Officeworks Return Policy iPhone 11 - Screen defect

mecusherb on 02/01/2021 - 17:31
Last edited 04/01/2021 - 15:34 by 1 other user

I noticed the lower part of my iPhone 11 purchased on the 14/12 has purple blotches on the screen.

Went back in store where I bought it from and they looked at it and said it wasn't right either. HOWEVER, I fell outside some kind of 2 week apple window for exchange by 3 days and now the only solution they state is to have it sent off for a repair. I'm returning tomorrow as I needed everything that was also in the original box.

Whilst I understand return policies are written to have disclaimers about "Well, we can do what we want anyway" there's nothing on there site about apple products having different rules to their 30 day standard return policy nor is there anything listed if you go into that product and buy it online.

Am I backed into a corner here or should I push them a bit harder when I go back tomorrow.

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Comments

  • jjjaar on 02/01/2021 - 17:36
    +5

    Either push them harder or contact Apple directly.

    • mecusherb on 02/01/2021 - 17:46
      +1

      Would you just go into an apple store. I'm in Melbourne so could visit highpoint tomorrow.

      • Hybroid on 02/01/2021 - 18:58
        +2

        Yes, book a service slot and pop in. They'll replace it on the spot.

        Much better than getting Officeworks to send it off.

        • resubaehtgnolhcs on 02/01/2021 - 20:33

          don't they replace it with a refurbished one? If so, bit harsh for a 3 week old iPhone!

          • brokenglish on 03/01/2021 - 16:12

            @resubaehtgnolhcs: Doesn’t matter as long as it works and the warranty continues. OP bought a brand new one and look what happened. It’s a matter of perspective.

  • OverburdenedWarrior on 02/01/2021 - 17:43
    +4

    The issue with dealing directly with Apple is that if they decide to replace rather than repair the device, their "replacements" are manufacturer refurbished models (also known as the "brown box specials". That might not be what you'd want considering you've only just purchased the phone. I'd definitely try and push for an in-store replacement, considering you're only just outside that return window. Otherwise, you'll probably find it faster to deal with Apple directly through the genius bar for the repair/replacement.

    • [Deactivated] on 02/01/2021 - 18:44

      You mean white box

      • OverburdenedWarrior on 02/01/2021 - 18:49

        Are they white now? It's been a while since I've been to the genius bar.

        • Hybroid on 02/01/2021 - 18:58

          They're still effectively brand new units with carry over warranty. Zero difference whatsoever.

          • resubaehtgnolhcs on 02/01/2021 - 20:41

            @Hybroid:

            They're still effectively brand new units

            Not necessarily, it could be a phone that's been used for 12 months (it is an iPhone 11 after all) and could have minor blemishes. Again, harsh if your original phone was only 3 weeks old! Granted your warranty does carry over with the rpelacement phone.

            • Hybroid on 02/01/2021 - 21:26

              @resubaehtgnolhcs: You should be getting any blemishes on Apple refurb products. They are like new condition and get new outer shells & batteries installed if there are any blemishes.

            • keegs on 02/01/2021 - 23:42

              @resubaehtgnolhcs: This is wrong. They're new units. They open the retail white boxes in front of you and peel off the plastic wrap.

        • [Deactivated] on 02/01/2021 - 19:02

          Yes, got a 7 replaced before Xmas. Would be years since brown.

  • xuqi on 02/01/2021 - 17:46
    +1

    Purple blotches manifest when OLED screens sustain physical damage(impact/drop).

    You may also find them growing over time. Best to have Apple look at asap. If it's a manufacturing fault they'll replace it.

    • mecusherb on 02/01/2021 - 17:48

      I asked above but would you just visit an apple store?

      • ThithLord on 02/01/2021 - 18:08
        +1

        They'll replace it on the spot

      • xuqi on 02/01/2021 - 18:11

        As it's so close to initial purchase, I would walk in the store and try to have it replaced on the spot. Making an appointment will take time…

      • bmerigan on 02/01/2021 - 22:33

        Yes. With your receipt of course.

    • [Deactivated] on 02/01/2021 - 18:44
      +2

      11 is a lcd screen lol.

  • WookieMonster on 02/01/2021 - 18:54

    I fell outside some kind of 2 week apple window for exchange

    What? That doesn’t make sense, because the policy I think you’re referring to only applies to undamaged iPhones.

    Officeworks probably would have sent the phone to Apple or an AASP for repairs anyway, so I’m not sure why they mentioned a two week window for exchange.

    ———-

    Personally, I would go to the Apple store (as long as it is convenient for you), as it will probably take much less time to have it repaired through Apple than if you got Officeworks to sort it out.

    Keep in mind that if Apple determines that only the screen has a manufacturing defect, they may only book your phone in for a repair and you’ll have to wait for them to repair the device. However, if there is a are also manufacturing defects with the motherboard or other parts of the device, they’re far more likely to opt for a full device replacement. You could try and push for a full device replacement if only your screen is defective, but I doubt you’ll get far.

    I also wouldn’t be too concerned if they do a full device replacement; sure, your replacement device will be refurbished, but Australian consumer law coverage resets on your replacement device.

    • trex on 02/01/2021 - 22:54

      Australian consumer law coverage resets on your replacement device

      Are you sure?(read OP's reply from ACCC)

      • WookieMonster on 03/01/2021 - 09:54

        Yes, I am very sure.

        I had an iPad with original purchase date of late 2013…

        • It was replaced in July 2015 free of charge under ACL due to a defective LCD.
        • it was replaced again in July 2017 free of charge under ACL a due to a different LCD defect.

        Apple staff specifically told me in 2015 that iPad replacement devices come with their own guarantees under consumer law, so Apple will guarantee them for a minimum of 24 months.

        I know from personal experience other companies (e.g. Sony) are not so generous and will only have a replacement device be covered for the original warranty period.

        • trex on 03/01/2021 - 11:21

          From my link “it is up to the manufacturer to reset the warranty or to continue with the original warranty”

          Apple is the most generous of the bunch and as you said, other companies are not so generous which means resetting of warranty is based on their discretion/policy so it is not under ACL. If under ACL they can’t choose to be not so generous.

  • [Deactivated] on 02/01/2021 - 19:04
    +2

    3 days I would be blowing up big time, they’d have to drag me out screaming lol. Stick it up em Op.

  • Drakesy on 02/01/2021 - 19:24
    +1

    Yep sounds like it may be accidental damage/pressure on the screen.
    Wouldn't deal with Officeworks, would take it straight to apple rather than wait for Officeworks to talk to Apple only to tell you it's in/outside warranty.

  • holdenmg on 02/01/2021 - 19:31

    Was the iPhone 11 new or Officeworks opened/demo stock?

    Did you opt for the Accidental Damage, Accidental Loss and Theft Plan from Officeworks?

  • Tee Rex Arms on 02/01/2021 - 19:35
    +5

    User error - dropped phone.

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