CGA Part Deux

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252 posts

Ultimate Geek

#622609 9-May-2012 23:42

illicit:
oxnsox:
illicit:
oxnsox:?
This concept is only valid for people who understand what is meant by the term 'Hours'.
Is it actual 'screen-on' hours? ?or Plugged into the wall 'hours' (where theres still power in the TV circuits)?

The 'Time' based warranty period, of 'years', is more widely understood by most in the community... but even then you'll have those who've had there 32" TV in the Bach for 5 years, and only used it for a few weeks each Christmas. When that fails which way do they look??

Most?manufactures?already have an 'hour counter' built in to the TV, usually only accessible through the service menu.
It would be no problem for the?manufactures?to have this either A - Show up in the normal menu or B - Show up for a few seconds when the TV is turned on.

Farm machinery is a good example - they already have warranties based on 'Hours of operation' eg: John Deere tractors have 5yr or 1500hrs (whichever comes first)

What is wrong with applying that to TVs?

You have to educate the public to this way of thinking. A Tractor is a mechanical device and hour counters are commonly used across mechanical machinery (land, sea, air, vehicles and other equipment) to determine maintenance intervals.

Applying that model across a consumer items with few mechanical parts will take a huge mind-shift.? Most folk don't understand preventative maintenance, especially on non mechanical items.

What preventative maintenance? I'm talking about tvs...

Changing channel every so often so it doesn't get stuck on one channel. Things like that

BlueShift

1692 posts

Uber Geek

#622649 10-May-2012 08:34

thecripplernz:
illicit:
oxnsox:
illicit:
oxnsox:?
This concept is only valid for people who understand what is meant by the term 'Hours'.
Is it actual 'screen-on' hours? ?or Plugged into the wall 'hours' (where theres still power in the TV circuits)?

The 'Time' based warranty period, of 'years', is more widely understood by most in the community... but even then you'll have those who've had there 32" TV in the Bach for 5 years, and only used it for a few weeks each Christmas. When that fails which way do they look??

Most?manufactures?already have an 'hour counter' built in to the TV, usually only accessible through the service menu.
It would be no problem for the?manufactures?to have this either A - Show up in the normal menu or B - Show up for a few seconds when the TV is turned on.

Farm machinery is a good example - they already have warranties based on 'Hours of operation' eg: John Deere tractors have 5yr or 1500hrs (whichever comes first)

What is wrong with applying that to TVs?

You have to educate the public to this way of thinking. A Tractor is a mechanical device and hour counters are commonly used across mechanical machinery (land, sea, air, vehicles and other equipment) to determine maintenance intervals.

Applying that model across a consumer items with few mechanical parts will take a huge mind-shift.? Most folk don't understand preventative maintenance, especially on non mechanical items.

What preventative maintenance? I'm talking about tvs...

Changing channel every so often so it doesn't get stuck on one channel. Things like that

Not watching The GC so it doesn't get clogged up with crap. Things like that.

StarBlazer

961 posts

Ultimate Geek

Trusted

#622867 10-May-2012 13:47

Whether people agree with the law or not, it is the law.

Retailers and manufacturers have either gone into business or continued a business with the law in place. If they do not make sufficient provision for covering their obligations under the law - that is their choice.

It certainly is not the fault of the consumer to expect the law to be honoured without duress. If retailers etc don't like the law, lobby for change - until then just do the right thing and offer good honest customer service.

Procrastination eventually pays off.

StarBlazer

961 posts

Ultimate Geek

Trusted

#622868 10-May-2012 13:49

PS to the OP - good luck and keep us informed of the result and any updates.

Procrastination eventually pays off.

thecripplernz

252 posts

Ultimate Geek

#622896 10-May-2012 15:07

Hello people

A while back someone made a comment about what exactly constitutes a 'Substantial Fault' in the CGA

And he/she was probably right, if you dig deeper into the CGA you will find more info and you could get very embarrassed if you dont read the fine print and end up at the Tribunal

So at this point, a replacement is looking likely and should have word today apparently.

A question I now have, is should someone accept a replacement that isn't better or equal to the TV thats faulty in any specification...?

oxnsox

1923 posts

Uber Geek

#622941 10-May-2012 15:53

illicit:
oxnsox:
You have to educate the public to this way of thinking. A Tractor is a mechanical device and hour counters are commonly used across mechanical machinery (land, sea, air, vehicles and other equipment) to determine maintenance intervals.

Applying that model across a consumer items with few mechanical parts will take a huge mind-shift.? Most folk don't understand preventative maintenance, especially on non mechanical items.

What preventative maintenance? I'm talking about tvs...

And there you go....
I rest my case.

kiwijunglist

2981 posts

Uber Geek

ID Verified

#622999 10-May-2012 16:43

I'm currently helping out a friend with a CGA replacement.

It's a 40" Sony LCD TV, with 2 year manufacturer warranty. It started having problems (dimming screen) at around 1 year and 11 months, but he didn't inform the shop. At 2 years ~6 months it died. He took it to a non authorised LCD repairer (Monitor tech in Christchurch) and they told him the panel had died and was uneconomical to repair. They didn't charge him a fee which was nice.

I rang Smith City on his behalf quoted the CGA and they told me that they couldn't help him as it was out side of the warranty, but to take it to their authorised sony repair/warranty centre. This is incorrect as the CGA states It the consumer's right to have the retailer organise repair etc. I rang the service centre and found they charge a ~$90 inspection fee.

