Last October, the ACCC promised to crack down on online sellers who broke warranty laws, and the regulator is continuing to make good on that promise, busting an online electronics seller for apparently trying to shirk its warranty responsibilities.
Esel, which trades as Mwave Australia selling computer gear, has changed its online warranty documentation after the ACCC noticed that it violated consumer law in several areas. The company had claimed that it would not provide any warranty service and consumers must deal directly with manufacturers, and that any shipping costs incurred in that process were the buyer’s responsibility — both big no-nos under Australian law. The policy has now been updated, though to be frank the way it’s phrased in the company’s FAQ still doesn’t inspire confidence:
We do provide refund, exchange, credit and repair where goods – Are faulty, have been wrong described, do not do what they are supposed to, have been sent to you were different as what you ordered.
While it’s always good to have a well-thought out warranty strategy of your own if problems arise, that doesn’t excuse any company from its legal obligations.