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15023 posts

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  # 2250019 2-Jun-2019 16:42
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I have got a quite an expensive can opener with a lifetime warranty, think it was over $50. However after about 3 years of normal use it wasn't capable of cutting through the can anymore .It is one of those types that cuts through the folded seal, so no sharp edges. I got it replaced. However it happened again after a few years, and then found out they manufacturer no longer distributes in NZ, so they couldn' replace it, and would only offer a refund if I still had the receipt. The problem is also that most people won't keep their receipts longer than 7 -10 years or they fade, and although I had the guarantee and packaging, I didn't still have the receipt for a refund. I also read one manufacturers guarantee where you actually need to supply the original receipt and they wouldn't accept copies!. Not much good if it was a receipt printed on thermal paper which fades.


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  # 2250193 3-Jun-2019 09:04
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A month ago I bought my wife a new $2,000 sewing machine. After three weeks we discovered a faulty part and so the retailer has ordered a new part - but we have to pay for it! I politely queried (by email) why it wasn't covered by both the mfr's guarantee and the CGA. Reply? The guarantee excludes parts ?!! - but I read the guarantee and couldn't see any such exclusion. And the CGA wouldn't apply, she said, because it might have been my wife's fault ?!!. She also cried that it was hard work being a small business owner and she couldn't afford the time and costs dealing with problems! Since the replacement part is costing less than $20 I decided to let it ride but I did politely suggest she check out her legal obligations for any future customers. Hmm...


 
 
 
 


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  # 2250202 3-Jun-2019 09:43
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tdgeek:

 

Scopes??? Knives???  You probably can't get a worse comparison. Moving parts, electrical wear? The parts that matter are protected. 

 

 

 

 

 

 

You do know what happens to things like that in the field? The conditions that they are used in and so on? The glass isn't protected at all for a start and scopes are subject to significant shock load every time you fire the rifle - the manufacturer does not know if you are fitting it to a .22 rimfire or a .50 cal anti materiel rifle!

 

Luggage is subject to airline abuse, airport systems abuse, weather, etc etc.

 

 

 

Dualit toasters have a 5 year manufacturer warranty and they're electronic. 

 

 

 

The point is, it can be done better. If minimum time limits are introduced (such as in the EU now I think) then manufacturers have (a) no options to wriggle and (b) are likely to make better choices when doing the design of products, knowing that failures for the first significant period are going to be at their cost.

 

 

 

The very fact that threads like this crop up fairly regularly amongst a relatively small community of people would suggest that the wider issue is not insignificant. The CGA is in need of modernising, I feel.








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  # 2250203 3-Jun-2019 09:47
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Geektastic:

 

The very fact that threads like this crop up fairly regularly amongst a relatively small community of people would suggest that the wider issue is not insignificant. The CGA is in need of modernising, I feel.

 

 

You can't have set warrantees for products. If you ignore the cheap sh^t, you have fait, goo, very good and excellent to set times for. The issue with the CHA is nit the CGA its ComCom, not making it punitive. Its currently a cost of doing business 


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  # 2259709 17-Jun-2019 20:12
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Fair Go had a fairly definitive item tonight about how long appliances should be expected to last, according to Consumer NZ. Toasters abut five years, big fridges 15-20 or so, and so on. They gave lots of examples. The segment is near the end pf the episode. Should be available On Demand.

 

 





I reject your reality and substitute my own. - Adam Savage
 


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  # 2259712 17-Jun-2019 20:15
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as with anything its all about use. not just about a time frame. so i dont quiet agree with consumer there.

 

a washing machine doing 2 loads of washing a week should last a lot longer than one doing a load or 2 per day.

 

same with a toaster, a fridge, a vacuum etc etc.

 

 


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  # 2259715 17-Jun-2019 20:20
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mattwnz:

 

I have got a quite an expensive can opener with a lifetime warranty, think it was over $50. However after about 3 years of normal use it wasn't capable of cutting through the can anymore .It is one of those types that cuts through the folded seal, so no sharp edges. I got it replaced. However it happened again after a few years, and then found out they manufacturer no longer distributes in NZ, so they couldn' replace it, and would only offer a refund if I still had the receipt. The problem is also that most people won't keep their receipts longer than 7 -10 years or they fade, and although I had the guarantee and packaging, I didn't still have the receipt for a refund. I also read one manufacturers guarantee where you actually need to supply the original receipt and they wouldn't accept copies!. Not much good if it was a receipt printed on thermal paper which fades.

