Gmc Changes Policy At Bunnings

**DPB** · 17th August 2006, 06:29 PM

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 request

Note 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** · 17th August 2006, 06:37 PM

What was your reason for returning the item?

**DPB** · 17th August 2006, 06:43 PM

Originally Posted by Bob Willson

What was your reason for returning the item?

I changed my mind.

**I_wanna_Shed** · 17th August 2006, 06:45 PM

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** · 17th August 2006, 06:48 PM

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** · 17th August 2006, 06:54 PM

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** · 17th August 2006, 06:58 PM

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** · 17th August 2006, 07:38 PM

Originally Posted by Gumby

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** · 17th August 2006, 07:48 PM

Originally Posted by 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

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** · 17th August 2006, 08:15 PM

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** · 17th August 2006, 08:34 PM

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** · 17th August 2006, 08:34 PM

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** · 17th August 2006, 08:36 PM

Originally Posted by 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

I hope you aren't serious

**Lignum** · 17th August 2006, 08:40 PM

Originally Posted by Gumby

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** · 17th August 2006, 08:41 PM

Oh good, you had me worried there for a minute

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