I returned my 7in Samsun with docket for a refund from Big W today, it was purchased just before Christmas.
The back of the tablet and the power point connection started to get really hot when charging, hot enough to make me think it could cause a fire, then it started to take a very long time to charge up, about 2 days and it occasionally wouldn't go into sleep mode therefore it completely emptied the battery.
Anyway, when I purchased the tablet I asked at the Electrical counter, that if there was any problems with the tablet could I bring it back for a refund and I was told yes, not a problem for 12 months, so I traveled the hour to my nearest Big W store to get my refund today. Not so....I was confronted with a young male upstart, so I requested the managers ear to clarify my problem and ended up with an audience of employees all listening in at the returns desk with long explanations regarding the Big W policy. I fell away with embarrassment while trying to point out my dispute and feeling ever so at fault I agreed to leave my tablet with them. I not being a person of confrontation.
It turns out that Big W will not refund on the product but will offer to send it away for assessment and/or repair. I was given a "Returns and Online Returns Policy" that is on display at the 'returns' desk. The Policy states "the repair may be replaced by refurbished goods of the same type rather than being repaired, also refurbished parts may be used to repair the goods"
I am disappointed about the miss information given me about their return policy on the day of purchase, I was told today this policy is not displayed on the Electrical counter. So it's not seen when the purchase occurs and it seems, asking the right question doesn't get the correct answer until the time comes that a refund is requested.
I am really not happy that I may end up with refurbished goods. I think this is all a bit unfair.....I bought the tablet in good faith.
Has anyone had similar refund problems with Big W ?
I asked at K Mart, had I bought the same tablet from them with the same time lapse they would refund (as would Aldi) no question, as the fault is not mine it's a faulty product.
Had my gripe.....feeling better now. H
exa41 said
04:34 PM Mar 2, 2015
Hi Eureka , I don't bye anything from Big W for that reason , guess that's why I like Aldi so much . Not sure if the Accc could help but be worth a try.
Big Gorilla said
04:36 PM Mar 2, 2015
I have purchased mobile phones from K-Mart in the past. At the time I've been told "NO REFUNDS". If I have a problem they will not exchange it or refund, but I must send it to the manufacturer with the purchase receipt. Seems Big W have the same policy, but it should be explained at the time of purchase.
-- Edited by Big Gorilla on Monday 2nd of March 2015 04:37:08 PM
eureka said
05:18 PM Mar 2, 2015
65 and still learning...the hard way. I wont be buying electrical appliances from Big W exa41.
The manager could only think of the 'electrical tooth brush' that wasn't covered with this policy when I asked what products come under the return/repair policy.
And funny that! I returned to the store a few minutes later to get the managers (Ken something) last name and phone number and wouldn't you know, the 4 employees there didn't know this, one girl had to ring thru to him to ask his last name.
There is a Product Exclusion List for mobile phones, It states mobile phones are not included under the 30 day change of mind returns as electrical items are, so you are right there Big Gorrilla, no chance of refund or repair....you buy, you keep....maybe that's because we could have spit on the phone when we used it, I say, make sure you're happy with the phone you choose, that's another lesson learnt.
I was seething, now accepting. H
2foot6 said
05:49 PM Mar 2, 2015
The woollies chain (Woolworths,Big w and Masters )are suffering from a lack of customers and people buying products,hence a large drop in profits.Maybe customer service or lack of it has some thing to do with it.I know in my case ,the lack of service and reduction of brand name goods has seen me not visit a Woollies in over six months..also we now have an Aldi, it opened six months ago, so bring on competition (some thing we have not had in our town before)and those specials.................Peter
-- Edited by 2foot6 on Monday 2nd of March 2015 05:58:10 PM
Cruising Cruze said
06:05 PM Mar 2, 2015
Last time my wife returned a Ebook reader what was broken down after just one year
Just out of warranty time they refused to refund or replace
her first one stopped in warranty time and that time she got a replacement no problem at all
after that disapoinment she got her self a Nexus7 to read her books on and to do other things
maybe a bit more in dollars but it is her No1 gadget now
Cheers John
kiwijims said
07:08 PM Mar 2, 2015
I wonder if anyone has thought to contact and place a complaint with Consumer Affairs ?
there has been a lot of publicity here in the West lately concerning people buying extended warranties, when they were not needed,
It appears there are laws that protect the Consumer even after the normal warrant has expired,
It could be well worth someone's time to do so. if not happy with being fobbed off by smart talking Managers.
