Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.

View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 | 3 | 4 | 5 | 6 | 7
Have plan, send $NZD50m
3475 posts

Uber Geek
+1 received by user: 75

Subscriber

  Reply # 419005 19-Dec-2010 10:31 Send private message

CGA has teeth... it's just some people don't know that.

In this instance the Telecom shop is very stupid in my view.

In the old days we used to put a service sticker with phone number on everything that went out the door and tell the customer "any problem, just ring us..."

Then when customer rang we'd just say "humm.... that's strange, whack it in the car and come down to the store and we'll sort it for you"...

Then when customer got to store we'd use the visit as an opportunity to sell them something else while we also sorted out their problem.

This is all part of the reason, in my view, that Telecom's share price is in the hole it's in, because the market is aware of how Telecom is performing in this sort of regard and shareholders come to the realisation that things just aren't changing to a customer focus that it should be.

The annoying thing for the rest of .industry is that it's not good for the likes of TiVo either. Their product is poorly represented and ppl end up posting on forums like this.

As a result of reading this thread I wouldn't recommend or touch TiVo with a barge pole.

While I don't have one yet, my current interest is one of those AppleTV boxes. The service out of the US is really good.

Edit:  I'll be interested to see what the TiVO or Telecom GZ reps on this forum have to say.




Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - [email protected]


19407 posts

Uber Geek
+1 received by user: 1253

Moderator
Trusted
Biddle Corp
Subscriber

  Reply # 419017 19-Dec-2010 10:57 Send private message

I don't see what the CGA has to do with this.

Tivo are in effect offering a on site warranty, albiet that no technician visits your home. You ring an 0800 number, an RMA forward replacement is sent do your home by courier and a courier picks up the dead unit. I'd take this any day over having to return a product to a store,

There just seems to be no pleasing some people...

Have plan, send $NZD50m
3475 posts

Uber Geek
+1 received by user: 75

Subscriber

  Reply # 419024 19-Dec-2010 11:19 Send private message

sbiddle: I don't see what the CGA has to do with this.


The point is that the retailer in this instance failed to understand their obligations under the CGA.

The fact is irrelevant that the OP could have sorted this more quickly with less hassle for him self by just calling TiVo directly.  Clearly he didn't know this at the time he took the unit to the retailer. 

The response from the retailer then left him feeling 'fobbed off'. 

Very clearly the retailer didn't take ownership of the consumers problem and maximise good will for both the retailer and the vendor.

The resulting break down has resulted in an annoyed consumer posting a blog on a public forum - explain to me how that can be good?!

I completely agree you can't please all the people all the time.  In this instance it seems no one has won simply because the retailer didn't understand their obligations under the CGA.

Had the retailer been better informed then they would have taken ownership of the problem for the OP, made the required calls, got the new unit dispatched and had the opportunity to sell the OP something else while in store.





Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - [email protected]


3125 posts

Uber Geek
+1 received by user: 92

Trusted

  Reply # 419037 19-Dec-2010 12:11 Send private message

^ Still a longer process. Companies like to talk to their customers directly over the phone rather than having an agent (telecom) do the talking for their customers. Imagine how many questions they will ask you on the phone including name, address, phone no, when you are you at home next so we can sort out a courier pick up. Would you really have someone right down all these answers on a piece of paper and then hand it over to telecom who will be repeating the same thing over the phone and no doubt will get stuck on a question or two from tivo on the other end only to put tivo on hold and ask the customer for an answer?

Many companies like microsoft for xbox 360 repairs offer the same service where a customer rings directly to their free phone and they arrange a pick up. You don't have to leave the house. OP is just making the process even longer by going through an agent.




Have plan, send $NZD50m
3475 posts

Uber Geek
+1 received by user: 75

Subscriber

Reply # 419038 19-Dec-2010 12:25 Send private message

billgates: OP is just making the process even longer by going through an agent.


Sure, I agree.  Why the OP even bothered to deal with Telecom is beyond me.  He could have just ordered the unit direct from TiVo off the net. 

If retailers don't want to provide a level of service then that's ok.  Let's just do away with them and put more people in call centers (which we can not outsource to India at much cheaper prices).





Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - [email protected]


BDFL
49529 posts

Uber Geek
+1 received by user: 4376

Administrator
Trusted
Geekzone
Subscriber

  Reply # 419039 19-Dec-2010 12:25 Send private message

DonGould:
sbiddle: I don't see what the CGA has to do with this.


The point is that the retailer in this instance failed to understand their obligations under the CGA.

The fact is irrelevant that the OP could have sorted this more quickly with less hassle for him self by just calling TiVo directly.  Clearly he didn't know this at the time he took the unit to the retailer. 

The response from the retailer then left him feeling 'fobbed off'. 


You said after reading this thread you wouldn't recommend a TiVo, and reading the above quote it's clear the bad in store customer service is in no way TiVo's fault.

TiVo actually offer a much better experience for customers: "we send a replacement unit first, and pay for your old one to be sent back."

What's is not to like about this? 

DonGould: Very clearly the retailer didn't take ownership of the consumers problem and maximise good will for both the retailer and the vendor.

The resulting break down has resulted in an annoyed consumer posting a blog on a public forum - explain to me how that can be good?!


If a retail store doesn't know how warranty is processed, then it's obviously a problem for the retail training. You wouldn't blame Sony if the Bond & Lemmings store failed to tell you how repairs work right? You would blame the Bond & Lemmings training.

Same applies here. Remember Telecom stores are (mostly) not even owned by Telecom, but operated by retail partners (Orb and others). The same applies to Vodafone stores.

I am thinking this post was just Telecom bashing for the sake of it...









5196 posts

Uber Geek
+1 received by user: 750


  Reply # 419043 19-Dec-2010 12:35 Send private message



While I don't have one yet, my current interest is one of those AppleTV boxes. The service out of the US is really good.


Do Apple offer 'return to store for immediate replacement' warranty? Not judging by this thread http://www.geekzone.co.nz/forums.asp?forumid=76&topicid=50653. In fact it sounds like the process with Apple is a whole lot worse than the process with TiVo.

And this one sounds a lot like the process is very similar (i.e. don't take it back to store, call the number) http://www.geekzone.co.nz/forums.asp?forumid=76&topicid=59341&page_no=5


Scenario 1:
The customer has purchased iPhone directly from Apple.co.nz they can call the 00800 7666 7666 number to get a case ID and then contact MobileFoneRepair on 0508 REPAIR. They will send prepaid courier bags to ship the unit.

Scenario 2: 
They purchased from Vodafone, First Mobile or MagnumMac, Brightpoint are the service agent based in Auckland. First they need to fax or email Brightpoint for a service request number and then ship the unit with supplied form.


Have plan, send $NZD50m
3475 posts

Uber Geek
+1 received by user: 75

Subscriber

  Reply # 419044 19-Dec-2010 12:35 Send private message

freitasm:  I am thinking this post was just Telecom bashing for the sake of it...


Not from my pov.  It's 'poor service provider bashing'.  The fact that Telecom happen to be the retailer in this instance is simply a co-incidence.

As for Sony - I haven't purchased Acer in 10 years because of a poor retail experience in Australia where the retailer simply kept fobbing us off on the wholesaler for a warranty issue. 

This month I just bought a new Acer machine from HVN and wasn't very impressed with the support I got with that deal either.  Retailer choose not to take ownership of part of the deal and just fob me off to the vendors web site. 

As I vendor I think you need to choose your retailers with care so that your brand doesn't get damaged by the retailer.

23 years ago I used to worked for Mitsubishi Electric and was impressed at how much effort they put in to managing retailers to ensure that the brand was well represented.





Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - [email protected]


780 posts

Ultimate Geek
Inactive user


  Reply # 419052 19-Dec-2010 13:19 Send private message

I see no issue here.




146 posts

Master Geek


  Reply # 419058 19-Dec-2010 13:47 Send private message

DonGould:
freitasm:  I am thinking this post was just Telecom bashing for the sake of it...


Not from my pov.  It's 'poor service provider bashing'.  The fact that Telecom happen to be the retailer in this instance is simply a co-incidence.



Oh my - No manual, no tivo - Life is very bad indeed! Sounds very similar to the telecom bashing from another thread!!


Have plan, send $NZD50m
3475 posts

Uber Geek
+1 received by user: 75

Subscriber

  Reply # 419059 19-Dec-2010 13:53 Send private message

An ISP who's helpdesk can't send emails.
A retailer who tells customers to bugger off and ring their supplier.

