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BDFL
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  Reply # 420123 21-Dec-2010 20:37 Send private message

DonGould: Really.... do you have geo limiting on gz now to only let kiwis read it... ok, guess that's fair.



I don't know what you are on about. 60% of out traffic is from overseas and we certainly don't limit anything.

I just said I am not sure they have people in New Zealand to keep an eye on all different communications media... Hybrid TV is an Australian company and most people are based over there. That's all I said.

 




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  Reply # 420140 21-Dec-2010 21:05 Send private message

Ya I did get what you were saying, you missed what I was suggesting :)

In my view providers like TiVo need to put more energy into online space like GZ even if they do it from their India/Egypt call center...

Having guys like ^MD & JohnR round here pays dividends for those providers if you ask me.





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  Reply # 420156 21-Dec-2010 21:20 Send private message

Yes, I thought it could be that. Or you could be serious about the blocking... Since this is the Internet, better be clear - double entendres are not easily captured over text.




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  Reply # 420157 21-Dec-2010 21:21 Send private message

mattwnz:
NonprayingMantis: 
I'm not sure that part about an immediate replacement/loan is true.




 

In tivos case, I think it is true, as it states the following on the tivo website.



there is a world of difference between what tiVo offer under their warranty and what the CGA requires (which is what is under discussion here).

TiVo offer the immediate replacement if you follow their warranty procedurei.e. call the0800 number, use the courir package etc etc.  they are not required to do this under the CGA

If you simply walk into a store and demand an immediate replacement they are not required to give you one.

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  Reply # 420160 21-Dec-2010 21:33 Send private message

NonprayingMantis:  TiVo offer the immediate replacement if you follow their warranty procedurei.e. call the0800 number, use the courir package etc etc.  they are not required to do this under the CGA

If you simply walk into a store and demand an immediate replacement they are not required to give you one.


TiVo aren't actually required to do anything for you, unless they're the retailer. 

I agree with the 'immediate' bit.  It has to be 'reasonable' iirc that's the term that's used in the act. 

And they have to repair, replace or refund.

For a business with my kind of marketing budget, servicing a very local community that all attend the same local church, it makes sense to me to give the customer something to keep them busy while I sort out their broken unit.

But for a business with massive cash flow from other business activities, shareholders with deep pockets and the ability to revamp the brand image by just putting their CEO in a pair of waders on a river full of trout... pffft... who really cares about the OP's issues?!





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  Reply # 420164 21-Dec-2010 21:33 Send private message

freitasm: Yes, I thought it could be that. Or you could be serious about the blocking... Since this is the Internet, better be clear - double entendres are not easily captured over text.


Yip, sorry :)





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  Reply # 420167 21-Dec-2010 21:44 Send private message

DonGould:
NonprayingMantis:  TiVo offer the immediate replacement if you follow their warranty procedurei.e. call the0800 number, use the courir package etc etc.  they are not required to do this under the CGA

If you simply walk into a store and demand an immediate replacement they are not required to give you one.


TiVo aren't actually required to do anything for you, unless they're the retailer. 


So they are going beyond and offering a shortcut - you talk directly to them, bypassing the retailer, which (many times) doesn't have knowledgeable people (even in tech stores).

Nothing wrong, they comply with the CGA all the way.

DonGould: And they have to repair, replace or refund.


They replace, so again complying with the CGA.

DonGould: For a business with my kind of marketing budget, servicing a very local community that all attend the same local church, it makes sense to me to give the customer something to keep them busy while I sort out their broken unit.


So you have to stock these units yourself. TiVo bypasses this by sending a replacement unit, which is much faster than repairing.

DonGould: But for a business with massive cash flow from other business activities, shareholders with deep pockets and the ability to revamp the brand image by just putting their CEO in a pair of waders on a river full of trout... pffft... who really cares about the OP's issues?!


Oh, yes, let's go Telecom bashing again...

 




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  Reply # 420174 21-Dec-2010 21:55 Send private message

freitasm: Nothing wrong, they comply with the CGA all the way.


