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Kerry54321

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  #3162769 23-Nov-2023 11:50
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Well the plot thickens, as they say. I went to pick the Lawnmaster mower up after the repairs, and noticed flaking paint on the catcher hook. The chassis had been replaced, but a quick scrape revealed that the rust, dirt etc on the hook plate had been painted over with a spray can. No cleaning no prep just sprayed!

 

I have left it there, and am getting confusing messages about what they are doing about it, if anything, at this stage.

 


 
 
 

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Smpl Mnmlst
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  #3162779 23-Nov-2023 12:21
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Unacceptable - stick to your guns.





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tweake
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  #3162899 23-Nov-2023 16:13
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Kerry54321:

 

Well the plot thickens, as they say. I went to pick the Lawnmaster mower up after the repairs, and noticed flaking paint on the catcher hook. The chassis had been replaced, but a quick scrape revealed that the rust, dirt etc on the hook plate had been painted over with a spray can. No cleaning no prep just sprayed!

 

I have left it there, and am getting confusing messages about what they are doing about it, if anything, at this stage.

 

 

that sounds like the agent trying to help (i suspect not much experience) rather than the lawnmaster company fixing the issue.

 

to strip it down and repaint it properly will cost more than replacing the body with a new one. its often a rookie move to try and help by doing a quick paint job, when in fact that just makes matters worse.

 

the catch here is the retailer is ultimately responsible and at times manufactures will do the dirty on the retailers and ignore their faulty products and not support the retailer. 




Kerry54321

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  #3163216 24-Nov-2023 15:14
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This seems to be the final word from the retailer when I mentioned the catcher hooks would continue rusting and eventually snap off, most likely when out of warranty (only 5 mths left!) The retailer has a paint shop on site I thought might be able to give some insight...

 

 

 

 

 

 

 


lxsw20
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  #3163223 24-Nov-2023 15:55
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He's talking rubbish, it's not down to the supplier at all. 


RunningMan
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  #3163248 24-Nov-2023 16:31
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1) According to the Consumer Gaurantees Act, the retailer you are dealing with is the supplier.

 

2) Whatever the warranty is/was isn't at issue. It's whether the product is of acceptable quality.


gzt

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  #3163331 24-Nov-2023 17:35
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lxsw20: He's talking rubbish, it's not down to the supplier at all.

From the retailer perspective it usually is. What happens next is customer returns to the retailer and says this is not acceptable to me under CGA. Retailer calls supplier and says look we have a CGA problem next step..



lxsw20
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  #3163333 24-Nov-2023 17:44
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Yes but as you’ve said you can’t make it the customers problem if the supplier doesn’t want to play ball. So why even mention it to the customer?

gzt

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  #3163336 24-Nov-2023 17:56
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lxsw20: Yes but as you’ve said you can’t make it the customers problem if the supplier doesn’t want to play ball. So why even mention it to the customer?

Probably because it worked that way before the CGA. The retailer in all cases tries to get the supplier to agree to pay for it. Sometimes a rigmarole with supplier coming to inspect etc or keeping it in the supplier shed for ages thinking about it etc etc.

mattwnz
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  #3163354 24-Nov-2023 19:40
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Can you not go straight to the supplier and and direct the email  to the manager?


tweake
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  #3163441 25-Nov-2023 10:44
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lxsw20: Yes but as you’ve said you can’t make it the customers problem if the supplier doesn’t want to play ball. So why even mention it to the customer?

 

exactly. the retailer is just trying it on with the standard excuse "its not my problem the manufacture won't fix it".

 

nz law is that the retailer is responsible, even if the manufacture throws the retailer under the bus by refusing to support their poor products.


Kerry54321

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  #3164440 27-Nov-2023 14:13
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1) According to the Consumer Gaurantees Act, the retailer you are dealing with is the supplier.

 

 

 

2) Whatever the warranty is/was isn't at issue. It's whether the product is of acceptable quality.

 

 

.

 

 

 

Thanks Runningman, I sent the details on acceptable quality at the link to the retailer and pointed out that in my view the mower failed on 7 (1) b, c, and e.

 

This is the response I got...

 

 

 


lxsw20
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  #3164448 27-Nov-2023 14:36
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gzt:Probably because it worked that way before the CGA.

 

 

 

Lol CGA has been around for 30 years.

 

 

 

It's probably time to ask the retailer if it is their understanding that they have liability under the CGA and it's not the decision of the manufacturer.

 

If that fails, file a dispute, https://www.consumerprotection.govt.nz/general-help/how-to-complain/take-your-complaint-further/ it will cost you $45.


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