Waeco snobbed me off

Submitted: Sunday, May 11, 2008 at 10:51
ThreadID: 57485 Views:2467 Replies:9 FollowUps:16
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Hi, I very rarely complain (life is too short for that) but.....

I bought a Thermo-electric 'waeco from their 'Seconds Outlet' - I KNOW....2 MISTAKES..... 1. A thermoelectric 2. A 2nd's outlet..... The thing is it was advertised as a 240volt/12 VOLT cooler but the kicker is it won't start up on 12v systems with anything under 13.1 volts (works fine on 240v).
I took it back to the factory only to have them say I bought the wrong product for the application I was using. This I accepted but when asking for a refund or trade-in on an upgrade (& mentioning that it should be advertised as a 240v/13.1v cooler) they bluntly said no.

In short (with the question mark over false advertising) I would have thought they would have at lease allowed me to return it for an upgrade (no money out of their pocket).

Cheers
Jason

Ps. I also have an Engel that has never let me down :-)
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Reply By: donk - Sunday, May 11, 2008 at 11:50

Sunday, May 11, 2008 at 11:50
Jason

I don't suppose it is designed this way to prevent the battery discharging when the vehicle is not running & the alternator is not charging

Regards Don
AnswerID: 303212

Follow Up By: Member - Jason - Sunday, May 11, 2008 at 12:10

Sunday, May 11, 2008 at 12:10
Hi Don,

That is right. It also shuts down at 11.5 volts (none of which is advertised when purchasing the product). I do understand the workings of the product (in hindsight) but I'm just a little ticked off with the lack of assistance/compromise I received.

Cheers
Jason
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FollowupID: 569344

Reply By: Best Off Road - Sunday, May 11, 2008 at 12:14

Sunday, May 11, 2008 at 12:14
Jason,

I offer this advice as someone who spent the last few years of being employed (until 2007) as a specialist in Retail Legal Compliance.

I have had a look at the Waeco site and the Thermo's clearly state, Power: 12V/240V. If it won't run on 12V it fails to fulfill its intended function and does not meet the seller's claims. You are entitled to a refund, no ifs or maybes.

Put this to them and if they still won't budge, contact the Office of Fair Trading.

If I can help, give me a call on 0411 874406.

Regards,

Jim.



AnswerID: 303216

Follow Up By: Member - Jason - Sunday, May 11, 2008 at 12:28

Sunday, May 11, 2008 at 12:28
Hi Jim,

Thanks for your feed back. As I am not a huge complainer & the thing only cost $200 bucks I'm not prepared to take the next step - my belief is that It should have been rectified in the first instance (in a perfect world, I know).
Thanks again.
Cheers
Jason
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FollowupID: 569345

Reply By: DIO - Sunday, May 11, 2008 at 12:19

Sunday, May 11, 2008 at 12:19
I understand your situation, however you probably need to look at the conditions of sale when you purchased a seconds item. Frequently it is made blatantly clear that no refunds, credits or returns. That is often the case. You buy as is. Perhaps they were the conditions with your transaction.
AnswerID: 303218

Follow Up By: Member - Jason - Sunday, May 11, 2008 at 12:32

Sunday, May 11, 2008 at 12:32
Hi DIO
Point taken & yes, I did look through the terms & conditions before taking it back. The cooler was not a 'second', just on sale.

Cheers
Jason
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FollowupID: 569346

Follow Up By: Member - Warfer (VIC) - Sunday, May 11, 2008 at 19:23

Sunday, May 11, 2008 at 19:23
Hiya DIO

Hangon Jims just stated how it blatantly is,He deserves a refund and is entilted to it..

Not meant to come across nasty to bud... ~(8--)

Cheers
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FollowupID: 569418

Follow Up By: Vivid Adventures - Monday, May 12, 2008 at 07:57

Monday, May 12, 2008 at 07:57
No refunds, credits or returns is patently misleading.

You are always entitled to a REFUND if the product is not fit for purpose - the purpose you either discussed with the retailer, or the purpose a reasonable person might have had based on their advertising.

You need just a little backbone, and modest choice of words.

However, if you just say, "I want a refund because I've decided I don't like it", then they are probably entirely within their rights, and you have no right to complain.

