JB Hi-Fi Not Providing a Replacement/Refund on a Faulty Pixel 8 Directly Instore

whopperjr on 26/03/2024 - 21:42

I purchased a Pixel 8 from JB Hi-Fi just less than 4 months ago. Just today my screen showed a green line. Not even an hour in, it got progressively worse with flickering - - my display started to explode with inverse colours. The display would fade in and out and eventually would not show any pixels. The screen would light up once in a while still with inverse colours and flickering. Tried to restart the device multiple times while the screen was still there and then resorted to a hard reset but it did nothing fix the issue. 😭😭😭

Thinking it was a definitely a hardware issue I brought my 4 month old pixel in to JB Hi-Fi hoping to get a replacement but the staff stated that the device was 3 months over their replacement policy so they couldn't provide me with a replacement on the spot but offered to send it google to deal with the repair/replacement.

Just wanted to know if I am actually entitled to a refund/replacement by JB Hi-Fi directly?

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Comments

  • FoxJump on 26/03/2024 - 21:47
    -4

    I had a time-bomb zenfone 8.
    JB has to send it off to be assessed.
    be sure to tell them that you want an Australian Consumer Law refund for a major flaw and that you will not accept a repair or a replacement.
    Then send it off to assessment
    and also buy a new phone

    Then when they call with offer of credit, tell them that you want a refund to your card as you bought a new one, and then go to the store to process the refund.

  • SBOB on 26/03/2024 - 21:51
    +17

    so they couldn't provide me with a replacement on the spot but offered to send it google to deal with the repair/replacement

    sending it to the manufacturer for assessment prior to replacement seems like a logical first step

    • solidussnake on 27/03/2024 - 09:35

      Very common to do, same for TVs, laptops etc to ensure no physical damage, if JB did swap it over and sent back to Google and discovered it was physical damage JB would wear the cost and be stuck with it.

      Customers used to pull the same story with their TVs "ive had it new in the box and just openeded 3 months later and theres a crack in it" luckily the techs could see how much panel hours it was used for lol

      • paloverde88 on 01/04/2024 - 15:44

        Hard to believe as JB and Google or APPLE or HP all have a very good working relationship they both need each other and I’m sure the makers would have to factor in so many lemons per quarter after all they know they all do not make perfect products. Apple though has very strict QA. Mom and pop store like JB often scare off customers to discourage consumers to assert their rights, they do this by making the rectification process as difficult as possible.

        • solidussnake on 01/04/2024 - 19:11

          Whats hard to believe ? JB are not authorised repairers so have to send them off for assessment regardless of their "strict QA" to ensure they get a credit or refund from them pretty common practise…

  • Bignudge on 26/03/2024 - 22:00
    +2

    This is exactly why I buy from Amazon. Gotta problem with your phone a year past warranty ended? Send the phone back, shut up and take your full purchase refunded. They send the refund off to you the moment you scan the package in, not when it arrives and gets checked.

  • bobokingdom on 26/03/2024 - 22:11
    +5

    Just because there is ACL, it does not cover any user damaged device. (not saying the damage is caused by you but there is a possibility) To them, the screen issue you were experiening can be caused by water damage or accidental drop. They have the rights to access the caused of the failure before deciding on a solution for you.

    "Green lines are probably one of the most common OLED malfunctions. These lines on OLED screens can be caused by broken or uneven traces within the panel, damage from water or falls, or a loose or damaged display connection." https://www.gizmochina.com/2023/07/21/oled-green-lines-repai…

  • Drakesy on 26/03/2024 - 22:38

    BuT My COnSUmEr RiGhTS!@$@#%.

    As @bobokingdom said, it could very well be due to a drop or impact, they have to rule this out first, then assess if they can fix and if not then refund/replace.

    This is all within ACL (if you read it.)

  • bargain crazy on 26/03/2024 - 22:44
    +1

    I had a similar issue on my pixel 7 pro. Recorded a video and reached google customer support.
    They sent me a replacement device straight away, but put a hold on my card (special purchase link).
    Google arranged a pick up of old device and once it was delivered the hold was taken off.
    I was able clone my new pixel from old and could chose a slot when the google courier could come and pick up.
    I purchased the device from google store.

    I was a very smooth transaction.
    I seem a very reasonable to troubleshoot and replacement but dealing with google was easy.

    • Duckie2hh on 27/03/2024 - 09:35

      Second this. I had a similar issue and google arranged everything. They asked me to bring it back to JB Hifi and show them this email they provided and JB Hifi processed the full refund for me.

  • CodeXD on 26/03/2024 - 22:57
    +3

    You won't get on the spot refund for something faulty you've used for 4 months.

  • Randxyz123 on 27/03/2024 - 09:15
    +1

    I would agree to go via google

    Technically the staff are correct it is repair OR replacement. It isn’t your choice.

  • Fredfloresjr on 27/03/2024 - 09:27
    +1

    Normal process mate.

  • Dollar General on 27/03/2024 - 09:31

    Yes, if they send it off and find it’s faulty, they may repair it but good chance they just provide you with a replacement

  • 7ekn00 on 27/03/2024 - 09:36
    +2

    Send it back to Google, they are extremely quick at replacing .. JB will take months :/

    • ThithLord on 27/03/2024 - 09:55
      +1

      Huh? Using JB-HiFi as a middle-man isn't the quickest way to solve a warranty claim?!

  • JimmyF on 27/03/2024 - 10:10

    Just wanted to know if I am actually entitled to a refund/replacement by JB Hi-Fi directly?

    No you are not, send it in for repair.

    Bit like if your fridge died, or washing machine. You don't take it back for replacement, you get it repaired. Phones are the same.

  • Boioioioi on 27/03/2024 - 10:26

    Such is life with phones, now you will get a refurb unit. I had the same not so good experience with my pixel 4.

    Check the refurb you get too, the first one I got the back seperated 3 days in

  • dreadpiratedan on 28/03/2024 - 11:22

    How much did you pay when you got it? If over $1000 and under 6 months ago you do have the right to a replacement or refund if you choose so. However, it does still have to be sent off for assessment prior (would recommend getting it in writing you want a refund or replacement NOT repair if the assessment is favorable. If you got it on sale under $1k though, you're outta luck. Source, their own website:
    https://support.jbhifi.com.au/hc/en-au/articles/360053005194…
    JB HI-FI or the manufacturer will determine, at no cost to the customer, whether the product is faulty and the cause of the fault within a reasonable time frame.In the event of a fault and if the product is determined faulty through no fault of the customer, then the customer can request an exchange or refund of the original purchase price. Alternatively, customers can request repair free of charge in accordance with the manufacturers warranty. If the product is a Big & Bulky product (i.e. white goods, large/fixed kitchen goods and certain TVs), then if possible, JB Hi-Fi will organise with the manufacturer to repair the product at your premises because this is generally the most convenient remedy. If you are not satisfied with this remedy, see the blue section below for seeking a remedy under the ACL.

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