Most Terrible KOGAN iPhone 11 Pro Max Pre-Order Experience

Kawaii on 16/10/2019 - 06:55
Last edited 18/10/2019 - 09:58 by 2 other users

I have ordered it and they say my iPhone dispatches at 15th of October but I haven’t seen any update on my item.
I’m the first few guys who pre-ordered it actually

I pre-ordered on the 23rd of Sep and got confirmation that my iPhone will be shipped out from the AU warehouse at the exact 15th OCT. (I paid on the first 10 minutes when pre-ordering becomes available)

On that afternoon I don't see any updates so I sent an email to ask what's going on, they answered today (after two days) saying there is a delay on stock arrival, the new estimated time will be 30th of OCT, why would I even buy an iPhone with almost one and half months of waiting time? by then you can normally just get a 10% or 15% off discount somewhere and I am buying to USE IT every day, that is really a nightmare to me.

In my opinion, if you Pre-Order something, especially being among the first few people who pre-ordered, you should get it on the arranged date exactly if not before, also they didn't send any explanations or apology to a customer who pre-ordered but hasn't got their order shipped.

Normally I won't use my iPhone more than a year and switch to the latest, I sold my old iPhone XS MAX and it's causing me huge trouble by not having a PHONE for so long, it has just made me phoneless for another month and I am really upset and angry about it.

Is there any way I can make a complaint about their terrible service? half a months of delay for a Premium Phone are not ACCEPTABLE, would ACCC even say anything about this?
They just keep on saying 'I can cancel the order for you', but they are the only one who's selling the HK version of iPhone, they don't even have a competitor, I still have to proceed the order with them.

And I never know if they lied to me about the stock, for example maybe they have sent other people some stock, some not, I would never know what's really going on on their side.

Without even a telephone service, how could a company like Kogan even SURVIVE in Australia? I'm really surprised this is one of the largest retailers in Australia.

I will never use their service ever again.

https://www.kogan.com/au/buy/apple-iphone-11-pro-max-512gb-m…

Actually, if you pre-order now, you will get it dispatched on the 29th of October,why do they even do pre-sale? it is TRULY A SCAM.

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Comments

  • jackinyourbox on 16/10/2019 - 08:22

    Did you order duck poo green colour? That’s the rare one

    • Kawaii on 16/10/2019 - 08:26

      Yes but I’m literally the first one who ordered it,
      I see the screen when it turns from ‘unavailable’ to ‘pre-sale’
      And paid immediately.

    • Kawaii on 16/10/2019 - 08:28

      Paid on 23th Sep in the morning

  • [Deactivated] on 16/10/2019 - 08:59
    +4

    Why would you order a new release iPhone from Kogan?

    • Kawaii on 16/10/2019 - 09:15

      I just did, don’t know

      • [Deactivated] on 16/10/2019 - 09:19
        +3

        Do you know they import, so if it is you will only 1 year warranty not the 2 years ACL warranty if Aussie model. No 14 day return either if it has a problem when you get it too.

        • Kawaii on 16/10/2019 - 09:20
          +2

          I know, I need the Hk version actually
          It’s dual SIM card instead of esim plus sim

        • Kawaii on 16/10/2019 - 09:20

          I always buy apple care so there is no worry for me

          • WreckTangle on 19/10/2019 - 21:21

            @Kawaii: Can you buy Au Applecare on a parallel import?

            • Kawaii on 19/10/2019 - 22:16

              @WreckTangle: yes I can, why not?

              • WreckTangle on 19/10/2019 - 22:41

                @Kawaii: Because Apple au doesn’t necessarily support non au iphones - don’t believe iPhone warranties are international and any issues you need to deal with kogan and not apple.

                I have read online that with a bit of effort you may be able to talk apple into applying applecare to a grey import, but its a hassle imho

                https://forums.whirlpool.net.au/archive/2648321

                • Kawaii on 19/10/2019 - 23:01

                  @WreckTangle: buy ApplCare+ HK, then it's international mate…. it's just an global insurance..

                • cloudy on 28/10/2019 - 14:35

                  @WreckTangle: That’s BS, my wife bought her iPhone 7 from Kogan, and when it just shit itself after 15 months they gave her a replacement.

