JB Hi-Fi ignoring Guarantee claim, going to see Consumer Affairs tomorrow

RobMel on 18/09/2016 - 16:53

Hi,

Getting ignored for the last 2 month by JB Hifi.
Bought a Nexus 6P 10 month ago from JB Hifi.
2 month ago the USB 3.1 charge cable wouldnt work anymore.

Went to local JB Hifi for Guarantee (seller) claim.

Initially the guy wanted to push me towards manufacturer (Warranty).

I insisted on Guarantee.

  1. He made me come back to drop of the cable, said he couldnt process it.
  2. Went second time to drop of cable and got only a hand written note on back on a business card, claiming this is not their usual process, without explaining what the usual process is or why he wouldnt follow that, unless it is to not honor Guarantee claim and just push consumers to deal with manufacturer
  3. 2 weeks later hadn't heard anything, walked into shop, said no news
  4. 1 month later rang, they promised to call back , no call back, nothing
  5. 2 days ago (now 2 month into process) rang again and asked for manager, he said I would get a new cable next day and he would call back, Of course no call back.

Since they have no real competition anymore customers and consumer law is no longer a priority for them.
Hope they don't wonder why people buy from internet instead, no guarantee and no service, but better price.

Tomorrow will engage consumer affairs and let them deal with these clowns.

Just wanted to share my experience. JB was good once, now they just suck big time.

Electrical & Electronics

Related Stores

JB Hi-Fi
JB Hi-Fi

Comments

      • newsynthetic on 19/09/2016 - 12:42

        Still pretty expensive, But I remember buying firewire at that price though.

  • [Deactivated] on 19/09/2016 - 12:57
    +3

    Everyone here seems to be a copout on the OP for fighting for his rights.
    It doesnt batter what it is and how much it is everyone has a right and there are rules in place for this sort of behavior from retail stores no matter how big or small.

    Remember that they just want to duck shove it and not deal with it means they win.

    Just a side note. Look at all the whingers that complain that there grey imports are faulty and what rights fo they have and if the shipped there device back to the seller why its taking weeks and emails go unnoticed…..

    Just my view but im backing you all the way OP….. keep up the fight.

  • MadMaxBargainRoad on 19/09/2016 - 14:30

    I am on a similar situation. Got my Nexus 5X from JB 6 months ago and my sim tray is stuck. Brought it to the store and they just brutal force prayed it out and tell me that's the work around. I asked what happened if that completely break the sim tray in the future and they pushed me to LG warranty.

    I am still considering my options at the moment.

    • McFly on 19/09/2016 - 15:09

      I'd ask Google about it. At the least you then have some kind of record of the issue and if it causes a problem down the track it will help sort it out.

  • x2r9ypbj on 19/09/2016 - 14:41
    +2

    JB HI FI HAVE JUST BOUGHT OUT THE GOOD GUY'S
    WATCH OUT NOW
    BE WARNED
    BE PREPARED

  • Cheesee on 19/09/2016 - 15:14
    +2

    It does not matter that the faulty item is inexpensive the attitude of JB Hifi is wrong and I say thank you for persisting with your claim. I we don't insist that retailers do the right thing no matter the value of the purchase it is the thin end of the wedge. Another time it could happen to someone who does not understand their rights and may not have the confidence to complain.

  • lightstorm on 19/09/2016 - 15:46
    +1

    I agree with the op , there is good merit here and I know there is a choice between giving up and just pay for a new cable at $7 which is a lot less mucking about.

    I think letting these instances go is giving the company a wrong attitude that this is ok to do with the "oh come on buddy it's $7 to buy a new one" , don't give a garauntee on things , this is misleading and honestly is annoying when the sales man is saying yup uhuh right yep all garaunteed , boom 8 months down the track, yeah I don't know buddy let's waste your time for 2 months over a $7 cable .

    If it's a $7 cable why is jbhifi kicking up a stink over it ?

