Help!! Brand New iPhone from Mobileciti Not New?!

JY1 on 13/10/2015 - 23:24
Last edited 13/10/2015 - 23:25

So I just bought a brand new Iphone from Mobileciti on ebay.

http://www.ebay.com.au/itm/Apple-iPhone-6-Plus-16GB-Gold-1-Y…

The Iphone I received came in oddly packaged:

  • the back of the Iphone box is missing a big label at the top
  • there seems to be something crossed out with a black marker under the clear plastic wrapping
  • the sim card eject tool seems to be loose inside when shaken

http://oi58.tinypic.com/doui46.jpg

http://oi58.tinypic.com/2i1owo1.jpg

http://oi60.tinypic.com/282gm4m.jpg

I then visited an Apple store, had one of the Genius scan the serial number at the back. I was told there is only 10 days of warranty left (24/Oct/2015) and the plastic wrapping doesn't look original. When I enter the IMEI on the Apple website it says the phone haven't been activated yet, so I guess the warranty information only shows up in the Apple system. I was advised by the Apple staff nothing can be done on their end as I didn't buy the phone directly from Apple.

I emailed Mobileciti today requesting a replacement. They replied saying this is not 'usual' and have forwarded the issue to their supplier. They are also "…unable to send you a replacement right now as it is from the same batch making the replacement pointless." They gave me a RMA number and asked me to return the phone in the meanwhile.

Any advise guys? Should I be paying for return postage to send the phone back?

Mobile

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Comments

  • ramb9 on 13/10/2015 - 23:36

    Did they change the listing? It says "Apple iPhone 6 Plus 16GB Gold (Demo Phone, Brand New Phone and Accessories, 1 Year Apple Warranty) - iPhone 6 isn’t simply bigger — it’s better in every way. Larger, yet dramatically thinner. More powerful, but remarkably power-efficient."

    • JY1 on 13/10/2015 - 23:41

      They did change the listing… the description had no mention of demo phone when I bought it.

      How it was before:
      "Apple iPhone 6 Plus 16GB Gold - iPhone 6 isn’t simply bigger — it’s better in every way. Larger, yet dramatically thinner. More powerful, but remarkably power-efficient."

      • ramb9 on 13/10/2015 - 23:42

        its funny, cause it still says Brand New phone after haha

        • JY1 on 13/10/2015 - 23:48

          At closer inspection, I think what's been crossed out says 'Demo - Not For Resale'

          Don't know when listing got changed, they sold another 12 phones after I bought mine.

          I hope no one else buys it and ends on my boat :(

        • iridiumstem on 13/10/2015 - 23:56

          @yeh: If you can get the listing from when you bought it and if it doesn't mention "demo unit", wouldn't you be able to escalate it to Paypal dispute on the basis of the product not being as described or talk to eBay about it?

        • JY1 on 14/10/2015 - 00:26

          @Oversimplified: ebay keeps a record of my purchases and it definitely doesn't mention "demo unit" anywhere.
          ebay's resolution centre only directs me to 'Request a return'?

        • iridiumstem on 14/10/2015 - 00:32

          @yeh: http://pages.ebay.com/help/sell/item-not-as-described.html

          If MobileCiti accepts return, they pay for the return and refund you the full amount.
          If they don't, eBay steps in. eBay acts as a judge. Since it's not as described, "a new device", wouldn't you be able to win anyways?

          Isn't that what you want?

  • QuickToThePointless on 13/10/2015 - 23:51

    Well thats good/ bad timing…TA currently has a deal from thses guys on the front page!

    • StewBalls on 14/10/2015 - 06:49

      It's indeed a sage reminder that regardless of who posts any deal, you should always perform your own due diligence with regard to the bona fides of the seller/product.

  • [Deactivated] on 14/10/2015 - 00:31
    +4

    that plastic wrapping is resealed, 100% not been sealed by apple.
    I used to do the same out the back when i worked at DSE.

  • newsynthetic on 14/10/2015 - 01:00

    Yeah, best to try refund,then get EBay and PayPal on them if it does not work out.

  • AMLagonda on 14/10/2015 - 01:03

    Yep not even worth opening it, looks dodgy resealed.

  • Ccrew on 14/10/2015 - 06:43

    I ordered the iPhone- same deal from Moileciti over the weekend and waiting for delivery. I will post comment when I get the iPhone. Sound very dodgy!!!!

  • StewBalls on 14/10/2015 - 06:51

    I'd be contacting eBay OP, just for your own peace of mind until it's resolved…this could easily be interpreted as product SNAD.

