your Rights Consumer Guarantees Understanding Consumer Electronic Devices, Home Appliances & Home Entertainment Products

Transcription

1 Conumer Guarantee Undertanding your Right Conumer Electronic Device, Home Appliance & Home Entertainment Product Voluntary Warranty Guide February 2014 JB Hi-Fi Group Pty Ltd (ABN II4 286)

2 The Autralian Conumer Law & Your Right The Autralian Conumer Law (ACL) protect conumer by giving them certain guaranteed right when they buy good and ervice. For example, the Law require that good mut be free of defect, and do what they are meant to do. Service mut be carried out with care and kill. Thee right, which the Law ay automatically apply whenever good or ervice are upplied to a conumer, are called Conumer Guarantee. Our good come with guarantee that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and for compenation for any other reaonably foreeeable lo or damage. You are alo entitled to have the good repaired or replaced if the good fail to be of acceptable quality and failure doe not amount to a major failure. Conumer Guarantee have no et time limit depending on the and quality of good, conumer may be entitled to a remedy after any manufacturer warranty ha expired. JB HI FI & Warranty Policie JB HI-FI ha outlined in thi document it voluntary refund & warranty policie. Thee policie are in addition to, and do not limit your right with repect to, the Conumer Guarantee or any other right and remedie that you have under a law in relation to the relevant good and ervice. The policie are intended to provide you with remedie that are conitent with your tatutory right under the ACL in the event of breach of a Conumer Guarantee. Thee policie et out the minimum tep that JB HI-FI will take in thoe circumtance to provide you with an appropriate remedy. Staff Code of Conduct JB HI FI taff are obligated to enure that your tatutory right are NOT limited in any way. Limiting your right may include: - Informing you that the manufacturer i olely obligated to remedy your faulty product - Refuing to refund a product that i faulty or became faulty through no fault of your own within a time frame deemed reaonable by thi document - Failing to ait in a courteou and timely manner with a remedy that i in accordance with JB HI FI Voluntary Warranty & Policie - Redirecting you to another JB HI-FI tore becaue your original wa made there. At any time you feel that JB HI FI taff conduct i not in accordance with thee guideline then ak to peak to the Store Manager or Manager on Duty. Definition Conumer Guarantee When you buy good or ervice, the Autralian Conumer Law provide that you have guaranteed right that: - the good are of acceptable quality - the good match their decription or any ample or demontration model - the good are fit for any repreented purpoe or purpoe you, the conumer, made known - repair and pare part are reaonably available (unle written notice wa given that repair or pare part would not be available) - the ervice are carried out with reaonable care and kill and are completed within a reaonable time Thee Conumer Guarantee cannot be refued, changed or limited (even in the fine print) by a retailer or upplier Voluntary Warranty Seller and manufacturer can make extra promie about their good or ervice a a way of giving conumer more confidence in their quality, or the level of cutomer protection, if thing go wrong. Thee kind of promie are called voluntary or expre warrantie. They are alo known by other name, including manufacturer warrantie, tore warrantie or refund policie. Regardle of the term and condition, voluntary warrantie do not override or alter Conumer Guarantee, or affect a eller reponibility to meet Conumer Guarantee. 2 3

3 4 Extended Warranty Whilt the minimum right et out on page 6 of thi brochure and your ACL right generally provide protection for longer than the tandard manufacturer warranty without the need for an extended warranty, you may want cover for an additional period and/or the comfort of a guaranteed replacement when you might otherwie be entitled to a repair. JB Hi-Fi offer Extended Care plan which can be d to provide protection againt mechanical or electrical failure for a longer period than the minimum right et out in thi brochure and for longer than your ACL right are likely to provide. For full detail regarding JB Hi-Fi Extended Care plan refer to the brochure and agreement provided in tore. Acceptable Quality Good are not of acceptable quality if they: - are faulty or become faulty through no fault of your own within a reaonable time frame after - have defect - are not brand new - are not fit for purpoe - are not acceptable in appearance or finih - are not afe - are not of acceptable durability unle the reaon that the good are not of acceptable quality wa brought to your attention before you made your. t fit for Purpoe Good are not fit for purpoe if: - they are not fit for all purpoe you would uually ue thoe good for; - they are not fit for any repreented purpoe; - they are not fit for a purpoe you made known to ale taff at the time of. Major Failure A faulty product will be deemed a major failure if: - a reaonable cutomer would not have d the good if they had been fully aware of the extent of the failure - the good depart in a ignificant repect from any decription, ample or model - the good are ubtantially unfit for purpoe and cannot be eaily remedied within a reaonable time - the good are unafe JB HI FI Policy JB HI FI will provide a refund in accordance with the Guide and Warranty Policy Guide et out in thi document. Thee Guide et out the minimum time period within which JB HI FI will offer you a refund. To obtain a refund or any other remedy you will be required to provide proof of from JB HI-FI and, for faulty product, JB HI-FI need to be atified that the problem with the good wa not your fault. Guide Pre-Paid Service Card eg itune, Teltra Prepaid, Xbox Live Apart from JB Hi-Fi Gift Card, if you experience activation problem with Pre-Paid Card or Special Activation Code provided by third partie then we recommend you contact the third party ervice provider upport centre for aitance in activating any credit entitlement a JB Hi-Fi i unable to independently determine the validity of any of thee code. If the third party remedy i not to your atifaction and you believe the product breache a conumer guarantee then JB Hi-Fi can provide a refund. CD, DVD, Game & Computer Software Returned Product Statu Faulty Product with packaging in any condition or packaging dicarded Unued & Unopened, packaging in good condition (product not faulty) Policy Time Limit Excluion and other Condition Any included digital redemption code mut alo be returned refund allowed for PC Game or Computer Software may be available after 90 day if breach of Conumer Guarantee All Other Product Returned Product Statu Faulty Product with packaging in any condition or packaging dicarded Unued & Unopened, packaging in good condition (product not faulty) Policy Time Limit Excluion and other Condition Refer to Warranty Policy Guide for refund and remedie after 30 day Exclude Commercial Sale may be available after 30 day if breach of Conumer Guarantee 5

