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Disappointing store return outcome


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I recently had to return a 2nd pair of Novero Rockaway bluetooth headphones that refused to charge. The 1st set purchased November 2012 also had battery issues and was replaced.

 

The store has got back to me to say the distributor has knocked back the claim since it outside of the 12 month warranty period. I suspect the issue is that the store no longer has an account with the Novero distributors as the store no longer has the brand on their website search function. I did suggest to  the store my contract is with them and not the distributor so it was up to them to look after me but no joy. When did statutory warranties come into place and do you consider being 4 months outside of the manufacturers warranty to be something worth pursuing? I'm pretty disappointed that the store has wiped me considering this was the 2nd pair I paid full retail for. All they have offered was a "street price" on a more expensive pair as replacement. We are not talking sheep stations here but likewise $100+ for headphones worn to and from work each Friday doesn't warrant big $$$. It's the principal that has disappointed me.

 

At this stage I'll hold off naming the store...

 

 

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The way I see it, with the new consumer warranty in mind, you can't expect more than a 12 month warranty on a relatively low cost item such as this.

If it's outside the warranty period of 12 months, then that is what it is. The distributor or retailer have no obligation.

 

If I were the retailer, I would however be offering a damn good price on a higher model in order to keep a customer.
 

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with our consumer laws that have been in force for some years ie since 2011, your retailer has all obligation and your contract of purchase was between you and them. this is precisely so you are not sent pillar to post chasing importer, distributer, manufacturer etc.

 

go to ACCC, can lodge a claim online. and let retailer know your rights as a consumer and what you intend to do.

 

ps the concept of warranty is also old history now, its upto what is seen as fair period.

 

http://www.accc.gov.au/consumers/consumer-rights-guarantees/warranties

 

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

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And I don't expect that more than 12 months would be considered within a fair period for said item. Just my opinion.

 

If it were a $2.5K TV, outside 12 months I would absolutely be pursuing it.
It if were $499 Ferrari - Logic3 headphones, I would be absolutely pursuing it.

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I'm not sure the implied warranty has anything to do with cost. It will be about what is a' reasonable' life for a set of headphones

And that is between you and the store. They can't fob it off to the distributor.

Edited by Sir Sanders Zingmore
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Not trying to be argumentative, and I haven't read the updates since they came out a few years ago now, but I thought price was a big part of the consideration?

 

How long should a $2 yo-yo last? Should it last as long as a $40 yo-yo?

In comparison, how long should a pair of $100 headphones last when the premium end of the consumer head phone market (street/travel style) far exceeds this price point, for example?

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The ACCC is quite clear as to where responsibility lies.... no longer is it acceptable to be fobbed off to manufacturer or importer. As the below says they cannon refuse to help you by sending you to manufacturer or importer.

 

"Approaching the retailer or manufacturer

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.

 

http://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund#repairs

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Not trying to be argumentative, and I haven't read the updates since they came out a few years ago now, but I thought price was a big part of the consideration?

 

How long should a $2 yo-yo last? Should it last as long as a $40 yo-yo?

In comparison, how long should a pair of $100 headphones last when the premium end of the consumer head phone market (street/travel style) far exceeds this price point, for example?

 

the only mention of cost is

 

"What products and services are guaranteed?

Businesses must guarantee products and services they sell, hire or lease for:

  • under $40 000
  • over $40 000 that are normally bought for personal or household use.

Business vehicles and trailers are also covered, irrespective of cost, provided they are used mainly to transport goods.

Businesses must provide these automatic guarantees regardless of any other warranties they give to you or sell you.

If a business fails to deliver any of these guarantees, you have consumer rights for: 

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

 

"Consumer guarantees on products and services

Since 1 January 2011, the following consumer guarantees on products and services apply.

Products must be of acceptable quality, that is:

  • safe, lasting, with no faults
  • look acceptable
  • do all the things someone would normally expect them to do.

Acceptable quality takes into account what would normally be expected for the type of product and cost."

 

so yes not something defined... and it is upto you to challenge or roll over an accept it as fate....

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Not trying to be argumentative, and I haven't read the updates since they came out a few years ago now, but I thought price was a big part of the consideration?

How long should a $2 yo-yo last? Should it last as long as a $40 yo-yo?

