Found scratch in Telus iPhone 8 a few hours after purchase

Aug 22nd, 2018 6:49 pm

#1

SnoopDop [OP]: Deal Addict; Nov 25, 2010; 1648 posts; 820 upvotes; Kanada

Aug 22nd, 2018 6:49 pm

Found scratch in Telus iPhone 8 a few hours after purchase

Telus authorized dealer is unwilling to take it back for an exchange, saying that they unboxed the phone in front of me, I must have scratched the phone and they don't take back "damaged" phones despite the 14 day legal return period.

What are my recourses ?

Does the CRTC mandated 15-day return/exchange period entitle me to have my iPhone replaced ? Can I exercise that right by porting out my number to another carrier then returning the phone to Telus if the Telus store is being uncooperative ?

Thanks!

Part of the art of working in customer service, at any company, is the ability to invent plausible explanations for unexpected outcomes. An algorithm makes the decision. The agent does not necessarily know why.

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Aug 22nd, 2018 7:56 pm

#2

Viper98: Deal Guru; Feb 19, 2008; 14325 posts; 4878 upvotes; London

Aug 22nd, 2018 7:56 pm

AFAIK they only have to accept returns if it is in pristine condition. If it is not in re-salable condition, they do not have to accept the return. You can get out of your contract still within 15 days, but you will have to pay the balance off.

I may be wrong, but that's how I remember it being.

+1

Aug 23rd, 2018 6:54 am

#3

wearysky: Deal Expert; Nov 28, 2013; 19317 posts; 8849 upvotes; Oakville

Aug 23rd, 2018 6:54 am

Yup. Has to be like new. If they unboxed it in store and you didn't notice, that's on you, unfortunately.

You could always try a different store/rep and hope they don't notice, but... Well.

+2

Aug 23rd, 2018 9:10 am

#4

audit13: Deal Expert; Feb 24, 2003; 16980 posts; 3198 upvotes; Toronto

Aug 23rd, 2018 9:10 am

Where and how bad is the scratch?

If it can be covered with a case of screen protector, this may be the ideal solution.

Aug 23rd, 2018 10:10 am

#5

WorldIRC: Moderator; Sep 27, 2003; 10258 posts; 2780 upvotes; Newmarket

Aug 23rd, 2018 10:10 am

What kind of scratch are we talking?

The biggest issue is the original store risks being refused the return back to TELUS if they return a damaged item.

RFD Forums Moderator

Aug 23rd, 2018 10:18 am

#6

MrEmoji: Deal Fanatic; Jun 17, 2013; 5120 posts; 1493 upvotes; Montreal

Aug 23rd, 2018 10:18 am

was it brand spanking new when it was opened?

Aug 23rd, 2018 11:31 am

#7

erictho: Jr. Member; Jan 7, 2007; 147 posts; 38 upvotes

Aug 23rd, 2018 11:31 am

Some credit cards have accident protection on purchases. You might be able to try to get a claim on repair cost.

+1

Aug 23rd, 2018 12:19 pm

#8

danieltoronto: Deal Fanatic; Sep 23, 2013; 5047 posts; 635 upvotes; NORTH YORK

Aug 23rd, 2018 12:19 pm

SnoopDop wrote: ↑ Telus authorized dealer is unwilling to take it back for an exchange, saying that they unboxed the phone in front of me, I must have scratched the phone and they don't take back "damaged" phones despite the 14 day legal return period.

What are my recourses ?

Does the CRTC mandated 15-day return/exchange period entitle me to have my iPhone replaced ? Can I exercise that right by porting out my number to another carrier then returning the phone to Telus if the Telus store is being uncooperative ?

Thanks!

I bet that the scratch is little otherwise you will notice it. How bad is it?

Daniel

Fido $0 3Gb LTE + overage plan until Feb 2019

Aug 23rd, 2018 1:16 pm

#9

EH15: Deal Addict; Aug 10, 2007; 1578 posts; 490 upvotes

Aug 23rd, 2018 1:16 pm

Photo?

Aug 23rd, 2018 1:59 pm

#10

SnoopDop [OP]: Deal Addict; Nov 25, 2010; 1648 posts; 820 upvotes; Kanada

Aug 23rd, 2018 1:59 pm

Here is an image of the scratch/crack, ladies and gents, it starts from the earpiece (just above the clock)

Part of the art of working in customer service, at any company, is the ability to invent plausible explanations for unexpected outcomes. An algorithm makes the decision. The agent does not necessarily know why.

Aug 23rd, 2018 2:38 pm

#11

WorldIRC: Moderator; Sep 27, 2003; 10258 posts; 2780 upvotes; Newmarket

Aug 23rd, 2018 2:38 pm

And how is Apple / TELUS supposed to verify that the scratch didn't happen in your pocket? It's tough, and I doubt the retail store will take the risk on a rejected return.

The Apple Store may be willing to help you out as good will.

RFD Forums Moderator

+1

Aug 23rd, 2018 2:44 pm

#12

ak-47: Deal Addict; Apr 23, 2006; 2979 posts; 982 upvotes; Toronto

Aug 23rd, 2018 2:44 pm

OP you should try taking it to the Apple store (make an appointment online first). I've taken a brand new iPhone from Fido to the Apple store for exchange after noticing a small scratch on the frame upon unboxing.

