I purchased a freestanding oven from a well known retailers clearance centre and on installation 26/04 they couldn’t get the oven to work. The installers were organised by the retailer and they contacted the retailer immediately after installation to report the problem, they were told to tell me I now have to wait for the manufacturer to contact me to organise a repairman to assess the problem and hopefully fix it.
The manufacturers repairer contacted me five days later with the earliest booking available in another 5 days, 10 days all up, to asses the problem with no guarantee it can be fix immediately, they may need more time to order parts.
Im not sure of my consumer rights. it’s confusing to say the least. Via the ACCC:-
You can ask for a replacement or refund if the problem with the product is major.
What is a major problem?
A product or good has a major problem when:
it has a problem that would have stopped someone from buying it if they’d known about it
it is unsafe
it is significantly different from the sample or description
it doesn’t do what the business said it would, or what you asked for and can’t easily be fixed.
The retailer said to me, I cannot request a refund nor a replacement and I have to wait to see if it can be fixed by the manufacturer and considered the time to wait is reasonable.
I personally do not want to keep a faulty product and would like a refund. Am I being unreasonable? And is the retailer lying to me?