Anyone had to deal with PRO 4x4 in Port Rd Adelaide?
Submitted: Monday, Jul 14, 2014 at 17:37
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luca_ki
I would like to have some
feedback. Is anyone had to deal with them? I'm having hard time with them right now ... I bought some spotlights at the
Adelaide Show in FEB and after 1 month the right side one stop working.
I did changed the globe but as suspected the problem was the ballast.
Contacted them many times by phone and they told me that it was impossible .... the first time they did not had any replacement because they were still waiting a shipment from china. The second time the same story .. the third time they told me that the shipment was arrived but it was stuck at the custom.
Then 4 months later i finally went to talk with them in person (I live in
Kangaroo Island and I don't go to
Adelaide every week ... ). They had the replacement in the
shop but they refused to gave to me because the "boss" was not in the office. They have the entire spotlight but they don't want to strip it ...
The guy told me that if I pay the replacement (full spotlight) they may refund it when the boss was back from his holiday .... Yeah right .. "they may " ...
At this stage I don't have any hope and I will probably buy another set of lights ....
Any suggestion?
Reply By: Alan S (WA) - Tuesday, Jul 15, 2014 at 13:48
Tuesday, Jul 15, 2014 at 13:48
Did they mention whent he boss would be back? It is not uncommon for owners to restrict the actions of employees especially around the areas of refunds and giving out of stock. This is individual choice of each business.
When you rang earlier did you speak to the owner, if so the other employees may not be aware of the issue and hesitant to take the initiative.
There are some heavy suggestions here but if the boss is away for a while, you still may not get any resolution except just raising the blood pressure.
I would find out when th eboss is back and in writing request a response within a reasonable period following his return. At least then you will know when you may get an answer.
It looks like it has dragged on for at least four months so another week or two wont make much difference.
Alan
AnswerID:
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Follow Up By: Shaker - Tuesday, Jul 15, 2014 at 18:31
Tuesday, Jul 15, 2014 at 18:31
Most sensible answer yet!
FollowupID:
820141
Follow Up By: Sandman - Tuesday, Jul 15, 2014 at 20:21
Tuesday, Jul 15, 2014 at 20:21
The Boss is not able to over-ride Australian Consumer Law....no matter what he decides.
You have the decision if you want it fixed or replaced, the Boss cannot decide that for you....
Print this off:
http://www.consumerlaw.gov.au/content/the_acl/downloads/consumer_guarantees_guide.pdf
Either e-mail them a copy and request a replacement or walk in there with a copy, put it on the counter and have a frank discussion...watch his decision change !
Pete
FollowupID:
820151
Follow Up By: Alan S (WA) - Tuesday, Jul 15, 2014 at 21:45
Tuesday, Jul 15, 2014 at 21:45
Where did I say that the boss was overriding consumer Law!
What I said was to find out when he was back, and put in writing what you want. Then if no luck go the heavy route.
Looking at the link you posted look at page 25, sort of covers the boss being away, as the time for response is "reasonable time", maybe not relevant here as it has gone on for 4th but pretty clear that you don't have to get instant response.
Also look at responsibility for getting goods back, if the OP hasn't got the goods with him, no good storming in and demanding instant response.
Also inside the cover of this link is a list of agencies it was prepared for, I note that there is not one St Australia body listed, if I was the OP I would
check with local state reps before blindly accepting some link issued by a anonymous person on the Internet.
Alan
FollowupID:
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Follow Up By: Sandman - Tuesday, Jul 15, 2014 at 21:56
Tuesday, Jul 15, 2014 at 21:56
Alan, exactly here
It is not uncommon for owners to restrict the actions of employees especially around the areas of refunds and giving out of stock. This is individual choice of each business.
The employer is not at
liberty to restrict the actions of the employees causing them not to be compliant with the Australian Consumer Guarantee laws...
Oh dear Alan, stop being a sour puss....Anonymous person on the internet, the link is to a government document....
Geeze you get out of the wrong side of the bed or something ?
FollowupID:
820156
Follow Up By: Alan S (WA) - Tuesday, Jul 15, 2014 at 22:11
Tuesday, Jul 15, 2014 at 22:11
Gee, what I meant was that often bosses want to be ones that make those decisions. Depending on who I employ I also would limit their ability to give refunds. You don't see every
check out operator at coles processing refunds. It's done by supervisors.
What we don't know and every one is making assumptions here, is that it has gone on 4 mths, and discussions have occurred already between the OP and the owner. What were they, we don't know but they will be the main factor in the outcome.
Sorry for the attitude but I am over the view that is going around on forums of taking the legal route. I work in an industry that when the lawyers get involved you know both parties have lost. I think some of the advice given on these matters while maybe legally technically correct but is not the best way to get a good quick outcome. I also accept that you have to sometimes do it though.
Alan
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820157
Follow Up By: cookie1 - Tuesday, Jul 15, 2014 at 22:28
Tuesday, Jul 15, 2014 at 22:28
I wouldn't think that 4 months is a reasonable amount of time to get a response and he is certainly not getting a "quick outcome"
Sometimes you do need to let a retailer know that you are aware and give them the opportunity to correct the issue in a reasonable time frame - not 4 months.
cheers
FollowupID:
820163
Follow Up By: Sandman - Tuesday, Jul 15, 2014 at 22:39
Tuesday, Jul 15, 2014 at 22:39
Alan
My Employer got taken to the ACCC and sued for over $2.5MAUD, my employer lost.....As an employee I've had endless training on consumer rights....
