Gmc Changes Policy At Bunnings

[DPB]

I don't think this has been posted elsewhere.

Today I returned a never used, never opened (still cello-wrapped) box containing a GMC Biscuit Jointer which I purchased from Bunnings 14 days ago.

I was advised that GMC has a new returns policy.

"If your product needs repairing, replacing, technical service or you simply need help, contact us on 1300 880 001. Please note that if repair or replacement is required, you must provide a valid purchase receipt. NO RECEIPT, NO FREE SERVICE. Please ensure you have these details when you call. www.gmcservice.com.au


Login name & password (if you are registered on the GMC website
First & last name
Address (residential)
Address (pick up and delivery, if different)
Contact phone numbers
Email address
Product number
Date of purchase
Was your product part of a twin/multy pack
Retailer/company bought from
Retailer state & postal code
Receipt number
The reason for the service requestNote that in my case I was not seeking a repair, or replacement. I wanted my money back. I was told that if the purchase was made more than 14 days ago, I would have to call GMC. (Fortunately, I made the deadline, so reluctantly, they gave me my money back for the returned item.)

However, apparently GMC returns or merchandise requiring service is not to be returned to Bunnings (or any other retailer from whom it was purchased). The customer must now ring GMC for further return instructions. I haven't checked this out, but I can see this as being a great inconvenience to the customer if it must go to a central service depot.

It will be interesting to see how this all pans out. I guess this policy is not dissimilar to that of other product manufacturers, but it is a great departure for GMC from a policy that won them lots of customers.:mad:

[Bob Willson]

What was your reason for returning the item?

[DPB]

What was your reason for returning the item?

I changed my mind.:)

[I_wanna_Shed]

I'm sort of in the hardware industry so I asked someone about this. Their reply was that GMC are trying to cutdown on the number of 'weekend warriors' who would purchase a tool, use it for one job over the weekend, and return it for a full refund. Apparently it was a fairly large problem.

[DPB]

I understand that, but in my case the box was unopened. Surely they have some discretion. I had to complain bitterly to convince them to take the product back. Their first position was to have me return it to GMC. Go figure...:mad:

[ozwinner]

Don, the retailer doesnt have to give you a refund just because you changed your mind.
So you did well to get a refund.

Al :)

[Gumby]

It's all related to what we've been discussing in the other thread about GMC and the weekend warriors. The baby has been thrown out with the bath water - again. :(

Don's legitimate return has got mixed up in it unfortunately.

[Sturdee]

Don's legitimate return has got mixed up in it unfortunately.


It is only a legitimate return if the packaging stated that it comes with a 30 days satisfaction guarantee.

I understand that for some time now GMC packaging has not shown that guarantee and only if you purchase old stock (old packaging) will they honour their guarantee.

Peter.

[Stuart]

Don, the retailer doesnt have to give you a refund just because you changed your mind.
So you did well to get a refund.

Al :)They do if it still has the 30 day satisfaction guarantee.

But yes- policy has changed. They are now looking to find ways of repairing the item rather than simply replacing it - don't get me wrong however- they still want repair by replacement, but instead of replacing an entire, say, lawnmower because of a broken wheel, they will replace the wheel. Granted that if the motor is gone, then the whole thing gets replaced, but why throw away an entire saw because of a broken blade tooth, when you can just replace the blade.

Bit more of a hardship, but others must have felt the same as I, that they were horrified by the apparent waste of the old system.

In DPBs case though, given the 30 day guarantee was presumably still in force, Bunnings shouldn't have caused as much of a problem as they did.

[Rossluck]

It sounds to me, DPB, that you've been caught out by this new policy. I'm sure it isn't meant to apply to cases like yours. I think that it is more of a Bunnings issue than a GMC issue, and that Bunnings should have allowed you to return it. I sympathise with you.

[Lignum]

You shoud have just taken it out of the box and got some pliers and bent the fence and taken it back and told them its rooted and you wanted your money back

[old_picker]

The reason I have bought gmc in the past was mainly because of the returns policy. Out of the gmc tools I purchased i returned only once. In future I wont bother with gmc if they are going to have that attitude. I would rather buy a qulaty [reads quality] tool for more $$. GMC was good value for money and worth the punt as you knew if it was crap it was straight back to bunnings and grab another tool.

Call gmc and await further instructions?? You cant actually deal face to face with another human???
What is this??
Computers??
Mobile phones??
Internet??

Rant ended......

