CPL online Refusing Refund - Can I Do a Chargeback?

Aap Ke Papa on 30/08/2018 - 19:21
Last edited 30/08/2018 - 19:35 by 1 other user

Hello kind people

I bought a scanner for business worth $528 yesterday and opened it today.

I went into the Preston store and I gave this guy the model number of scanner I currently use Fujitsu fi-7160 and told him to give me a device which is cheaper but same specs. He did all the comparisions and said Fujitsu Scansnap IX500 is $528
Only difference is IX500 scan speed is 1 page/2 seconds where as fi7160 1page/1 second.

I set it up and the device doesn't work with the work program we use and only works with the software that it comes with.
I do some research and find out it doesnt have TWAIN driver.

I take it back and tell them the situation and ask them to swap it for a model with a twain driver as this device is useless to me.

Now they are refusing to process the return.

I even offered to charge me repackaging fee and they we so so rude towards me.

They said take this back and we can't return it.

I ended up leaving the item there and walked out telling them this item is useless for me.

Can I do a chargeback?

Any other advice for me to deal with this situation?

TL;DR

Bought scanner from CPLonline which was not performing the job as described, took it back for return/change to different model, they are refusing return and are being nothing but rude.

Computing Chargeback Return Scanner

Related Stores

CPL Online
CPL Online

closed Comments

  • spackbace on 30/08/2018 - 19:26
    +2

    I ended up leaving the item there and walked out telling them this item is useless for me.

    Wow… Bit of a temper there huh

    • Aap Ke Papa on 30/08/2018 - 19:48
      -3

      They kept me standing there for 1 hour 30 minutes going back and forth on the phone with someone
      The item is dead money to me anyways
      I thought I ll do a chargeback claiming item not as described with the item with them and not me now

  • HighAndDry on 30/08/2018 - 19:28
    +8

    I set it up and the device doesnt work with the work program we use

    Did you tell them you needed it to work with a specific program…?

    When I hear "specs" I think hardware, not software.

    Can i do a chargeback?

    You can always try, but I don't like your chances. You didn't do your research, (imo) you weren't specific enough with what you needed it for, and the actual unit works.

    • Aap Ke Papa on 30/08/2018 - 19:50
      -1

      I totally agree with what you are saying.I wouldnt have know about the twain driver requirement.
      And I am not asking for a refund. Just give me another model with twain driver or store credit and even charge me repacking fee upto $100

      • [Deactivated] on 30/08/2018 - 19:58
        +1

        You didn't know you need a TWAIN driver, neither did the vendor yet you believe the vendor should be liable for your ingorance.

        No, the vendor isn't in anyway obliged to accept an exchange or partial refund for your mistake.

        You're also confusing good service for bad - the vendor had to be on the phone for 90 minutes because of your blunder and you fault them for it?

        I think you have some apologizing to do.

      • HighAndDry on 30/08/2018 - 20:01

        Sure - but you needed to go in the first time understanding you're not entitled to a refund and asking nicely to work something out. I don't know what you did, but I think how you approached them may have factored into how they reacted.

  • mysterytal on 30/08/2018 - 19:31
    +1

    You could try. You would have to claim it is not as described to have a chance of success.

    Good luck.

  • whooah1979 on 30/08/2018 - 19:37
    +6

    I do some research and find out it doesnt have TWAIN driver.

    researching should be done before the purchase not after.

    • Aap Ke Papa on 30/08/2018 - 19:46
      -3

      How would i know it needs a twain driver?
      That is why i gave him the model number we currently use.
      I didnt know until it gave me an error regarding WIA/TWAIN driver

      • ronnknee on 30/08/2018 - 19:59
        +5

        How would he know you need a TWAIN driver?

      • JimmyF on 30/08/2018 - 20:56

        How would i know it needs a twain driver?

        Ummmm

        I do some research and find out it doesnt have TWAIN driver.

        You do your research

  • whooah1979 on 30/08/2018 - 19:39

    only works with the software that it comes with.

