Australia Consumer Law - Advice Needed Please

Uncle Roger on 22/05/2025 - 10:17

Hi all,

Purchased a Dreame D9 Max for $199 direct from Dreame (deal was posted on Ozb lol) in September 2023.

It really was an amazing, and game changing product, and we were really happy with it.

Unfortunately, around January this year, it started playing up, and gives an error to please clean the filter. Have cleaned it, bought a new one, done all the troubleshooting, but it's obviously broken

To sum it up, been going backwards and forwards with Dreame customer support since Feb 13 (their communication is shocking, waited a month to get a reply at one stage), and while they have finally confirmed that there is a fault with the unit (they asked for video proof which I sent in ages ago - right now the best they are offering me is a $99 service fee to have it examined (and they won't confirm if they'll be adding further charges to repair.

At this point, I've had enough of wasting any more time with them, its been over 3 months already, and I ordered the D10S this morning from Amazon (at least they have good customer service!)

My question is, as far as Australia Consumer Rights go, how do I go about requesting a refund for the D9 Max?
It's well under 2 years, and they have literally confirmed that there is a fault. At the very least, they should be repairing it for free, as it's less than 2 years old?

Any advice much appreciated - for reference, I'm in Victoria.

Thank you!

Home & Garden Dreame Robotic Vacuum Cleaner

Comments

  • MS Paint on 22/05/2025 - 10:22
    +14

    for $199

    Not worth your time chasing this, surely?

    • Uncle Roger on 22/05/2025 - 10:39
      +20

      $199 is $199… If I can fill in some kind of claim form online and it would only take a few mins, why not?

      • AustriaBargain on 22/05/2025 - 11:09
        +1

        How much would it cost you to get a new one today?

      • TheFreaK on 23/05/2025 - 17:59

        I assure you that you have already spent more than a few minutes on this

      • Assburg on 24/05/2025 - 10:42

        Tribunal, $85 to lodge, a bit of admin.

        I do things like this on principle because sure I can solve all my problems by just doing more work, because it remunerates per hour better than most claims do…

        But life isn't about being a drone and throwing money at problems to solve them.

        Engage in conflict, grow and enjoy the sense of satisfaction that comes with standing up for your rights.

    • JIMB0 on 22/05/2025 - 10:56
      +50

      Never underestimate a dedicated ozbargainer. I once spent 45 minutes on hold with Westpac over an incorrect charge of 34 cents.

      • Uncle Roger on 22/05/2025 - 11:09
        +2

        Lololol, I cant say I'd do that… I mean I just threw out 2 prepaid gift cards which each had 1c left!
        Where do I hand my membership in haiyaa

        • dtxau on 22/05/2025 - 11:38
          +2

          Should have given that to a friend as a prank. Imagine them standing in line and swiping just to get a 1c discount. LOL

        • bbinc on 23/05/2025 - 10:43
          +2

          Was sent a cheque from Whichbank once for 1 cent. Didn’t cash it, framed it instead!

      • tenpercent on 22/05/2025 - 11:09

        Thank you for your service, sir.

        • JIMB0 on 22/05/2025 - 16:36
          +3

          No sweat, it was during work time.

      • pizzaforlunch on 22/05/2025 - 11:21
        -1

        same here. had to go to AFCA to get my 32 cents back from commbank.

      • arkie0 on 22/05/2025 - 17:19

        I did that once with ING for a couple of dollars of interest that wasn't meant to be there - and they credited $20 for it

    • doctordv8 on 23/05/2025 - 12:30
      +1

      You have obviously more money to waste than the OP or some of the rest of us…..ASSuming and or stereotyping as you have done.

      The value to others is not the question, and not something you should state or question as "Not worth your time chasing".

      There is also the Principle of the matter.

      • MS Paint on 23/05/2025 - 12:44
        +1

        It's a junk $200 vacuum that OP had good use out of for 18 months. Seems like a fair return on investnent to me. As you mature you learn to pick your battles. This isn't one of them.

        • Chandler on 23/05/2025 - 14:53
          +2

          There is also the Principle of the matter.

          Manufacturer warranty was 2 years. 18 months < 2 years. Product thus under warranty.

          No-one made Dreame warrant the thing for 2 years - they chose. So they can choose cough up the cash to repair, replace or refund; as per OP's entitlements under ACL.

          • MS Paint on 23/05/2025 - 15:08
            +1

            @Chandler: Where does the OP mention the warranty is 2 years? Pretty sure it's their base junk model with 1 year warranty.

            • Chandler on 23/05/2025 - 15:13

              @MS Paint: Fair point - misunderstanding on my part.

              Still - 2 years would be a "reasonable timeframe" in my opinion, for almost any robot vacuum, especially one (usually) priced at $400.

