Costco Admin Office Claims No Life Time Guarantee??

777 on 29/12/2016 - 23:41

Been a Costco member for a long time, even from overseas. Whenever I bought a big ticket item- always asked about their life time warranty which they said is the lenght of life of electronics - 10 years except gadgets which was understandable.
They would also throw in it includes the change of mind for 10 years!! . Also Staff have thrown in stories, about expensive consumable items being returned after 1/3 usage as the policy was genrous

I personally have returned 1k item as change of mind after a year and bought the next model up with no issues, which was couple of years back.

Going forward been hearing stories that they aren't that generous anymore and wants you to contact the manufacturer before. Our washing machine broke and wanted to buy a new one for 1299,asked the same question about warranty this time answer was NO!

Called Admin office same story no extended warranty only manufacturer's warranty and change of mind in original packaging within 30 days. I asked could you please confirm and double check and she was quiet affirmative.

What are your thoughts on this? using our bargain hunting skills it is still cheaper to buy it from outside with extended warranty

Anyone else else experienced this?
Any staff here on Ozbargain to comment?

Electrical & Electronics

Related Stores

Costco Wholesale
Costco Wholesale

Comments

  • sator on 30/12/2016 - 00:20

    I would be very annoyed if this is the case. I've paid lots more for big ticket items at Costco, because I was also of the belief that they had very generous warranty periods…

    • 777 on 30/12/2016 - 03:25

      Same here, quite annoyed as well.
      I have paid bit extra knowing that the warranty was lifetime, most cases the 20% fleabay sales are much cheaper after buying top 4-5 extended warranty..

  • Froot Loops on 30/12/2016 - 00:52
    +1

    Honestly not suprised it has been stopped. I know a few people that just used it for free mobile upgrades non-stop.
    I guess maybe they under estimate the AU market before coming here and bringing this policy.
    Still … Never the less, sorry to hear.

    • 777 on 30/12/2016 - 03:27

      I was told mobiles, tablets and pc's were only refunded if they were faulty and change of mind wasn't applicable on gadgets

  • HardQuiz on 30/12/2016 - 07:34

    They did end their lifetime guarantee after noticing customers in the US upgrade to the latest TV every year before the Super Bowl

    • 777 on 30/12/2016 - 07:53

      I believe US was done years ago

      • HardQuiz on 30/12/2016 - 07:57

        Hence it was almost expected to happen here

        • 777 on 30/12/2016 - 08:20

          They should have had some restrictions in place to prevent misuse

  • try2bhelpful on 30/12/2016 - 08:12
    +1

    I think you might have pinpointed the issue yourself. It is not economical to maintain this policy if people keep using it as a way of upgrading their items when they want to, rather than using it for genuine failures of products.

    I have tried to find what Costco's warranty is; but I can't see it. I would ring these guys back and as for the URL that shows what their warranty is. If they refuse then quote the below at them and say you want to see the information that negates this.

    "Risk-Free 100% Satisfaction Guarantee

    On Membership: We will refund your membership fee in full at any time if you are dissatisfied.
    On Merchandise: We guarantee your satisfaction on every product we sell, and will refund your purchase price. This is in addition to your rights under the Australian Consumer Law."

    • 777 on 30/12/2016 - 08:18

      Oh yeah did pointed that out!
      She said the life time warranty is on membership.
      And merchandise she reinstated only 30 days!!

      • try2bhelpful on 30/12/2016 - 08:22

        It does not actually state "30 days". I would have another go at ringing them up and insisting on talking to a manager. If they can't show you where the returns policy states "30 days" then you could get them for false advertising; particularly if this has changed from their previous policy.

        • 777 on 30/12/2016 - 08:25

          I might as I am quiet annoyed. But 2-3 staff said same thing
          The thing is they never advertised in writing their lifetime warranty only verbal

      • KaraZorEl on 15/07/2017 - 15:21

        Came across this thread as I was reading up on Costco guarantee/warranty. I was told they don't offer lifetime warranty and it is limited to the warranty of the product. There is no specific timeframe for returns of items in original packaging (because I asked about an item of clothing). But maybe there is a time limit on used/open item. We were able to return a mixer tap that didn't fit our sink, it was opened and had a few marks from installation but they accepted no questions asked.

