Warranty Claim - Retailer Claiming That I Must Take The Matter up with The Manufacturer

LSanfrancisco on 14/02/2021 - 10:43
Last edited 14/02/2021 - 13:04 by 1 other user

Hi,

I purchased an item on an online store (based in WA). I'm in Victoria.

The item broke during normal use about 2 months after purchase. I checked the sellers website and it said to make a warranty send an email (and photos).

I did that and they responded by saying I had to take the matter up with the manufacturer. They provided an email contact for the manufacturer.

I advised them that it was their job to follow up with the manufacturer, not mine. They just sent another email repeating that I should take the matter directly to the manufacturer.

I have since checked with consumer affairs offices in both Vic and WA and they both advised that the retailer is obliged to deal with the matter.

I have also tried to contact the retailer by phone but they have not returned my calls.

Any OzBargain comments?

General Discussion

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Comments

  • oscargamer on 14/02/2021 - 10:51
    +8

    You are correct.

  • psyren89 on 14/02/2021 - 11:01
    +4

    Lodge a complaint with the relevant government authority.

  • dizzle on 14/02/2021 - 11:03
    +13

    Just FYI, they do need to deal with it if you ask them to, however it may be quicker and easier to deal with the manufacturer. Particularly if you have to post it back to WA to get those results.

    I've had a couple of instances where calling the manufacturer gave me better results - Breville and Sunbeam both replaced products with new ones and even paid for postage. Google are about to replace my phone and will send out the new one before I hand in the old one (they are putting a "hold" on my card as a deposit, but that's understandable).

    • pharkurnell on 14/02/2021 - 11:08

      however it may be quicker and easier to deal with the manufacturer.

      Was my first thought

    • Randxyz123 on 14/02/2021 - 15:59

      This. It is simply quicker for you to go to the manufacturer.

      • TilacVIP on 15/02/2021 - 09:41

        Not always.
        What if the said manufacture has no base here in Oz and you need to send it OS?? They sometimes may cover shipping, but if they don't, then you're out of pocket already, plus a much longer delay.

    • trustnoone on 14/02/2021 - 16:32
      +6

      This for me with Microsoft and JBHIFI. Had a broken laptop power adapter 6 months after purchasing and JB hifi wanted to "sell" me another at a "good price". I told them no its broken I want a free one. The guy then tried to bait me with "well if you want a free one we have to send it out to the manufacturer with the laptop, so you'll be without a laptop for 6 months because thats how long it takes our delivery". This also after they refused to use the online receipt that they have in their OWN system that they say you can create an account for, so I have to print it out and show them instead.

      I was like pfft sounds good, send it! (I have a better laptop as my main). Guy's like "ugh, I'll be back". Then he got some higher person to come in saying how its better if I deal directly with M$ etc etc and if they aren't helpful, then they'll "help me out".

      I was so annoyed but walked 15 minutes up the street to the Microsoft store, asked the guy at the front, guy called me up to the second level. Some lady was so nice, double checked the adapter, brought out a new replacement out the box and I was on my way.

    • smashman42 on 15/02/2021 - 15:03
      +2

      This - deal with the manufacturer direct for warranty rather than try to force these idiots, but report their arse to the relevant govt authority - you got email evidence so in theory the company might actually get fined

    • Techie4066 on 15/02/2021 - 17:02

      Google are about to replace my phone and will send out the new one before I hand in the old one

      Can I ask what model phone it is/what the problem is? I had a one year old Pixel 3 (purchased from Google Store AU for $600, that special OzB deal) fully refunded a couple months ago and purchased the Pixel 5. Microphone fault during calls, happens with almost all P3s.

      • dizzle on 16/02/2021 - 10:54
        +1

        4Xl - Purchased from JB, so I'm happy with a replacement. Only minor issues, but several of them. For example after an update the face recognition no longer works. I was happy to wait for an update to fix it, but it seems an isolated problem that some (but not many) have experienced.

