Tablet refund - socially awkward guy here

[Deactivated] on 14/02/2013 - 20:55

i will list the order of events in cliffs

->buy tablet (asus vivotab) on monday
—>take home 90% battery, use it over a few days
—->last night battery finally emptied.
——>put it on the charge

———>this morning picked it up, crazy hot - burnt my hand a little bit, so much so the speaker grille has shrunk and sounds been mucked up.

-> been at work all day.
—> free day tommorow.
—->looking to exchange/refund

store: Harvey Norman

questions:

  1. what do i say? tell the story… ask for refund/exchange?
  2. what are my rights in this case given the time frame?
  3. i purchased the tablet as part of the e-waste recycling scheme, if i get a refund, what amount will i receive?
  4. should i exchange it or refund it (in your opinion)
Electrical & Electronics

Comments

  • Shaw on 14/02/2013 - 20:58
    +6

    Just go in and tell them exactly what you told us.

    They have to atleast repair the faulty device, but due to the time since purchase they may replace it, but probably not.

    The amount you paid.

    See what options they give you and ask that again (take your phone?)

  • scrimshaw on 14/02/2013 - 21:05
    +4

    1. Say your tablet's lithium battery is faulty and is overheating — which by the way can be fairly dangerous as lithium as flammable.

    2. Harvey Norman follows the basic Australian consumer guarantees. Its on their website, if the manager is being an ass and refuses exchange, repair or refund, show him the site and tell him consumer law is on your side.
      At the very least they must agree to repair the tablet.

    3. Not familiar with this scheme, sorry.

    4. That's really up to you. Harvey Norman usually sells computers at a very high markup, so I wouldn't have bought the tablet from them anyway. Google Shopping shows a lot of other cheaper places to buy the tablet from.

    • Shaw on 14/02/2013 - 21:12

      That's really up to you. Harvey Norman usually sells computers at a very high markup, so I wouldn't have bought the tablet from them anyway. Google Shopping shows a lot of other cheaper places to buy the tablet from.

      Is that after factoring in the trade in or before?

      • scrimshaw on 14/02/2013 - 22:01
        +1

        If he traded in, that makes HN the cheapest, if only by a little bit. Otherwise it's $999 from other places.

        • [Deactivated] on 14/02/2013 - 22:03
          +1

          sorry i meant, vivotab smart (592 to 492). haha still cheaper then the most online shops though.

  • scotty on 14/02/2013 - 21:08
    +4

    This deal? Ask for the refund of the amount you paid and then your old PC back!

    • Shaw on 14/02/2013 - 21:14
      +6

      And risk seeing all the staff turn into red eyed demon hunters at the sniff of a "professional" in their store, good luck to anyone taking advice from scotty on this one!

  • [Deactivated] on 14/02/2013 - 21:22

    hey guys another question.

    if i ask for exhcange will they give it to me or do they have the right to say no, and force me to go to asus warranty or hand in the tablet for warranty repair. i seriously don't want it to be the latter because i need that tablet for uni (starting in 2 weeks), taking days off work isnt an option and driving to harvey norman isn't pretty on my fuel tank!

    • Shaw on 14/02/2013 - 21:24
      +1

      You can more than likely arrange to get them to send it out to you if it needs to be sent away.

      • [Deactivated] on 14/02/2013 - 21:29

        posted of free cost? :P

        my primary concern would be getting tablet back in time though :)i'd much rather have an exchanged unit in my hands well before time. but thanks for your help and information though.

        • Shaw on 14/02/2013 - 21:36

          The problem with HN are most of the time you will deal with a Gerry-Washed asshole. IF you are lucky and get someone prepared to, not twist the rules exactly, but go out of their way to help you out, you could come out on top. But don't go in expecting good service or what you think is fair, you will come out pissed off more often than not.

          Not a problem, everyone here is happy to help mate.

        • [Deactivated] on 14/02/2013 - 21:45

          lulz, they get paid wage if im not mistaken. must get bonus points for causing customer dissatisfaction.

    • whatsinthebox on 15/02/2013 - 20:08

      Can the seller refer me to the manufacturer and ask that I deal with them directly?

      No. You are free to ask the seller or the manufacturer to fix your problem. The seller may send the goods to the manufacturer for diagnosis or repair, but they cannot force you to deal with the manufacturer directly.

      http://www.accc.gov.au/content/item.phtml?itemId=1030166&nod…

  • TheAviator on 14/02/2013 - 22:10
    +1

    if it's less than a week old demand a refund. You deserve one, the device was clearly faulty on arrival. Don't accept an exchange

    • [Deactivated] on 14/02/2013 - 22:48

      i quite like this tablet and i doubt i can get thsi price elsewhere though. jsut a bad apple (no pun intended)

      • TheAviator on 15/02/2013 - 00:41

        Ahh, well in that case an exchange would be ok. Just make sure they give you a new one though, don't accept a refurbished one or an offer by them to repair your faulty one :)

        • [Deactivated] on 15/02/2013 - 00:54

          yeah will im scared the saleman will give me spin and say oh we can only take it in for repair. wot do?

