Consumer Guarantees - HN Denying Refund
Last edited 13/12/2018 - 20:55
Seeking expert advice of fellow members. I bought a BOSE SoundTouch 30 Wireless Music System (about ~3 months ago) from Harvey Norman that has capability to directly stream music from Internet Radio stations. Bose used to provide this feature through a service provider called vTuner. All of a sudden, 3 weeks ago they have decided to stop using this provider and instead moved to Tune In as their preferred provider for internet radio.
This essentially meant that the station that I was listening to on my speaker is no longer available to be played directly on my speaker (My Radio station is not available in TuneIn and is only available in vTuner). I run a Internet Radio station myself and the purpose of buying this speaker is to test the streaming quality and to listen for content of my station and provide feedback to the team. This means that the product is now unfit for the purpose. I also bought this speaker after discussing my requirement and after verifying that I am able to listen to my station in the Speaker. Bose had made this change without any prior communication and there are so many other consumers like me who are annoyed with Bose's sudden decision to stop vTuner integration. While Bose calls this update as an upgrade, it has actually affected my usage of the product. Had there been any communication that the provider will be replaced by TuneIn, I wouldn't have purchased it at all as Tune In has stopped adding new stations for a long time now.
I approached Bose and the retailer Harvey Norman explaining my situation and HN has ignored to respond to my enquiry. I called HN and was transferred to a manager who never let me speak or take my problem into his ears and only kept telling it is not his company's problem and he cannot help me.
Am I protected by consumer guarantees or any provision of the law to get a refund of the product? Please advice.
Update: I contacted Harvey Norman contact centre instead of the nearby store and they had in turn contacted the store to accept my return of Bose speaker. I just returned it back to them. I had earlier lodged my concern with ACCC and sent a copy of it to Harvey Norman. Not sure if they accepted to refund out of goodwill or due to the complaint lodged