Warranties and Invoices for Goods

Sammyboy on 26/02/2019 - 17:19
Last edited 26/02/2019 - 17:19

I recently had to make a warranty claim for a keyboard from Corsair which is almost a year old. I made the purchase from an eBay computer store. I couldn't find the invoice and only had the eBay and PayPal emails and could provide bank statement. According to Corsair this was not good enough. Even though they could see the eBay seller was a proper store. I emailed the eBay seller and was ignored. Eventually I worked out the actual retail store as the names were slightly different and managed to get an invoice. It appears i'm responsible for postage costs, and shipping a k70 is going to cost $57 to post back to Corsair in Taiwan. I always presumed companies would cover return postage costs if the item was accepted under warranty. Are there any Australian laws in regards to this? Couldn't find anything on this.

I always thought that eBay and PayPal purchase emails would be good enough for warranty purposes. I presume many companies would be like this in regards to warranties. So does that mean any purchase of a new item from a seller from eBay that does not provide a proper tax invoice, that item will most likely not be covered by warranty?

General Discussion Warranty

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Corsair
Corsair

Comments

  • dcep on 26/02/2019 - 17:24
    +4

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

    You are entitled to return a product if you believe that there is a problem. You are generally responsible for returning the product if it can be posted or easily returned. You are entitled to recover reasonable postage or transportation costs from the business if the product is confirmed to have a problem, so keep your receipts.

    https://forums.whirlpool.net.au/thread/2587545#r53179940

    • Sammyboy on 26/02/2019 - 19:00

      ohhh thanks for that. I will suggest pics of destroying the keyboard rather than posting back! Crazy just for 1 broken key. They don't have anymore spare keys for the original K70. Im guessing as the mk2 is out and has a different font. They want to replace the one I have with a new mk.2

    • Almost Banned on 27/02/2019 - 00:54

      This is great advice - unless the seller doesn't give a stuff, or is based in another country - like in this situation.

      • dcep on 27/02/2019 - 01:25

        Except it's Corsair and if you even bother to click on the whirlpool link to have a read before commenting.

  • FuzzyWolf on 26/02/2019 - 17:39
    +3

    Pretty sure they should be the one covering postage but corsair is an American company so they usually seem to be not concerned about the ACL. Also probably because their support is based not in Australia they probably have no knowledge of this.

    Try ask nicely explaining that postage cost is too expensive and give them proof of this such as a screenshot from AusPost estimate page. I have dealt with Corsair twice with warranties and at first they said I should cover the postage but after explaining to them that it is very expensive they gave me UPS prepaid shipping label and they picked up the item(you still have to pack it nicely though). This was for a glaive mouse and a h110i gtx liquid cooler.

    • HighAndDry on 26/02/2019 - 18:04

      Pretty sure they should be the one covering postage

      phunkydude posted his comment about 15 minutes before yours quoting the ACL…

      You are entitled to recover reasonable postage or transportation costs from the business if the product is confirmed to have a problem

    • Sammyboy on 26/02/2019 - 19:04

      I thought it was American company too. However this is the return postage details
      Attn: RMA Department
      Corsair Memory, Ltd
      33747台灣桃園市大園區航翔路5A號5F-1,
      5F-1 No.5A,
      Hangxiang Rd,
      Dayuan Dist,
      Taoyuan City,33747,
      Taiwan (R.O.C.),
      Phone: +1(888) 222-4346

      • dcep on 26/02/2019 - 19:08
        +2

        我爱台妹

        • Sammyboy on 26/02/2019 - 19:20

          I partied hard in Taiwan a while back. I love Taiwan too :)

      • HighAndDry on 26/02/2019 - 19:25
        +2

        Corsair is an American company, but basically all PC hardware manufacturing happens in Taiwan so not too surprised their RMA stuff would also take place there.

        Also, almost all the computing hardware companies are Taiwanese. I'm not even kidding - think of any OEM company. Taiwan. Gigabyte. MSI. Asus. Acer.

  • whooah1979 on 26/02/2019 - 17:39
    -2

    Corsair in Taiwan.

    The buyer pays for the RMA shipping.

    • Presence on 26/02/2019 - 18:06

      IF the store he bought it from is in Australia then that's not true. It is the stores problem to sort it out.

      • Sammyboy on 26/02/2019 - 19:05

        Yep, I bought from a store in Victoria. Via their ebay store

        • Presence on 26/02/2019 - 19:19

          Ok then it is the stores problem to deal with.

      • whooah1979 on 26/02/2019 - 20:25

        The buyer is returning the good to the manufacturer. This manufacturer doesn't have an Australian entity. So the buyer pays for the RMA return.

        • Presence on 26/02/2019 - 21:09
          +3

          But why would he do that? He has every right to return it to the retailer in Melbourne. Returning it oversea is absurd.

  • fishball on 26/02/2019 - 17:49
    +2

    If the eBay seller (especially if it's a store w/ ABN) ignored you then you have to escalate through eBay support. I did this once and the seller got back to me begrudgingly and organized the RMA. They are just hoping you eff off rather than incur costs helping you even though they are probably legally required to (not 100% sure if keyboard is > 1 year warranty).

