Charges filed against Noel Leeming for misrepresenting consumers’ rights

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#2003471 27-Apr-2018 13:14

The trick is play the game first, follow the rules of the CGA and don't just start emailing management right off the bat. It should only be done when something has not worked the way it should at the lower levels.

I know this can be a pain when there is a fault and you want it fixed without sending the device away or letting them try and repair it first. But if you throw your toys to start with you won't get anywhere.

CYaBro

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#2003525 27-Apr-2018 14:13

Just this week our local Noel Leeming declined doing anything with a MacBook Pro that was only just out of warranty.

On top of that they sent them to some 3rd party to get it repaired.

Customer called Apple, who sent them to us, and the device is still covered by the CGA and Apple will cover the costs for the repair.

Obviously customer will not be going back to Noel Leeming again!

Opinions are my own and not the views of my employer.

surfisup1000

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#2003528 27-Apr-2018 14:16

tripp:

The trick is play the game first, follow the rules of the CGA and don't just start emailing management right off the bat. It should only be done when something has not worked the way it should at the lower levels.

I know this can be a pain when there is a fault and you want it fixed without sending the device away or letting them try and repair it first. But if you throw your toys to start with you won't get anywhere.

Who is 'throwing their toys'? It seems to me you are victim blaming .

NotReally

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#2003532 27-Apr-2018 14:22

I refused to buy anything from Noel Leeming after they bullied my daughter into an extended warranty on a laptop.

If (when) the Commerce Commission wins, who want to guess the value of the class action suit?

tripp

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#2003540 27-Apr-2018 14:35

surfisup1000:

tripp:

The trick is play the game first, follow the rules of the CGA and don't just start emailing management right off the bat. It should only be done when something has not worked the way it should at the lower levels.

I know this can be a pain when there is a fault and you want it fixed without sending the device away or letting them try and repair it first. But if you throw your toys to start with you won't get anywhere.

Who is 'throwing their toys'? It seems to me you are victim blaming .

There are people that will march into a store and kick and scream demanding a replacement before the retailer has had a chance to "put it right" as per the CGA or think they can reject the first repair when it comes back into the store. This is not correct. All I am saying is both parties need to play by the rules to get it sorted.

dejadeadnz

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#2003706 27-Apr-2018 19:10

tripp:

There are people that will march into a store and kick and scream demanding a replacement before the retailer has had a chance to "put it right" as per the CGA or think they can reject the first repair when it comes back into the store. This is not correct. All I am saying is both parties need to play by the rules to get it sorted.

If the good has a substantial failure, a consumer is immediately entitled to a reject it. Personally, I'd like to see a law passed where shop assistants and people in trade who deliberately or recklessly misinform people as to their rights under the CGA are treated as criminals -- it's the only way that will truly get rid of this kind of this kind of practice.

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bmt

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#2003740 27-Apr-2018 20:14

mcdongle:

Apparently a Harvey Norman extended guarantee does not start at the point it is paid for but when the goods are delivered. Which left a 4 day gap between manufacturer two year warranty and theirs starting.

Guess when our washing machine decided to give up??

Don't see why that would be a problem, Harvey Norman wouldn't know the exact date your washing machine failed unless you told them....

amiga500

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#2003746 27-Apr-2018 20:29

DSE was just as bad. One day at the counter I got a bit annoyed & asked the guy if the sales staff got any training in the application of the CGA. That was when they were trying to up sell me with an extended warranty for something that should last at least a few years.

quickymart

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#2003753 27-Apr-2018 20:50

I found Harvey Norman to be the worst at pushing their extended warranty BS.
I remember Consumer did a piece on them a few years back and found they were a complete waste of money (and in some cases, time).

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#2003889 28-Apr-2018 08:17

I have to say I've found NL to be quite reasonable to deal with. I suppose that it depends to some extent on which store you are dealing with as consistency has been somthing I've noticed as lacking across a number of corporate businesses who probably need to invest more in training.

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#2004073 28-Apr-2018 13:44

When I had some time on my hands over the Christmas holidays I got a great deal of entertainment out of reading the horror stories posted on the Noel Leeming Facebook page.

I have had so many problems with big box retailers that I now avoid them altogether. If I need technology gear then I just order it directly from Apple, but I'm not sure what I'm going to do when I eventually need to replace my TV or whiteware.

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mattwnz

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#2004084 28-Apr-2018 14:02

dejadeadnz:

tripp:

There are people that will march into a store and kick and scream demanding a replacement before the retailer has had a chance to "put it right" as per the CGA or think they can reject the first repair when it comes back into the store. This is not correct. All I am saying is both parties need to play by the rules to get it sorted.

If the good has a substantial failure, a consumer is immediately entitled to a reject it. Personally, I'd like to see a law passed where shop assistants and people in trade who deliberately or recklessly misinform people as to their rights under the CGA are treated as criminals -- it's the only way that will truly get rid of this kind of this kind of practice.

Although it would still need assessing to make sure it is a substantial failure of character, wouldn't it? A TV for example may not turn on, which on the surface may appear like a substantial failure, but it could be easily fixed with a small cheap part and repair. The problem is that some people may expect a replacement straight away, rather than having it assessed first.

mattwnz

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#2004086 28-Apr-2018 14:07

alasta:

When I had some time on my hands over the Christmas holidays I got a great deal of entertainment out of reading the horror stories posted on the Noel Leeming Facebook page.

I have had so many problems with big box retailers that I now avoid them altogether. If I need technology gear then I just order it directly from Apple, but I'm not sure what I'm going to do when I eventually need to replace my TV or whiteware.

Now you have got me tempted to look at their facebook page. However from my experience, I have found Noels to be good to deal with in recent years, I think they improved after the warehouse purchased them, and I have found the warehouse does provide very good service if you have a problem.

On the flip side, I have tried to get after sales support from Apple directly and made CGA claim with them due to a known issue, and they ignored it. The person I spoke to said they weren't aware of the CGA, and they would need to get someone to get back to me, but they never did. Luckily I purchased from a NZ retailer so I asked for them to sort it out directly.

sonyxperiageek

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#2004136 28-Apr-2018 15:19

bmt:

mcdongle:

Apparently a Harvey Norman extended guarantee does not start at the point it is paid for but when the goods are delivered. Which left a 4 day gap between manufacturer two year warranty and theirs starting.

Guess when our washing machine decided to give up??

Don't see why that would be a problem, Harvey Norman wouldn't know the exact date your washing machine failed unless you told them....

Not even that, but as per CGA's "reasonable time", a washing machine should not fail between 1-4 days after the manufacturer's warranty has finished.

Sony

DaveDog

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#2004140 28-Apr-2018 15:32

This might be OT but a big help in the consumer rights minefield would be some sort of benchmark guide for consumers/retailers and manufacturers alike... For example: A washing machine under the provision of the CGA should last X years. A refrigerator should last Y years and so on...

That would spell out the expected lifespan and then everyone would be clear on what is expected and so on.

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