Catch Warranty - How Do I Prove No Negligence?

smishra on 11/01/2023 - 20:39

Say I bought a smoothie blender from catch. After the first use I noticed the jar has a crack. When I contacted the manufacturer via catch messaging for a replacement, I was told I will have to ship back the jar for an assessment as the manufacturer cannot certainly say if its a manufacturing/material defect or users negligence ("May be you dropped it - may be you tried to blend rocks").

While the manufacturer does have a valid concern, I am trying to understand how does a consumer really prove that they have used a product as per recommendations?

The actual product in question is a wet grinder - since its a slightly regional item I have substituted the grinder with a blender in the question above. The grinder is used to grind soaked rice/pulses/etc. The base of the drum (from the inside) has developed a crack after literally the first use and it weighs a good ~5 kilos. The manufacturer wants me to ship the drum back as they want to assess if its manufacturing fault (no idea how they'd do that). Looking at the tone of the messages so far, the manufacturer is bent on proving that I have somehow damaged the base, where as I have used it very carefully - its a ~$300 purchase - and its cracked while in use. It's what $20 to ship - and I think I will take that route eventually - but very curious to know how does a user prove they aren't at fault?

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Comments

  • Muzeeb on 11/01/2023 - 20:44
    -1

    Last time I blended gravel and rocks it didn't crack the jar.

  • mbck on 11/01/2023 - 20:45

    You substituted the grinder with a blender?

  • bobbified on 11/01/2023 - 20:54
    +2

    The base of the drum (from the inside) has developed a crack…

    A crack like that, without dents on the external surfaces to indicate it's been dropped on a hard surface etc, i would say is good enough to show it hasn't been abused.

  • Switchblade88 on 11/01/2023 - 21:05

    https://www.accc.gov.au/consumers/problem-with-a-product-or-…

    Returning a faulty product
    The right to return a product
    Consumers have the right to return a product if they think there’s a problem.

    The product does not have to be in its original packaging, but a business is entitled to ask consumers to provide some form of proof of purchase, such as a receipt.

    Responsibility for returning products
    Consumers are responsible for returning products that can be posted or easily returned.

    Businesses are responsible for paying for the shipping costs or collecting faulty products that are large, heavy or hard to remove, such as:

    widescreen televisions
    beds
    installed appliances, like stoves or dishwashers
    extension ladders stuck in an extended position.
    This must be done within a reasonable time.

    Return costs
    If the business confirms that the product does have a problem, it must reimburse the consumer for any reasonable return costs they have already paid.

    Consumers should keep receipts for postage or transport costs so that they can be repaid by the business.

    TLDR: you will likely have to pay return shipping, but once proven it's a manufacturing fault you can claim costs. THAT is a whole 'nother issue and you'll have to likely fight for it if they're already being thingy with you.

    It might be worth simply returning for a refund then purchasing another.

  • foxmulder on 11/01/2023 - 21:45
    +1

    Deal with the seller on Catch. If no reply Catch can force the seller into 2 day dateline - if again no reply catch should be able to refund you.

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