01.The warranty run-around
On 1 January 2011, a new national Australian Consumer Law regime came into effect. Please see our article or go to http://www.accc.gov.au/consumerrights for information on these changes.
In the last two years more than 8.5 million Australians — half the population over 16 — experienced one or more problems with a whitegood, electronic good or mobile phone, according to a report commissioned by
Australia’s Fair Trading agencies.
Consumers report incurring extensive costs and wasting hours of time when they are given the ‘run-around’ by retailers. A recent report estimated these costs to consumers amount to $4.3 billion per annum.
Consumers take faulty products back for repair more often than not. And about half the time they are satisfied with the outcome because they got what they wanted (usually repairs or a replacement). But more than a third of the time they got nothing at all!
We don’t think that’s good enough. That’s why we have launched our Fair Warranty campaign for retailers to take consumers' warranty rights seriously.
Consumers overwhelmingly prefer to take faulty goods back to the shop they bought it from. And those retailers have a legal obligation to fix or replace the goods, or give a full refund. We’re calling on all major retailers to sign up to our Fair Warranty Charter as a sign of their commitment to honoring consumers' legal rights.
As well as joining our campaign, there’s lots here to help you sort your warranty rights from warranty wrongs.