JB Hi-Fi - Extended Warranty or One-off Claim?

Sacco07 on 05/01/2023 - 16:03
Last edited 17/01/2023 - 08:18 by 1 other user

Hi All,

I purchased an Xbox Elite 2 Controller just over a year ago, at the time the salesman told me how good these controllers are but also how important it is to purchase extended warranty. Elite 2 Controllers are notorious for getting stick drift, button stick and other issues after a year or two. I usually wouldn't bother purchasing extended warranty due to the ACCC guidelines etc. but I thought for an extra $28 or so for 3 years total cover I'd take it to avoid the argument that usually comes with warranty claims.

Surely enough a year later I'm experiencing multiple issues with my controller (stick drift, RB button not registering every time etc). So, I got into contact with JB who advised me that I have to go through their third party extended warranty company (Lumleys or Square Trade) as they in store can't directly do a replacement (I had no idea they could say this). I was then told that the 3rd party company would send JB Hi-Fi a gift card for the purchase price (less extended warranty costs) and that it could be used to repurchase a new controller. However, this would then use my extended warranty and I would have to repurchase it again if I was to buy a replacement controller.

My question is, since when has extended warranty only been for a one off replacement? I was always under the impression that if I buy 3 years worth of coverage I would be protected for the whole 3 years, regardless of how many times it malfunctioned?

Has anyone else been in this situation or have any advice?

Cheers!

UPDATE
After sending JB HI FI a few emails in regards to this and speaking with the ACCC, JB agreed to replace the controller and offer me a brand new extended warranty at no extra cost (as a one off).

Computing Game Controller Microsoft

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JB Hi-Fi
JB Hi-Fi

Comments

  • djsweet on 05/01/2023 - 16:06
    +1

    Congratulations on spelling advice correctly - ahead of the curve there.

  • Pelicannn on 05/01/2023 - 16:07

    Purchasing an extended warranty provided by the store or third-party was your first mistake, especially if you already knew they were bogus.

    I'd take the replacement then in the future never pay the $ again for those warranties. IMO they should all be outlawed under ACL.

    • Kirbieb on 05/01/2023 - 16:36

      The only bright side i see to this whole outcome is that in the eyes on microsoft, you will have a 2 year warranty starting from when the gift cards are used.

      • Sacco07 on 05/01/2023 - 17:04

        I did see that Microsoft extended there initial warranty period in Aus due to multiple complaints. I spoke with the ACCC who advised me to send JB an email in regards to the timeframe. It should still be covered by the Trade Practises Act which paraphrases to "Good's should last an expected amount of time." Considering a standard controller has 1 year warranty the premium that is 3 times the price should last 2-3 years. I'll see what they come back with!

  • AndyC1 on 05/01/2023 - 16:34
    +1

    Sounds like you did not read the extended warranty product docs you bought. Next time read them before you buy any extended warranty or insurance or anything where there are conditions attached to what you are purchasing in order for you to know what the conditions are.

  • dcep on 05/01/2023 - 16:35
    +1

    What happens if I receive a remedy for a defective product?
    ACL : Any repaired product continues to be covered. Any replacement product will also be covered.
    JB Extended Care : Any repaired product continues to be covered. If you receive a replacement product or payment, the Extended Care Plan ends.
    https://cdn.shopify.com/s/files/1/0024/9803/5810/files/JB_Hi…

    It's all clearly written on T&C.

    • Sacco07 on 05/01/2023 - 16:55
      +1

      Just spoke with the ACCC, they basically said that regardless of the purchase of extended care, If the product is expected to last longer than the warranty period, I would still have a claim. If a standard controller has one year warranty and the extended warranty covers 3 years. The expected usable timeframe should be at least 2 years, so I should be able to make a claim for a replacement off that merit which shouldn't affect the extended warranty claim. So at least if it malfunctions in future, I should still be able to use that as a back up.

  • USER DC on 05/01/2023 - 17:20

    Worst insurance had extremely bad experience with JB Hifi insurance.

    NEVER BUY EXTENDED WARRENTY its basically a scam dude, honestly 99% of time (all insurance does is RIP people off)

  • KlotzAlot on 05/01/2023 - 17:29

    I had the exact issue you had. I got mine replaced once I rang the extended warranty number who gave me a receipt number to give to my local JB. When I got the new one the games manager stated that I now have a new warranty from this date. Looks like I got lucky compared to others in these comments

  • acs on 05/01/2023 - 17:39

    Remembering the old Dick Smith extended warranties back in the day, once the item was replaced the extended warranty was then void and the new product came with a standard warranty.

    If you get the item repaired, they would only cover it to the cost of the item. For example if the item was $70 and it was repaired once for $40, then later on developed another fault that cost another $40. They would only cover it for $30 of repairs and then that was it.

    • Sacco07 on 05/01/2023 - 17:57

      Wow that's actually crazy, that seems dodgy as!

  • Iwantthebestprice on 05/01/2023 - 18:26

    Sounds dodgy as. I’ve sent the same Xbox controller back to Microsoft twice, about to be a third time, in 2 years to have issues fixed, and where it cannot be fixed a new controller is sent to me. And this is not an elite controller but a standard Xbox controller. I’m a very rough game player so I always get issues on my controllers.. I think JB is be dodgy AF here

  • Well Wasted on 05/01/2023 - 19:37

    i'm in the same boat… microsoft will repair or replace within 2 years of purchase… as many times as needed. between 2 years and 3, jbhifi will replace… once. it's good if you want to thrash your elite through use and end up with a brand new controller towards the end of year 3.

  • highon2str on 05/01/2023 - 22:08

    This is common practice and covered by T&Cs of the JB extended warranty policy. They are probably one of the few extended warranties worth buying though, even if they have recently increased in price. Especially if you're buying something like a fitbit or headphones, items that aren't really known for reliability.

    The great thing about the warranty is that it covers wear and tear also. E.g., if the watch band or earcups are worn, you are entitled to a replacement. All in all much easier than invoking ACCC "rights". Plus ACCC doesn't cover normal wear and tear.

  • RickyMoon on 17/01/2023 - 17:21

    I think I made a mistake, I proactively requested to purchase the "JB Hi-Fi Extra Care" today. Although I was a bit worried about JB Hi-Fi's contractor "squaretrade", the extra $125 for an additional 3-year warranty (2+3) for my electric scooter seems like a good deal. But what I'm really worried about is that if the electric scooter has a malfunction during the extra warranty period, I will have to contact squaretrade separately, and the transportation means will also be limited (although according to the contract, squaretrade will have to bear the shipping costs), I can only hope that squaretrade is willing to provide on-site repairs and I know that Australia Post will not be willing to take on transportation services due to the large capacity battery issue.

    I am still in the 15-day cooling-off period, do I need to return the JB Hi-Fi Extra Care?

    • Sacco07 on 19/01/2023 - 09:38
      +1

      I didn't end up having to go through square trade because JB ended up swapping mine out for me as a one off. In saying that, they did tell me that Square Trade will send JB a voucher of the cost of the item if I was to use my extended warranty. I believe (not 100% sure though) that you would take the product back to JB and they would assess it.

      If that is the case you should be fine to get it replaced there and then from JB? Not sure if anyone has gone through Square Trade as of yet that can possibly shed some more light. If you speak to JB they should be able to tell you how it works.

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