Bought something from EB Games that broke too soon?
What does EB Games's warranty cover?
- New products: Covered by manufacturer warranty; EB Games assists with repairs or replacements for faults.
- Preowned products: Covered by EB’s "12-Month Preowned Guarantee" against manufacturing defects.
- Australian Consumer Law (ACL): Applies to all products, meaning items must be of acceptable quality and last a reasonable time.
- Optional EB Care Plans: Available for extended coverage (2–3 years for consoles, 1–2 years for controllers, 1 year for game discs) including accidental damage.
- Remedies: Refund, replacement, or repair depending on whether the fault is “major” or “minor” under ACL.
How to claim a warranty with EB Games
- Contact EB Games or visit a store – Call (07) 4800 4084, email customer.service@ebgames.com.au, or visit any EB Games store.
- Provide proof of purchase – Receipt, order confirmation, or EB World membership lookup.
- Product evaluation – Store staff assess the fault. Some issues can be verified and resolved on the spot.
- Resolution – Refund/replacement for major faults. Repair/replacement parts for minor faults. Possible manufacturer referral.
- Follow up – Use your claim reference to track progress via store or EB Games customer service.
Exclusions & limitations - when EB Games's warranty doesn't apply
- Accidental damage, misuse, liquid damage, or abnormal use (unless covered by EB Care).
- Wear and tear or cosmetic damage that doesn’t affect functionality.
- Issues caused by unauthorised repairs/modifications.
- No proof of purchase (unless EB World account lookup is possible).
- Consumables (e.g., batteries) and software issues unrelated to physical defects.
- Outlet for service may be manufacturer in some cases (timeframes may vary).
Required documentation for EB Games warranty claims
- Proof of purchase – Receipt, invoice, or EB World purchase record.
- Serial number/IMEI – For consoles and electronics.
- Fault description – Verbal explanation, and photos/videos if helpful.
- Accessories if relevant – Bring components tied to the fault (e.g., power supply, controller).
- EB Care plan proof – If applicable, provide your EB Care documentation.
How long does the warranty claim process take with EB Games?
- Same day – Many in-store claims are resolved immediately if stock is available.
- 1–2 weeks – Common for repairs or replacements via service centres.
- 2–4 weeks – More complex claims involving manufacturer repair.
- Delays possible – During busy seasons or for major recalls.
- ACL safeguard – If a repair takes too long, you may request a refund or replacement instead.
EB Games cases submitted through Ajust
I bought Just Dance 2024 but couldn’t even play it because the Ubisoft login wouldn’t work and support was no help. It’s frustrating having a game I paid for that’s completely unusable. I just want what I bought to work as promised. – Jacob
After trading in my PS4, I returned a faulty PS5 controller for repair, but it disappeared in-store and I never got it back. I’m left with a console I can’t even use, and the way the staff handled it made things worse. – Brendon
I ordered a fragile collectible online and it arrived broken because the box wasn’t properly packed. There was no padding on top, so it shifted and cracked. I expected better care for something clearly marked as fragile. – Jaqueline
My Xbox stopped working months ago and EB Games said they’d send me a return bag for inspection, but nothing ever arrived. It’s been over two months and I’m still stuck with a dead console and no update. – Frank
Recent EB Games customer warranty experiences
Positive: A preowned PS3 was swapped the same day for an HDMI fault.
Negative: A controller warranty claim was refused in-store due to lack of EB Care, despite ACL obligations. The case required escalation.
Flexible: Receipt lookup via EB World account allowed a no-receipt return.
Official EB Games Warranty Policies & Support Links
EB Games Warranty FAQs
What does EB Games’ warranty cover for new and preowned products?
EB Games’ new products are covered by the manufacturer’s warranty, while preowned items come with a 12-month Preowned Guarantee against manufacturing faults. Both are protected under Australian Consumer Law, which ensures items are of acceptable quality and last a reasonable time. Optional EB Care plans extend protection and may include accidental damage cover, giving consumers extra peace of mind.
How do I make a warranty claim with EB Games?
You can claim by visiting any EB Games store, calling customer service, or emailing their support team. Bring proof of purchase, describe the issue, and include accessories or documents like your EB Care plan if relevant. Staff will assess the product and may resolve it on the spot or send it for repair or replacement, depending on the fault’s severity.
What does EB Games’ warranty not cover?
EB Games’ warranty doesn’t apply to accidental or liquid damage, misuse, or normal wear and tear. Cosmetic damage or unauthorised repairs also void coverage unless you’ve purchased EB Care. Consumables like batteries and software glitches unrelated to physical defects are excluded too, aligning with standard Australian Consumer Law protections.
How long does an EB Games warranty claim usually take?
Many claims are resolved the same day if stock is available, but repairs and manufacturer referrals may take one to four weeks. Delays can occur during peak seasons. Under Australian Consumer Law, if a repair takes too long, you’re entitled to request a refund or replacement instead, ensuring fair and timely outcomes.
If you don’t act now, you might lose your rights.
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