Noel Leeming fined $200k for misleading customers about CGA

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Dunnersfella

4086 posts

Uber Geek

#2145894 15-Dec-2018 18:37

The Panasonic Blu-Ray / DVD scenario is simply a training thing. Sales / technical staff cannot know everything, to assume they can is folly.

They can of course call someone in order to find out, but yeah, obviously that didn't happen.

Dunnersfella

4086 posts

Uber Geek

#2145895 15-Dec-2018 18:39

Geektastic:

Then I suggest that the management of NL have a nice weekend away with some experienced international retail consultants and revamp their business from top to bottom, perhaps replicating a structure like that used by John Lewis.

Or, pack up, go home and leave us to get on with shopping at Amazon...!

Amazon offer extended warranties and don't mention our rights under the CGA... just saying.

One rule for all? Nope.

An example...

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JimmyH

2886 posts

Uber Geek

#2145937 15-Dec-2018 23:47

Dunnersfella:

Amazon offer extended warranties and don't mention our rights under the CGA... just saying.

One rule for all? Nope.

That's because there are no CGA rights with Amazon purchases. The CGA applies to goods sold within NZ. If you purchase offshore and import them yourself then the CGA explicitly doesn't apply. Nor, practically, could it.

You seem to be implying that this is somehow a loophole and unfair, it isn't. If you buy within NZ then the vendors are subject to NZ consumer law. If you buy outside NZ then the vendors aren't covered by NZ consumer law, and you take the risk.

Personally, for some types of goods, I'm willing to pay a premium to be covered by the CGA and deal with a local supplier if something goes wrong. How much that premium is depends on what I buy - for a book it's zero, for a small bit of low-value electronics that isn't a fire hazard it's close to zero, for a major appliance it's material. But that premium is usually 10-20%, not the 100-300% than some NZ retailers seem to think they can charge. I am surprised more NZ retailers don't use the CGA in their marketing material, as a point of difference/value compared to direct imports.

richms

28168 posts

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Lifetime subscriber

#2145938 15-Dec-2018 23:54

JimmyH:

I am surprised more NZ retailers don't use the CGA in their marketing material, as a point of difference/value compared to direct imports.

Because that would remind people that it exists.

Richard rich.ms

MadEngineer

4271 posts

Uber Geek

Trusted

#2145953 16-Dec-2018 08:48

Years ago I took a faulty iPhone back to jb hifi. They handed me a pre-printed piece of paper with all the manufacturers support phone numbers listed suggesting that’s how they handled all their faulty returns.

I know I the case of apple it really is just better dealing directly with their support but back then I wanted the replacemt supplied by the place I purchased it from.

You're not on Atlantis anymore, Duncan Idaho.

Dial111

978 posts

Ultimate Geek

#2145955 16-Dec-2018 08:59

dejadeadnz:
I've said it before and will say it again: jail staff and management involved in intentionally misleading customers on the CGA. Jail management that fails to implement proper CGA-training programmes.

when you only get 11 months home D for a fatal hit and run, sounds a bit excessive to jail someone for intentionally misleading consumers under the CGA.

firefuze

510 posts

Ultimate Geek

#2145998 16-Dec-2018 09:45

mobile phones are only replaced within 14 days, and a new phone could only be obtained if a fault occurs three times

This has also been Sparks / Telegistics policy for a long time. Fault outside 14 days requires mail in service where a repair is carried out (if repairable, otherwise refurb unit sent back) if the fault occurs again, mail it back in, fault occurs again then mail it back again in to potentially gain a full retail box replacement.

Tedious process but also keeping in mind customer facing staff don’t have the expertise or facilities to make a genuine warranty assessment of such devices

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