  • spal on 14/02/2021 - 11:43
    +5

    Not sure if you are looking to enforce your consumer rights or looking to resolve a warrantee issue. If you wish to pursue your rights, irrespective then you are within your rights to pursue the retailer. However, if you want a resolution, then contacting the manufacturer might get you a better resolution. By contacting the manufacturer, you will not be foregoing your rights against the retailer. They will still remain obligated, and you can pursue them if the manufacturer doesn't play ball.

  • holdenmg on 14/02/2021 - 11:54

    If you paid and activated via Paypal look at: https://www.paypal.com/au/webapps/mpp/returns if it helps on Returning costs.

  • 87percent on 14/02/2021 - 11:54

    I would much rather deal directly with the manufacturer than go through a store, who then contacts the manufacturer.

    Few months ago I bought a Bissell Spot Cleaner. Thing was rubbish, and I wanted to return it. Went to place of purchase (rhymes with The Mood Muys) and they kept saying they needed to speak to their rep who comes once a month. Went direct to the manufacturer who refunded me the money AND sent a courier to pick up the item

    • Muzeeb on 14/02/2021 - 13:27
      +6

      rhymes with The Mood Muys

      Harvey Norman?

      • Agarwal on 14/02/2021 - 18:20
        +2

        The Rude Pies I think

    • dizzle on 14/02/2021 - 16:00
      +1

      they kept saying they needed to speak to their rep who comes once a month

      I'd mention this great new invention everyone's talking about called the "telephone".
      Whether the rep only comes in once a month or not, they need to deal with it in a timely manner. Most likely for a spot cleaner, the rep would tell them over the phone to swap it over.

  • whitelie on 14/02/2021 - 11:55

    Have you tried contacting the manufacturer?
    Not saying the retailer shouldn't assist but you may have been well on your way to a solution by now rather than going back and forth with the retailer. If they don't come to the party then go back to the retailer or go up the hierarchy to consumer affairs etc.

  • Sanfrancisco on 14/02/2021 - 12:20
    +1

    I'm concerned about both the warranty and the attitude of the retailer. I find it strange that the retailer refuses to deal with me (they won't answer my phone calls). I've always dealt with the retailer and this retailer must be aware of their legal obligations re warranties.

    I lodged a claim via Paypal when I didn't get a satisfactory response from the retailer.

    After reading some of the responses here, I will contact the manufacturer (I was hesitant to do so earlier because I couldn't find an Australian contact - the manufacturer is based in another country).

    • AndyC1 on 14/02/2021 - 12:35
      +1

      Go back to the retailer and say you are not in a position to contact the overseas manufacturer and can they supply a contact in Australia to deal with.

  • Sanfrancisco on 14/02/2021 - 12:43

    The retailer won't respond to my calls.

    Crap customer service from a retailer I have made multiple purchases from over several years.

    • nedski on 14/02/2021 - 12:54
      +2

      Lodge a claim with VCAT to enforce your consumer rights. But always send a letter of demand first.

      • holdenmg on 14/02/2021 - 13:19
        +1

        or the WA equiv in the link above…
        Complain about a problem with goods or services purchased in or from Western Australia

    • xuqi on 14/02/2021 - 12:59

      Who is this retailer?

      • brendanm on 14/02/2021 - 13:08
        +4

        One would have to assume it is golf box.

  • Sanfrancisco on 14/02/2021 - 13:19
    +1

    Yes, Golfbox

    • pharkurnell on 14/02/2021 - 14:01

      Who owns GolfBox?

      Graham Johnson - Chairman - GolfBox | LinkedIn.

      You can always try going to the top…

    • whitelie on 14/02/2021 - 15:25

      What was the item?

    • Quantumcat on 14/02/2021 - 19:02
      +1

      Use the Reply button

  • Sanfrancisco on 14/02/2021 - 17:22
    +2

    A GPS watch

    • Hirolol on 15/02/2021 - 22:09
      +1

      Press the reply button so people get notified about your response

  • Sanfrancisco on 05/03/2021 - 14:51

    Hi all,

    Matter was finally resolved via a refund from Paypal.

    No follow up or apology from the retailer, poor form.

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