[Resolved] AU Retailer Not Honouring Warranty

Lwiha on 14/01/2017 - 14:38
Last edited 20/02/2020 - 15:13 by 1 other user

MOD: AusToolSupply has emailed us stating that they have offered a new replacement to OP at lower price. Please also see follow up comment from OP. [Resolved] has been added to the title.

Guys, I purchased a $200 Dewalt circular saw from an Australian company (http://austoolsupply.com.au/) on Ebay 9 months ago which has just broken (fails to work). They stated a year one warranty in the advert and were an Australian registered company with an ABN. It was paid for via PayPal. Several emails to the company including a contact form on their website (yes they also have a company website), but no response. Upon taking it into a local company to be repaired they tell me it is a US model and they will not honour the warranty in AU.

After contacting PayPal they have given me another email for the company but no response. There is no phone number anywhere (even a whois on the domain doesn't help).

Any ideas what to do? Time to just move on?

General Discussion

Related Stores

austoolsupply.com.au
austoolsupply.com.au

Comments

  • Grande Kintama on 14/01/2017 - 14:54

    Sounds strange that it is a us model. Did it come with a plug adapter or something?

    • wiha on 14/01/2017 - 14:56

      Oh its battery powered. I would have bought it from the US myself if I didnt care about the warranty.

  • Settero on 14/01/2017 - 14:56

    do you have the abn ?
    from the website it sure dose not look like a Australian company

    • wiha on 14/01/2017 - 14:58

      Whois gives you that. THE TRUSTEE FOR THE AUSTOOL FAMILY TRUST is company incorporated in Australia with identification number of 58378238247.

  • chinezejew on 14/01/2017 - 15:07

    Warranty
    1 Year Warranty on all tools
    Please contact us in writing detailing the purchase date, fault and serial number of the item.
    After 60 days from purchase, the customer will be responsible to return the item via post for an assessment.
    Once an inspection shows the trouble is caused by a manufacturing defect, we will repair or replace without charge.
    Warranty does not apply where;

    • Repairs have been made or attempted by others.
    • Repairs are required because of wear and tear.
    • The tool has been abused, misused or lack of maintenance.
    • Improper handling or lack of care.
    • Alterations have been made to the tool.
    • JIMB0 on 15/01/2017 - 08:47

      They will have to give an address for the return of the item. I bet it's a PO box to avoid any potential face to face contact with disgruntled customers.

  • rawm on 14/01/2017 - 15:31
    +1

    If you paid by PayPal and still have invoice/proof of purchase - you should contact eBay for the return/refund. http://pages.ebay.com.au/help/buy/return-item.html don't 'move on'. $200 is $200.

  • aoeueoa on 14/01/2017 - 17:28
    +1

    Have you contacted Dewald Australia?

    • Baysew on 14/01/2017 - 18:37

      Upon taking it into a local company to be repaired they tell me it is a US model and they will not honour the warranty in AU.

  • Cheeper on 14/01/2017 - 18:05

    Time to see if fair trading can get a reaction from them?
    Out of interest.. none of these apply?
    Warranty does not apply where;
    *Repairs have been made or attempted by others.
    *Repairs are required because of wear and tear.
    *The tool has been abused, misused or lack of maintenance.
    *Improper handling or lack of care.
    *Alterations have been made to the tool

    • wiha on 14/01/2017 - 21:07
      +1

      no, certainly none of those apply. Will give Ebay and Fair Trading a try Monday,

  • StewBalls on 14/01/2017 - 20:31
    +1

    Sorry to hear about your situation OP. To be honest, it was only a matter of time til this happened to someone, I've not heard good things about this mob from tradie mates, and this kind of confirms my own suspicions…I've deliberately avoided any deals from them as I thought this was what they were doing.

    Keep pressing eBay & PayPal, you've been deliberately deceived, contrary to the long standing eBay listing, they should be helping out here…failing that, as noted by others, don't let FT & ACCC off the hook, this is pretty sketchy business practice for an Australian based company.

    I hope you get some traction from someone though…

  • msmhw on 15/01/2017 - 00:53
    +2

    if you paid by credit card, dispute the transaction and explain everything for them. they are usually helpful

    • wiha on 15/01/2017 - 07:20

      If only… unfortunately payment was via paypal.

