Sony WH-1000XM4 Warranty Issues Rejected at Officeworks

razgrizhan on 05/09/2022 - 20:10
Last edited 05/09/2022 - 20:20 by 1 other user

Hi everyone, normally I'm just a silent reader here. I want to ask for advice.

I bought Sony Headset WH-1000XM4 at Officeworks on January 2021. I normally used it just about 1-1.5 hours per use, no issue. Until recently due to my work requiring using the headset for longer time like 2-3 hours, I notice after prolonged use on the left side of the earcup where the sensors are, there is like static/wind/crackling noise similar like in this video

It annoyed me and it keep crackling until I have to turn it for like 2-3 hours later to be normal again. It keeps happening when I use the headset for long use time, like minimum 2-3hours use it showing again the annoying sound. Another issue is the auto shutdown system is not working anymore so I have to turn off the power button. I Google search those issues, many people has similar problem so it definitely manufacturer defect right?

Now about the warranty today, I went to Officeworks, I was hoping they can replace or at least service my headset. The manager there straight away rejected my warranty claim explaining that I am out of warranty since it's more than 12 months? He argued since I am not buying their premium extra warranty cover, my warranty is only for 12 months (I used the headset 1 year 8 months)

I thought premium headset like Sony XM4 has 2 years warranty? It is expensive headset not like cheap one. Can I complain to ACCC about this issue? Anyone has similar experiences? Any advice what should I do?

Thanks

Electrical & Electronics Active Noise Cancelling Headphones Headphones Sony Wireless Headphones

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Comments

    • razgrizhan on 05/09/2022 - 20:43
      +1

      this is premium headset we are talking about not the under $100 headset, i wont bother for warranty

    • Make it so on 05/09/2022 - 20:48
      +3

      Statutory warranty.

      • razgrizhan on 05/09/2022 - 20:54
        +1

        what it means?

        • Make it so on 05/09/2022 - 22:56
          +4

          It means how long a device should reasonably be expected to last as a minimum is how long it should be supported by the manufacturer, according to Australian law.

          If your tv dies in two years, they need to fix it, because nobody buys a TV with the expectation that it lasts them two years. Probably same for a $400 headphone.

    • Amaris on 05/09/2022 - 21:00
      +8

      Why would you 'think' there would be a 2 year warranty in the first place

      Probably because it's reasonable to think (such as expensive pair of) headphones would last at least 2 years and therefore be covered by consumer guarantees which the retailer is obliged to assist in obtaining?

      • razgrizhan on 05/09/2022 - 21:27

        yes thats my point

    • GrueHunter on 05/09/2022 - 22:09
      +1

      Why would you 'think' there's no such thing as statutory warranty rights?

      It's 'only' in 'legislation'

      • EightImmortals on 06/09/2022 - 08:36

        Because it's a bit too ambiguous in it's description, I mean what is a 'reasonable' lifespan for a product that cost $X?

        Don't get me wrong, it's a good idea and maybe it would push manufacturers away from 'built in obsolescence' (Or stop them selling their products in Australia?) but I suspect any success in that area would rely on the luck of the day or how the retailer responds to threats of 'ACCC'.

        I hope the OP reports back on how they went so we call be more enlightened about it.

        • GrueHunter on 08/09/2022 - 12:19

          Just so I'm clear here - you think something that's already Australian law might be a good idea?

  • CyberMurning on 05/09/2022 - 20:36
    +8

    Australian customer law is above manufacturer law, and i think we are very fortunate that government said 2 years is the reasonable warranty period we can get. Maybe someone else can confirm?

    • razgrizhan on 05/09/2022 - 20:42
      +1

      thats what i thought

    • Jimothy Wongingtons on 05/09/2022 - 20:43

      It’s pretty grey area when it comes to what’s defined as reasonable lifetime vs money paid.

      • razgrizhan on 05/09/2022 - 20:53
        +3

        yeah for under $100 headset i am okay with 1 year warranty but for $300-400 headset 2 years tbf

  • SF3 on 05/09/2022 - 20:38
    +3

    WH-XM4s are well known to have the problem your described, maybe try Sony to see what they say.

