Dick Smith won't issue refund for faulty 'new' goods without original packaging.

Forums › Off topic › Dick Smith won't issue refund for faulty 'new' goods without original packaging.

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#914585 14-Oct-2013 09:46

KiwiNZ:
Klipspringer:
KiwiNZ:

That can be established with out the packaging. A policy cannot supersede statutory rights.

If the shop has to send it on to somewhere else then surely the supplier has the right to ask for the original packaging.
How is the shop going to send it off without packaging?

errr bubble wrap and boxes, something my support teams would do daily.

which the shops supplier can claim was not wrapped properly and was damaged in transit.

It depends on the item itself. If in this case its a Printer, Epson for example will insist on the original packaging for returned goods.

To make a Warranty claim, you must:

You must first call Epson New Zealand's Contact Centre on 0800 237766;
Return the Product (if warranty service is required) in its original packaging (or suitable alternative) to a Service Agent, as discussed with the Contact Centre; and
Provide a copy of your purchase receipt, to show that this Warranty applies to your Product at the date of your claim.

Why should the shop supply packaging which was handed over to the customer?

Many suppliers have different terms. Some will accept itens without the original packaging, others won't.

andrewNZ

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#914587 14-Oct-2013 09:47

KiwiNZ:
andrewNZ:
KiwiNZ: if it is a substantial fault then you are entitled to a refund under the Act. The act does not prescribe conditions concerning packaging.

surfisup1000:
Inphinity:
"By law" they met their obligations by providing an offer of repair.

I don't agree -- under the CGA, for serious faults, they must offer a refund. Repair is not an option they can force on you. I'd think this is even more the case given the product is faulty out of the box.

From consumer magazine...

"If the fault is serious When the fault is serious, cannot be repaired or causes a safety risk then the consumer has the choice to:

get their money back
get a replacement
keep the goods but get some of their money back in compensation.
"

Whether it is a substantial/serious fault or not, can only be established by having it looked at, "won't print" is a symptom not a fault. As has been said, it could easily be due to user error or improper setup, like as not removing all the weird little packing clips and holders, or plugging the USB lead into the Ethernet port (I've seen that one a few times).

Until the actual fault has been established, it's a basic return and requires packaging.

That can be established with out the packaging. A policy cannot supersede statutory rights.

In this particular instance, the product in question was going to be swapped, but as there was no stock, the customer wanted an refund (reasonable IMO). For either option packaging is required (packaging from a replacement would do).
Without packaging, the customer would have to wait for the fault to be established before a refund was possible. And we then have to question who bears the cost of the packaging for the product to be sent for assessment if it is indeed customer error. A small cost, but a cost all the same.

The retailer has statutory rights too.

MikeB4

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#914602 14-Oct-2013 10:06

Klipspringer:
KiwiNZ:
Klipspringer:
KiwiNZ:

That can be established with out the packaging. A policy cannot supersede statutory rights.

If the shop has to send it on to somewhere else then surely the supplier has the right to ask for the original packaging.
How is the shop going to send it off without packaging?

errr bubble wrap and boxes, something my support teams would do daily.

which the shops supplier can claim was not wrapped properly and was damaged in transit.

It depends on the item itself. If in this case its a Printer, Epson for example will insist on the original packaging for returned goods.

To make a Warranty claim, you must:

You must first call Epson New Zealand's Contact Centre on 0800 237766;
Return the Product (if warranty service is required) in its original packaging (or suitable alternative) to a Service Agent, as discussed with the Contact Centre; and
Provide a copy of your purchase receipt, to show that this Warranty applies to your Product at the date of your claim.
Why should the shop supply packaging which was handed over to the customer?

Many suppliers have different terms. Some will accept itens without the original packaging, others won't.

Companies can write what the like in their policies, the Statutory rights take precedent.

Here is a crazy notion, lets give peace a chance.

Goosey

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#914606 14-Oct-2013 10:16

Companies can write what the like in their policies, the Statutory rights take precedent.

yep and its these policys that get them to get the sheep to move and do what they say...... it shapes how they want to operate and the customer benefits by knowing how the company wants to operate. Of course the statutory rights override and its up to the customer to point this out.

Bung

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#914638 14-Oct-2013 10:54

Klipspringer:
It depends on the item itself. If in this case its a Printer, Epson for example will insist on the original packaging for returned goods.

From your link "(or suitable alternative)" which is just being reasonable. Larger items that get delivered are usually unboxed and the packaging taken away.

I bought a Canon printer from DSE that was DOA. There was a part missing, obviously never soldered to the circuit board. There was no argument about repair from the shop and they swapped it.

With items that do go away for repair I have had trouble with DSE sitting on them and blaming the supplier for delays so watch for that.

AidanS

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#914668 14-Oct-2013 11:07

Bung:
Klipspringer:
It depends on the item itself. If in this case its a Printer, Epson for example will insist on the original packaging for returned goods.

From your link "(or suitable alternative)" which is just being reasonable. Larger items that get delivered are usually unboxed and the packaging taken away.

I bought a Canon printer from DSE that was DOA. There was a part missing, obviously never soldered to the circuit board. There was no argument about repair from the shop and they swapped it.

