Need Some Advice for a Nexus 5X Warranty Claim

MadMaxBargainRoad on 05/08/2017 - 12:45
Last edited 07/08/2017 - 13:15

Hi all,

Apologies for the short writing as I am typing this outside a JB hi fi store.

I bought a Nexus 5x from JB 17 months ago and the power button is completely jammed. The phone is turning itself on and off non stop. The guy at JB told me 'according to Australian Consumer Law; warranty is expired because my phone is less than $500'. They would charge me a fee for repair.

I have googled it quickly and cannot find the statement about the $500 price mark. Can someone please shed some light on this?

Much appreciated.

Max

Just called CAV and they gave me the most useless response ever (no exaggeration - I have dealt with quite a few government agencies before). To sum it up:

  • They can't comment on JB's warranty policy and don't want know anything about it
  • They don't have any guideline on how long a phone should last
  • They won't talk to JB hi fi
  • They recommended me to quote ATO's phone depreciation information and negotiate with JB hifi (Srsly?)
  • They informed me that the only definite action I can take is lodge a claim via VCAT

Perhaps it's just this guy or maybe I am just frustrated but this pretty much shattered my previous understanding of purchasing Australian stock.

Mobile

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Comments

  • holdenmg on 05/08/2017 - 13:06

    See p.2 of: Minimum Voluntary Warranty Policy Guide

    Electrical Products & Accessories

    https://www.jbhifi.com.au/Documents/Consumer%20Warranties%20…

    "If you
    are not satisfied with a remedy under the JB Hi-Fi Minimum Voluntary
    Warranty Policy you can discuss your concerns with a JB Hi-Fi Store
    Manager who is authorised to provide an alternative remedy where
    appropriate. If the store manager believes that the JB Hi-Fi remedy is
    adequate but you are not still satisfied that your ACL rights are being
    appropriately observed then you can submit your concerns in writing to
    our ACL Warranty Claims Officer by completing the contact form at
    www.jbhifi.com.au/ACL-Warranty-Claim
    s/ for further consideration by JB Hi-Fi.

    • poboy on 05/08/2017 - 13:11

      Yeah JB is having a go at interpreting 'reasonable'. That doesn't mean their definition is binding. Given phone contacts are 2 years I think 2 years is reasonable. But I'm not binding either.

  • dangermouze on 05/08/2017 - 13:57

    that's crazy timing, I bought mine mar 2016 from jb online (oz barg deal)

    I too have a nexus 5x that is having boot issues (not sure it's the power button stuck). I can hold power+vol down and get a boot loader, but all options do the same, boot with google logo then screen goes black and doesn't progress.

    took it into jb-hifi this morning and told the same, over 12 months so they won't cover it.

    I'm on LG chat at the moment, they have just said this:

    In order to address the fault on your phone accordingly, you may need to send the unit to our accredited mobile service centre - Evertec.

    The preferred postal address of Evertec would be: PO Box 6917 Silverwater, NSW, 2128 and their contact number is 1300 789 011.Please send the phone in a protective post pack.

    Also please take note that as per the Warranty Card, the Customer is responsible for the charges of getting the phone to Evertec – LG pays to have the phone returned.

    If unit is within Manufacturer's warranty, LG will cover the repair if fault is a manufacturing issue or defect. Also please be advised that LG Australia only honour manufacturer's warranty of Australian models of mobile phones that are purchased from authorised retailers in Australia.Kindly include the following on the package needed to send out to Evertec:1.

    The faulty handset (handset, battery and back cover – NO SIM or Memory Cards)2. Complete Name, Contact Number and return Postal Address3. Copy of Proof of Purchase (do not include the original)4. Short Description of the handset’s faultIf you would like to visit the service centre directly, their address is Suite 1, Level M 55 Parramatta Road, Lidcombe, NSW, 2141.

    then I asked, well as your are LG, what is the manf period for my phone?

    Based on the serial number your phone was manufactured last November of 2015.
    WE provide 2 years warranty for LG nexus 5x

  • dangermouze on 05/08/2017 - 14:02

    the jb-hifi worker mentioned the $500 thing to me too, if >$500 jb-hifi give a 2 year instore warranty, <$500 1 year

  • frondono on 05/08/2017 - 14:15

    I think what you're looking for is the statutory warranty.

    https://www.ozbargain.com.au/node/120061

  • MadMaxBargainRoad on 05/08/2017 - 14:51
    +1

    Wow, I can't believe the number of people that are on the same boat. VCA is closed on weekend so I can only give them a call on Monday.

    If any of you knows the general interpretation of the 'reasonable time period' please give us an update.

    • AdosHouse on 05/08/2017 - 15:42

      There is no general interpretation, its only in the Fair Trading case workers head.

      As for the JB staff saying "according to Australian Consumer Law; warranty is expired because my phone is less than $500", that is an outright lie and an intentional misrepresentation of the ACL.

  • JimmyF on 05/08/2017 - 15:41

    This phone as a 24-month warranty….. Not sure what the guy is banging on about. Lodge a claim directly with LG if JB are being stupid.

    You'll have to send the phone to Sydney, they repair it and send it back (free return postage)

  • PurchaseAnxiety on 05/08/2017 - 17:59

    As mentioned above, this phone has a 24 month warranty according to LGs website. http://www.lg.com/au/support/support-mobile/lg-H791-Charcoal…

    You could probably argue with JB, but might be easier to contact LG directly.

  • whooah1979 on 05/08/2017 - 18:04

    contact lg and get a rma. going to jb and they'll do the same. this way you'll save both time and fuel.

  • MadMaxBargainRoad on 07/08/2017 - 13:18

    I understand that I can go straight to LG RMA but that might take weeks if not months before I can get it back. Ah well, seems like that's the only option after all.

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