    • razgrizhan on 05/09/2022 - 20:41

      Ok i will try to thanks for the advice

  • Meconium on 05/09/2022 - 20:58
    +2

    Sorry to hear. I got some XM4s recently and there are some feedback noises, usually when someone says an F sound in a word I get a little pop in my right ear. Definitely poor quality control for an expensive headset. I got the recent deal on seconds, so surely no hope I’ll get refunded but I hope you do.

    Australian Consumer Law isn’t a blanket two years like people claim, by the way. Our law is based on “reasonable expectations”. If you paid a lot of money and the product didn’t meet a reasonable person’s view of quality performance for a reasonable amount of time, you should be entitled to a refund from the manufacturer (Sony, not Officeworks, to be clear). Who decides what is reasonable is up to the ACCC, so if you have the time to fight Sony for a refund, that option is open to you.

    Officeworks don’t really have anything to do with the situation given they’ve met what’s expected of them - they just sell the headphones with a warranty decided by them to be reasonable.

    • razgrizhan on 05/09/2022 - 21:09

      so its better taking it to Sony then?

    • stewy on 05/09/2022 - 21:49
      +5

      Officeworks don’t really have anything to do with the situation given they’ve met what’s expected of them - they just sell the headphones with a warranty decided by them to be reasonable.

      This is wrong. ACL requires the business that sold the goods/services to the consumer to provide the remedy to the consumer. It's then up to the business to chase up the manufacturer for compensation.

      Without knowing the exact price the OP paid, I'm guessing it was towards the higher end for consumer grade headphones, so it's certainly not unreasonable to expect them to last longer than 12 months. Officeworks can't just brush it off because Sony arbitrarily set the warranty to 12 months.

      • razgrizhan on 05/09/2022 - 22:38

        i paid it during promo pricematch 335$ now the headphone rrp around$400 ish

  • Saura on 05/09/2022 - 21:07
    +2

    Warranty should be listed on the box or manual?

    • razgrizhan on 05/09/2022 - 21:11

      not on receipt or manual

      • Presence on 06/09/2022 - 07:19

        This is strange.

        I distinctly remember buying a $30 pair of Sony earbuds and returning them after 18 months when they broke. The box clearly said 2 year warranty.

        What a bunch of slimy (profanity).

  • thetrain on 05/09/2022 - 21:18
    +2

    Go back to Officeworks on a different day and ask again. Ask for manager again if required, and be prepared to threaten to take them to the Department of Fair Trading over breach of Australian Consumer Law. Sometimes you have to play hardball, make sure you ask for names of everyone you interact with.

    Info on consumer guarantees under Australian law (in addition to manufacturer warrantees)

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

    • razgrizhan on 05/09/2022 - 21:18

      great suggestion thank you

    • Associatedcitizencold @ Officeworks on 11/09/2022 - 15:48

      I work at officeworks and had a customer file a complaint with the ACCC regarding a phone that was out of warranty (by a few months). In the end they said there's not much officeworks can do as it's out of warranty.

      If you want my tip? Contact Sony and try to get a return authorisation or service number from them. Sometimes managers can be more willing to co-operate once they have that.

  • lost in transit on 05/09/2022 - 21:37
    +2

    I’d be taking it to the ACC if you have no luck at Sony and if you have to, tell them you expect them to last 3 years for that amount of money…

    Goodluck.

    • razgrizhan on 05/09/2022 - 21:38
      +1

      thanks

    • Murkymerv on 06/09/2022 - 07:11
      +1

      We expect a lot of things , reality is far different though ! If it came with one year's warranty how can that be argued?

      • Presence on 06/09/2022 - 07:18
        +2

        If it came with one year's warranty how can that be argued?

        Because it's literally the law.

        • EightImmortals on 06/09/2022 - 08:43
          +1

          So how many years does the law LITERALLY say a pair of $350 headphones can be claimed under warranty?

          • Presence on 06/09/2022 - 10:06

            @EightImmortals: Well thats the murky part. There is no doubt that it CAN be argued though. No reasonable consumer would expect headphones worth several hundred dollars to only last 12 months. Go back into a different Officeworks store and ask the salesman how long they should last - he will almost certainly say longer than 12 months. Officeworks are being slimy (profanity) - if you want to utilise your rights you have to fight for them.

