Marketplace
I purchased an iPad Air from Kogan on February 24, 2015. I received it yesterday, March 20, 2015.
It was advertised on the Kogan website as "Australian Stock with 12 month Apple Warranty" and "leaves warehouse in 2-4 days." Notwithstanding the obvious fact that it took almost a month to deliver, I now find that I have been sent an International model.
During the past month, I had contacted Kogan numerous times with regard to the whereabouts of my order, which was supposed to have shipped within the 2-4 day period. Their replies were littered with meaningless phrases such as "expected to be with you very soon" and "as promptly as possible." I indicated that these responses were unsatisfactory, and I required something more concrete.
Kogan then indicated that the delay was due to a 'system upgrade delay.' I disputed this, as I had already received some minor accessory items from the same order. Had a 'system upgrade delay' been the true reason, I believe this would have been universal across my order, and not item-specific. Kogan then suggested that the delay was due to the courier not activating tracking details, adding that this would occur within 24-48 hours. Unbelievably, I might add that these "excuses" were all delivered within the same conversation, which I find laughable.
The main 'point' to come from that conversation was the confirmation that this item was Australian stock with Australian warranty.
Another week passed, with no indication that the item was on its way to me. Another phone call, together with an escalation to a senior sales team member, and I was assured that everything I had been told to date was basically correct. Fortunately, another 24 hours later, I received shipping details from the courier.
However, I noted at this point that the item had been picked up from Hong Kong, not Australia as I would've expected had it been local Australian stock. I immediately emailed Kogan expressing my concern. Their reply, whilst expressing their apologies for the delay, conveniently ignored the issue that it did not appear as if it would be Australian stock upon arrival.
The item arrived yesterday. Despite my aforementioned concerns, but content that it had been advertised as Australian stock at the time of purchase, that I had this confirmed in a subsequent conversation, and in the absence of any further advice from Kogan, I opened the box. I immediately checked the plug, and found that it was not an Australian plug. I have not used the iPad as yet.
I immediately phoned Kogan. They indicated that the item I purchased and the item I was sent was an International product. I disputed that this was what I had purchased. As a result, the case has been escalated to a senior sales team member. I have been advised to expect a follow-up phone call on Monday.
My issue should be apparent. I purchased an "Australian Stock" iPad Air with "12 month Apple Warranty." I have not received this.
I would like to be prepared for this follow up phone call. Therefore, my questions to the OzBargain community are as follows.
- What should I do?
- What are my options?
- Is it really a big deal to have an International warranty as opposed to an Australian warranty?
- If Kogan can't or won't provide a suitable replacement, what should or could I expect as reasonable compensation.
- If Kogan refuse to provide a suitable replacement, what legal and/or statutory options are open to me?
I have tried to provide as much information as might be necessary to others to provide sage and informed advice. With that in mind, I am aware that this post is somewhat long, and I apologise for that.
I would appreciate any comments that the OzBargain community might provide.
Can you post a link to what you purchased and where it says Australian model? I looked at the Kogan site and the IPAD Airs say:
"This Product is an international model imported directly from internationally based distributors. This Product may differ in some respects from other similar products available from local retailers in various countries around the world."