Broken Xiaomi Roborock - Gearbite Refuse to Replace

LNeimad on 27/02/2019 - 13:19
Last edited 01/03/2019 - 11:42 by 1 other user

I purchased a Xaomi roborock s50 late last year. Worked great for the first 2 months but came home to it making a really loud noise and with a really strong burning/smoke smell throughout the house. The vacumm cannot be used.  There are no blockages and no errors on the app.

Contacted gearbite and there was some back and forth explaining the issue and had to send a video of the problem. They agreed its broken and asked for it to be returned and they will have a go at repairing it.

I thanked them for the offer of repair but as its a major fault and the unit is only a couple months old I would like a new replacement as per ACCC rights. They are refusing to replace and will only offer a repair.

my reasons for wanting a replacement

The only reason that should really matter - ACCC gives the customer the right to refuse a reapir for a major fault and ask for a refund or replacement. The retailer gearbite than works with the manufacturer xaomi on what they do with the broken unit

But also

• its unclear how much of the machine is damaged and if other parts were affected.

• its less than 3 months old

• they will need to keep the machine to diagnose and repair. It has already been almost a week since the machine broke,I would prefer a replacement asap and leave them to sort out the issues with the broken unit

• they are going to try repair it themselves, I cant see any info about them being an authorised repair center for xaomi

What do you all think? What are my options now? I'm all for sml/med business and if it was a loose wheel or something then yea, do a quick fix. But a macine that is no longer working and smelled like it was 10 seconds away from going up in flames??? you guys can keep it and Ill take a new one thanks.

Related Stores

Gearbite

• 

  HighAndDry on 27/02/2019 - 13:47

  +5

  They agreed its broken and asked for it to be returned and they will have a go at repairing it.

  That seems fairly reasonable.

  I thanked them for the offer of repair but as its a major fault and the unit is only a couple months old I would like a new replacement as per ACCC rights. They are refusing to replace and will only offer a repair.

  You've no idea if it can be repaired or not. It could be as easy as swapping out a single part.

  What's with people thinking that their subjective opinions are valid replacements for objective fact?

  • 

    Neimad on 27/02/2019 - 14:02

    -2

    Sure, no doubt it could be repaired but that's not the issue here. ACCC gives you the option to either accept an offer of repair or ask for a refund/replacement. The unit no longer works which I'd consider major regardless if it's a single part or not.

    • 

      HighAndDry on 27/02/2019 - 14:04

      No - a minor defect can cause something to stop working. E.g. - a loose connection in a TV would do that, and yet would be a 5 minute repair.

      What's with people thinking that their subjective opinions are valid replacements for objective fact?

      Whether it's a major defect or not is not up to you to decide. I didn't think I'd need to spell that out.

      • 

        Neimad on 27/02/2019 - 14:14

        -2

        I dont think its necessarily upto the retailer either. You take a broken TV back to JB Hifi and who are they to determine how serious the issue is. If its not working, its not working. They are not Samsung. They can offer to send it for repair but ultimately must replace it on the spot if requested to do so..

        Same situation here.

        • 

          HighAndDry on 27/02/2019 - 14:14

          +2

          @Neimad:

          I dont think its necessarily upto the retailer either.

          You're right, it's not. Which is why they're want it back to inspect it first and try to fix it.

          They can offer to send it for repair but ultimately must replace it on the spot if requested to do so..

          No they don't have to. That's the exact topic we're arguing here. Using that as an example is circular logic. Stores will often offer a replacement because it's more convenient for them than arranging an RMA, but just because they commonly do this, doesn't mean they're obliged to do this.

          • 

            Neimad on 27/02/2019 - 14:17

            -1

            @HighAndDry: Yes, and exactly one of the problems I have with this! Should JB be trying to fix TVs out the back or sending them to the manufacturer for proper diagnosis and repair.

            • 

              HighAndDry on 27/02/2019 - 14:19

              +1

              @Neimad: You've no idea how the store is going to fix this. Maybe they have remote diagnostics software linked to Xiaomi. Maybe they are authorised repairers, since they seem to be authorised distributors.