K.J.
migra said
07:57 PM Mar 2, 2015
I would not muck around.....take you complaint direct to the DFT in your state ASAP.
You can download an app for your phone from the ACCC website.......consumer rights.
Best of luck.
eureka said
09:39 PM Mar 2, 2015
Thank you all for the support, I have decided to send an enquiry to the ACCC as no matter how I try to talk myself around, it just doesn't sit right with me and it wouldn't hurt to ask would it, might even ease my tormented mind. If it turns out that I am wrong then that's ok, I will swallow hard and accept it.
John, I also bought the Samsun tablet specifically for book reading.
NeilandRaine said
08:09 AM Mar 3, 2015
Pleased to say I have not had a problem with Harvey Norman or Office Works, one was a soup maker the other an E Reader. With office works all I had to do was show them a bank statement with the purchase detail (I lost the receipt ) They didn't have any in stock so gave me a refund. Office works is Westfarmers by the way
Bruce and Bev said
10:25 AM Mar 3, 2015
most retailers who sell computers, TVs, phones and similar have a similar refund policy which is imposed on them by the manufacturer. If the goods are returned faulty within 10 working days, they will replace or refund (unless it is obvious it was mis-used or damaged by the customer. After that, the retailer should be sending the goods back to the manufacturer (or in Australia - their national agent), not you and you will find in the warranty slip with the goods, most say, repair, replace, refund and re-furbished items can be used).
If the retailer takes the goods back after this period, they are carrying the warranty (and cost) themselves. This manufacturers warranty policy does not apply usually to other electrical goods like cookware etc
I disagree with this policy and it has been tested previously by the ACCC with Apple. So give the ACCC a shot.
banjo said
11:24 AM Mar 3, 2015
NeilandRaine wrote:
Pleased to say I have not had a problem with Harvey Norman or Office Works, one was a soup maker the other an E Reader. With office works all I had to do was show them a bank statement with the purchase detail (I lost the receipt ) They didn't have any in stock so gave me a refund. Office works is Westfarmers by the way
Officeworks is part of the Coles Myers Kmart group, Bunnings are part of the Westfarmers group.
Over in the West we only have usual stores no Aldi as yet, but the first is due to open this year, I find Masters a breath of fresh air compared to Bunnings, who have had the market to themselves for far too long.
As to the the opening thread here, good luck with the ACCC , stand by your guns and you will succeed.
Tamey said
11:55 AM Mar 3, 2015
Wesfarmers own the Coles group of companies.
Consumer affairs states that all goods sold have to perform to what is expected of them and it is the sellers responsibility to return the goods to the manufacturer , not the customer.
Agree with previous advice, go straight to your state consumer affairs people
Tamey
I returned my 7in Samsun with docket for a refund from Big W today, it was purchased just before Christmas.
The back of the tablet and the power point connection started to get really hot when charging, hot enough to make me think it could cause a fire, then it started to take a very long time to charge up, about 2 days and it occasionally wouldn't go into sleep mode therefore it completely emptied the battery.
Anyway, when I purchased the tablet I asked at the Electrical counter, that if there was any problems with the tablet could I bring it back for a refund and I was told yes, not a problem for 12 months, so I traveled the hour to my nearest Big W store to get my refund today. Not so....I was confronted with a young male upstart, so I requested the managers ear to clarify my problem and ended up with an audience of employees all listening in at the returns desk with long explanations regarding the Big W policy. I fell away with embarrassment while trying to point out my dispute and feeling ever so at fault I agreed to leave my tablet with them. I not being a person of confrontation.
It turns out that Big W will not refund on the product but will offer to send it away for assessment and/or repair. I was given a "Returns and Online Returns Policy" that is on display at the 'returns' desk. The Policy states "the repair may be replaced by refurbished goods of the same type rather than being repaired, also refurbished parts may be used to repair the goods"
I am disappointed about the miss information given me about their return policy on the day of purchase, I was told today this policy is not displayed on the Electrical counter. So it's not seen when the purchase occurs and it seems, asking the right question doesn't get the correct answer until the time comes that a refund is requested.
