about batteries? I bought a laptop from HN last year and the battery recently died so I can't use it unless it's plugged in to the charger. However, HN says batteries aren't convered by warranty and they can't do anything about it. Does that sound right?

  • Bonsaichop on 11/10/2014 - 18:22
    +3

    Is the earphone jack going all the way in? I had a similar thing on one of my phones, it turned out there was lint/fluff that had gotten into the headphone jack and was stopping the earphones from going all the way in.

    I used a safety pin and gently picked it out of there and was all good after that.

    • rawm on 12/10/2014 - 08:07

      Haha, with all due respect - I wouldn't have posted this thread if I hadn't checked the jack closely first. The Nexus is in 99.99% new condition; it's a fault with the metal connectors inside the headphone jack.

      • snook on 12/10/2014 - 11:13

        do you leave your jacks plugged in and wound around the device at all?

        do you use the jacks in the device a lot?

  • msmhw on 12/10/2014 - 00:01

    Contact Asus not jb, they usually happy to take it. At least this what happend with my old nexus 2012. After one year of use its had some problem with the screen, they took it and after couple of weeks they gave me a replacement table (refreshed one)

    • rawm on 12/10/2014 - 08:10

      I thought about this, but will still follow through with JB HiFi for now. It's kinda annoying Google's products are like this:

      Produced by company A (ASUS)
      Owned by company B (Google)
      Sold by company C (JB-HiFi)

      When things like this go wrong, it becomes a bit of a hassle.

      • Moots on 12/10/2014 - 10:42
        +1

        I don't understand your theory. You can simply get it fixed by ASUS as they are the manufacturer. What your saying is you will still try to proceed to get it fixed by someone who already has declined to fix it. What is the point of you even creating this thread if you don't want to hear how to get the solution for the problem?

        • rawm on 12/10/2014 - 18:00

          Thanks Moots; the reason why I started this thread was because I wasnt happy with JB's response but because they were the retailer I thought they were my only hope. I have decided I will contact ASUS tomorrow (Monday) and hopefully be able to sort out the issue through them, rather than JB. Finger's crossed - I will give an update!

      • msmhw on 12/10/2014 - 11:39
        +1

        JB will not fix it for you, they are simply will send it to Asus. Its like the middle person. And its just waste of time let them contact asus instead of you. Even if they accept to fix it under the warranty it will take longer to get it back as it has to go through JB then you. However when you contact asus and if they are happy to fix it they will contact you straight away. Also may Asus deal with JB different way than dealing with you. As they see JB as a company and they see you as a costumer. they will care about their costumers more!

        I dont see it annoying, its kind of normal. Even with apple products, a lot of stores sell apple products but usually apple who deal with the warranty (manufacture company). but you choose the wrong path in my point of view.

        • holdenmg on 12/10/2014 - 12:30

          Costumer may refer to:

          one that deals in or makes costumes
a costume designer
an upright stand with hooks or pegs on which to hang clothes

          JB: clowns serving customers since… lol

  • Unorthodox on 12/10/2014 - 09:54

    Definitely contact Asus!

    • rawm on 12/10/2014 - 10:31

      Will do, thanks!

  • peteru on 14/10/2014 - 03:15
    +3

    This is as simple as it can get. You purchased the product from JB-Hifi. Therefore the contract is between you and JB-Hifi. You purchased the product after 2011, therefore the current ACL (Australian Consumer Law) applies. You have purchased a product that a reasonable person would expect to work for at least 2-3 years (regardless of the period stipulated in the manufacturer's warranty), therefore the retailer has to repair, replace or refund the product. If it is a minor failure (in your case it's just the headphones that don't work), then it is at the retailers discretion how they will respond to your complaint, but they have to do one of replace, repair or refund. If this was a major failure (say a battery than can no longer be charged or a touch screen that does not work on 1/3 of the screen), then you could nominate whether you want a refund, repair or replacement. In that case, it would also depend on what the retailer can do. If there are no replacements available and the repair would cost them more than what you paid, they can still choose to give you a full refund. Be aware that if the product has become unusable, then you are entitled to a FULL refund. You do not have to accept "store credit" or any other compromise - you are entitled to a full refund of the entire purchase price, including any shipping charges associated with returning the faulty goods.

    What you will find is that most retailers will not outright deny you this right (if they do, they run the risk of ACCC slapping them with heavy fines), but they will make ambiguous statements and make it appear harder than it really is, just to discourage you from exercising your rights. Just be firm and polite with them and let them know you are aware of your rights.

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