Bought a faulty game from CEX and they refused to refund the money

• 

  toomuch on 29/06/2017 - 19:25

  I’m worried that buying 2nd hand goods means that they are not as good as new.

  Relax; all goods we buy in are subject to testing and covered under warranty for a whole 24 months (excluding consumables, which are warranted for 28 days). Still stressed? We will also exchange unwanted items bought in a store within two days when accompanied with a receipt, provided it is in the same condition you purchased it in.

  • 

    toomuch on 29/06/2017 - 19:26

    +1

    They are a retailer , all rules would still apply to them as anyone else..

  • 

    Windows7forever on 29/06/2017 - 19:28

    Sorry it was 3-4 days now that I think about it. The first 48 hours is a no questions asked refund, for change of mind. Faulty products are warranted for 24 months(used to be only 12 months) which is good.

    Funny thing is he went out the back with the disc for a minute and then came back and said "look here, I cleaned the disc so it should be fine now" as he proceeds to he show me the disc. I said "mate, it still has scratches all around it and looks exactly the same to me". I reckon he just got the end of his t-shirt and rubbed it a few times. Dodgy stuff.

    • 

      toomuch on 29/06/2017 - 19:35

      also just found this

      Refunds and Returns
      Items may be returned for refund or exchange, provided CeX is notified within eight [8] days of delivery of the item, please contact us via our customer support form. CeX must also be notified of any items that have been delivered incorrectly or incomplete within eight [8] days of delivery of the item, please use our customer support form to let us know..
      Please note: Items for refund or exchange must be returned to CeX.
      Being notified outside of eight [8] days, CeX reserves the right to refuse any refund or exchange requested for items which are not faulty.
      Information provided must contain your order number, the title of the item/s you are returning, and the reason for return. Merchandise must be in same condition as when it was sent with all accessories and manuals that came with it, including a copy of the invoice and a short note detailing the reason you are requesting a refund or exchange.
      CeX offers a twenty-four [24] month warranty on all items except consumables. The CeX twenty-four [24] month warranty does not cover physical damage, water damage, or any damage caused by unlocking a mobile phone, and only covers software faults arising in the course of normal use. For further details on the conditions of the warranty, please contact us via our customer support form.
      After 28 days from the point of receipt, defective merchandise will be fully tested to verify the fault. Should an item not be found to be defective it will be dispatched back to you, however should an item be found to be defective we will first seek to repair the item; if no repair can be made, we will seek a replacement item. If no replacement can be issued, a refund will be given (to the current sale value via CeX voucher). Repairs can take up to 28 working days.
      Please note: Our refunds and returns policy may be restricted against titles that are exclusively for online play.
      Please note that we cannot accept refunds or returns if you deliver them to us by hand, and as such refunds and returns can also not be carried out in CeX stores.
      All merchandise for return or refund must be sent to the following address:

      • 

        aoeueoa on 29/06/2017 - 19:48

        Those T&C don't apply to in-store purchases.

      • 

        toomuch on 30/06/2017 - 16:53

        @aoeueoa:

        How can you have different sets of rules for different purchases ?

• 

  Sinful on 29/06/2017 - 19:29

  +1

  Shouldn't have taken the voucher.

  You can still talk to the ombudsman.

  • 

    Windows7forever on 29/06/2017 - 19:33

    I'm thinking of making an example out of them for getting me off-side as a customer.
    That will teach them a lesson.
    Besides, I was returning the game for my partner and it was her money so now I have to tell her "sorry babe, they wouldn't give me your money back. Here's a voucher instead" :(

    • 

      Sinful on 29/06/2017 - 19:35

      +1

      If it's happened to you, it's happened to others.

    • 

      Slippery Fish on 29/06/2017 - 19:39

      -6

      Stop having a cry on here, if your unhappy with the stores response contact them direct if still unhappy report… Why must everyone have a massive cry over simple shit, is your life that boring?

      • 

        Windows7forever on 29/06/2017 - 19:40

        +3

        I'm merely seeking advice. I like to know my rights before launching an offensive against them.

      • 

        Slippery Fish on 29/06/2017 - 21:33

        -3

        @87andcry:
        Then Google them :), sorry been bad day at work tbh.

• 

  aoeueoa on 29/06/2017 - 19:36

  You are perfectly entitled to refund. The product is faulty. Under NSW law you are entitled to a refund for that. Just because you have accepted the voucher doesn't mean you can't get a refund still, but only because they misinformed you about your rights (which in itself is a breach of law too).

  Go back, tell them you know your consumer rights, ask for a refund. If not, put a claim in to Fair Trading.

  http://www.fairtrading.nsw.gov.au/ftw/Consumers/Consumer_gua…?

• 

  catbarf on 01/07/2017 - 13:44

  +1

  Doesnt matter what their policy is, Under Aus law you are entitled to a refund as the product is not fit for purpose. Check out the ACCC app and returns.

  • 

    Windows7forever on 02/07/2017 - 07:08

    Thanks. I will abuse them next week when I go back.

    • 

      catbarf on 02/07/2017 - 08:38

      +1

      For your reference
      https://www.accc.gov.au/consumers/consumer-rights-guarantees…

      This part because they need to sell you a produce which works.
      Products must be of acceptable quality, that is:

      safe, lasting, with no faults
      look acceptable
      do all the things someone would normally expect them to do.

      This part because you have to deal with the retailer and not the Manufacturer
      Products

      You can claim a remedy from the retailer if the products do not meet any one or more of the consumer guarantees, with the exception of availability of spare parts and repair facilities.

      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.

      This part reinforcing your rights

      Repair, replace, refund

      If a product or service you buy fails to meet a consumer guarantee, you have the right to ask for a repair, replacement or refund under the Australian Consumer Law

      And finally this part you are entitled to a refund

      When you have a major problem with a product, you have the right to ask for your choice of a replacement or refund.

      And

      What is a major problem?

      A product or good has a major problem when:

      it has a problem that would have stopped someone from buying it if they’d known about it
      it is unsafe
      it is significantly different from the sample or description
      it doesn’t do what the business said it would, or what you asked for and can’t easily be fixed.

      And make sure not to take their BS that you already took the voucher. Your legal rights are you entitled to your refund so you want your money back. I have this issue with Groupon all the time and they eventually do it

      • 

        Windows7forever on 02/07/2017 - 09:04

        We shouldn't have to fight for our rights as consumers. Retailers should know the rules and penalties involved for breaches. I guess more people need to speak up.

• 

  whooah1979 on 02/07/2017 - 09:08

  Disc had deep scratches around the outer ring and did not install properly.

  Was the disc damaged when you checked and paid for it in the store?

  • 

    Windows7forever on 02/07/2017 - 09:13

    Assume so. Gf bought it not me. Staff never show you disc condition unless you ask and they are usually too busy rushing around.

    • 

      whooah1979 on 02/07/2017 - 09:22

      That is strange. We've purchased discs from cex and the cs has always made sure that we sighted the disc's condition before putting them in the covers.

      If you weren't present at the the time of the transaction, then how can you assume that the cs didn't show or ask your gf?

      • 

        Windows7forever on 02/07/2017 - 16:42

        Because I buy there all the time and they never show disc

      • 

        Tal_Shiar on 03/07/2017 - 00:11

        @87andcry: don't buy if you can't make the time to ask/check