New Pixel 3a Came with 3mm Scratch under The Screen Glass

Lturdblossom on 25/06/2019 - 16:08
Last edited 25/06/2019 - 16:10 by 1 other user

After I bought my Pixel 3a through JB HIFI, I took the screen packaging off and noticed a tiny scratch (about 3mm) underneath the glass. I brought it into the store and the staff claimed they were not able to see it. They sent it through to the authorised repairer and after almost 3 weeks they are sending it back saying that no fault could be found which is absolutely ridiculous! As a consumer I expect the new product to be in perfect condition and I am not satisfied with it. I want the phone to be replaced. What can I do about this?

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Comments

  • holdenmg on 25/06/2019 - 16:14

    Post about it on OzB…

  • crashloaded on 25/06/2019 - 16:14
    +2

    M
    S

    P
    A
    I
    N
    T

  • whooah1979 on 25/06/2019 - 16:15

    Dashcam image please.

  • theHMASfriendship on 25/06/2019 - 16:18
    +2

    What did the screen say when you asked it…

  • Nutrino on 25/06/2019 - 16:28
    +2

    [grabs.caramel.salted.popcorn]

  • whooah1979 on 25/06/2019 - 16:31
    -1

    a tiny scratch (about 3mm)
    I want the phone to be replaced.

    This isn't a major fault. The retailer may have the right to refuse to provide a replacement or a refund.

  • waterbottled on 25/06/2019 - 16:37
    -1

    post a picture

  • 87percent on 25/06/2019 - 16:47
    +1

    Well turdblossom, I would contact Google directly

  • trustnoone on 25/06/2019 - 16:48

    Photo of scratch? Also have you tried going straight to google instead of jb hifi? I've had JB give me the run around.

  • millhouse on 25/06/2019 - 18:26
    +3

    Contact Google, request Return Authorisation # and provide photos of said scratch and purchase details (receipt), return to JB with Return Authorisation # and email providing it, politely request new phone.

    • salmon123 on 25/06/2019 - 20:13

      Have you ever tried this? Google has great customer support for products purchased directly from them, but they wont touch products purchased through telcos and other retailers.

    • yummypinacolada on 01/07/2019 - 15:00

      I would not be so sure that Google will send you a new phone, from my experience when a fault is found they will send you a refurbished phone not a new one. Based on this case for such a minor fault, I would rather just keep the phone.

  • Seadog3172 on 25/06/2019 - 19:30

    I'd just contact Google support directly through the phone Tips and Support in settings and ask Google to replace it. I did this with my Pixel 2 XL I purchased new off eBay for a dodgy USB-C port and they sent me out a refurbished (like new) Pixel 2 XL replacement

    • salmon123 on 25/06/2019 - 20:14

      Did you buy it new or used on ebay? Guessing the phone was originally purchased on the google store?

      • Seadog3172 on 25/06/2019 - 21:11
        +1

        Nope, I bought it new from Mobilciti eBay store and thought the return process with them would be too difficult so I contacted Google. Google Support tried to get me to go through the seller but I persevered and Google support eventually agreed to replace it. I had to send my faulty phone back first but the replacement phone came within a couple of days of me sending

        • yummypinacolada on 01/07/2019 - 15:01

          For this case I would rather keep the phone rather than getting a refurbished ones. Its a very minor fault, and getting a refurbished phone might give you another problem.

  • bloom on 25/06/2019 - 19:56

    Lawyer up!

  • salmon123 on 25/06/2019 - 20:14

    any purchase protection insurance on your credit card?

  • turdblossom on 27/06/2019 - 01:32
    +2

    Everyone who said contact Google customer support- you have answered correctly :) after posting this I found their support number, and a super helpful rep listened to my story and wasn't happy with the product experience JB had given me, so he agreed to replace it for me.

    • yummypinacolada on 01/07/2019 - 15:01

      Are you getting a brand new one or refurbished?

      • turdblossom on 15/07/2019 - 13:39

        Brand new. They currently don't refurbish since it's still a new product.

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