Customer Service for Faulty Products

i like free on 04/03/2015 - 20:54

Hi!
Two months ago I bought the vacuum cleaner on the below link

https://www.ozbargain.com.au/node/176335

Great deal right?

I have used this vacuum cleaner probably around 10 times. Just regular vacuuming. Never using lots of force. I live in a unit so there's not even much area to vacuum. Where the handle and the hose is now broken. I didn't even notice it until it I felt the suction in that area when I was vacuuming one day.

I contacted Electrolux who told me to go to my local service agent which I have done. The local service agent has told me that it's not covered under warranty. I decided not to fix it and contact Electrolux again. They told me that the service agent can send a report to the technical department and they sort things out. I contacted the agent and they told me I have to take the vacuum in again to do the report. The agent has told me even if I do so they will most likely reject it because that was what they did. The agent only opens Monday to Friday 9-5 which are my work hours.

At this point I contacted a local Godfreys store. They told me that Godfreys can actually fix it for me for free but because I bought it online I had to make an online enquiry. After contacting their team online they told me that they don't do warranties and I have to contact Electrolux. I am literally running around I circles.

Can anyone suggest what steps I can take?

Also anyone else had similar experiences to this kind of customer service when dealing with products that have broken prematurely or have been faulty?

Electrical & Electronics Vacuum Cleaner

Related Stores

Godfreys
Godfreys

Comments

  • PVA on 04/03/2015 - 21:11
    +3

    I am sure it is againstconsumer law for Godfreys to refuse warranty service and palm it off to the manufacturer. Dont let them get away with it and demand a refund as it is a major fault (doesnt suck is a major fault for a vac)

    Someone will post the exact law/rules for you. Or you can get the ACCC app for your phone and it tells you the rights you have - quote it to them.
    BTW why did the service guy so it isnt covered, is he inferring you did the damage?

    • i like free on 04/03/2015 - 21:57

      Thanks for the advice. The times when I did use it the vacuum was working like it should. When the vacuum handle and where the hose meets broke, dirt was coming out from that area. That's when I noticed it was broken. I never even forcefully used the vacuum which is why I'm really frustrated with this situation. I honestly don't even want to keep the vacuum anymore cos if it does get repaired I think there'll be a high chance of it happening again.
      The service agent says it's not manufacturing fault which is why he would charge me to repair it. Which essentially is saying I broke it.

  • imissbeans on 04/03/2015 - 21:53
    +1

    I recently had a faulty second hand part for our van, the supplier (wreckers) replaced it with another faulty part. So after two faulty products the wrecker wouldnt give us a refund. We contacted Consumer Affairs Victoria and we were told that we were entitled to a refund after one faulty product and a second faulty replacement. Consumer Affairs then contacted the wreckers on our behalf and they read them their obligations by law (even though the couldn't do anything that was legally binding). But the wrecker agreed to refund us after talking to Consumer Affairs. If that didn't work we were prepared to go to the small claims court. Hope that helps! Don't give up. If it's faulty, act on principle!

    • i like free on 05/03/2015 - 21:56

      Thank you for giving me hope! Can't believe it's already broken

      • imissbeans on 05/03/2015 - 22:16

        If I could get a refund from a local wreckers of a second hand part whose premises are filthy and are unprofessional to say the least, surely you can from a high profile company!

  • Cheeper on 04/03/2015 - 23:44
    +2

    Under Australian Consumer Law (ACL) (see the ACCC site for a copy) the retailer is responsible for seeing that product problems / faults are sorted, NOT the manufacturer.
    Under ACL the consumer has the right to choose if an item is repaired, replaced or a refund.
    As you have attempted to resolve the problem with Godfreys I would submit a complaint to Dept Of Fair Trading (NSW) and let them explain to Godfreys what their obligation is and how they should do it.
    http://www.fairtrading.nsw.gov.au/ftw/About_us/Online_servic…

    Gotta love the Godfreys comment… "After contacting their team online they told me that they don't do warranties" It seems like they need to be "told".

    If it comes to getting another vacuum, get a Miele, worth every cent. Get it from a regular retailer, not Godfreys.

    • i like free on 05/03/2015 - 21:58
      +1

      Never an Electrolux again. Even on a good deal. Thought I would upgrade as I had my other one for a few years. Big mistake! I'll make a submission. Thank you for the advice

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