              And from your JB Hifi example, you've already taken the TV back and JB will definitely inspect it before offering you anything, repair or replacement.

        • 

          hikaru78 on 27/02/2019 - 15:19

          @Neimad: can you please quote the specific legislation that entitles you to an on the spot replacement under ACL.

          You seem to be well versed in the law and I have never ever seen the clause you are referring to

          • 

            Neimad on 27/02/2019 - 15:43

            @hikaru78: "When you have a major problem with a product, you have the right to ask for your choice of a replacement or refund."

            "You can ask for a replacement or refund if the problem with the product is major."

            This- https://www.accc.gov.au/system/files/Refunds%20and%20returns…

            Never claimed to be well versed in the law, simply a consumer with a broken product using information provided online in the ACL.

            The only section of this that I see as being up for interpretation is the "easily fixed" wording. You bring a broken vacuum to a specialist vacuum shop you purchased it from and they inspect it and can fix it quickly and easily, then no immediate replacement required. You bring that same vacuum to an non-specialist retailer who sell a range of products and are not in the vacuum repair business (ie gearbite, JB, HN) and they can't see the problem without having a go at dismantling the unit then I'd say its not easily fixed and should be replaced on the spot.

            • 

              hikaru78 on 27/02/2019 - 16:59

              +1

              @Neimad: nothing there says on the spot replacement

    • 

      drfuzzy on 25/03/2021 - 19:59

      If the device is complex (such as a petrol remote control car, which has moving parts and requires servicing) then the ACCC accept that offering a repair is reasonable. No obligation to replace even if only a few days/weeks old. I think this device fits in the same category.

      Accept a repair.

      Your understanding of the ACL is incorrect.

      *source: experience as a retailer.

      • 

        Chickenleg on 27/03/2021 - 15:50

        It’s been over a year, I’d be hoping Gearbite sorted out their issue by now

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  hikaru78 on 27/02/2019 - 13:58

  +2

  They need to inspect it.. they are well within their rights to do this, just because you say you didn't break it doesn't mean they have to take your word for it.

  Feel free to qoute the ACL where it says they arent entitled to have it returned to them for inspection

  • 

    Neimad on 27/02/2019 - 14:15

    -3

    No issues with returning it. Once returned they can inspect but doesnt change the fact its broken and should be replaced.

    • 

      hikaru78 on 27/02/2019 - 14:56

      assuming its a manufacturing defect….. could be jammed with something you can't see. could easily create the symptoms you are referring too and that would definitely not be warranty either. Until the unit is assessed you cannot determine the outcome

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  dcep on 27/02/2019 - 13:59

  Sounds like you want a brand new replacement.

  If you're after replacement, they can send you another repaired/refurbished unit no problem while fulfilling ACCC requirement where replacement doesn't has to be brand new. Or, you can opt for refund.

  Whatever it is, you'd still have to send it back for them to check it out - In case fault by user error - Eg. water damage.

• 

  qwerty on 27/02/2019 - 13:59

  +3

  You have no clue exactly what and how it is damaged but have no problem diagnosing it as major and non user cased and have not even sent it back.

  I think they will win an accc complaint

  • 

    Neimad on 27/02/2019 - 14:19

    -3

    Absolutely no clue, but if it has smoke coming from it and is not working then yes I'm going to say major no matter what the retailer thinks..

    • 

      readeral on 27/02/2019 - 14:58

      +5

      A slipped drive belt will 1. make it stop working and 2. cause it to produce smoke. But it's not a major issue. It's a $3 part. Whats more, this has been a particular issue for traditional vacuum cleaners for decades, and used to be a common part replaced. Don't make assumptions. Work with gearbite, they're being reasonable.

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  EmployeeGearbite @ Gearbite on 27/02/2019 - 15:06

  +14

  Just want to clear this out, if it is major faulty, we do offer replacement. From the information we have, we know that some object in the fan to cause the fan problem and smell. This can be easy fix at our end and we have fixed devices in same situation without any problem. I am happy to explain your issue again so you do not need worry about that.