Here is my email chain trying to get my faulty kettle replaced. (The kettle still worked - it just constantly beeped when returned to the charger until you pressed a button).
Thank you for your email.
I'm sorry to hear that your kettle is having an issue. Let me assist you.
If possible, could you please provide us with a short video recording of the said issue?
This enables us to confirm the exact symptoms of the problem at hand, prior to sending anything back under warranty.
We request videos occasionally as they can be used as a reference in many situations such as our technicians' assessment.
This will also make it possible to resolve your issue much quicker.
If you aren't able to take a video, please provide any photos that may be relevant.
You can attach your files to your response to this email.
If the video file is greater than 15MB, may I ask if you can upload the file to a file sharing website such as Dropbox, Google Drive or Streamable and provide us the link so we can view this online?
Once you provide the video I will be able to assist you further.
Customer Care Team
Thanks for the response and attached video.
Given the time that has passed since this product was purchased, any issues are likely to be the result of wear and tear through regular use.
Please note that due to the age and price of your product, this is no longer covered by the Kogan.com Minimum Voluntary Warranty Policy. We believe that the product has lasted a reasonable amount of time and that the statutory guarantees afforded to you as an Australian consumer no longer apply.
For these reasons, I apologise that I am unable to assist in providing a remedy to this issue.
As always, if there is anything else I can help you with - or you do not agree with our response, please do let me know.
Customer Care Team
Not taking no for an answer…
I disagree with the wear and tear comment as the kettle is used infrequently. Probably no more than 30 times.
Also it is 1 month past the “minimum voluntary Warranty” but the issue has been there for at least a month.
I don’t believe that the expected life of a kettle that has the word “Premium” in its description is 12 months. In fact a study done by the University of Manchester done in 2017 determined that the average life of a kettle is 4.4 years. I have attached this study to the email. This is how long I would expect it to last. If the product is inferior and expected to last less than average it should be stated up front.
I look forward to your reply.
Thanks for your reply.
I have arranged for a replacement kettle to be sent from our warehouse to your address.
Your replacement will be processed soon and will be subject to the standard dispatch period advised on the product's listing:
Winning - Now I have 2 kettles…