  • Kawaii on 17/10/2019 - 02:15
    -1

    Still no updates

  • Kawaii on 17/10/2019 - 12:20
    -1

    OK, I'm really pissed with KOGAN!!!!!!!!!
    they tell me the iPhone I pre-ordered on 23th of Sep is delayed to dispatch at 30th Oct.

  • Kawaii on 17/10/2019 - 23:35
    Merged from Most Terrible KOGAN iPhone 11 Pro Max Pre-Order Experience, What Are They Doing?

    I pre-ordered on the 23rd of Sep and got confirmation that my iPhone will be shipped out from the AU warehouse at the exact 15th OCT. (I paid on the first 10 minutes when pre-ordering becomes available)

    On that afternoon I don't see any updates so I sent an email to ask what's going on, they answered today (after two days) saying there is a delay on stock arrival, the new estimated time will be 30th of OCT, why would I even buy an iPhone with almost one and half months of waiting time? by then you can normally just get a 10% or 15% off discount somewhere and I am buying to USE IT every day, that is really a nightmare to me.

    In my opinion, if you Pre-Order something, especially being among the first few people who pre-ordered, you should get it on the arranged date exactly if not before, also they didn't send any explanations or apology to a customer who pre-ordered but hasn't got their order shipped.

    Normally I won't use my iPhone more than a year and switch to the latest, I sold my old iPhone XS MAX and it's causing me huge trouble by not having a PHONE for so long, it has just made me phoneless for another month and I am really upset and angry about it.

    Is there any way I can make a complaint about their terrible service? half a months of delay for a Premium Phone are not ACCEPTABLE, would ACCC even say anything about this?
    They just keep on saying 'I can cancel the order for you', but they are the only one who's selling the HK version of iPhone, they don't even have a competitor, I still have to proceed the order with them.

    And I never know if they lied to me about the stock, for example maybe they have sent other people some stock, some not, I would never know what's really going on on their side.

    Without even a telephone service, how could a company like Kogan even SURVIVE in Australia? I'm really surprised this is one of the largest retailers in Australia.

    I will never use their service ever again.

    https://www.kogan.com/au/buy/apple-iphone-11-pro-max-512gb-m…

    Actually, if you pre-order now, you will get it dispatched on the 29th of October,why do they even do pre-sale? it is TRULY A SCAM.

    • brendanm on 17/10/2019 - 23:43
      +6

      Gets bad service from a company renowned for bad service. Colour me surprised. Why the hell would you even buy something like an iPhone from Kogan.

      • Kawaii on 17/10/2019 - 23:44
        +1

        I need iPhone dual SIM version(in other areas, they are nano SIM+ ESIM), that model is only available in China, HK and Macau.

        • brendanm on 17/10/2019 - 23:45
          +4

          Kogan are still renowned for terrible service. Also why on earth would you sell your phone before the new one arrived?

          • Kawaii on 17/10/2019 - 23:46
            +2

            @brendanm: I just did, I'm stupid..and I would never do that again.

            • brendanm on 17/10/2019 - 23:47

              @Kawaii: You've learnt two valuable lessons then. It's not a scam, you are getting your product.

              • Kawaii on 17/10/2019 - 23:49

                @brendanm: if you pre-order and get that later than someone who didn't, what would you think?
                is pre-sale a scam? YES

                • brendanm on 17/10/2019 - 23:50

                  @Kawaii: You can expect whatever you like, you haven't actually suffered a loss, so have no recourse.

                  • Kawaii on 17/10/2019 - 23:51
                    +2

                    @brendanm: Yes, that's true, 2 lessons learnt.
                    1. Never sell a phone before you have the new one.
                    2. Never shop Kogan.

        • HighAndDry on 18/10/2019 - 07:44
          +1

          If you're after a grey import, you really need to allow time for, you know, the import process.

    • CyberMurning on 17/10/2019 - 23:55
      +1

      That's Kogan for you

      • Kawaii on 18/10/2019 - 00:00
        -4

        Thank you! hope they close their business soon.

        • websterp on 18/10/2019 - 05:13

          Buying something from Kogan is like a gamble. Sometimes you win, most of the time you loose! In your case you found out that you've lost even before you received the phone but most buyers will figure out that they are up the s**t creek without a peddle if and when the product fails during warranty period.

          I can guarantee that you are not alone and there have been and always will be more buyers wanting to take that gamble so Kogan thrives instead of closing their business contrary to your wish.

