Has anyone filed a cga complaint? Questions inside

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Master Geek
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#2156771 9-Jan-2019 09:18

I had a similar issue with my Samsung phone..

I took it to the store 2 times and then said I want something done.. made a lot of noise.. scared away customers (by telling them about my warranty issues with them)..

One of the younger fellas said to me.. they have a 3 time lemon agreement or something.. 3rd repair is the last before a full refund or replacement..

According to CGA you have to give them the chance to make it right.. 2 times.. maybe 3 times? and then they are in breach of the act if they fail to replace or refund after a fair and reasonable chance to make it right..

I've found the warehouse group to be quite good when it comes to CGA.. however.. it comes down to the store and their manager's knowledge of the act..

If they're a chain store company (spark.. vodafone for example..) then maybe try another store?

The grief the store is giving you seems like a lack of knowledge/experience of their end..

antoniosk

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#2156787 9-Jan-2019 09:36

1. Warehouse Stationary is owned by The Warehouse Group.

2. You have taken very reasonable steps to follow their support processes and been left without reasonable remedy. 4 returns is not reasonable.

3. Mark Yeoman is the CFO and COO of the group. Pejman Okhovat is the CEO of warehouse/warehouse stationary. Legal almost certainly falls under Mark, and I would expect customer to go there to.

4. You are not getting reasonable support from the local store despite best efforts, as you have documented.

I would write to both mark and pejman, succintly lay out the issue and simply ask them to refund your money. You have every right to go the disputes tribunal, who will almost certainly support you (based on what you've told this group). If it goes to disputes, the cost to the group shoots up to $10k at least, far outweighing cost of remedy.

If ever you need to find people, group annual reports are a great source of information. directors and officers of a public company are obligated to make themselves available to customers and shareholders, but of course it doesn't mean folks make things easy!

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Antoniosk

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#2156793 9-Jan-2019 09:41

antoniosk:
1. Warehouse Stationary is owned by The Warehouse Group.

2. You have taken very reasonable steps to follow their support processes and been left without reasonable remedy. 4 returns is not reasonable.

3. Mark Yeoman is the CFO and COO of the group. Pejman Okhovat is the CEO of warehouse/warehouse stationary. Legal almost certainly falls under Mark, and I would expect customer to go there to.

4. You are not getting reasonable support from the local store despite best efforts, as you have documented.

I would write to both mark and pejman, succintly lay out the issue and simply ask them to refund your money. You have every right to go the disputes tribunal, who will almost certainly support you (based on what you've told this group). If it goes to disputes, the cost to the group shoots up to $10k at least, far outweighing cost of remedy.

If ever you need to find people, group annual reports are a great source of information. directors and officers of a public company are obligated to make themselves available to customers and shareholders, but of course it doesn't mean folks make things easy!

.... or, if you’ve got the steel, go to their head office and ask for the CEO by name - per my post yesterday - complete with name and address.

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

MadEngineer

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#2156799 9-Jan-2019 09:47

Receptionist would never let a random see a ceo without an appointment even at an sme. Hell, most ceos are hardly even at the office half the time.

You're not on Atlantis anymore, Duncan Idaho.

Taubin

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#2156868 9-Jan-2019 10:29

After making a public post on their facebook page about my decision to go to the commerce commission, I just received a voicemail to call their corporate office. Funny that. I'll update once I've had a chance to call them.

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Taubin

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#2156884 9-Jan-2019 10:55

Before I've had a chance to call them, I received the following email from them:

Hi Dustin

Thank you for your email and bringing this to our attention. At The Warehouse we take all complaints seriously and we appreciate you taking the time to contact us.

I am sorry that you have experienced an ongoing issue with the Microsoft Surface laptop and the poor customer service experience you received during the repair process at our Wairau Park Store.

Upon investigation we are happy to process a full refund for the Microsoft Surface laptop and we will be sending you a courier bag for the laptop so we can send it back to our Wairau Park store.

Please email me your bank account number so we can make a manual payment to your account and your address so we can send the courier bag to you.

