Trouble with JB Hi-Fi - Phone Warranty Claim

Ash-Say on 11/01/2020 - 18:38
Last edited 11/01/2020 - 20:28 by 1 other user

I purchased Xiaomi Mi Mix 3 from JB Hifi in last week of November. The screen started having wobbly display 2 weeks ago and the issue became worst last week where the phone was doing it after every 15 to 20 min (see pics below)

https://files.ozbargain.com.au/upload/82858/76213/img_0804.j…
https://files.ozbargain.com.au/upload/82858/76212/img_0803.j…
https://files.ozbargain.com.au/upload/82858/76211/img_0802.j…
https://files.ozbargain.com.au/upload/82858/76210/img_0801.j…
https://files.ozbargain.com.au/upload/82858/76214/img_0806.j…

I took phone to JB Hifi who gave me a phone number of Xiaomi Australia and asked me to seek RMA from them. I spoke with Xiaomi over the phone who stated it was just general enquiry phone number and asked me to send an email to [email protected]. I sent an email straight away including pictures of issue and tax invoice of purchase however yet to hear from them despite of repeated follow up. I spoke with JB Hifi's Manager this week who stated he can't help and I would need to reach out to Xiaomi.

I was under the impression that the seller is responsible for a replacement/refund rather than asking the buyer to seek remedy from the manufacturer.

Can someone please guide me how to resolve this matter?

ps: I have already done factory reset but it didn't make a difference.

Mobile Mobile Phone Xiaomi Android

Related Stores

JB Hi-Fi
JB Hi-Fi

Comments

  • WoodYouLikeSomeCash on 11/01/2020 - 18:40
    -7

    Fill this in and it should be resolved pretty quickly…

  • Mechz on 11/01/2020 - 18:43
    +2

    Put a post on their public Facebook page. Should get some fast results.

  • mbck on 11/01/2020 - 19:11
    +7

    Yeh jb should be fixing this.

  • c64 on 11/01/2020 - 19:14
    +6

    jb are responsible for sorting it out

    and lol you see ads on your phone

    • Ash-Say on 11/01/2020 - 19:32

      Yes a lot of unwanted Ads :( Any way to block them?

      • whooah1979 on 11/01/2020 - 23:42

        Don’t buy Xiaomi handsets.

  • Ocker on 11/01/2020 - 19:32
    +5

    Your contract, in this case a contract to purchase, is between yourself and JB. As such it is the responsibility of JB to rectify any issues under said contract. They cannot flick their responsibility to the manufacturer/distributor

    • Ash-Say on 11/01/2020 - 19:33

      I will go tomorrow and have a chat.

      Am I entitled to brand new or refurbished as a replacement?

      • xuqi on 12/01/2020 - 00:18

        That's up to the manufacturer. Under ACL they can choose the remedy.

        If the failure was in the first week or two, I would be pushing for replacement then & there. A couple of months later and its different story.

        Be nice to the person you speak with, as some retailers may choose to replace anyway. I've taken in a failed 6 months old Samsung tablet back to HN, and had it replaced on the spot by the owner/manager.

        JB are definitely responsible and were out of order in refusing to facilitate RMA.

  • Stone Monkey on 11/01/2020 - 19:44
    +6

    Speak to JB Hifi again and remind them of their responsibilities under Australian Consumer Law.
    You can refer to this recent press release from the ACCC as a reference.

    https://www.accc.gov.au/media-release/target-will-address-cu…

    • Ash-Say on 11/01/2020 - 19:51

      Thanks that's very helpful.

      I believe it's a major fault in my case. Can I ask for a brand new replacement to be provided on a spot or they will have to send phone to Xiaomi for an assessment if JB hi-fi agrees to assist me?

      • Mechz on 11/01/2020 - 19:54

        Brand new replacement as the phone is quite new.

        • pais on 11/01/2020 - 20:23

          They will need to still send it off for assessment; the problem is intermittent, as OP says.

      • Stone Monkey on 11/01/2020 - 20:10
        +1

        They will still have to assess and diagnose the problem with the phone, but if you believe it to be a major fault then ask for it to be replaced and not just repaired.

  • obit11 on 11/01/2020 - 20:25

    I just checked then, Officeworks doesn't seem to have a repairer for them either. I'll see if I can find any.

  • Sinful on 11/01/2020 - 21:53

    Professor who?!

    JB is responsible, escalate to fair trading.

  • Pumpkin_rrr on 12/01/2020 - 08:41

    I'd say JB is responsible.
    2 years ago I bought Samsung mobile from Harvey Norman and it became faulty. Spoke to HN and they checked then replaced for me. I was never asked to call Samsung….

  • OpayuOnam on 12/01/2020 - 18:30

    Some JB staff are notorious for fobbing off issues to manufacturer (illegally), you just need to know your rights and remind them of their legal obligation and they will quickly remember what they have to do.

  • Any thing on 13/01/2020 - 06:51

    “ Some goods may fail to meet one or more of the consumer guarantees due to a manufacturing defect or issue that would otherwise be the manufacturers fault. The consumer can ask the seller to provide a remedy, and the seller is required by law to oblige.”
    I copied this straight from the ACCC website. It’s pretty straight forward, JB HI-FI are required by law to provide a remedy to you. If you approach them again maybe have this link ready https://www.accc.gov.au/business/treating-customers-fairly/c… as it mentions that sellers are not to try palm consumers off to the manufacturer.

  • Ash-Say on 13/01/2020 - 07:32

    Update:

    I visited JB hi-fi which was showing stock however they came up with another excuse stating that IMEI was not on the receipt so they can't offer remedy and I would have go back to the store from where I originally purchased it. I argued that the store didn't have any stock and therefore I came to them. They could easily ring them and get receipt fixed however they didn't cooperate.

    Anyways I went back to the store from I originally purchased and this time new Manager served me. He was very apologetic and confirmed that the staff who referred me to Xiaomi was wrong as they usually replace the phone if the fault is identified within 90 days. I was provided with new replacement phone without any issue. This was the store where no stock was showing online.

    Learn learnt: JB hi-fi is pretty bad when it comes to warranty claim as they try to make you run around. That said, it also depends on the person who serves you.

    • Mikinoz on 17/01/2020 - 21:49

      Actually they are pretty good for warranty claims. you were unlucky

Login or Join to leave a comment
Login Join