JB Hi-Fi Won't Refund for a Laptop Unless They Can Reproduce The Issue in Store

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JB Hi-Fi

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  tik tok on 28/12/2014 - 15:16

  +1

  Yeah, I think its common practice for them to be able to reproduce the problem. TGG did it when my grill wouldn't heat stuff evenly. Some parts of the plate weren't hot enough. So they plugged it in and started feeling it by hand. I was in awe as to how a human hand can detect temperature differences between a 100C and a 250C

  For the yellow color, you could do this :

  1) Compare the same color on two devices. May be use a phone or ask them to open a similar website (where you find this color issue) and compare. If eyeballing doesn't work go to step 2.
  2) Install a browser plugin like ColorZilla for firefox, then you can hover over a color and get its RGB reference value using which you can prove its mustard and not yellow.
  Just my 2 c. HTH

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  webtonmoy on 28/12/2014 - 15:23

  +5

  One idea: Take a video recording showing both the touch pad and the screen to show the unresponsiveness of the touch pad. You may need to record for a long time in your home and then cut the appropriate clip.

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  punk on 28/12/2014 - 15:58

  +1

  Can't say I've had this problem before with my laptops with JB but I've never tried to get a refund, just put it under warranty and went directly to the manufacturer.
  As for the reproduction of colours, looking at your model it has a screen that can reproduce a 74% color gamut. Tweak the colours around - check to see if a dynamic/automatic mode of some sort is on.

  update
  http://iamjstyle.hubpages.com/hub/Things-You-Must-Do-To-Your…

  tried any of the options above. There's always going to be some quirky annoying thing with laptops, I didn't read it all but maybe that'll ease some of the issues you're talking about.

  If none of that really helps then get in touch with lenovo as I really haven't looked into depth for you.. Maybe they can tell JB where to go and perhaps a refund/model exchange from there?

  malfunctioning touchpad - see if updating the drivers will help but then again if its a widespread issue and you've read into fixes then like I mentioned above, contact the manufacturer directly.

  I've used lenovo before and I've not had any complaints as their laptops are well built for my usage.

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  adamren on 28/12/2014 - 16:16

  Well that's Lenovo QC for you.

  Perhaps try another store or another member on another day.

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  NancyCat on 28/12/2014 - 17:24

  +1

  Yep, try another store, I think their refund 'policy' is very depends on the staff / store manager.

  My husband bought a pair of headphones from JB (approx $150). When he got home and put them on, he didn't like them and wanted to return them. I thought there's no way JB would give him the refund, as there's nothing wrong with the headphones. Anyway, he took the headphones back to JB and told the manager the headphones don't sit well on his head (such lame excuse!) and wanted his money back. The manager tried the headphones on himself and said 'yeah, they are pretty uncomfy aren't they?' and he refunded the money straightaway! I couldn't believe that!

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  ultimategrandson on 28/12/2014 - 21:47

  I think recording the issues happening is probably the best way to go. Hopefully, I can pull out my phone in time and get the screen flashing happening. Thanks for all the help!

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  mooney on 28/12/2014 - 22:32

  +1

  If the issue is indeed widespread and on forums I've printed a selection out to take into the store with me as additional evidence. That's always helped, especially if backed up with video footage of your exact laptop.

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  meds on 29/12/2014 - 00:46

  +1

  In this situation they cannot take your word for it, the item will need to be taken in for inspection or testing (within a reasonable time frame). Once the seller agrees the product is faulty, they can go on to taking the right action for the situation (repair/replace/refund). This is simply to avoid any scams from customers wishing to return a product they don't like, disguised as a "faulty", the seller cannot take your word for it, and has the right check or investigate whether its a product or service. (I don't think they're hating on you.) Take into account that the consumer law guide doesn't mention anything about on the spot/instant turn-arounds, ACL is to protect both customer and seller.

  The most effective action would have been to contact the manufacturer's support to aid and troubleshoot, and if found to be faulty, the support person will provide you with a case number for the call or email and request you take the product back to the seller. Having this case number available means that the seller can contact the manufacturer themselves and verify the case number avoiding the troubleshooting process themselves and speeding up the process for you. Again, this is to be done in a reasonable time frame, its up to the seller to come through for you, they may be able to check on the spot, they may not and might have to call you back later once confirmed, and then you can both go forward with and remedy the situation.

  Beware that it's a game of meeting half way. A lot of people get emotional if things don't work out, this is not the time to get upset or start making loud noise, take the appropriate action. If you're not sure and stuck for answers, ask the seller for help on how to proceed with remedy, if the seller refuses help within the warranty period, or if you think they're talking shit, check the Australian Consumer Law 'Consumer Guarantees Guide' here http://www.consumerlaw.gov.au/content/the_acl/downloads/cons… or contact your local consumer protection line from the following list http://www.consumerlaw.gov.au/content/Content.aspx?doc=consu…

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    ultimategrandson on 31/12/2014 - 19:59

    Thanks. I will probably go through the manufacturer and hopefully get some results.

    For the record, I didn't lose my temper, I understand the people that work there (as rude as they were) are only as good as the company's staff training and policies, etc.

    It would be nice if the actual process was more explicitly defined because it seems to vary from what you purchase. I took it in the store because I had no idea about what was involved in returning it.

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  wbeer on 29/12/2014 - 13:39

  The mustard yellow issue needs a bios and energy management update. (which would probably stop the blanks/flashes as well. And do a factory reset to fix the other issues.

  If you had been looking online like you said, you would of seen all this - sounds like you just regret your purchase…. why don't you just exchange it for another 'brand/type' at JB. They will be happy to do that.

  • 

    ultimategrandson on 31/12/2014 - 19:53

    -1

    It already has the latest BIOS and Energy Management Update installed. I checked the versions and they match the latest that is provided by Lenovo. The yellows are still off.

    I did regret my purchase because of the issues what it has. If JB actually stocked an alternative brand that I would have actually liked (like the Dell XPS 15), it would have been happy with a swap and paying the diff.

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  [Deactivated] on 03/01/2015 - 15:37

  Try running the LED pixel test on youtube.

  Other than that, I can't be 100% sure.

  I think it might not be an energy saving issue, because then you would notice your whole screen changes mustardy rather than just a certain area. If it is a brightness or contrast issue, that is happening when the battery is being run down, you can change the settings in the power options menu.

  So, without seeing the fault ourselves, e.g. video. I don't think there is much advice we can give other than to try run some screen tests and see if they reveal the mustardyness to a more reasonable extent so that you can get a refund.