[Gumby]

You shoud have just taken it out of the box and got some pliers and bent the fence and taken it back and told them its rooted and you wanted your money back

I hope you aren't serious

[Lignum]

I hope you aren't serious

Of course not. First i would have swaped the blade for an older one (but do the right thing and clean it first)

[Gumby]

Oh good, you had me worried there for a minute

[Skew ChiDAMN!!]

Personally, I don't see this as an issue with GMC at all... it's a Bunnies problem.

I've bought packs of screws from 'em which were returned a week later, unopened, 'cos they were the wrong size. I bought Triton superjaws which were returned later, unopened, 'cos SWMBO got her knickers in a twist. :rolleyes: And so on. It's not an uncommon event.

For all these items they refunded my cash as a matter of store policy (I suspect to quietly get rid of the hairy barefoot loon ASAP, as much as anything ;) ) and I'm damned sure their bloody manufacturers' warranties weren't even a minor consideration. "Give the yeti his money and put the goods back on the shelf."

So why should the brand of this unopened purchase make any difference? :confused:

[LuckyDuck]

Don, the retailer doesnt have to give you a refund just because you changed your mind.
So you did well to get a refund.

Al :)

Hey, as far as I was aware with the Fair Trading Act, we are all entitled to change our minds about anything purchased from anywhere. I understand that the magic words "it is unsuitable" is enough to gain a refund.

Does anyone know any more about this?:confused:

[duckman]

Hey, as far as I was aware with the Fair Trading Act, we are all entitled to change our minds about anything purchased from anywhere. I understand that the magic words "it is unsuitable" is enough to gain a refund.

Does anyone know any more about this?:confused:

That's not how I understand it.

I believe that we are only entitled to a refund or exchange IF the item purchased is not fit for the purpose for which it was purchased. Simply changing ones mind doesn't cut it, imo. :)

Like so many others, I was only willing to take a chance on GMC and lately Ozito because of the satisfaction guarantee but no more. I'll spend the extra $$$ as I've always done.

[Bodgy]

If the item purchased, and thence returned, is in its original packaging and un-used, I seriously doubt there is a retailer in OZ who would not exchange, at least. Probably a refund too.

This seems a tempest in a potty.

Never accept the counter hoppers verdict, talk to the manager.

[scooter]

#1 If you weren't advised of the policy at the time of purchase, just stand your ground, speak to a manager if necessary and tell them that you bought the GMC item BECAUSE of the 30 satisfaction guarantee, counting on returning the item within 30 days if you weren't satisfied.

This will be less likely as the new policy & labelling rolls out.

#2 Under fair trading I believe, as duckman mentioned, an item may be returned if it is unfit for the intended purpose. I read this as if you buy a pack of cheap batteries, 1/2 of them are flat already, they clearly cannot function as batteries so they can be returned, regardless of whether they are Duracell or 50c cheapies at the reject shop. Changing one's mind is not catered for, although many major retailers do this as part of their marketing strategy.

If an item is unopened I can't see most Bunnings managers having a problem with returning it. This latest hoo-ha with GMC may be muddying the water, but unopened you shouldn't have a problem. Be polite but firm & ask for a manager.

Bunnings have a Refund Policy. Ask to see a copy, it will help your case, trust me ;) :)


Cheers..................Sean, who is a sometime manager there :)

[Waldo]

G'day,

Like others here I've returned items back to Bunnies, either because I bought the wrong size and found out that day or days later it was wrong or ended up not needing them, as is the case with 6 x 300mm bolts I bought once, and always given a refund or the difference on a purchase.

If you're honest about what you're returning and like has already been said, this was touched in a similar fashion in the other thread. In the case of DPB he had plenty of leg to stand on.

[ubeaut]

Maybe it's Bunnies policy and not GMC's.

Rumour has it that Bunnies have handed back all or most of their GMC stock. Could just be a rumour with no truth attached to it, but what you are saying here would help in part to verify the rumour.

[Exador]

Maybe it's Bunnies policy and not GMC's.

Rumour has it that Bunnies have handed back all or most of their GMC stock. Could just be a rumour with no truth attached to it, but what you are saying here would help in part to verify the rumour.

I wouldn't be surprised if they have. The floor space taken up doesn't look like it matches the sales to me.

[Gryphon]

I have bought GMC in the past and I don't think its bad for the price. I do find it astonishing that in a thread a day ago everyone was saying that it was "unethical" to return stuff because you have changed your mind, but here people are defending the action.?!?

[Stuart]

Maybe it's Bunnies policy and not GMC's.

Rumour has it that Bunnies have handed back all or most of their GMC stock. Could just be a rumour with no truth attached to it, but what you are saying here would help in part to verify the rumour.
Wow - that'd be pretty huge. How much free space would there be in the tool shop if that happened.

