Quality Deals (QD_AU eBay Store) Warranty

elektron on 07/10/2016 - 12:39

I bought my Sony Xperia Z5 Compact (a gem of a phone by the way) from them about a year ago - it's still under warranty but just barely.

Last week it stopped charging. I suspect that it's the micro-USB port, rather than the (non-removable) battery.

I emailed them explaining the issue in detail and requesting an RMA number. I got a response a few days later saying that they're inundated with warranty claims (with a special mention of the to the LG G4 bootloop issue) and short-staffed. They also included a standard list of questions, which completely ignored the information I already provided - e.g. asking whether I'd tried performing a factory reset (…on a phone with a flat battery) or got it we (nevermind that it's waterproof).

I diligently responded all questions yesterday and at this point my expectation is that it'll take them another few days to respond (especially considering that it's already Friday afternoon), and if I'm lucky I'll have the RMA number and shipping instructions this time.

My warranty expires in exactly a week, so needless to say I'm getting very nervous.

Has anyone had experience dealing with their warranty service other than for a very common and well-documented issue such as the LG bootloop, which is difficult for them to get out of? How did you find it the service?

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Comments

  • spackbace on 07/10/2016 - 12:42
    -2

    They're grey import phones, how do you know you have a warranty 1 year later?

    Taken from a current listing:

    1 months local store warranty in Australia (for "Brand New" items)*
    30 days store warranty (for items in all other conditions including "New: Never Used")*

    • Items can be returned to Sydney for repair services for your peace of mind
    • Warranty covers manufacture defects
    • Warranty does NOT cover errors caused by improper usage of the product out of its limitations and/or intended purposes
    • Buyers do not require any warranty documentations when claiming warranty
    • Buyers pay for return postage
    • elektron on 07/10/2016 - 12:45

      I wouldn't have bought it if it didn't come with a 12 month warranty:

      All electronic products carries a 12 months repair warranty against manufacture defects (unless specified in individual listing).

      • spackbace on 07/10/2016 - 12:46

        unless specified in individual listing

        Yep, and refer my comment above quoting a current listing…

        • elektron on 07/10/2016 - 12:51

          The listing I bought from had 12 month warranty.

    • [Deactivated] on 07/10/2016 - 12:54

      1 months local store warranty

      Lol, minus the 7 days it takes to be delivered. Why bother with warranty then? :)

    • elektron on 07/10/2016 - 13:03

      Link?

      • spackbace on 07/10/2016 - 13:12

        http://stores.ebay.com.au/QD-Shopping-Centre/_i.html?_nkw=xp…

        Just picked at random, click in, and click the "Warranty" tab.

        Yes, all 3 of those phones are Used in some way (for whatever reason, returns?), however the warranty tab looks generic, so feel free to check other listings.

        I'm not saying that you won't get a warranty return here, I'm saying that it's your worst case scenario.

        Looking at past deals for the company, they use a fairly dodgy repair mob known for losing phones, plus obviously you have to pay postage. If you can get it repaired for not much $$s yourself, I'd recommend looking at that option

        • elektron on 07/10/2016 - 13:18
          +2

          Sorry but you're not helping your case.

          First of all, you provided links to used stock (on purpose?) - the Warranty tab on new stock says 12 months

          The mob Sony use to repair their their Aus stock phones (called fonezone, I think) is also known for being quite dodgy, so that's not much different.

        • cheesecactus on 08/10/2016 - 01:08
          +1

          Check the warranty tab under any new phone, it's 12 months.

          http://www.ebay.com.au/itm/NEW-Sony-Xperia-XZ-F8332-64GB-5-2…

          12 months for all new phones with them.

        • [Deactivated] on 08/10/2016 - 06:48
          +1

          It's not news that their non brand new products only come with 1 month warranty, and they don't use "a fairly dodgy repair mob known for losing phones"….

        • elektron on 10/10/2016 - 09:39

          @clse945111: Yes, they use Sony for their repairs.

  • devinlind on 07/10/2016 - 12:47

    not with this mob, but with other eBayer (who has been with eBay for 13+ years). The warranty service was horrendous!

    qd_au looks ok from their feedback, but feedback does not means anything nowadays

  • m0tyrider on 07/10/2016 - 13:05
    +4

    QD have been crap for me…

    Got a LG G4 with a bootloop issue, returned it and had a very long turn around time for a repair (4-6 weeks easy), get it back and the phone still has the issue.

    Asked for a refund - would only offer a partial refund, asked for a different phone of the same value I paid (slighty less mind you) - was told I needed to pay additional money. They have offered a "replacement" LG G4, no idea if its new or not. They reply after 2-3 messages.