    I take it back and tell them the situation and ask them to swap it for a model with a twain driver as this device is useless to me.

    this item is fit for purpose. the retailer aren't required to offer a change of mind exchange.

    • Aap Ke Papa on 30/08/2018 - 19:51
      -1

      It is not fit for purpose though.

      • whooah1979 on 30/08/2018 - 20:00
        +2

        It is not fit for purpose though.

        it is. the specs can be found here. the link states that this item doesn't support twain.
        http://www.fujitsu.com/au/products/computing/peripheral/scan…

        Driver Specific driver
        · Windows®: Does not support Twain/ISIS®
        · Mac OS: Does not support Twain

      • [Deactivated] on 30/08/2018 - 20:02
        +1

        Not fit for your purpose.

        If I tried refunding a filing cabinet because it doesn't wipe my ass cleanly, I could argue the same and be refused on the same grounds.

  • Aap Ke Papa on 30/08/2018 - 19:44
    -2

    What I dont understand officeworks wouldnt think twice before offering refund? and they just have such poor customer service skills towards a business who buys $1000s worth of stuff from them every few months

    • whooah1979 on 30/08/2018 - 19:58

      officeworks

      ow is owned by wesfarmer which were ranked 1 in revenue 2017. they've plenty of money to offer a change of mind exchange. cpl computers is small 4 store chain operating with a minimum profit margin.

    • JimmyF on 30/08/2018 - 20:57
      +1

      What I dont understand officeworks wouldnt think twice before offering refund?

      Then why didn't you buy there? Oh because they cost more….. which answers your first question

    • zonra on 30/08/2018 - 21:09

      What I dont understand officeworks wouldnt think twice before offering refund?

      Surely not after you break the seal, open and set it up before bringing it back?

  • kahn on 30/08/2018 - 19:57
    +9

    Contact Tracey Grimshaw. I want to see the re-enactment with dramatic music.

    • kahn on 30/08/2018 - 20:38
      +16

      OK, just one more joke. Contact the Public Transport Users Association regarding the twain driver.

      • CyberMurning on 30/08/2018 - 23:52

        Another joke. Contact ozbargain post a thread asking the question.

        Ups…. You have done it already..

  • Olokun on 30/08/2018 - 20:03

    The question is did you ask them to ensure that it worked with your particular software?

  • amkssg on 30/08/2018 - 20:05

    As you mentioned, you are willing to absorb a $100 loss. So, why don't you just sell it yourself?

  • Diji1 on 30/08/2018 - 20:16

    Contact the consumer affairs agency in your state.

    It's a state government agency to tell you what to do to exercise your consumer rights.

  • ronnknee on 30/08/2018 - 20:18
    +2

    OP, you sound like every retailer's nightmare.

  • Aap Ke Papa on 30/08/2018 - 20:27
    -1

    I am turning to you guys for some advice on how to deal with this situation.
    Clearly i didn't deal with it very well.
    I accept the blame.
    Can you all move past shooting me down and offer me some advice regarding the next step?

    • whooah1979 on 30/08/2018 - 20:35

      return the item and ask for an exchange while paying them a re-stocking fee.
      http://cplonline.com.au/terms-and-conditions/

      Change of mind Returns and Exchange
      1. We will not accept a request to return and refund purchased goods where you have simply changed your mind, made a wrong selection or have simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping card and confirming your order.
      2. We reserve the right to reject any change of mind return/exchange unless goods are in their original packaging. Returns of products that have been damaged, modified or tampered with will not be accepted. Goods that have already been opened are subject to our testing and approval and may require additional time to process.
      3. Returns which are accepted are accepted at, the lesser of the market value at time of return or purchase price, less a restocking fee. Our Restocking fee is 15% ($10 Minimum).
      4. Returns of software or games will not be accepted except for warranty.
      5. When returning goods, please proof of purchase must be provided.

    • JimmyF on 30/08/2018 - 20:58
      +1

      Can you all move past shooting me down and offer me some advice regarding the next step?

