Extremely disappointing service
Extremely disappointing warranty and customer service experience with Hardware Wallets Australia.
My Tangem Ring suffered physical damage after a relatively minor drop during normal use. I provided detailed explanations and high-resolution photographs showing the damage, but Hardware Wallets Australia refused to consider any evidence or discuss any remedy unless I first returned the device.
What frustrated me most was the complete lack of flexibility or willingness to work toward a practical solution. Rather than attempting to help a customer who had purchased a premium security-focused product, they repeatedly insisted on their process and ultimately closed the case, stating:
"Otherwise, we will not be engaging in further correspondence on this issue."
For a business whose entire focus is cryptocurrency hardware wallets and security products, I found this approach particularly disappointing. Once the matter became inconvenient, the response felt more focused on ending the discussion than resolving the problem.
The contrast between Hardware Wallets Australia and Tangem HQ was significant. After contacting Tangem directly, the matter was reviewed further and a replacement set was ultimately provided, allowing me to securely migrate my funds before returning the damaged ring.
Had I relied solely on Hardware Wallets Australia, the outcome would simply have been a closed case and no resolution.
I appreciate Tangem HQ's assistance. Unfortunately, based on my experience, I cannot say the same about the support provided by Hardware Wallets Australia.
Reply from Hardware Wallets Australia
Dear Michael Bell
Summary of the Matter
You initially contacted us shortly after your purchase regarding ring sizing and requested an exchange after the product had been opened. This was declined in accordance with our clearly stated terms, which are consistent with the nature of security devices.
Several months later, you alleged the ring cracked and later chipped with a large piece breaking off following an accidental fall. You requested a replacement under Australian Consumer Law (ACL) but refused to return the ring.
Our Position
We do not dispute your customer’s rights under ACL . However, ACL permits a retailer to reasonably assess goods to determine:
1.whether a defect exists, and
2.whether the issue is due to a manufacturing fault or external damage.
We consistently advised for us to help you and seek compensation from Tangem AG the ring was required. It comes to us, we provide a replacement, it is returned to Tangem AG for inspection. This is standard practice and applies equally to all customers.
Reasonableness of Return Requirement
1.The ring is PIN-protected and cannot have private keys extracted.
2.The ring no longer functioned.
3.We confirmed possession of two working backup cards.
4.Transfer of funds prior to return - if desired.
5.We offered prepaid, insured Australia Post return shipping
In our view, the requirement to return the product does not impose an unreasonable condition under ACL, hence your complaint was dismissed.
Current Status.
You declined to return the ring and demanded a remedy siting ACL. As a result, we stated the matter cannot progress. We do wished you had reached out to us when the first minor crack appeared. Further we were following Tangem AG’s instructions at the time. Tangem AG has since made changes and have requested all technical support will be provided by Tangem.com. It's something we do not agree with because it deviates from the traditional reseller model and acknowledge any customer that purchases direct from our business, per ACL we remain legally responsible.
It is not clear if you needed to return your ring first, however we are happy you were able to obtain a replacement from Tangem AG.