  • itstuan on 19/09/2016 - 15:58

    Times like this you wish you owned an iphone. Just walk into Apple store and "here your new phone sir", just like that…

    • McFly on 19/09/2016 - 16:01
      +2

      Have never wished for that… and never will.

      • smartazz104 on 19/09/2016 - 17:19
        +2

        Yeah why would you want that when you can be dicked around by JB for 2 months all over a USB cable /s

      • ssyl9 on 19/09/2016 - 18:43
        +1

        So you rather go thru this process than having your phone/cable replaced with no questions asked?

        • McFly on 20/09/2016 - 22:53
          -1

          I didn't say that. I know it's hard for fanbois to understand, but you can buy a decent Android phone and a hundred USB cables and still have some change compared to an iphone. Or (if someone wished to) they could buy a decent/the latest Android phone every six months and still have money left over as well.

        • Abang Tukang Bakso on 21/09/2016 - 00:59

          @McFly: let it go, its only $7 for g sakes. not worth wasting time arguing with them over $7, especially if its been 2 months. move on with your life, if this was over $50+ its worth following. things like this i called a "donation" to the store, theres nothing wrong donating to stores, keep people in jobs. just look how many people out of jobs cause of that dick smith..

    • [Deactivated] on 21/09/2016 - 16:18

      Not anymore. I saw a customer in an Apple store wanting his lightning cable replaced (they only last a few months before fraying) which used to be a simple walk in and swap out and probably only cost Apple about 50c each. They'd made him make an appointment which was bad enough, but he was showing the Apple guy, and the Apple guy was looking it for ages and basically accusing the customer of bringing in an old cable. "Do you have other phones at home" "Is it possible you mixed them up" etc. For at least 2-3 minutes he was questioned. Not even sure they actually replaced it.

      • itstuan on 21/09/2016 - 16:26
        -2

        So you expect to come in the store, skip the line where other people have been waiting. Get your stuff and walk out?
        It's their job to try troubleshooting the issue first before replacing as there are many idiots and dodgy people out there…

        • terrys on 13/02/2017 - 08:40

          YOU: "Times like this you wish you owned an iphone. Just walk into Apple store and "here your new phone sir", just like that…"

          LoopyLou: "Not anymore. I saw a customer in an Apple store"

          YOU: "So you expect to come in the store, skip the line.."

          No, you do, until called on it.

  • mranderson978 on 19/09/2016 - 16:11
    +1

    I think the OP is right to pursue with the retailer.

    They have obligations under consumer law.

    So it's the principle, more than the cost of the cable - which would be around the $5 mark online.

    • newsynthetic on 19/09/2016 - 18:01

      The problem with online is that you need to wait like 30 days and no real warranty.

  • ssyl9 on 19/09/2016 - 18:56
    +2

    OP bear in mind that Guarantee claim is very unreliable. It only gives a vague timing (Everyone have a different view on what reasonable timing is) and it must not be subjected to abnormal use of the product (over excessive, damage inflicted by abnormal use, etc).

    Like I cannot buy a TV, smash it with a cricket bat after 5 months (reasonable time) and ask JB to replace it. Nor can I buy a TV watch it for 5 years till it died and ask for a replacement as in my mind it should last 10 years.

    This fight is pretty much futile, there is nothing you can hold up to them except for customer service.

    If asked by a JB legal counsellor (which you may or they might give in and give you a cable) can you truthfully prove that you, never dropped the head or charger of the cable? never stretched it? have it unplugged or power turned off every time its not in use? only plugged this particular device to it and not used on any other devices? Also can you provide a very persuasive description on why you think 10 months is reasonable time when the warranty on application parts is only 6 in the fine print?

    If you cannot do these then I suggest just buy another cable.

    • ahly92 on 19/09/2016 - 19:39

      Good points except the TV one…I recently had prob with my 3yr old TV, finally got it fixed by Samsung free, they said they accept upto 5yrs free repair/replacement
      Link

    • Apoca89 on 21/09/2016 - 20:10

      'reasonable use'. As long as what you do is of 'reasonable use' you are protected. Unless it's been chewed etc it would be considered reasonable use. Plugging other devices into it is reasonable use.
      And time period? Electronics should last at least 2 years (they might no longer be up to the current standard, but they should still WORK).