    Overall, pain in the ass to deal with - they are not even in Australia.

    For the money saved $100-$150 off a phone here, I wouldn't bother.

    Would need to be a much more substantial saving to get my business again.

    • elektron on 07/10/2016 - 13:07

      Thanks for sharing - not very encouraging.

      • m0tyrider on 07/10/2016 - 13:14

        If you can get a good deal on a phone that doesn't have any defects, you more then likely won't have a problem.

        Just have to weigh up the risk vs cost.

        Just a shame the LG G4 turned out to be a dud, that said the whole issue could have been handled alot better.

  • [Deactivated] on 07/10/2016 - 13:08
    -1

    Grey Stock = Good luck

    • elektron on 07/10/2016 - 13:10
      -2

      Call me lucky but I've bought nothing but grey stock phones (not to mention plenty of other high-value tech) for years and this is the first issue I've had.

      EDIT: I would prefer to hear from people who can actually contribute to the thread based on their experience.

    • m0tyrider on 07/10/2016 - 13:30
      +2

      Grey stock is no different to the product you would get hear.

      Maybe a different box, instructions might be in another language and your charger might have a different plug - otherwise I don't think there any quality difference's in the product itself.

      • [Deactivated] on 07/10/2016 - 13:38
        +1

        Grey stock is no different to the product you would get hear

        Yeh not different at all, all you miss out on is,

        Maybe a different box, instructions might be in another language and your charger might have a different plug

        • Plus local warranty through manufacturer
        • Plus the convenience of communication through retailer
        • Plus a guaranteed NEW phone
        • Plus a guaranteed GENUINE phone and no knock-ff

        And this list goes on :)

        • m0tyrider on 07/10/2016 - 13:44
          +1

          The new phone bit is what annoys me, My LG G4 was "Quality Tested" by Kogan, so it had been opened and the first runtime setup had been done….Was sketchy as.

          QD's one on the other hand was not opened from memory. Guess it depends on the seller.

          I have had hit and miss experience's with grey stock, as i said on the other comment - if its not a decent deal I cbf with it.

        • Skinnerr on 08/10/2016 - 06:12

          Not always the case. I bought my 1st 'smart phone' about 4 years ago sony xperia sola (good phone but slow) and funnily enough it had the exact same fault as the OP - a loose charging port. Still under warranty I rang sony who told me to deal with the retailer, so took it back to a vodaphone store. Long story short they sent to phone off to low and behold - fonzezone who did arguably nothing in the month and a half it took my phone to holiday wherever as it came back un-repaired. I was pissed by this stage and politely demanded voda to either fix the phone or refund my money. Another month and a half later and it finally got repaired but not before breaking the exact same way again outside of warranty. Even though Im the furtherest thing from an apple fan I see the logic in overpaying for peace of mind for warranty issues.

        • elektron on 10/10/2016 - 09:54

          @thedude23: I had one experience with Fonezone, which was mediocre but not the worst, having read some of other people's experiences.

          In regards to your Apple comment, I suspect you could have bought a couple more replacements for your Sony Sola. I suspect if Sony priced their phones (which can usually be had at a very reasonable street price) in the same fashion as Apple, they would also have enough cash to support a very generous replacement policy.

        • elektron on 10/10/2016 - 10:06

          @m0tyrider: I haven't bought a phone from Kogan, so that's good info to have and I'd certainly stay away. I can confirm that the phone I received from QD_AU was 'untempered'.

  • manja on 07/10/2016 - 13:12
    +1

    I am happy with QD_au's warranty service. I bought a Sony M4 last year and the LCD developed some issues two months ago. I emailed them and went through the usual process of few emails back and forth. I received my repaired phone after 1 month straight from Taiwan.

    • elektron on 07/10/2016 - 13:14

      Thanks. I hope my experience ends up being similar to yours rather than m0tyrider's.

      • manja on 07/10/2016 - 13:20
        +1

        Don't forget to use Paypal's return postage service and take photos of every thing. Wish you good luck.

        • elektron on 07/10/2016 - 13:20

          Almost forgot - thanks for the tip!

  • alz on 07/10/2016 - 14:11
    +1

    Look I think they may take long to process your warranty due to the LG G4 boot loop issue from how many G4's they sold. They took over 8 weeks to fix and return my G4 to me but I can't blame them as it is not their fault, they're simply a seller who has been inundated with warranty claims. The key is to keep messaging and hassling them everyday until they respond to you, it worked for me. I would consider buying from them again but not this year.

