Questionable Advice from Kogan Customer Support for Returning an Item

ultimatealternative on 04/04/2019 - 21:29

So I've been going through a return process for a fan that has become faulty which I purchased a couple months back, which I've given evidence to Kogan support, however, I just recieved this return email from them, and it seems a little odd.

Thanks for the video you provided.

It does appear that your fan is faulty and in this instance, we won't require you to return it.

Instead, could you please remove the device from all power sources and cut the adapter/cable?

Following this, please provide us with a photo of the cable cut for our records, this will allow us to ensure that the unit can no longer be used in its faulty state.

Once we confirm receipt of the photo, you may safely dispose of the item in an environmentally-friendly manner.

So that I can then arrange to send you a brand new replacement, could you please confirm the following information:
• Current Address
• Contact Phone Number
• Product's Serial Number

I don't know, it just seems incredibly suspicious that they would ask me to do this, as it seems almost like a scam (like they would forfeit my warranty just because I cut the cable).

What should I do in this instance? Is there any measures I should take to make sure I don't get screwed over?
Has anyone else had to do this for a Kogan product?

Electrical & Electronics

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Comments

  • Master Bates on 04/04/2019 - 21:34
    +6

    Seems logical to me, it’s a throwaway item. There is no money in refurbishing and reselling the fan with the cost of postage back and forth. They just want to make sure you’re not gaming the system and that no one else can use the broken fan.

    • djkelly69 on 05/04/2019 - 09:39
      +2

      Master Bates, have you seen Seaman Staines?

      • Master Bates on 05/04/2019 - 11:02

        I haven't seen that coddling catfish in a while you lolloping landlubber!

  • vince088 on 04/04/2019 - 22:02
    +1

    i once had a electronic device recalled from Catch of the day. They said instead of sending it back, cut the cord and send in a photo as proof and they will send me the new device. Everything went 100% well i did get my new device.

    Sounds like similar procedure for whats happening to you.

  • Strahany on 04/04/2019 - 22:07
    +3

    What Bates said.

    I had numerous power banks fail, and they just asked me to dispose of it.
    It makes sense from a financial aspect. Apart from the fact that you need to consider the systems, extra staff at expensive wages (both customer service and technicians), a lot of Kogan’s items are just re-labelled items from generic (or overseas) brands, so parts would be expensive as well. For example, their DC fan is Kambrook (I think) and my powerbanks are branded as Energiser overseas.

  • spackbace on 04/04/2019 - 23:58

    So that I can then arrange to send you a brand new replacement, could you please confirm the following information:
    • Current Address
    • Contact Phone Number
    • Product's Serial Number

    Do that, but 'forget' to attach the photos until you get shipping confirmation of the replacement

  • havebeerbelywillsumo on 05/04/2019 - 00:16

    Had the same request from China supplier of DOA earbuds - ie cut them up, send us photo - it is a surprise when you first get the request but seemingly it is common practice.

  • Deebs on 05/04/2019 - 04:08

    Have had the same thing for items from China and my sister did the same for a Belkin cable.

  • garetz on 05/04/2019 - 06:16

    Noctua asked me to do the same for a broken pc fan, seems like its a pretty common practice when postage is more than its worth.

  • Nugs on 05/04/2019 - 06:54

    photoshop the cut cord?
    .

  • whooah1979 on 05/04/2019 - 07:25

    Instead, could you please remove the device from all power sources and cut the adapter/cable?

    This is the most practical and safest way to make sure that faulty goods isn't reused.

  • anzacpaul on 05/04/2019 - 12:18

    I work for an electronics recycling company.

    Regularly get people coming in and asking for a certificate of recycling to prove to a company they have bought from that the faulty item was recycled responsibly.

  • Capo93 on 08/04/2019 - 19:15

    100% normal. I’m in the appliance industry and I have all my service agents cut the cable before disposing when the unit is under warranty. The cost of freight out weighs bringing the item back. Just take photos for your peice of mind but you’ll be fine.

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