            There is no specific time when the consumer guarantees no longer apply to products. They may apply even after the manufacturer's warranty period has past. The length of the consumer guarantee period depends on a number of factors including:

            how much time has passed since the consumer bought the product
            the type of product
            how a consumer is likely to use the product
            the length of time for which it is reasonable for the product to be used
            the amount of use it could reasonably be expected to tolerate before the failure becomes noticeable.

            https://business.gov.au/products-and-services/fair-trading/a…

            • EightImmortals on 06/09/2022 - 16:44

              @Presence: Thanks.

              FTR I'm not against the OP trying and hope he gets it sorted, 12 months is way too short for a pair of $350 headphones, I just didn't think he would have much luck if they were out of actual warranty. Someone below suggested that item actually had a 3 year warranty anyway, so here's hoping.

  • Quantumcat on 05/09/2022 - 22:44

    Could they be getting sweaty after you use them for a long time? I wore my XM3s in the rain last year and they started making crackling noises. I turned them off as soon as I got home and didn't touch them for a few days to make sure they'd totally dried out before I turned them on again, and they were fine.

    Maybe there's a defect in design where the sweat can get into the electronics. You could try wiping the sides of your face and forehead every half an hour or so and see if the problem recurs or not.

    • razgrizhan on 05/09/2022 - 23:48

      the problem is reoccurs, so many similar problem on google. I used to have xm3 used it for prolonged times no issues

      • mit on 08/09/2022 - 16:07

        Have you tried opening them up? There can be moisture on the inside that isn’t sweat. Have a search on reddit for fixes but I’d also recommend going straight to Sony.

        FWIW I had to return my first Xm4 after it got the static noises after a few months. The 2nd one was fine.

  • Montyjpm on 06/09/2022 - 06:22

    "my work requiring using the headset" - Tell them to provide a separate one for you.

    "I thought premium headset like Sony XM4 has 2 years warranty" - Talk to Sony instead of Officeworks.

  • garetz on 06/09/2022 - 08:05
    +3

    Make a complaint to ACCC, you have good standing to get at least 2 years warranty. I doubt sony will do anything as the statutory warranty falls on the retailer not manufacturer most of the time.

    Try contacting Sony first, ask them if you can replace it based on a common issue this model has. They obviously do not have to do anything but may replace them for customer satisfaction.

    If the above doesn't work, you need to go back to the Officeworks, ask for warranty, when they refuse, read out your statutory warranty rights as you can find most the info here.
    https://www.accc.gov.au/system/files/Warranties%20and%20refu…

    You just need to state you are aware that you have statutory warranty rights provided to you under the Australian consumer guarantee, and you think 12 months is not a reasonable timeframe for the headphones but 24 months is. Then specify what are the results you wish for, which would be a replacement or refund in your case.

    If they refuse again, just reiterate to them that you think they are denying you your statutory rights under Australian consumer law, take that persons information as a representative of Officeworks and make an official complaint to the ACCC.

  • sjj89 on 06/09/2022 - 09:06
    +2

    According to Sony Australia’s warranty page, you have 3 years of cover direct with the manufacturer.
    Sometimes it’s just easier to go direct to manufacturer

    • razgrizhan on 06/09/2022 - 09:26

      ok will try to reach for sony

  • spal on 06/09/2022 - 09:18
    +4

    Another suggestion, don't say that you use it for work. Because, some warrantees specifically have different cover for commercial use. Although, OW is liable under consumer law, based on what @sjj89 said you might have a quicker response from Sony.

    • razgrizhan on 06/09/2022 - 09:27
      +1

      ohh good one for the work thing

  • Ozymandias on 06/09/2022 - 10:13
    +2

    Much of this is just agreeing with previous comments, but any reasonable person would expect the headphones to last longer than a year and almost certainly at least two. You're on solid ground as far as consumer law is concerned (though I'm not a lawyer).
    There's a question here about whether it's a major or minor failure, and that changes what Officeworks/Sony are on the hook for, but I'd be leaning towards it being major. If that's the case, you have the right to ask OW for a repair, replacement, or refund, or just the first two if you're asking Sony. @garetz has the best guide on what to do in this thread, follow their advice.

    • razgrizhan on 06/09/2022 - 23:26

      thanks for the insight mate

  • xdigger on 14/09/2022 - 12:27

    Escalate it and use the ACL in your favour

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