Amazon AU Shipped - Sold by Au 3rd Party - Who Is Responsible for Facilitating Warranty Return/Repair?

shutuptakemymoney101 on 21/08/2022 - 18:31
Last edited 21/08/2022 - 18:34

Hi,

I've always been of the belief that if I purchase a product from an Australian entity then they are ultimately responsible for the warranty.

Maybe I'm completely mistaken or perhaps this situation is a little different?

I bought a product from Amazon AU which according to manufacturers website is still well within warranty period, the Amazon listing states the product is 'sold by' a 3rd party (Blah blah technologies Australia) but shipped by Amazon.

Is Amazon Au (as they facilitated the sale) the entity ultimately responsible for facilitating warranty or are they correct in referring me back to the manufacturer?

The manufacturer has an Australian online presence according to the Amazon Au listing but are clearly based o/s, if I had to pay for shipping both ways to the manufacturer o/s it ultimately would not be worth my while (the product was never that great anyway lol) and I'll likely take it as a lesson learnt and throw it in the bin, but if Amazon are trying to dodge their consumer responsibilities I'll follow it up with them anyway just on principle.

I know this isn't a legal site but any advice given greatly appreciated.

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Comments

  • Ocker on 21/08/2022 - 18:37

    Interesting question.
    I would suggest that Amazon is responsible as they acted as a sales agent for the transaction. Even more-so if Amazon issue the sale receipt.

    • shutuptakemymoney101 on 21/08/2022 - 18:38

      Not what Amazon told me tonight via web chat, they refused to deal with it and pushed me back to the manufacturer :-(

      • Jimothy Wongingtons on 21/08/2022 - 18:41
        +1

        I bought a $15 item from a clearly Chinese drop shopper, the seller refused to send me a return label or give refund, 1 amazon agent said nah go see the seller, the second chat gave me a label for return. The only thing I can suggest is to try a few different chats if it doesn’t do your way.

        • shutuptakemymoney101 on 21/08/2022 - 18:46
          +2

          Thanks for the reply Jimothy, even if it causes me a bit of hassle I'd like to see all ambiguity taken out of it, a customer shouldn't have to Amazon Customer Rep shop to get an agreeable outcome - either they are responsible and Amazon cops it on the chin or they aren't in which case Amazon can look after the customer if they feel inclined based on goodwill.

  • Hybroid on 21/08/2022 - 18:45
    +4

    Shipped by Amazon is the fulfillment. That doesn't make them the seller. That "sold by" third party is responsible, hence the differentiation.

  • shutuptakemymoney101 on 21/08/2022 - 18:49

    Is that really the catch for consumers in my position?

  • EightImmortals on 21/08/2022 - 19:05

    I've had to return 3-4 faulty items in the last 12 months sold by 3rd parties through Amazon and a quick chat to their phone rep got them all sorted no problems.
    I am a Prime member so I don't know if that makes a difference?

    • shutuptakemymoney101 on 21/08/2022 - 21:10

      I'm a prime member too, it seems to be a sticking point for Amazon that my warranty request is outside of their normal 'return window'. Was that ever your case with the returns you sent back?

      • EightImmortals on 22/08/2022 - 07:08

        Nope, from memory all but 1 item was outside of their return window.
        Just be as nice as you can to the CSR and give the reasons for your request without making a fuss or 'demanding', if that still fails try another CSR.

  • vodamerc on 21/08/2022 - 19:20

    Never had a problem getting returns authorised for 'fulfilled by amazon' items.

    • shutuptakemymoney101 on 21/08/2022 - 21:11

      Were your returns within the Amazon return window expiry date out of curiosity?

      • vodamerc on 21/08/2022 - 21:49

        No

        • shutuptakemymoney101 on 21/08/2022 - 22:49

          Interesting, it looks like Amazon customers are having different outcomes based purely on which chat operator they get, that's disappointing.

          • vodamerc on 22/08/2022 - 00:30

            @shutuptakemymoney101: I’ve returned a lot of stuff. Sometimes even after 10-12 months and never had an issue. Surely this is a bit of an isolated case

  • shutuptakemymoney101 on 22/08/2022 - 19:39

    I've had cause to return a couple of Amazon products over the years and they have all been handled really well up to this point, I really would like a definitive answer as to who should facilitate the warranty return process in this case (perhaps Amazon have the right to refuse?) so I might contact my state Fair Trading organisation when I get a chance.

    I'll come back and update the thread.

    • ippy on 15/11/2023 - 19:57

      Any update? I bought a multi cooker off an amazon 3rd party, who is giving me the run around, quoting "out of warranty" despite me bringing up my rights under ACL. I'm impatient and just want my appliance not to be broken lol. Wondering if I can go back to Amazon for recourse instead.

      Did amazon help you? TIA

      • shutuptakemymoney101 on 15/11/2023 - 23:48

        Nothing to add I'm sorry, life got in the way and I never called Fair Trading. Depending on how much time you want to spend on this a call to Fair Trading (in your state) will give the definitive answer.

        Please update us all here with the advice you received if you go that route.

  • SirFlibbled on 23/08/2022 - 11:31
    +1

    Where it's not reasonable to pay for shipping, the seller needs to cover the cost. If they have sold the product through Amazon AU, then you shouldn't be expected to post the item overseas for repair.

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