JB Hi-Fi / Assurant Says My Trade-in Mac Mini Is Non-Functional

iDen on 04/01/2025 - 09:18
Last edited 04/01/2025 - 10:33 by 1 other user

I did a trade-in on my Apple Mac Mini M2 Pro with JB HiFi (operated by Assurant) on the 18/12/24. They gave me $841 in JB Hi-Fi gift cards for my device.

On 23/12/24 I got notified that Assurant had received my Mac computer and it should be assessed by 27/12/24.

Last night (7:04pm 3/1/25) I get an email saying Assurant found my computer to be "non-functional/does not turn on" and they have revised their trade-in for my Mac to $192 and the remainder of the gift card balance given to me will be charged to my credit card on the 7/1/25. They gave me the option to post the computer back to me.

I took several photos of my fully functional Apple Mac mini operating (with serial and device information), its condition (as new) and when it was packaged up for post (Something the JB Hi-Fi website recommends). One photo clearly shows the device serial and product information onscreen with my hand holding up the return label and device information supplied by Assurant. Metadata shows they were taken less than 12hrs before Australia Post received the device.

I have emailed these photos to Assurant.

I had already used the $841 in gift cards towards a new computer during JB Hi-Fi’s Boxing Day sales. What will most likely happen now? Will I be out of pocket $649 for my Apple Mac Mini with the trade-in amount. Are there any consumer protections here that I can look into? I Live in NSW.

Computing Apple Computer Mini PC

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Comments

  • Gunnar on 04/01/2025 - 09:25

    What do your terms and conditions say? This type of scenario should be covered in there

    • iDen on 04/01/2025 - 09:34

      I can only assume that my computer was damaged in postage or by Assurant.

      From JB HiFi's site it say's "By documenting the condition of your device before shipment, you'll be better equipped to address any potential transit damage issues that may arise.

  • CyberMurning on 04/01/2025 - 09:34

    remind me of asurion… yeah same A

  • CodeXD on 04/01/2025 - 09:52
    +1

    How was it packaged when you sent it back? In the original box? A lot of bubble wrap?

    • iDen on 04/01/2025 - 10:05
      +2

      It was packaged in all the original packaging that was used by Apple online for shipment. Including the Mac Mini box itself then an outer box which suspends the Mac box without the need for bubble wrap.

  • holdenmg on 04/01/2025 - 10:08
    +1

    So, I'd want the MacMini back, is it under Apple Warranty or anything?

    • iDen on 04/01/2025 - 10:18
      +2

      Purchased 27/1/24 from Apple. So yes. Worried Assurant won’t post it back within the warranty period. Even still, I’ll need to send it to Apple if there’s an issue. Then I’ll be left with an un-needed computer. Don’t think I would get $841 on marketplace. Maybe my best option?

      • Bonesaw321 on 04/01/2025 - 14:26
        +1

        Apple should still cover it within under Australian consumer law. I had my 2021 m1 MacBook Pro screen replaced for free under acl claim with Apple.

        • wots on 05/01/2025 - 08:42

          Yes Apple will fix issues during the second year as well

    • 87percent on 04/01/2025 - 10:38
      +1

      Wonder how warranty would work in this scenario?

      • Zephyrus on 04/01/2025 - 10:48
        +1

        Warranty won't cover shipping damage from re-shipping

  • iDen on 04/01/2025 - 10:59
    +1

    If feel like I’ve done everything right in terms of the trade-in and proved the Mac Mini worked at time of postage. What do you think my chances are of getting the original agreed trade-in value of $841?

    • Hybroid on 04/01/2025 - 11:08
      +4

      There's probably zero chance of them simplying changing their minds after they have assessed it as non-functional. Whether it truly is broken somehow (anything from physical damage to an internal cable or connector that came loose in shipping) or if it's part of their scummy practises to underpay for stuff (as the other company Asurion seems to be a leader in).

