Costco Warranty Claim - Retailer or Manufacturer?

Related Stores

Costco Wholesale

• 

  jjjaar on 05/01/2022 - 15:25

  +1

  From https://www.accc.gov.au/consumers/consumer-rights-guarantees…

  The retailer who sold you the product or service cannot refuse to help you by sending you to the manufacturer or importer. You can approach the manufacturer or importer directly, however, you will only be entitled to recover costs from them, which include an amount for reduction in the product’s value and in some cases compensation for damages or loss. You cannot demand a repair, replacement or refund from the manufacturer.

  And this from here https://www.accc.gov.au/consumers/consumer-rights-guarantees…

  You can claim a remedy from the retailer if the products do not meet any one or more of the consumer guarantees, with the exception of availability of spare parts and repair facilities.

  The remedies you can seek from the retailer who sold you the product include a repair, replacement, or refund and in some cases compensation for damages and loss.

  The retailer can’t refuse to help you by sending you to the manufacturer or importer.

  • 

    Katalyze on 05/01/2022 - 15:44

    So what happens when they say no? Do I take a print out of the ACCC clause and show it to them? Or do I insist? Or do I tell them that I'll report them to ACCC? It's easy for the person at Costco to say no. But not sure what I can say to challenge their message.

    • 

      jjjaar on 05/01/2022 - 16:47

      Yes, take it to them and show them. Be polite, but assertive.

      What course of action do you want? It’s important to know this up front. If it’s a repair it probably is easier to go via the manufacturer anyway. If it is a replacement, Costco might not stock it anymore, so that would be difficult. If it is a refund, you will need to persuade Costco that it is a major fault under the ACL and they have to give you a refund, and they can’t just send you to the manufacturer for that.

• 

  iNeed2Pee on 05/01/2022 - 15:28

  Costco should be helping you here. Usually they have a generous returns policy.

  Go back and speak to the manager. (Without being a Karen)

• 

  naruto128 on 05/01/2022 - 16:19

  I tried to claim warranty after my membership expired and the Auburn Costco counter mgr fobbed me off telling me to take it up with the manufacturer. I told him its an ACL obligation and he dared me to report them to NSW Fair Trading. But cant be bothered since the amount is not huge for the stress/effort. Lesson learned. Costco warranty is only as good as a valid membership.

  • 

    salmon123 on 05/01/2022 - 19:03

    Costco warranty is only as good as a valid membership

    Had similar experiences at various costco branches around the world.

    The trick is to renew the membership, return the item and then ask for a refund of the membership. It's long winded, but that's the only way they'll do it.

    Interestingly, costco has guest days where anyone can shop without being a member. I wonder how they handle returns from that day.

    • 

      naruto128 on 06/01/2022 - 11:07

      True, though only worth it for higher cost items as they blacklist if the member cancels membership twice.

      • 

        salmon123 on 06/01/2022 - 14:14

        blacklist if the member cancels membership twice

        Do you have a reference for that? I've never heard of it and have cancelled a membership more than

        • 

          naruto128 on 11/01/2022 - 13:43

          @salmon123: Just what the counter staff told me when I cancelled the first time. Not surprised as I presumed its to prevent abuse by cancelling just before the end of 12 mths and get full refund. Would anyone care to clarify next time they are in Costco?

          • 

            salmon123 on 11/01/2022 - 16:35

            @naruto128:

            Just what the counter staff told me when I cancelled the first time.

            Sounds like someone going off-script. I doubt there's a lifetime limit of 2 memberships. They advertise the refund policy aggressively.

• 

  AndyC1 on 05/01/2022 - 16:25

  -1

  What is the warranty period on the manufactures web site? If you are within this then go back to Costco and as the retailer they have to dean with it.

  If it is outside the warranty period then you should call the NSW Fair Trading with all of the details in front of you and ask what can be done.

• 

  Ughhh on 05/01/2022 - 17:02

  They shouldnt be fobbing you off to the manufacturer.

  In the few times I've been into Costco and observed around, I've found the staff (not all) there act like they work at a Gucci store and all the customers are hungry uncivillised animals.

• 

  Katalyze on 05/01/2022 - 17:59

  +1

  Thanks for the advice guys. I called my Costco, spoke to the service rep who said there'd be no problem with a refund. They told me to just come to the returns desk and they'll issue a refund. I told them that I was concerned about the same woman there fobbing me off so they said the manager had been notified and he'd be there when I come back.

  I got back to the store and notified them that I had spoken to the manager so they called him and he sorted it out. I did notice the woman who refused me previously sneaking off to the background (homer hedge style).

  • 

    foxmulder on 05/01/2022 - 18:55

    +1

    Which store is this? I know Auburn one as someone point out above as well that some of the staffs there tend to have their own opinion about how things work.

• 

  salmon123 on 05/01/2022 - 18:59

  I know Costco has a 90 day return policy

  https://www.costco.com.au/member-care/refunds-and-return/wha…

  It's 90 days for certain electronics and less for other goods mentioned on that website.

  It's unlimited returns for most other things. Something like a suitcase, you should be able to return to costco several years after any manufacturers warranty has expired.

  Yeah, I get that each employee/manager will do whatever they feel like, but easy returns are part of the parcel with costco.