  • Store RepAHUANG @ Mobileciti on 14/10/2015 - 08:18

    Hi yeh

    Sorry we double checked with our apple au supplier this patch stock original planed for shop demo, phone never been sold to anyone or activate before, its still come with 1 year AU warranty as we mentioned before in our product desception. Apple site show 10 days global warranty, You should able to confirm warranty in the Apple Store (AU) or over the phone when you mention AU user.

    We agreed to accepted the return and provide full refund inc return postage.

    We have updated our product descrption to demo, sorry for the inconvenience.

    • regenade on 14/10/2015 - 10:22
      +3

      How about doing a good Customer Service and sending a prepaid paid return parcel to the OP and once you receive the phone, send a Brand New and Apple Sealed iPhone 6 (with full warranty) to the OP. The description when OP bought was brand new , it will cost you some bucks, but put that on for good CS and pass the costs to your supplier.

      Its so shady that when a well known seller takes stock from shady suppliers. This may have been demo stock but point is it was dodgy resealed to show up as Brand new sealed box. Didn't your shop or warehouse guys notice when they got the stock in hand from supplier. You guys have been handling phone for years, so no-one should have known better than you guys.

      Full refund incl return postage is alright. But after that providing the buyer with what he originally ordered is a step forward.

      • Ccrew on 14/10/2015 - 12:40
        +2

        Well said!!!
        As I am waiting my iPhone from Mobileciti I expect Mobileciti to provide me with brand new iPhone as discribe in eBay rather than refund if I receive demo iPhone.

    • Ikitasa on 14/10/2015 - 10:33
      +4

      "product desception" - typo? freudian slip? :)

    • A3Australia on 14/10/2015 - 12:45
      +2

      Sorry we double checked with our apple (sic) au (sic) supplier (sic) this (sic) patch (sic) stock original (sic) planed for (sic) shop demo, phone never been (sic) sold to anyone or activate (sic) before, its still come with 1 year AU warranty as we mentioned before in our product desception (sic - or a Freudian slip?). Apple site show 10 days global warranty, (sic) You should able to confirm warranty in the Apple Store (AU) or over the phone when you mention AU user.

      This does not make sense, and is quite simple untrue/false information.

      There is no "Global Warranty" for Apple iPhones.

      There is a 12 month warranty, which is valid in the country of first sale/supply.

      In this case, Apple Australia have already confirmed that there was 10 days of this warranty remaining at the time that the OP had it checked.

      The phone delivered to the OP was first supplied to the Australian Carrier Vodafone and was purchased by Vodafone AU on the 24th of October 2014.

      You appear to be confusing the Australian Consumer Guarantee with a manufacturers warranty?

      The Australian Consumer Guarantee covers items for at least two years, sometimes longer. This may be restricted to the original purchaser - I am not sure on this point. Other OzBargainers would be sure to know more about this point.

      Anyway, here is what I think you were trying to say.

      "Sorry we double checked with our Australian Apple supplier. This batch of stock was originally meant to be shop demo. phones that had never been sold to anyone, or activated. They still come with a 1 year AU warranty, as we mentioned before in our product description. The Apple site shows 10 days global warranty. You should be able to confirm warranty in an Apple Store, or over the phone when you mention you are an Australian buyer who purchased the phone in Australia."

      The above is still not true, but at least it is readable.

  • Ccrew on 14/10/2015 - 17:57
    +1

    I am still waiting for my iPhone order to arrive. I have a couple of questions to ask Mobileciti rep. We uncovered fraudulent activity in your supply chain according to your explanation. What action are taking to this fraudulent supplier? Repackaging-resealing used iPhones and sell them to public as brand new iPhones is fraudulent practice. To protect your reputation as a good seller,what are going to do? I don't think that just saying sorry and refunding is not enough to me.

    • Store RepAHUANG @ Mobileciti on 14/10/2015 - 22:26

      Hi Ccrew

      Let us know how you go when you received the stock.

  • A3Australia on 14/10/2015 - 19:13
    +1

    I am still waiting for my iPhone order to arrive. I have a couple of questions to ask Mobileciti rep. We uncovered fraudulent activity in your supply chain according to your explanation. What action are taking to this fraudulent supplier? Repackaging-resealing used iPhones and sell them to public as brand new iPhones is fraudulent practice. To protect your reputation as a good seller,what are going to do? I don't think that just saying sorry and refunding is not enough to me.

    This is a good point/question.

    There is also the question about why this seller is still falsely claiming these phones have a one year warranty remaining from Apple Australia.

    However, I think the bigger question is - are these stolen goods?

    They were marked "Demo - Not For Resale". One would think this would mean they should have been returned to VodaFone head office, or even to Apple, when no longer required for demonstration purposes.

    I doubt that VodaFone Australia supplied these phones to MobileCiti.

