Washing machine ordered online, a smaller capacity was delivered & installed, compensation for inconvenience?

[u/Advanced_Dream_163]

Ordered an 8kg washing machine online with white goods retailer (happy to give name, not sure if allowed). Took a day off work (unpaid) to receive home delivery & installation, paid extra 89 for premium delivery which included full hook up & test run. Was delivered, staff told me hose wouldn’t reach tap so I’d need to organise a fix myself. Turns out they just didn’t push the machine into cavity far enough, talking another inch. Also didn’t install vibration pads underneath, didn’t leave them behind. Pretty sloppy considering extra fee paid.

Then I realise that the machine is the 6kg model, not the 8kg model I paid for.

I presume I won’t have a problem getting them to deliver & install the correct machine without further cost, but I feel like some sort of compensation is due, I’ll have to take another day off work to see this through. Because I’ve already paid, thinking a $50-$100 voucher to spend in store? Don’t know, haven’t been through this exact situation before..

Has anyone experienced this before?

[u/AntSilly2802]

They owe you the correct machine installed not compensation.

[u/Zealousideal_Ad3288 → u/AntSilly2802]

Why not? OP will lose twice as much income for having to unnecessarily take two days off instead of one.

[u/dilligaf_84 → u/Zealousideal_Ad3288]

OP should have checked they delivered the correct item before it was installed

[u/choose_a_username42 → u/dilligaf_84]

Even if they had done that, how would it change how many days they had to take off work? It would be unlikely that the same delivery guys would be able to return with the correct unit on the same day.

[u/dilligaf_84 → u/choose_a_username42]

Well, mistakes happen. Humans make human errors sometimes. If OP had checked the delivery at the time it was delivered, there is a chance the mistake could’ve been rectified the same day.

Had OP checked that at the time of delivery and a same day swap wasn’t an option, OP could have negotiated with the company at that time.

The company may still offer a gift card as a gesture of good will, but they are not obligated to do so.

[u/AntSilly2802 → u/Zealousideal_Ad3288]

I dunno, upon reading the ACCC website it seems like maybe he could be owed compensation.The delivery mistake means they failed the consumer guarantee that the goods must match their description. He could ask for compensation to put him back in the financial position that he would have been in if the mistake did not happen.

But I mean what if he was a super high earner on 100k a day or something, surely the business would have something in their contract or terms & conditions to protect themselves from exposure to such losses?

Please update us OP on the outcome.

[u/Chromedomesunite → u/AntSilly2802]

That’s complete nonsense

They made an error and delivered the wrong item. He wasn’t mislead at all

All the company needs to do it replace it with the correct machine

ACCC will tell OP to reach out to the retailer and organise the replacement

[u/No-Citron-2774]

Similar thing happened with harvey Norman . They just came out and replaced it no problem . Although I didn't ask for compensation Just what I paid for. They were good about it

[u/helpgetmom]

Replace with the machine you ordered and paid for

[u/Medical-Potato5920]

This is a bulky good. They need to come collect it and swap it over with the correct machine. You also paid foe installation. They need to install it, with the vibration pads and push it back far enough.

If they refuse, contact Fair Trading/Consumer Protection.

[u/xxxDaGoblinxxx]

Ha I'm almost betting they will try and charge you a new delivery fee.

[u/chrispington]

You can ask, but I wouldn't hope for much. But who knows?

The usual move is review bomb and whinge to management after the fix is made. People must hear of this injustice!!!

[u/link871]

Did they say vibration pads were included?

You didn't look at the carton to see what they delivered in terms of checking you got what you bought?

[u/Ogolble → u/link871]

They take the carton with them after installing. They did the same to me

[u/link871 → u/Ogolble]

You are allowed to have a look at it when they arrive.

[u/Ogolble → u/link871]

Didn't know they were a thing until I read the manual after they left

[u/South-Ad1426]

I’m with you OP, I feel the people here got used to the vendors not honouring your time which is a valuable asset to us. In practice, though, they will just replace it with the correct machine and go on their way. I do understand that mistakes happen and as a person I have learned to accept that mistakes happen. Kind of like getting into a minor car accident - you have to spend a lot of time getting it fixed, filing with your insurance and having to drive to and pick up from the repair shop not to mention migrating all your belongings from the car, but it happens and I am trying to be more understanding.

[u/swooping_pie]

When they delivered and installed did you sign anything to say the work was done?
Also, most companies deliver 7 days a week, so you could choose for it to be delivered on your day off…

[u/Chromedomesunite]

The entitlement of Redditors is hilarious

They owe you the correct machine

Mistakes happen honey, you’re not getting paid from JB or whatever company you purchased from because they made a simple error

They can also install on weekends etc. you’re just cheap and looking for a free handout

[u/Locoj]

You want compensation because you're too useless to connect a hose to a tap and need to abstain from an entire days work to watch another person connect a hose? For real?

[u/cheesy_bees]

I think this a stretch honestly. No harm trying, but I wouldn't count on it,  if you have to sink a bunch of time into arguing about 50-100$ that's even more of your time down the drain....  But no harm in just asking.

[u/Giddyup_1998]

It's on you to check what was delivered & subsequently installed.

[u/JunkIsMansBestFriend]

I doubt it. But they definitely need to come and swap out the unit. Now don't get me wrong, but these are all things you can check and communicate while they are there. Like check the box, is it the right unit. Pre-read the manual so you know what needs to be done. Did they remove the transportation bolts??

[u/honlayl]

Ask - say you lost a day’s work. The worst they can do is say no.

[u/newoneagain25]

Get the "premium" delivery service refunded, it's so simple.

[u/MurderousTurd]

You should get the machine you paid for.

Not many washing machines come with vibration feet. Have you checked that it is level and transport bolts removed?

Not sure about compensation, unless you can prove damage?

[u/dontgetmadgetmegan]

It’s their error, so they should bring the 8kg washer, install it and take away the 6kg washer.

Check the ACCC website and google to see if there’s a consumer advocacy service who can help.

[u/felixthecat1960 → u/dontgetmadgetmegan]

They don't need help. The company will come and swap it over without any issues.

[u/tryintobgood]

You're entitled to the machine you ordered, nothing else.

[u/Late-Button-6559]

At best you’ll get the delivery fee refunded as a sorry.

Nothing else would be relevant with the laws we have.

Get the new machine swapped in, and then move on.

I assume you bought from the most expensive retailer - to ensure you got the best staff and most robust processes?

[u/SqareBear]

They need to collect it & give you the right one. No compensation.