Apple Forced to Adopt New Return and Repair Policy in Australia

Posted December 18, 2013 at 3:59pm by iClarified | Please help us and submit a translation by clicking here | 7055 views

The Australian Competition and Consumer Commission has found Apple in breach of its consumer laws and has forced the company to adopt a new return and repair policy, reports SMH.

Apple misled consumers into thinking they were only entitled to return items within 14 days and get items repaired within 1 year, according to the ACCC.

The ACCC told Apple it was in breach of Australia's consumer guarantees when it told consumers they were only entitled to a full refund if goods were returned within two weeks; that it would only provide a refund or replacement if products were damaged within a year of purchase; that it was not responsible for non-Apple products sold through Apple stores; and when it only offered a store credit rather than a full refund for faulty products.

"The ACCC was concerned that Apple was applying its own warranties and refund policies effectively to the exclusion of the consumer guarantees contained in the Australian Consumer Law," ACCC chairman Rod Sims said. "This undertaking serves as an important reminder to businesses that while voluntary or express warranties can provide services in addition to the consumer guarantee rights of the ACL, they cannot replace or remove those ACL guarantee rights."

Consumer guarantees in the country do not not have a time limit but can applied for as long as "reasonable to expect given the cost and quality of the item".

Apple has promised to reassess all warranty claims made in the past two years and provide customers what they were legally entitled to. The undertaking begins on January 6th and will last 90 days.

Apple has also agreed to publish a note on its website saying, "If you believe that you have been denied a statutory right or remedy by Apple in the past in relation to a product sold to you by Apple or did not pursue a warranty claim because of representations made to you by Apple, please contact Apple ... and your claim will be assessed."

Finally, Apple has promised to retrain staff and provide consumers with more information about Australian consumer laws. It must keep a consumer rights page on its website for two years starting January 6 and stock ACCC brochures about consumer rights in all stores.

Apple was fined 900,000 euros in Italy for selling customers AppleCare without informing them that they had two years of warranty coverage as required by law in the country. Also, earlier this year, EU Justice Commissioner Viviane Reding said the company was still not informing EU consumers correctly about their warranty rights.

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MBP - December 20, 2013 at 12:48am
That's good. Apple has to stop being elitist douches and believing that they deserve to charge the highest prices while provide the least customer service. Geniuses my aarse.
Alan - December 19, 2013 at 6:11pm
For the record, I and more than half the US population is embarrassed and ashamed of the tea party and similar nut jobs we have in this country. Also the huge income stratification, crony capitalism, and welfare for the wealthy. Schools and infrastructure falling apart. We don't take proper care of our most vulnerable citizens, children. We need more targeted and intelligent regulations. Please don't paint us all with the same broad brush. More than half of us are trying to change things and are slowly making progress against selfish and/or crazy interests.
Kornmehl - December 18, 2013 at 7:53pm
Whatever. Typical BS from Australia. They simply wish that Apple would not sell their products in Australia. Maybe Apple should consider that.
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Kr00 - December 18, 2013 at 8:07pm
You should grow up you stupid little turd. If any company, regardless who it is, wishes to sell in any country, they need to abide by consumer laws. The law is the law, and you are just an idiot. Now go play in traffic.
Kornmehl - December 18, 2013 at 9:33pm
Bit touchy about that turd of a country that we live in? The one that makes things up as they go along and imagines violations?
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haha! - December 18, 2013 at 11:22pm
jealous much? this is good news for the australians. generally apple products are of very good quality anyway so i imagine the additional year won't be used by many.
Kr00 - December 19, 2013 at 11:03am
Yep. Whatever. Maybe you should grab a gun and shoot a few dozen school kids. Thats the American way, right? The world won't have to wait long until the whole lot kill themselves off. The only turd of a country is the one you call home, as demonstrated by the braindead diarrhoea that dribbles out of your pox hole. The world hates Americans as they're the joke of the world. Only thing Al Qaeda did wrong was they didn't hijack enough planes. "Have a nice day"!!!
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