Instead I took the TV back to Smiths City and showed the manager the CGA and said that I would like them to repair replace or reimburse the TV as it had died well before a TVs expected lifetime. I asked monitor tech to email me a letter stating that the TVs panel was defective and it was not due to physical force. Smiths city is now returning the TV at their cost to Sony and I'm waiting to here back from them. They told me that they do not have to do anything as it is outside the warranty but said Sony may offer a replacement.

If they offer a repair / replacement / full refund I will be happy. If they do not, then there are pre-constructed letter on the consumers institute website that you can use to advise them why they need to repair/replace/refund under the CGA and the website has follow up template letters to advise them that you are going to the disputes tribunal and sample letters for filing a case. I think it costs around $35 to file a case with the disputes tribunal. Apparently when the retailer get's notice of a date at the disputes tribunal they usually fold, although hopefully it wont have to go this far.

What is happening with the original poster's TV?

HTPC / Home automation (home assistant) enthusiast.

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thecripplernz

252 posts

Ultimate Geek

#623003 10-May-2012 16:47

i just posted a little while ago, scroll back through

kiwijunglist

2981 posts

Uber Geek

ID Verified

#623004 10-May-2012 16:47

yup just seen.

HTPC / Home automation (home assistant) enthusiast.

illicit

553 posts

Ultimate Geek

#623031 10-May-2012 17:20

oxnsox:
illicit:
oxnsox:
You have to educate the public to this way of thinking. A Tractor is a mechanical device and hour counters are commonly used across mechanical machinery (land, sea, air, vehicles and other equipment) to determine maintenance intervals.

Applying that model across a consumer items with few mechanical parts will take a huge mind-shift.? Most folk don't understand preventative maintenance, especially on non mechanical items.

What preventative maintenance? I'm talking about tvs...

And there you go....
I rest my case.

Really, I'm serious - give me some example of preventative maintenance for TVs. (not common sense items such as cleaning etc)

mattwnz

20141 posts

Uber Geek

#623036 10-May-2012 17:28

kiwijunglist: I'm currently helping out a friend with a CGA replacement.

It's a 40" Sony LCD TV, with 2 year manufacturer warranty.

I thought sony tvs only had a 12 month warranty. I get everything in writing when dealing with CGA claims, not that I have had too many, as retailers tend to put things right. However I have found that retailers don't tend to like putting things in writing, as it can come back to bite them if they tell you something incorrect.

I had a friend whose fridge failed after just 3 years, and they were told by the retailer that it was an old model so can't be fixed as they didn't have parts, and it was outside the warranty, so there was nothing they could do. I so wish I had helped them as they said they weren't aware of the CGA and expected lifetimes of products, but they left it too late, and it went to the landfill. I suspect many people don't know their rights when it comes to this.

mattwnz

20141 posts

Uber Geek

#623038 10-May-2012 17:31

thecripplernz: Hello people

A while back someone made a comment about what exactly constitutes a 'Substantial Fault' in the CGA

And he/she was probably right, if you dig deeper into the CGA you will find more info and you could get very embarrassed if you dont read the fine print and end up at the Tribunal

So at this point, a replacement is looking likely and should have word today apparently.

A question I now have, is should someone accept a replacement that isn't better or equal to the TV thats faulty in any specification...?

I beleive it has to be as good as, unless you agree otherwise. I had and LCD montior replaced under warranty, and it wasn't up to the standard of the previous one in terms of colour and viewing angles. It was essentially a cheap TN one. They had to give me a refund as they couldn't source a replacement of that brand with the same specs.

thecripplernz

252 posts

Ultimate Geek

#623039 10-May-2012 17:33

mattwnz:
thecripplernz: Hello people

A while back someone made a comment about what exactly constitutes a 'Substantial Fault' in the CGA

And he/she was probably right, if you dig deeper into the CGA you will find more info and you could get very embarrassed if you dont read the fine print and end up at the Tribunal

So at this point, a replacement is looking likely and should have word today apparently.

A question I now have, is should someone accept a replacement that isn't better or equal to the TV thats faulty in any specification...?

I beleive it has to be as good as, unless you agree otherwise. I had and LCD montior replaced under warranty, and it wasn't up to the standard of the previous one in terms of colour and viewing angles. It was essentially a cheap TN one. They had to give me a refund as they couldn't source a replacement of that brand with the same specs.

I agree...

No call from the retailer as promised... Will call them tomorrow

thecripplernz

252 posts

Ultimate Geek

#623080 10-May-2012 18:15

Late call...

But, all the info has now made its way across the Tasman for someone to maybe make a decision.
Toshiba wanted my details and what I expect out of the situation. (Replacement TV would be good)

But apparently even that isn't as likely as you may think.

They are apparently more likely to use a sliding scale based on how much use you have had out of
said TV and offer some money, like $1000 provided you put in another $500 for a replacement.

Apparently the tribunal would rule the same way. The Manager apparently sat in on a tribunal hearing the other day and they ruled that way over a similar TV, that was 5 years old....... Seems like a reasonable guy, but grain of salt stuff

So basically if you didn't have any money to kick in for another TV, your 42 inch could soon become a 26 inch.

kiwijunglist

2981 posts

Uber Geek

ID Verified

#623129 10-May-2012 19:22

mattwnz:
kiwijunglist: I'm currently helping out a friend with a CGA replacement.

It's a 40" Sony LCD TV, with 2 year manufacturer warranty.

I thought sony tvs only had a 12 month warranty.

I think maybe Sony 1 yr warranty but it was an HP purchase so maybe had 2 yr, no idea.

HTPC / Home automation (home assistant) enthusiast.

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