      Your advice has been, you got what what you asked for. They don't have to refund for a change of mind.

      Go back, get your scanner and sell it 2nd hand, and then buy the CORRECT one.

    • zonra on 30/08/2018 - 21:01

      Can you all move past shooting me down

      Fine.

      and offer me some advice regarding the next step?

      Stop blaming the store.
      Buy a new scanner (probably from elsewhere if you don’t like this one), make sure to tell the staff your specific requirements this time.

  • Melb69 on 30/08/2018 - 20:45
    +1

    This is why the poor customer service guy cops unwarranted customer dissatisfaction. If you didn't do your own research on the model to ensure it was compatible with your needs why is it the sellers fault. Take some responsibility for your own actions. What a joke?

    It is up to the seller if they want to offer an alternative or exchange for such a situation. Must happen alot at that place, so they just dont put up with bad customers.

    Anyone reading this OPs thread should get some ideas on how not to buy stuff on line or in store.

  • SnoozeAndLose on 30/08/2018 - 20:51

    U should read their product review before gping in there

    • Aap Ke Papa on 30/08/2018 - 21:53

      That is where i found out when i googled the error

  • PAOK11 on 30/08/2018 - 21:29

    Did you use amex ? They will process return where the vendor won't, so iv'e heard

  • Faulty on 30/08/2018 - 21:50
    -1

    You should've said to the store "thwadi bhen di ***" which fixes most problems

  • gummibear on 30/08/2018 - 22:27

    I ended up leaving the item there and walked out telling them this item is useless for me.

    maybe they will charge you $528 for storage fees :P

    It's not their responsibility to look after your property.

  • havebeerbelywillsumo on 30/08/2018 - 22:36
    +1

    My way of thinking…………..

    How could OP check whether item he purchased was fit for purpose? Probably didn't even know it existed till it was placed before him.

    if the op's version of the situation is correct store is at least partially liable for selling a product which did not fill the OP's requirements. The seller may have genuinely thought it did and cannot realistically know everything about what they sell BUT they did take the money so IMHO they made a "promise/contact" that they would meet the OP's requirements.

    Those requirements may not have been adequately expressed, I don't know, however the store chose to sell, it was not forced to.

    Messy, I can see both parties being at fault here.

    Only thing I can say is consult with your state's consumer affairs body and the comments about going back to the store and reclaiming your item are good advice too.

    I would not advocate "chargeback" as it is not a clearcut case of misrepresentation/non supply of goods.

    • R-Man on 30/08/2018 - 23:54

      BUT they did take the money so IMHO they made a "promise/contact" that they would meet the OP's requirements.

      Not at all unfortunately. The promise was: that the $528 Fujitsu scanner will work as it is described to work in its advertising or documentation.

      How could OP check whether item he purchased was fit for purpose? Probably didn't even know it existed till it was placed before him.

      OP should have done extensive research about how the product will fit their use case. In this example, the question to research was "does the [new scanner] work with my [existing software]?". I do this kind of frustrating research before buying any electronic things.

      Even though you're right about some requirements being unknown until you buy the thing, it is still expected that the customer be 100% sure the product is right for their purpose before they buy it.

      Messy, I can see both parties being at fault here.

      I hate being in OP's situation but unfortunately CPL has no blame in this, besides their manners. I too find them rude and snobby when I try to ask them about product features and suitability…. but I understand they sell few 100s of variations of hardware with new hardware coming out every few months. It's not a store that provides any advice to customers :(

  • lol no on 30/08/2018 - 23:12

    "I went into the Preston store and I gave this guy the model number of scanner I currently use Fujitsu fi-7160 and told him to give me a device which is cheaper but same specs."
    Well, you put him in an impossible situation. The ONLY option was to buy the same model… Specs will NEVER be the same, I mean, you could nit-pcik that the size isn't exactly the same, or the weight…

    Soz OP, you made a mistake, clean up your own plop.

  • Moderatorscrimshaw on 31/08/2018 - 00:48

    OP requested thread closure.

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