Rabbit

False Advertising, "poor customer care" – We have had to replace our old BBQ and as BBQ’s Galore have a removal service advertised on their website…

(https://www.barbequesgalore.com.au/bbq-removal-service.html?gad_source=1&gclsrc=aw.ds) they became the first retailer we considered. The only conditions were that the new BBQ was purchased in-store and the store was delivering the new BBQ and that the request for the removal of the old BBQ was made at the time of purchase of the new BBQ. A visit to the Wagga Wagga BBQ’s Galore outlet duly followed and they knew nothing about this advertised service (they stated) and when they found the information on the Wagga Wagga website they advised that as they are a franchisee they were not required to adhere to BBQ’s Galore advertised services. Two phone calls were made to BBQ’s Galore “Customer Care Team” (the italics are mine). The first call elicited no knowledge of the advertised service and was completely unsatisfactory. The second phone call confirmed the advertised service existed and the action of the Wagga Wagga outlet would be taken up with Management. An undertaking to ring me back with a progress update did not materialise A subsequent email to the same customer care team remains unanswered I ended up following Choice’s recommendation and purchased a Weber Series II. I am absolutely delighted with the purchase and we have had four BBQ’s in the past week. Apparently, some may say predictably, BBQ’s Galore do not stock Webers.

Thanks AGL – I effected (or so I thought) a transfer of my electricity from my old provider to AGL. The same day I received an email of welcome and was encouraged to visit My Account on the…

AGL website. I was unable to do so and the phone call I had to seek assistance prompted me to ask to be put through to their IT security team (advised none existed), then to a supervisor (advised none existed). An email containing my agreement details and terms and conditions arrived the following day as did an SMS to advise that the transfer between suppliers would occur on 7 March 2024 A total of three phone calls and two extended chat sessions occurred with AGL from 2 March to 7 March occurred revolving around my inability to access AGL’s on line My Account facility and progressively, informed me that AGL had incorrectly entered my date of birth, my email address and that they were going to do a new connection on site rather than a straight transfer through my smart meter. On 7 March it was revealed that the transfer had been cancelled and would I like to have it taken up again. Conflicting advice was given in each phone call. My email to AGL entitled “First Impressions” remains unanswered. Not especially important but somehow reflective of AGL’s customer service was the review of service AGL sought at the end of the phone calls. The AGL system did not recognise the key pressed and for the exact same question the scale increased from 1 to 5 the first time to 1 to 10 5 the second time.

Failure to disclose actual pricing – I received an email to subscribe to two years of map updates for my 2019 Subaru Forester. The quoted price was $ 214 I duly took out the subscription and it was only when an…

emailed receipt was received that I noted that the price was in US dollars. The actual cost to me was $329.68 which Includes a bank Foreign Exchange fee of $9.60

I am reasonably certain that the website did not state that the price was in US dollars and the fact that Subaru Australia advised, after 4 weeks, that they would refund the extra charge ($115.60) confirms to me that the subscription was not given in US dollars.

After 19 business days from that advice, Subaru Australia are yet to make this payment even though they advised on 24 Jan to allow 7-10 business days for receipt of payment.

Any contacts from Subaru Australia have only been received after my emailing or phoning them.

The Forrester is a great vehicle but the very poor customer service by Subaru Australia has somewhat lessened the ownership experience.

The failure to clearly identify that payment was in US dollars has been reported to the ACCC.

Should Subaru Australia be monitoring this site, your case reference is 00726565.

Outstanding Service – Son rings Dad unable to start his Kia Rio that morning and suspects battery has died. Dad shops around for the special battery that will fit son’s car. Dad picks up son from work…

when his shift finishes and drives son home to his flat where both attempt to remove dead battery under torchlight. After some difficulty, both battery terminals are removed BUT battery still secured in engine bay by a bolt securing the flange at the bottom of the battery. Bolt is below the depth of the battery, and in a position such that no tools are available to loosen bolt. In desperation Father, who is a member, rings NRMA and explains situation advising that son is not an NRMA member. NRMA checks father’s NRMA membership (50 plus years) and offer to assist son free of charge. NRMA promptly attend and remove / install battery. A BIG, BIG thumbs up to the NRMA who will shortly be receiving a new member.

Buyer beware – This commentary has been previously shared with the CHOICE community, and I have not amended the item for this website. "In November 2019, I had occasion to contribute to the…

topic “Replacing Gas Hot Water and Heating”. My observation was” I changed from a gas continuous (?) hot water system to a gas instantaneous hot water system for a cost of $1320. Massive reduction in gas cost! Only downside is the 10-15 sec delay for the hot water to arrive.” Fast forward to January 2021, or as Rheem Australia would say, 10 months outside warranty period. (except for heat exchanger). No hot water, indeed no water from hot water tap on three occasions in seven days. I have my local, and trusted, plumber come on two occasions (at $121 per occasion) who flushes system and cleans filter. Eventually decide to contact Rheem Australia regarding possible warranty issues and Rheem arrange to get their only accredited Rheem Plumber in Wagga Wagga to investigate. On 18 Jan 2021 Plumber is able to diagnose issue over the phone without inspecting unit and advises replacement of a certain part. (Even did not need a video stream). Quoted $385. I ask how long before replacement part will be available and here, I’m truly blessed because he has the part available and can be at my place in 30 minutes. I do admit to some hesitation at this point, as sight unseen a remedy is available and an expensive part is on hand. However, he advises it is not an uncommon issue with Wagga Wagga’s hard water and even though the suggestion of known issue and fit for purpose considerations flash through my mind I agree for the Rheem authorised plumber to replace part. Price quoted is exclusive of GST so total bill is $423.50. Add $242 for my previous own Plumber’s visits and I have just outlaid a further 50.4% of original purchase price for a gas instantaneous hot water system not yet four years old. I did keep the part replaced, being, in my eyes, pristine. To my question to the Rheem Plumber about how good are Rheem I am advised that the Rheem authorised Plumber was once one employed by Rheem, and yes, they did have issues with a batch of 2016 manufactured units. How good does this get? My unit was manufactured in (drum roll) 2016 but installed on 1 March 2017. After two days of discomfort, I ring Rheem warranty people on 20 Jan 2021 and I am put through to their customer service representative for the day, [Name Removed], as [Name Removed] is away. At [Name Removed] request, I email copies of the authorised Rheem plumbers’ invoice and proof of payment of same. Over phone service was excellent and the requests made to provide documentation encouraging. Foolishly I anticipated a reply phone call on the following day. Today, 4 working days later I attempt to ring [Name Removed] but can only leave a message. You guessed it, no subsequent phone call. So, what does one do, having previously advised fellow Choice members of the benefit of a continuous flow gas water heater system. The unit I bought was a 26 litre Rheem."

PS Water temperature is inconsistent, and takes 15 secs. plus to deliver heated water.