    • Store RepAHUANG @ Mobileciti on 14/10/2015 - 22:15
      -1

      Hi A3Australia

      We don't just make up warranty, we had check with Apple Australia over the phone. Any chance if we had provide the wrong information we always try to fix it

      Stolen goods(phone)? We only buy goods from local distributor/supplier with TAX Invoice, If you doubt with stock you had received, you can always check IMEI on AMTA website http://www.lost.amta.org.au/IMEI.

      We do also buy/resell demo stock when they not longer require for demo, we have shop demo/refurbish pre-owned phone selling in our store all the time with clearly mentioned demo in the title/description. Sorry if there any confusion or not clear enough, but I hope this is not fraudulent practice.

      • A3Australia on 15/10/2015 - 01:12

        We don't just make up warranty, we had check (sic) with Apple Australia over the phone. Any chance if we had provide (sic) the wrong information we always try to fix it

        I also checked with Apple Australia.

        What I stated is correct. What you are claiming is false. The OP also check in an Apple store.

        Stolen goods(phone)? We only buy goods from local…. supplier with TAX Invoice,

        So what? Are you claiming that it is not possible for your "supplier" to sell you stolen goods?

        If you doubt with stock you had received, you can always check IMEI on AMTA website http://www.lost.amta.org.au/IMEI.

        Don't be stupid! You have the stock. Not me. It is unlikely that Demonstration stock that should have been returned would have every IMEI number provided to the AMTA.

        We do also buy/resell demo stock when they not longer require for demo, we have shop demo/refurbish pre-owned phone selling in our store all the time with clearly mentioned demo in the title/description.

        YES your demo phones. Not almost 40 iPhone 6+ from Vodafone Australia that are marked as NOT FOR RESALE.

        Sorry if there any confusion or not clear enough, but I hope this is not fraudulent practice.

        Well it is. You are falsely claiming that these phone have a one year warranty remaining. They do not.

  • Store RepAHUANG @ Mobileciti on 15/10/2015 - 09:32

    Hi A3Australia

    I just called Apple support and Q care service center 0298914608 (Apple authotization repairer) confirm that Imei (354382060960188) provided by OP still got 9 days apple limited warranty + 12 Months ACL warranty which also covered by Apple store or Authorised repairer.

    OP got IMEI he can valid it at AMTA website.

    Stock was ship directly from apple AU distrutor warehouse, wont be possible stolen.

    Lots thing you still don't know, we still buying 100+ demo, cpo stock from local distributor everyday. I am sorry what you have believed are not true.

    We didn't claiming any fasely warranty, maybe lots other online did but definitely not us.

    • A3Australia on 15/10/2015 - 10:48
      +2

      I just called Apple support and Q care service center 0298914608 (Apple authotization repairer) confirm that Imei (354382060960188) provided by OP still got 9 days apple limited warranty + 12 Months ACL warranty which also covered by Apple store or Authorised repairer.

      I have called Apple Australia on 1300 321 456 and confirmed what I have already stated several times. There is NO APPLE WARRANTY FOR A FURTHER 12 MONTHS ON THESE PHONES.

      You, as a retailer, should know that the Australian Consumer Guarantee under Australia's Consumer Legislation (ACL) is just that, a guarantee - NOT A MANUFACTURERS WARRANTY.

      OP got IMEI he can valid it at AMTA website.

      Who cares. An iPhone can be stolen property without the IMEI being reported to the carrier and/or the AMTA. Please stop spouting the same crap.

      Stock was ship directly from apple AU distrutor warehouse, wont be possible stolen.

      As far as I know Apple do not have distributors in Australia. They have re-sellers such as the carriers, and stores such as Myer. etc.

      Lots thing you still don't know, we still buying 100+ demo, cpo stock from local distributor everyday. I am sorry what you have believed are not true.

      OK.

      We didn't claiming any fasely warranty, maybe lots other online did but definitely not us.

      YES YOU DID! Several times! You still are doing so.

      "1 Year Apple Warranty"
      "its still come with 1 year AU warranty as we mentioned before in our product desception"
      "12 Months(AU) Warranty"

      I note that you have not addressed the other core problems here.

      You initially advertised brand new iPhones, but delivered a year old phone that was a demonstration model. Are you going to replace this phone for the OP with a new phone?

      The phones were marked by Apple as "Not for resale". Why are they being re-sold?

      • Store RepAHUANG @ Mobileciti on 15/10/2015 - 12:03

        Hi A3Australia

        To make it clear ACL Warranty for Apple iPhone also covered by Manufactures(Apple AU).

        When I mention AMTA just OP and other people know this is not stolen stock, pls don't assume its stolen stock when you not sure, it can be make more confusion to the other people.

        Apple does have distributor who dispatching the stock to the local retailer(inc HN, JB, DS and OW etc…) everyday.

