Has anyone filed a cga complaint? Questions inside

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#2154200 4-Jan-2019 01:24

Clearly the Comm Comm does do something, they prosecuted Noel Leeming after all. Making a CC complaint against Warehouse Stationery might not yield an immediate result, but it could contribute to a further prosecution.

The shop assistant who said "We don't sell those any more" seems to be suggesting a replacement would be out of the question on the basis of it being a discontinued model. I suspect that if you wanted a replacement they would have to give you an equivalent new version.

amiga500

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#2154216 4-Jan-2019 06:19

Best wishes for getting this resolved as soon as possible.

Taubin

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#2154217 4-Jan-2019 06:34

Journeyman:

The shop assistant who said "We don't sell those any more" seems to be suggesting a replacement would be out of the question on the basis of it being a discontinued model. I suspect that if you wanted a replacement they would have to give you an equivalent new version.

I kind of felt sorry for the kid, he was a bit stuck between me and the manager who was apparently too busy to speak with me directly. They didn't want to seem to budge from their line of "We'll decide if it's the exact same issue as before, and then decide if we'll do anything for you". They really seemed to want to blow me off, including trying to send me directly to the "repair center" instead of actually dealing with me.

It's frustrating but hopefully I'll get some solution in the end. Even if it goes all the way through the tribunal.

ZL2TOY/ZL1DMP

eracode

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#2154218 4-Jan-2019 07:05

Taubin:
Journeyman:

The shop assistant who said "We don't sell those any more" seems to be suggesting a replacement would be out of the question on the basis of it being a discontinued model. I suspect that if you wanted a replacement they would have to give you an equivalent new version.

I kind of felt sorry for the kid, he was a bit stuck between me and the manager who was apparently too busy to speak with me directly. They didn't want to seem to budge from their line of "We'll decide if it's the exact same issue as before, and then decide if we'll do anything for you". They really seemed to want to blow me off, including trying to send me directly to the "repair center" instead of actually dealing with me.

It's frustrating but hopefully I'll get some solution in the end. Even if it goes all the way through the tribunal.

Likely poorly trained and poorly paid - and that possibly goes for the manager too.

Sometimes I just sit and think. Other times I just sit.

tripp

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#2154219 4-Jan-2019 07:34

Taubin:

Journeyman:

The shop assistant who said "We don't sell those any more" seems to be suggesting a replacement would be out of the question on the basis of it being a discontinued model. I suspect that if you wanted a replacement they would have to give you an equivalent new version.

I kind of felt sorry for the kid, he was a bit stuck between me and the manager who was apparently too busy to speak with me directly. They didn't want to seem to budge from their line of "We'll decide if it's the exact same issue as before, and then decide if we'll do anything for you". They really seemed to want to blow me off, including trying to send me directly to the "repair center" instead of actually dealing with me.

It's frustrating but hopefully I'll get some solution in the end. Even if it goes all the way through the tribunal.

If it was me I would do the following:

Make contact with MS to see if they will replace (if that is what you are after).

Go back to WHS (another store if there is one) and ask to talk to the manager, ask them for a refund, tell them that it has been sent away 4 times and you would like a refund as per your rights under the CGA. If the manager gives you the run around ask for the area manager to contact you within the next 5 business days. Tell them the sooner the better. Also ask for their "address for service" they will get confused and then explain it as the place you need to send a copy of legal papers for the disputes tribunal as you will be filing papers early next week.

I have found this tends to kick things up off and gets things sorted.

You can file DT papers all online. There is a price to take someone there but add some extra $$$ for the run around and them not supporting the CGA correctly. <-- (edit, notice you already have). Good :)

How i expect it to play out now that you have filed. Once they get the papers in the mail someone will contact you and ask you to bring in the machine for a refund.

dejadeadnz

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#2154265 4-Jan-2019 11:06

I'd do something different. Find their head office number, ring up and ask to speak to a complaints team member. Better yet, ask to have the the e-mail address of their General Counsel (Head of Legal) by clearly stating what your issue is, that you have filed court/tribunal proceedings, and are considering going to the Commerce Commission. With any big corporate, this will instantly trigger escalation procedures. I know because I've been part of this kind of escalation chain all my career. Once you get the details, calmly compose an e-mail, and you should get a positive outcome.

Taubin

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#2154274 4-Jan-2019 11:54

dejadeadnz:

I'd do something different. Find their head office number, ring up and ask to speak to a complaints team member. Better yet, ask to have the the e-mail address of their General Counsel (Head of Legal) by clearly stating what your issue is, that you have filed court/tribunal proceedings, and are considering going to the Commerce Commission. With any big corporate, this will instantly trigger escalation procedures. I know because I've been part of this kind of escalation chain all my career. Once you get the details, calmly compose an e-mail, and you should get a positive outcome.

Thank you for the advice, I've just sent an email to their complaints team via their website. They do not list any emails or phone numbers for their corporate unfortunately.

