GraysOnline warranty = refund?

Related Stores

Grays

• 

  Ryanek on 14/05/2018 - 16:36

  +3

  If I can't get a replacement I would prefer a refund every time. Why deal with a defective product? If it comes back repaired it is essentially a refurbished item.

• 

  scrimshaw on 14/05/2018 - 16:39

  +2

  The seller has a right between to choose between a replacement and a refund.

  As per the ACCC "You can ask a business for your preference of a free repair, replacement or refund, but you are not always entitled to one."

  Also, considering the nature of GreysOnline, who buys up liquidated inventory, seconds and reconditioned goods to resell for a profit — they most probably have a very limited number of speakers and once they've run out of those they're unlikely to have more again.

  • 

    LGW on 14/05/2018 - 18:23

    I think you meant buyer in your first sentence?
    Anyway, The law is kinda ridiculous as yes I have a right to choose but not much in the way to prevent the seller saying unfortunately we cannot fulfill your choice.
    I have gone down the path of the ACCC and the first question was asking if I received a refund which I said yes to but was not what I wanted. Their reply was there's not much you can do because you got a refund lol.

    I understand that they would not have endless stock for faulty items to replace but question how they can say it's covered by a 12 month warranty if they can't even offer a repair. I would be fine if it said 12 month money back but staying that is a warranty is kinda misleading IMO.

    • 

      dizzle on 14/05/2018 - 19:32

      +1

      Grays are also a clearing house for other stores, and I'd be surprised if they are an authorised reseller of any electrical product. Hence they will always have limited quantities.

      As such they will not be able to send anything back to the original suppliers for them to repair or replace under the suppliers warranty. Organising repairs themselves probably costs more than it's worth as they buy i off other stores for minimal cost. So even though they cannot (or will not) repair it, Australian Law still says they must supply a warranty. Hence if they have no replacement, they will refund and accept the loss.

      All a warranty really means is that for a time they believe a product will be free of manufacturer faults. As long as they will repair/refund/replace (and refund is generally deemed the ultimate solution) a faulty product, it's not misleading. If repairing the product will cost more than you paid (including handling/processing costs) why would they not refund instead?

    • 

      Ughhh on 14/05/2018 - 20:21

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

      If you have a minor problem with a product or service, the business can choose to give you a free repair instead of a replacement or refund. When you have a major problem with a product, you have the right to ask for your choice of a replacement or refund.

      It would be like asking the insurance company to spend $10,000 to repair a car that is only worth $2000. I don't think it's misleading, but rather your expectations of what 'warranty' is not quite in line.

      • 

        LGW on 14/05/2018 - 20:27

        Fwiw one of the speakers had a crackling noise and I'd think they only required to replace that one speaker. Granted I don't know how much that would have cost in comparison.

• 

  LGW on 14/05/2018 - 20:24

  Thanks for your clear and concise reply. I do accept all of what you have written, the thing that bugs me aside from not honouring their initial agreement to replace the item is the fact that if a refund is their only intention from the onset, why can't they be upfront about it.

  There are many retail outlets which do suffer a greater loss rather than take the most cost effective option simply because that's what the customer chose; they rather have a customer who is satisfied with the resolution than taking the cheapest way out. If Grays can choose as they wish isn't that going totally against what is written in the consumer law? I can't speak for the people who wrote the document but I bet that when they put in the phrase 'your preference' they hoped to stop shortchanging someone like LGW.
  It's the constitution, it's mabo, it's justice, it's the law, it's the vibe.

  • 

    Ughhh on 14/05/2018 - 20:39

    It sounds like you would've been better off contacting the manufacturer directly for warranty. Since Grayonlines is only a reseller, the manufacturer may have sent you a new/refurbished unit.

    While it sucks because (I assume) you got it on sale, you can't force them to do more than what is legally required of them. Many people would've been fine with a refund, to take the money to a competitor. If they don't have a replacement, then they don't have one. If you can find if they're still selling the same unit, you might have a better negotiating power.

    If Grays can choose as they wish isn't that going totally against what is written in the consumer law?

    The consumer law isn't about 'customer is always right and gets what they want'.

• 

  LGW on 14/05/2018 - 22:37

  I think I may have been misunderstood. I wasn't trying to say that the consumer is always right and they should honour whatever choice the consumer makes. I was simply trying to say but if there is no choice to begin with be upfront and transparent of what their warranty provides. I wouldn't have an issue if Grays stated a refund was the only option if something went wrong when I made the purchase decision, I would be fine with that. That's the point I'm trying to make. Is it too much to ask if the facts / conditions of sale etc are clear when making any purchase decision? Or maybe it's just stupid if me to expect anything else from this type of retail market. Actually, no it's not as many places put 'no returns' or exchange only'signs up. At least then it's totally clear when agreeing to the contract terms (by buying) with the seller.

  • 

    Ughhh on 14/05/2018 - 22:57

    I think I may have been misunderstood. I wasn't trying to say that the consumer is always right and they should honour whatever choice the consumer makes.

    There are many retail outlets which do suffer a greater loss rather than take the most cost effective option simply because that's what the customer chose; they rather have a customer who is satisfied with the resolution than taking the cheapest way out.

    You're coming off this way imo. Some stores have better service/policy than others, just because one was willing to bend over, doesnt mean others have to too.

    Perhaps they actually were going to give you a replacement, however upon inspecting stock levels, realised there weren't any left? You're making it out like they purposely lied to you and wanted to piss you off.

    I wouldn't have an issue if Grays stated a refund was the only option if something went wrong when I made the purchase decision, I would be fine with that.

    That would be incredibly stupid of them. What would "something went wrong" be, should they make a list of all possible issues? Perhaps other items can be replaced or repaired?

    Or maybe it's just stupid if me to expect anything else from this type of retail market.

    I think just unrealistic and a little one sided.

    Actually, no it's not as many places put 'no returns' or exchange only'signs up. At least then it's totally clear when agreeing to the contract terms (by buying) with the seller.

    No offence, but even based on this comment alone, it's clear that you lack understanding of consumer rights. Stores can't legally have those signs up, the only time that applies is for change of mind.

  • 

    scrimshaw on 15/05/2018 - 01:53

    We may be easily spoiled with 'premium customer service' when served by big-box, high profit margin retailers like Harvey Norman or Myer. It might be a bit of a stretch to expect Greys Online to offer a similar type of customer-first approach, because they are a discount store. They don't price match, nor do they offer a 60-day change of mind guarantee, and there's no free delivery service.

    at the end of the day, it's Greys Online. Cheap goods, but not first-class Customer service.

    • 

      [Deactivated] on 15/05/2018 - 15:52

      Grays isn't even a store at all, let alone a discount store. They're an auctioneer, and if you buy off them you're just taking things like insurance write-offs, damaged boxes, overstocks, deleted lines, etc. You should never expect them to be able to repair or replace an item - refund is generally about the only option you should expect.