Statutory Repair Rights of System Failure Invalidates by Minor Screen Crack?

grang on 09/11/2017 - 14:58
Last edited 09/11/2017 - 15:10 by 1 other user

My pixel has been playing up with charging for some time/official charger and not always playing nice with my Android auto-sending power the wrong way… and a bluetooth issue.

Telstra told me a warranty replacement. However, there is a minor (tiny) crack on the glass bottom left (off screen) and was told any crack invalidates all warranties

This seems to be accepted but doesn't make sense that known design/manufacturer issues like charger / Bluetooth has nothing to do with a minor cracked screen. It is a Manufacturing fault.

This article suggests a screen repair that finds another fault says you are still protected.

Any views?

Mobile

Comments

  • chumlee on 09/11/2017 - 15:34

    Ask them to repair the fault instead of a replacement then

  • hell0 on 09/11/2017 - 15:34
    +4

    I would ask the Telstra employee to put their statement in writing as you are keen to take it further, to the ACCC and they should have nothing to fear from this statement if it is true and legal.

      • hell0 on 09/11/2017 - 23:00
        +1

        "Consumer guarantees apply regardless of any manufacturer’s warranty or Telstra policies and can apply even after the manufacturer’s warranty has ended."

        Good point.

        • PVA on 09/11/2017 - 23:04

          And
          The manufacturer’s warranty, our policies and Consumer Guarantees don’t apply if you have damaged your device.

        • hell0 on 09/11/2017 - 23:10
          +1

          @PVA:

          "Consumer guarantees apply regardless of any manufacturer’s warranty or Telstra policies and can apply even after the manufacturer’s warranty has ended."

          What the law says beats what Telstra says, and Telstra says this itself. It's up to OP to call them out.

        • grang on 11/11/2017 - 10:44

          @PVA:

          Yes, that is what Telstra said. (genius bar like)

          I also went into JB HiFi and showed the guy the small crack and he said that they handle it the same.

  • dasher86 on 09/11/2017 - 15:37

    interesting. i heard that google will fully replace a phone even if the screen is cracked.
    well they did for nexus.

  • Almost Banned on 09/11/2017 - 15:59
    +2

    If the two things are unrelated then Telstra is trying to scam you.
    Surprise!
    Try calling your local consumer affairs department.

  • whooah1979 on 09/11/2017 - 16:00

    there is a minor (tiny) crack on the glass bottom left (off screen)

    has the phone been dropped?

    • grang on 11/11/2017 - 10:48

      yes; not very far in a case and it hit a sharp rock that made the crack. I usually have a screen protector, but didn't have it on this one

      I should note that I don't care about the crack. I care about the charging and bluetooth playing up - which were problems before this incident and in my reading of consumer law intent should be covered.

      (Phones get dropped all the time with cases on, and the drop can't be seen?)

      @wombok2 said the screen is needed in tact to do a repair which I haven't considered.

  • wombok2 on 09/11/2017 - 18:16
    +1

    Once you have any existing damage, it's harder to put forward a claim.

    To them, a crack means the phone was probably dropped and therefore may have damaged some internal components.

    However some phones needs to be opened at the front, therefore any crack will make it impossible to put it back together. Which seems to be the case from ifixit teardown.

    • grang on 11/11/2017 - 10:44

      interesting

  • 87percent on 09/11/2017 - 21:52

    Who told you that the crack voided your warranty? A store, or call centre, or 24x7 chat?

    • whooah1979 on 09/11/2017 - 22:12
      +1

      Who told you that the crack voided your warranty?

      https://www.telstra.com.au/consumer-advice/faulty-products

      The manufacturer’s warranty, our policies and Consumer Guarantees don’t apply if you have damaged your device. This can include exposing a device to moisture (usually referred to as ‘liquid ingress’) or dropping it.

      • 87percent on 09/11/2017 - 22:49

        Take it into a store and get the tech bar to check it out. Might have to make an appointment online though and get them to check it out.

  • dosada on 18/11/2017 - 00:09

    I can beat that. Had a Samsung S7 where the back was damaged, just a slight crack. Again, back of the phone, not screen. They refused to accept a warranty claim because of that unless i pay $110 to get the back repaired first.

    • grang on 05/12/2017 - 01:10

      with inflation mine cost $220 in the end… not enough time in the day to fight them.

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