Marketplace
Hi everyone.
I want to get other people's experiences out there if they dealt with Kogan regarding a warranty claim for a product they purchased, how your claim was dealt and what was the outcome after dealing with them.
With further ado, here's a bit of a background about my experience with Kogan.
Purchased a Garmin Edge 820 (Bundle) along with a Garmin Fenix 5 smartwatch last month.
One week elapsed when I received both items in the mail. After setting up the Edge 820 in accordance with the instructions, tried to go for a ride and that's when I found out that it showed Kansas City as the current city when it tries to locate a GPS satellite signal. So I did what I could to maximise the GPS satellite signal by being outside, in an open area with no buildings and trees around. Had it synced with the Garmin Connect app in my my phone via Bluetooth and still no luck trying to load a map of Sydney. It still shows Kansas City on the screen with a flashing Garmin blue arrow with a red question mark on it. So to me, this Garmin Edge 820 unit did not have pre-installed Australian maps.
I sent a warranty claim at the end of last month to the Kogan Helpdesk via their website about the Edge 820 not having pre-installed Australian maps. Kogan Customer Care Team replied on the same day stating official Garmin navigation maps are not free and I will have to purchase them separately.
After doing a bit of reading on the ACCC website about on Consumer guarantees (https://www.accc.gov.au/consumers/consumer-rights-guarantees…), according under the Australian Consumer Law, one of the criteria on consumer guarantees on a product is that it must not carry any hidden debts or extra charges.
My reply to Kogan was simply stating the automatic consumer guarantees under the Australian Consumer Law as the online listing for the Garmin Edge 820 (Bundle), (https://www.kogan.com/au/buy/garmin-edge-820-bundle-garmin/), did not stipulate anywhere that the said item does not come with pre-installed Australian maps or any maps form that matter and customers will have to purchase official Garmin navigation maps separately. Correct me if I'm wrong here, to me this is an extra charge.
After a bit of email ping pong with Kogan and waiting 1.5 weeks in between emails, I emailed Kogan a complaint letter two days ago explaining what I just said on this post using the ACCC complaint letter format.
Finally, received an email from them today and in their response was for me to try all of these steps in order to improve the GPS satellite signal and if the issue still there then I will need to send it back to Kogan to get it assessed. Doing these steps the email is asking, to me, is a waste of time as I already done them when I set up the unit when I first took it out of the box.
It is really frustrating that you can only communicate with Kogan via email and there are no contact number. The really frustrating part is that it takes them 1.5 weeks to get a reply when in their emails said they'll get back to me as soon as possible. Oh well… It is what it is…
I know it's a long winded post but I just wanted to give anyone reading it as much info as possible and get their opinion on it.
Cheers!
ACCC - "unfit for purpose"
Kthnxbai