I bought an Ipad Air around August 2014 from kogan worth $390. Recently it no longer turn on. I already went to Apple Store, I was told me that they dont know the cause of the issue. I was given an option to pay $370 for a replacement.
What should I do to have it fix or should i simply sell it? DO kogan offer an Australian warranty of 2 years?
I bought it using Paypal using ANZ Black Card but I already deactivated the card Im not sure if the extended warranty cover is still applicable. For Kogan I though the warranty is only limited to 1 year. Ill call both ANZ and Kogan to confirm. Thanks for the tip
Generally speaking, your statutory rights as a consumer means that the product you purchase must last / be covered under warranty for a 'reasonable' period of time. The key point being that 'reasonable' is obviously going to vary based upon the product and its price (think: $2,000 TV vs. $300 TV of similar size).
I think 'reasonable' in the case of phones & tablets is going to be 24 months given the fact that telcos sell them on plans that typically span 24 months; they obviously couldn't be selling a post-paid iPad on a 24 month contract if the device typically fails within 12 months. As such, I think it's reasonable to expect retailers/mfc to cover your product. The problem is that Kogan - since its inception - has generally been pretty anti-consumer in its warranty process; don't let them tell you it's Apple's problem. You can try emailing/calling them to get the issue resolved, politely mentioning your rights as a consumer (and generally reiterating the fact that the life expectancy of phablets should be 24 months) and hopefully that gets the attention of a CSR. If that fails, you now mention your willingness to lodge a complaint with your state's dept of fair trading (which you should follow through on) and you reiterate the life expectancy of tablets based upon how other retailers are selling the devices (through extended contracts). You should also start the same process with Apple who are generally more consumer-friendly and their CSRs have more wiggle room when it comes to consumer satisfaction.
Ultimately one of the parties should step up to the plate and resolve the issue for you. Dept of Fair Trading won't step in until you've jumped through some hoops and made some effort to get the retailer/mfc to remedy the situation.
All well and good but since it was purchased from a non Australian company (Kogan HK) I don't believe OP will have any Australian consumer rights.
That's the downside to grey importing
@juicedpixels:
They still run the usual spiel about
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. The warranties and product support that we offer and provide pursuant to our Terms and Conditions are in addition to the consumer warranties and guarantees under the Australian Consumer Law.
The benefits provided to you by this contractual product warranty are in addition to other rights and remedies available to you under the law.
https://www.kogan.com/au/warranty-terms-and-conditions/
Also from the Choice website.
https://www.choice.com.au/electronics-and-technology/interne…
The ACL can also apply to parallel importers in Australia like kogan.com.au and dstore.com, no matter where the products are sourced from.
Can't hurt to try and explain that you're aware that their products are covered under ACL.
You should not have dropped it.
It won't turn on, but you want to sell it?
You can sell in non working condition on eBay. Still get quite a lot actually.
Take it somewhere to be fixed and get few more years of use of it. The fix might be very easy. Apple store might do a free assessment?
Or fix it by yourself.
My daughter's iPhone 5 died, did not turn on. I swapped the battery myself and after that it worked fine again.
It just takes steady hands and few minutes on YouTube :)
Email Received from Kogan:
Thanks for providing us the details.
I have raised this with one of our senior team members.
They will look into this and assist you via email as soon as possible.
Please allow up to 2 - 3 business days for them to get back to you, though it will likely be much sooner!
We appreciate your continued patience, and look forward to assisting you further.
*** Now I just need to wait
Latest Email from Kogan:
Your return ID is: RAXXXXXXX
Please pack the unit, making sure to include all accessories and the original packaging.
You should have received an email titled "Important Return Information" from "[email protected]".
Please read this email carefully and attach the Kogan.com barcode to your package. You can see an example of this barcode
*** Yes it seems that Kogan will honour the Australian Warranty declared in the consumer law.
Great to hear.
Did you have to mention anything about ACL when you first emailed them?
Yes I did.
Did you contact Kogan?
Did you pay for it on credit card with extended warranty? If so, claiming on that might be easier….