I bought a Eufy robot vacuum cleaner from JB Hi-Fi online, click and collect and now it stopped working, still within 1 year.
Does anyone know if I have to contact Eufy first or just bring the item to any JB Hi-Fi store?
Thanks!
eufy Robot Vac Warranty - Contact JB Hi-Fi or eufy?
macr0hard on 02/01/2022 - 08:20
Last edited 02/01/2022 - 09:54 by 1 other user
Last edited 02/01/2022 - 09:54 by 1 other user
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Jb but maybe less faffing around to go direct
JB, it’s also against consumer law for them to refer you on to the manufacturer without helping.
just bring back to JBHifi, they are usually pretty good. They may give you some crap about "referring for assessment" but don't give them free reign. If it's going to take any longer than a week or two I would be asking for a refund.
I brought it back to JB today and they said it’s gonna take six weeks :(, And no refunds they insisted refunds only within the first three months but mine is about eight months now
Ask to speak to a manager in your best Karen voice and request a refund on the spot.
@meowsers: The retailer isn't obliged to refund though, repair or return is at their discretion is it not?
@buckster: No.
"When you have a major problem with a product, you have the right to ask for your choice of a replacement or refund."
The repair is only for a minor defect.
@meowsers: Where are you quoting from? I’m planning to call them this week and will quote this with the source
@macr0hard: From the ACCC.
https://www.accc.gov.au/about-us/tools-resources/repair-repl…
Fixing the problem might involve a repair, replacement, or refund. If it is a major problem you can choose. This is when the product:
-has a problem that would have stopped someone from buying it if they’d known about it
-is significantly different from the sample or description
-is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
-doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
-it is unsafe.@meowsers: Looks like I’m losing the battle here. Went to JB hi-fi to speak to the store manager and they wouldn’t budge, saying they have the right to send it to the manufacturer for assessment before they decide on a refund or repair and their reasonable time frame for that assessment is four weeks and they have that right according to the accc, Didn’t seem to care much whether the unit had a major problem or not, Guess I’m not being very good at being a Karen lol
@macr0hard: Are you able to wait on that process? Sometimes that may be the best course of action, though you could argue the product is clearly not working, they can look at it themselves but you need something now, I dunno.
I bought something from Big W a couple years ago and it had a clearly visible fault in it when it was turned on. Took it back and demonstrated the fault expecting they'd exchange it immediately but their staff seemed to be trained to send everything back to the manufacturer for assessment. I didn't want to argue with them so that's the way it went.
It sucks because we're supposed to be well within our rights to a refund or replacement without waiting an inordinate amount of time, but I can also understand them having rules like this cos unscrupulous consumers take advantage to get refunds off goods that have nothing wrong with them.
@lint: not like i have another option so have to wait. I think the ACCC should mandate the process so all retailers are like aldi, within the warranty period customers get a refund no questions asked. Now I'm really tempted to get one from aldi online even though there's a $90 difference with delivery fees :)
If it prevents you from using it for its intended purpose or isn't safe it's a major failure.
You wouldn't have reasonably purchased the product given the current issues right?
If they cannot give you a resolution within a reasonable time frame (six weeks without any item got the most part is unreasonable). You can definetly ask for a refund or replacement under consumer law.
I don't have time now to find the article, but i believe someone has already highlighted this.
I fought Sony on consumer law and they repaired my 3.5 year old TV after trying to push back hard stating that warranty is one year.
It can be done, you just need to be pleasant to work with whilst also standing your ground. It you're an actual Karen people are less likely to want to help you or go out of their way.
As long as it's within manufacturer's warranty, there should be no problems taking back to JB. But my experience with them for something covered by consumer law but past manufacturer's paltry 1 year warranty was not good.
They acknowledged that it was a common fault with the product yet still said my options were to pay for repairs or waste time arguing with a manager to get my consumer rights.
I recently took a faulty (Nokia 4.2) phone to JB. The guy very helpfully said it might be better for me to goto Nokia directly as it may take longer for JB to get it fixed. After I politely asked to go through JB, he entered the request in their system and offered a new unit or a full refund!
My item is of course less costly that the eufy, therefore YMMVYeah they initially offered me the full refund and then the guy looked into the system and realised my unit was already eight months old so he said I wouldn’t be eligible for a refund, refund is only within three months of purchase
In terms of store policy, sure.
Legally, nope. Don't let resellers and companies do this to you. Because if they keep getting away with it, it only gets worse.
I'd skip JB and go direct to the retailer
JB will lose it in the system and it'll add weeks to the turn around.
Yes ACCC Blah Blah retailers have to look after the consumer but honestly it's just adding another layer of complication to a process which already can take a while.
You mean the manufacturer? JB is the retailer. Anyway too late now I already took it to JB and they say it’s gonna take six weeks but they recommended me to follow up every week omg
Sorry yep you're right
Manufacturer
I don't have good experience with JB when it comes to warranty claim. Bought a XPS laptop with minor issue which the power button stuck halfway most of the time after being pressed and they refused to swap or offer any remedies. I went straight to Dell instead.
Eufy products seems to be pretty bad quality wise, My floodlight Cam is only 13 months old and after we had heavy rain last week the sensor pissed itself and while assembly of camera and light is full of water(can see water still floating inside housing), I contacted Bing Lee and they refused to help since its more than 12 months and Eufy doesn't seem to be much help as well, I've just sent them another email but not sure if I can do anything else, pretty crap quality if you have to replace their stuff every 12 months.
Followed up 3 times and finally got my refund yesterday, so in total about 10 days waiting. I think it would've happened sooner if I had followed up every day haha, or longer if I had left it without contacting them.
Usually it's the retailer first