Tech Repair Outpost - Terms of Service
Prescribed requirements for repairs of consumer goods.
A repairer of goods (whether or not this is the supplier) must notify the consumer of particular information before accepting the goods for repair, as follows:
• The repairer must tell the consumer if the repairer intends to replace defective goods with refurbished goods of the same type rather than repairing the problem with the original goods, or to use refurbished parts to repair the goods. The ACL Regulations prescribe certain wording about refurbished goods. The wording is as follows: Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods
• For goods capable of storing data created by the user of the goods (user-generated data), the repairer must advise the consumer that repairing the goods may result in loss of the data. User-generated data includes, for example, songs, photos, telephone numbers and electronic documents. Repairers who fail to provide this notice may face:
• a civil penalty of $50,000 for a body corporate or $10,000 for an individual.
• a criminal penalty for the same amount.
• an infringement notice with a penalty of $10,800 for a body corporate or $2,160 for an individual.
• legal action (for example, an injunction) by either a consumer protection agency or the consumer. ACL reference: section 103, Regulation 91.
‘Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.’ ACL reference: Regulation 90
Consumers will usually deal with suppliers but may sometimes ask the manufacturer to fix a problem. Manufacturers are responsible for meeting certain consumer guarantees. A manufacturer includes a person or business that:
• makes or puts goods together.
• has their name on the goods; or
• imports the goods (if the maker does not have a place of business in Australia).
a. A priority appointment entitles the customer to 30 minutes of time where your device
will be looked at and diagnosed. At the end of the appointment, the customer will be
given an exact quote of how much the repair will cost, if the device is fixable in the 30
minute window it will be. If the cost would be more than the quote, the repair will only
charge a maximum of the quote, unless
i. There is discovered water damage – at which point the appointment is void and the technician will discuss the options moving forward.
ii. Once fixed there is an unrelated unexpected issue. Eg. A laptop comes in with no power, once fixed for the quoted amount, the data is corrupted and needs a new HDD, if this happens, the customer is entitled to cancel the repair, but will still need to pay the priority appointment fee.
b. The customer agrees to pay the priority fee if they choose to not go with the quoted price, as the technician has done the work required.
c. If the customer goes with the quoted service, the priority fee comes out of the quoted service.
d. If the technician cannot diagnose the issue, there will be no charge
a. Quotes are valid up to 1 calendar month from the quoted date.
b. Quotes cannot be swapped between similar items, and only usable if the item is in the
same condition. E.g.
i. Cost of replacing a CUH-12xx powercard cannot be used to replace a CUH-11xx powercard
A quoted replacement for a laptop screen (small crack) on the 1st, and the laptop comes back on the 15th with completely smashed top half, is a different price
3. Charges and Payment
a. If the customer leaves a device for a quote, without having a priority appointment, and doesn’t want to go with quoted price, there is no charge
b. If a customer gets a quote with a priority appointment, unlesss the case of 1.d., the customer must pay the appointment cost before picking up the device
c. If payment is due, customer has to pay before picking up the device
4. Defaulting Payment or Pickup
a. If the customer doesn’t wish to pay the repair cost upon pickup after agreeing verbally
to a price, the device will either:
i. Have the replacement parts replaced with the original (broken) parts and returned to the customer
ii. In the event of water damage or data repair, payment will be required as stated on the receipt.
b. If the customer Pays for device repair, they have 3 months to pickup device before it is forfeit
c. If the customer hasn’t paid for device repair, they have 1 month before it will be returned to original state, with quote no longer being valid, and after 3 months it will be stripped for parts to compensate for time
a. Tech Repair Outpost is both insured as Supplier and Manufacturer for the work it does
a. Warranties are repair specific; all work has warranties based of Australian Consumer Law
7. Customer Responsibilities
a. Use devices as intended, and uses outside of intended use should be told to the technician to see if the service is acceptable.
b. Otherwise “intended use” under Australian Consumer Law applies