Refunds on faulty goods?

[RichKid]

Folks, I think we've helped Smurf as much as possible for the moment, let's see what happens once he returns from BigW this arvo, having been armed beforehand with ASF know-how.

Meanwhile, if you want to continue what would ordinarily be expected to be a fruitful and productive discussion for shoppers, I suggest you drop the personal invective. Try pm or try not posting til you've calmed down- or you could type out your whole angst ridden post and then delete it to let out the heat....then retype a decent one according to the ASF code of conduct and posting guidelines. Deal with the issue rather than aspersions about the poster's character traits or occupation. Remember that even if someone makes an error they may have done so inadvertently in the spirit of cooperation and kindness so let's be a bit forgiving- even top QC's get it wrong.

Let's try to end this year on a positive note, we're all just trying to help out Smurf here so let's continue in that benevolent spirit.
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Happy New Year to everyone! May it be a prosperous and joyful one for you all!!

 

[Smurf1976]

I'll keep out of the debate in the previous few posts but here's what happened.

In short, they offered a replacement up front until they realised they were out of stock. Then they offered a refund without question.

I asked instead if they could check with two other Big W stores that aren't too far away and see if they had the item in stock. No luck there, all stores are out of stock.

They said I could have a refund or wait for more stock to arrive and then swap the faulty one for a new one. Since the price I paid was discounted and it's not urgent, I chose to wait and see what happens in a week. Only downside was having to put if back in the car again etc.

Overall, excellent service and better than I expected after I read their refunds policy on their website. Only minor fault I could find was not knowing when more stock would be delivered - I would have thought that info would be all computerised and easily accessible.

 

[rederob]

Only minor fault I could find was not knowing when more stock would be delivered - I would have thought that info would be all computerised and easily accessible.

Smurf
Because its Xmas they would have had no chance getting through to anyone that could give you other than a guess.
I tried to buy a wheelbarrow from Bunnings on Saturday. The store had about 10 left on the shopfloor - none suitable. They said they would have more in the new year - their best guess (not bad given it's tomorrow).
Believe it or not the local harware shop (which is about as big as a double garage) had 8 wheelbarrows and I bought one a good deal cheaper than anything I saw comparable at Bunnings - and it wasn't even on special.
Now just have to pour the concrete driveway to justify the purchase!

 

[Smurf1976]

Smurf
Now just have to pour the concrete driveway to justify the purchase!

New Year's resolution for a new driveway?

 

[Julia]

Six months ago I bought a kettle from "The Warehouse". Great design, backlighting etc. A couple of days ago the mechanism of button which raises lid failed. Took it back with receipt as proof of purchase.

I was told that they no longer refund or replace any faulty goods if fault occurs more than fourteen days after purchase, and I'd have to send it back to the manufacturer.

Now, it wasn't an expensive kettle and the postage involved in sending back to manufacturer obviously wouldn't be worthwhile, and in the meantime I'd be without kettle, so this seems to be some sort of move to make customers give up and just buy new item.

However, they cannot do this. Under statutory warranty they have to provide an article which reasonably does the job expected for a reasonable amount of time. I pointed this out and suggested Fair Trading would be interested in their 14 day policy. Young assistant checked what she should do with the manager, and they backed right off, and yes would replace the dreaded kettle.

Thought I'd mention it, as not everyone is aware of the obligation of retailers re statutory warranty.

 

[Boggo]

This is an interesting site Julia, you may find some reference to it on here.
http://www.recalls.gov.au/content/index.phtml/itemId/952879

Worthwhile having a look at cars if you as you were looking a while ago.
Clicking on each one on the left is interesting.

 

[UBIQUITOUS]

Thanks for that link Boggo.

I'm rushing to check the model number of my Breville:

What are the defects?

A potential risk has been identified where the blade may break when subjected to heavy loads, creating a risk of the metal blade remaining in the beverage if left undetected.

 

[Julia]

Thanks for the link, Boggo.

An update on my earlier post re the statutory warranty.

The day after that episode, the convection/microwave in the same brand took on a life of its own, just turning itself on without anything in it, running for a minute in every ten.

Nine months old. Took it back, expecting another battle.
Not at all. I'd have been happy with part refund given I'd had 9 months of use, but was simply asked if I wanted refund or replacement, opted for refund, and full amount was paid over with a smile. So maybe management had done a bit of a rethink about their statutory warranty obligations.

I've learned a good lesson, though, i.e. not to ever buy cheap stuff.

 

[Tysonboss1]

In my store i offer customers exchange of the item if it is within 7days of purchase.

after 7 days I offer to repair the item, if on examination it can not be repaired I exchange it.

I have never had to give a cash refund.

I don't really believe in cash refunds, becuase I don't believe i should have to refund a customer just because they have changed their mind, and if they haven't changed there mind then they still need the product so an exchange or repair would suit them better anyway.

 

[Julia]

In my store i offer customers exchange of the item if it is within 7days of purchase.

after 7 days I offer to repair the item, if on examination it can not be repaired I exchange it.

I have never had to give a cash refund.

I don't really believe in cash refunds, becuase I don't believe i should have to refund a customer just because they have changed their mind, and if they haven't changed there mind then they still need the product so an exchange or repair would suit them better anyway.

No one is expecting a refund 'because they have changed their mind'.
But under the terms of the statutory warranty (nothing to do with manufacturer's warranty) if the product is faulty, i.e. does not work as it is supposed to, the retailer is obliged to replace or refund.

If a brand has repeatedly failed, then why would the customer want it again?

Re a repair, fair enough, except that the customer has the inconvenience of being without a necessary appliance while it's sent away for repair.

Here is the info from Department of Fair Trading, Queensland.
http://www.fairtrading.qld.gov.au/refunds.htm

If I were a retailer I'd be very conscious of goodwill and potentially losing a customer.