            • WoodYouLikeSomeCash on 24/05/2025 - 01:01

              @MS Paint: According to ATO a vacuum should last 7 years.

    • Dr Phil on 23/05/2025 - 15:27
      -3

      And what is the warranty period?
      If its 2 years then OP is entitled to repair or replacement under warranty at the manufacturer's discretion (not the consumers discretion)

    • Amanda3724 on 23/05/2025 - 16:00

      It’s not just for himself, challenging those in breach of consumer legislation is for others too who are treated poorly by these big corporations too by publicising their poor customer service and holding them to account. It’s good to consider other people too.

      • MS Paint on 23/05/2025 - 16:01

        Uncle Roger isn't fighting this for the good of the community.

  • Fredfloresjr on 22/05/2025 - 10:25
    +3

    $199 for the hassle to take it to Ombudsman, then to Tribunal. Magistrate final decision after 8-12 weeks "Compensation of $29 because you had it for a while".

    • Uncle Roger on 22/05/2025 - 10:40
      +2

      I'm not really experienced with this kind of situation, so if this is what it would look like, then maybe it is indeed best to leave it haiyaaa

      • tenpercent on 22/05/2025 - 11:11
        +5

        so if this is what it would look like

        I doubt Frefloresjr knows that that's what it would look like. Lots of people in these forums for some reason like telling people to drop it and not bother. Chances are you wouldn't even get past the Ombudsman stage (i.e. they'd try to reach some compromise or give in to your demands) because the rest of the process looks more costly and time consuming to the manufacturer than it does to you.

    • tz001 on 23/05/2025 - 08:22
      +2

      The vacuum ombudsman? There's no ombudsman. ACL disputes of this value are heard by xCAT.

      • jacross on 23/05/2025 - 13:18

        I would imagine they are (erroneously) using the term ombudsmen) to refer to the consumer protection agency for the relevant jurisdiction.

        • Chandler on 23/05/2025 - 14:54

          Generally known as the Office of Fair Trading.

  • lint on 22/05/2025 - 10:33
    +22

    Bad experience with this brand, so you buy another replacement product from the same brand? I would be shopping for alternatives.

    • mbck on 22/05/2025 - 10:35
      +5

      😂

      Rewarding with money. 😭

    • Uncle Roger on 22/05/2025 - 10:38
      +1

      Well, I had definitely thought about this, and that's why I bought it from Amazon this time, because I know they'll have no issues replacing or refunding if I have an issue within the 2 years…

      We were really happy with the vacuum, like it was actually life changing! Just wished Dreame customer service would be better

      • DoctorCalculon on 22/05/2025 - 12:26
        +13

        I think what they meant was Dreame did not treat you farily, and you go onto reward them with more business.

        Buying from Amazon does not give you a guarantee either. If the product fails after the first year you will be back to complain about how woeful Amazon's customer service is.

  • payless69 on 22/05/2025 - 10:40

    Should habe bought it from Gerry:
    generally no warranty on low cost items there…

  • Protractor on 22/05/2025 - 10:51
    +4

    That sucks! …………….Oh wait

  • blitz on 22/05/2025 - 11:02
    +3

    OP, if you don't like the business, why did you send them more of your money?

    • Uncle Roger on 22/05/2025 - 11:08
      +1

      Because the actual product was really good, and we figured that Amazon is 100x better for post-sales customer support…

      • tenpercent on 22/05/2025 - 11:12

        we figured that Amazon is 100x better for post-sales customer support

        And are they?

        • Uncle Roger on 22/05/2025 - 11:14
          +1

          100%! They are amazing for returns and replacements when issues arise

      • Jimothy Wongingtons on 22/05/2025 - 12:51

        amazon better

        There was a time yes, but I feel like they really been cracking down on it lately, especially for those 3rd party sellers which the only way to get a response is to leave a public negative review , which they will then pester you to update and remove/alter it all after replacement is sent

        • BewareOfThe Dog on 22/05/2025 - 20:19
          +1

          I had a review removed recently. I published pix of the photo showing that the PSU had non compliant pins for Australia (AS/NZS 3112 ), and requested the itme be removed from sale.

  • brendanm on 22/05/2025 - 11:23

    What shop did you buy it from? Are they actually based in Australia? If not, Australian consumer law doesn't even apply.

    • 87percent on 22/05/2025 - 11:28
      +3

      said he bought it direct from Dreame Au

      • brendanm on 22/05/2025 - 13:41
        +1

        Purchased a Dreame D9 Max for $199 direct from Dreame

        Says nothing about Au?

    • Uncle Roger on 22/05/2025 - 11:28

      As mentioned in the first line of the post, purchased direct from Dreame :)

      • brendanm on 22/05/2025 - 13:40
        +3

        Are they a registered Australian business?