+1

Aug 23rd, 2018 2:53 pm

#13

SnoopDop [OP]: Deal Addict; Nov 25, 2010; 1648 posts; 820 upvotes; Kanada

Aug 23rd, 2018 2:53 pm

WorldIRC wrote: ↑ And how is Apple / TELUS supposed to verify that the scratch didn't happen in your pocket? It's tough, and I doubt the retail store will take the risk on a rejected return.

The Apple Store may be willing to help you out as good will.

I understand your point. Does it mean that the onus is on the consumer (and not the store or manufacturer) to demonstrate that it was NOT accidental damage ? What if there was a scratch or damage that was not noticed in store then discovered later ?

I went to the Apple Store but they refused to exchange or repair it as part of the manufacturer's warranty or as a goodwill gesture. I am now escalating my case through Apple's customer service levels

Last edited by SnoopDop on Aug 23rd, 2018 3:48 pm, edited 1 time in total.

Part of the art of working in customer service, at any company, is the ability to invent plausible explanations for unexpected outcomes. An algorithm makes the decision. The agent does not necessarily know why.

Aug 23rd, 2018 3:12 pm

#14

WorldIRC: Moderator; Sep 27, 2003; 10258 posts; 2780 upvotes; Newmarket

Aug 23rd, 2018 3:12 pm

SnoopDop wrote: ↑ I understand your point. Does it mean that the onus is on the consumer (and not the store or manufacturer) to demonstrate that it was accidental damage ? What if there was a scratch or damage that was not noticed in store then discovered later ?

I do believe the consumer should inspect all items before leaving the store. I also believe the store should require the customer to open the box, inspect the goods, and sign off prior to leaving. If the customer doesn't wish to open the box, that is OK, but they must sign a waiver then.

RFD Forums Moderator

+1

Aug 23rd, 2018 3:37 pm

#15

Viper98: Deal Guru; Feb 19, 2008; 14325 posts; 4878 upvotes; London

Aug 23rd, 2018 3:37 pm

SnoopDop wrote: ↑ I understand your point. Does it mean that the onus is on the consumer (and not the store or manufacturer) to demonstrate that it was accidental damage ? What if there was a scratch or damage that was not noticed in store then discovered later ?

I went to the Apple Store but they refused to exchange or repair it as part of the manufacturer's warranty or as a goodwill gesture. I am now escalating my case through Apple's customer service levels

At the end of the day onus is ALWAYS on the customer to verify before leaving the store.

This is why Best Buy has you visually inspect TVs before they let you take them out of the store.

+2

Aug 23rd, 2018 3:37 pm

#16

drtmrcht: Sr. Member; Jul 19, 2010; 606 posts; 243 upvotes; Calgary

Aug 23rd, 2018 3:37 pm

Did they open the box / remove the shrink wrap infront of you? what about peeling off the screen protector?

Aug 23rd, 2018 3:50 pm

#17

SnoopDop [OP]: Deal Addict; Nov 25, 2010; 1648 posts; 820 upvotes; Kanada

Aug 23rd, 2018 3:50 pm

drtmrcht wrote: ↑ Did they open the box / remove the shrink wrap infront of you? what about peeling off the screen protector?

Yes they did that in front of me. I did not immediately notice any scratch, but I must admit that I was not meticulous or exhaustive in inspecting the device for scratches or other damage.

Part of the art of working in customer service, at any company, is the ability to invent plausible explanations for unexpected outcomes. An algorithm makes the decision. The agent does not necessarily know why.

Aug 23rd, 2018 3:56 pm

#18

drtmrcht: Sr. Member; Jul 19, 2010; 606 posts; 243 upvotes; Calgary

Aug 23rd, 2018 3:56 pm

Can't say I blame the store.. it's crappy it happened to you, but if could go either way.. It was scratched during manufacturing or somehow happened while in your possession.

+1

Aug 23rd, 2018 4:35 pm

#19

WorldIRC: Moderator; Sep 27, 2003; 10258 posts; 2780 upvotes; Newmarket

Aug 23rd, 2018 4:35 pm

SnoopDop wrote: ↑ Yes they did that in front of me. I did not immediately notice any scratch, but I must admit that I was not meticulous or exhaustive in inspecting the device for scratches or other damage.

Then in this case, the store is not liable. They provided you an opportunity to inspect. I hope that Apple can help you out.

RFD Forums Moderator

+1

Aug 23rd, 2018 4:51 pm

#20

bomber17: Deal Addict; Apr 5, 2016; 4846 posts; 3338 upvotes; Calgary/Vancouver

Aug 23rd, 2018 4:51 pm

Shitty situation but they did opened and inspected the phone in front of you. I do know that Telus has exchanged phones before as a goodwill gesture. If apple won't help, try calling Telus and they may help you out. Just try to be sincere and don't start blaming everyone and you may find a sympathetic rep willing to help.

Current Fido and Rogers customer.
Ex Koodo customer.