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Eleven months ago I bought a vacuum cleaner from Amazon. It had no brand name--only Amazon. The accompanying booklet did not mention a guarantee, which I did not notice, at the time. Last Saturday, the housing holding the handle in place split, the handle kept slipping out, making the appliance almost impossible to move around.

With Amazon, online, I spoke to three different people (not chatbots, so they claimed) for almost two hours, who all refused to replace or refund the item, only repair it.

With faulty goods Amazon usually sends a QR code; the item is then taken to a specific outlet (e.g. a post office or a branch of Asda) for return and a refund. This I have done with burned-out kettles which failed within a two-year guarantee period. This facility, came the advice, was not available for this item. Despite my entreaties, they would not explain why.

Any thoughts on this?

Nate Eldredge
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tony
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1 Answers1

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Repair or replace is at the supplier’s discretion; not the consumer’s

Under the Australian Consumer Law, a supplier of goods is required to repair, replace, or refund if the goods develop a fault within a reasonable time. Which of those they do is at their discretion, however, any repair or replacement must be effected within a reasonable time at no cost and minimal effort by the consumer.

Dale M
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