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

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surfisup1000

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#132221 13-Oct-2013 19:44

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!!!

Anyway, luckily still had the packaging, although it was a major hassle as she lives in the country and knows little about computer stuff and I was only around for a couple of days to help out.

I've never come across such a policy before. Maybe OK if they were restocking the goods perhaps, but for a faulty unit? I've returned faulty goods to Harvey Norman/Noel leeming before without the packaging and they were fine.

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#914421 13-Oct-2013 19:51

Why you would take it back 1 day after purchase without the packaging is beyond me

AidanS

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#914423 13-Oct-2013 19:52

Under the consumers' guarantees act the method that a faulty item is "corrected" is up to them as long as it is reasonable. So a repair/sending it off to the service center is acceptable.

Personally I would never shop at DSE ;)

-Aidan

sidders80

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#914428 13-Oct-2013 19:55

most of the retailers if not all expect you to bring the original packaging in this case so I am trying to see whats the issue here. They will send the whole lot back to the manufacturer in the same way as they got them so I don't think dick smith is doing anything wrong.

Sid

johnr

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#914430 13-Oct-2013 19:59

Put yourself in the retailers shoes

jeffnz

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#914433 13-Oct-2013 20:22

I'm a bit lost here and agree with sidders and John as I don't know what the real issue is apart from the inconvenience of having to get the packaging it came in, they did nothing wrong.

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johnr

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#914435 13-Oct-2013 20:29

AidanS: Under the consumers' guarantees act the method that a faulty item is "corrected" is up to them as long as it is reasonable. So a repair/sending it off to the service center is acceptable.

Personally I would never shop at DSE ;)

-Aidan

If it's a ' Out of box failure ' I would expect the retailer to replace it on the spot but you should take back everything including the packaging and receipt

Dunnersfella

4086 posts

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#914445 13-Oct-2013 20:38

Why a refund? Why not a replacement?
That would have been considered an out of box failure, surely they'd have just given you a brand new unit on the spot? Maybe remove it from the box, then use that to send to the supplier?

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michaelmurfy

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#914450 13-Oct-2013 20:50

They can issue you with a replacement, or send it off for repair. They don't have to give you a refund on something they can't resell.

If you sold this printer to somebody and they returned it with a fault and demanded their money back, do you think you'd send it to the repair agent for a repair or take the printer and bin it since you can't resell it taking a loss in the process?

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rugrat

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#914458 13-Oct-2013 21:19

I had a sonic tooth flosser fail after 3 months, got from fly buys noel leemings.

it was fully charged and wouldn't work, just wouldn't squirt the water out. No way I would have packaging for this if it was required.

Noel Leemings were really good and just took a new one off shop floor, took it out of packaging and gave me the main unit from that.

I realise in this case the printer was only one day old, but would be not happy if DSE demands orignal packaging on faulty goods.

What about bubble wrap stuff, the packaging is designed that you have to destroy it, to get it out.

Sorry, disagree with others and not impressed with DSE if this how they handle faulty goods. If is case I will steer clear of them.

Edit: were you requesting refund, and not replacement - that's different situation.

jeffnz

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#914459 13-Oct-2013 21:22

rugrat: I had a sonic tooth flosser fail after 3 months, got from fly buys noel leemings.

it was fully charged and wouldn't work, just wouldn't squirt the water out. No way I would have packaging for this if it was required.

Noel Leemings were really good and just took a new one off shop floor, took it out of packaging and gave me the main unit from that.

I realise in this case the printer was only one day old, but would be not happy if DSE demands orignal packaging on faulty goods.

What about bubble wrap stuff, the packaging is designed that you have to destroy it, to get it out.

Sorry, disagree with others and not impressed with DSE if this how they handle faulty goods. If is case I will steer clear of them.

ummm you got a replacement the op wanted a refund, slightly different. Maybe you aren't impressed but I'm pretty sure they have not broken any law.

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rugrat

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#914460 13-Oct-2013 21:25

Yep, if op wouldn't take replacement, that's different.

surfisup1000

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#914463 13-Oct-2013 21:30

Dunnersfella: Why a refund? Why not a replacement?
That would have been considered an out of box failure, surely they'd have just given you a brand new unit on the spot? Maybe remove it from the box, then use that to send to the supplier?

We wanted a replacement, but, they didn't have any others in stock.

I just don't understand why it should be necessary to supply the original box. LIke I said, I've had the same types of issues with Noel Leeming and Harvey Norman and they never required it.

The first thing I usually do after buying something, is bin the packaging.

mattwnz

20155 posts

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#914467 13-Oct-2013 21:38

surfisup1000:
Dunnersfella: Why a refund? Why not a replacement?
That would have been considered an out of box failure, surely they'd have just given you a brand new unit on the spot? Maybe remove it from the box, then use that to send to the supplier?

We wanted a replacement, but, they didn't have any others in stock.

I just don't understand why it should be necessary to supply the original box. LIke I said, I've had the same types of issues with Noel Leeming and Harvey Norman and they never required it.

The first thing I usually do after buying something, is bin the packaging.

I wait a week in case.

surfisup1000

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#914468 13-Oct-2013 21:38

AidanS: Under the consumers' guarantees act the method that a faulty item is "corrected" is up to them as long as it is reasonable. So a repair/sending it off to the service center is acceptable.

Personally I would never shop at DSE ;)

-Aidan

Perhaps, but, they are also by law expected to cover consequential losses, such as covering the cost of hiring of a new printer until the faulty one is fixed. And, they would never agree to that so the only real option that complies 100% with the law is a refund / replacement (there were no replacements).

And, i agree about never shopping at DSE -- mum didn't ask me first :)

It did get sorted in the end, but I still don't agree with everyone else that you should have to return the packaging for faulty goods.

Ouranos

118 posts

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#914469 13-Oct-2013 21:39

According to the Ministry of Consumer Affairs:
"Can the trader reduce my refund because I cannot return the goods in their original packaging?
No. The Act entitles you to a refund of the amount you paid. In our view it is reasonable that packaging might be broken or thrown away before a fault is discovered."
Source: Page 28 of https://www.consumeraffairs.govt.nz/pdf-library/publications/Your-Consumer-Rights--Goods.pdf

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