Call it what you like.




Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - [email protected]


BDFL
49529 posts

Uber Geek
+1 received by user: 4376

Administrator
Trusted
Geekzone
Subscriber

  Reply # 419062 19-Dec-2010 13:58 Send private message

DonGould: An ISP who's helpdesk can't send emails.
A retailer who tells customers to bugger off and ring their supplier.

Call it what you like.


And that's fine - your opinion. The problem is that some people (yes, someone had it pointed out) noticed that every post (even in other discussions) seems to be an opportunity for Telecom bashing, even when it seems uncalled for (like in this thread).

I already explained here that most Telecom branded stores are actually owned by other companies.




Have plan, send $NZD50m
3475 posts

Uber Geek
+1 received by user: 75

Subscriber

  Reply # 419067 19-Dec-2010 14:14 Send private message

freitasm: I already explained here that most Telecom branded stores are actually owned by other companies.


andar: The Telecom shop in Riccarton Mall, Christchurch.


I agree with Freitasm.  I confess I don't know if that store is owned by Telecom directly or is a franchise.  I don't think it's an Orb.

I wonder if the title of the thread should be "Tivo Dead - Retailer refused to do anything".

I took the point of this thread to be about the objection that the retailer didn't receive the level of service that the CGA expects.

The fact the retailer happens to be Telecom is by the by, sorry if you all think I'm just out to bash Telecom.

Had the retailer been DSE, HVN, B&B, NL or anyone else representing the Tivo brand, I'd equally consider that unacceptable.







Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - [email protected]


BDFL
49529 posts

Uber Geek
+1 received by user: 4376

Administrator
Trusted
Geekzone
Subscriber

  Reply # 419069 19-Dec-2010 14:19 Send private message

I think the biggest problem here is that TiVo is very thin on the ground in New Zealand - except for advertising and PR they don't seem to have a retailers' support structure.







Have plan, send $NZD50m
3475 posts

Uber Geek
+1 received by user: 75

Subscriber

  Reply # 419073 19-Dec-2010 14:27 Send private message

freitasm: I think the biggest problem here is that TiVo is very thin on the ground in New Zealand - except for advertising and PR they don't seem to have a retailers' support structure.


I think the biggest problem is that a retailer choose to sell a product to someone then when the product broke they declined the customers rights under the CGA.

One of the reasons that CGA was created was to stop retailers from simply passing the buck back on to wholesalers but to make retailers take ownership of the products they sell.

As such retailers must take care to choose suppliers who can back up their retail obligations under the CGA or not sell the products in the first place.

Retailers must also understand what their obligations are.

In the case of this thread, when I'm reading comments posted from the OP such as "They told me thats not how it works with electronics." I'm left annoyed at the state of retail in .nz.





Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - [email protected]


1 | 2 | 3 | 4 | 5 | 6 | 7
View this topic in a long page with up to 500 replies per page Create new topic




Twitter »
Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:




News »

Trending now »
Hot discussions in our forums right now:

Does NZ need better gun laws?
Created by mattwnz, last reply by Geektastic on 2-Sep-2014 14:24 (100 replies)
Pages... 5 6 7


Warning: Rage Ahead - Campbell Live and childhood poverty
Created by kawaii, last reply by charsleysa on 2-Sep-2014 14:22 (72 replies)
Pages... 3 4 5


VideoEZY OnDemand
Created by Andib, last reply by mattwnz on 2-Sep-2014 13:53 (56 replies)
Pages... 2 3 4


Judith Collins: I am resigning
Created by Presso, last reply by gzt on 2-Sep-2014 11:42 (109 replies)
Pages... 6 7 8


What tyre brand/model to look at ?
Created by Mark, last reply by ilovemusic on 2-Sep-2014 14:12 (26 replies)
Pages... 2


Cirque du Soleil Cellphone Hijack
Created by myopinion, last reply by PhantomNVD on 1-Sep-2014 18:01 (21 replies)
Pages... 2


Orcon Global Mode launched
Created by freitasm, last reply by shk292 on 1-Sep-2014 11:32 (132 replies)
Pages... 7 8 9


Lightbox press event release
Created by freitasm, last reply by IcI on 30-Aug-2014 17:54 (562 replies)
Pages... 36 37 38



Geekzone Live »
Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.

Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.