JB-HI-FI thinks theyre above Australian law

Related Stores

JB Hi-Fi

• 

  BlazinPast on 11/09/2013 - 21:34

  +25

  Alright, I went through the burden of translating it from english to English:

  On the 10/09/13, at around 3pm:

  I opened the PS Vita case while on the train home. Inside, it looked like the glue used for the foam was peeling off. It was clearly a faulty product.

  Went to JB today and I was refused a refund and made to look like a liar in front of many people. As I said, I was made to look like a liar and that it was my fault since I put my PS Vita in it. All my explanations to refute this were refused. They said that they would have given a refund if I had called them as soon as I had found out it was faulty. Why would I call them? Going the next day and talking to them face to face was a much more reasonable action.

  Firstly, I did not put my PS Vita in the case, I only looked at it. Then, I put it back in my bag with the receipt so I could return it the next day.

  Clearly, the case has defects and is not durable. What can I do?

  As for a response. Seems a bit poor for JB not to give a refund. Did you escalate the issue with the manager? I'd try contacting them one more time before maybe considering taking it up to the ACCC if you're serious about it.

  • 

    _Bruce_ on 11/09/2013 - 21:41

    +2

    Thanks, perhaps the staff at JB weren't as good at translation as you. I couldn't manage it.

  • 

    TheMoDz on 11/09/2013 - 21:58

    +3

    hahaha i apologize…
    I was typing from what I was saying.

    I was just upset while typing this…

  • 

    robbyjones on 11/09/2013 - 22:30

    -4

    Thanks for the translation, because the rest of us on Ozbargain couldn't do that for ourselves…..oh wait we could we just weren't supercilious enough to belittle someone by actually typing it into the thread.

    • 

      BlazinPast on 11/09/2013 - 22:41

      +3

      Hah, don't over-analyse, not sure how you thought I was trying to be superior. I would've added some snide remarks throughout if I wanted to act like that ;)

    • 

      [Deactivated] on 11/09/2013 - 22:51

      +4

      you just think your tough because you use big words

      • 

        Doey21 on 13/09/2013 - 19:21

        You're

        Not trying to be tough. Just saying.

    • 

      _Bruce_ on 12/09/2013 - 07:35

      +3

      I honestly couldn't. I tried reading it about 5 times before I gave up.

      • 

        Cheeper on 17/09/2013 - 10:22

        Same here… after 3rd attempt I scrolled down to the translation.

• 

  meroveus on 11/09/2013 - 22:50

  -4

  OP: are you a kid? Because if so, I can understand why the staff at JB HiFi belittled you in front of customers.

  If you are indeed an adult, you need to go back to that store and kick someone's butt. Ask to speak to a manager about this and explain your rights, and that if you don't get a refund, you will make a complaint (to the ACCC?).

  I personally wouldn't bother wasting a couple of hours of my time over a $20 item, unless I was really bored, so would just dump it. And I guess that is what JB HiFi are hoping you will do.

• 

  felipe1982 on 12/09/2013 - 07:41

  +4

  Ozbargainers value $20. Isn't that why we come to this site?

• 

  Mapheox on 12/09/2013 - 10:39

  +2

  Hi OP. I had a few run in's with DickSmith and this is what I did.

  1. Call them or visit them in person and mention your issues again. This time say that you will call the Department of Commerce to rectify this if they do not abide by Consumer Protection laws (Statutory Warranty). Try getting a reference number if they have a system in place. If not then grab their name and number.
  2. If they still do not fix it, call the Department of Commerce and file a report. It should only take 20 minutes tops. I would make the call while I was in the store after speaking to them.
  3. Speak to the store again and let them know what you have done and who you will need to speak to to close the case. If they still refuse to help then tell them you are going to call the ACCC. These guys don't do much to solve the case but it puts a complaint against JB HIFI where if they get enough complaints, they will be audited and probably fined.
  4. Inform JB you have done all this and pass them your contact details. Also ask for contact details.

  I would then walk out knowing that within 1 week (in WA) that you will be getting a call from JB Hifi with a solution. At this stage you are in power and you can reject their offers. I took advantage of this as my issue was a faulty laptop and they wasted a whole day of my time. I got a replacement laptop which was 20% more expensive than my broken machine.

  These stores need to learn to train their staff to provide better customer service. They want to make money and make us feel cornered then we treat them the same way.

  Best of luck.

• 

  ilostnemo on 12/09/2013 - 16:44

  +1

  I wouldn't do, what was mentioned above, until you've exhausted a few other options.

  I had a experience, with Target, on the Sunday my $200 voucher had expired by 8 days, after realizing the person I was dealing with, was a knob, I told the lady to write her name on the back of the docket and also head offices phone number.

  I rang head office and calmly said I don't believe it's fair, and she said she'd remedied the situation, I then went to another Target and they reissued me a voucher.

  You don't have to mention to shops about Consumer Protection Laws, Department of Commerce, etc, they've heard it before and they can delay there actions and then consumer affairs will ring them and advise on what there to do.

  I would ring head office, tell them you'd like to swap it over or receive a refund, and you'd like to do this at another store, once that is done, you can then ring them back and complain about the treatment received by the staff.

  I called the target person back, and she retreated quickly. I then said to her, she was lucky my 6 year old daughter was with me, as a lot of other people would of acted differently, after being told there $200 voucher was worthless.

  Good Luck

  • 

    KBZ on 12/09/2013 - 16:52

    +1

    I don't get this story, was it their clerical error that your voucher was expired? (didn't write correct date on voucher) Or you forgot that it expired 8 days after? I'm just confused.

  • 

    Mapheox on 19/09/2013 - 13:11

    From what the OP has been through, I think it is reasonable to mention your rights. If I was made to look like a liar in front of many people, I would rather be the better person.

    In regards to businesses building up a tolerance to hearing customers rights, I actually do contact the relevant departments and never had anyone delay any process. They give you a time frame to work things out and gives you the advantage rather than the retailer. Without a time frame, you are just hoping for the best from day 1 and it seems to drag on forever.

    Their Head Office is another avenue but most of the retailers take around 3-4 business days to respond if you are lucky. Most of it time it sits in someones inbox for a day, gets passed around a few times then you get a call.

• 

  ilostnemo on 12/09/2013 - 17:19

  It's not relevant, the point I'm making is sometimes the staff at shops can be unreasonable, a call to head office can work wonders.

  • 

    Cheeper on 17/09/2013 - 10:24

    Some people just enjoy being obstructive rather than helping. Why?.. beats me :-)

• 

  Ughhh on 13/09/2013 - 00:25

  How did you approach the staff? In a friendly tone or in a whiny demanding way?

• 

  [Deactivated] on 15/09/2013 - 00:33

  PS VITA case for $20?

  The price is way too high and unacceptable.

  JB you have done it again.