GuaranteesOnRecord

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Manufacturer warranty

51 established claims - 33 refused by the grounding gate

Documented position23

What the body that runs or defines the thing says in its own documentation.

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The ACCC states that extra promises about what a business will do if something goes wrong with a product or service are known as manufacturer's warranties or warranties against defects.

other
1 quote from 1 source
Extra promises about what a business will do if something goes wrong with a product or service are known as a manufacturer's warranties or warranties against defects.
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The ACCC states that a warranty against defects does not limit or replace the consumer guarantees.

other
1 quote from 1 source
A warranty against defects is provided in addition to the consumer guarantees and does not limit or replace these rights.
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The ACCC states that after a warranty against defects expires the consumer guarantee of acceptable quality usually still applies.

other
1 quote from 1 source
Warranties against defects usually apply for a set amount of time. After the warranty expires, the consumer guarantee of acceptable quality usually still applies.
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The ACCC states that businesses must not mislead consumers into thinking their rights are limited to the remedies or timeframe set out in a warranty against defects.

other
1 quote from 1 source
Businesses must not mislead consumers into thinking that their rights are limited to the remedies or timeframe set out in a warranty against defects.
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The ACCC states that a consumer's basic rights can last longer than a business's warranty.

other
1 quote from 1 source
Warranties can't replace, change or take away a consumer's basic rights. These basic rights can last longer than a business's warranty.
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The ACCC states that businesses must comply with any manufacturer warranties they have provided.

other
1 quote from 1 source
A warranty is a voluntary promise that a person or business makes when selling a product or service. Once the consumer buys the product or service, the warranty becomes a legal right. Businesses must comply with any warranties they have provided.
#

The ACCC states that…

  • the mandatory warranty information must be available with the actual product.
  • referring consumers to a website or in-store notice is not enough to make the mandatory warranty information available with the actual product.
other
1 quote from 1 source
The mandatory information must be available with the actual product. It is not enough to refer consumers to this information on a website or in-store.
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The ACCC states that an extended warranty or care package extends the length of a manufacturer's warranty.

other
2 quotes from 1 source
An extended warranty or care package extends the length of a manufacturer's warranty.
Unlike manufacturer's warranties, which are included in the sale of the product or service, extended warranties are usually sold separately for an extra cost.
#

The ACCC states that businesses must not pressure or mislead consumers into buying an extended warranty.

other
1 quote from 1 source
Businesses must not pressure or mislead consumers to buy an extended warranty.
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The ACCC states that consumers can make a claim for a problem with a product under consumer law regardless of any warranty.

other
1 quote from 1 source
Regardless of any warranty, consumers can make a claim for a problem with a product under consumer law.
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  • The ACCC states, on the subject of manufacturer warranty, that consumer guarantees cannot be taken away.
  • The ACCC states that a manufacturer warranty is an extra promise a business can choose to make on top of consumer guarantees.
other
1 quote from 1 source
Consumer guarantees are automatic and can't be taken away. Warranties are extra promises that a business can choose to make on top of the consumer guarantees.
#

The ACCC states that it is against the law for a business to suggest a consumer must sign an extended warranty to avoid losing their basic rights after a certain date.

other
2 quotes from 1 source
suggesting the consumer must sign an extended warranty to avoid losing these basic rights after a certain date.
It is against the law for businesses to mislead consumers about their rights in these ways.
#

Regarding manufacturer warranty, the ACCC states that the ACCC's guide to consumer guarantees for businesses and legal practitioners reflects the law at a point in time.

other
2 quotes from 1 source
This guide is intended to reflect consumer law at a point in time and does not reflect changes to the Australian Consumer Law which have occurred since initial publication. These changes include:
increases to the maximum civil penalty for providing false or misleading information about the existence, exclusion or effect of the consumer guarantees or remedies.
#

Section 59 of the Australian Consumer Law guarantees that the manufacturer of goods will comply with any express warranty given or made by the manufacturer in relation to the goods.

other
2 quotes from 1 source
59 Guarantee as to express warranties
there is a guarantee that the manufacturer of the goods will comply with any express warranty given or made by the manufacturer in relation to the goods.
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Consumer Affairs Victoria states that a consumer can insist a supplier meets a consumer guarantee even if the goods are covered by additional warranties.