After the training I have no time for businesses that have no "alleged" awareness of their obligations....
I try softly at first, then I pull out the document where the whole tone of the conversation changes...I've spent enough time also watching the "Checkout" on ABC.....
I hate being preached to out of a legal document however its there for a reason....
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820165
Reply By: DiscoTourer - Tuesday, Jul 15, 2014 at 17:06
Tuesday, Jul 15, 2014 at 17:06
The Australian consumer law has no provisions for the boss being away.
If you purchased these to light up the road, and they don't, it's a major failure.
You decide on either a replacement or your money...the business must comply with what you choose to do.
They do not need to wait for the boss to come back. I would take it all in and put on the counter and either take a new set (the law protects you) and get them to reimburse your card on
the spot. Maybe take them a copy of the ACL to flash in front of their faces.
It works a treat.
Good luck.
Brett....
AnswerID:
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Follow Up By: Alan S (WA) - Tuesday, Jul 15, 2014 at 17:39
Tuesday, Jul 15, 2014 at 17:39
Brett
Fully agree tha the law has no provisions for the boss being away. However if the employees aren't or dont feel empowered enough to make a decision, you wait until the boss gets back. Olbvious subject to any increased penalties for lack of compliance.
The OP has been in discussion with the business earlier and from that you could assume that the decison to replace the part was agreed on, so you could say that the choice of repair /replacement has already been communicated.
At the end of the day the OP wants an outcome which looks like has been already agreed that is a replacement of the ballast. There doesnt seem to be any urgency so why not just find out when the boss is back and discuss with him then.
Then if all else fails take the heavy handed approach.
Alan
FollowupID:
820140
Follow Up By: Shaker - Tuesday, Jul 15, 2014 at 22:26
Tuesday, Jul 15, 2014 at 22:26
Who needs Australian Consumer Law, when you've got the ExplorOz Legal Team?
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820162
Follow Up By: Alan S (WA) - Tuesday, Jul 15, 2014 at 22:39
Tuesday, Jul 15, 2014 at 22:39
Shaker
The exploroz legal team isn't as bad as the EO automotive electrical design team, or the EO mechanical group.
Could you imagine a thread on a failed warranty claim on a faulty DC to DC charger that didn't meet the ADR's and needed oil changing but you couldn't leave the sump plug out for more than 10mins. Is there any contentious thread issues from previous months that I have Missed?
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Follow Up By: Shaker - Tuesday, Jul 15, 2014 at 23:09
Tuesday, Jul 15, 2014 at 23:09
The best solar powered fridge?
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820169
Follow Up By: Bazooka - Thursday, Jul 17, 2014 at 22:09
Thursday, Jul 17, 2014 at 22:09
How long should a consumer have to wait for the "boss" to come back to process a claim precisely? What a crock, particularly given the $amount being discussed here. If the business hasn't trained its staff and doesn't have the confidence to let them make decisions at that level then they ought not be in business. What happens if the boss gets crook? The consumer is left languishing and the business fails because it's stuck with decision fright/inertia? A good manager will
delegate, let his/her staff make decisions and even cock up while they're learning.
FollowupID:
820296
Reply By: Mick T3 - Wednesday, Jul 16, 2014 at 11:56
Wednesday, Jul 16, 2014 at 11:56
I had a big problem with a car dealer in
Adelaide. Very big amount of money. They wouldn't budge.
I told them I would return that afternoon with a placard and picket their business. The big, big boss shouted at me that I was threatening them. He was a younger, large, fit man. He said his sister was a magistrate. He said he'd "go me" if I picketed his business. He then said he would like me to leave. I'm physically disabled.
The sales manager opened the door for me, but as I got up the big, big boss half jumped across the desk as if he was going to hit me.
Half an hour later I received a phone call from the sales manager saying they'd refund a the money. The cheque was in my post box 48 hours later. It didn't bounce.
They fear bad publicity especially if they have other disgruntled customers also wanting to pounce. All it takes is a length of thin wood for the handle, some corflute (old election posters) and marking pens. Usually, you won't have to go this far as long as you speak in a quiet, quiet tone (Shouters aren't treated as seriously.)
AnswerID:
536133
Reply By: olcoolone - Wednesday, Jul 16, 2014 at 13:26
Wednesday, Jul 16, 2014 at 13:26
This one problem I see a bit from companies who direct import or by off a small volume importer, if it was a name brand you can always contact the Australian distributor seeking help.
Not all who direct import are bad...... take Derek from ABR, he direct imports but backs it up 100%
99.9% of the time the Aussie distributor is more then happy to help.
Had a customer who bought a vehicle that had a set of Lightforce lights on it that must of been 6+ years old, he complained that the reflectors were tarnished and what other lights I could sell and fit for him, advised him to contact Lightforce first.....(BTW Lightforce are not my 1st choice) he said there would be no chance as the car was secondhand and he knew nothing about the purchase of the lights fitted...... he called in a few weeks later thanking me and said Lightforce sent him free of charge two replacement lights and were not overly concerned they were secondhand.
If they did not have them in stock they should count their losses and supply you another set of lights or offer a refund as per Australian consumer law.
AnswerID:
536138
Follow Up By: Sandman - Wednesday, Jul 16, 2014 at 18:20
Wednesday, Jul 16, 2014 at 18:20
Derek is a good operator, I've bought from him on e-bay.. no hesitations with him at all....comes recommended :-) Darn now I'm sounding like typical "Ebay Feedback" :-)
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