HP Computer Monitor Purchased from Officeworks - Stopped Working Two Months out of Warranty

Lmhater91 on 12/05/2021 - 13:09
Last edited 12/05/2021 - 13:59 by 1 other user

Hi all,

I bought a HP FHD 22YH Monitor from Officeworks in March 2020, and unfortunately it just stopped working the other day - completely unresponsive.

I have taken the monitor back to my local Officeworks for a replacement, but was told as it is outside of the 12 month manufacturers warranty, they will not replace it. In short, 14 months is pretty unreasonable timeframe for a monitor to break and want to take this further.

Where is my next best port of call? Escalate at Officeworks, direct to HP, or to the ACCC?

Thanks

Computing

Related Stores

Officeworks
Officeworks

Comments

  • jorf on 12/05/2021 - 13:12
    +6

    Use the magic words: "I'd like to make a claim under the consumer guarantee".

    Basically, the warranty should last as long as a "reasonable person" would think it should last. Also, the retailer is not allowed to fob you off to the manufacturer. You can insist that they deal with it.

    • mhater91 on 12/05/2021 - 13:19

      I tried this and the store manager said sorry nothing I can do..

      • jorf on 12/05/2021 - 13:29

        They can't tell you that. https://www.accc.gov.au/consumers/consumer-rights-guarantees…

        • Topdog on 12/05/2021 - 13:42
          -5

          Yes they can, and I'm sure the ACCC will side with office works, its a $150 monitor.

          • Amaris on 12/05/2021 - 13:56
            +7

            @Topdog: Surely, one would expect even a $150 monitor to work for more than 14 months

            • AdosHouse on 12/05/2021 - 14:20

              @Amaris: 100%. I have a shitty 14" 640x480 monitor still kicking around here somewhere.

            • Topdog on 12/05/2021 - 14:41

              @Amaris: Maybe ,but not when its worth over $150 worth of someone's time. IE: shipping, someone to look at it, fix it, send it back. Even if the retailer still did a straight swap. Its more then what its worth, and the ACCC will see it this way, and just dump the complaint. They will see no matter what it is, $150 = 12 month warranty over, that's enough. I am not saying I agree. I just say the ACCC will be a waste of your time, as it will take months before you even get some traction. (If any)

              You could as others have said, try your luck at another store.

              • Presence on 12/05/2021 - 14:59

                @Topdog: The ACCC do not deal with individual complaints so you will definitely not get help from them. The various state agencies do though.

                It's not the consumers problem what the businesses costs are to fix the problem.

              • Roman Sandstorm on 12/05/2021 - 15:03
                +1

                @Topdog: @Topdog.

                the ACCC will see it this way

                Stop it!

                The ACCC will not see it any way at all. You cannot take a complaint like this to the ACCC. They will refer you to your states' Fair Trading or Consumer Affairs.

              • jorf on 12/05/2021 - 15:14

                @Topdog: That's not how it works.

                The retailer/supplier costs are not relevant. Either of them has the option to refund instead of repair, which would save them the time and money involved with shipping stuff around. They don't have the option to just say "nah, it's not worth our time".

                There are plenty of monitors at the $150 mark, so it's within range of what you would expect to pay for a monitor of that type. You would also be hard pressed to find many people who would agree that a standard monitor, bought at a standard price, would only be expected to last a year. Most consumer electronics would be expected to last around 3-5 years minimum.

          • Roman Sandstorm on 12/05/2021 - 15:01
            +4

            @Topdog: @Topdog: Do not give 'advice' when you clearly do not know what you are talking about.

            The ACCC does not 'side with' anyone. It administers the federal legislative framework for Australian Consumer Law.

            The ACCC does not take consumer complaints regarding products and services. This is up to the individual states' Fair Trading, or Consumer Affairs departments.

            OP, any reasonable person would expect a new monitor (from a quality brand like HP) to last longer than 14 months. If your local Officeworks refuses to assist, you have several options. Your state's Fair Trading department will give you the best advice.

            Be prepared to:
            * once again talk to OW saying you have had Fair Trading advice,
            * write a letter of demand to OW, giving them sufficient time to respond,
            * if no satisfactory response, make a complaint through Fair Trading.

            This is only one method, although the simplest and most recommended.

            You can also make a claim through your state's Small Claims Tribunal (or equivalent, eg, ACAT). Again, you will need to thoroughly document your efforts thus far. There may be a small fee involved. And it may take months before hearing.

            You can also write a personal letter of demand. This is more likely to be effective coming from a legal practicioner. Ultimately, you can take your claim to a Magistrates Court.

            These legal remedies are extreme (and in your case, ridiculous.) OW will cave long before.

            There are also non-legalistic methods some people have used to great effect. Writing to the company's head office, in particular the CEO personally, may achieve a desired result. Exposing your issues on social media may also work.

            Unfortunately, even though (or if) 'right' is completely on your side, you will need to make a significant effort yourself to enable that right, if your adversary is intractable. That is just the nature of a capitalistic system. And only though a personal suit would you have to the opportunity to recover costs and time invested, etc.

      • AdosHouse on 12/05/2021 - 14:21
        +1

        Just go to a different store. Easier than dealing with a SM that doesn't know what they are talking about.

  • WookieMonster on 12/05/2021 - 15:03

    I think it is unreasonable for a $150 monitor from a reputable manufacturer to experience a major failure after 14 months, and (assuming that the monitor did not stop working due to abuse or misuse), it is reasonable for you to have the monitor repaired or replaced at no cost to you.

    I’d suggest you give the Officeworks phone number (1300 OFFICE) to see if you can get traction that way. Whilst you are on the phone with them, I’d suggest you also leave feedback with them regarding your experience with the original store manager.

    If that doesn’t work, you can try to reach out to the manufacturer, but I have a feeling that it end up being a circus trying to get the monitor repaired or replaced through them. Generally, the only time I would go through the manufacturer is if it was Apple.

  • obit11 on 12/05/2021 - 19:25

    I used to handle repairs at Officeworks, we'd just send it to the manufacturer as per the usual process and they'd deal with the warranty since they're the ones who provide it. They'd say yeah they'd sort it or no they wouldn't. There was an override in the repair system for stuff outside warranty for Officeworks.

Login or Join to leave a comment
Login Join