other
1 quote from 1 source
A consumer can also insist a supplier meets a consumer guarantee, even if the goods are covered by additional warranties.
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Consumer Affairs Victoria states that a store generally cannot insist a consumer deal directly with the…

  • manufacturer.
  • manufacturer even where the claim falls under a manufacturer's warranty.
other
1 quote from 1 source
They generally cannot insist the consumer deals directly with the manufacturer, even if the claim falls under a manufacturer's warranty.
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Consumer Affairs Victoria states that a manufacturer cannot always deny a warranty claim because the product was not registered.

other
1 quote from 1 source
However, a manufacturer cannot always deny a claim because the product was not registered.
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Consumer Affairs Victoria states that a consumer may be entitled to a repair, replacement or refund for a defective product regardless of whether the product is still under warranty.

other
2 quotes from 1 source
If a product turns out to be defective, the consumer may be entitled to a repair, replacement or refund (depending on whether the problem is major or cannot be fixed).
This applies regardless of whether the product is still under warranty.
#

Consumer Affairs Victoria states that a warranty against defects must…

  • be in writing.
  • include a statement that rights under the warranty sit alongside the ACL consumer guarantees, which cannot be excluded.
other
2 quotes from 1 source
A warranty against defects must be in writing and:
include a statement that rights under the warranty sit alongside the ACL consumer guarantees, which cannot be excluded.

Measured finding2

Something someone actually measured, with the method attached.

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CHOICE reports that more than seven in ten of the stores in its mystery shop actively misrepresented a consumer's rights to a remedy if their product developed a fault outside the warranty period.

other
1 quote from 1 source
Shockingly, more than seven in 10 (71%) stores in our mystery shop actively misrepresented a consumer's rights to a remedy if their product developed a fault outside the warranty period.
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In CHOICE's mystery shop, the most common way consumer rights were misrepresented was staff stating or implying that the chances of receiving a free remedy after the warranty period were very slim or nonexistent.

other
1 quote from 1 source
The most common way consumer rights were misrepresented was staff stating or implying that the chances of receiving a free remedy after the warranty period were very slim or nonexistent.

Practical effect7

What is observed to happen in practice, as distinct from what is documented.

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The ACCC states that a warranty against defects is provided in addition to the consumer guarantees.

other
1 quote from 1 source
A warranty against defects is provided in addition to the consumer guarantees and does not limit or replace these rights.
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CHOICE reports that JB Hi-Fi is facing a class action alleging its extended warranties were of little or no value because customers already had the same rights for free under the Australian Consumer Law.

other
1 quote from 1 source
UPDATE 14 December, 2023: JB Hi-Fi is currently facing a class action alleging that its extended warranties were of little or no value because customers already had the same rights for free under the Australian Consumer Law.
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  • The Court held that letters offering an extended warranty contained a false or misleading representation.
  • The representation stated that consumers would not be protected against repair costs for their appliance after two years from the date of purchase unless they purchased the extended warranty.
medium confidenceother
1 quote from 1 source
The Court held that the letters contained a false or misleading representation to consumers that they would not be protected against repair costs for their appliance after a period of two years from the date of purchase (being the period of the manufacturer's warranty), unless they purchased the extended warranty.
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The Federal Court ordered Hewlett-Packard to pay a $3 million civil pecuniary penalty for making false or misleading representations to consumers and retailers regarding consumer guarantee rights.

other
1 quote from 1 source
In July 2013, the Federal Court ordered that Hewlett-Packard, a manufacturer and retailer of computer hardware, pay a $3 million civil pecuniary penalty for making false or misleading representations to consumers and retailers regarding consumer guarantee rights.
#

The ACCC records that the Hewlett-Packard representations included that the warranty period for products was limited to a specified express warranty period.

other
2 quotes from 1 source
In July 2013, the Federal Court ordered that Hewlett-Packard, a manufacturer and retailer of computer hardware, pay a $3 million civil pecuniary penalty for making false or misleading representations to consumers and retailers regarding consumer guarantee rights.
the warranty period for products was limited to a specified express warranty period
#

The ACCC records that the Hewlett-Packard representations included that consumers were required to pay for remedies outside the express warranty period.

other
2 quotes from 1 source
In July 2013, the Federal Court ordered that Hewlett-Packard, a manufacturer and retailer of computer hardware, pay a $3 million civil pecuniary penalty for making false or misleading representations to consumers and retailers regarding consumer guarantee rights.
consumers were required to pay for remedies outside the express warranty period

Changed on2

A dated change. This is where advice quietly stops being true.