      • Geewhizz on 15/01/2017 - 07:56

        Did you use your credit card to fund the transaction?

      • msmhw on 15/01/2017 - 09:01
        +1

        I understand you used PayPal but did you pay by credit card via PayPal or you paid using PayPal balance, bank withdraw or debit card?
        If you used credit card via PayPal you still able dispute the transaction

        • wiha on 16/01/2017 - 21:23

          Thanks for the advice. Really.. even after 9 months?

        • msmhw on 16/01/2017 - 21:32

          @wiha: it depends on your credit card provider I guess I had some success with 28 degrees when I told them the seller is not willing to honor the warranty after 6 months. They opened a case for me and asked me to write a letter providing everything the messages between me and the seller and the ad …etc
          after couples of weeks I got my money back.

  • sostools on 16/01/2017 - 08:17

    While I appreciate your dilemma - DeWalt Australia will know it's a unit they haven't imported most likely due to serial number or product code combination and have no reason to honour the warranty, unlike say Apple who actually give you a global warranty, so you can buy it in Delhi and have a warranty service carried out in Sydney…

    …the fact is you bought a grey import, which probably saved you some cash and are expecting the same level of service as if you didn't, laws and regulations aside. I run a business that faces this on a daily basis, we service warranty and repairs occasionally - thanks to quality control and good product and it is a time consuming process. Stuff is more expensive here because everything is more expensive here including labour, property, transport, taxes. Generalisation, oI know but also a harsh reality for small business.

    Good luck in chasing this down but I don't think you are going to get far. eBay is more of a problem to most sellers than benefit and their fees are pretty high, so if you don't have the turnover the margin is pretty low, even if you are grey importing. After 9 months eBay or PayPal won't likely do much for you.

    • [Deactivated] on 16/01/2017 - 12:50

      It doesn't matter what dewalt says. It doesn't matter it's a grey import. The seller is an Australian business and can't avoid Australian consumer guarantees. If eBay seller don't cooperate and resolve in reasonable time, buyer should get it fixed and bill the seller. Seller will have to pay for repair.

    • djkelly69 on 16/01/2017 - 13:58

      OP seems to be aware he can't force Dewalt Australia to do anything, and doesn't mention them at all. He is trying to get the eBay seller to provide the 12 month warranty it advertised as being included with the product.

      Somewhat unrelated, but I don't think Apple Australia does honour the warranty on international phones.

  • connor256 on 25/01/2017 - 15:28

    Unfortunately i have the same issue, received a $1100 Dewalt kit from them a couple of days ago, opened the box and one of the drills seems to not run correctly, contact austoolsupply and as soon a refund was requested i haven't heard a word from them, so I've contacted them again through PayPal and if i get no reply ill be opening a dispute through PayPal, i hope time is with my favour as i only received the item a couple of days ago.

    • wiha on 23/02/2017 - 08:29

      How did you get on with this?

  • wiha on 03/02/2017 - 10:52

    Well I received a reply finally and a reply paid address with a phone number. I sent this off almost 3 weeks ago. Despite my efforts I haven't received a reply. The phone number given was for the post office this was being sent to! Be careful of this company guys.

  • wiha on 23/02/2017 - 08:28

    Well its been 5 or 6 weeks now and a complaint to fair Trading has finally prompted them to do something. They've finally inspected the saw and sent photos. From the photos it appears its not even a workshop who have inspected it. They claim a bearing has broken and that the tool has been well used and is not worth repairing. The saw has actually had very minimal home use and I believe it is in very good condition. Their email states they have had this before (item 'overused') and that a judge ruled in their favour.

    The bearing in question appears to be a $10 part (probably $25 with shipping from US), but I guess Im stuck repairing this myself if they will actually return it to me.

    Lesson - do not expect a warranty on products from Austoolsupply or any other company or individual importing from overseas. Youd be better buying yourself from Amazon.

  • OldBugger on 14/05/2019 - 22:43

    To bring up an old thread, just wondering how this seller has 100% feedback? I was thinking of using them until I read this thread

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