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本帖最后由 mittag 于 2012-12-21 23:21 编辑
在这里也提醒大家一下某些不良商家不知道是有意还是无意的损害消费者行为的做法：
红字部分是厂家给我回信的内容
"Please note I also have noted your warranty has not been registered with us as we have not received your completed warranty card."
我们买琴的时候，有一张保修卡，是在一个信封里的保修单下方的，当时没有任何人提醒我们需要注册这张卡片，包括我们阅读过整张保修单，也没有发现有字样显示“请在xx日期前注册你的保修卡”，通常买电器等大件保修是付款后就生效了，不需要另外注册，但是在厂家的邮件里提到我们没有注册保修，尽管我表示很愕然，而且在看过一遍保修单也没有找到限期条款，但是保险起见我们还是决定在收到下一台琴的时候就注册上。
在澳洲的消费者保护条例上，保修是付款之后就生效的，而且有有基本的保修标准，比如你修的时候不能破坏其他部分等等。
If the piano had the issue upon delivery you should have contacted the dealership (Austral Pianos) you purchased the piano with in the 14 day period. Due to this we have no liability to replace or repair the piano.
这就是“商家陷阱”了，不是指厂家，而是指卖给我琴的琴行，我不知道他们是不是明知道琴有问题还卖给我，因为我以前的帖子提到过我曾经怀疑我买的琴是被卖出过退货回来的二手琴。这家我6月30日在店里付的款， 7月10号才送货到我家，这已经10天过去了，然后当天卸货的时候我就看到有块大的掉漆刮痕，当时打送货的工人说他们是专业送货公司，这台琴从仓库出来的时候就已经有这块掉漆了，他们当时为免责已经和商家联系过，商家说没事他们才送货的，他们当场让我打电话给琴行，琴行接电话的人先说这个不是一个问题，后来又改口说会让调琴师上门调琴的时候帮我看了以后才能知道到底这么回事。我当时没经验，签收了，其实当时就应该坚决不签收，把球踢回给他们。中间我又打了几次电话给琴行，质疑这块擦痕以及怀疑琴是不是新的，这家琴行最后直接说不跟我说了，让我有事直接打总部，后来我只好等调琴师上门，因为自己不懂琴，也开始有点觉得自己是不是多疑了。
之后这家指定的调琴师，8月24号才上门来调琴，大家看这前后一共都一个月时间了，而且调琴师坚称这个mark是合理的根本不是一个什么问题，任何钢琴送货的时候都有可能这样，完全不影响钢琴本身，也不愿意向琴行反映这个问题。其实现在看他们就是一伙的，怎么可能站在顾客的立场上帮外人说话。
我们在整个事件中从始至终都是第一时间反映问题，老老实实对商家和调琴师言听计从，按照KAWAI保修单上的条款（必须由厂家指定技术人员提供检验维修）没有找过其他人来检验过这台琴。甚至在调琴师来家之前这一个月中，还嘱咐孩子不要碰琴，免得弄坏了更说不清了。
但大家可以看到厂家这个送货15天内找琴行反映在我的case里根本是没有可能性的，商家一句“我们需要专人来检验这个mark”就把顾客挡在30天之后了。
我有个朋友当时在虎嫂的琴行同一时间买了一台原产日本的琴，送货就在付款的第三天，调琴就在一周之后，完全保证了消费者的利益。
I invite you to visit Austral piano to inspect a new model on their floor for the piano to be exchanged.
in your warranty condition No 8. the company will arrange through its authorised dealer/agent for a qualified piano technician to repair such defect.if it nescessary to remove the defective piano to the company's approved workshop, any transportation cost shall be borne by you provided that such defect is not covered by the consumer guarantees.
这笔送回钢琴的费用，大家可以从以下的澳大利亚消费者保护法条例中看到我们消费者是否应该承担。
The guide below was developed by:
Consumer Affairs Victoria
Australian Capital Territory Office of Regulatory Services
‘No refund’ signs（这个是我特地加上的，所谓的’商品售出，既不退换‘是不合法的）
Suppliers must be very careful about what they say to consumers and in the wording of any signs, advertisements or any other documents.
Signs that state ‘no refunds’ are unlawful, because they imply it is not possible to get a refund under any circumstance – even when there is a major problem with the goods. For the same reason, the following signs are also unlawful:
> ‘No refund on sale items’
> ‘Exchange or credit note only for return of sale items’.
However, signs that state ‘No refunds will be given if you have simply changed your mind’ are acceptable.
A supplier must not tell a consumer that they are required to pay for any rights equivalent to a consumer guarantee (See Extended warranties, page 11).
