Spike alert
Under controlThe coffee machine that needed Fair Trading
Cathy’s $1,300 Breville coffee machine from The Good Guys Castle Hill went to the repairer twice in its first year. One repair, one “no fault found”. It still did not work.
When she asked for her money back, the store wanted a third technician to look at it first. The extended cover plan she had paid for turned out to come with a team that could not approve refunds.
Her view, from day one: “The coffee machine has already been sent back to the repairer twice and it’s still faulty.”
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So on 21 August Ajust lodged a complaint with NSW Fair Trading. On 24 September Fair Trading told Cathy it had instructed the store to work with her on an outcome within 14 days.
Five days later the store had Breville’s authority and offered the refund. Once Fair Trading was involved, the store sorted in a week what had stalled for eight.
Her sign-off: “We can close the case. All good!”
What you can do:
- After a failed repair, ask for the refund in writing. Under the Australian Consumer Law, a product that cannot be fixed in a reasonable time, or keeps failing, gives you the choice of a refund rather than another repair. Keep every repair docket.
- An extended cover plan sits alongside your consumer guarantee rights, not in place of them.
- If the store will not move, your state’s Fair Trading or Consumer Affairs body is free. Ajust lodged Cathy’s complaint, and the store moved within days.
