JB Hi-Fi Won't Refund, Faulty Mate 20 Pro

Rukiata on 26/01/2019 - 16:00
Last edited 26/01/2019 - 21:36

It was a mistake buying this phone again even after thinking they have been fixed.

So I bought a mate 20 pro from JB two days ago. The promo does not work for it second it has the green screen problem. The screen is green toned in low light and grey backgrounds. I went to the jb at Knox vic and talked to the manager and you guess it they don't know anything about the problem and said he needs me to sign into my gmail account so they can download a app that runs tests.
The problem is the glue and the screen not a software problem. Anyway he won't refund me at all. I thought they had something for change of mind even but still nothing. Was wondering if anyone can help me? If anyone else has had this problem and how did you get a refund back?

Thanks for the help guys.

Mobile Huawei Mobile Phone Android

Related Stores

JB Hi-Fi
JB Hi-Fi

Comments

  • [Deactivated] on 26/01/2019 - 16:12

    That's not very Australian mate

    • whooah1979 on 26/01/2019 - 18:24
      +3

      You're right.

      Why isn't OP on the beach having a BBQ and celebrating Australia day?

    • tooblue on 26/01/2019 - 18:59
      +4

      No, it's a Chinese Huawei Mate.

  • universe on 26/01/2019 - 16:31
    +2

    Change of mind refunds have to be unopened/unused. But if the product is defective within 6 months, then you have a right to a exchange or refund after they send it away to confirm the issue.

    • Rukiata on 26/01/2019 - 19:03

      and if they ignore my rights like that are now? what can I do?

      • universe on 26/01/2019 - 19:50

        Did they offer to send the phone away? Because they have the right to do that and if the manufacturer confirms the fault you can request the refund instead of replacement. The negative being it can take weeks to get a verdict.

        Try a different store or put a complaint in using your order number/receipt through their website or ACCC.

    • ChronoSphinx on 27/01/2019 - 08:03

      Hi, a little off topic - Is this a consumer law or jb hifi policy?

      • universe on 27/01/2019 - 22:00
        +1

        jb hifi policy. Although it is based on Australian consumer laws which allows for the store to send away devices for testing before actioning refunds/replacements

  • qwerty on 26/01/2019 - 16:42
    +1

    You most likely would have had a replacement or a refund if you spent 2 minutes making a new google account to run a diagnostic program on the phone

    • Rukiata on 26/01/2019 - 18:06

      Can they see the glue gate problem on that app though? It sounds like it won't work.

      • qwerty on 26/01/2019 - 19:06
        +1

        It probably is to tell if the phone is legit and how long its been running i.e is it older than 2 days - possibly also the screen type so they can do a refund if its the older screen type .

        • Rukiata on 26/01/2019 - 19:17
          -1

          and if they dont see anything wrong with it? because well it only shows in low light.

          • qwerty on 26/01/2019 - 19:53

            @Rukiata: Then contact http://experience.huawei.net.au/

            They have a mail in service , a phone service and a center in nsw

            If you have a problem that jbhifi cant see to them it will be look like change of mind with open box .

          • [Deactivated] on 27/01/2019 - 08:53
            +1

            @Rukiata: You're denying the entity that you're claiming a refund against the opportunity to diagnose the phone.

        • [Deactivated] on 27/01/2019 - 01:08

          Don't need an app to see the serial number.

          • qwerty on 28/01/2019 - 14:06

            @[Deactivated]: THE A and B serials the phone comes with are still having people get older screen with B serials

            You need an app to tell screen version

            https://www.reddit.com/r/Huawei/comments/a18lbn/help_find_ou…

            From what I have read on here and XDA the only way to tell is to open the box and install the Device HW app to check. My replacement was a BOE, but didnt have a way to see before opening. Then only thing I could tell before opening was approx when my phone was build based on serial #

      • bnebgnhunter on 27/01/2019 - 08:09
        +3

        Glue gate

        Where do people come up with this nonsense terminology

        I believe they are running a diagnostics app to work out if you have the BOE or LG OLED panel in the phone which yes a diagnostic tool will show based on the displays reporting information etc, once they work out what model / brand the screen is the appropriate action can be taken

        I’m still baffled as to why you went ahead with this phone when the “glue gate” or whatever the hell they wanna hype up was reported over 1.5 months ago, I am sure you did see the numerous threads about the bad batch of LG screens on XDA forums?

        Poor bonding is the issue and you will need to send the phone away to have it assessed and repaired / refunded although I was under the impression within 7 days you could exchange it and then the store needs to return for replacement / stock credit

        Tired of everything having “gate” attached to it with people having no idea there is a % of phones that exhibit issues

        I’m more amazed you had issues with this brand before and still went back, once bitten twice shy I’m afraid.

        The store does have the right to send the product away under consumer law for it to be checked by the repair agent but given it’s less than a week old is certainly stand my ground about a replacement if it was like that out of the box

        Can you see the fault / demonstrate to the store

        They are trying to help you from what your post shows and as others have indicated creating a gmail account / logging in to perform troubleshooting is something the store is entitled to do before replacement of the device

        I don’t see how they’re denying your rights , you’re just being difficult to deal with due to honesty buyers remorse for being stung by this brand again

  • Ughhh on 26/01/2019 - 17:01
    +2

    The seller has every right to determine the fault prior to refund/exchange, how do they know you didn't drop the phone, causing the issue?

    I thought they had something for change of mind even but still nothing.

    Don't assume. In addition, usually only applies if still in original condition.

