I have an Ecovacs Deebot X5 PRO Omni bought last September for $2,295. The battery ran down to the point where it’s inoperable. Ecovacs support couldn’t get it working and want me to return it for repair. They have sent an Aus Post return label to their service centre in Vic (I bought it online and had it delivered to Sydney where I live).
The unit consists of base station and robot. It weighs over 15kg and is large and unwieldy. A very big box (approx. 40 x 40 x 60cms) would be needed to fit it. Ecovacs require me to source a suitable box and ‘securely package the unit using protective materials such as bubble wrap, crumpled newspaper or foam inserts’ then take it to the PO. I’m over 75 and can’t lift the unit by itself let alone in a box. I’d need to get someone to help to get it to the PO.
Is it reasonable to require me to do that? Could I ask for a refund or replacement instead as the unit won’t work at all?
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The ACCC general advice which is relevant is:
Responsibility for returning products
Consumers are responsible for returning products that can be posted or easily returned.
Businesses are responsible for paying for the shipping costs or collecting faulty products that are large, heavy or hard to remove, such as:
- widescreen televisions
- beds
- installed appliances, like stoves or dishwashers
- extension ladders stuck in an extended position.
This must be done within a reasonable time.
One of the criteria is ‘heavy’ items. There isn’t any criteria per say to what heavy is…but…
The first question is how did the robot vacuum get to your home after purchase and how was it installed in your home?
If you brought the vacuum home and/or unboxed it and moved it to the installed location within your home, it is unlikely that the ‘heavy’ criteria could be used to try and get Ecovacs to collect it from your home rather than you taking it to the post office.
If you had the vacuum delivered and installed by someone else (say as a service provided by the retailer), they it could be argued that the ‘heavy’ criterion could apply and potentially Ecovacs should be arranging collection from your house as you can demonstrate it isn’t within your capacity to take the vacuum to the post office. If this is the case, contact Ecovacs and state that due to its 20+kg total weight, it isn’t within your capacity to take it to the post office. As evidence state and demonstrate that you had it delivered and specifically installed due to its weight.
No, not yet. It could be minor fault where a repair can be easily done. In such case, you will need to accept the repair. It could also be a fault not covered by warranty, such as damage from a power surge/lightning strike, and any such damage will sit outside the warranty/consumer rights under the Australian Consumer Law.
If Ecovacs determines the unit can’t be easily repaired and needs to be replaced due to the fault, this would be a major fault under the ACL. In such case you could rightfully ask for a refund or replacement on your choosing.
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It was delivered to the premises as advised in the original post, it is not known if it was unpacked as part of the delivery service.
As the owner is over 75 years of age, it would be considered a risky practice to have them carry an item over 15 kg (particularly when boxed and padded for transport) as well as being a bulky item that might be very difficult for the owner to pick up, carry, and then transport to a Post Office.
Perhaps they should contact the business and ask that a courier or transport business be used to take the boxed item to either the business or to the Post Office.
If a no Australian Consumer Law covered fault is found, the owner will be responsible for paying the transport costs.
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That is an opinion.
In Australia, maximum weigh for lifting isn’t mandated through workplace health and safety laws. There are some guides such as younger individuals possibly shouldn’t lift greater than 15kg as their bodies aren’t fully developed, through to a suggested maximum of 55kg unassisted. Women possibly should lift less than men, due to their difference in physical build. There isn’t a set limit for individuals.
For some 15kg might be too much to lift, for others higher weights may be readily lifted.
These numbers assume an individual lift. In many places ‘team’ lifts are possible with others, such as family members or friends.
Rule of thumb maximums aren’t possible as it depends very much on the individual, what is being lifted, location of a lift and assistance which may be available.
Agree and a risk.
It appears Ecovacs is willing to pay for freight using Australia Post. This potentially reduces the risk of being hit with door to door courier costs, should the fault sit outside the ACL.
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I agree that it is an opinion, it is based on what the owner stated. The WHS rules don’t give exact rules in most cases, they raise awareness of risks. Boxes being greater than 30 cm in depth is a risk (marked with a cross through the image), weights 16 kg or more are a risk as identified in the document, age related or disabilities or other special factors if marked “yes” must also be considered in relation to assessing the risk. My answer was it was risky based on the evidence supplied.
They already advised they could not lift the actual item or when it is in a box.
I don’t know who they can call on for support or transport. That is why my advice was to contact the business to see if an alternative exists that reduces the physical risk for the owner.
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Thank you for the helpful and interesting discussion. Yes, I had the Deebot delivered. Didn’t realise it would be so big, my previously owned robot vacuum being just the small round vacuum itself. This Deebot has a large ‘base station’ as well. It came in a gigantic box, much larger than the one I need to find for return as it was full of complex compartments and padding. Sadly, I had no room to store it. After delivery, I only had to unpack and carry the base station and Deebot (separately!) a few metres to a power point. Installation was just connecting it to the app and wifi.
I think I’m about average strength, agility etc for a female my age on most things - except balance, that’s poor. I could probably dead lift a 15kg weight but not carry it round. Even with a manageable weight, to carry a box of the required size, I wouldn’t be able to see the ground in front of me, a definite fall risk with poor balance. If there were a reasonably priced courier option, I’d take it.
But Ecovacs email with the return label says “Please be advised that all return shipments must use the shipping label provided by our repair center. Do not use alternative couriers or personal packaging, as our repair centre can only track and identify returned units through their designated shipping labels”.
Seems like the ACL doesn’t help much here. I’ll just have to explain my problem to Ecovacs and hope they offer something else.
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