 

 

I think they'd be pushing it to require the original receipt, that should be easy to argue against. I started scanning my receipts about 5 years ago, I just name the file what I bought and where I got it, if I need to return I can easily find any receipt. I batch scan once a month, doesn't take long, and the storage space is negligible - 150MB so far.


 
 
 
 


Underlying overtones
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  # 2259757 17-Jun-2019 21:26
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timmmay:

mattwnz:


I have got a quite an expensive can opener with a lifetime warranty, think it was over $50. However after about 3 years of normal use it wasn't capable of cutting through the can anymore .It is one of those types that cuts through the folded seal, so no sharp edges. I got it replaced. However it happened again after a few years, and then found out they manufacturer no longer distributes in NZ, so they couldn' replace it, and would only offer a refund if I still had the receipt. The problem is also that most people won't keep their receipts longer than 7 -10 years or they fade, and although I had the guarantee and packaging, I didn't still have the receipt for a refund. I also read one manufacturers guarantee where you actually need to supply the original receipt and they wouldn't accept copies!. Not much good if it was a receipt printed on thermal paper which fades.



I think they'd be pushing it to require the original receipt, that should be easy to argue against. I started scanning my receipts about 5 years ago, I just name the file what I bought and where I got it, if I need to return I can easily find any receipt. I batch scan once a month, doesn't take long, and the storage space is negligible - 150MB so far.



I started doing exactly this 2-3 years ago - and primarily because, like you, I was sick and tired of expensive can openers crapping out. I just scan with an app on my phone that accesses the camera and saves as a pdf. Rename exactly like you, then file. I do it for most non food and beverage purchases now.

444 posts

Ultimate Geek


  # 2259758 17-Jun-2019 21:27
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mattwnz:

 

I have got a quite an expensive can opener with a lifetime warranty, think it was over $50. However after about 3 years of normal use it wasn't capable of cutting through the can anymore .It is one of those types that cuts through the folded seal, so no sharp edges. I got it replaced. However it happened again after a few years, and then found out they manufacturer no longer distributes in NZ, so they couldn' replace it, and would only offer a refund if I still had the receipt. The problem is also that most people won't keep their receipts longer than 7 -10 years or they fade, and although I had the guarantee and packaging, I didn't still have the receipt for a refund. I also read one manufacturers guarantee where you actually need to supply the original receipt and they wouldn't accept copies!. Not much good if it was a receipt printed on thermal paper which fades.

 

 

We got a similar opener about 20 years ago. Still going strong. Can't remember exact cost but think it was about $20-$30. I thought that it was expensive at the time, but now looking back one of the best buys I've ever made.

 

 


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  # 2259782 17-Jun-2019 21:58
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NorthernZone:

 

A month ago I bought my wife a new $2,000 sewing machine. After three weeks we discovered a faulty part and so the retailer has ordered a new part - but we have to pay for it! I politely queried (by email) why it wasn't covered by both the mfr's guarantee and the CGA. Reply? The guarantee excludes parts ?!! - but I read the guarantee and couldn't see any such exclusion. And the CGA wouldn't apply, she said, because it might have been my wife's fault ?!!. She also cried that it was hard work being a small business owner and she couldn't afford the time and costs dealing with problems! Since the replacement part is costing less than $20 I decided to let it ride but I did politely suggest she check out her legal obligations for any future customers. Hmm...

 

 

You know you have all the rights here, right? The retailer is in the wrong, unless they could prove that the part was damaged as consequence of improper use - like dropping the machine on the floor or applying too much force.





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  # 2259822 17-Jun-2019 22:25
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Fair go had a story on expected lives of bigger ticket whiteware products tonight. They said about 15 years for a $2000, but then they said that you would be pushing it to get CGA coverage after about 8 years. I am guessing a more expensive fridge you would expect to last longer. Most of the double door ones are $4k plus these days. 


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  # 2260022 18-Jun-2019 10:07
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mattwnz:

 

I didn't still have the receipt for a refund. I also read one manufacturers guarantee where you actually need to supply the original receipt and they wouldn't accept copies!. Not much good if it was a receipt printed on thermal paper which fades.

 

 

I have a bunch of thermal receipts that have faded out. Given receipts don't last,  I bet copies will be acceptable (disputes tribunals would surely accept copies too) -- I've made about 3 claims using scanned receipts.

