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Mwave: ACCC situation “positive” for the company

Customers are being offered free shipping of orders conducted within 36 hours starting from March 19 at 12pm till March 20 midnight

Mwave’s recent drama with the Australian Competition and Consumer Commission (ACCC) has done it some good, according to the online retailer.

ACCC took out a court enforceable undertaking against Mwave this month for making misleading claims on the company’s website about consumer rights regarding warranties and returns for products sold.

Mwave claims it was all a big misunderstanding and had rectified the issue when the consumer watchdog approached the retailer nine months ago. To combat the issue, the company has re-written its policy clearly and is co-operating with the ACCC.

Mwave marketing manager, Steve Grant, said the company has since received good feedback from customers.

“We’ve actually found there is surprisingly good feedback in how we responded to the ACCC undertaking,” he said. “We’ve been quite upfront and transparent and we’ve found people have been very good natured about it.

“It’s actually been a positive situation for us. We’ve learnt from it and it can serve to improve our processes now and in the future.”

As a ‘goodwill’ gesture, Mwave is offering 36 hours of free shipping for customers shopping on its website and applies to purchases made from 12pm on March 19 to midnight on March 20.

“It’s a good faith measure to show we’re completely fair dinkum in saying [the ACCC issue] was an honest mistake and to show consumers just how strongly we feel about it,” Grant said.

Nominations for the 2012 ARN IT Industry Awards open on Tuesday, June 12.

More about: ACCC, Australian Competition and Consumer Commission, Mwave
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Comments

1

Eric

Tue 23/03/2010 - 09:27

Mwave are the unlucky ones to be targeted, as 90% of retailers are even worse at the returns policy. ACCC sould be looking at alot more computer retailers and investigate.

2

Grant

Tue 23/03/2010 - 13:37

Unlucky? Don't be so naive. Any company that blatantly disregards basic consumer rights in this country should expect to be taken to task by the "consumer watchdog."

These guys are not first-time business operators; there is no honest excuse for their actions, as the ACCC duly found.

Here's to more ACCC crackdowns!

3

Dissatisfied MWave customer

Tue 23/03/2010 - 18:13

Just that other day MWave told me to talk to the supplier regarding faulty components. This was after they signed the undertaking with the ACCC.

Steve Grant says "it was an honest mistake".

Well, HONESTLY, they are still making the same MISTAKE.

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