New iPad - Dust under Screen or Dead Pixels?

themadman on 25/03/2022 - 18:41
Last edited 25/03/2022 - 21:14 by 1 other user

So I bought a brand new 64GB 5th Gen iPad Air (WiFi) yesterday and within an hour of using it I noticed something that looks like either a bunch of dead pixels or dust under the screen. Nearby, I noticed a decent sized black spot at the veeerry edge of the screen.

I took it in to JB HiFi today and they basically refused to do a replacement or refund on the grounds that:
(1) they couldn't resell it if they refunded me
(2) it's at the edge of the screen
(3) once I've opened the box they can't do a refund

All 3 of these seem absolutely ridiculous as reasons to not refund a product with a faulty screen to me, but I'm after a second opinion? This is my first time trying to refund an item with a damaged screen. I'm not typically picky about small defects but this one is bugging me.

I feel like what they're doing is illegal (not refunding me for a faulty product), but I don't really know what my rights are as a consumer in situations like this?

Photo of Dead Pixel - Imgur
Photo of dust (?)

Computing Apple Tablet

Comments

  • Hybroid on 25/03/2022 - 18:43
    +6

    That's a defective dead pixel. You should be entitled to a refund or exchange for another one. Speak to another JB HiFi person, retail people here are woefully inconsistent.

    • themadman on 25/03/2022 - 18:48

      I added another image with the actual main "defect" fyi :)

      • Hybroid on 25/03/2022 - 18:52

        No idea what I'm supposed to be looking at. Would help if you wiped the fingerprint smudges and dust particles off it first so we can tell what's what.

        Whatever the case, if it's not pristine from box, which is very unusual for an Apple product then I would be demanding a replacement on condition it's faulty.

  • StonedWizard on 25/03/2022 - 18:45
    +4

    Why not go to Apple and have them swap it?

    • themadman on 25/03/2022 - 18:46

      Went to apple and they said they couldn't swap it for a new one - would basically be getting a refurbished device (which feels like I'm getting short changed after buying new?)

      • lanky074 on 25/03/2022 - 18:52
        +8

        From my personal experience, refurbished apple devices are indistinguishable from new ones.

        Example, using myself. I got a day 1 release iPhone I took it back within a week, I got a "refurbished iPhone" as it came with a scratch on the housing.

        • themadman on 25/03/2022 - 18:59

          Hmm, I guess it's an option…!

          • jackary on 25/03/2022 - 22:24
            +2

            @themadman: Can attest - the apple replacements are great. This is definitely the option you should be pursuing.

            • themadman on 26/03/2022 - 07:49
              +2

              @jackary: I'll try JB once more, but if not I'll just take it back to Apple. Thanks for the heads up. :)

        • ColtNoir on 26/03/2022 - 10:08

          You got ripped by apple (likely by mistake). Their refurbs should have a new exterior and only reusing the interior components eg processor.

          • themadman on 26/03/2022 - 15:31
            +1

            @ColtNoir: Nah, it's probably more likely I just misunderstood what they were saying aha. It was something along the lines of "not new" though.

        • lint on 28/03/2022 - 11:07

          This is my general experience, but my sister did have an iPhone 6 swapped under warranty where I'm convinced they never put in a new battery in the refurb.

      • StonedWizard on 25/03/2022 - 19:01
        +1

        There’s no difference. They all look brand new. 5th gen just came out. There won’t be any refurbished stock.

  • [Deactivated] on 25/03/2022 - 19:19
    +1

    you have a right to a replacement or refund. jb probably have to take it up with apple and chase compensation from them, but that's not your problem, it's jb's.

    they can only deny refund if it's a change of mind thing, but this clearly isn't that, the one you spoke to either has no idea what they are talking about or was just straight up lying to you.

    • themadman on 25/03/2022 - 19:58

      That's what I'm thinking, but I can't find any proof for it? Everything I can see talks about refund options if there is a fault, but doesn't really identify what counts as a fault.

      • [Deactivated] on 25/03/2022 - 20:27

        https://www.accc.gov.au/consumers/consumer-rights-guarantees…

        looks like i was slightly mistaken, you are entitled to a repair, if they cannot or will not give you that, you can get it repaired somewhere else and pass it on, failing those 2 options, you are entitled to a refund or replacement.

        If the problem with a product or service is minor, you must accept a free repair if the business offers you one.

        If the business fails to give you a free repair within a reasonable time or cannot fix your problem, you can:

        get it done elsewhere and pass on the costs to the business
        ask for a replacement
        ask for a refund
        recover compensation for the drop in value below the price paid.

