After yet another retail disappointment, I'm feeling let down by my fellow consumers. When did we all decide to roll-over in the face of return and refund policies that deny basic consumer rights?
More and more often we spend good money on faulty goods - and then wait for indeterminate periods, with neither our money nor our goods, whilst they're sent off for repair.
I recall some months ago when we bought a HDD/DVD Recorder from our local (Traralgon) Harvey Norman. When it proved faulty, I returned it - with receipt - to the store for a refund. I was advised that they couldn't refund, and it would need to be sent to the service agent for repair. Sent by me! How's that for after sales service? Worse still, I knew from prior experience that the repair agent, Earl & Becker, were not the type of service-oriented business I cared to deal with - and on this count I was not disappointed in being disappointed. I rang, explained the problem, and was advised that I would need to bring it in, and that it would be 2-4 weeks before they could look at it. Now, given that the unit was only faulty in recording, but still worked fine as a set-top box, I suggested that they might place me in their queue and give me a call to bring the unit in when I reached the top of the list. But no no no. Much too difficult apparently. It would have to sit in their workshop for the 2-4 week gestation.
So, I rang Harvey Norman, and suggested that this was a less than acceptable solution. The sales assistant certainly sympathised with me, but unfortunately Earl & Becker are the service agent for that manufacturer (who I can't recall).
Not to be deterred, I wrote to the manufacturer outlining my concerns with the service agent. They, rather unhelpfully, responded with the number for Earl & Becker, and suggested I contact them if I had a problem with a product.
I felt somewhat frustrated at this point, so, arming myself with suitable information from the Consumer Affairs website, I returned to Harvey Norman and demanded a refund. Upon referral to the superior employee, I made my case and soon after took my refund to The Good Guys and purchased an LG HDD/DVD Recorder.
I'm pleased to say I've not purchased from Harvey Norman since (this having been at least my third unsatisfactory dealing - me being a slow learner and all).
I also responded to the manufacturer, as a courtesy to let them know I had returned their product and now had a trouble-free LG replacement. I didn't hear back.
But, this was all some time ago, and not the cause of my recent disappointment. I beg your indulgence while I recall my contemporary tale of woe.
In September, Suzy purchased a new digital camera (a Canon Powershot) from Dick Smith Electronics in Morwell. This in itself was interesting, as the Traralgon store had the same model, but such an appalling lack of customer service that she couldn't make the purchase locally. At the same time, she purchased an iPod dock for Jesamine's birthday.
When Jesamine received her gift in November, we found that it wouldn't charge her iPod. By this time, the zoom on the camera had also malfunctioned.
I took both of these items - with receipts - to Dick Smith this week and requested a refund. Of course, I'm again presented with an alleged store policy that after 14 days I couldn't be granted a refund and the items would need to be sent away for repair. I asserted my legal right to the allegedly superior employee to - to no avail. Thusly, I returned to work, printed some appropriate fact sheets from the Consumer Affairs website, and took them back to the store. I was successful in getting a refund for the iPod dock, but not for the camera as it was not a "complete unit". A complete unit, I was advised, includes all packaging and manuals. I know this will come as a shock, but I suspect I've thrown away the vitally important cardboard insert.
Why am I continually astounded by the treatment of customers by so many retail outlets?
The strangest part of the tale is, when given the refund for the iPod dock, the lady asked if I'd like to purchase a different model. I couldn't believe my ears! What aspect of the preceding dealing led her to believe I was the sort of satisfied customer who might like to deal with her again? And, I believe I suggested as such.
Any, I've lodged a complaint with Consumer Affairs, and whilst I can't say whether I'll get refund for the camera - I do know another store I won't be revisiting.