  • Skinnerr on 08/10/2016 - 06:13

    If you get nowhere could you use paypal buyer protection as a last resort? Or has the timeframe expired?

    • elektron on 10/10/2016 - 09:56

      My understanding is that it protects you against fraudulent transactions but does not provide warranty on the actual item.

  • Spending2Much on 08/10/2016 - 09:54
    +1

    I won't by be buying from QD-AU ever again, at all.
    Ironically, from lots of various threads and responses, Kogan/Dick Smith have handled the LG G4 warranty issues in abmuch more favourable way. (Quick replies and response, quick offer of full refund)

    • elektron on 10/10/2016 - 14:52

      Just be mindful of this…

      • Spending2Much on 10/10/2016 - 15:07

        Noted.
        Short of paying twice as much for shop bought stock, anything online…..is a gamble I guess.

  • dellbon on 13/10/2016 - 00:35

    If they have an ACN/ABN and you are paying into their registered business account on paypal then it is irrelevant where they have sourced an item from. They are bound by the ACL's "reasonable life" warranty period irrespective of their own T&C's. The contract is with the seller, not the manufacturer or the supplier of the seller, so the location of the latter two is of no importance.

    The G4 I purchased last year was paid for into their Australian paypal business account in the name of "Quality Deals Australia Pty Ltd" as it appears on the paypal receipt. Therefore, for all intents and purposes, it wouldn't be unreasonable to assume that you have purchased the product from an Australian business and that the ACL applies to the sale.

    • spackbace on 13/10/2016 - 11:43
      -2

      https://www.accc.gov.au/consumers/sales-delivery/buying-para…

      Even ACCC is pretty much saying 'buyer beware' when it comes to grey-imports.

      So have fun with claiming ACL, as ACCC won't come in to bat for you if you have issues

      You can contact the Australian manufacturer of the product but it may refuse to provide you with a remedy if it did not give permission to the seller to sell the product in Australia.

      —

      If the seller is based overseas, there may be practical and legal difficulties in enforcing your consumer guarantee rights against an overseas business.

      • dellbon on 13/10/2016 - 12:00

        You obviously didn't read your own link. It states that the ACL applies to parallel imports the same as any other good purchased from an Australian retailer. All the link does is emphasise the obvious: that a remedy cannot be sought from the manufacturer of the parallel import, only the seller.

        Quality Deals is an Australian company despite their attempt to obfuscate the fact.

        • spackbace on 13/10/2016 - 12:15

          Really, you felt the need to vote on the comment? Wow…

          Hows about you actually put it into practise… and again, you have fun with that. Threaten them with ACCC rules, or go to the ACCC over it, and it's going to be more of a headache than if you bought from a local company.

        • dellbon on 13/10/2016 - 12:23
          +1

          @Spackbace:
          Yes, I did feel the need because you gave misleading information.

          Don't worry, I've already threatened to contact the ACCC and state consumer affairs if they didn't meet their legal obligations mandated by the ACL which they are bound by. Put it this way - it sparked them into action whereas before they were happy to ignore repeated emails regarding repairing a bootlooping G4 outside their 12 month warranty period.

        • elektron on 13/10/2016 - 14:25

          Correct - I'm shipping the phone to their Sydney warehouse, even though the claim will be processed in HK.

        • Spending2Much on 14/10/2016 - 02:30

          @dellbon:
          Following this…..I'm in the LG G4 bootloop club as well.

        • Spending2Much on 17/10/2016 - 14:31
          +2

          @albanyson: Recieved back my LG G4. It's not the same phone I sent away. Different serial number different IMEU number. It's obviously second hand refurb, the back case is worn and the silver on side of the phone is scratched and scuffed. Mine was in a tough case with screen protector since day one. Phone battery was on zero percent. Plugged it in to charge and the phone started itself after a few minutes.
          Disappointing to get back a refurb in poor condition. Considering the length of time since the fault.

        • elektron on 14/11/2016 - 18:28

          @albanyson:

          This is really scary - I have a tone of personal data on mine, with no issues with software / firmware, i.e. purely a hardware issue. If I don't get my phone back it will be a disaster.

          It's on it's way back with DHL and I should have it in 2 days, so not long to wait…

        • Spending2Much on 14/11/2016 - 19:33

          @elektron:

          After I complained, QD didn't even respond at all.

        • elektron on 15/11/2016 - 11:19

          @albanyson: That really sucks but try sending them another message. In my experience they usually respond in a couple of days but sometimes I've had to send them a couple of messages to get a response.

