Purpose
This article provides guidance on how Customer Service Representatives (CSRs) should evaluate and process warranty claims in compliance with Australian Consumer Law (ACL) and Mechanix Wear’s warranty policy.
1. Core Principles – Australian Consumer Law (ACL)
Customers are entitled to consumer guarantees that cannot be excluded.
Products must be:
of acceptable quality,
fit for purpose, and
match their description.
Major failure → Customer chooses replacement or refund.
Minor failure → Mechanix Wear or the retailer may choose repair or replacement.
Important: Customers must always be directed back to their place of purchase first to lodge a warranty claim.
2. Mechanix Wear Warranty Overview
Warranty Type: Replacement on presentation of valid receipt.
Not Covered: Normal wear & tear, misuse, or damage from improper use.
Covered: Defects in materials and workmanship (e.g., stitching failure under normal use).
Customer Direction: Always advise customers to return to their place of purchase first. Mechanix Wear will only intervene if the retailer cannot reasonably resolve the issue.
3. Claim Handling Process
Step 1: Direct to Place of Purchase
Inform customer that claims must be initiated with the retailer.
Provide retailer details if available (e.g., Bunnings, Blackwoods, distributor).
Step 2: If Claim Is Escalated to Mechanix Wear
Collect customer details and proof of purchase.
Gather product and defect information.
Assess claim:
Wear & tear → Not covered.
Defect/fault under normal use → Covered.
Step 3: Apply ACL Criteria
Major failure: Offer refund or replacement (customer chooses).
Minor failure: Provide replacement. If impractical, refund may apply.
Step 4: Process Valid Claims
Arrange replacement product or refund.
Log claim in CRM and update Freshdesk ticket.
Escalate complex claims to Operations Manager.
4. CSR Responsibilities
Always redirect to retailer first.
Communicate clearly and empathetically with customers.
Explain exclusions (wear & tear, misuse).
Document claims accurately in Freshdesk.
Escalate unusual cases (repeat failures, high-value claims).
5. Quick Reference Examples
Gloves worn out after 18 months heavy use → Not covered (wear & tear).
Stitching fails after 1 month normal use → Covered (replacement/refund).
Customer contacts Mechanix Wear directly without approaching retailer → Direct to retailer/place of purchase.
6. Training & Resources
ACCC ACL Online Training: Required annually for CSRs.
Internal Tools:
Freshdesk → Ticket handling.
CRM → Claim tracking.
This KB Article → Step-by-step guide.