I am really not happy that I may end up with refurbished goods. I think this is all a bit unfair.....I bought the tablet in good faith.
Has anyone had similar refund problems with Big W ?
I asked at K Mart, had I bought the same tablet from them with the same time lapse they would refund (as would Aldi) no question, as the fault is not mine it's a faulty product.
Had my gripe.....feeling better now. H
I have purchased mobile phones from K-Mart in the past. At the time I've been told "NO REFUNDS". If I have a problem they will not exchange it or refund, but I must send it to the manufacturer with the purchase receipt. Seems Big W have the same policy, but it should be explained at the time of purchase.
-- Edited by Big Gorilla on Monday 2nd of March 2015 04:37:08 PM
65 and still learning...the hard way. I wont be buying electrical appliances from Big W exa41.
The manager could only think of the 'electrical tooth brush' that wasn't covered with this policy when I asked what products come under the return/repair policy.
And funny that! I returned to the store a few minutes later to get the managers (Ken something) last name and phone number and wouldn't you know, the 4 employees there didn't know this, one girl had to ring thru to him to ask his last name.
There is a Product Exclusion List for mobile phones, It states mobile phones are not included under the 30 day change of mind returns as electrical items are, so you are right there Big Gorrilla, no chance of refund or repair....you buy, you keep....maybe that's because we could have spit on the phone when we used it, I say, make sure you're happy with the phone you choose, that's another lesson learnt.
I was seething, now accepting. H
The woollies chain (Woolworths,Big w and Masters )are suffering from a lack of customers and people buying products,hence a large drop in profits.Maybe customer service or lack of it has some thing to do with it.I know in my case ,the lack of service and reduction of brand name goods has seen me not visit a Woollies in over six months..also we now have an Aldi, it opened six months ago, so bring on competition (some thing we have not had in our town before)and those specials.................Peter
-- Edited by 2foot6 on Monday 2nd of March 2015 05:58:10 PM
Last time my wife returned a Ebook reader what was broken down after just one year
Just out of warranty time they refused to refund or replace
her first one stopped in warranty time and that time she got a replacement no problem at all
after that disapoinment she got her self a Nexus7 to read her books on and to do other things
maybe a bit more in dollars but it is her No1 gadget now
Cheers John
I wonder if anyone has thought to contact and place a complaint with Consumer Affairs ?
there has been a lot of publicity here in the West lately concerning people buying extended warranties, when they were not needed,
It appears there are laws that protect the Consumer even after the normal warrant has expired,
It could be well worth someone's time to do so. if not happy with being fobbed off by smart talking Managers.
K.J.
I would not muck around.....take you complaint direct to the DFT in your state ASAP.
You can download an app for your phone from the ACCC website.......consumer rights.
Best of luck.
Thank you all for the support, I have decided to send an enquiry to the ACCC as no matter how I try to talk myself around, it just doesn't sit right with me and it wouldn't hurt to ask would it, might even ease my tormented mind. If it turns out that I am wrong then that's ok, I will swallow hard and accept it.
John, I also bought the Samsun tablet specifically for book reading.
If the retailer takes the goods back after this period, they are carrying the warranty (and cost) themselves. This manufacturers warranty policy does not apply usually to other electrical goods like cookware etc
I disagree with this policy and it has been tested previously by the ACCC with Apple. So give the ACCC a shot.
Officeworks is part of the Coles Myers Kmart group, Bunnings are part of the Westfarmers group.
Over in the West we only have usual stores no Aldi as yet, but the first is due to open this year, I find Masters a breath of fresh air compared to Bunnings, who have had the market to themselves for far too long.
As to the the opening thread here, good luck with the ACCC , stand by your guns and you will succeed.
Consumer affairs states that all goods sold have to perform to what is expected of them and it is the sellers responsibility to return the goods to the manufacturer , not the customer.
Agree with previous advice, go straight to your state consumer affairs people
Tamey