    • Presence on 18/10/2019 - 07:06

      They just keep on saying 'I can cancel the order for you', but they are the only one who's selling the HK version of iPhone, they don't even have a competitor, I still have to proceed the order with them

      What else do you want?!

      They don't have them in stock, they can't do anything!!

    • Hithere on 18/10/2019 - 07:16

      One of the reasons why Kogan won a 2019 Shonky Award.

      • plmko on 18/10/2019 - 08:51

        Because of their returns process though, sales process is a different game but I suppose it says a lot about the attitude.

    • stickyfingers on 18/10/2019 - 07:56
      +1

      Don't know why OP is copping a bit of slack for this.
      Just because "it's Kogan", doesn't mean it's okay for them to provide subpar service.

      • [Deactivated] on 18/10/2019 - 08:23

        Its not OK but it is expected.
        They're cheap because they are shit.

      • ThithLord on 18/10/2019 - 09:28

        Yep. OzBargainers can be really toxic at times.

      • brendanm on 18/10/2019 - 14:42

        It's known that Kogan have shit service. It's akin to me complaining that my Macca's burger didn't have truffle on it, I already know Macca's makes horrible crap, but I bought it anyway.

        • stickyfingers on 18/10/2019 - 19:13

          But if you ordered a burger advertised with truffle for Maccas then you have a right to complain.

          • brendanm on 18/10/2019 - 19:15

            @stickyfingers: Do Kogan advertise as having good service and never having delays?

            Possibly a better situation would have been if I had seen the Macca's ad on tv, and expected my burger to look as it did on tv, not the thrown together slop I received. However, noone expects to get the burger they see on tv, as they know that's not what they are getting.

    • EightImmortals on 18/10/2019 - 08:34

      "I am buying to USE IT every day, that is really a nightmare to me."

      So what were you using before you placed the order?

      *edit, OK just read where you sold your old phone before getting the new one. lols mate.

    • Marcsie on 18/10/2019 - 09:12

      lol

    • Pootie Tang on 18/10/2019 - 09:12

      Why did you sell your phone before you had your new one?

  • Kawaii on 28/10/2019 - 12:41
    Merged from Kogan Sells Second Handed iPhone 11 Pro Max as BRAND NEW, What Should I Do Next?

    hi everyone,

    I've pre-ordered an iPhone 11 Pro Max from Kogan and I checked the serial number on Apple, found out it has already been activated two weeks ago,
    is that a fraud to sell a second-handed item as brand new? what can I do now?
    I'm already really disappointed with Kogan with the previous experience of pre-ordering let alone this.

    Now it seems they are selling me a second-handed device.

    There is a long scratch under the plastic wrap, this should not happen with a new phone unless they are selling re-packaged second-handed iPhone.
    I bought two iPhones, one from Good Guys, the plastic wrap is different, it doesn't look like it is in original packaging.

    Stop abusing, the main thing isn't about 'the scratch on the box' I listed it because I think it's impossible for a brand new box to be scratched under a undamaged plastic wrap, OK??? that is irrelevant, the main thing is, it is an activated iPhone.

    https://imgur.com/a/WTGOgcZ

    receipt picture:
    https://imgur.com/a/wFfxPbC

    • Skramit on 28/10/2019 - 12:45
      +8

      I'm gonna suggest something outrageous….. but maybe try contacting Kogan so you can return it for a replacement or a refund.

      • Kawaii on 28/10/2019 - 12:46
        -8

        It's been almost two months I don't have a decent phone to use, so I'm not returning it.

        • Skramit on 28/10/2019 - 12:48
          +5

          so I'm not returning it.

          So……… what do you expect Kogan to do then? Wave their magic wand and make the scratch disappear?

          Generally, the way defective goods are handled is by return/replacement or full refund. If you're expecting some sort of proportional cash back as compensation for the scratch then you're dreaming.

          • Kawaii on 28/10/2019 - 12:53
            -2

            @Skramit: maybe that's what you think, not what I think.
            selling a second-handed item as brand new is unacceptable to me, what about to you?

            • Skramit on 28/10/2019 - 12:55
              +3

              @Kawaii:

              selling a second-handed item as brand new is unacceptable to me, what about to you?

              100% agree.

              maybe that's what you think, not what I think.