  • Allan on 30/12/2016 - 08:13

    I've seen people return half used groceries. Saw half tub of yoghurt returned. Policy was generous but guess people always abuse the policies.

    • 777 on 30/12/2016 - 08:22

      Seen that myself too,I guess for food they followed Woolworth and Coles, they in same boat for their own brands
      You can read on every packaging..

    • boomramada on 31/12/2016 - 15:00

      Most of the food items goes to rubbish if you return them after a day. So think twice before you return it.

  • android iOS on 30/12/2016 - 08:37
    +2

    Personal experience is that after manufacturer warranty don't bother trying to return product back to Costco.

    My membership is purely for petrol and their wagyu beef

    • 777 on 30/12/2016 - 09:05

      Nearest gas station is 30k from me
      Seems like only 2hr free city parking if you going to docklands and selected USA foods
      Oh yeah the .97 items

  • yeahitshot on 30/12/2016 - 09:44

    This does surprise me, only last week I returned an item I bought 6 months ago and said it wasn't up to my satisfaction. They refunded the money no dramas.

    Their policy on the website still says still states (EDIT: can be found here - http://www.costco.com.au/Common/PrivilegesAndConditions.shtm…) :

    "Risk-Free 100% Satisfaction Guarantee
    On Membership: We will refund your membership fee in full at any time if you are dissatisfied.
    On Merchandise: We guarantee your satisfaction on every product we sell, and will refund your purchase price. This is in addition to your rights under the Australian Consumer Law."

    If you have issues I'll be pointing them to this page and complaining to ACCC or something if they don't help.

    • 777 on 30/12/2016 - 12:23

      Good on you, I had same experience couple of years back. Recently I went to return a faulty lawn mower, behind the counter there was a lot of talk, clearly the mower had an issue, as I had it checked, was still under warranty, they refunded it.
      To me seems like they were talking about taking to the manufacturer and then again it was a very heavy item, asking lots of question, etc..

  • ihbh on 30/12/2016 - 09:56
    +2

    If everyone did what you do OP, and in effect, just rented big ticket items from Costco for the cost of foregone interest (which is negligible), they'd go broke.

    Are you surprised they have stopped allowing this?

    • 777 on 30/12/2016 - 10:13

      I agree but the sales guys have this speil
      I know it is not ethical hence I never did that again unless things have broke down.
      But they should have had some restrictions in place to prevent the misuse of policy

  • jimbobaus on 30/12/2016 - 10:16
    +4

    Have been pointing out that there is No Lifetime Warranty on TVs etc on OzB for years and i always get shot down as being wrong.
    There is NO LIFETIME WARRANTY on many items, essentially only Costco Branded items come with LTW

    • 777 on 30/12/2016 - 12:18

      i had no issues until recently, but returned most 3 items including faulty

  • minniethemoocher on 30/12/2016 - 12:40

    It's not a lifetime guarantee or extended guarantee, its 100% satisfaction guarantee. Tell them you aren't 100% satisfied and want a refund and see how you go.

    • 777 on 30/12/2016 - 13:57

      Haha you reckon that will work?
      But all but in all seriousness if a heavy item breaks and it's out of the manufacturer warranty and you need to return it and if they're not gonna replace it it's a big issue
      Else you can buy from Harvey Norman or the good guys with the extended warranty and have a piece of mind. We bought a washing machine from Harvey Norman with extended warranty replacement for extra 4 years $120.
      And I end up using two Amex cards for an extra $200 off. And that was purely done because of Costco change of extended warranty terms and conditions

      • SnoozeAndLose on 30/12/2016 - 20:42

        year ago When I about to buy a 60" TV I ask how much is the extended warranty to the sale guy and he said costco does not sell warranty instead they give it out as long as you are continuous member.

  • Savas on 30/12/2016 - 21:34

    I personally have returned 1k item as change of mind after a year and bought the next model up with no issues, which was couple of years back

    Screw you, you wrecked it for all of us!

  • lainey13 on 31/12/2016 - 21:21

    Would love to know what is the actual Costco policy now before I buy anything big from Costco. Is it 100% satisfaction guaranteed or not? What it it does break within manufacturer's warranty, can I still return it? Too many questions :(

  • salehiam on 24/01/2017 - 18:29
    Merged from Costco return policy changes?!

