Australian Consumers’ Perceptions and Attitudes towards Repair of Digital Goods, Warranties and Product Lifespan

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Wiseman, Leanne
Kariyawasam, Kanchana
Ruiz, Pamela Saleme
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2022
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Abstract

Increasingly, manufacturers are embedding our everyday smart goods such as fridges, washing machines, computers and smartphones with computer software with digital locks that prevent consumers from repairing or seeking third-party repairs when these devices malfunction or stop working. Contributing to this problem are the complex licences that accompany these goods that also place restrictions on seeking repair outside the manufacturer’s authorised network. The use of these licences is creating tension between Australian consumers’ general understanding of product warranties and their legal rights under the Australian Consumer Law (‘ACL’). While consumers have the ability to seek manufacturer repairs under the ACL, many consumers are not familiar with these legal rights and tend to rely on the product warranties provided by manufacturers to seek redress when the product fails. This view was also supported in the findings of the recent Productivity Commission’s Right to Repair report. Australian consumers’ attitudes to the repairability of their smart goods and their understanding of their rights under the ACL and the relationship between manufacturers’ warranties are the focus of this article. In this article, we explore Australian consumer law protections around repair as well as Australian consumers’ perceptions of their ability to repair their smart goods, their products’ warranties and lifespans through an empirical quantitative online survey that was undertaken on consumer perceptions of repairability, products’ warranties and lifespans.

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Competition and Consumer Law Journal

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29

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2

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FT210100080

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Intellectual property law

Commercial law

International and comparative law

Law in context

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Wiseman, L; Kariyawasam, K; Ruiz, PS, Australian Consumers’ Perceptions and Attitudes towards Repair of Digital Goods, Warranties and Product Lifespan, Competition and Consumer Law Journal, 2022, 29 (2), pp. 112-135

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