I have a pair of Beats earphones that I received as a Christmas gift three years ago. Apple once replaced them for free when they developed a fault during the warranty period. Recently, one earbud has stopped working. I went to an authorized Apple repair service, and they informed me that the repair cost is nearly as much as buying a new pair of earphones. This feels pointless since I only want to fix a single broken earbud. I’m also curious if there is an inclination towards lower repair costs to encourage device repairs over outright replacements.
– Alana, Victoria
Cat George says: With Australia facing increasing e-waste challenges, it’s appropriate to question the tech industry’s throwaway culture. Australians generated 511,000 tons of e-waste in 2019, and the government estimates a 30% rise by 2030.
Firstly, consider whether you’re bearing the repair costs or if you should just replace them. Your consumer rights extend beyond the assurances given by the retailer; the Consumer Guarantee is available under Australian Consumer Law.
The consumer warranty cannot be substituted with the product warranty. The warranty provided to the product is an addition to the consumer warranty.
The Consumer Guarantee stipulates that the product must be of “acceptable quality and durability.” This implies the product should “last long enough to perform its intended function for a reasonable period.” For Beats earbuds, anecdotal evidence from Google searches suggests this span could be between three and five years.
For instance, unless you’ve used the Beats in a manner other than intended, such as using them as a doorstop or causing damage, the consumer warranty is applicable.
If applicable, since your Beats have already been replaced, the Consumer Guarantee applies to exchanges similar to the original product. This suggests that from the date of replacement, the exchanged Beats should meet standard quality and durability expectations.
This entitlement ensures that you have full protection under Australian Consumer Law for replacement products, including exchanges, refunds, or repairs.
Instead of opting for an authorized repair service, it might be worthwhile to approach Apple directly. Contact Apple’s Customer Service and present your situation in writing, detailing your purchase and initial exchange. Make sure to inform Apple that they are responsible for the faulty product and that you wish to have it repaired.
Apple can either offer to repair your product (at no cost) or refund the repair costs. Regardless, any agreement must be reached with Apple before proceeding with any repairs on your Beats.
Should Apple decline to assist with repairs, consider reaching out to the ACCC or Consumer Affairs Victoria. One of these consumer advocacy organizations may be able to intervene and communicate with Apple on your behalf to resolve the issue.
Ultimately, your recourse is through the Victorian Civil and Administrative Tribunal (VCAT). VCAT can be a costly and time-consuming process, so it may not be worth pursuing for earphones unless it’s a matter of principle.
Ask Kat
Are there any issues concerning Australian consumers seeking advice from Kat? Please fill out the form below to share your concerns.
Source: www.theguardian.com