    I was at Costco Canberra and talking with the manager he said Costco doesn't have lifetime return policy and never had, I was like I returned things in the past and he said people think they can bring back a tv anytime, and no that is not the case, maximum return timeframe is two weeks!!!

    I'm a Costco fan and I was unpleasantly surprised as everything in my place is from Costco.

    Have you noticed this recent return policy change at Costco?

    • empty456 on 24/01/2017 - 18:34
      +1

      I always thought it was a "lifetime warranty" rather than lifetime return policy. Also you had to have continuous membership to avail of the lifetime warranty.

      Just out of curiosity is the return due to change of mind, or a fault in the product?

      • salehiam on 24/01/2017 - 19:09

        I went there to buy some groceries and ask about the new shed they are selling.

        I asked if the shed is coverted by costco's satisfaction gurantee, he said no it is not.

        He then said, the satisfaction gurantee is for the first two weeks, I was then pointed to one random item in my trolly and asked him you mean I can't return this, he replied only within 2 weeks from purchase.
        I then asked him this is a policy change, he said no, it was always like this and then he gave the TV example as I put in my forum description.

    • Allan on 24/01/2017 - 18:37
      +1

      Warranty is only manufacturers warranty ie if you want to get it fixed.

      If you want refund due to not being satisfied with product that is lifetime. This bit is a bit of a grey area now that people are abusing the return policies.

    • trustnoone on 24/01/2017 - 18:38

      Apparently there was changes to the lifetime guarantee as well? I've never actually shopped there, but I remember this forum thread a little while back: https://www.ozbargain.com.au/node/285094 apologies I can't help much further then that.

    • CacheHunter on 24/01/2017 - 19:33

      Very confusing. I shop at Costco every few months. Because you can't try clothes on in store, I often buy a few sizes (unless it's a brand I've written before) and return the ones that don't fit on my next trip. If they start enforcing the 2 week rule, it could get embarrassing if i have to strip down to my undies in store to try on a pair of shorts or jeans.

      • John Kimble on 24/01/2017 - 19:43
        +1

        Don't be embarrassed by your (new) "dad bod"…embrace it! It's all the rage these days :p

        • CacheHunter on 24/01/2017 - 20:21
          +1

          I just noticed that the terms and conditions state under General Policies

          Shirts and shoes are required

          Perhaps the omission of pants is deliberate, to accommodate exactly this sort of situation?

    • android iOS on 24/01/2017 - 19:34

      aust Costco = lots of issues returning faulty items etc. or items you try and it's disgusting. I haven't had any issues in Costco USA. Most Aust retailers have better return policies than Aust Costco these days

      • John Kimble on 24/01/2017 - 19:50

        I think a lot of retailers are pretty relaxed/accommodating to the point of it almost being a detriment to themselves. Like everything it is a small portion of the population who ruin it for everyone by being dodgy and taking advantage of the system by returning things when (by rights or) a reasonable person would say they wouldn't do that. e.g. wearing something once for a special occasion and then returning it.

        I've never owned a business, so there are probably a lot more other factors involved, but on a basic level, imagine if you owned a store and you sold something, it goes down as a sale in your books, then weeks, months later it is returned for non warranty/dubious reasons (or change of mind). Even worse if it is not in "re-sellable" condition or you can't send it back to the manufacturer. That would suck balls.

        This also happens to retailers (especially online only ones) with dodgy chargebacks (aka friendly fraud).

    • Nice one baby on 24/01/2017 - 20:15

      They still have the below on their website.

      "Risk-Free 100% Satisfaction Guarantee

      On Membership: We will refund your membership fee in full at any time if you are dissatisfied.
      On Merchandise: We guarantee your satisfaction on every product we sell, and will refund your purchase price. This is in addition to your rights under the Australian Consumer Law."

      The policy is written down and I'm sure if you chose to pursue it you could get it enforced.

  • salehiam on 25/01/2017 - 09:50

    I am fine for them to change their policy but what happens to all the past purchases when they openly promoting customers to buy and return whenever they wish.
    I would think new purchases are covered by the new policy but all previous purchases should be covered by what their were advertising, otherwise we are dealing with false advertising for those purchases made before they tighten their rules.

    • 777 on 25/01/2017 - 12:06

      Completely agreed
      Asked them again for the changes they advising as the consumer laws have changed and the only following ACL and nothing else

  • CacheHunter on 25/01/2017 - 19:22

    The policy on the signs in store and on the web site is, and always has been, '100% satisfaction'.