    • follow on 26/01/2019 - 20:30

      Is the xr better? I would've said note 9

    • hmac on 26/01/2019 - 23:40

      walk away

    • fatal on 29/01/2019 - 14:23

      XR is objectively worse in every way. It's not even in the same league. Flagship Android vs "Budget iOS" phone.

      Sure this particular user has had an issue with theirs but it doesn't mean all Mate 20's have this issue.

  • El Grande on 26/01/2019 - 23:21

    It's a Huawei. What do you expect? Fork out for a Samsung if you want a reliable phone.

  • djorgio on 26/01/2019 - 23:25

    Cant Huawei help, get it replaced at least?

    https://consumer.huawei.com/au/support/

  • bnebgnhunter on 27/01/2019 - 08:19

    The fix is either a new panel replacement from BOE or the revised LG panel
    Numerous topics on it from XDA, unfortunately OLED suffer from this problem depending on the image displayed, it was resolved by changing whatever LG found in the first batch

    I had the pixel 3, wasn’t a bad phone but it had some strange flashing issues with the OLED, I sold it and went back to an iPhone 6s mainly for warranty peace of mind, the pixel 3 was flawless but I just couldn’t see that screen lasting 2-3 years, granted the pixel 3 warranty is also 12 months vs 24 months on the iPhone (I assume consumer law would apply to the pixel 3 too, but google and the hoops vs walking across the road to the apple store for an exchange / replacement / upgrade if they have no iPhone 6S plus stock left.) I took the caution and parted ways with the device, probably should of got a full refund but considering I lost nothing on the phone and ended up with the target 6s deal I was in front already anyway

    But the camera on the pixel 3, nothing compares to it, the quality was fantastic

  • Ivor on 27/01/2019 - 08:35

    I'd message JB Hifi via their webpage choosing the 'Customer Service/Complaint' option & take a disappointed, hope you can help resolve this approach to your message, & give them all the details including what you expected from the store. I took this approach once in the past & got a call real quick from the store bending over backwards to help & make sure I was happy, obviously after a call from head office..

    • [Deactivated] on 27/01/2019 - 09:01
      +6

      here, I'll write it. You can copy and paste.

      Dear JB team,

      I'm very disappointed. A while ago, I had the exact phone and it was faulty. After checking on forums, it is a widespread problem.

      A few days ago, I bought the same phone and it has the same problem. I'm very surprised.

      I went into the store where your manager was being difficult. He wanted to check the phone before proceeding further with my request.

      So disappoint,
      Badluck Brian

      • TheSmegger on 27/01/2019 - 11:41
        +1

        /end thread.

  • terrys on 27/01/2019 - 12:08

    "being difficult. He wanted to check the phone before proceeding f"

    Oh dear.

  • HeWhoKnows on 27/01/2019 - 14:31

    Whats a mate 20 pro?
    Maybe the guy in the store didnt even know

  • Seadog3172 on 27/01/2019 - 14:59

    Maybe contact Ausdroid and see if they can help you.
    https://ausdroid.net/2018/11/12/huawei-mate-20-pro-users-rep…

  • eggles01 on 27/01/2019 - 18:07

    CONTACT THE DEPT.FAIR TRADING / DEPT.CONSUMERS AFFAIR THEY WILL EITHER TAKE IT ON OR DIRECT YOU TO WHO CAN HELP YOU,,,
    ANOTHER THING YOU CAN POSSIBLY USE IS "THE CONSUMER WARRANTY"

    • whooah1979 on 27/01/2019 - 18:26

      "THE CONSUMER WARRANTY"

      What is this consumer warranty you speak of?

    • savage bargain on 28/01/2019 - 18:16

      LOUD NOISES

  • eggles01 on 27/01/2019 - 19:15

    Hi firstly the way I found out about it was I purchased a wagon from a car sale business,it was originally priced at $3000 and just before I paid for it the head salesman said that they will reduce to $2950, I later found there was repairs badly needed to make the roadworthy pass for registration transfer, by the lowering the price by that $50 there was no warranty or guarantee,I rang the car yard and asked him to either have it repaired or pay for the repairs,he refused so I contacted the dept Of Fair Trading and they told me to ask him about the Consumer Warranty 2 days later I found my request of a $600 had been returned to my account. everything has a life expectancy and it is more/longer than the warranty period that is given when you purchase that item,like you buy a tv with 12 months warranty a tv is expected to last around 5 yrs so if that tv breaks down 2yrs later,the shop will probably tell you the tv is out of warranty and most will offer to get it repaired at a cheap price for you but the expected life is at 5 yrs you then ask them about
    the consumer warranty,
    just google search "consumer warranty in Australia"
    in NSW we have the dept of fair trading (old consumers affairs)
    other states and territories may just still have the dept of consumer affairs,their contact details should be in your local phone books

    • Ughhh on 27/01/2019 - 21:11
      +1

      Different situation to ops. OP wants a refund without letting the seller check the problem.

  • Ronthecrypto on 28/01/2019 - 13:19

    why do you want to get a refund.
    tell them the item is faulty and see the options they offer.
    if they offer you new phone, take it and see if it gives the same problem, they will have to refund you.

  • lostn on 28/01/2019 - 13:31

    Give them your google account.

    If you've had the phone for 2 days and still don't have a google account connected, I wonder what you've been doing on the phone.

    • based on 28/01/2019 - 16:12

      OP probably wiped it before taking it back
      Dunno why the store wouldn't be able to provide an account to log in and check it with

  • bmerigan on 28/01/2019 - 18:58

    Why not book a repair with the manufacturer? You have a warranty right?
    JB didn't make kt.

Login or Join to leave a comment
Login Join