4 6 Warranty Policy Guide * Thi Warranty Policy Guide et out minimum remedie available to cutomer determined by the product category, the original and the time frame after in relation to the occurrence of a fault or major failure. Alternative remedie may be available ubject to individual circumtance for breache of the Conumer Guarantee. TV, Home Audio Equipment, Whitegood, Major Appliance <$2000 >$2000 Computer, Tablet <$1000 >$1000 <2 Year <2 Year <2½ Year Camera, Portable Navigation, Portable Video, Mobile Phone Handet, Portable Audio incl. Car Sound Sytem, Game Conole, Small Appliance, Muical Intrument <$1000 >$1000 <2 Year *Warranty Policy Guide Revied 1 December 2013: For good d between 1/12/2010 & 30/11/2013 viit: jbhifi.com.au/warrantyguide/nov2011 Warranty Policy Remedy If the product i determined to be faulty through no fault of the cutomer then JB HI FI Policy i to offer a refund of original or exchange the product at the cutomer dicretion. JB HI FI or the manufacturer will determine at no cot to the cutomer the caue of the fault within a reaonable time frame. If the product i determined faulty through no fault of cutomer, then JB HI FI Policy i to offer repair free of charge in accordance with the manufacturer warranty. Alternatively, in the event of a major failure, cutomer can requet a refund of the original. If the product i not covered by a manufacturer or extended warranty, then JB HI FI will determine at no cot to the cutomer the caue of the fault within reaonable time frame. If JB HI FI i atified the product wa faulty due to an inherent defect at time of, then JB HI FI will offer repair free of charge; or may, at it own dicretion, replace the product with a new current model of the ame brand that ha, at a minimum, imilar feature to the returned product. If the product i not covered by a manufacturer or extended warranty, then JB HI FI will determine at no cot to the cutomer the caue of the fault within a reaonable time frame. If JB HI FI i atified the product wa faulty due to an inherent defect at time of, then JB HI FI will offer repair free of charge. & Replacement: Acceorie In mot circumtance faulty good would have been old complete with out of the box acceorie uch a remote, controller, power cord, battery charger and computer connectivity cable. It i a requirement for the fulfilment of refund, exchange and replacement that cutomer have ued their bet endeavour to return faulty product complete with the out of the box acceorie upplied at the time of the original. Expene of Claiming under JB Hi-Fi Warranty Policy If your good are faulty and you are entitled to a remedy under JB HI-FI Warranty Policy, JB HI-FI will bear your reaonable expene of making a claim under the Policy. Thi include arranging and paying for, or reimburing, the reaonable cot of the tranport of the good to and from your nearet tore and/or to any repair agent, provided that you contact u in advance and obtain our prior approval. 7

5 Warranty Claim Procedure claified in the warranty policy guide? Return the product to your nearet JB HI FI tore for refund or exchange in accordance with JB HI FI Policy. covered within the Manufacturer Warranty? covered by a JB HI FI Extended Warranty? JB HI FI recommend that you contact the manufacturer a per their warranty term and arrange for a remedy. If thi i not convenient for you or the manufacturer remedy i not to your atifaction then contact the Store Manager of your nearet JB HI FI tore for aitance. Contact the Extended Warranty Service Agent a per your agreement and arrange for a remedy. If thi remedy i not to your atifaction or you are not receiving prompt and efficient ervice then contact the Store Manager of your nearet JB HI FI tore for aitance. JB HI-FI recommend you contact the manufacturer cutomer aitance department. Even though the manufacturer warranty may have expired the manufacturer i not only bet uited but i obligated to ae the nature, caue and extent of a failure or fault if you have reaon to believe there ha been a breach of the Conumer Guarantee. If at any time you are not atified with the manufacturer remedy in relation to your tatutory right or you do not wih to have the matter dealt with directly by the manufacturer, then contact the Store Manager of your nearet JB HI-FI tore for aitance. - For a lit of mot manufacturer cutomer aitance contact detail go to: - To locate your nearet JB HI-FI tore go to: Dipute Reolution If at any time you feel that your right under the Autralian Conumer Law or right in accordance with JB HI FI & Warranty Policie contained in thi brochure are not being atifactorily oberved by our taff, the product manufacturer or our extended warranty agent, then you may ecalate your dipute in writing via the Contact U ection at jbhifi.com.au or to: Warranty Claim Officer JB Hi Fi Group Pty Ltd PO Box 561, Chadtone Victoria 3148 Tel: JB-AU _DL