To start with I have made an enquiry with NSW Fair trading, so why I am I posting here.
Its going to be 7 days before they say they will respond based on the volume of enquiries , so I thought I would see what the experts and sundry here at Ozbargain might know, to see if it’s worth waiting for an answer, or wasting my time
TLDR: - What are my rights - implied or otherwise on a long repair time. (11 weeks) and given its a $1K+ valued purchase.
I accept that some answers may not be suitable or what I expect but at the same time I may get some great insights. BTW will also update on the outcome, even it it takes sometime.
Thank you.
History
I have been made an offer and while I am not happy, hence the enquiry, adding to delays to get this underway given as you will see below is something I want to reduce.
I bought an electric Bicycle which is still under new purchased warranty. (August 31 2024) I have been advised that this will take 11 weeks (or more) to get a replacement part (Motor). To me that seems a long time for a product that cost $1K+. This was after they had sent me a part initially thought to be the problem, that I had to fit myself (BTW That was ok with me as I preferred this to having to return the whole bike to the vendor).
This did not fix the issue, so I then had to return bicycle. They then inspected the it and the response is quoted below. "The technician inspected the unit and found that the motor was faulty. The item will be repaired once the necessary parts are available. We anticipate that this part will arrive around the last week of July; however, please note that delays may occur. Rest assured that we will contact you promptly if we have any updates regarding the ETA."
I responded with the following "Thank you, glad they have found the issue, however over 11 weeks to wait is fairly long, and as you said this may be further delayed. Is there any other option you can suggest to get me back on the road again faster than that. I would appreciate if you can advise any further options."
Their response has been to offer a small offset credit as compensation, while still replacing the motor. I want to know what you consider my options could be before I reply to them. Also should I have to wait, what my warranty expiry on the bike will be, given that it will be 5 or so months before it would be repaired since I first contacted them about the issue.
Update Edit.
In response to - who is this supplier.
I think its only fair to give them a chance to respond.
Then I will update then post so others here at OzB will know if they are a "good" supplier or "poor".
Manufacturer’s warranty and ACL guarantee coverage are not the same thing. It's amazing how many people don't understand this.
All the above is fine under warranty for them to try and repair the item under warranty. However, since that's no longer acceptable to you, and you would not have purchased the item had you known the issues and length of time it takes to get parts and repair (i.e. MAJOR failure), you now need to claim your consumer guarantee rights to a refund for the faulty product.
The warranty repair is no longer relevant here so do not use that term anymore, only refer to consumer guarantee.