A reason not to shop at dick smith

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# 818921 15-May-2013 11:13

networkn:
kawaii:
coffeebaron: When sales people push extended warranty on me; I say "so you don't think this product is going to last very long; what would you recommended instead, or shall I go elsewhere?"

Just remember one thing - they're only doing their job. If you really want to 'vent your furry' then the energy is better spent talking to the people who actually set up the sales policies that the customer service people must follow.

Exactly this. I never understand why people enjoy making others miserable.

Misery goes 2 ways -- you could say retail staff are deceiving less informed people into purchasing unnecessary extended warranties.

Do you really think retail staff are so thin-skinned that they get miserable when customers mention the CGA? In fact, it is good that some customers remind retail staff of their CGA obligations.

ahmad

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# 819943 15-May-2013 11:59

DaveDog:
michaelmurfy: It really comes down to this - and this is the only reason I'd buy an extended warranty:

You're spending over $500 on a device, the extended warranty comes in under 10% of the total value of the product, in the future after the manufacturer warranty has expired you're still welcome to go into the store to sort things out without any hassle. With the CGA you normally have to fight with the retailer to get them to do anything about it. It's more of a convenience.

Back in 2007 I was bought a first generation iPod Touch 16gb from DSE, it stopped working after the warranty expired, I went back to DSE with my receipt since I had an extended warranty, 2 days later I got upgraded to a 2nd generation 16gb iPod Touch at no cost - they even apologised about the wait to me.

Sure, the iPod was over a year old, I could have claimed through the CGA but it wouldn't have been that quick, nor hassle-free. Some things I'll never buy warranties on but if it's something I use every day and see value in it I'll do so.

It's not a scam, it's adding convenience.

The thought to me of purchasing an extended warranty because it is too hard to deal with retailers is nothing short of a cop-out... As far as I am concerned if a retailer goes to lengths to avoid their CGA obligations - I won't be shopping there... DSE happens to be one of those as far as I am concerned...

And yes - it IS a scam...

Name one retailer in New Zealand that won't simply apologise and say that they can't help you because your 15 month old faulty item is "out of warranty".

DaveDog

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Ultimate Geek

# 819945 15-May-2013 12:00

ahmad:
DaveDog:
michaelmurfy: It really comes down to this - and this is the only reason I'd buy an extended warranty:

You're spending over $500 on a device, the extended warranty comes in under 10% of the total value of the product, in the future after the manufacturer warranty has expired you're still welcome to go into the store to sort things out without any hassle. With the CGA you normally have to fight with the retailer to get them to do anything about it. It's more of a convenience.

Back in 2007 I was bought a first generation iPod Touch 16gb from DSE, it stopped working after the warranty expired, I went back to DSE with my receipt since I had an extended warranty, 2 days later I got upgraded to a 2nd generation 16gb iPod Touch at no cost - they even apologised about the wait to me.

Sure, the iPod was over a year old, I could have claimed through the CGA but it wouldn't have been that quick, nor hassle-free. Some things I'll never buy warranties on but if it's something I use every day and see value in it I'll do so.

It's not a scam, it's adding convenience.

The thought to me of purchasing an extended warranty because it is too hard to deal with retailers is nothing short of a cop-out... As far as I am concerned if a retailer goes to lengths to avoid their CGA obligations - I won't be shopping there... DSE happens to be one of those as far as I am concerned...

And yes - it IS a scam...

Name one retailer in New Zealand that won't simply apologise and say that they can't help you because your 15 month old faulty item is "out of warranty".

One... Heathcote Appliances in Hamilton... The after sales service is nothing short of outstanding.

ahmad

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# 819947 15-May-2013 12:03

DaveDog:
ahmad:
DaveDog:
michaelmurfy: It really comes down to this - and this is the only reason I'd buy an extended warranty:

You're spending over $500 on a device, the extended warranty comes in under 10% of the total value of the product, in the future after the manufacturer warranty has expired you're still welcome to go into the store to sort things out without any hassle. With the CGA you normally have to fight with the retailer to get them to do anything about it. It's more of a convenience.