In comparison, how long should a pair of $100 headphones last when the premium end of the consumer head phone market (street/travel style) far exceeds this price point, for example?

But these were the premium Bluetooth sports/travel headphones at the time of purchase. There is now a $160-$180 priced model from a different manufacturer that I'd like to replace them with. I use these cycling so may other products may be more expensive but not fit for purpose like these were. I think the average punter would think $120 for a pair of in ear buds was bloody expensive. Edited by blybo
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I agree with Marc here. The item in question is not high end, and I personally think a 12 month warranty was reasonable.

 

Seeing as the OP's item fell outside this time period, I can't lay any blame on the retailer for knocking back the claim.

 

And ME, MYSELF, and I would have accepted at time of purchase that I only had 12 months warranty on a low ticket item. I probably wouldn't have even tried to claim, but that's me. 

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I thought if they replaced something under warranty, the warranty period then restarted from the time of the replacement?

They have said warranty is from the original purchase date. I'll be asking to go up the chain of command tomorrow, including a link to this thread...

In my retail business we look after the customer #1, then go to our supplier for credit, full or otherwise.

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the only mention of cost is

  • safe, lasting, with no faults
  • look acceptable
  • do all the things someone would normally expect them to do.

Acceptable quality takes into account what would normally be expected for the type of product and cost."

 

 

As Marc said cost as far as I can see still matters. It goes to the expectation of quality and durability being relative to the cost of an item.

 

I think it's annoying and it's kind of arbitrary. I took my 5D MkII in for repairs a month outside warranty (at that time it was 12 months not the 24 month warranty Canon now offer) and was half expecting to be knocked back. Would have fought it if that happened though as it's a couple grand worth of camera.

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They have said warranty is from the original purchase date. I'll be asking to go up the chain of command tomorrow, including a link to this thread...

In my retail business we look after the customer #1, then go to our supplier for credit, full or otherwise.

 

If it was 'battery issues' again, I would pursue it.

Some other problem, I think you're out of luck.

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I agree with Marc here. The item in question is not high end, and I personally think a 12 month warranty was reasonable.

Seeing as the OP's item fell outside this time period, I can't lay any blame on the retailer for knocking back the claim.

And ME, MYSELF, and I would have accepted at time of purchase that I only had 12 months warranty on a low ticket item. I probably wouldn't have even tried to claim, but that's me.

Show me a more premium product that met my needs 15 months ago. This was sold as the best of its type, only since then has a better model from a different manufacturer become available.

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If it was 'battery issues' again, I would pursue it.

Some other problem, I think you're out of luck.

I'd call not charging at all as battery issues. The fact they are no longer selling them also suggests it may have been a common issue.

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Show me a more premium product that met my needs 15 months ago. This was sold as the best of its type, only since then has a better model from a different manufacturer become available.

Mate...good luck, but I gave my opinion, thats all. :D

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Interesting topic of discussion, I wonder what your expectations was when you received the replacement headphones? I have always been of the assumption that the warranty period started on the purchase date.

 

I know of only one manufacturer that reset it warranty period when the product was replaced, it was Logitech (I'm not sure if this is still applicable).

 

What is reasonable? I guess we all have different interpretations to this.

 

Good luck in getting an acceptable outcome.

 

PS: I have found bugging certain manufacturers/retailers on FB seems to have influenced outcomes. At least I have been told anectodably.

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Mate...good luck, but I gave my opinion, thats all. :D

As I also said it's not sheep stations we're playing for here, but considering I've gone through 2 pairs, both with similar failures you would at least expect the retailer to at least try and help, not just give a token discount on a new and more expensive pair that most people could probably negotiate anyway.

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I'd call not charging at all as battery issues. The fact they are no longer selling them also suggests it may have been a common issue.

 

If you have the documentation, I can't see how they can refuse (That is if it is less than 12 months since the last repair of the same fault)

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obviously the ACCC completely wastes their time posting the consumer laws on their website as no one bothers to read them...let alone the retailers that need to abide by them ! *blink*

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I'm sorry guys, but IMO a pair of headphones should last more than a year with normal use. It's disgraceful that we have come to expect that a consumer product should have a useful life of less than 12 months.

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