  • JajaMinx on 19/09/2016 - 19:00
    +8

    Have you guys ever considered that JB is only a retailer that does not stock OEM accessories such as a USB cable that comes with a Nexus phone?

    As I said, I have exchanged and refunded several items in the past without any issue.
    I'm pretty certain JB could have replaced the cable for the OP and not dick around if a direct replacement is available in store.

    By the way, cables are only covered for 6 months from the day of purchase as stated on Huawei's website.
    So in theory the OP cannot claim warranty on the cable.
    http://consumer.huawei.com/au/support/warranty-policy/index.…

    You guys can pull out the ACL in relation to Consumers guarantees.
    But how do you define a reasonable time frame?
    https://www.accc.gov.au/consumers/consumer-rights-guarantees…

    Yes, the guys from JB have dicked him around for 2 months.
    However, I don't think JB is under any obligation to replace his cable when its 4 months out of warranty.

    Besides, how do we know if the OP hasn't misused the cable in a way that caused the problem?
    In which case, Consumer guarantees do not apply.

    • JimmyF on 19/09/2016 - 20:58

      Darn didn't see this before I posted my comment below.

      Samsung is the same, only 6 months on cables.

      So OP had it for 8 months before the cable failed, or 33% over the warranty period. Time to buy a new cable OP.

    • Roman Sandstorm on 22/09/2016 - 11:29

      By the way, cables are only covered for 6 months from the day of purchase
      as stated on Huawei's website. So in theory the OP cannot claim warranty on the cable.

      Have you not read anything in this thread?

      Under ACL it doesn't matter what Huawei say their warranty is. Hell, they could say it's "three days".

      But how do you define a reasonable time frame?

      I cannot imagine any fair-minded person (nor any consumer tribunal in any Aus state) thinking that six months is reasonable. As another poster pointed out, that would suggest that potentially every damn cable in all our houses could face replacement twice a year. Ridiculous.

      Manufacturers and retailers can claim whatever they desire, but if such cases actually went to a legal authority it is most likely that 'associated and essential parts and components' (such as cables, chargers, included cases, etc) would be viewed in the same context as the primary item they were purchased with.

      • JajaMinx on 22/09/2016 - 12:03

        Again… how do you define "reasonable time frame"?
        How long is a piece of string?

        How do we know if the cable hasn't been used in a manner that could shorten its life span?

        I'm just curious to know if JB had already offered a resolution in the form of a new 3rd party cable or he insisted on the same OEM cable from Huawei.

  • blitz on 19/09/2016 - 19:48
    +1

    OP, are you sure that it's the cable that's preventing the phone from charging? In my experience it's easy to bend the small tongue in the charging port (just by plugging it in to charge, as a matter of fact).

    • JimmyF on 19/09/2016 - 20:56
      +1

      its USB type C cable….. Its hard to bend the tongue as the cable can now go in 'upside' without issues.

      • blitz on 19/09/2016 - 22:01

        Aha. I thought it would be a Micro Type B.

  • t_c on 19/09/2016 - 20:19

    Well its now tomorrow OP. So what was the outcome of your engagement with consumer affairs?

  • JimmyF on 19/09/2016 - 20:55

    I had to take a samsung device back for a fault and the org cable didn't work either, so at the same time I tried to get a new one as I was going there anyhow.

    Anyhow, samsung repair center said cables only have 6 months warranty, not the 2 years like the mobile.

    Couldn't be arsed with it, a cable is like $5, not worth the hassle.

  • Blottski on 19/09/2016 - 21:11
    +3

    so many posts when a $5 cable could have solved the issue…..

    feel free to neg me for adding to the stupidity…. :)

  • Associatedwastedhate @ JB Hi-Fi on 19/09/2016 - 21:44
    +7

    Just pulled my box out of the cupboard for my 6P to have a look.

