Advice on Lemon iPhone XR

eatwell365 on 20/07/2019 - 07:26
Last edited 20/07/2019 - 09:25 by 1 other user

Bought iPhone XR for $1200+ 2 weeks ago from JB HiFi.

unboxed and transfer across from iphone 7 last week.
After only a day or two, notice screen display frozen and need hard reset.
Phone calls come in and couldn’t swipe and pick up.
Sometimes no even touch the screen, letters will be entered in a message.

Bought it back to JB. JB says see Apple. iPhone only has 3 days grace period for exchange for a new phone.
Went apple. Apple says go back to JB or will fix screen under warranty.
Told it’s likely to be multiple touch sensor issue but won’t put on writing.
Said it is not a major issue to exchange a new phone.

What is the right of a customer on this?
I am honestly disappointed with Apple. Think iPhone has gone down hill wi5hout Steve.

Mobile Apple Mobile Phone

Comments

  • [Deactivated] on 20/07/2019 - 07:36
    +3

    I don’t think your comment about a 3 day grace period on exchanges is correct. I have had a faulty phone swapped in store for a brand new one well beyond this.

    Did you take it to an Apple Store or a reseller? I suggest taking to an Apple Store and explain you’re disappointed with the product. If you have really only had it for 2 weeks from my experience they will offer a replacement or a refund.

  • Okayy on 20/07/2019 - 07:41
    +3

    Apple store exchanges those. I’ve had mine done 2 times.

  • jiberz on 20/07/2019 - 08:33
    +4

    Pretty sure under your consumer guarantees you can return to either. Major defect would entitle you to refund or replacement. Not being able to answer a phone would be considered a major defect because the whole point is for phone calls?

    • xoom on 20/07/2019 - 08:55
      +1

      What… you can use a mobile phone for making phones. Outrageous.

      Who ever heard of this preposterous claims.

      I though mobile phones were for internet stuff life Facebook, Twitter and Instagram.

      /s

      • jjjaar on 20/07/2019 - 09:17

        /s

        You say that but it’s actually pretty true. I wouldn’t be surprised if many people legitimately thought this, and not just sarcastically. I would say the majority of phones these days are used for calls less than 10% of the time.

      • Tee Rex Arms on 20/07/2019 - 15:38
        +1

        Your sarcastic comment probably would’ve been better if you’d actually used the right word in your sentence Xoom…

  • brad1-8tsi on 20/07/2019 - 09:48
    +7

    The 3 day period will be something made up by a store manager that doesn't understand consumer rights.

    Ask them where it says in writing in company policy that this is the case.

    Or cut out the middleman and ring JB HiFi Head oFFice.

    They sold it. Your contract is with them. They provide the warranty.

    • Mrbean007 on 21/07/2019 - 12:23
      +1

      As above had a similar issue with a iPad 3 days into using it noticed a line thru screen took it back to bigw they told have to go to Apple store same day went there they told me they only give refurbished iPads.

      They told me to go back to bigw to get a replacement or refund under consumer rights rang bigw store while I was at the Apple store told them the situation then they asked me to come back and they will replace it.

  • smartazz104 on 20/07/2019 - 11:54

    Steve was around for Antennagate, but anyway… take it to an Apple store. Have you tried setting it up as a new phone? Could be your backup.

  • hypie on 20/07/2019 - 12:56
    +3

    Hi.

    JB Hi-Fi repair/replacement obligations and your rights are outlined in this document: https://www.jbhifi.com.au/Documents/Consumer%20Warranties%20…

    Any item over $1000 has a minimum 6 months replacement guarantee for manufacturing faults.

    JB HI-FI or the manufacturer will determine, at no cost to the customer,
    whether the product is faulty and the cause of the fault within a
    reasonable time frame. In the event of a fault and if the product is
    determined faulty through no fault of the customer, then the customer
    can request an exchange or refund of the original purchase price.
    Alternatively, customers can request repair free of charge in accordance
    with the manufacturers warranty. If the product is a Big & Bulky product
    (i.e. white goods, large/fixed kitchen goods and certain TVs), then if
    possible, JB Hi-Fi will organise with the manufacturer to repair the
    product at your premises because this is generally the most convenient
    remedy. If you are not satisfied with this remedy, see the blue section
    below for seeking a remedy under the ACL.