With items that do go away for repair I have had trouble with DSE sitting on them and blaming the supplier for delays so watch for that.

I had a Hi-Fi system get sent for "repair". Called them every week for an update, 2 1/2 months later they just replaced it with a different model (my model was no longer in stock). Pretty tedious experience.

-Aidan.

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insane

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#914710 14-Oct-2013 11:56

I worked at DSE for three years (many years ago), we happily did exchanges for faulty items within the first month, and full refunds no questions within 7-ish days with full packaging.

If no packaging or some parts were missing during an exchange, we just switched the parts they needed.

Never had any problem sending said parts back to HO/Service, and our customers always commented on how much easier it was to deal with us vs HN, NL, B&B etc.

Perhaps things have changed now that there is no NZ Head Office

geek4me

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#914729 14-Oct-2013 12:20

surfisup1000: Mum bought printer from DSE which turned out to be faulty.

Returned it the next day, but DSE won't give a refund without the original packaging. DSE wanted to send it to the service center.

For a brand new, unused printer!!!

What Make and Model Printer was it? Perhaps it's one we should avoid buying? I hang on to packaging for a few days in case an item is DOA like yours.

surfisup1000

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#914733 14-Oct-2013 12:23

geek4me:
surfisup1000: Mum bought printer from DSE which turned out to be faulty.

Returned it the next day, but DSE won't give a refund without the original packaging. DSE wanted to send it to the service center.

For a brand new, unused printer!!!

What Make and Model Printer was it? Perhaps it's one we should avoid buying? I hang on to packaging for a few days in case an item is DOA like yours.

It was epson , can't recall model (XP somthing), it was under $200 .

Personally, I think epson are a good brand . Sometimes stuff fails though.

Although, I did a little research on this, and, there were a lot of posts of people having the same issue where the black ink would not print.

Yes, keep the packaging :)

rayonline

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#914735 14-Oct-2013 12:24

The no questions refunds is gone now afaik. It used to be 14 days one time didn't it. They now test it and if no problem they won't refund. IME. They might swap for something else in the store though. One time we bought it and it didn't function the way we wanted it but that was by design like how a LCD TV via HDMI cropped the sides (laptop) out but it was fine with a gaming console we were given vouchers instead that expired a year later.

Even in those days, yeah .. HN when asked said they don't do refunds at all. I one time was not sure if it was my ISP or lines or my router but they said theyw will send it away to check when returned by the customer but if no fault it will be returned back to the customer. Which is pretty much the standard process from other stores here. Even some stores like Ascent which has a great reputation, they may give a refund but there is a significant restocking fee.

Kyanar

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#914783 14-Oct-2013 13:41

surfisup1000:
geek4me:
surfisup1000: Mum bought printer from DSE which turned out to be faulty.

Returned it the next day, but DSE won't give a refund without the original packaging. DSE wanted to send it to the service center.

For a brand new, unused printer!!!

What Make and Model Printer was it? Perhaps it's one we should avoid buying? I hang on to packaging for a few days in case an item is DOA like yours.

It was epson , can't recall model (XP somthing), it was under $200 .

Personally, I think epson are a good brand . Sometimes stuff fails though.

Although, I did a little research on this, and, there were a lot of posts of people having the same issue where the black ink would not print.

Yes, keep the packaging :)

Epson? Don't like them - they used to advertise in the paper that you had to buy genuine Epson consumables or you would lose your warranty coverage. A quick complaint to the ASA sorted that out quick smart.

New World

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mattwnz

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#914799 14-Oct-2013 13:54

KiwiNZ:

Companies can write what the like in their policies, the Statutory rights take precedent.

Although they can't mislead consumers on their rights in the statements they make. It is unreasonable to expect consumers to retain packaging for everything they buy.

MikeB4

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#914865 14-Oct-2013 15:49

The return in original packaging is not in their Terms and Conditions for what I can see.

http://www.dicksmith.co.nz/our-returns-policy

Here is a crazy notion, lets give peace a chance.

JimmyH

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#914960 14-Oct-2013 18:43

insane: I worked at DSE for three years (many years ago), we happily did exchanges for faulty items within the first month, and full refunds no questions within 7-ish days with full packaging.

If no packaging or some parts were missing during an exchange, we just switched the parts they needed.

Never had any problem sending said parts back to HO/Service, and our customers always commented on how much easier it was to deal with us vs HN, NL, B&B etc.

Perhaps things have changed now that there is no NZ Head Office

DSE isn't what it used to be. Their returns policy was one of the reasons I used to shop there, and they took a lot of money off me. However, things seemed to change about a year ago, and I know several people who have had real issues with faulty kit and pretty much had to demand the manager - and then explicitly invoke the CGA to get any action. My last involvement with them when something went wrong was also along those lines.

However, not really an issue for me now that they seem to have become an overpriced "Noel Leemings lite" with their hugely shrunken product range. Unless there is a generic item I need and happens to be on special I don't shop there now - largely because they pretty much no longer carry many of the products I am interested in.

macuser

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#914962 14-Oct-2013 18:48

Good experience on my behalf, faulty laptop, took only the laptop didn't even need charging cable

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