Back in 2007 I was bought a first generation iPod Touch 16gb from DSE, it stopped working after the warranty expired, I went back to DSE with my receipt since I had an extended warranty, 2 days later I got upgraded to a 2nd generation 16gb iPod Touch at no cost - they even apologised about the wait to me.

Sure, the iPod was over a year old, I could have claimed through the CGA but it wouldn't have been that quick, nor hassle-free. Some things I'll never buy warranties on but if it's something I use every day and see value in it I'll do so.

It's not a scam, it's adding convenience.

The thought to me of purchasing an extended warranty because it is too hard to deal with retailers is nothing short of a cop-out... As far as I am concerned if a retailer goes to lengths to avoid their CGA obligations - I won't be shopping there... DSE happens to be one of those as far as I am concerned...

And yes - it IS a scam...

Name one retailer in New Zealand that won't simply apologise and say that they can't help you because your 15 month old faulty item is "out of warranty".

One... Heathcote Appliances in Hamilton... The after sales service is nothing short of outstanding.

Ok I probably should have said a "chain store" as regional variation may occur. I'm sure they wouldn't be entirely obliging to every single person that goes back to them with a 4 year old faulty computer or whiteware appliance though.

freitasm

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# 819953 15-May-2013 12:05

ahmad: Ok I probably should have said a "chain store" as regional variation may occur. I'm sure they wouldn't be entirely obliging to every single person that goes back to them with a 4 year old faulty computer or whiteware appliance though.

Now you're changing the parameters. You first asked abot "15 months" now it suddenly jumped to four years.

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DaveDog

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Ultimate Geek

# 819954 15-May-2013 12:06

ahmad:
DaveDog:
ahmad:
DaveDog:
michaelmurfy: It really comes down to this - and this is the only reason I'd buy an extended warranty:

You're spending over $500 on a device, the extended warranty comes in under 10% of the total value of the product, in the future after the manufacturer warranty has expired you're still welcome to go into the store to sort things out without any hassle. With the CGA you normally have to fight with the retailer to get them to do anything about it. It's more of a convenience.

Back in 2007 I was bought a first generation iPod Touch 16gb from DSE, it stopped working after the warranty expired, I went back to DSE with my receipt since I had an extended warranty, 2 days later I got upgraded to a 2nd generation 16gb iPod Touch at no cost - they even apologised about the wait to me.

Sure, the iPod was over a year old, I could have claimed through the CGA but it wouldn't have been that quick, nor hassle-free. Some things I'll never buy warranties on but if it's something I use every day and see value in it I'll do so.

It's not a scam, it's adding convenience.

The thought to me of purchasing an extended warranty because it is too hard to deal with retailers is nothing short of a cop-out... As far as I am concerned if a retailer goes to lengths to avoid their CGA obligations - I won't be shopping there... DSE happens to be one of those as far as I am concerned...

And yes - it IS a scam...

Name one retailer in New Zealand that won't simply apologise and say that they can't help you because your 15 month old faulty item is "out of warranty".

One... Heathcote Appliances in Hamilton... The after sales service is nothing short of outstanding.

Ok I probably should have said a "chain store" as regional variation may occur. I'm sure they wouldn't be entirely obliging to every single person that goes back to them with a 4 year old faulty computer or whiteware appliance though.

They are a franchised operator of the 100% brand... Not sure of the other franchisees performance - But, they've just rated top of the list in Consumer too... Well deserved...

insane

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# 819960 15-May-2013 12:10

TLDR;

Electronics MTTF follows a 'bathtub' curve meaning that any failures will mostly occur early or many years into the life of the product. Extended warranties don't cover the first year and only kick in on the other side of the curve meaning they are seldom ever redeemed

Of course the CGA covers the same period so with the exception of a few failures here and there they are not really worth it.

I used to work for DSE many years ago, the commission was 1.5% of profit made, meaning you didn't get much, and the area managers constantly pushed us to sell the extended warranties.

networkn

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# 819961 15-May-2013 12:12

surfisup1000:
networkn:
kawaii:
coffeebaron: When sales people push extended warranty on me; I say "so you don't think this product is going to last very long; what would you recommended instead, or shall I go elsewhere?"

Just remember one thing - they're only doing their job. If you really want to 'vent your furry' then the energy is better spent talking to the people who actually set up the sales policies that the customer service people must follow.

