Hi, I came to this forum about a month ago about some advice in purchasing an HP laptop from Dick Smith. The discussions can be found here:
I received some pretty useful advice and I decided to purchase the laptop. I used the online and the laptop arrived within 2 days which was extremely efficient I thought. That was about all the joy I had with this purchase, however..
After using the laptop for about 3-4 days, I noticed that the sound coming off the speakers were a bit weird, the speakers sounded 'broken' when a high pitch sound was played. I havn't done anything to the speakers at all so i thought there must be some problems with the speakers themselves. I wasn't happy with this at all and decided to contact Dick Smith for a refund via the 'change of mind' policy. I sent the laptop back and Dick Smith inspected it.
They said that "the speaker units have been over driven at high volume causing permanent damage". They said that they can't refund the money as the unit needs repairing, moreover, this problem is not covered by the warranty. I thought man I'm in deep trouble, what do I do. After several emails, Dick Smith would constantly refuse to take back the laptop and refund. I felt quite bad at this point until it occurred to me that I havn't done anything wrong except to use the computer as anybody would. There are no warning signs on the speakers and anyone could have cause the same damage by using the computers normally.
I contacted back Dick Smith, explaining to them this line of logic as well as quoting the Consumers Guarantees Act and telling them that they are responsible and not HP. I was quite firm and aggressive with them at this point as you can imagine, I was getting pretty angry!
I waited 1 more week for HP's inspection and they told me that the problem is in fact covered by the warranty and that I can get the refund. So, after telling me that the problem was not covered by the warranty, that I cannot get the refund, they are now saying the opposite.
Anyone reading please be aware of the following which I have learnt from my purchase:
1. Most shops have a 'change of mind' policy which means that you can return goods for whatever reason within 1 week.
2. The Consumers Guarantees Act makes retailers liable for anything they sell, you do not have to take it up with the manufacturers.
3. Use common sense, if the damage can be cause by anyone, it is probably the case that the item is not fit for use and therefore you should not be liable.
4. Be persistent with these big corporations. You are covered by the law! You have the power!
Hope this helps anyone wanting to purchase electronic goods in the future.