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Aug 23, 2007 4:00 pm US/Eastern
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3 On Your Side: The Gadget Gamble
by Jim Donovan
PHILADELPHIA (CBS 3) ―
We certainly love our gadgets which keep us connected, like our cell phone, iPod and laptop. But what happens if you've got a problem with one of them and need to have it repaired?
3 On Your Side's Jim Donovan tells you why you could be taking a gadget gamble when you take it in or send it out for repairs.
Cristy Ortiz's wasn't about to throw away her son's new cell phone when it didn't hold a charge, so she brought it back.
"They said, we'll replace it but it's going to be another refurbished model," Ortiz said.
Cristy was surprised she was getting back someone else's repaired phone and even more surprised when that one didn't work either.
Four times she went through the process and four times she got back a refurbished model, each with the same problem.
"It was incredibly frustrating," she remembered.
For most electronic items, it's made clear in the warranty that you may receive a refurbished product as a replacement.
Why? "The consumer would be without the product for several weeks," explained Rick Goss with Electronic Industries Alliance. He says another major issue is logistics and the cost of sending it back to the consumer.
But Goss says you should receive a refurbished product that works like new. "A product that's fully functional, a product that's gone through all the testing protocols, a product that has the rest of the warranty associated with it," he explained.
And you do have rights if you get back another person's repaired model. States provide what's called the "implied warranty of merchantability."
"That's the basic right that you have to expect that a product you buy will work as it should for a reasonable period of time," explained Susan Grant with National Consumers League.
As for Cristy, when she couldn't get a phone that worked from her provider, she fought the company and got out of her contract.
Source: National Consumers League
* It's important to remember to remove your personal information from your electronic device before turning it in. Most manufacturers provide instructions in the owner's manuals, or 800 numbers. If the information is not removed, the retailer or manufacturer is supposed to remove the information before servicing the product.
* Details regarding the use of refurbished items can generally be found in the warranty.
* Consumers who receive a faulty refurbished item should first contact the retailer or manufacturer and try to resolve the problem. If they get no satisfaction, they can complain to their local or state consumer protection agency. Ultimately, they can file suit in small claims court.
Electronic Industries Alliance
www.eia.orgThe Electronics Industry Alliance maintains that beyond getting their products to consumers in a timely manner, and keeping costs down, there is also an environmental factor in the practice of using refurbished items. A tremendous amount of resources would wind up in our landfills if products were not routinely refurbished and/or remanufactured. Some companies will allow you specify that you'd like to have your own item repaired and returned. If you do get a refurbished gadget back that doesn't work, insist on a new one or your money back.
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