    "Batteries and accessories such as chargers, cables - 12 Months coverage"

    They should have run it through their repair system (Solveup) and sent it off for you. Due to not stocking the Huawei cables being the only need to send it off to Huawei. I dare say the repair centre / Huawei would have just packaged up a new one, aside from if the cable was damaged, and sent it straight back in a pretty quick turnaround.

    It should still be doable for you since you first reported the fault at the 10 month mark of the product.

    Sorry you had a bad experience, some of us do really like working there and really do try and help out whilst following the procedures set in place (both by the company and the ACCC)

    As others have mentioned if it helps you get back up and running quickly Huawei do have a 1800 330 943 number in the box that's for their warranty line. They may be able to send one to you before needing to get the original. Not trying to sidestep the issue just offering a solution.

    • Autonomic on 20/09/2016 - 16:36

      I just checked mine and it says 24 months.

  • Associatedsolidussnake @ JB Hi-Fi on 19/09/2016 - 22:29
    +6

    I work for a JB store, Ask to speak to a manager and any sensible manager would have written one off for you as its way too much effort to return a cable for warranty……. Just be nice and tell them the story so far.

  • glenf on 19/09/2016 - 22:54

    Had the same experience my girlfriends charger cable stopped working within 8 months of buying a HTC m9 from jbhifi and when I went for replacent they said they don't cover cable ;only the physical device is covered under warranty ! I felt robbed Coz the warranty should cover everything in the box ! Didn't make sense..

    • JajaMinx on 19/09/2016 - 23:14

      I think it's covered under warranty, just that OEM cables are not readily available in store.
      Therefore they can't just exchange it for you like other goods that are in stock.

      Like dalbot1980 and solidussnake have said, be nice enough and I'm sure they will be able to sort something out for you.

      I've been shopping there for many many years and they have always been very helpful towards me.
      So I do not believe the staff working in JB would intentionally dick the OP around for fun.

      Perhaps they have already offered a solution (e.g. a replacement cable that's available in store or discount on a branded cable).
      I'm not saying this for certain, but perhaps the OP insisted on the same OEM cable?

  • Niftcow on 19/09/2016 - 23:58
    -1

    Making a post on social media usually gets their attention pretty quick

    • Symbiotic on 21/09/2016 - 16:02

      Don't know why you got negged for this comment. I had a situation with Richer Sounds in the UK that was going round in circles for weeks. Sent one tweet and it was resolved within 2 hours.

  • jno on 20/09/2016 - 07:42

    They definately can't just open a new phone and take its cable to give to you…they don't stock those kinds of cables just go to the manufacturer and they would send you one for free.

  • belongsinforums on 20/09/2016 - 08:30

    Gl op.stick it to da man

  • ahoihoi on 20/09/2016 - 12:05

    I think it is weird that JB didn't help the customer out (bad/lazy customer service). I understand that they don't have OEM cable in the store. But at least they could have rang the manufacturer on behalf of the consumer to try to get this sorted.

    To the OP, probably best that you rang the manufacturer or at least ask JB HiFi for their contact detail (strange that they cannot even be bothered to tell you this).

    Here it is anyway.
    http://www.huawei.com/au/about-huawei/contact-us/index.htm
    Hotline: 1300 482 934
    Support Language: English
    Support Time: From Monday to Sunday 9:00am to 9:00pm (AEST)

    Tell them that you have one of their product and the cable broke 10 months in. And whether the company can spare you one of original cable for the phone.

    Failing that, get a replacement cable. Maybe try to buy Belkin cable (/+) car charger (that way you get a car charger and a cable that you can carry around) - you do pay a premium for this brand, but they are usually one of the best quality on the market and if they still offer a lifetime warranty it might be worth pursuing, use staticice.com.au to get the cheapest price, and ask for JB Hi-Fi manager and see if they can give you a really good discount (considering what happen - its the least they could do)

    I have given up on Australia law and business ethics. Think of every advertisement/law/claim as lip-service. That way you won't get disappointed. You can try, but don't sweat too much over it. Be prepared for problem the moment that you considering of purchasing any goods or services. Once problem occur, if things happens and the retailer/manufacturer help you out, Great!, if not, forget about it (usually not worth the hassle/grievance).