      Get the device back, repair it and sell it on. Anyone here would give you more than $200 for it, even in non-working condition. In fact they're going for well over $1,000 on marketplace.

      • iDen on 04/01/2025 - 11:31
        +3

        Yeah you are probably right. I’m going to give Assurant a call on Monday. If there is no movement in their trade-in offer after I emailed evidence that it was fully functional at time of postage, I’ll request the return.

        My mistake was thinking it would be less hassle trading in with JB HiFI than selling on Facebook marketplace.

      • holdenmg on 04/01/2025 - 11:49
        +3

        Based on the timeline of your dispatch to their receipt of 5 days, it seems possible if you act promptly, you can have them return the MacMini to you.

        First thing I'd do is check they have sent your MacMini back. I wouldn't go trying to fix it, simply see if it powers up.

        You may be able to Log a Warranty Claim as non-functional/does not turn on with Apple now while waiting for the unit to be returned.

        • iDen on 04/01/2025 - 12:03
          +3

          This is what I will most likely do. Ask for a return timeframe from Assurant. Put in a warranty claim with Apple online. If I know this would happened beforehand, I would have purchase a new computer directly through Apple and sold the Mini on marketplace.

    • Bonesaw321 on 04/01/2025 - 14:24
      +5

      They are snakes man, it was a nightmare dealing with them they wouldn’t budge. Zero chance they will budge better to get it warranty claimed with Apple under ACL & resell it on eBay or fb marketplace.

  • ode1online on 04/01/2025 - 12:51
    +2

    I had the same with a Pixel 7 phone. it was only 6 months old, worked fine, i reset it before sending it to them. I traded it in on a pixel 8a, after a month, they tell me its faulty and said they will return it. I didn't lose any coupons or gift cards just the trade value of the phone, they took it back out of my account (when I got the email from them, I checked and there was a pending withdrawal on my account. They sent the phone back to me and it indeed would not turn on, I was furious as I look after my stuff, I think they broke it , most likely when plugging it in to a charger , thankfully the phone was still under warranty and google replaced it, I then sold it to CEX and in the end I lost about $100 .. so all in all I did ok.. but if there is a next time ill take photos and videos of its condition.

  • Bonesaw321 on 04/01/2025 - 14:23
    +2

    This happened to my with my s22 ultra. I ended up getting them to post it back to me and I went to Samsung to get it repaired under Australian consumer law. Does your m2pro still have any warranty or 2 years since purchase? If so it may be better to just get it acl warranty claimed with Apple and resell it on marketplace or ebay. I found it’s so hard to argue with asurant which is was the last time I ever did it with them.

  • iDen on 04/01/2025 - 15:41
    +1

    Sounds as though I will have zero chance getting my trade-in value. Don’t understand that they suggest documenting your device working thenpackaged up before u post if it comes to nothing. Will request a return, then put in a warranty claim with Apple. Not happy.

  • kiitos on 05/01/2025 - 09:47
    +2

    Please let us know how things ultimately work out.

  • The Hawk on 05/01/2025 - 13:21
    +2

    The whole industry is sketchy, I traded in a couple of iPads as the prices were reasonable enough that I figured it would be easy. The drop off point was local to my work, so again easy. The options were for $800 if they were excellent condition or $650 for good, mine were excellent (and still had all the original boxes and stuff, had spent their entire life in cases) and I figured if they were really picky I'd still accept the lesser figure not to have to deal with stupid people…

    Yeah… not so much. The email I got said they were all assessed as damaged in one way or another and the offer dropped from a combined $800 to $40. Yeah, I'll let them on fire to watch them burn before I accept that offer.

    I walked across town to pick them back up a few days later and put them onto marketplace, took a week or so but sold them all.

    If a trade in place let you walk in and they assessed your device on the spot, while the offers may still be insulting it would at least be less be honest and I think people would be less pissed off. When you have to send something in and they come back later people are more likely to just accept not having to screw around.

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