Exactly this. I never understand why people enjoy making others miserable.

Misery goes 2 ways -- you could say retail staff are deceiving less informed people into purchasing unnecessary extended warranties.

Do you really think retail staff are so thin-skinned that they get miserable when customers mention the CGA? In fact, it is good that some customers remind retail staff of their CGA obligations.

No, You are confusing the issues. deliberately misleading a sales person into believing you are going to buy something you have no intention of buying, is pretty bad, especially if you are doing it to cause them undue bad feelings.

ahmad

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# 819962 15-May-2013 12:12

freitasm:
ahmad: Ok I probably should have said a "chain store" as regional variation may occur. I'm sure they wouldn't be entirely obliging to every single person that goes back to them with a 4 year old faulty computer or whiteware appliance though.

Now you're changing the parameters. You first asked abot "15 months" now it suddenly jumped to four years.

I still stand by almost all if not all "major chains" at least initially refusing service for something 3 months "out of warranty".

The 15 months jumped to 4 years because Heathcotes allegedly raise the bar. I'd be (pleasantly) surprised if they are are actually honouring the CGA (they might be the only retailer in NZ to actually do so in that case).

richms

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# 819972 15-May-2013 12:19

gzt:
richms: Since its not legit to misrepresent rights under the CGA I wonder how claiming ignorance falls within that?

Can you point to the section? http://www.legislation.govt.nz/act/public/1993/0091/latest/whole.html

It was violating the fair trading act to misrepresent the CGA when it was all explained to me. Better to say you dont know than to say something isnt covered etc.

Richard rich.ms

gzt

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# 819975 15-May-2013 12:20

3 people support this post

joff_nz: I dont think theres anything wrong with dse wanting to know who this is.

Maybe not, but what actually happened in this instance DSE HR intended to backdoor the privacy act and asked the mods to provide personal information. That is far from admirable behavior on the part of DSE HR, and not very techxpert.

On the part of the OP, so far the lack of responses to reasonable questions indicate the OP is using the forum as a soapbox rather than a discussion forum.

The OP is trying the patience of geekzone.

gzt

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# 819980 15-May-2013 12:26

richms:
gzt:
richms: Since its not legit to misrepresent rights under the CGA I wonder how claiming ignorance falls within that?

Can you point to the section? http://www.legislation.govt.nz/act/public/1993/0091/latest/whole.html

It was violating the fair trading act to misrepresent the CGA when it was all explained to me. Better to say you dont know than to say something isnt covered etc.

Ok, got it. You mean section 9 of the Fair Trading Act: http://www.legislation.govt.nz/act/public/1986/0121/latest/whole.html#DLM96903

But for instance (and there is no evidence of it in this thread) if sales people are actually being trained to say they don't know, imho the law would regard this as the company engaging in deceptive conduct.

Why they don't sell the real and tangible benefits I just can't figure out.

Also saying 'no' once is often not enough. I purchased a camera at JB Hi-Fi last year. The sales person gave me at least three separate pitches lasting around 5 minutes in total before he got to processing the sale, which he finally did reluctantly. The last of those was fear selling to the max. There must have been something serious at stake there, the camera itself was under $200.

Dunnersfella

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# 820065 15-May-2013 13:57

insane: TLDR;
I used to work for DSE many years ago, the commission was 1.5% of profit made, meaning you didn't get much, and the area managers constantly pushed us to sell the extended warranties.

And that figure explains the churn you see from Dick Smith staff...
It would have to be one of the lowest commission rates out there in the electronics retail game?
1.5% of profit - wow.

networkn

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# 820068 15-May-2013 13:59

Dunnersfella:
insane: TLDR;
I used to work for DSE many years ago, the commission was 1.5% of profit made, meaning you didn't get much, and the area managers constantly pushed us to sell the extended warranties.

And that figure explains the churn you see from Dick Smith staff...
It would have to be one of the lowest commission rates out there in the electronics retail game?
1.5% of profit - wow.

I think he must mean 1.5% of value of the item.

P1n3apqlExpr3ss

827 posts

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# 820084 15-May-2013 14:16

He did say many years ago and many years ago for DSE meant a lot of high margin electronics components; doesnt seem too unreasonable

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