        • Jimothy Wongingtons on 22/05/2025 - 21:14

          I didn’t see anything about an abn/acn on their website…

      • Typical16-bitEnjoyer on 23/05/2025 - 11:28

        Does your invoice show an ACN, ABN and GST component is what everyone is asking you.

  • 87percent on 22/05/2025 - 11:27
    -2

    just make a report with the ACCC

    • Jimothy Wongingtons on 22/05/2025 - 12:55
      +6

      Just to clarify they just take a note of dodgy behaviour - they can’t enforce, or make decisions. Similarly they are not a mediator service.

    • tz001 on 23/05/2025 - 08:24
      +1

      Have a read of the homepage of the ACCC. They do not get involved in consumer disputes.

    • jacross on 23/05/2025 - 13:22

      Relevant state consumer protection agency.

  • YTW on 22/05/2025 - 12:49
    +4

    You've just given away your bargaining tool buy purchasing another. I would have told them that I'd accept a credit towards an upgrade, you probably would have had more luck getting anything out of them that way.

    • Uncle Roger on 22/05/2025 - 16:37

      Fair point, but I haven't told them that I bought another one from Amazon lol

  • onetwothreefour on 22/05/2025 - 12:55
    +2

    Please provide more info about how this vacuum changed your life.

    • MS Paint on 22/05/2025 - 14:37
      +1

      OP's life went from really shit to just plain sucks.

      • onetwothreefour on 22/05/2025 - 14:53

        Mine just blows.

        • Muppet Detector on 24/05/2025 - 00:19

          Then you're doing it wrong.

          Everybody knows that the harder you suck the higher you get.

  • 115GSM on 22/05/2025 - 13:02

    It's outside the warranty period of 1 yr and it's a smaller cost item. For such items the ombudsman is only helpful for issues within the warranty period and if the business is within Australia.

    Dreame AU's listed address is a shared flexible office in the Sydney CBD.

    The product and how much you pay is a factor. Generally, it's the larger ticket items where they can step in to help you. For eg, if you pay over $1000 for a fridge and it's expected to work longer than the 2-3 year warranty given. Or on the flipside if you paid $800 for a fridge and the fridge dies just outside the warranty they might suggest to you they can't do much and you got the the expected life of the product.

    • foxmulder on 22/05/2025 - 22:30

      This. The specific model op bought is only 1 year warranty and today is about 1.5 years. Not sure op also keep repeating 2 years. $199 machine and it may be used daily, 1.5 years is pretty good.

    • tz001 on 23/05/2025 - 08:25

      Which ombudsman?

  • blldzd on 22/05/2025 - 14:29
    +7

    The ACCC have this complaint letter tool that I have used a couple of times in the past. Usually the threat is enough and they will refund you. also giving them a negative review on whatever platforms will get their attention as well.

    • Uncle Roger on 22/05/2025 - 15:14
      +1

      THANK YOU! Exactly what I was looking for, much appreciated :)

      • RockyRaccoon on 22/05/2025 - 15:44
        +3

        see also the discussions here they might just help you as well. They did for me.

        https://www.ozbargain.com.au/node/906262

        • kiitos on 23/05/2025 - 08:47

          Thank you, very useful

      • Amanda3724 on 23/05/2025 - 16:07

        I have used that ACCC letter twice on a dishwasher and a soundbar with complete success and no resistance at all - a no-cost repair on one and a replacement on the other. My friend used it in a rice-cooker and got a new one also.

        The various responses to your issue show there’s still a lack of knowledge about consumer law.

        Perhaps the ACCC should publicise something to make people aware.

        Anyway, good luck with your complaint, I’m sure the letter will resolve it!

  • IndigoHarlequin on 23/05/2025 - 07:44

    I would recommend your local Fair Trading department.

    I don't know about other states, but in nsw, you can ask to be assessed for a consumer guarantee direction. If eligible, FT will force the trader to respond, and there are penalties for being non compliant. However, it will not be offered, you must ask for a CGD.

  • Muppet Detector on 24/05/2025 - 00:23

    Could we please clarify how much these things usually cost (when not on sale) and for how long the warranty is please?

    If my Google skills are current, the website is telling me they cost $699 and only have a 1 year manufacturer warranty.

  • sauce2k on 24/05/2025 - 07:31

    $199 life changing? Ok

  • Wiser on 24/05/2025 - 11:20
    +1

    Weird !
    Same mob figthing for PB for $20 item ridiculing someone standing up for their legal rights.
    Even a battery fot hese vacuums should last more than 18 months.
    But OP is rewarding the same company by giving more money to trick him again.

Login or Join to leave a comment
Login Join