Automatic Gates Warranty Issue

LR3XNebular on 21/02/2014 - 00:03

Hi guys just wanted some opinions on how we should proceed.

We've purchased a $7000 electric gate with dual swing. We've passed the 12 month warranty period and now we are having issues with both gates not closing properly. (WARRANTY ended in December).

We've had them come out after the warranty period a week ago to fix the issue (We paid $140 for them to come out of the warranty period). The issue has come back and now they want to charge us again. Do we have any rights in this regard? You would expect a gate to last at least 5 years before playing up. I even confirmed this with their headquarters.

Further to that there website says theres a 7 year warranty. This gate was installed by their technicians also. They however stated that they would need to charge me $800 a year to have it "maintained" every year for the extended warranty to be available.

http://www.automaticsolutions.com.au/page/warranty.php#SEVEN…

My question is would the gate fall under the consumer guarantee since it is expected to last 5-10 years as stated by their head quarters.

http://www.consumerlaw.gov.au/content/the_acl/downloads/cons…

My issue is being charged the $140 to have them come out to the gate.
The gate intermittently only closes one side of the gate instead of both. On two occasions my dogs have run out of gates.

I spoke to a rep at the QLD store and was asking simple questions as to how long the gate is expected to last before the rep said "Cut the smart ass talk, just talk to me properly". Poor customer service. (I did record the whole conversation).

Do not recommend their business. What is my next course of action?

Home & Garden

Comments

  • ozhunter on 21/02/2014 - 01:29

    Was the gate ever maintained?

    • ozhunter on 21/02/2014 - 06:26

      Just to add that I do think it should definitely last more than a year.

      With the extended warranty part, since it is provided by them wouldn't you have to abide by their conditions, similar to a car dealership?

      If you spoke to headquarters and they agreed with what you were saying, couldn't you of ask them to get it sorted it out?

    • R3XNebular on 21/02/2014 - 12:20

      It's just come out of it's 1 year warranty period. It was "maintained" a week ago where they charged $140. In order to get the extended warranty we need to pay $800.

  • Cheeper on 21/02/2014 - 02:31

    A $7000 electric gate should not need repairs after 1 year unless it was abused.

    It seems more the norm these days that businesses have no care about customers who experience a problem with their products.. I can testify to this as I have 4 of them with 4 different companies running at the same time and the level of service and professionalism is utter rubbish.

    If I were you I would restrict all dealings with this gate business to be in writing from now on (emails suffice). I would first write to them and ask that the $140 you paid be refunded as under ACL (go to ACC and download a copy) the product should not have needed repairs within that time. Also indicate that the repairs were not adequate and it has failed again and request them to set this right as you are entitled to under ACL.
    Set a time frame for the refund of one month.

    If after that month is up and things are not sorted then submit a complaint stating non compliance with ACL to your states consumer affairs authority. Do not mention to the gate company that you will be doing this.
    You can submit complaints online.

  • anna10 on 21/02/2014 - 08:00

    Under consumer law it is what is 'reasonable' eg, not just because it is out of warranty. If you feel that they failed tpo early and especially as you have paid for a repair etc, it is unreasonable to have them fail so quickly.

  • c64 on 21/02/2014 - 08:16
    +2

    $800/year maintenance is friggin expensive

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