Yo I purchased an Apple HomePod mini speaker in February 2023. I want it to reliably play audio through my iPhone and it doesn’t and won’t work with our standard wifi network. We’ve followed help documents, forums, and advice from Apple support – nothing helped, but we’ve learned that thousands of people around the world are having the same problem. We’ve asked Apple for a refund under Australian consumer law, but they’ve refused. They expect us to make a three-hour round trip to an Apple store, which they obviously won’t be able to do. to replicate our home network. Am I entitled to a refund?
– Simone, South Australia
Kat says: It’s very frustrating when things don’t work the way they should. The short answer to your question is that yes, you are entitled to a refund, but Apple may also offer you a replacement.
In your case, it seems that the product you purchased does not work as expected according to the statements made by Apple. A quick look at the HomePod mini page on Apple’s website It makes a few things clear: the product is supposed to be a “seamless” and “effortless” addition to your smart home. There’s nothing on the page (which is apparently the sales pitch) that suggests the product won’t work with some Wi-Fi networks. Not even in the fine print.
There is nothing in the Troubleshooting page to suggest that the product is incompatible with some networks.
Under Australian consumer law, “any information or claims a business makes about its products or services must be accurate, truthful and based on reasonable grounds,” which includes “claims about the value, benefits, qualities or performance of products and services.”
This means you are entitled to a repair, replacement, or refund. The problem is that Apple has the right to evaluate the product before offering you one of those solutions. Apple also has the right to ask you to return the product for evaluation.
It could be argued that the product you have been sold has a “major problem”, which the ACCC says is “either a major problem or several minor problems that would cause someone to not buy the product if they knew about them in advance” or that the product “cannot be used for its normal purpose.” When it is a major problem, you are entitled to a refund or replacement.
You have the right to return the product if you believe it is faulty. However, under Australian consumer law, it is your responsibility to return products that can be mailed or returned easily.
In your case, I would suggest negotiating with Apple to have the product mailed to you (note that it does not have to be in its original packaging). This will save you the long trip to the store. Keep your shipping receipts – if a product is found to be defective, the company that sold it is responsible for paying for shipping. refund you for the reasonable costs associated with the return.
If I were you, I would push hard for a refund rather than a replacement, given that this is a known issue with the product that has not been able to be fixed through standard troubleshooting. Please put this in writing to Apple and contact the store directly to speak to customer service.
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If this does not work, you can contact South Australian Consumer and Business Services to seek further advice or make a complaint.
All in all, I think you have clear rights in this case. Unfortunately, it may take you a little more time and effort to claim what you are entitled to under Australian consumer law.
Guardian Australia has contacted Apple for comment but they did not respond to our questions by deadline.
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