[jmk89]

Wow - that'd be pretty huge. How much free space would there be in the tool shop if that happened.

I wouldn't get excited - Bunnies will probably fill it with tools that you won't want to buy (eg O##to):mad: I doubt if it will improve the quality of their offerings.

[Stuart]

Actually, I'd be pretty disappointed if it happened, as it would spell disaster for GMC, and they'd take Triton down with them.

[arose62]

Last Bunnies I was in had a large BOSCH marquee over the entrance to the tool shop, and piles of Bosch tools flanking the entrance.

And, a pile of B&D tools on their clearance table.

Made me wonder if a purchasing officer somewhere has taken someone out to a really big lunch ?? New best friends???

Cheers,
Andrew

[DPB]

I have bought GMC in the past and I don't think its bad for the price. I do find it astonishing that in a thread a day ago everyone was saying that it was "unethical" to return stuff because you have changed your mind, but here people are defending the action.?!?
I take exception to the word 'unethical' being used to describe what I did. I made no false claims, and in no way misrepresented what happened. I simply asked for a refund in exchange for a return of a product that was clearly never opened. The purchase had been made two weeks earlier, and sat in the boot of my car for the entire period. It was a current model that could have been easily been placed back on the shelf. It did not need to be inspected or tested for condition. Granted, there would have been a processing cost to Bunnings.

I fail to see how GMC is even in the picture. In my opinion getting GMC's service repair centre involved just complicates the issue. I fully appreciate Bunnings desire to put a stop to people abusing their's and GMC's returns policy, but clearly, my case was not an abuse of their policies.

Granted, Bunnings could impose a 'no-returns' policy, but this flies in the face of reasonable customer service, and no modern day retailer will survive long imposing this on its customers.

[Exador]

I take exception to the word 'ethical' being used to describe what I did.

There seems to be a fair amount of moralising going on lately around here. Let's face it, GMC made a business decision when they offered their warranty, it will be a business decision to continue with it or not; Bunnings made a business decision when they decided to stock GMC and it will be a business decision if they decide not to continue the relationship on the same level. In all honesty, what does it matter to anyone here if Bunnings decide the business case for GMC being the dominant brand supported is not strong enough any more? No one here took advantage of their warranty anyhow.:confused::p;)

If their tools are that good, they'll still get purchased and if they can't stand on their own two feet, they'll go under. I'm sure if that happened that Triton would end up in some other hands, but it would still exist. What's the fuss?

[ozwinner]

Hey, as far as I was aware with the Fair Trading Act, we are all entitled to change our minds about anything purchased from anywhere. I understand that the magic words "it is unsuitable" is enough to gain a refund.

Does anyone know any more about this?:confused:

Read it and weap. (http://www.consumer.vic.gov.au/CA256902000FE154/Lookup/CAV_Publications_Business_Information/$file/A4%20Refund%20Law%20Brochure.pdf)

Al :)

[LuckyDuck]

ozwinner, thanks for the formal information, although I don't appreciate the contents! :) I guess the whole "ask for the manager" and plead for your case is as good as it gets... regards

[scooter]

Maybe it's Bunnies policy and not GMC's.

Rumour has it that Bunnies have handed back all or most of their GMC stock. Could just be a rumour with no truth attached to it, but what you are saying here would help in part to verify the rumour.

Nup, nothing in it, just the well detailed ( :) ) changes to the warranty conditions by GMC that are being implemented by Bunnings.


Cheers..............Sean

[Bushmiller]

Whilst it may seem harsh in the light of the previous GMC/Bunnings return and guarantee policy, DPB may have been lucky to get his money back as opposed to say an exchange. It must be difficult to argue that something is unsuitable if the box is unopened and presumeably untried.

I wonder how many car dealers would be willing to take back a brand new car for the original purchase price, because it was deemed "unsuitable?"

The GMC/Bunnings policy is/was too good to be true. I don't really see how it could last on a commercial basis.

No withdrawal of exchange policy abrogates the rights of the customer against faulty goods and your rights of recourse are with the organisation selling you the goods. I feel sure you don't have to be referred to the manufacturer.

Lastly. Remember "Caveat emptor?" (Let the buyer beware)

Regards
Paul

PS. Interestingly I bought a drill pack and a jigsaw blade pack, both GMC products and both carrying their breakage warranty. The Bunnings man pointed this out to me. These are unquestionably consumeables. I think it probably is time for GMC to rethink some of their policies at least.

