Consumer Rights Question - Repair of Faulty Solar Panel (Anaconda Said I Have to Take Product to Repair Agent Myself)

bobkin on 11/02/2021 - 15:58
Last edited 11/02/2021 - 18:26 by 1 other user

I bought a portable solar panel two months ago from Anaconda. It did not work on my first trip with it a few weeks later, but I assumed it was a faulty connection on my camper trailer. I finally tested the panel with a multimeter two days ago and confirmed it did not work.

Today I attempted to return the product to the store for them to arrange a repair, however they advised their agreement with the supplier was that the customer had to take the product directly to the repair agent. The repair agents are approximately 40 minutes away from my house.

Is this something they are able to do, or are they obligated to arrange the repair themselves? I have emailed ACCC for what it’s worth, but expect it will take a fair while to hear back from them.

Thanks

Electrical & Electronics

Related Stores

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Anaconda

Comments

  • apsilon on 11/02/2021 - 16:04
    +8

    The retailer is obligated to handle it under ACL. If they don't want to they can refund instead. This has been covered countless times. More info here: https://www.accc.gov.au/system/files/Warranties%20and%20refu…

    • bobkin on 11/02/2021 - 16:10

      That was my understanding as well. Do you have any suggestions for how to handle it when they just say no? I contacted head office who spoke to the store manager, but the same outcome resulted

      • contrafibularities on 11/02/2021 - 16:20
        +1

        If you have the policy in writing pass it on to both the ACCC and your local state or Territory fair trading office. They will be much more receptive if the breach is contained in a written document.
        I would then email Anaconda quoting the ACCC guidance and explain their policy is in direct contravention of the Australian Consumer Law. Make sure you Do it in writing.

        • bobkin on 11/02/2021 - 16:23

          Great advice, thank you

        • apsilon on 11/02/2021 - 16:34
          +3

          It's pointless contacting ACCC, they don't handle individual complaints. Your local fair trading department is the best contact. Alternatively, and probably quicker, if they don't agree in store to handle the repair or provide a refund, inform them they're in breach of Australian Consumer Laws and that you'll be asking your credit card provider to do a charge back on that basis.

          • contrafibularities on 11/02/2021 - 16:42

            @apsilon: You’re right about the ACCC not handling individual complaints however if it’s a policy of a large trader that breaches the ACL they are interested and are likely to follow up. Which should bring benefits not just for OP but any in a similar position.

            • apsilon on 11/02/2021 - 17:00
              +1

              @contrafibularities: True but it's not Anaconda policy, it's the store staff/manager that's mistaken. The policy states "Upon assessment, Anaconda will offer a full refund, repair or replacement on most items whether purchased online and in store" not "Upon assessment, Anaconda will offer a full refund, direct you to the manufacturer for repair or replacement on most items whether purchased online and in store."

              • bobkin on 11/02/2021 - 17:17

                @apsilon: Maybe the most items bit? It seems the issue is the arrangement between Anaconda and the supplier (Dometic)

                • apsilon on 11/02/2021 - 17:28

                  @bobkin: No, there's some exclusions for cut to measure items and other categories for change of mind returns. Fairly certain it refers to those.

                  • bobkin on 11/02/2021 - 17:35

                    @apsilon: Thank you. I will contact the store in writing and use this info

        • Randxyz123 on 11/02/2021 - 17:11
          +2

          Don’t contact the ACCC…

          Go back to the anaconda store. Ask again for the store to handle it. If they refuse, politely ask to speak to a manager and explain that under the ACCC they have to handle the repair or give you a refund since it is in warranty.

          I am dealing with something similar for another retailer and their advice was that, they’d be happy to help but it can take sometime(like a few weeks) for the retailer to send the product off and get an outcome and get a new product out.

          The person I spoke to said it was much much quicker for the customer to deal directly with the brand/repair centre. As I guess this is something you don’t use often it probably doesn’t matter much.

  • Ocker on 11/02/2021 - 16:21

    Start from scratch.
    Just return the panel and demand a cash refund as the product is faulty and not fit for purpose.
    If they refuse then tell them they are in breach of ACL and you will be taking the matter to Consumer Affairs (and Channel 9's Current Affair!)

    • pharkurnell on 11/02/2021 - 16:34
      -1

      (and Channel 9's Current Affair!)

      they wouldnt give a shit not a dodgy plumber/builder..

  • jv on 11/02/2021 - 17:38
    +1

    however they advised their agreement with the supplier was that the customer had to take the product directly to the repair agent.

    Nope… Tell them that's their problem under Australian Consumer Law…

    • pharkurnell on 11/02/2021 - 19:02

      Tell them that's their problem under Australian Consumer Law…

      how many 20-30yr old managers would know the law, and not think your bluffing?

      • Seraphin7 on 11/02/2021 - 20:28
        +1

        how many 20-30yr old managers would know the law, and not think your bluffing?

        The ones that find out when you simply say call whoever you need to call, but this is law and these are your obligations.

  • bloom on 11/02/2021 - 17:54
    -3

    Or you could save countless hours of your time by driving 40min to drop it off and move on with your life… just saying

    Waiting for the next thread where they replace it with a refurb panel :)

  • AndyC1 on 11/02/2021 - 18:00
    -1

    Under ACL it's a major fault as it does NOT work and therefore you are entitled to a refund. I would check out jaycar to see if they have the same thing as they are an electronics store and have the equipment to check it if something goes wrong.

  • Drakesy on 11/02/2021 - 18:00
    -1

    Pulled from the ACCC website.

    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.

    I'd say this is a major problem and therefore Anaconda would need to give you a choice of replacement or refund.

  • Seraphin7 on 11/02/2021 - 20:25
    +1

    they advised their agreement with the supplier was that the customer had to take the product directly to the repair agent

    Beyond anything else, that is simply laughable. My response would be, "that's great, but I'm not a party to that agreement".

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