    To answer your question. The JB Hi-Fi manager is trying to offload this problem to Apple. Apple is still responsible to repair or replace this item under consumer law. However you are also covered through JB Hi-Fi as this is who your contract is with. You can request an exchange or refund of the original purchase price. Ask him for a blue booklet and then ask him to read what the booklet says about your rights.

    Please be aware that physical damage leading to a fault and change of mind is not covered by consumer law.

    p.s. Don't quote me on this but it was a thing years ago. The manager is probably referring to the 3 day DOA (dead on arrival) period that JB Hi-Fi is provided by Apple. This probably means that JB will have to send that phone to apple for repair, once repaired they will receive the phone back from Apple and will need to sell it as ex repair. It would be easier to go through Apple. However you have no obligation to do this as your contract is with JB Hi-Fi.

    • tobi on 21/07/2019 - 23:45

      "Any item over $1000 has a minimum 6 months replacement guarantee for manufacturing faults."

      Apple products are the oddity and this will be the case for as long as Apple sells dongles.

      "once repaired they will receive the phone back from Apple and will need to sell it as ex repair."

      This would absolutely never happen

  • tobi on 20/07/2019 - 13:11
    +4

    Hey JB hifi AMA guy here

    Mobile phones are treated quite oddly at JB, Samsung phones have a certain number of days and other brands have their own DOA period ranging from 30 to 90, Apple actually has the 3 days mentioned. I’ve had this with a few customers and swapped it straight away. After the 3 days JB has to send it to apple to get it sorted out, I believe this is an arrangement more so to suit apples preferences than what JB wants. I'm not 100% sure.

    There was one time I had signed up a friend to a telstra byo contract and it was about 3 or 4 weeks later it kept restarting. He brought it in and sure enough we could get it sorted through jb but it would be 100% faster to go through Apple.

    I went with him on my day off and they replaced it on the spot.

    Apple 100% needs to replace the phone/repair the phone.

  • vinni9284 on 20/07/2019 - 13:39
    +1

    1 - Go back to JB and demand to get it fixed. Let them send it away for you.
    2 - Find out what the issue is. For example, if it is a logic/motherboard or something major, don't accept it. Even if they want to repair it for you.
    3 - Push for a refund. if point 2 is true.
    4 - Get refund. Push for store Manager to refund you.
    5 - Buy another iPhone that actually works brand new and not accept refurb/repaired crap, esp after $1200 has been spent and after owning it for a measly 2 weeks!

    This happened to me over a Samsung Note 8 after owning it for under 6 months. It's not an iPhone but same shit different smell.

    Don't accept their rubbish crappy excuse as you paid $1200 for a dud!!
    It is not up to you to do all the logistics and dance/run around for them.
    Too many handballs!!

    PS: My experience with JB over a few issues has always been handled well with a good outcome.

    I reckon you will get a replacement.

    Good luck

    Cheers

  • srhardy on 21/07/2019 - 07:54
    +1

    WOW. Makes me feel a little better about taking a chance on an 128gb XR used for $750, been ticking along nicley now for months but I checked it was covered under apple warranty online so had POM for over another six months at least, longer if my past experience with apple repair and replace warranty is anything to go by!

    Ive done insta seaps for apple refirb, they are almost always new without the box and even if rejueved they are as good as new so dont be a (profanity) and swap first chance you get and get on with life and enjoy the XR as its the best phone! I got hooked on face ID fast…

    • [Deactivated] on 21/07/2019 - 18:34

      Good score, we have 2 64gb I got new off gumtree for $700 each this year, I agree great phone especially at our prices :)

  • Donatello on 21/07/2019 - 11:59
    +1

    Which JB store did this occur?

  • HeWhoKnows on 21/07/2019 - 21:41
    +1

    OP was sold a faulty product and has a right to return it to JB HiFi (the seller/retailer) for a full refund or exchange for a new one.

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