    • Sammyboy on 26/02/2019 - 19:07

      Bought on 19/07/18. Unfortunately in ebay, even though you can still see the purchase, you cant do anything with it. It won't let you initiate a return. I had to contact them via the ebay shop front. Even then it asks for the item number and when I input that, it wouldn't accept it! So I had to just select contact seller in regards to something else.

  • HighAndDry on 26/02/2019 - 18:03
    +1

    I emailed the eBay seller and was ignored.

    This shouldn't have happened. The ACL makes the seller (not the manufacturer) primarily responsible for defects with the product.

    I always thought that eBay and PayPal purchase emails would be good enough for warranty purposes. And then they would have had to pay for RMA postage to Taiwan.

    That's a reasonable assumption, but they are allowed to request a copy of the invoice. Only an invoice is proof that you've purchased it validly (e.g. if you bought 2nd hand from a private seller, you would still have all the eBay and Paypal emails, but wouldn't be necessarily entitled to any warranty).

    So does that mean any purchase of a new item from a seller from eBay that does not provide a proper tax invoice

    All sellers in Australia have to provide proper tax invoices. But it's your responsibility to retain a copy - they have no obligation to re-issue.

    Most everything else has been covered, request the postage fees refunded from Corsair if the warranty return is accepted (because the product is defective).

    • Sammyboy on 26/02/2019 - 19:10

      The only way I got in touch in the end was finding the actual website of the store. Ebay store was Oz_techgears. Physical store was Atgears.com.au. Sent an email via that and explained the problem. The lady said they don't keep invoices past 6mths! which is rubbish. Another email explaining Corsair would not honour the warranty unless had invoice and if she could generate a new one. Luckily she did that.

      • HighAndDry on 26/02/2019 - 19:17

        Ah - that's… less black and white.

        Shop doesn't have to give you another copy of the invoice.

        But shop did have to accept the product back if it was defective.

        • Sammyboy on 26/02/2019 - 19:29

          thats interesting to know, that a store doesn't have to issue you a reprint of an invoice. Considering as a business, all transaction records would have to be kept for a minimum of 5 years. I would guess, saying they only keep records for 6 months is not exactly legit.

          • HighAndDry on 26/02/2019 - 20:41

            @Sammyboy: They probably do - if the ATO asks. They were just blowing you off to avoid extra work. But you should've insisted on returning the keyboard to them and let them deal with the RMA process (and costs).

      • Randxyz123 on 26/02/2019 - 21:38

        That website looks horrible.

        How much cheaper was it?

        • Sammyboy on 26/02/2019 - 21:44

          Paid 180 back then with eBay discount. Was best price at that time

  • crashloaded on 26/02/2019 - 18:04
    -2

    I believe anything you purchase in Australia has to have a warranty, however in regards to returning an item for a warranty issue, the postage costs are usually shared, you pay to return it, they pay to send it back.

    At least that's been my experience with msi.

    • Presence on 26/02/2019 - 18:08

      Wrong wrong wrong. IF the store is in Australia then they can't make you pay to send it to Taiwan. What if you buy a Samsung fridge from JB? They don't make you ship it to Korea! It is the retailer's problem!

      • crashloaded on 26/02/2019 - 18:11

        Yes, if the store is in Australia it's your responsibility to get it to the store though. If the store is interstate, you will pay shipping to them and they will sort it from there, is what i was trying to say, sorry for the confusion.

        I purchased my laptop from an ebay store that was interstate, i had an issue with it, i had to send it to the authorized repairer to get it fixed, it was easier and more time efficient for me to pay to post it directly to the repairer instead of to the ebay store and then they send it on again.

        I assumed Corsair would have an authorized repairer in Australia.

        • HighAndDry on 26/02/2019 - 18:40
          +1

          I think the issue here is that OP didn't buy it directly from Corsair, so they don't need to send it to Corsair - they should be able to send it to the eBay seller they bought it from, and that eBay seller would have to RMA it to Corsair in Taiwan.

  • wei13 on 26/02/2019 - 18:34

    Is it Australian stock or grey import?

    • Sammyboy on 26/02/2019 - 19:12
      +1

      Australian stock bought from oz_techgears on ebay. Company is atgears.com.au. 635 Waverley Rd, Glen Waverley VIC. Seems like a house on google maps!!!! Weird that Corsair is not sending the RMA authorisation to the shop and just to do a swap there

  • Numpty21 on 26/02/2019 - 20:50

    My experience is you pay return postage.
    If the item is deemed faulty then you can claim the cost of postage back.

  • Randxyz123 on 26/02/2019 - 21:15

    Do you not get emailed an invoice?

    • Sammyboy on 26/02/2019 - 21:33

      Prob did. Must have mistakenly deleted it. Almost makes me think to print a hardcopy of all emailed invoices now

  • foxmulder on 27/02/2019 - 08:31

    I bought Corsair PSU and it has power issue after a while. Return it to JW and 2 weeks later they gave me a new one. You return to where you bought it unless the manufacturer has local presence for warranty support. If product bought from local distributor, the seller simply return it to distributor for credit.

  • Sammyboy on 06/03/2019 - 15:29
    +1

    Update … I offered to destroy the keyboard and send them pics, however they still wanted the keyboard and as a "one time gesture" sent me UPS postage label. I guess they really must want the keyboard for parts. Perhaps the keys, as they didn't have any stock of keys to send me a replacement key and will send me a whole new keyboard instead.

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