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Govt. Watchdog Group Finds Apple Misled Aussies On Consumer Rights
beaverdownunder writes "Apple has agreed to an agreement to ensure staff inform customers of rights under Australian consumer law. Despite the 2011 law requiring retailers to provide a refund option for faulty goods, and free repairs to items reasonably expected to still function properly (this part of the law is intentionally ambiguous), Apple steadfastly stuck to its AppleCare program, denying warranty repairs to units more than one year old (without the purchase of an extension) and only offering replacement or credit for DOA items. Apple has promised to compensate all Australian customers who were charged for repairs during the last two years, and make the terms of the law clear on the Australian Apple website. How this will affect company warranty policy is unclear — under the law, consumers could be entitled to repairs for the life of the product (barring damage, of course)."
I have several Apple products and in general I like them. Still it is sad for such premium products that the maker has to be strongarmed into agreeing to local law. The same happened in Europe where (and I think it is reasonable) products such as laptops should have a 2 year guarantee. Perhaps not on Applecare level (which is really good, I had to use it once and was happy with the service quality - a technician came to my home to replace my 27" imac screen panel), but at least a normal guarantee should be expected.
Of course Applecare becomes less attractive if it is just a one year extension and a higher service level. But frankly the products while well made are expensive enough to have the above mandatory local guarantee applied without hassle.
Since this is just the latest in a sequence of run-ins for Apple with the Australian consumer watchdog, I doubt it.
One of the things I like about living in Australia is the consumer protection law. Any phone you buy on a 2-year contract with a provider is required to have a 2 year warranty, thanks to the government consumer watchdog. Recently, another company was fined for lying to people about their rights. Displaying 'No exchanges or Refunds' sign is against the law, since you are legally obliged to provide exchanges or refunds if a product is defective, or does not do what it claims to do.
The claim that 'the current law is, ironically, bad for consumers' is bullshit. It might be bad for the subset of consumers who buy products that work and who have no problems, if we assume that companies charge what they need to rather than the maximum the market will bear in the conditions. It is good for the subset of consumers who companies try to fuck when they sell unreliable crap.
To quote the Consumer Affairs Victoria (Australia) site example:
"Danny buys a plasma TV for $6000. It stops working after two years.
The store says they will not provide a repair or replacement as the TV only had a 12-month manufacturer’s warranty. They tell Danny he should have bought an extended warranty, which would have given five years’ cover.
However, it is reasonable for Danny to expect more than two years’ use from a $6000 TV. He is entitled to a repair, replacement or refund from the store."
I agree with Consumer Affairs Victoria. A $6000 TV should work for more than two years.