  • ully on 20/09/2016 - 12:43

    Mate, pm me and ill post you a cable for free.

  • ghostdom on 20/09/2016 - 13:42

    Robmel. how did you charge your phone in the last a few months?

  • bluey47 on 20/09/2016 - 14:12

    Good luck op. I would do the same thing.

  • Godric on 20/09/2016 - 17:29

    Ill gve you a cable mate

    • nadan on 20/09/2016 - 20:05

      The best reply ever, who is III?

  • alz on 20/09/2016 - 21:27

    I'll order a cable for you. Give me your address bro.

  • CHIEFMEGADETH on 20/09/2016 - 21:44

    Post your experience on their facebook page. Make it vocal online…
    I bet they get back to you.

    • JajaMinx on 20/09/2016 - 23:37

      I still think it's all just a misunderstanding and there are things OP hasn't told us.

      For example…

      JB probably offered him a 3rd party cable as replacement but he insisted on the same OEM cable supplied with the phone.

      or…

      He has too much time on his hands to pick a fight with JB just for the fun of it.

      As I said, I have exchanged many items in the past with no questions asked.
      Always easy, often took less than 15 mins to have everything sorted.

      OP's story is a bit suspicious in a sense that, it's too much drama over a $7 cable.

      • greatlamp on 21/09/2016 - 22:41
        +1

        Here's how this stuff usually goes down:

        Hello, my cable is broken

        I'm sorry we can't help you in store, if you contact Huawei customer service on…

        I KNOW MY CONSUMER LAW SIR. THE CUSTOMER IS ALWAYS RIGHT.

        ok, I'll leave a note for the 'manager' then, I don't get paid enough for this

  • Gr8deel on 20/09/2016 - 23:33

    I wish people who are looking where their next meal comes from all over the world received as much effort/energy in helping them that you have expended on this cable

  • havebeerbelywillsumo on 21/09/2016 - 00:09

    IMHO the most relevant comment(s) are that the peripheral(s) should last the life of the main item. If that requires the provision of 2 items in the retail box so be it.

    I'm on the OP's side, the retailer is entirely at fault here. Part of their business operations should be planning to cover situations like this instead of having a "go away don't bother us" mindset.

    • spackbace on 21/09/2016 - 00:24

      IMHO the most relevant comment(s) are that the peripheral(s) should last the life of the main item. If that requires the provision of 2 items in the retail box so be it.

      How many sets of spare tyres would you like in the boot of your new car?

      • havebeerbelywillsumo on 21/09/2016 - 02:04

        Yeah, sorry, expressed myself badly, should last the period as stated in the warranty is what I should have typed.

        (and 1 spare but FULL SIZE, not a training wheel, in the boot please)

      • djsweet on 21/09/2016 - 10:44
        +3

        Charging cables are not consumables, tyres are. Bit of a difference.
        Charging cables are a vital, non-consumable accessory and, therefore, should last as long as the main item.

    • JajaMinx on 21/09/2016 - 00:48

      Do you know the full story?

      Are you 100% sure the OP hasn't misused the cable in a way that caused the problem?

      or…

      Perhaps they have offered him a resolution (e.g 3rd party cable), but he refused for whatever reason?

      or…

      He's one of those people who exercise their rights just because they can?

      How can you be sure it's entirely the retailer's fault?
      I've exchanged items in different JB stores and never experienced a "go away don't bother us" mindset.
      In fact, they have always been very flexible with my exchanges and always hassle free.

      So I don't understand why the OP is having so much drama over a $7 cable when I've exchanged items worth a lot more than that.

      Just not making any sense.

