Warranty Replacement Pixel 2 XL Has Bad Cosmetic Damage

Luniverse on 21/11/2018 - 14:44
Last edited 22/11/2018 - 16:48

EDIT: JB Hi-Fi gave me another refurbished pixel 2 xl today. Basically looks brand new like my old one. Thanks for the comments.

Hey everyone.

I recently sent my pixel 2 XL back to jbhifi(Telstra) for repair (was only 11 months old). The USB-C wasn’t recognising headphones and would play music over the speakers instead.

After 3 weeks of waiting they message me to say they have a replacement ready for pickup. When I go to pick it up the replacement has cosmetic damage all over it like someone has dropped it on a gravel road. My previous one was kept in a case and look pretty much like it was new.

Do I have a choice of refusing the replacement or is it just luck of the draw with warranty repairs?

Has anyone had any experience with this?

I did hate photos of my old device before I gave it to jbhifi but they don’t seem interested in doing anything about it.

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Comments

  • HighAndDry on 21/11/2018 - 15:00

    The USB-C wasn’t recognising headphones and would play music over the speakers instead.

    Which headphones were you using? The Pixel only recognizes wired headphones if they have a built-in DAC. It's a quirk (massively annoying problem) with Audio-over-USB-C. I had to buy about half a dozen sets of wired earphones before I found a pair that actually worked.

    Silver lining is that the sellers didn't know and advertised them as "Compatible with Pixel" and so I now have half a dozen ( - 1) free pairs of USB-C earphones.

    Do I have a choice of refusing the replacement or is it just luck of the draw with warranty repairs?

    Refuse to accept the replacement and ask for a better replacement.

    • universe on 21/11/2018 - 18:38

      Yeah was the standard apple earphones that have worked the last 11 months.

      I refused to take it and put in a complaint after talking to their manager and will have to wait for a reply from whoever he sends that to.

      • HighAndDry on 22/11/2018 - 01:23

        Last kinda double check question - are you sure it's not the earphones or the adaptor that are broken?

        • universe on 22/11/2018 - 07:30
          +1

          Yeah the headphones work on other phones and Google sent me spare adaptors for testing. The fault was replicated by the repair company too.

  • cjbowden on 21/11/2018 - 15:13
    +5

    You don't have the right to demand a new unit (ie you will have to accept a refurb unit), but the refurb device should be 'as new'. Refuse to accept it.

  • [Deactivated] on 21/11/2018 - 15:18

    Looks like telstra/JB made a boo boo.

    Ask for a replacement but you may have difficulty if you have already taken it home and several days have passed.

  • Prince K on 21/11/2018 - 15:49
    -6

    I’m not an apple fan boy, but here’s what apple haters have to admit. This would never happen with apple.

    As in receiving a replacement unit with cosmetic damage

    • oscargamer on 21/11/2018 - 15:59
      +6

      Correct. Apple would simply refuse to repair it or replace it .

      This wasn't too long ago

      https://www.theaustralian.com.au/business/technology/apple-f…

      • Prince K on 21/11/2018 - 16:05

        Not sure how that is relevant when op never mentioned anything about a third party screen replacement. When it’s a hardware failure, apple would certainly repair or replace with a like new unit

        • oscargamer on 21/11/2018 - 16:11
          +2

          it was just a dig at apple (like your dig at non-apple)…..you know, a bit of humour, silliness etc…?

          no?

          ok then…..

      • ThithLord on 21/11/2018 - 16:45

        Lmao. You know that no manufacturer can provide superior warranty options to Apple. You'd have to be wilfully obtuse to think otherwise.

  • websterp on 21/11/2018 - 15:55

    I also have a JB purchased Pixel 2 XL and after about 5 months the touch screen stopped working. Instead of taking to JB/Telstra I chatted with Google support and they did a RMA for it. Didn't even have to send any accessories and Toll picked up and was sent to HK. Couple of days later they sent me a Pixel 2 XL in a sealed box with all the accessories. As the box was sealed and the phone was in pristine condition I tend to believe they sent me a brand new one back.

    Few months later my wife's Pixel XL 2 did end up with a shattered screen and this time Google chat gave me a contact number of an authorized repairer and since it wasn't covered under warranty they asked me to pay $400+ for the screen replacement and I told them to stuff it and did it myself with an eBay screen for $200 (voiding the warranty but I didn't much care at that point)

    Since your's looks like a genuine hardware fault you should have done a RMA direct with google. At least my experience had been quite positive.

    • Richardc on 21/11/2018 - 16:15

      Maybe it's time for you think of Amex which come with phone screen insurance.

      • websterp on 21/11/2018 - 17:55

        Yes. Got 3 Amex now between myself and wife.

    • 51kabunka on 22/11/2018 - 07:33

      ^ this. Deff do an RMA through Google, not where you purchased. My pixel 2xL wouldn't charge, and contacted Google support; they (courier)picked up my phone and sent me a sealed replacement! To a few days but stoked

  • whooah1979 on 21/11/2018 - 16:26

    I did hate photos of my old device

    Bring the item with the images back to the retailer and file a complaint.

  • butterbuts on 21/11/2018 - 17:12

    JB-Hi-Fi are good if the device is under 3 months old as faults are usually considered DOA in this time (assuming they aren't obviously caused by the user).

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