              No seller is going to comp you cash for a scratch or because it was second hand. The way it works is (whether you like it or not) is you return the item for a refund or a replacement. If you don't want to return it then you're out of luck.

              They pulled a shifty on you hoping you wouldn't notice. But thankfully you did. So all you have to do is call them out on their shiftiness and get a refund and buy elsewhere.

              • Kawaii on 28/10/2019 - 12:58
                -4

                @Skramit: Hey, I hope next time you buy apple product, it's all activated, the scratch thing is potential evidence that it is selling second handed item, not the reason for returning.

                • Skramit on 28/10/2019 - 13:00
                  +3

                  @Kawaii: I would return it too if I found a brand new Apple I bought item had been previously activated.

                  If you don't want to return it (as per their policy), what do you expect to happen?

            • ngengerous on 28/10/2019 - 12:57
              +2

              @Kawaii: If you aren't returning the device, you're showing Kogan that it IS acceptable to you.

              • Kawaii on 28/10/2019 - 13:01

                @ngengerous: I'm willing to pay Kogan again the money and have an iPhone shipped to me, while I will be using this till it arrives and this one sent back.

                • Skramit on 28/10/2019 - 13:04

                  @Kawaii: Soooo….. what did Kogan support say when you asked them to do this?

            • cloudy on 28/10/2019 - 14:47

              @Kawaii: Sorry, but you do sound stupid.

              You buy a pre-release phone( ie a phone that isn’t on the market yet, it’s brand new model, there are no second hands available). You receive a phone that’s activated from Hk ( most likely to check if it’s all ok before sending to customer to avoid long delays in returns if not). Now you are saying you’ve received a used second hand phone ( when you know there are no second hand iPhone 11 Pro Maxs (it’s a brand new release).

              Or am I stupid and don’t understand the time line?

    • spackbace on 28/10/2019 - 12:49

      AU or import?

      Either it's a HK product, or it wasn't actually Kogan selling it, it was a Marketplace item.
      Like this one

      Kogan don't directly sell AU stock

      • Kawaii on 28/10/2019 - 12:59

        straightly sold by Kogan, mate.

    • whooah1979 on 28/10/2019 - 12:57
      +1

      There is a long scratch under the plastic wrap

      The box have a scratch from manual handling. Do you want them to repair or replace the box?

      • Kawaii on 28/10/2019 - 12:57

        the MAIN THING is that it is activated already.

      • spackbace on 28/10/2019 - 13:06

        Buyer's remorse much?! OP just wants money back for any reason, either the delay or this.

        • Kawaii on 28/10/2019 - 13:08

          no, I definitely want to keep this item if that's a brand new one.

    • Skramit on 28/10/2019 - 13:15

      I actually find it improbable that the phone was sent to another customer, activated on 15 Oct, returned, then reprocessed and sent to you. What day did you receive it? It's a very short time frame between 15 Oct to have posted it back to Kogan, for them to receive and process the return then re-shelve it for resale. Not impossible but just seems like a short time frame for all that to happen.

      I've not dealt with grey imports before but do they need to activate them for some reason??

      • Kawaii on 28/10/2019 - 13:18

        I received this phone Today, Kogan's initial 'stock leaving au warehouse to customer' day is 15th OCT.

        • Skramit on 28/10/2019 - 13:20
          +1

          Weird. I wonder if there's some bizarre reason they activate it at the warehouse so that if they get busted dodging GST or something they can claim its second hand?

          • Kawaii on 28/10/2019 - 13:20
            +1

            @Skramit: maybe, but all I ask is for them to extend the missing warranty.

    • Collies80 on 28/10/2019 - 13:33
      +1

      what do you want out of this?

      they could have given you a secondhand iPhone if it was previously activated but then to fix this they can either replace it entirely and you send it back or you contact them and ask for alternative arrangement such as the extended warranty if nothing is wrong with it and you are happy with the device.

      unless you send an email tonight at 10pm then threaten to sue them tomorrow morning

      • Kawaii on 28/10/2019 - 13:44

        But selling a second handed device for brand new is already wrong, I’m not asking for compensation at all, I just want a brand new device.