DPB, Glad you got satisfaction in the end. Nothing beats a good Public Relations policy.

[felixe]

I don't see the big deal.
The only time I have ever had to return a GMC product was when I bought the "platinum" angle grinder. I had to return it 3 times in 1 week, because everytime I got it home and opened it, there was a bloody part missing.:eek:
I blame bunnings for this, (the cases were not shrink wrapped) as I don't believe the kit would come from the factory missing parts, not with TQM, QA etc etc nowdays. In the end I made the tool guy open the kit in the shop and check off all the parts.
At the end of the day, they still give a 2 year replacement warranty, and they are extremely good value for money, as a weekend warrior tool!.
Besides, my SWMBO will be happy as it will cut down on impulse buys.:p

[Sturdee]

At the end of the day, they still give a 2 year replacement warranty, and they are extremely good value for money, as a weekend warrior tool!.
Besides, my SWMBO will be happy as it will cut down on impulse buys.:p


Yes it will cut down on impulse buying as now you will have to make sure that it is what you want. In itself not a bad thing.:D

But it is different from the normal Bunnings policy that allows you to return for refund items bought in excess of what you needed or wasn't what you needed when SWMBO bought it for you.:)

And it will stop people using GMC as a no cost weekend hiring place.


Peter.

[Buzza]

Since when did either GMC or Bunnings make or change rules the rules of our country or its state laws for that matter?:mad:

New goods can be returned and the money given back if asked for. At least that was law when I did my "Government assisted free business course" a couple of years back. A manager of a shop or business trying on anything else is less than trustworthy I should think.;)

The original implication in this thread is that GMC does not comply with our Australian consumer law.:mad:

[ozwinner]

New goods can be returned and the money given back if asked for.

Only if they are faulty.....not just because you changed your mind.

Did you read all of the posts here?

Read this. (http://www.consumer.vic.gov.au/CA256902000FE154/Lookup/CAV_Publications_Business_Information/$file/A4%20Refund%20Law%20Brochure.pdf)

Al :)

[coastie]

I can't for the life of me work out why GMC don't open their own dedicated stores they have a big enough product range surely to support this? Their products ,sure are built to a price point,but wouldn't it be nice to go into one store and be able to buy any of their gear ,mowers, power tools etc in one place as I don't think Bunnies carried even a smidgen of their product range!
Perhaps even a repair service?:confused:

[Stuart]

Be a bloody good idea.

[Bodgy]

I can't for the life of me work out why GMC don't open their own dedicated stores they have a big enough product range surely to support this? Their products ,sure are built to a price point,but wouldn't it be nice to go into one store and be able to buy any of their gear ,mowers, power tools etc in one place as I don't think Bunnies carried even a smidgen of their product range!
Perhaps even a repair service?:confused:

Its just not their thing. To date they have, in a very short tiime, become the premium importer and distributor of increasing quality home use power tools.

To become a retailer would add the retailers margin into their revenues but add another business layer to manage, plus the high costs of retail and the uncertainties.

You would also see some negative re-action from their existing retailers which would probably hurt their business more than their own shops would help. No retailer will stand competition from the distributor at a retail level.

I notice that they have now got their tools into the major, general stores, ie Target and Big W.

They are also growing in overseas markets, like the US.

Things are going well for them, looking after their core business. They are probably expanding as fast as they can cope with. Why jeopardise this success for a minor, complex venture in what is an already well served market?

I would think they are sticking to their knitting and continuing to build the brand.

This is only my take on the matter. Could well be wrong.

[Stuart]

No doubt all true, and well reasoned.

Still think it'd be cool to be able to walk into a store and see the whole range, all the spares, all the Triton range and all their spares as well.

Stihl do something like that, why not power tool companies (other than for Bodgy's excellent points above of course).

[Eagle]

Maybe it's Bunnies policy and not GMC's.

Rumour has it that Bunnies have handed back all or most of their GMC stock. Could just be a rumour with no truth attached to it, but what you are saying here would help in part to verify the rumour.

Its just a rumour. GMC are the third biggest supplier to Bunnings after a paint company and a company that supplies nails, screws etc. GMC supply more power tools to Bunnings than their own exclusive brand Ozito. GMC have definately not had stock sent back. I gotta say I really have a good chuckle about some of these rumours, they are really funny!!

As for the warranty it is quite simple. If the tool fails with 14 days you take it back to the store for a replacement or refund. After 14 days you deal direct with GMC where we replace the tool door to door to the end user. If the end user does not want that same tool they can get a different tool to the same value. We are all about providing a solution to the problem whether the customer has his receipt or not.

:)