JB Hi-Fi Elite Series 2 Controller Repair

Ljordjord on 13/08/2022 - 10:36
Last edited 13/08/2022 - 12:08 by 1 other user

Yesterday I went to JB Hi-Fi to claim warranty on a left and right stick drifting 1.5 year old Elite series 2 controller. I was told that they wouldn't replace it and instead would send it to a repairer to be "assessed and repaired" under the 2 year manufacturer warranty.

From what i understood about controllers is that Microsoft doesn't repair them. Is that true? if so what should I expect in the "4-6 weeks" that it takes for the "assessment and repair" to happen. I am also a bit worried about the fact that they mentioned that I might not get all the accessories back as they may get lost. If that happens what can I do about it?

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JB Hi-Fi

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  FireRunner on 13/08/2022 - 10:54

  You might get sent a refurb instead of yours since it will be quicker to just assess rather than assess + repair + test. I'm not sure what accessories are included but if it's critical like a charging cable then you can complain if it's missing.

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    jordjord on 13/08/2022 - 10:59

    Its all the swappable joysticks and dpads + the back paddles + the charging case which is a selling point of the controller.

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      FireRunner on 13/08/2022 - 11:44

      Yeah it should come with them then. If it's missing it's easy to argue it's an integral part of the controller

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  thatonethere on 13/08/2022 - 12:19

  For mine I have been sent a new one and then a refurb by MS

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  vinnychase on 13/08/2022 - 12:29

  You gotta Push Push Push with JBHIFI. Had a 6-7 month old iPhone 12 with a few hiccups. They showed me some brochure about how they only refund and replace after 3 months or something. I told him to shove it up his headphone jack. I explained to him that JBHIFI can say or print whatever they want but that's not gonna change what Australian Consumer Law says and so the manager went into the back of the store. Maybe she was crying in there cause she took a fair while. Then she was about to process refund and the Mall emergency sirens went off. I didn't budge but she turned everything off and gave me back the phone. Finally 5 minutes later, I was standing outside the JBHIFI chatting with the security Guard when the mall announcement went saying that it was a false alarm. SO finally I got the refund.

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    [Deactivated] on 13/08/2022 - 14:18

    +3

    Hi Vinny, I'm wondering what part of the ACL you're referring to, because I just had a look at it and it says this:

    If a failure of goods is not major and can be repaired within a reasonable time, the consumer cannot reject the goods and demand a refund

    taken from the Consumer Guarantees Guide on https://consumer.gov.au/consumers-and-acl

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      vinnychase on 14/08/2022 - 11:46

      -2

      To me it was a few hiccups but under ACL it is deemed as a Major Failure.

      it has a problem that would have stopped someone from buying it if they’d known about it
      it has multiple minor problems that, when taken as a whole, would have stopped someone from buying it if they’d known about them
      it is significantly different from the sample or description
      it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
      it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
      it is unsafe.

      • 

        vinnychase on 14/08/2022 - 11:48

        -2

        The issue was that phone was boot looping after a few non intensive apps were opened. Bluetooth was always getting disconnected. I had an Apple Care letter confirming faults.

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          solidussnake on 14/08/2022 - 16:58

          +1

          @vinnychase: So you took it to Apple who are authorised repairers that could actually replace it on the spot but decided to waste your time and take it back to JB to belittle a staff member what a 🤡

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            vinnychase on 15/08/2022 - 19:22

            @solidussnake: Come back to me the day apple starts giving refunds on the spot for products they didn't sell.

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    solidussnake on 13/08/2022 - 16:04

    +1

    Usually it needs to be accessed by Apple because who's to say you weren't the one who damaged it in the first place…and bullying some poor employee by quoting wrong parts of ACL, some hiccups isn't a major fault but they probably did it just to get your ignorant ass out of the store

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  Domingo on 13/08/2022 - 12:54

  +2

  I've had mine replaced by Microsoft a couple of times. You organise a warranty claim with them, they give you a shipping label, send it back, they receive it, apparently "assess" it and then 5 minutes later a return order is generated and they send you one back. All have been painless except when I got it sent to a 7-11 parcel locker and it was stuck in there for a month because Toll are one of the most useless companies on the planet.

  But if it is under warranty, don't even bother with JB, just go directly to Microsoft which in my experience is generally about a week turn around from sending it to receiving a replacement.

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  Sacco07 on 26/08/2022 - 13:31

  I literally just went through this today, I paid for extended replacement warranty (even though i know I shouldn't because everything is warranted under the ACCC, but I wanted peace of mind for automatic replacement). I was advised that because my controller was only 9 months old it will need to go through the manufacturing warranty instead. I had Stick drift, ripped thumb grip (from use) and an RB button that would only be responsive 70% of the time.

  I just find it stupid that if I waited until extended warranty to kick in, I'd get it automatically replaced. JB advised me that it will be a 2-4 week wait. My control is basically in excellent condition apart from the stick, which ripped extremely quickly. Replacement warranty should be instant from time of purchase to end of warranty time.