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The ACCC states that a distinct block of mandatory warranty text applies to services supplied after 9 June 2019.

other
2 quotes from 1 source
Mandatory text for services supplied after 9 June 2019
The mandatory text for the supply of services after 9 June 2019 is:
#

The ACCC states that a distinct block of mandatory warranty text applies to goods and services supplied after 9 June 2019.

other
2 quotes from 1 source
Mandatory text for goods and services supplied after 9 June 2019
The mandatory text for the supply of goods and services after 9 June 2019 is:

Disputed between sources6

Sources that do not agree, presented without picking a winner.

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  • An ACCC spokesperson told CHOICE that businesses engage in problematic conduct when they imply or state that the only relevant consideration for a product fault is found under the terms of the warranty.
  • JB Hi-Fi states on its Extra Care page that the duration of Australian Consumer Law rights is uncertain and lacks the certainty its own plan provides.
medium confidenceother
2 quotes from 2 sources
"Businesses engage in problematic conduct where they either imply or expressly state that the only relevant consideration when dealing with a product fault is found under the terms of the warranty," says an ACCC spokesperson.
However, the exact duration of ACL rights is uncertain and do not provide the certainty that JB Hi-Fi Extra Care provides.
#
  • The ACCC states that the consumer guarantee of acceptable quality usually still applies after a warranty expires.
  • Salespeople at Harvey Norman stores told CHOICE that after the manufacturer's warranty there is nothing the store can do.
other
2 quotes from 2 sources
Warranties against defects usually apply for a set amount of time. After the warranty expires, the consumer guarantee of acceptable quality usually still applies.
We called 26 Harvey Norman stores, 18 of which (69%) misrepresented our consumer rights. Some salespeople told us misleading things including, "After the manufacturer's warranty there's nothing we can do, it's out of our hands."
#

Consumer Affairs Victoria states that…

  • extended warranties are optional.
  • suppliers must not tell a consumer they must pay for rights equivalent to a consumer guarantee.
medium confidenceother
3 quotes from 2 sources
Extended warranties are optional. Suppliers must not: pressure consumers to buy an extended warranty tell a consumer that they must pay for any rights equivalent to a consumer guarantee.
"Under ACL, you have sort of coverage for an extra 12 months. Technically. If it's three or four years, that's where you'd need to purchase an extended warranty."
Just like many JB Hi-Fi staff, many of those at The Good Guys seemed to think the retailer's obligation to consumers ended at the two-year mark. Some of their responses included:

Repeated, with no primary source in reach11

Widely repeated in the field. Within the documents this sweep read, it traces only to other repetitions - which is a fact about our reading as well as about the idea, until each one has been searched for on its own.

#

JB Hi-Fi states on its Extra Care page that the exact duration of Australian Consumer Law rights…

  • is uncertain.
  • does not provide the certainty that JB Hi-Fi Extra Care provides.
other
1 quote from 1 source
However, the exact duration of ACL rights is uncertain and do not provide the certainty that JB Hi-Fi Extra Care provides.
#

BIG W states in its returns policy that a customer wishing to make a claim under a manufacturer's warranty can do so directly with the relevant manufacturer.

other
2 quotes from 1 source
Some products come with an additional manufacturer's warranty as indicated in the documentation provided with the relevant products. Should you wish to make any claim under a manufacturer's warranty, you can do so directly with the relevant manufacturer.
If your purchase was made at a BIG W store, please approach the customer courtesy desk at your local BIG W store to process your product return or exchange.
#

The Good Guys states that a customer's rights under the Australian Consumer Law may extend beyond those time periods.

other
2 quotes from 1 source
sets out the minimum remedies that The Good Guys will provide to you if you buy a faulty product from The Good Guys.
Your rights under the ACL may extend beyond these time periods.
#

Salespeople at Harvey Norman stores told CHOICE's mystery shoppers that after the manufacturer's warranty there is nothing the store can do and it is out of their hands.

other
1 quote from 1 source
We called 26 Harvey Norman stores, 18 of which (69%) misrepresented our consumer rights. Some salespeople told us misleading things including, "After the manufacturer's warranty there's nothing we can do, it's out of our hands."
#

