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.

surfisup1000

3921 posts

Uber Geek
+1 received by user: 1290

Topic # 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.

1 | 2 | 3 | 4 | 5 | 6 | 7 | 8

19282 posts

Uber Geek
+1 received by user: 2600
Inactive user

Reply # 914421 13-Oct-2013 19:51

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

AidanS

455 posts

Ultimate Geek
+1 received by user: 139

Reply # 914423 13-Oct-2013 19:52

5 people support this post

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

689 posts

Ultimate Geek
+1 received by user: 68

Trusted

Reply # 914428 13-Oct-2013 19:55

8 people support this post

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

19282 posts

Uber Geek
+1 received by user: 2600
Inactive user

Reply # 914430 13-Oct-2013 19:59

Put yourself in the retailers shoes

jeffnz

2864 posts

Uber Geek
+1 received by user: 684

Trusted

Lifetime subscriber

Reply # 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.

Galaxy S8

Garmin Vivoactive 3

johnr

19282 posts

Uber Geek
+1 received by user: 2600
Inactive user

Reply # 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

3466 posts

Uber Geek
+1 received by user: 512

Reply # 914445 13-Oct-2013 20:38

One person supports this post

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?

michaelmurfy

Mr Snotty
8180 posts

Uber Geek
+1 received by user: 4164

Moderator

Trusted

Lifetime subscriber

Reply # 914450 13-Oct-2013 20:50

One person supports this post

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?

Michael Murphy | https://murfy.nz
A quick guide to picking the right ISP | The Router Guide | Community UniFi Cloud Controller | Ubiquiti Edgerouter Tutorial

rugrat

1458 posts

Uber Geek
+1 received by user: 242

Reply # 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

2864 posts

Uber Geek
+1 received by user: 684

Trusted

Lifetime subscriber

Reply # 914459 13-Oct-2013 21:22

One person supports this post

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.

Galaxy S8

Garmin Vivoactive 3

rugrat

1458 posts

Uber Geek
+1 received by user: 242

Reply # 914460 13-Oct-2013 21:25

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

surfisup1000

3921 posts

Uber Geek
+1 received by user: 1290

Reply # 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

14480 posts

Uber Geek
+1 received by user: 1907

Reply # 914467 13-Oct-2013 21:38

5 people support this post

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

3921 posts

Uber Geek
+1 received by user: 1290

Reply # 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

Master Geek
+1 received by user: 41

Reply # 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

1 | 2 | 3 | 4 | 5 | 6 | 7 | 8