 

Also, in my experience, importer/manufacturers ask for an digital copy of the original receipt.   eg, I bought some lifetime guarantee wusthof knives that developed cracked handles. I emailed the receipt to the importer 7 years after purchase date..... and they sent me a whole new set after I returned the knives. 

 

I use Scanbot on my phone to copy receipts. You can link to your dropbox account so receipts are uploaded to the cloud right after taking the photo and adding a description. Works really well. 

 

 

 

 


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Ultimate Geek


  # 2261511 20-Jun-2019 14:58
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tdgeek:

 

I called my nearest branch. They say it's out of warranty. I say the CGA would cover this, the say CGA only covers the manufacturer warranty. I say then you are saying the CGA doesnt do anything? They say the CGA does lots of things, but inside the manufactures warranty. Asked to speak to the manager, she is the manager

 

I called the branch I bought the oven from. She confirmed the CGA doesnt cover after the 2 years. She also said its a consumable issue, i.e the elements. I asked if they have elements, they say they don't do spare parts.

 

 

You go in there, with the CGA details printed out. You point out you will take it further, to the Commerce Commission for her breaching the CGA and to Disputes to get your refund.

 

I've found that works wonders, instant backtracking. The fines for lying are pretty huge, not just a fine for the company but also a fine for the manager of the company (branch)


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  # 2261546 20-Jun-2019 16:14
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This weekend I had two tech items break down:

 

a Lenovo Chromebook, 16 months old decided not to recognise it had a battery anymore - purchased at Warehouse Stationary.

 

a Sony smart TV, 26 months old, stuck in a reboot cycle and a forced hard reset would not fix it - purchased from Noel Leeming.

 

 

 

First stop, The Warehouse stationary in Victoria Street, Auckland central to return the Chromebook. I'd already read up about the CGA and knew my rights. But sadly, as with many comments here, the store manager said as it was out of warranty I had to go direct to Lenovo. I calmly explained the CGA but then the story changed to I could pay the $75 bond to send it off for repair. Again I explained the CGA but to no avail. I left the store and phoned head office. I had a much better response but even the "customer engagement coach" said I should go back to Lenovo as it is out of warranty. I then emailed the Consumer Protection website link so they could read the rules. I also sent a link that cites a laptop out of warranty example. I also took a couple of printouts to the store manager and had an amicable chat about what he'd said being incorrect. Anyway, a couple of days later I've been informed that I will be able to take it back to The Warehouse Stationary and it will get sent off for repair. 

 

 

 

Next up, Sony TV. I decided to call Sony to see what they would say. They logged a ticket, emailed me so I could supply details and a scan of the receipt. Now I don't think I am being unreasonable with my expectations. The TV is in the bedroom and on average I'd say it is used 30 minutes a day. It's on the wall, doesn't get bashed or anything and is in immaculate condition. Two and a half years is not a good like expectancy. This is what Sony replied:

 

Upon reviewing the details, based off the age and usage, I don't believe it's reasonable to cover a repair for the TV. However, I'd like to look at some other solutions we can offer you, and I'd be happy to look at some cost price solutions to get you into one of our newer sets, is that something you would consider?

Kind regards,
xxxxx 
Technical Support Representative
Sony Australia and New Zealand
☏ AU 1300 137 669
☏ NZ 0800 766 969

 

A few emails back and forth I was offered 35% off a new TV. However, I politely declined and said that as per the CGA I need to deal with Noel Leeming. So I took it back to the Mega Store at St. Lukes and I was armed with a printout of the CGA and also a Disputes Tribunal Claim form just in case I needed to whip it out to look like I meant business. Luckily, the assistant manager accepted my request and said that it would be sent for repair. Of course I'm still waiting to see what happens here as Sony have to do the repair.

 

So now I have a copy of the CGA on stand-by just in case I need it! I also, and have done for several years, scanned all my receipts as it's much easier to find them when needed.

 

Useful links:

 

https://www.consumerprotection.govt.nz/general-help/common-consumer-issues/faulty-products/

 

https://www.consumerprotection.govt.nz/general-help/how-to-complain/check-you-have-a-case/#do-consumer-laws-cover-you

 

 


15023 posts

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  # 2261549 20-Jun-2019 16:25
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I have personally found NLs pretty good with dealing with the CGA, so I can't see you having any issues with getting the tv repaired. 

 

I also always email companies first to explain things before going into a store, so I don't have that stress of arguing my point, and I then also have everything in writing.


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