TiVo don't actually have to comply with the CGA, it's the retailer and the actions of the wholesaler don't remove the obligations of the retailer.

Interestingly the CGA came about because retailers were palming off responsibility on wholesalers.  Saying things like "the manufacture doesn't cover that" or "well have to say what the distributor says" etc.  Clearly consumers got to the point of feeling like the retailer was nothing more than annoying middle man.


freitasm:  Oh, yes, let's go Telecom bashing again...


pffft... faceless corporation bashing...  I found Telstra in Australia even worse at delivering truck loads of poor service and then just vacuuming up the dumb consumers with a few quick deal and a slick $50m dollar ad campaign.

To Paul Reynolds credit he did put his face on TV saying sorry for their XT stuff up.

I haven't talked to Paul Brislen since he left VF, but I can't help wondering if he left cause he was sick of fronting TV shows to say sorry.






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  Reply # 420175 21-Dec-2010 22:02 Send private message

DonGould: I haven't talked to Paul Brislen since he left VF, but I can't help wondering if he left cause he was sick of fronting TV shows to say sorry.


Probably the most under paid job is the spokesperson position... Would need a lot of money to sell your soul for that.
 




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  Reply # 420181 21-Dec-2010 22:13 Send private message

pfft..... I just hope he can do something of value with TUANZ




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  Reply # 420211 21-Dec-2010 23:45

DonGould:
TiVo aren't actually required to do anything for you, unless they're the retailer. 



How does that fit with this statement?

"
Manufacturers and importers
If there is a problem you can complain to the manufacturer, if it has an office in New Zealand, or where the goods are imported, to the importer or distributor.

Where there has been a breach of the Act, manufacturers and importers are obliged to:


  • Pay compensation, and/or pay for any loss in value; and

  • Honour any express warranty they gave which gives the consumer greater protection than in the Act.


Complaining to the manufacturer is useful when, for example, the retailer has gone out of business or is proving hopeless to deal with. But in most cases it should be easier to insist on your rights directly with the retailer."

http://www.consumer.org.nz/reports/consumer-guarantees-act/putting-it-right

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  Reply # 420238 22-Dec-2010 07:57 Send private message

It will be interesting to see what Tivo do about out of warranty cases.  Telecom may have to get involved then.

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  Reply # 420242 22-Dec-2010 08:11 Send private message

DonGould:
mattwnz: leaves you without a tivo to use in the meantime.


It's an interesting point where CGA is concerned.  The deal is repair, replace or refund with in a reasonable amount of time.

Reasonable is based on usage not on time to service.

So, if the appliance is used all day then it's reasonable to expect an on the spot replacement.  If on the other hand you're talking about a lawn mower which you use once a week or once every couple of weeks then a week to sort it out is reasonable.

Accepting the offer to be a seller of a product, you have to make sure you can deliver the service level that the CGA requires....  again, I'm not sure why anyone would want to sell stuff to consumers!

In the case of the OP, his appliance has a fault making it inoperable.  Waiting 2 days for a replacement to get to chch from akl is unreasonable.  Picking up a replacement, credit or loan unit from the retailer he purchased it from is acceptable.

D

Just because you use your TV every day, doesn't mean it's reasonable to expect it repaired/replaced in a day or two.  The reasonable thing goes both ways, I'd say.

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  Reply # 420284 22-Dec-2010 09:33 Send private message

+1 sorry but I would consider two days to be very good. I think you will find that a reasonable amount of time is enough time for the item to be looked at and repaired providing that there are not excessive delays in getting parts. The CGA gives NZ consumers a lot more protection then most countries however you still need to be reasonable in your expectations.

Also Tivo are hardly the only manufacture that use a dedicated path for warranty claims. Apple devices spring to mind as an example.







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  Reply # 421503 25-Dec-2010 16:33 Send private message

I have a Tivo that has died and is out of warranty. Anyone any idea on what to do to get a repair and who can epair them?




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