A Good Guys salesperson told CHOICE's mystery shoppers that…

  • the Australian Consumer Law gives roughly an extra 12 months of coverage.
  • an extended warranty would be needed for a fault at three or four years.
other
2 quotes from 1 source
Just like many JB Hi-Fi staff, many of those at The Good Guys seemed to think the retailer's obligation to consumers ended at the two-year mark. Some of their responses included:
"Under ACL, you have sort of coverage for an extra 12 months. Technically. If it's three or four years, that's where you'd need to purchase an extended warranty."
#

Salespeople told CHOICE's mystery shoppers that…

  • whether a remedy would be given after the manufacturer warranty period was decided by an in-store system.
  • nine times out of ten, the in-store system would say the remedy was at the customer's cost after the manufacturer warranty period.
other
2 quotes from 1 source
In many of our calls, we were told our rights to a remedy after the warranty period ended were decided by "the system" at the store.
"Nine times out of 10 [the system] will say, 'Sorry, but it's at your cost'."
#

CHOICE reports that staff were told to say that if a product breaks after two years, past the JB Hi-Fi voluntary warranty period…

  • it would not be covered.
  • no replacement or refund could be given.
other
1 quote from 1 source
she says, "We were just told to say if your product breaks after two years [the JB Hi-Fi voluntary warranty period], it wouldn't be covered. We wouldn't be able to give you a replacement or a refund."

Refused33

Claims the research produced that the grounding gate would not accept, with its reason. They are here because a site that only shows what passed gives you no way to judge whether the gate does anything.

Show what was refused

Regarding manufacturer warranty, the ACCC states that the ACCC's guide to consumer guarantees for businesses and legal practitioners does not reflect later changes.

Refused: The quotes state the guide does not reflect later changes to the Australian Consumer Law but do not tie that statement to manufacturer warranty.

Unsupported: Regarding manufacturer warranty

What it rested on
This guide is intended to reflect consumer law at a point in time and does not reflect changes to the Australian Consumer Law which have occurred since initial publication. These changes include:
increases to the maximum civil penalty for providing false or misleading information about the existence, exclusion or effect of the consumer guarantees or remedies.

Regarding manufacturer warranty, the ACCC states that later changes not reflected in the ACCC's guide to consumer guarantees for businesses and legal practitioners include increases to the maximum civil penalty for providing false or misleading information about the existence, exclusion or effect of the consumer guarantees or remedies.

Refused: The quoted evidence supports the listed penalty change but does not connect the ACCC's statement to manufacturer warranty.

Unsupported: Regarding manufacturer warranty

What it rested on
This guide is intended to reflect consumer law at a point in time and does not reflect changes to the Australian Consumer Law which have occurred since initial publication. These changes include:
increases to the maximum civil penalty for providing false or misleading information about the existence, exclusion or effect of the consumer guarantees or remedies.

Regulation 99 of the Competition and Consumer Regulations 2010 provides that the amendments made by Schedule 2 to the Competition and Consumer Amendment (Australian Consumer Law Review) Regulations 2018 apply to warranties against defects issued on or after the day 12 months after Schedule 2 to the Competition and Consumer Amendment (Australian Consumer Law Review) Regulations 2018 commences.

Refused: The quote states the substantive rule but does not identify it as Regulation 99 of the Competition and Consumer Regulations 2010.

Unsupported: Regulation 99 of the Competition and Consumer Regulations 2010 provides that

What it rested on
The amendments made by Schedule 2 to the Competition and Consumer Amendment (Australian Consumer Law Review) Regulations 2018 apply in relation to warranties against defects issued on or after the day that is 12 months after the day that Schedule commences.

A Good Guys salesperson told CHOICE that an extended warranty would be needed for a fault at three or four years.

Refused: The quotes contain the extended-warranty statement and mention Good Guys staff, but none establishes that a Good Guys salesperson said it to CHOICE.

Unsupported: A Good Guys salesperson told CHOICE

What it rested on
Extended warranties are optional. Suppliers must not: pressure consumers to buy an extended warranty tell a consumer that they must pay for any rights equivalent to a consumer guarantee.
"Under ACL, you have sort of coverage for an extra 12 months. Technically. If it's three or four years, that's where you'd need to purchase an extended warranty."
Just like many JB Hi-Fi staff, many of those at The Good Guys seemed to think the retailer's obligation to consumers ended at the two-year mark. Some of their responses included:

The ACCC states that a manufacturer warranty becomes a legal right once the consumer buys the product or service.

