CatchOfTheDay Tells Me to Go to Manufacturer for Product Warranty

Lholisticboy on 17/11/2014 - 17:52

Hi.

I purchased a Russell Hobbs R-VAC a few months ago (found the deal here on Ozbargain), and it has been working really well until recently, when it stopped functioning completely (runs for 10 seconds and turns itself off). Before I decided to move forward with any sort of warranty procedures, I called Russell Hobbs, and ran through troubleshooting to confirm that the unit was indeed faulty, which they were able to confirm.

I went to the CatchOfTheDay website, and submitted a warranty claim, and when presented with the available warranty options (cash refund or store credit) I chose cash refund. I filled out the warranty claim properly, and waited a few days for a reply, which came today in the form of this email:

Hi there,

Thank you for contacting us.

I'm very sorry to hear of the issue with your vacuum cleaner. As it is covered by manufacturer warranty, I would recommend contacting Russell Hobbs directly for repair/replacement -

Phone: 1800623118 Free Call Number
Or
[email protected]

If you have any further queries, please let me know.

Have a great day!

Kind regards,

Nick
Customer Service Team
Catch of the Day | https://helpcentre.catchoftheday.com.au**

Furthermore, it appears that CatchOfTheDay have now listed the ticket as "solved". I replied with the following:

Hi Nick,

Thanks for the reply. Under Australian Consumer Law, I am supposed to deal with you (Catch of the Day) for warranty claims. As the purchaser of the product from you, the contract is between me and you, not the manufacturer. Retailers are not allowed to simply refer a customer to Manufacturer for warranty issues.

I have provided a link to the specific Consumer rights and responsibilities that highlights that all warranties are the responsibility of the RETAILER, not the manufacturer. You can visit this link here: https://www.accc.gov.au/consumers/consumer-rights-guarantees…

Here is the paragraph that might be most relevant to you:
"The remedies you can seek from the retailer who sold you the product include a repair, replacement, or refund and in some cases compensation for damages and loss.

The retailer can’t refuse to help you by sending you to the manufacturer or importer."

As Catch of the Day is the retailer of this product, please respond with the details necessary to process the warranty through Catch of the Day, using the method that I have requested with this ticket (Refund, not a repair from a manufacturer).

Regards,

My question to the Ozbargain community: Has anyone else had this experience with CatchOfTheDay, and if so, how did you get your problem sorted?

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Comments

  • p1 ama on 17/11/2014 - 18:23

    Before I decided to move forward with any sort of warranty procedures, I called Russell Hobbs, and ran through troubleshooting to confirm that the unit was indeed faulty, which they were able to confirm.

    What did they tell you to do?

    Has anyone else had this experience with CatchOfTheDay, and if so, how did you get your problem sorted?

    You are right in that CatchOfTheDay should be helping you rather than fanning you off to Russell Hobbs, but my advice would be to do two things.

    Firstly, you should persist with CatchOfTheDay, see what they reply to your email and whether they offer you a solution.

    Secondly, I think you should contact Russell Hobbs directly as well and see if they accept warranty claims directly. Some companies like to handle warranty claims directly (e.g. Intel) and are quite good. If Russell Hobbs are willing to process your warranty claim, then I reckon you should just go ahead with that rather than play cat-and-mouse with CatchOfTheDay.

    • Settero on 17/11/2014 - 18:38

      ah if its under store warranty id get them to do it.
      pretty sure your rights are limited if you go through that avenue, even though it is there.

      • p1 ama on 17/11/2014 - 19:26

        ah if its under store warranty id get them to do it.

        If the manufacturer offers direct warranty, many do, then it's easier and much faster than wrestling with the store.

        pretty sure your rights are limited if you go through that avenue, even though it is there.

        What do you mean?

        • DavoX on 17/11/2014 - 20:23

          "What do you mean?"
          Means the op can get a repair or replace from the factory but
          how can the Op get a REFUND from the manufacturer?

        • p1 ama on 17/11/2014 - 20:59

          @DavoX: Well if OP wants a refund, then he'll have to wrestle with COTD, my suggestion was there as an alternative pathway to wrestling with COTD if they are uncooperative.

  • wbeer on 17/11/2014 - 23:21

    Its unlikely you would get a refund through COTD- it would most likely be the same outcome as dealing directly with the manufacturer, but it will take more time.

    Most companies have agreements where they liaise with the manufacturer, so it really would just add a middleman.

  • Store RepCatchAustralia @ Catch.com.au on 18/11/2014 - 11:39
    +1

    Hey there, as stated in our email communication with you - if you can please send the item back, we'll authorize a refund (if it is indeed faulty). If you have any questions, just respond to that email. Thanks.

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