      • havebeerbelywillsumo on 21/09/2016 - 02:13

        I'll ping the same questions back and change the "hasn't" to "has".

        From my read the "third party" cable, instead of another from the manufacturer and made for the same item, would need to be fit for purpose and of comparable build quality, there would be no way of knowing that so such an offer may be of little use anyway, made or not.

        I'd like to believe the OP is genuine…..and, yeah, I'll accept "belief" is all we can go on.

  • [Deactivated] on 21/09/2016 - 00:10

    Let's think the cable is way more than $3 like even $5! Keep pushing.
    You bought a nexus 6P 10 months ago like you paid around $1000! Is this a trolling post?
    Let's see if cheap low life people push hard so the loss goes where apple (and other companies) sells a useless phone for literally $2000. I mean the phone has some work into it but surely didn't cost them more than a couple of hundreds for each unit.

  • BradH13 on 21/09/2016 - 01:59
    +1

    My 6P AC charger stopped working after 4 months, and Huawei said that accessories are not covered by warranty, only the device itself is. I then asked how much a new charger is worth and they replied "we don't sell them".

    Good luck getting JB to do anything when the manufacturer themselves won't play ball.

    I found another way of getting a 3 amp C to C charger, so it's all good now. Shame Huawei's service for me was rough, as their devices are easily the best and most underrated on the market.

    • McFly on 22/09/2016 - 10:16

      Huawei said that accessories are not covered by warranty, only the device itself is.

      And you let them get away with this piss-weak and illegal response?!

      • BradH13 on 22/09/2016 - 12:47

        Yes, because I really like the company's products, and I didn't pay $900 odd dollars for an AC charger.

        • McFly on 22/09/2016 - 14:50

          I like a lot of products - doesn't mean I'm going to the maker rip me of when they go bad.

  • mightyfes on 21/09/2016 - 02:47
    +1

    Thanks for taking your time to deal with this OP. It only takes a few good people to stay quiet to let the bad people win! I understand how this isn't about $7 or whatever monetary value.

    I saw the comments about this ordeal being a poor use of your time. It's likely from people that enjoy being pushed over, don't have good principles or pretend to value their time highly because they don't have the spine to deal with conflict. We all need to play a part in improving the systems around us. You are doing a good thing for everybody, don't let them get away with it.

  • neil aus on 21/09/2016 - 07:22
    +1

    Good on the OP for standing up for his rights. At
    This stage I'd be inclined to take the whole phone in, and ask for an entire new phone, with the option of a new branded cable.

    But as other people have said, try to speak with a manager, or at least someone who is experienced.

  • berry580 on 21/09/2016 - 07:58
    +3

    Cable is subject to wear & tear almost like a consumable. I've never heard of anyone claim warranty on USB cables. ..

  • NickosFoivos on 21/09/2016 - 10:42

    Do not waste any more of your time, report them to the appropriate service.

  • [Deactivated] on 21/09/2016 - 18:21
    +1

    Consumer Affairs / Fair Trading only try to mediate with traders. For enforceable action you will need to lodge a claim with the relevant Civil and Administrative Tribunal (e.g. NCAT, VCAT, QCAT etc)

  • hell0 on 22/09/2016 - 09:50

    I think you should call A Current Affair and publicly shame them…

  • adso on 12/02/2017 - 16:26

    Hi ROBMEL,

    I am interested to know the outcome of your situation. I have been experiencing something similar in regards to my girlfriend's computer. Within a month of purchase we knew something was wrong with the HP laptop. Over many trips to the JB over the past 12 months the problem has been handballed with a different staff member telling me different nonsense with nothing followed up. And we are left with a dud computer and apparently it's either my fault or I am liar.
    Anyway, sorry for the rant - wondering how your experience turned out and how did you resolve it?

    Many thanks

    • RobMel on 12/02/2017 - 22:08

      I eventually managed to get a replacement cable by pestering them daily with phone calls and escalations.
      I was about to go to Consumer Affairs.

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