As we head into the Christmas period we may have to return electronic goods and we always wonder " What Are Our Rights "?
Choice conducted an investigation at Australia’s major electronics retailers to discover what they actually new about consumer rights.
Australian retailers on the whole failed as 85% of sales staff had little to no understanding of their obligations under Australian consumer law.
Choice posed as customers inquiring about the return of big ticket items.
Do You Need An Extended Warranty ?
Goods are expected to operate for a reasonable length of time , however every staff member that Choice spoke to attempted to sell an extended warranty , despite the fact that Australian retailers can’t impose an arbitrary period on when warranty support is available.
"Salespeople also downplayed the store’s responsibility should a big ticket item cease to function after the manufacturer’s one-year warranty period, claiming that any repair and returns would be out of the store’s hands."
CHOICE said in a statement. “The fact that 85% of sales staff got it wrong and 100% offered an extended warranty is very concerning. Consumers need to be wary of warranty advice they are given in-store."
“Consumers should not be fooled into purchasing extended warranties they don’t need and we’d like to see the ACCC and fair trading bodies investigate these breaches.”
Choice Released The Following Tips
- If a product is not of acceptable quality the retailer can’t charge you for fixing it.
- Retailers can’t just refer you to the manufacturer. They’re obliged to resolve your issue.
- If the problem is ‘major’, you can ask for a refund or replacement rather than a repair.
- You should be informed if a replacement is second-hand or if they’ve used refurbished parts to repair it.
- Repairs must be made within a reasonable time. Mobile phones and fridges, for instance, must be given high priority, or you can demand a replacement.
- You don’t have to return a product in its original packaging, and if you’ve lost your receipt you can use the following as proof of purchase: a credit card statement that itemises goods, a confirmation or receipt number for a phone or internet transaction, a warranty card showing the date, price and place of purchase; or the serial or production number if it’s stored on the retailer’s computer.
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