Make two calls.
One to consumer affairs in Qld - tell them your problem and get their confirmation.
One more phone call to them. Ask to speak to the manager. Tell them you've spoken to consumer affairs and because the item is not fit for purpose you want a refund and have been told you can get one. They will sort it out straight away, I am sure.
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FollowupID: 569488

Follow Up By: Member - Jason - Monday, May 12, 2008 at 08:13

Monday, May 12, 2008 at 08:13
Thanks VA,
I have decided to pursue the matter with the advice i have been given. Hopefully it's just a storm in a tea cup.
Thanks again.
Jason
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FollowupID: 569496

Reply By: Member - Olcoolone (S.A) - Sunday, May 11, 2008 at 12:41

Sunday, May 11, 2008 at 12:41
Jason, firstly you should of not bought a thermo-electric fridge, we sell very few of them and do not recommend them to our customers.

The second thing if Waeco advertisers that a product will run of 12 volts and it doesn't then you have a claim for a product that is 'not fit for purpose" namely it will NOT run of a 12 volt supply.

Waeco still have warrant the product even if you brought it through their second shop.

The problem is if you deal direct of a manufacturer you are dealing with the manufacturer only and you do not have the support of a dealer who may go in and bat for you!

Check with your local consumer affairs because there are still statuary warrants that do apply...even if a manufacturer or dealer says they don't or try and change the warrant out side your rights.

It is very very difficult to get around consumer laws.

Regards Richard
AnswerID: 303221

Reply By: Top End Explorer Tours - Sunday, May 11, 2008 at 13:06

Sunday, May 11, 2008 at 13:06
Jason I think you are sending mixed messages, on a different thread you told Avan Adelaide that what he wrote about bagging companies on an public forum was well written, yet here you are bad mouthing Waeco, for what I believe is probable your fault.

Lets nut out the facts.

1 : Did you ask the salesman/woman if this would do what you want ?

2 : Did you take a quick look and said this is cheap I'll grab that, then latter find out it wasn't what you wanted ?

3 : Did you tell the salesman/woman what you wanted and they gave you this product that wasn't what you wanted ?

4 : Did you research the product before you went there or did you research it while you were there ?

5 : Does it work on 12v but not the way you thought it might, and now you are disappointed, because you didn't research the product properly.

When I buy something of expense I research what I want, then I look for the product that suits what I want, then I buy the right product for the job.

I wouldn't buy a product from an out let because it looked good on the day, then take it back tomorrow because it wasn't what I thought it was.

Cheers Steve.
AnswerID: 303224

Follow Up By: Member - Jason - Sunday, May 11, 2008 at 14:23

Sunday, May 11, 2008 at 14:23
Thanks for your comments Steve, however, i think you are confused. I did write that i made a mistake in buying that product but IT WAS ADVERTISED AS A 240V/12V COOLER AND IT DOES NOT 'START OPERATING' UNLESS IT HAS 13.1 VOLTS. That is my complaint.
If you are still confused, please read my threads more closely.

In regards to my reply 'well written', i am not in conflict - i am not bagging Waeco products, I am disappointed at their response to my complaint.

Cheers
Jason
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FollowupID: 569360

Follow Up By: Top End Explorer Tours - Sunday, May 11, 2008 at 14:48

Sunday, May 11, 2008 at 14:48
Firstly I did read you post properly, secondly there is no need to YELL thirdly you are bagging the company which is what the other tread was about.

Does it work on 12v yes then there is no false advertising.

Is there a reason you didn't answer the questions I asked ?

Cheers Steve.
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FollowupID: 569368

Follow Up By: Member - Jason - Sunday, May 11, 2008 at 17:40

Sunday, May 11, 2008 at 17:40
Hi Steve,
I wasn't yelling, just trying to get a point across. It does not 'start' on 12v, it needs at least 13.1v before it will operate (even the technician told me that when i took it back - he even said that they (technicians) have warned the sales staff to make that point clear), finally I didn't think i HAD to answer your questions.
As i said, i'm not bagging Waeco products just the service. Accepting that or not is your choice.

Cheers
Jason
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FollowupID: 569391

Follow Up By: Best Off Road - Sunday, May 11, 2008 at 20:43

Sunday, May 11, 2008 at 20:43
Steve,

Jason said it DID NOT run on 12 volt.

It doesn't do what it is sold to him to do.

Very simple.

And why would he answer your totally IRRELVANT questions?