Refused: The quote states a warranty becomes a legal right, but it does not specify a manufacturer warranty.

Unsupported: manufacturer warranty

What it rested on
A warranty is a voluntary promise that a person or business makes when selling a product or service. Once the consumer buys the product or service, the warranty becomes a legal right. Businesses must comply with any warranties they have provided.

The ACCC gives an example involving a manufacturer warranty.

Refused: The quotes mention a warranty and an example, but none states the warranty is a manufacturer warranty.

Unsupported: manufacturer warranty

What it rested on
Example of having rights under consumer guarantees after a warranty is void
If the consumer doesn't do this they can no longer make a claim under the warranty when there's a problem with a product.

In the ACCC's example, a consumer fails to meet the manufacturer warranty's servicing condition.

Refused: The quotes say a warranty can be voided if a consumer does not do something, but they do not specify that the failure is a manufacturer warranty's servicing condition.

Unsupported: servicing condition

What it rested on
Example of having rights under consumer guarantees after a warranty is void
If the consumer doesn't do this they can no longer make a claim under the warranty when there's a problem with a product.

In the ACCC's example, the consumer can no longer claim under the manufacturer warranty.

Refused: The quotes say the consumer can no longer claim under 'the warranty' but do not specify it is a manufacturer warranty.

Unsupported: manufacturer warranty

What it rested on
Example of having rights under consumer guarantees after a warranty is void
If the consumer doesn't do this they can no longer make a claim under the warranty when there's a problem with a product.

In the ACCC's example about a manufacturer warranty, the consumer still holds their consumer guarantee rights.

Refused: The quotes support consumer guarantees after a warranty is void, but do not state the example concerns a manufacturer warranty.

Unsupported: manufacturer warranty

What it rested on
Example of having rights under consumer guarantees after a warranty is void
If the consumer doesn't do this they can no longer make a claim under the warranty when there's a problem with a product.

The ACCC states that an extended warranty or care package is usually sold separately for an extra cost.

Refused: The quotes state extended warranties are usually sold separately, but do not say care packages are sold separately.

Unsupported: or care package

What it rested on
An extended warranty or care package extends the length of a manufacturer's warranty.
Unlike manufacturer's warranties, which are included in the sale of the product or service, extended warranties are usually sold separately for an extra cost.

The ACCC states, on the subject of manufacturer warranty, that consumer guarantees are automatic.

Refused: The quote states consumer guarantees are automatic but does not specify manufacturer warranty, only warranties in general.

Unsupported: on the subject of manufacturer warranty

What it rested on
Consumer guarantees are automatic and can't be taken away. Warranties are extra promises that a business can choose to make on top of the consumer guarantees.

Regulation 90 of the Competition and Consumer Regulations 2010 prescribes the exact text a warranty against defects must include for the supply of goods only.

Refused: The quote provides prescribed text but does not identify it as Regulation 90 of the Competition and Consumer Regulations 2010 or as for goods only.

Unsupported: Regulation 90 of the Competition and Consumer Regulations 2010

What it rested on
For the purposes of subparagraph (1)(c)(i), the text is 'Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure'.

Regulation 90 of the Competition and Consumer Regulations 2010 requires a warranty against defects to be in a document that is transparent.

Refused: The quotes support the transparency requirement under heading 90 but do not name the Competition and Consumer Regulations 2010.

Unsupported: Competition and Consumer Regulations 2010

What it rested on
90 Requirements for warranties against defects
a warranty against defects must be in a document that is transparent

Regulation 90 of the Competition and Consumer Regulations 2010 requires a warranty against defects to state the period or periods within which a defect must appear for the consumer to be entitled to claim.

Refused: The quote states the warranty requirement but does not identify it as Regulation 90 of the Competition and Consumer Regulations 2010.

Unsupported: Regulation 90 of the Competition and Consumer Regulations 2010

What it rested on
a warranty against defects must state the period or periods within which a defect in the goods or services to which the warranty relates must appear if the consumer is to be entitled to claim the warranty

Regulation 90 of the Competition and Consumer Regulations 2010 requires a warranty against defects to prominently state the name, business address, telephone number and email address of the person who gives the warranty.

