Received Faulty Refurbished Phone from Mobileciti - They Will Only Replace if I Agree to Their Terms

Lliam23 on 15/04/2023 - 16:33

I bought a refurbished "As New" Pixel 2 XL from Mobileciti and the volume buttons felt a bit stiff, then got progressively worse over the next few weeks until one of the volume buttons stopped working completely. I contacted them within their "30 Day - Defective Product Policy" and sent it back, but now they're saying it's physical damage. They said they would send a replacement "out of courtesy under the condition that if the fault is to happen again, it would be treated as physical damage and would therefore void the warranty" but only if I agree to those terms and conditions.

I still don't understand how they can claim it's physical damage. It arrived with a defect that worsened. I had it in a case and never damaged it in any way. The buttons itself look visually perfect and I have photos as well to show that.

They offer a 30 day defective product policy and a 12 months warranty for their refurbished phones. I was claiming this under the defective product policy, not through warranty. What if they send me another defective product? Can they really just claim physical damage and refuse warranty in the future if they were to send me another defective phone? If I agree and this happens again what are my options legally?

This situation has put me off buying from Mobileciti in the future.

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Comments

  • bobbified on 15/04/2023 - 17:03
    +2

    Sounds like there's something (like dust) stuck underneath the button. You probably should've raised the issue before when you originally received it.

    Just accept their offer (and terms) and deal with it if the same defect occurs later (chances of that is quite low, unless it's a known common defect for that phone).

    • liam23 on 15/04/2023 - 18:17
      +2

      I did try to check for dust and clean it as part of Mobileciti's troubleshooting before sending it back. I didn't originally know it was a fault since buttons feel different depending on the phone. Just because the buttons didn't feel as responsive as I expected didn't mean I automatically would assume it was a fault.

  • onceupon8 on 15/04/2023 - 17:06
    +2

    Your lesson for the future: if you receive something that is possibly faulty/damaged, send an email straight away to advise. Even if you think the item is probably OK and you intend to keep it and use it, send the email just in case. If you contact them weeks later, no one knows if you're telling the truth or not.

    • liam23 on 15/04/2023 - 18:19
      +4

      They have a 30 day defective product policy. I contacted them as soon as I was aware it was a fault and not just a quirk of the phone.

  • Surfsalot on 15/04/2023 - 19:51
    +1

    Wouldn’t of been refurbished, checked over and wiped clean lol

  • USER DC on 15/04/2023 - 20:29
    +2

    insist on refund, and then buy new one again

  • Nillionaire on 17/04/2023 - 00:54

    You shouldn't have bought a refurbished phone from them. Mobileciti also sell brand new Pixel 2 XLs and you should've paid the $50 more for it. If you're looking for refurbished phones in general, I'd recommend Reebelo. They main business is refurbished products unlike mobileciti, they have better customer service in my opinion, and their website is way better.

  • Chris Topher on 17/04/2023 - 10:49

    When you get it sorted by demanding a refund, forget them and go to ozmobile.

    Great support, I have bought 4 mobiles over the years, went for demo phones if possible, had one with battery issue which where a new battery was in the mail the day I reported it.

    Do yourself a favour :-)

    I am NOT associated, just a happy customer of many years.

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