I have seen several situations recently of suppliers refusing to assist retailers in dealing with goods that have been found to be faulty after their purchase from the retailer.
The law is clear on this, the supplier is responsible. Each state refers to this under their consumer law. Click here to see the Victorian rules. Click here to see the South Australian rules. Click here to see the NSW rules. Other states are similar.
Suppliers / manufacturers have the ultimate obligation for the goods they supply to retailers to sell. If a retailer contacts them on behalf of a shopper, they have an obligation to address the issues. If they do not, the retailer and shopper have other courses they can follow, against the supplier.
I am not going to name suppliers here. They know who they are. Their recalcitrance is wasting retailer time and damaging their reputation with the affected shoppers.