        • Collies80 on 28/10/2019 - 13:47

          I do find it weird how your dispatch date is the same at date of activation. Might be a grey import check for faults or something before they sent it off to try avoid shipping faulty devices if they had received a faulty batch or something? you would probably have to go fight this out with customer support but then you are probably going to have to return it and deal with the waiting time for shipping.

          edit: I can't imagine it would be that difficult to prove as you have photo evidence and I'm sure screenshots of shipping and stuff to back up that you didn't have the phone. Accusing them of selling second hand items and being rude may get a slow result but with your evidence if you just say you want to replace it with a new one then they shouldn't have an issue making up for their error

          • Kawaii on 28/10/2019 - 13:55

            @Collies80: They have officially delayed the dispatch date from 15th to 29th but then became 23rd which is a bit earlier.
            look at my previous post.

            • Collies80 on 28/10/2019 - 14:08

              @Kawaii: yeah cause they opened it on the 15th and then spent a few days repackaging it for you nicely

      • Kawaii on 28/10/2019 - 13:45

        Come what on?

    • [Deactivated] on 28/10/2019 - 13:55

      It's 2 weeks warranty, is it worth the drama if the phone is in as new working condition. Don't buy from Kogan again and use the experience to warn others. You will only have 12 months warranty anyway, import warranty.
      They are not apple they wont send you a new one and let you use this one till it arrive, not a chance in hell.

      • Kawaii on 28/10/2019 - 13:56

        I am buying apple care, so it doesn't actually 'influence' me much.
        but I'm UNHAPPY with a second-handed device.

        • [Deactivated] on 28/10/2019 - 13:58

          2 weeks for all the drama, is it as new and working as new, the phone i mean not the box? ;) I'd be peeved to but then i would never buy a iPhone new model from them.

      • Kawaii on 28/10/2019 - 13:57

        It won't be an issue if this phone is fine, I personally can 'accept' that because I have to use it
        but 'selling 2nd handed phone' as brand new is not acceptable.

        • brendanm on 28/10/2019 - 14:39
          +1

          Allegedly second hand. Hasn't it only been out 5 minutes, seems odd theyd have a used one to send.

          • cloudy on 28/10/2019 - 14:51

            @brendanm: It takes weeks if not months for someone to use a phone, return it as defective and have it refurbished to be sold/provided as replacements. So I doubt of it being second hand since it’s a new release product.

            • brendanm on 28/10/2019 - 14:59

              @cloudy: Exactly.

              • Kawaii on 28/10/2019 - 15:03

                @brendanm: So are you happy to buy an apple product full price that is already activated

                • brendanm on 28/10/2019 - 15:43

                  @Kawaii: I don't buy Apple products full stop. I simply fail to see how such a new product could possibly be used, repackaged and resold. However my advice from the previous thread still stands, you bought from Kogan, you knew you were getting shit. Want a new one, send it back.

                • cloudy on 28/10/2019 - 20:49

                  @Kawaii: what do you mean by activated?

                  Is it signed in somsone elses name? Does it have pics already taken in the photos?

                  I don't understand, if not, it appears to be a new phone

    • [Deactivated] on 28/10/2019 - 14:09

      2 choices, send it back and buy somewhere else or keep it, its not rocket science.

      • unco on 28/10/2019 - 14:15
        +2

        its not rocket science

        But
        WesleyNZ+(Kogan x iPhone Preorder)/"I'm not returning it" = UselessThread right?

  • whooah1979 on 28/10/2019 - 14:57

    This thread is confusing. Op has a problem with the good, but doesn't want to return it for a refund or a replacement. What else is there?

    • Kawaii on 28/10/2019 - 15:03

      I want to return it… read above

    • Kawaii on 28/10/2019 - 15:05

      I want to return it as long as I have device to use
      I will pay the same amount of money for them to ship me a brand new iPhone,
      When this brand new iPhone arrives I will send back the 2 weeks early activated iPhone back.
      It’s not that I don’t return it, it’s causing me trouble
      Please read and suggest rather than doing this

      • whooah1979 on 28/10/2019 - 16:29

        The retailer isn't going to lend you handset while they sent a replacement.

      • whooah1979 on 28/10/2019 - 16:32

        Do the right thing and open a dispute. Return the one you have back and they'll either issue a refund or ship a new replacement.

  • Kawaii on 28/10/2019 - 17:39

    Kogan actually answered like this:
    If you are requesting for a replacement you are getting the same phone
    Hahahahaha what the heck ????

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