Apple Forced to Change Refund Policy Under Australian Consumer Law

applecare_boxApple is being forced to change its refund policy to fit under Australian consumer law after it was found to be lying to consumers about what they were entitled to by the Australian Competition and Consumer Commission (ACCC), according to The Sydney Morning Herald.
Apple and its suppliers told Australian consumers they were only entitled to what Apple wanted to offer them when products failed, rather than what they should have been entitled to under Australia's new consumer laws.
Under Australian consumer protection law, Apple is required to provide either a full refund or replacement for products with "major failure" and to offer free repairs, refunds or replacements for products with "minor faults". Apple is also responsible for non-Apple products sold in Australian Apple Stores. Apple's warranty practices and AppleCare packages must offer services in addition to Australian consumer law, rather than replacing them.

Instead, the ACCC found that Apple was telling Australian consumers they were only entitled to a full refund if the product was returned within two weeks rather than the two years under Australian law. Apple was also apparently telling consumers they could only get a full refund or replacement on products within a year of purchase, rather than two years. Finally, Apple was saying it was not responsible for non-Apple products it sold and only offered store credit rather than full refunds or replacements.

In response, Apple will start reassessing all claims about faulty products purchased over the past two years starting on January 6, and will provide customers with new warranty benefits once reviewed. The older claims will take 90 days to review, with the ACCC potentially taking further action if Apple does not follow through. In addition, Apple will publish a note on its website detailing Australian consumer rights, stock ACCC consumer rights brochures in its retail stores, and retrain staff and resellers.

Apple has run into trouble with its warranty practices in the past. In March, Apple adjusted its warranty policies to fit under Australian consumer law as well. Apple has also faced fines over AppleCare practices in Italy and lawsuits from other countries in the European Union.

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10 months ago

This is just another ridiculous example of people wanting something for free. Sad to see so many people agree with this.


I presume you're being ironic. Or just trolling.
Rating: 14 Votes
10 months ago

This is just another ridiculous example of people wanting something for free. Sad to see so many people agree with this.


Seriously? for free?

As a screwed 2008 MacbookPro NVIDIA GeForce 8600M GT debacle customer, with my computer failing just one month after they unilaterally closed the repair program in 2012, bricking a 42 month old computer - for which I paid very good money for - because of their incompetence and greed... I agree. I wish more governments would have the balls to truly represent their citizens interests, instead of boosting consumption.
Rating: 10 Votes
10 months ago
IMO any new computer or tablet should last at least 5 years without fault so warranties should reflect this. Its good to see Apple is being 'forced' to change its policy but when I get my iMac just under a year ago I opted for the extended warranty even though under Australian law it's most likely covered for 3 years anyway.
Rating: 9 Votes
10 months ago

IMO any new computer or tablet should last at least 5 years without fault so warranties should reflect this. Its good to see Apple is being 'forced' to change its policy but when I get my iMac just under a year ago I opted for the extended warranty even though under Australian law it's most likely covered for 3 years anyway.


If you don't mind computer prices rising 10-15% to account for the longer warranty, sure ;)
Rating: 9 Votes
10 months ago

This is just another ridiculous example of people wanting something for free. Sad to see so many people agree with this.


For free no?
I paid good money a product that should last for a reasonably expected life span. For computers and electronics it's been established that should be a minimum two years. ie. most reasonable people expect a computer to last that long before battery, hard drive, screen backlight might be an issue. This is what Australian Law covers and gives consumers confidence buying a product. Apple want to sell here that is our law.

Not to mention they mark up to cover local compliance. So it's not free at all.

If I purchase overseas then it would be for free or I'd be unreasonable to expect coverage beyond standard warranty.
Rating: 8 Votes
10 months ago
If you want to sell products in a given country then you need to abide by the laws there, or choose not to sell your products there. Simple.

Apple were caught out trying to flout the rules and have been reprimanded by the authorities and rightly so.
Rating: 7 Votes
10 months ago

This is just another ridiculous example of people wanting something for free. Sad to see so many people agree with this.


It's not free, we pay for this as part of the price of the item we are buying. Apple know full well what is expected of them when they sell an item in any market and price that item accordingly. If they are then trying to deceive consumers it is they that are in the wrong, not the consumer.
Rating: 7 Votes
10 months ago

This is just another ridiculous example of people wanting something for free. Sad to see so many people agree with this.


So you are ok with manufacturer not taking any responsibility for any crap they produce?
Rating: 7 Votes
10 months ago

That's a 3.5 year old computer, and it was your fault for not taking it in and getting it fixed. This one's solely on you, buddy.


Now, everyone else in the thread, learn that capitalism is how you have everything nice in your life. Sure, let's just all tax the rich, and f the corporations, because that will solve ALL our problems.


How the hell is that my fault? the computer NEVER failed before it completely bricked, and apple refused to do anything about it unless it presented the problem. I had AppleCare from the moment I purchased it, and six months after it expired, when the graphics card failed, they told me the extended repair program was over.

Now, about your second comment:

I'm all for entrepreneurship and private enterprise.... But capitalism in its current form is an aberration: the way it's morphed into an instrument of corruption by the rich and corporate criminals - bribing doctors to prescribe unwarranted drugs to patients, hijacking the political and legislative processes, wrecking the global economy for short term profits for a few; breaking the laws with impunity, reneging responsibility to the environment, consumers and society, without paying their fair share.

If you think this form of capitalism is sustainable for you, your children and grandchildren, you are sadly mistaken. Making Apple follow the rules of where they sell their products is an example of the basic balance that must be met for keeping capitalism in check and us to survive: the rule of law in benefit of society - and not only a bunch of companies, millionaires and hedge fund managers. Think about what longer warranties mean for YOU - not only avoiding the cost of repair, but the incentive for companies to design, develop and produce longer lasting products that protect your economy, your environment and your interests.

Understand that today's global capitalism is not representing entrepreneurs and working people, but a few privileged people, usually through bankers and financial institutions, that have more in common with the mafia and casinos than anything else. Some would argue that, if you comprare the definition of capitalism with what we have today, we ought to call this something else. IMO it's just a matter of time until economists, sociologists and historians come up with a name for it, as it becomes even more obvious globally.

There's a saying in today's big business: if you do not know who the sucker is, chances are you're it. So, if you think today's unfettered capitalism is protecting you and your family in some way, think again. Unless you're on the top 1% (which I doubt), sooner or later you'll get screwed along with everyone else.

It's really hard to understand how can people vote and cheer against their best interest. Usually it's because of simple blatant ignorance, or simple greed.

Of course, one can ignore all the data supporting this and just keep a black-and-white tea-party-fox-news-joe-the-plumber world view, and wait for things to get gradually worse, until the circumstances adjust one's viewpoint.

Cheers!
Rating: 6 Votes
10 months ago

Full refund within 2 years? That's the work of a nanny state, of which the United States is in danger of becoming.


ugh let me guess you are one of those people who feel threatened by public health care for everyone too right?
Rating: 5 Votes

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