Kogan Offering Account Credit for a Faulty Product

RSmith on 04/07/2019 - 08:43
Last edited 05/07/2019 - 16:32

Hi All,

I bought a mechanical keyboard from Kogan and when I connected it to my PC, I found out that the enter key on the numeric keypad was stuck. The side panel and the base of the keyboard are also out of alignment. I popped out a couple of keycaps on the numeric keypad and found that the metal plate housing the keys is bent and causing all these issues. I emailed Kogan with the photos and they replied as below:

Thanks for your reply and photos.

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

Could you please remove the device from all power sources and cut the 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.

At this time, we do not have stock available to provide a replacement. Instead, would you be interested in receiving account credit to the value of $59.00?

Please attach the photo to your response to this email and we will proceed accordingly

I inquired whether they are going to credit money back to my PayPal account or just a store credit, since then they have gone quiet. I have emailed them a couple of times, but no response so far.

I am just wondering if PayPal can help me in resolving this issue.

Thank

PS : Kogan has agreed to issue me a refund. All good.

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Comments

  • Hithere on 04/07/2019 - 08:49
    +9

    Just put a claim in with PayPal 'Item not as described' and let them do the work.

    • RSmith on 04/07/2019 - 09:15

      Thanks. I have put in a claim.

  • whooah1979 on 04/07/2019 - 09:30
    +1

    I popped out a couple of keys on the numeric keypad

    Start unscrewing cover or popping things out is a good way to void a warranty.

    • RSmith on 04/07/2019 - 09:34
      +2

      Didn't unscrew anything… just popped the keycap.

      PS : edited the post for clarification

  • BunnyDownDog on 04/07/2019 - 11:20

    Account credit is store credit; basically you could use it to buy a kogan 365 day sim.

    I think it's the equivalent of them offering "exchange", although for such a "major" failure of the product, I think you are able to request a refund instead.

    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. For a major problem with a service, you can choose to receive compensation for the drop in value below the price paid, or a refund.

    • RSmith on 04/07/2019 - 11:25

      Thanks. As soon as I inquired about the money being refunded to my PayPal account, Kogan support stopped replying to my mails.

      • Love a bargain on 04/07/2019 - 12:59

        If I were you, I'd just send in the photo and demand a refund instead of store credit on the ground that if the business can't give you a replacement, then they really should give you a refund so that you can use that money to buy a replacement product from someone else - as oppose to getting some potentially useless store credit (you might never find anything worth buying from them in the future - who knows).

        • RSmith on 04/07/2019 - 13:02

          Kogan has stopped replying to my emails after I asked them for refunding the money to my Paypal account. I have now opened a case with Paypal. Hopefully, the resolution will be in my favour.

  • seraphim2017 on 04/07/2019 - 12:46
    +1

    Major(non repairable) defect that can't be repaired in a 'reasonable' time that would require you to have purchased differently had you known. Personally I would NOT accept store credit, you appear to be entitled in this instance to a refund. Kogan seems to pull this stuff a lot, as do may other retailers it seems. Stick to the refund demand, and state simply that you will not consider store credit to be in compliance with Kogans obligations for a major defect under the ACL.

    • RSmith on 04/07/2019 - 13:04

      I am not keen on the offer of store credit and the way they are handling my queries (by not replying to them) has put me off from making any purchase at Kogan.

  • curtturtle on 10/07/2019 - 08:29
    +1

    Kogan is the worst. If you end up with credit you end up still giving them money. Get paypal to get your money back. Close your Kogan account and buy from anyone else.

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