        • Spending2Much on 15/11/2016 - 11:48

          @elektron:
          My LG G4 is now sitting in top drawer and a standby phone….I have no confidence or trust in.
          QD may have been the seller, but with Kogan offering refund or replacement, for anyone with same issue, they could have handled it differently, there lack of contact is disturbing and I won't be shipping with QD any further either.
          LG not acknowledging and taking responsibility for the workd wide boot loop issue, regardless of grey market or not, ensures I don't touch LG again either.
          It's a shame, cause I really liked MY LG G4, and it didn't everything and more I wanted from my phone.
          But, I know, if it packs up the day afreeyr I got it back from QD/LG, it'd be cheaper to just throw it away.
          Still left with a bitter taste after it all…..

        • elektron on 15/11/2016 - 12:04

          @albanyson: I can't really blame you for not wanting to deal with either company after your bitter experience…

  • poporange630 on 14/11/2016 - 20:02
    +1

    Want to share my awful experience with QD_AU this time,
    It now been 40 days after I return my G5 to them because of GPS issue

    Now they send me this:

    New message from: qd_au Top Rated Seller(37,254TurquoiseShooting Star)
    Hi

    Please kindly find the attached photo provided by LG technician. The LG official testing software detected the phone was rooted on July 25th evening time. We further checked DHL and confirmed the parcel was delivered on July 25th.
    According to LG, they are not able to cover the warranty since the phone firmware has been modified.

    Are they kidding me? There's no way to root or unlock boot loader for H860 to date, and yet their "technician" still accuse me that. From the screenshot they provide, LG has a tool to detect if the phone is rooted or not, but apparently this is not the case? What should I do now?

    • elektron on 15/11/2016 - 11:17

      As horrible as it is for you, I presume they're just passing on the information from LG's technician, rather QD_AU's staff though. So this is more of a terrible LG warranty experience than a Quality Deals' one. I know it doesn't help you but make help others in making a distinction between the retailer and the manufacturer.

  • datsocheap on 23/11/2016 - 17:15

    My 11month LGV10 H962 froze yesterday and since then it's been stuck in a boot loop. Managed to factory reset it today, but it continues to freeze and reset on it's own whilst trying to set it up. I've contacted QD-AU today, fingers crossed.

    • alz on 24/11/2016 - 08:57

      I was looking to upgrade my G4 (boot looped and fixed once) to a V10 - now I won't bother due to reports of that boot looping as well. Good luck getting your phone fixed.

      • datsocheap on 24/11/2016 - 14:17

        The LGV10 is a fantastic phone and I've had no complaints until this happened. Unfortunately looks like the bootloop issue is also widespread with this handset: https://www.reddit.com/r/lgv10/comments/4yao1s/v10_bootloop_…

        I received a reply from QD_AU support yesterday with the standard list of questions mentioned by op @elektron which I've completed. Same day response from their support, so far so good. Hopefully I'll get the RMS form today.

        Judging by people's responses and experiences with warranty, I may be looking at 4-8 weeks without a phone.

        • datsocheap on 25/11/2016 - 22:44

          Received a reply from QD_AU support with address and reference to send my phone in yesterday and I've posted it today. I've been advised 3-5 weeks to fix the phone. So far so good.

        • datsocheap on 28/12/2016 - 11:02

          @elCheapoAu:
          Received a new replacement phone from QD_AU today. This was sent as courtesy by QD_AU instead of waiting for LG to fix the phone. Happy with overall warranty experience, was kept up to date throughout. Hopefully no further boot loop!

  • elektron on 23/11/2016 - 17:29

    I got my phone back a week ago, so it's been a positive experience overall.

    The only issue, and it's a big one, is that despite this being an obvious hardware problem, they did a full factory reset of my phone, which means that I lost the 100+ apps, settings, a couple of years worth of texts etc (I had migrated the texts from a previous phone), photos sent to me in messaging apps, and my own videos and photos (stupidly had the auto-backup to Google Photos turned off). I couldn't back it up before sending it as the phone was completely dead.

    • alz on 24/11/2016 - 08:56

      My G4 boot looped as well and they fixed it and returned it to me wiped. I think when the phone boot looped LG replaced the motherboard which meant wiping the phone to factory settings. I knew that when i get the phone back it will be wiped.

      • elektron on 24/11/2016 - 10:25

        When it's something that's clearly a software / firmware problem, such as bootlooping, that's completely understandable. However, for the life of me, I can't understand why they needed to wipe my phone in order to fix a faulty micro-USB port!

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