        • themadman on 26/03/2022 - 07:50

          Yeah, that's what I found. In this case, I imagine repair is possible, but at that point I might as well just go with an Apple refurbished device and save the time…?

          • [Deactivated] on 26/03/2022 - 12:05
            +1

            @themadman: I would chase up with JB, it’s on them to fix it. I wouldn’t be happy paying for a new device and getting a refurbished instead

  • MS Paint on 25/03/2022 - 19:20
    +1

    It's a shame but is it worth the hassle?

  • solidussnake on 25/03/2022 - 19:53
    +2

    Go to a different store ? apple usually has a 14 day DOA period for JB to replace or refund try another store or a manager it's obviously a manufacturing fault and the salesman doesn't think it's faulty hence his/hers stupid comments

    • themadman on 25/03/2022 - 19:56
      +1

      Yeah, that's what I'm thinking. :) Thanks for the tip. When I spoke to the guy it sounded like he was mostly just worried that Apple wouldn't reimburse them after I returned (if that's the right term).

      • solidussnake on 25/03/2022 - 19:59

        Let us know how it all works out I worked for JB for 5 years and this was never a issue, disappointed to hear the quality of sales people these days

        • themadman on 26/03/2022 - 07:51
          +1

          TBH I'm surprised they cared so much. Do they get held personally responsible if they have issues handling returns like this? I nearly asked him why he cared so much, haha. Didn't in the end.

          I'm heading back in today, so will keep you updated.

          • solidussnake on 26/03/2022 - 08:07

            @themadman: Nah they don't which is concerning, fingers crossed !!

            • themadman on 26/03/2022 - 15:32
              +1

              @solidussnake: Went in to my local and they swapped it, no problem at all! The guy at my local was a lot more chill, and it probably didn't hurt that I did a better job of explaining the problem this time. :) thanks for the tips!

  • timthetoolman on 25/03/2022 - 20:04
    +1

    It's probably just a smudge on the lens

  • life is suffering on 25/03/2022 - 21:11
    -2

    OP that's so small as well.. so there is no guarantee that the next device might not have issues.

    Worst case give it back and you will get money back don't say ok to gift card
    If they say no , say you will go to ACCC

    BUT it's a small thing and doesnt look like dead pixel. Maybe dust. See how you go

    • themadman on 25/03/2022 - 21:48

      Not sure who negged you or why, but I'm going to try again at a closer JB this time. Was thinking of mentioning ACCC but honestly don't know what their policy is for stuff like this haha.

      • life is suffering on 25/03/2022 - 22:13

        Yea you have a window to give it back see how you go

  • AustriaBargain on 25/03/2022 - 23:08
    +2

    If you bought from Apple you could take it back and swap it no problem within two weeks, swap it for a refund, get it replaced, whatever you want. I've had Apple price match a JB Hifi deal before, but who knows what the Adelaide Apple Store policy is these days.

  • theo96 on 26/03/2022 - 07:18
    +2

    Always buy direct from Apple if possible, much less hassle if anything goes wrong.

    • themadman on 26/03/2022 - 07:48
      +1

      I'm beginning to realise that. :( I've been doing JB with 15% gift cards which is a fairly substantial discount for $1k+ purchases, but in this case I wish I just went straight to Apple…!

  • Brendoo on 26/03/2022 - 09:12
    +1

    JB - woefully inconsistent between one staff member vs another. Hope if you ask someone else they just give you another iPad.

    I'm curious, was the item definitely new in an officially sealed box from Apple? It's not unusual for JB to sell second hand or repaired items as new. It's happened to me and my friends on multiple occasions. I'm wondering if that item was not new and had an unofficial screen replacement by the previous owner, hence the hair/dust under the screen. It's rare for a new Apple product to be like this.

    • themadman on 26/03/2022 - 20:04

      Yep, pretty much a matter of inconsistent staff. Managed to get it sorted super easily at my local store thankfully. :) It was still sealed in the original packaging, so definitely not a resale.

  • Belistic on 26/03/2022 - 09:25

    have a look at their display model, if it doesn't have the same issue, then I'd argue it's not there via design, it's an issue / fault…be persistent…

  • Brainwhacker on 26/03/2022 - 12:37

    Agreed , JB should replace this OP. Hope you have better luck with another staff / branch.

    • themadman on 26/03/2022 - 20:03

      Got it done straight away when I went to my local JB :)

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