Refused: The quote states the warranty requirement but does not identify it as Regulation 90 of the Competition and Consumer Regulations 2010.

Unsupported: Regulation 90 of the Competition and Consumer Regulations 2010

What it rested on
a warranty against defects must prominently state the following information about the person who gives the warranty; (i) the person's name; (ii) the person's business address; (iii) the person's telephone number; (iv) the person's email address (if any);

Section 102(3) of the Australian Consumer Law defines a warranty against defects as a representation communicated to a consumer in connection with the supply of goods or services, at or about the time of supply.

Refused: The quote states the definition but does not identify it as Section 102(3) of the Australian Consumer Law.

Unsupported: Section 102(3) of the Australian Consumer Law

What it rested on
A warranty against defects is a representation communicated to a consumer in connection with the supply of goods or services, at or about the time of supply, to the effect that a person will (unconditionally or on specified conditions):

Section 102(1) of the Australian Consumer Law provides that the regulations may prescribe requirements relating to the form and content of warranties against defects.

Refused: The quotes show section 102 and the prescribed-requirements text, but do not identify subsection 102(1) specifically.

Unsupported: Section 102(1)

What it rested on
102 Prescribed requirements for warranties against defects
The regulations may prescribe requirements relating to the form and content of warranties against defects.

Consumer Affairs Victoria states that a warranty promising goods or services will be free from defects for a certain period is called a warranty against defects or a manufacturer's warranty.

Refused: The quote only gives the name, not the quoted definitional promise of defect-free goods or services for a certain period.

Unsupported: a warranty promising goods or services will be free from defects for a certain period

What it rested on
This is called a 'warranty against defects', or a 'manufacturer's warranty'.

The ACCC's guide for businesses and legal practitioners states that failing to meet the warranty against defects criteria may lead to a maximum civil penalty of $50,000 for a body corporate and $10,000 for an individual.

Refused: The quote states 'these criteria' but does not identify them as the warranty against defects criteria.

Unsupported: warranty against defects criteria

What it rested on
Failing to meet these criteria may lead to a maximum civil penalty of $50,000 for a body corporate and $10,000 for an individual.

Manufacturer warranty has a documented position, as stated by the ACCC's guide for businesses and legal practitioners, that businesses selling extended warranties which offer less than the consumer guarantees could risk misleading consumers into thinking they are receiving additional benefits when they are not.

Refused: The quote supports the extended-warranty statement but does not mention manufacturer warranty.

Unsupported: Manufacturer warranty has a documented position

What it rested on
Businesses that sell extended warranties which offer anything less than or simply mirrors what a consumer is entitled to under the consumer guarantees, could risk misleading consumers into thinking they are receiving additional benefits when they are not.

Manufacturer warranty has a documented position, as stated by the ACCC's guide for businesses and legal practitioners, that businesses selling extended warranties which simply mirror the consumer guarantees could risk misleading consumers into thinking they are receiving additional benefits when they are not.

Refused: The quote addresses businesses selling extended warranties and consumer guarantees, but does not mention a manufacturer warranty position.

Unsupported: Manufacturer warranty

What it rested on
Businesses that sell extended warranties which offer anything less than or simply mirrors what a consumer is entitled to under the consumer guarantees, could risk misleading consumers into thinking they are receiving additional benefits when they are not.

The Good Guys states that its brochure sets out the minimum remedies it will provide for a faulty product.

Refused: The quote states the minimum remedies The Good Guys will provide for a faulty product but does not mention that this is set out in a brochure.

Unsupported: its brochure

What it rested on
sets out the minimum remedies that The Good Guys will provide to you if you buy a faulty product from The Good Guys.
Your rights under the ACL may extend beyond these time periods.

Salespeople at JB Hi-Fi stores told CHOICE's mystery shoppers that, concerning the manufacturer warranty, if a product is over two years old the customer has to pay for repairs themselves.

Refused: The quote supports the statement about paying for repairs after two years but does not specify it was about the manufacturer warranty.

Unsupported: concerning the manufacturer warranty

What it rested on
We found that salespeople in 24 of the 29 (83%) JB Hi-Fi stores we called misrepresented our consumer rights, telling us things like, "If it's over two years, you have to pay for the repairs yourself."