Suppliers and manufacturers guarantee that goods are of acceptable quality when sold to a consumer.
acceptable in appearance and finish （商品售出给消费者的时候需要保证质量及外观合乎标准，在以下的例子中，一台全新的烤面包机在售出的时候应当是没有任何刮痕擦伤的）
– for example, a new toaster should
be free from scratches
When the guarantee on repairs
and spare parts does not apply
A manufacturer or importer does not have to meet the guarantee on repairs and spare parts if they advised the consumer in writing, at the time of purchase, that repair facilities and spare parts would not be available after a specified time.（以书面形式在顾客付款时即告知顾客的不在保修范围内是合理的，因此如果购买到的商品有损坏，而商家并没有在顾客付款时以书面形式告知过，则需要列入保修）
A supplier must meet the consumer guarantees of providing services:（厂家必须为客户提供的服务包括：）
> with due care and skill
> which are fit for any specified purpose
> within a reasonable time (when no time is set).
This means they must:
use an acceptable level of skill or technical knowledge when providing the services, and take all necessary care to avoid loss or damage when providing the services.这条就是我家钢琴上发生的状况，技术人员根本没有一个符合标准的技术来保证服务。
Suppliers guarantee that services will be reasonably fit for any purpose
specified by the consumer and any product resulting from the services are also fit for that purpose.
The guarantee that services will be fit for a purpose, or for achieving a result made known to the supplier, does not apply to professional services provided by a qualified architect or engineer.
The supplier also guarantees to supply the service within a reasonable time. What is ‘reasonable’ will depend on the nature of the services.
ACL reference: sections 60 – 63
Consumer responsibilities
when rejecting goods
A consumer must advise the supplier if they intend to reject goods, and explain why. They must:return the rejected goods to the supplier, or ask the supplier to collect the rejected goods, if the goods cannot be returned without significant cost to the consumer.
Responsibility for returning goods
When the consumer notifies the supplier they are returning the goods, the goods become the supplier’s property.
The consumer must return the goods to the supplier unless the cost of returning, removing or transporting is significant;
for example, due to the:
> size or height of the goods, or the
way the goods are installed (if any)
> type of problem with the goods. For instance, a consumer would not usually be able to remove a light fitting that has melted and stuck to a wall.
If the cost to the consumer would be significant, the supplier must collect the goods at their own expense and within a reasonable time.
When the consumer chooses a refund The supplier must repay any money paid by the consumer for the returned goods, and return any other form of payment made by the consumer
A supplier must not:
> offer a credit note, exchange card or replacement goods instead of a refund
> refuse a refund, or reduce the amount, because the goods were not returned in the original packaging or wrapping.
A consumer will usually need to show a receipt or other ‘proof of purchase’.
When the consumer chooses a replacement
The supplier must provide goods of the same type and similar value. If such a replacement is not reasonably available, the consumer may choose a repair or a refund.
The consumer must return goods to the supplier. If this involves significant cost to the consumer, the supplier must collect the goods at their own expense
The consumer guarantees that applied to the original goods will apply to the replacements.
Remedies for minor problems with goods
If a failure of goods is not major and can be repaired within a reasonable time, the consumer cannot reject the goods and demand a refund.
They can ask the supplier to fix the problem. The supplier may choose to:
> provide a refund
> replace the goods
> fix the title to the goods, if this is the problem
> repair the goods.
Reasonable costs
If the consumer has no option but to take goods elsewhere for repair, they do not have to get the original supplier’s agreement or provide quotes. However, the supplier only has to pay the ‘reasonable costs’ of repair.
A reasonable cost would be within the normal range charged by repairers of such goods, and include:
> the cost of the repair
> any other associated costs incurred by having the goods fixed elsewhere such as transport costs.
这里我的理解是如果损坏的商品需要送到“其他的非保修指定地点修理”，消费者不需要获得厂商的许可或者估价，厂商只需要付合理的维修费用即可，这里的“合理”费用包括：维修费+因送修而支出的交通或运输费用。
我保留了这封信没有发出给KAWAI的厂家，因为陈氏琴行从中的调解我的问题已经得到了比较满意的回复，但是我把这封信还是存在了我的信箱里，其中我的解释部分我省略掉了，贴这些就是想让大家在购买任何商品的时候，有理有据的维护自己的利益。
这里有几个很有用的网站，是关于消费者保护法的，大家可以参考。
http://www.consumerlaw.gov.au/co ... uarantees_guide.pdf
http://www.accc.gov.au/content/index.phtml/itemId/3863
http://www.accc.gov.au/content/i ... 20and%20refunds.pdf
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【11月4日更新】来发一下我自己EBAY的成长日志吧 (2011-12-30) 亚の夜 
小安周末厨房---美味辣焖牛腩 (2009-3-28) aitingwang 
楼主:mittag
发表于 2012-12-21 08:56
现在我都觉得塑料比木的强，至少塑料不会热胀冷缩诶~~~你看我家的盖子。。。。
