Westinghouse WBE5300SB (528L, Stainless Steel, Recessed Handle) Questions & Answers

Contact the retailer you bought it from. They are responsible for any defective/faulty issues on items one buys in Australia, not the manufacturer. You do NOT have to contact and deal with the manufacturer, the retailer will liaise between you both IF necessary. Keep in mind more than 80% of Australian businesses are ignorant of Australian Consumer Rights and how the repair, replacement or refund process actually works.

Highly advisable to learn from the ACCC's website in advance if the need ever arises so you are well-prepared. Having a print-out with you for reference sake and/or to read aloud is wise as well. Speak confidently, calmly and assertively - not being a doormat or being aggressive. Help them understand your dilemma and that you need their help to resolve this, and they are obligated to do so according to the law. If they’re uncooperative, ask to speak with the general manager of the store (their boss) and insist upon it.

If they ARE the general manager, and still uncooperative, tactfully remind them that no one has to be further inconvenienced or lose precious time by dealing with a complaint lodged with your state’s government Fair Trading office. Because that is your last recourse if absolutely necessary. It’s much easier, faster and painless to organize an acceptable remedy right there and then for everyone involved. Remind them that customer loyalty is a two way street.

This WESTINGHOUSE 528L Bottom Mount Refrigerator automatically comes with a 2 year manufacturers warranty. Besides that, the Australian Consumers Guarantee (ACCC website) over-rides all warranties anyway.

A refrigerator is the most important appliance in the home and is naturally expected to have longevity longer than the manufacturer's warranty. Otherwise, for example they'd have to basically advertise 'this product will only last 2 years'. That's also why it's inadvisable and unnecessary to waste money on extended warranties, because you the consumer are already covered for this by the ACCC.

Reference from the ACCC's website https://www.accc.gov.au/consumers/consumer-rights-guarantees

"Warranties are separate from your automatic consumer guarantees. The consumer guarantees which apply regardless of any warranties suppliers sell or give to you, apply for a reasonable time depending on the nature of the goods or services. This means consumer guarantees may continue to apply after the time period for the warranty has expired."

E.g. Quoted from the QLD Office of Fair Trading website:

"If a product or service fails to meet a consumer guarantee, you have rights against the business to have the fault remedied. The type of remedy that you can ask for depends on whether the problem is classed as either a major or a minor problem.

A major problem with a product is when:

you would not have bought the product if you had known about the problem

the product is significantly different from the description, sample or demonstration model shown to you

the product is substantially unfit for its normal purpose, or for the purpose you told the business you wanted it for

the product is unsafe.

For a product, if the problem is major, you can:

reject the product and get a refund

reject the product and get an identical replacement, or one of similar value

keep the product and claim compensation for the drop in value caused by the problem.

For a major failure, you the consumer can choose which option to take. The business cannot specify which option you must accept.”