I purchased a KVM switch (EDIMAX EK-2U2C) from MSY Malvern a few weeks ago. It's only $22. Not exactly a fortune, but what happened sharply diminished the MSY brand in my mind.
The experience has expressed to me the following MSY values: 1) MSY does not trust customers; 2) ignores the law when customers are proven right; and 3) use tactics to keep the money at all cost.
The KVM switch did not work out of the box. I spent a bit of time trying to commission then debug it (using two pairs of computers and two sets of keyboard/mouse peripherals). I returned the unit a week after purchase for refund. MSY tested the KVM using one computer. I explained to MSY that more than one computer is required. MSY declared the unit functional and refused to refund or exchange.
MSY suggested that the only thing is to return to their supplier for testing. This was done. Two weeks later the unit was replaced with a new sealed unit by the supplier. The failed unit and the delay meant that another KVM had to be sourced elsewhere to complete the job.
On revisiting MSY on this matter I asked for a refund or store credit to exchange for something else as another solution had been deployed, I didn't need the unit anymore and the replacement unit was sealed suitable for restocking.
MSY refused insisting that I can only take the unit. MSY explained that this unit came from warranty and could not be put back into stock... different system; that I had entered into an agreement which prohibits refund. MSY asked me to sign for the goods if I want to take the unit. MSY advised that I do not have to take the unit but their liability for holding unit is limited to 48 days. MSY suggested that I could sell the unit to which I immediately offered it to the MSY customer standing next to me for $15 but he was speechless.
The MSY web site links to http://www.accc.gov.au/system/files/Refunds%20and%20remedies%20counter%20display.pdf as its "Your Rights" link at the foot of the MSY home page. This document states "...you can choose a refund or exchange if an item has a major problem. This is when the item:... has a problem that would have stopped someone from buying the item if they had known about it..."
Dear reader I'll let you decide whether the right to refund exists given these facts and to determine for yourself whether MSY had acted unconscionably. I've lost three hours of my life and taken three unnecessary trips to the stores because of this episode. Could this happen to you? Shopping elsewhere sends a strong signal to shopkeepers and I commend this course of action to you.
Anyone want to buy a KVM? It's new in a sealed box! Having seen one failed unit there is now an even better chance that this unit inside will... might.. work. Now... that's something! Hmm... but then again maybe MSY's refusal to restock it also says something about the unit itself.
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The experience has expressed to me the following MSY values: 1) MSY does not trust customers; 2) ignores the law when customers are proven right; and 3) use tactics to keep the money at all cost.
The KVM switch did not work out of the box. I spent a bit of time trying to commission then debug it (using two pairs of computers and two sets of keyboard/mouse peripherals). I returned the unit a week after purchase for refund. MSY tested the KVM using one computer. I explained to MSY that more than one computer is required. MSY declared the unit functional and refused to refund or exchange.
MSY suggested that the only thing is to return to their supplier for testing. This was done. Two weeks later the unit was replaced with a new sealed unit by the supplier. The failed unit and the delay meant that another KVM had to be sourced elsewhere to complete the job.
On revisiting MSY on this matter I asked for a refund or store credit to exchange for something else as another solution had been deployed, I didn't need the unit anymore and the replacement unit was sealed suitable for restocking.
MSY refused insisting that I can only take the unit. MSY explained that this unit came from warranty and could not be put back into stock... different system; that I had entered into an agreement which prohibits refund. MSY asked me to sign for the goods if I want to take the unit. MSY advised that I do not have to take the unit but their liability for holding unit is limited to 48 days. MSY suggested that I could sell the unit to which I immediately offered it to the MSY customer standing next to me for $15 but he was speechless.
The MSY web site links to http://www.accc.gov.au/system/files/Refunds%20and%20remedies%20counter%20display.pdf as its "Your Rights" link at the foot of the MSY home page. This document states "...you can choose a refund or exchange if an item has a major problem. This is when the item:... has a problem that would have stopped someone from buying the item if they had known about it..."
Dear reader I'll let you decide whether the right to refund exists given these facts and to determine for yourself whether MSY had acted unconscionably. I've lost three hours of my life and taken three unnecessary trips to the stores because of this episode. Could this happen to you? Shopping elsewhere sends a strong signal to shopkeepers and I commend this course of action to you.
Anyone want to buy a KVM? It's new in a sealed box! Having seen one failed unit there is now an even better chance that this unit inside will... might.. work. Now... that's something! Hmm... but then again maybe MSY's refusal to restock it also says something about the unit itself.