Good aftersales experience

c_c™ said :

JC said :

I like the UK system of warranties or in their talk guarantees. Basically the trader is responsible for the item from purchase to the end of guarantee. The options for faulty items are refund, replace or repair. If the trader says repair and the repair takes an inordinate amount of time you can ask for a partial refund.

When I lived there I purchased a water cooler from John Lewis (a big department store) and the thing used to stop working every 6 months or so, so every 6 months for 18 months I would take it back and get a new one no questions asked. The last time I took it back they didn’t sell that model any more so got a full refund.

That’s the same under Australian law, unfortunately some merchants whether through ignorance, or certainly in some cases deliberate dishonesty, tell consumers otherwise.

I had a certain model of kettle with a 2yr warranty, The Goods Guys were very good about taking it back and replacing it on the spot… even the 6th time. Conversely another major retailer had an internal policy of telling customers they could only get their brand new but fault iPods fixed by contacting Apple and that the store had no role.

Interesting I was under the impression in Australia if goods were faulty out of the box then yes the retailer is to replace, but beyond that the warranty was with the manufacturer or importer. But you are right it seems as if the laws changed in 2011, the main change was the words “The retailer who sold you the product or service cannot refuse to help you by sending you to the manufacturer or importer.”

Will put this one in the memory book.

maxblues said :

Woody, it must be the festive spirit (or beer) but, I agree with you.

I like beer 🙂

Woody Mann-Caruso said :

I was completely ignored by not one but TWO separate staff members for several minutes, despite there being no other customers at the desk

*gasp* Two? I mean, TWO? That’s TWO HUNDRED PERCENT OF ONE!

But let’s be clear here. Were you:

(a) standing directly in front of desk for several minutes, looking expectantly at two people standing immediately behind it who ignored you the whole time; or

(b) wandering around the store, glancing at them occasionally, wondering why they didn’t pick up on your psychic messages that you required assistance before huffing off?

Because if I’m wandering around a store minding my own business, and the staff leave me alone to browse, I consider that good service. If I want help, I’ll ask.

Woody, it must be the festive spirit (or beer) but, I agree with you.

I was completely ignored by not one but TWO separate staff members for several minutes, despite there being no other customers at the desk

*gasp* Two? I mean, TWO? That’s TWO HUNDRED PERCENT OF ONE!

But let’s be clear here. Were you:

(a) standing directly in front of desk for several minutes, looking expectantly at two people standing immediately behind it who ignored you the whole time; or

(b) wandering around the store, glancing at them occasionally, wondering why they didn’t pick up on your psychic messages that you required assistance before huffing off?

Because if I’m wandering around a store minding my own business, and the staff leave me alone to browse, I consider that good service. If I want help, I’ll ask.

JC said :

I like the UK system of warranties or in their talk guarantees. Basically the trader is responsible for the item from purchase to the end of guarantee. The options for faulty items are refund, replace or repair. If the trader says repair and the repair takes an inordinate amount of time you can ask for a partial refund.

When I lived there I purchased a water cooler from John Lewis (a big department store) and the thing used to stop working every 6 months or so, so every 6 months for 18 months I would take it back and get a new one no questions asked. The last time I took it back they didn’t sell that model any more so got a full refund.

That’s the same under Australian law, unfortunately some merchants whether through ignorance, or certainly in some cases deliberate dishonesty, tell consumers otherwise.

I had a certain model of kettle with a 2yr warranty, The Goods Guys were very good about taking it back and replacing it on the spot… even the 6th time. Conversely another major retailer had an internal policy of telling customers they could only get their brand new but fault iPods fixed by contacting Apple and that the store had no role.

I like the UK system of warranties or in their talk guarantees. Basically the trader is responsible for the item from purchase to the end of guarantee. The options for faulty items are refund, replace or repair. If the trader says repair and the repair takes an inordinate amount of time you can ask for a partial refund.

When I lived there I purchased a water cooler from John Lewis (a big department store) and the thing used to stop working every 6 months or so, so every 6 months for 18 months I would take it back and get a new one no questions asked. The last time I took it back they didn’t sell that model any more so got a full refund.

PS a warranty in their talk is a purchased warranty, a bit like our extended warranties.

miz said :

I received terrible service from the Tuggers BCF a year or two ago – trying to get something for my son, an avid fishing nut, for Christmas. It was obvious that they thought I was not their ‘target market’, as I was completely ignored by not one but TWO separate staff members for several minutes, despite there being no other customers at the desk. I was disgusted at being left just standing there, and will never, ever return to that store.

This is the case in most canberra shops.

Did you ever think to ask them?

I received terrible service from the Tuggers BCF a year or two ago – trying to get something for my son, an avid fishing nut, for Christmas. It was obvious that they thought I was not their ‘target market’, as I was completely ignored by not one but TWO separate staff members for several minutes, despite there being no other customers at the desk. I was disgusted at being left just standing there, and will never, ever return to that store.

Woody Mann-Caruso said :

Bought a tent from BCF last year. Tent pole snapped after two uses. Went in and they replaced it on the spot.

Having spent a good deal of time working in retail, if someone came to me with the “replace it” attitude you described I wouldn’t be inclined to offer my full assistance.

Having spent a good deal of time working in retail, perhaps you should make a resolution for the new year to set aside five minutes to read the Australian Consumer Law so you know how to do your f*cking job.

Yes, yes indeed.

Ex Warrior said :

Very surprising from BCF. I purchased a EPIRB rescue beacon that failed the testing phase on opening. I returned it only to be told we’ll send it back. Hang on I’m going fishing so replace it please, oh looks like you won’t be able to go fishing they replied . Guess who sharnt be returning to BCF. This was a piece of safety equipment to rescue people FFS

I bet if it was still being run by the Jurkiewicz’s they would have replaced it on the spot…