If you need to email us further information or questions relating to your enquiry please reply to this email, or contact us on 0800 222 246 (8am-6pm weekdays and 9-4pm weekends) your reference number is xxxxxxxx.

Kind regards,

Dona | Customer Engagement Coach | The Warehouse Stationery |

I've not had a chance to reply yet, but it looks like I'm at least getting someplace.

[Mod edit| reference number removed]

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Stu

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#2156890 9-Jan-2019 11:02

Brilliant work following this through, and keeping us up to date with your progress.

Just a shame it's taken you so much work to get this far. Shouldn't happen, ever.

People often mistake me for an adult because of my age.

Keep calm, and carry on posting.

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MadEngineer

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#2157103 9-Jan-2019 15:19

Stu: Brilliant work following this through, and keeping us up to date with your progress.

Just a shame it's taken you so much work to get this far. Shouldn't happen, ever.

This. It absolutely should not be such a big deal to return something to a store.

You're not on Atlantis anymore, Duncan Idaho.

alasta

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#2157121 9-Jan-2019 15:39

For the product to fail four times there must be something seriously wrong with its design, which means other people who have bought the same product will also be suffering from its poor reliability. I wonder how many of them have just given up pursuing a resolution because they don't have a time or fortitude.

This really is terrible conduct by a retailer who should know better.

antoniosk

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#2157137 9-Jan-2019 15:47

alasta:

For the product to fail four times there must be something seriously wrong with its design, which means other people who have bought the same product will also be suffering from its poor reliability. I wonder how many of them have just given up pursuing a resolution because they don't have a time or fortitude.

This really is terrible conduct by a retailer who should know better.

I can kinda understand how Warehouses' hands are tied... they're just a storefront and not much else. But what about Microsoft? I have read many reports that the surface line, while innovative, has poor product quality in general with high fail and return rates. From personal experience, 5% return/fail is well high for a computing device, yet I've heard upwards of 20% is the current market norm, which must mean they are bleeding cash and customer satisfaction.

Having witnessed someone at close range using the Microsoft surface kit, and having to support it when it fails for the umpteenth time, there's no way I'd abandon my overpriced apple gear.

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Antoniosk

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#2157236 9-Jan-2019 19:55

MadEngineer: Receptionist would never let a random see a ceo without an appointment even at an sme. Hell, most ceos are hardly even at the office half the time.

Having worked professionally with major corporates for most part of my working life, I appreciate that and you’re quite right. It’s the fronting at the reception and asking for him by name that counts. The receptionist will say ‘he’s not available’ for sure.

So then you say ‘OK thanks - who is available to talk to me about my complaint? I’m not leaving here until I have talked to someone who can help me’.

They can’t fob you off in reception forever.

I’m still totally serious about this approach. If the OP wants to do this (which I suspect is unlikely) I’m putting my hand up to assist/accompany him on this visit.

Edit: Have now seen that this has been resolved. Good work and great result for the OP. Just shouldn’t have gone this far.

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

Journeyman

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#2157261 9-Jan-2019 21:28

antoniosk:

You have every right to go the disputes tribunal, who will almost certainly support you (based on what you've told this group). If it goes to disputes, the cost to the group shoots up to $10k at least, far outweighing cost of remedy.

Can you explain how the cost to the group goes up to $10k via this method?

Taubin

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#2157425 10-Jan-2019 11:36

Hopefully final update on this. I recieved the following this morning:

Hi Dustin

Thank you for your email and confirming the amount.

I can confirm that I have requested for your refund of $XXXX.XX to be processed today, please allow 5-10 business days for the refund to show in your account.

A courier bag has also been posted to you and should arrive within 3-5 business days.

If you need to email us further information or questions relating to your enquiry please reply to this email, or contact us on 0800 222 246 (8am-6pm weekdays and 9-4pm weekends) your reference number is [redacted].

Kind regards,

Dona | Customer Services Representative | The Warehouse Stationery | Phone: 0800 222 246 | Website: www.warehousestationery.co.nz

I'm sad that it took this amount of pestering to get a resolution, however it seems one has finally come. Now if anyone has any suggestions on a good, light laptop (preferably with usb type c) to replace this one, I'd love to hear about it!

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