The manufacturer warranty was described by salespeople at Good Guys stores to CHOICE's mystery shoppers as meaning that if something happened after one year, the customer would bear the cost.

Refused: The quote reports the after-one-year cost statement but does not identify it as a description of the manufacturer warranty.

Unsupported: manufacturer warranty

What it rested on
We called 25 Good Guys stores, of which 15 (60%) misrepresented our consumer rights. Information we were given included: "You can still contact Samsung but call-out fees and parts will be required", and "If something happened after one year unfortunately it's at your own cost."

73 of the 80 salespeople CHOICE called offered to sell CHOICE an extended warranty.

Refused: The quote says CHOICE 'spoke to' the salespeople, not that CHOICE called them.

Unsupported: CHOICE called

What it rested on
When we asked about consumer rights outside the manufacturer's warranty period, often the conversation turned immediately to the benefits of an extended warranty. In fact, 73 of the 80 salespeople we spoke to offered to sell us one.

CHOICE called 29 JB Hi-Fi stores regarding repair.

Refused: The quote establishes CHOICE called 29 JB Hi-Fi stores about consumer rights misrepresentation, but it does not say the calls were regarding repair.

Unsupported: regarding repair

What it rested on
We found that salespeople in 24 of the 29 (83%) JB Hi-Fi stores we called misrepresented our consumer rights

CHOICE reported that salespeople in 24 of the 29 JB Hi-Fi stores it called regarding repair misrepresented consumer rights.

Refused: The quote says stores were called and misrepresented consumer rights but does not state the calls were regarding repair.

Unsupported: regarding repair

What it rested on
We found that salespeople in 24 of the 29 (83%) JB Hi-Fi stores we called misrepresented our consumer rights

CHOICE called 26 Harvey Norman stores about repair.

Refused: The quote confirms CHOICE called 26 Harvey Norman stores but does not state the calls were about repair.

Unsupported: about repair

What it rested on
We called 26 Harvey Norman stores, 18 of which (69%) misrepresented our consumer rights.

18 of the 26 Harvey Norman stores that CHOICE called about repair misrepresented consumer rights.

Refused: The quote states 18 of 26 Harvey Norman stores misrepresented consumer rights, but does not state the calls were about repair or manufacturer warranty.

Unsupported: about repair

What it rested on
We called 26 Harvey Norman stores, 18 of which (69%) misrepresented our consumer rights.

CHOICE called 25 Good Guys stores regarding the manufacturer warranty.

Refused: The quote confirms CHOICE called 25 Good Guys stores but does not state the calls were regarding the manufacturer warranty.

Unsupported: regarding the manufacturer warranty

What it rested on
We called 25 Good Guys stores, of which 15 (60%) misrepresented our consumer rights.

15 of the 25 Good Guys stores that CHOICE called regarding the manufacturer warranty misrepresented consumer rights.

Refused: The quote supports 15 of 25 Good Guys stores misrepresented consumer rights, but does not state the calls concerned the manufacturer warranty.

Unsupported: regarding the manufacturer warranty

What it rested on
We called 25 Good Guys stores, of which 15 (60%) misrepresented our consumer rights.

In the course of offering the manufacturer warranty, Fisher & Paykel Customer Services Pty Ltd and Domestic & General Services Ltd made false or misleading representations to consumers, according to the ACCC.

Refused: The quote states the misleading representations were made in offering an extended warranty, not a manufacturer warranty.

Unsupported: manufacturer warranty

What it rested on
that both Fisher & Paykel Customer Services Pty Ltd and Domestic & General Services Ltd made false or misleading representation in the course of offering an extended warranty to consumers, and imposed a civil penalty of $200,000 on each business.

For the manufacturer warranty, a civil penalty of $200,000 was imposed on each of Fisher & Paykel Customer Services Pty Ltd and Domestic & General Services Ltd, according to the ACCC.

Refused: The quote refers to an extended warranty, not a manufacturer warranty.

Unsupported: manufacturer warranty

What it rested on
that both Fisher & Paykel Customer Services Pty Ltd and Domestic & General Services Ltd made false or misleading representation in the course of offering an extended warranty to consumers, and imposed a civil penalty of $200,000 on each business.