'Dubious' Nexus 5 from Kogan – sold as new. Is it worth contacting them about it?

LIPYF on 30/09/2015 - 15:02
Last edited 30/09/2015 - 15:03

Hopefully this is allowed. I'm brand new to the forum so if this is not appropriate or in the wrong spot, please redirect me.

Mid-year I bought one of the last Nexus 5 phones that Kogan was running out for my partner. It was was being sold as a new product with no caveats, for a slightly inflated price due to the discontinuation and lack of availability of the model. No issues with getting the phone. It came in a box and looked completely new and has worked hassle free since then. Fast forward to a fortnight ago and she smashed the screen. Decided to have it repaired for an expensive but manageable price (don't need a lecture on how that was false economy: I know…I know) and this is where things get interesting.

The repairer asked me if I'd had the phone repaired before, because it had one non-standard screw in it (apparently it was a Y-screw of an odd size and shape that he struggled to find the right driver for), and obviously I said no because apart from the shattered screen it wasn't that old.

So now I'm left with a weird feeling that I've been sold a reconditioned phone as new stock. Sure, it's possible that someone in the LG factory popped in the wrong screw, but that feels less likely to me than the alternative. What's more I don't really know what I want to do about it, or what I want to happen if I did contact Kogan. The phone is ok now and obviously since we busted the screen we can't return it. Also the word of an aftermarket phone repairer is hardly a stat-dec.

I just feel a bit annoyed about potentially being sold a phone under false pretenses and part of me wants to see what they'd have to say. So what would you do? Would you bother contacting Kogan?

EDIT: It's also worth mentioning that I have no specific beef with Kogan. I've bought from them before with no hassles, but I'm obviously a now more than a little leery of buying tech from them now I'm not sure that new actually means new.

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Comments

  • oscargamer on 30/09/2015 - 17:43
    -1

    contact kogan and tell them your story

    the worst they can say is nik off and you are where you are now

    but if you push the sob sob story, then you might get something for nothing

  • Store RepKogan @ Kogan on 01/10/2015 - 13:34
    +3

    Hi IPYF,

    Sorry to hear of the screen fracture, but we too are surprised to hear that an unusual screw was found within your partner's handset.

    We can always assure our customer's that unless clearly stated on the product listing page, all devices sold by Kogan.com are brand new and genuine. We employ the best and most reputable suppliers worldwide to ensure that this high standard is delivered to our customers at the very best price possible.

    We still welcome (and encourage) you to contact us privately with your original OrderID so that we can trace back the purchase using the serial number as all claims of non-genuine or inadvertently refurbished purchases are taken very seriously by us.

    Thanks again and we look forward to hearing from you soon.

    Kind regards,
    Thomas M

    • Nuggets on 14/10/2015 - 10:12

      Hi Thomas M!

      Good to see a Kogan presence on OB.

      Regarding your statement above about the products being brand new and genuine, could I perhaps ask what you think of this post? It seems to fly in the face of what you just outlined above.

      And, more specifically, this comment?

      The allegations are fairly serious, so if they are untrue the best thing Kogan could do would be to deny them outright and upfront.

      Otherwise, I think it would be fair to take your non-response as a confirmation of these allegations :)

  • BALLE BALLE on 01/10/2015 - 20:01
    -1

    STAY AWAY FROM KOGAN. THERE CUSTOMER SERVICE IS SECOND TO NONE. Very Very DISAPPOINTED :(

    • Store RepKogan @ Kogan on 05/10/2015 - 10:52

      Hi Balle Balle,

      Generally, second to none means that we're the best, which is what we certainly intend to be!
      We genuinely welcome you to send us a private message with an outline of your issue as we're confident that we can turn everything around.

      Have a great day in the meantime!

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