ZL2TOY/ZL1DMP

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tripp

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#2154278 4-Jan-2019 12:02

Taubin:

dejadeadnz:

I'd do something different. Find their head office number, ring up and ask to speak to a complaints team member. Better yet, ask to have the the e-mail address of their General Counsel (Head of Legal) by clearly stating what your issue is, that you have filed court/tribunal proceedings, and are considering going to the Commerce Commission. With any big corporate, this will instantly trigger escalation procedures. I know because I've been part of this kind of escalation chain all my career. Once you get the details, calmly compose an e-mail, and you should get a positive outcome.

Thank you for the advice, I've just sent an email to their complaints team via their website. They do not list any emails or phone numbers for their corporate unfortunately.

I have found it very hard to get a reply from any management / corp teams from TWG etc. Emails go unanswered etc.

dejadeadnz

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#2154281 4-Jan-2019 12:14

If you've got a written record of trying to communicate with them with reasonable requests and they just ignore you, even better. Show it to the CC and DT. Yes, I agree that not having to go to the DT is best but if people force your hand stupid, let them have it with all you've got. The TWG's attitude towards legal compliance is just disgraceful.

pctek

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#2154527 4-Jan-2019 18:19

alasta:

It was Noel Leeming, which happens to fall under the same corporate banner as Warehouse Stationery. Clearly they haven't learnt anything.

https://www.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=12134926

loceff13

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#2155005 5-Jan-2019 18:11

marej:

I personally feel you have done your bit with the retailer. Document it, and now go to the manufacturer.

It's not fit for purpose, multiple failures(4!) within it's local warranty period(2 years). Retailer has the same responsibility as the manufacturer(or importer) and a full refund is a reasonable ask even if they don't stock the product line anymore.

Taubin

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#2156499 8-Jan-2019 16:22

I just wanted to give an update to this.

I emailed corporate on the third, and never heard a peep back from them. At this point, I've also laid a complaint with the commerce commission, not that I'll hear anything back I'm sure. I'm absolutely in this for the long haul, and will absolutely be seeing the entire thing all the way through. It's quite frustrating that they think they can just ignore the issue, or ignore me and I will go away, but I won't be doing that. I'll update if I hear anything from the CC or related to my complaint to the court.

ZL2TOY/ZL1DMP

eracode

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#2156525 8-Jan-2019 16:52

Just accidentally deleted my last post.

Sometimes I just sit and think. Other times I just sit.

surfisup1000

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#2156590 8-Jan-2019 17:44

Taubin:

I just wanted to give an update to this.

I emailed corporate on the third, and never heard a peep back from them. At this point, I've also laid a complaint with the commerce commission, not that I'll hear anything back I'm sure. I'm absolutely in this for the long haul, and will absolutely be seeing the entire thing all the way through. It's quite frustrating that they think they can just ignore the issue, or ignore me and I will go away, but I won't be doing that. I'll update if I hear anything from the CC or related to my complaint to the court.

Of the many times I've complained to the CC, regarding the behaviour of large retailers, domestic and international with local operations, they have always replied.

Every reply except for one, acknowledged the law was possibly being breached, but they would take no action. On one of the replies, they did say they would send the company a warning that their behaviour was misleading (which was likely binned because the company still does the same thing today as they did 3 years ago when I laid the complaint).

I really hope the CC takes up your case though, because The Warehouse/NL have already been found guilty a few months back. Second strike warrants a larger penalty.

eracode

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#2156595 8-Jan-2019 17:49

Just look at this BS from The Warehouse Group’s website:

“About The Warehouse Group:

New Zealand's leading retail group is founded on a vision to create a business that helps New Zealanders flourish.

Encompassing market-leading retailers in their category, including The Warehouse, Noel Leeming Group, Warehouse Stationery and Torpedo7, the Group meets the everyday needs of Kiwis by putting people and the environment at the centre of everything we do.”

Then there’s this crap from their 2017 and 2018 Annual Reports:

“We believe that working together as partners for the benefit of New Zealand is the key to building successful relationships. Through our business operations and activities, we regularly engage with stakeholders including our customers ….”

“The retail industry is facing an unprecedented age of digital disruption, which creates an entirely new set of consumer expectations. The ability to anticipate and respond to customer needs has never been more important ...”

“Our plan is to deliver a better retail experience for all Kiwis.”

“A plan to deliver to our customers’ needs.”

“A plan to deliver passionate expertise”.

The corporate bullsht just goes on and on. The sheer hypocrisy of it is staggering.

I am being totally serious with the following suggestion: If I was the OP (assuming the OP is in Auckland) I would take the offending product and all my records and documentation and go to their corporate office. Front up at the reception desk and firmly ask to see the CEO Nick Grayston - ask for him by name - saying that you have a complaint. You may or may not get to see Mr Grayston but I’m sure you will get some attention and quite possibly a resolution. Their alternative is to call for their security to throw you out but I’m pretty sure they wouldn’t do that.

Here’s where to go:

Place of Business

26 The Warehouse Way

Northcote

Auckland 0627

PO Box 33470

Takapuna

Auckland 0740

Telephone: +64 9 489 7000

Sometimes I just sit and think. Other times I just sit.

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