        Apple original planing this batch stock to be use for store demo, so labelled "Not for resale", since this model has been discontinue, no long require for demo purpose, distributor got permission to clear the stock and resale to the market, only the mistake was accidental booked in the stock under normal code.

        Again sorry for our mistake at first place and bring this confusion to the OP. Our customer service team already aware of this issue and start contacting people who may got same batch stock.

        • A3Australia on 15/10/2015 - 12:13
          +1

          Hi A3Australia

          Hi mobileciti. Please read my previous comment posted about 2 or 3 minutes before your comment.

          To make it clear ACL Warranty for Apple iPhone also covered by Manufactures(Apple AU).

          Please understand, the ACL as you call it IS NOT A WARRANTY. Stop calling it that. It is a guarantee of consumer rights.

          When I mention AMTA just OP and other people know this is not stolen stock, pls don't assume its stolen stock when you not sure, it can be make more confusion to the other people.

          I have clarified this in my previous comment.

          Apple does have distributor who dispatching the stock to the local retailer(inc HN, JB, DS and OW etc…) everyday.

          Ok, who is this firm? I know that they had one such distributor in the past who sent stock to Authorised Apple resellers and even to carrier stores.

          Apple original planing this batch stock to be use for store demo, so labelled "Not for resale", since this model has been discontinue, no long require for demo purpose, distributor got permission to clear the stock and resale to the market, only the mistake was accidental booked in the stock under normal code.

          Yes, again, please read my previous comment post.

          Again sorry for our mistake at first place and bring this confusion to the OP. Our customer service team already aware of this issue and start contacting people who may got same batch stock.

          Good. However, you still need to further edit the eBay listing to remove the Apple one year warranty claims. Just say that there will be one year of support from Apple because of the Australian Consumer Guarantee (or ACL) after the original Apple one year warranty expires.

  • A3Australia on 15/10/2015 - 12:01
    +2

    Hello, OP and Store Rep mobileciti and other OzBargainers,

    I just finished a long conversation with an Apple supervisor/manager in the USA. My call was transferred there after speaking with Australian Apple Support.

    These iPhones were supplied to Vodafone AU/NZ as in-store demonstrators. They originally had special demonstration software/frmware installed. After a year, and when VodaFone no longer require these phones, they are free to do what they want with them. They do not have to be returned to Apple.

    It appears that VodaFone restored the operating system, in order to remove the demo software, and then repacked the phones for sale.

    Apple don't know what happened after that. Perhaps VodaFone offered the phones to their dealers/re-sellers.

    Apple confirmed that these phones will be covered under the Australian Consumer Guarantee for a further one year after the original one year warranty expires. To be clear this is not the same as the Apple Warranty. However, it certainly offers some peace of mind.

    It is up to buyers to decide if the money saved, as compared to the cost of buying a brand new iPhone 6+, is worth the loss of one year of the guarantee.

    • Store RepAHUANG @ Mobileciti on 15/10/2015 - 12:14

      Hi A3Australia

      Appreciated for your clarification!

  • zakthebargainer on 11/12/2015 - 23:19

    Just got my iPhone 6 Plus delivered and its with complete 1 year warranty
    Thanks Mobileciti

  • Terrence on 01/04/2017 - 12:18

    Hi. I just bought a iPhone 7 plus from mobileciti eBay store and I pick up in store. On eBay website it state its brand new, unopened. When I picked it, it did cover by original plastic wrap, however, when I back home check it in detail before I open my it, the box definitely has been opened. It open really carefully by cutting the edge of the plastic and repack. Read the long conversations from above, I think I bought a same previous demo phone. So I check apple online warranty verification, it does has one year warranty.

    Here is the questions: if the phone is brand new, why the mobileciti open and repack it? Why it states brand new unopened on eBay store? Is it fraud to customer?

    • retiredfeline on 01/04/2017 - 12:25

      Have you asked them? Maybe they checked it was working before handing it over to you. You should have asked to see it working before accepting it anyway.

    • Store RepAHUANG @ Mobileciti on 01/04/2017 - 12:36

      Terrence

      Sorry to hear this, the iPhone 7 package plastic always precut on edge easy for open.
      can you PM your order detail / imei, I will investigate and get back to you.

      • Terrence on 01/04/2017 - 13:58

        Thanks for your reply. I will contact Apple Store first to confirm the warranty first.

        But I am not accepted you state that cut the edge for easy open. People buying the brand new phone, the sealed box means brand new. If it is broken that is not real brand new.

        • Store RepAHUANG @ Mobileciti on 01/04/2017 - 14:36

          You can check apple warranty status here, feel free to PM me if you need any help.

        • whooah1979 on 01/04/2017 - 14:41

          People buying the brand new phone, the sealed box means brand new. If it is broken that is not real brand new.

          Just take it back to the store for a refund if you're not happy.

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