Jim

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FollowupID: 569434

Follow Up By: Member - Jason - Monday, May 12, 2008 at 07:07

Monday, May 12, 2008 at 07:07
Hi Jim,

Thanks for that. I thought I may have been typing in a different language there for a while. lol

Thanks again

Jason
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FollowupID: 569481

Follow Up By: Rossco td105 - Monday, May 12, 2008 at 22:03

Monday, May 12, 2008 at 22:03
G'day guys,

I would like to think that a shop(any product) would be able to give all the information about a product without me having to completely research said product before I walked through the front door. I know this has nothing to do with price etc...

I guess such product knowledge/assistance is becoming harder to find these days.

Sounds like the product doesn't perform in the way you would reasonably expect it to.

Good luck,

Ross.
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FollowupID: 569617

Reply By: Member - John W (WA) - Sunday, May 11, 2008 at 13:54

Sunday, May 11, 2008 at 13:54
have you checked the slide switch for
LOW MED HIGH
AnswerID: 303236

Follow Up By: Hairy (NT) - Sunday, May 11, 2008 at 14:45

Sunday, May 11, 2008 at 14:45
Yes. Thats what Im thinking. He may have it set to cut out at 13.1.
If not...like Jim said..If it doesnt do the job it is advertised to do you're entitled to a refund.

Cheers
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FollowupID: 569366

Follow Up By: Member - Jason - Sunday, May 11, 2008 at 17:50

Sunday, May 11, 2008 at 17:50
Hi guys,
This particular cooler doesn't have any switches on it other than 'off' & 'cool' - The waeco technician even said it needs to draw 13.1v before it will start. As i have had to explain to others, i know i bought the wrong product but it does say 12v & that's just not right.
Thanks of the tips though.
Cheers
Jason
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FollowupID: 569394

Reply By: Member - Frank (QLD) - Sunday, May 11, 2008 at 19:42

Sunday, May 11, 2008 at 19:42
Firslty, let me say that I have always fond Waeco EXCELLENT to deal with.

Not only from a pre-sales point of view but also a POST Sales point of view.

I have bought a lot of fridges over the years from them also and do not have any personal relationships that make them treat me any different from anyone else in the public.

I would be surprised if it wont start the motor without 31.1 Volts.

If this is the case, then legally, they MUST give you an alternative solution under the trade practices act. There is a section you should quote to them called "NOT FIT FOR THE PURPOSE FOR WHICH IT WAS SOLD"

It is up to the sales person to prove that they advised you that it would NOT work in the way that you intended to use the product at the time of purchase.

Go back there - ask for someone reasonably senior - find out if the person you spoke to Is in fact correct in that it is supposed to require 13.1V to start - if that is a FACT - then quote the above and ask for an upgrade or your money back.


AnswerID: 303295

Follow Up By: oldtrack123 - Sunday, May 11, 2008 at 21:03

Sunday, May 11, 2008 at 21:03
Hi Frank
Jason said it is a thermo elect fridge ,it does not have a moter!!
It does not need under or over voltage protection for itself but it may be designed as said early to protect battery when engine not running,agood idea really.
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FollowupID: 569437

Reply By: Member - Frank (QLD) - Sunday, May 11, 2008 at 21:12

Sunday, May 11, 2008 at 21:12
Hi Jason,

IF that is what the issue is - then yes it is a good idea but what would be better is a switch to turn that feature on or off - for users who might be running it straight off a battery when there is no charger or alternator on it...

Either way - if it is not fit for the purpose for which it was sold - then he is entitled to his money back - so he can spend more money on a real fridge :)
AnswerID: 303326

Follow Up By: Member - Jason - Monday, May 12, 2008 at 07:12

Monday, May 12, 2008 at 07:12
Hi Frank,

A real fridge is the go - I have an Engel & thought a second (cheaper) fridge would get me by ......wrong.....lesson learned.

Cheers

Jason
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FollowupID: 569483

Reply By: Member - Jason - Wednesday, May 14, 2008 at 16:36

Wednesday, May 14, 2008 at 16:36
Hi all,

Waeco have refunded me the full cost of the cooler as a 'one off' situation.
My intention was never to bag the company, I was just disappointed in my initial response.
Thanks to all your responses.
A happy ending all round.
Cheers
Jason
AnswerID: 303771

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