        • TheAviator on 15/02/2013 - 11:02

          just say how you only just bought it and it's clear it was damaged on arrival. I don't think they'll make too much fuss.

          One of the big selling points stores like Harvey Norman like to make is how they can provide excellent after sales service and they use it to differentiate themselves from cheaper online retailers. Make sure they provide you with that service :)

  • Fake News on 14/02/2013 - 22:44
    +2

    They should exchange it for you… even Apple offer a 14 day exchange policy for faulty items. I worked on the refunds counter at Target, and their policy was within 2 weeks exchange/refund faulty items no questions asked (products were considered 'dead on arrival'), outside of that we had to get a manager's authorisation for whether it could be swapped for a new one or sent for repair.

    I'd contact Consumer Affairs or whatever it's equivalent is in NSW (I've called Consumer Affairs VIC many times and they've always been great) to confirm that Harvey Norman should replace it with a brand new one…

    If they try to send it off for repair, notify them that you'll be contacting your state's fair trading body and you'll probably change their minds and get a new one.

    Good Luck!

    • [Deactivated] on 14/02/2013 - 22:48

      thanks Gina for the great effort in your post. will keep in mind.

  • wukachuka on 15/02/2013 - 01:24
    +1

    You could also figure that getting a refund would include getting your pc or whatever you traded back.
    This could be anything from an annoyance for them to find it out the back, to a full blown "oh crap we shipped all that garbage off already!"

    I would leverage that into getting them to replace it so it is not a hassle for them or you!

  • mskeggs on 15/02/2013 - 06:57
    +3

    Don't over think it. Just keep saying the tablet was faulty when you got it home and you want to exchange it for a new one. They cannot sell faulty goods, and a repair or a refurb is not acceptable.

  • aim54x on 15/02/2013 - 09:13

    It sounds like you would be happy with an exchange, you are within 14-days so an exchange should not be a problem. If you run into trouble with the salesperson ask to see the manager. Which Harvey Norman? Try to go back to the one you went to and try to find the salesperson who sold it to you.

    If all else fails pull the fair trading/consumer law card. But remember if you go in there with a nice attitude they are more likely to help you, being on the other side of the counter (I have worked in sales - NOT at Harvey Norman) I can tell you that when a jerk comes in they will quickly lead you into being less helpful than someone who is being nice to you.

    I recently had a SteelSeries Siberia V2 headset replaced after 11 months by a Harvey Norman store who went to the effort of transferring in the replacement from another store. They are not all bad, just some of them. Prices can leave much to be desired at times though.

  • [Deactivated] on 15/02/2013 - 15:04
    +6

    all is well, got it exchanged no questions asked.

    theres also a massive consumer rights poster next to the service desk lmao.

    thanks guys.

    • whatsinthebox on 15/02/2013 - 20:08

      Congrats which HN store, if I may ask?

  • ozzie freddo on 15/02/2013 - 16:31
    +2

    thanks for giving us the happy ending…we live in a lucky country where a sense of fair play is still alive and well…even for us bargain hunters :)

  • whatsinthebox on 15/02/2013 - 20:07

    I've read over this thread so here are a few tips:
    1. use this http://www.accc.gov.au/content/index.phtml/itemId/1024824#ac…
    FAQ: http://www.accc.gov.au/content/index.phtml/itemId/1026241

    How long do my consumer guarantee rights last for?

    Under the consumer guarantees, your rights are not limited to a set time period. Instead, they last for the amount of time that is reasonable to expect given the cost and quality of the item or any representations made about the item.

    This means that you may still have rights even after any voluntary or extended warranty has expired.

    What if I change my mind? Can I get a refund?

    No. The consumer guarantees do not require a seller to give you a refund if you change your mind and decide that you don’t like or need the goods or discover that the goods are cheaper elsewhere.

    Can the seller refer me to the manufacturer and ask that I deal with them directly?

    No. You are free to ask the seller or the manufacturer to fix your problem. The seller may send the goods to the manufacturer for diagnosis or repair, but they cannot force you to deal with the manufacturer directly.
    (dittoed in an above post)

    All OzBargainers should download a copy of http://www.accc.gov.au/content/index.phtml/itemId/1030166 and while you are there request a printed version for free!

    Repair, Replace, Refund
    If it’s a major problem you will be able to choose a refund,
    repair or replacement(or compensation in the case of services).
    If it’s not a major problem the business will be able to choose
    whether they will repair,replace or refund the product, or fix
    the problem with the service.

  • wtfnodeal on 16/02/2013 - 01:30

    Not sure anyone experienced this. I put my g tab 7.7 too close to my alarm clock one night the battery of the tablet turned extremely hot and dropped from 80% to 10% in just 6 hours of standby.It might have something to do with the alkaline batteries in the alarm clock. Get it charged again without anything near it and see what happens before you return for a repair or refund.

  • nikey2k27 on 16/02/2013 - 21:53

    man you should get that do easy as if u have just ACCC on them.

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