    The issue then becomes how reasonable your claim of dissatisfaction is. I don't see how it would be reasonable to return a fridge that comes with a 2 year warranty because it broke down after 5 years. Similarly, a customer should be satisfied that a break down during the warranty is repaired under the warranty. However, if the manufacturer goes out of business out won't honour the warranty, it is reasonable to be dissatisfied and return the item to Costco.
    Another example would be a customer that buys a bed and sleeps on it for a few years couldn't reasonably argue that they are dissatisfied with how it looks in their house. However, a return for being uncomfortable after a week or might be.

  • Jamesx on 18/06/2017 - 00:27

    Ppl like op return staff after a year or two is the reasons why the generous warranty is no longer available. When you gain something, some one is loosing the money. How sustainable is that?
    Yeah, selfish ppl are the reason the world is going down hill. You know what, selfish ppl complain more about it. How predictable is it?

  • sakinah on 22/06/2017 - 15:43

    My uncle just returned 2 sofa beds bought 4 yrs ago to Costco Canberra and got all his money back $1160

  • masterash on 24/06/2017 - 20:35

    I visited Costco Ringwood and asked about returning ipad bought just over 2 years ago as it is playing up and discharges every 30 min after full charging.
    I was advised that I will have contact Apple and I said that it is out of warranty, I will be charged for repairs and When I bought it, I was told as long as I am member if there are any issues, I can just bring the item for full refund.
    Note: I have never returned any item before. I was just disappointed today and didn't pursue further as I didn't have ipad on me today.

    • 777 on 17/07/2017 - 07:15

      mate, go to Apple in Chaddy, heard many many good stories about their generous terms, well and beyond ACCC

  • cheepwun on 27/06/2017 - 23:48
    -1

    I personally have returned 1k item as change of mind after a year and bought the next model up with no issues, which was couple of years back.

    Unreasonable customer.

    Going forward been hearing stories that they aren't that generous anymore and wants you to contact the manufacturer before.

    Reasonable response to unreasonable customers. I have never shopped there but wouldn't in a million years consider doing what you did - to any store. I'm surprised there was such a policy to begin with.

    • 777 on 03/07/2017 - 09:35

      well that's their policy. They recite it like a script, get it??

      • cheepwun on 09/07/2017 - 18:58

        If that is (was) their policy, you can naturally abuse it, right? Because you're entitled. Is that the moral here?

        • 777 on 17/07/2017 - 07:13

          imo I gave them more business by buying the upper model my spending 3x more than original cost. Not saying it the best approach but giving them business here, All in all, I have spent over 100K at Costco, returning sub 1K item doesn't make me an unreasonable customer here. Their profit margins are approx 25-60%, go figure

        • cheepwun on 17/07/2017 - 11:37
          -1

          @777:
          Returning it simply because you can (rather than a legitimate fault reason) does make you an unreasonable customer. A change of mind after that length of time is ridiculous. How would you feel if you were selling the stuff after you get a whole bunch of stuff back from entitled 'renters'? Have you ever worked at retail? The amount you spend at the place is irrelevant. That's your decision, not a justification for 'renting'.

          If they no longer offer this, well it's no surprise. Too many people abusing a policy designed for real 'situations'.

        • 777 on 17/07/2017 - 12:18
          +1

          @cheepwun: I hope you do understand that was/is their "Business model"
          you pay a premium price and membership for a reason, not going to argue with you if it is right or wrong.
          That how they operate. That's how they sold xxx thousands of memberships "Change of mind/ life warranty"
          EOS!

      • verdikt on 09/07/2017 - 21:27

        Did you end up getting your full refund back? Despite all the comments here evoking ethics and sustainability, you should be entitled to a full physical refund as per the policy mentioned on their website and the consumer guarantees provided as part of their business per the ACL: https://www.accc.gov.au/consumers/consumer-rights-guarantees…

  • psdillon on 22/11/2017 - 07:10

    I used to be a proud Australian, but heck we are just scum like most of the world. Costco tried out a generous policy, we abused it, and now the honeymoon period is over.

    I've been maintaining a Costco membership just for the guarantee on an expensive TV. Never intended to return it unless it broke. Will not renew membership when it expires.

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