Faulty at Time of Purchase

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Oddball

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Master Geek
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Topic # 160589 12-Jan-2015 20:58

Hi guys, I'm looking for CGA advice. I purchased a PS4 from JBHifi a couple of months ago.

Every now and then the bluetooth drops out just long enough to let go of any buttons that are held down such as scoping a gun and/or firing it.

I am VERY close to the PS4 - half a meter without obstructions. Also the bluetooth range on mine compared to my flatmates is incredibly weak over distance, walking 3 metres with minor obstruction will cause the controller to disconnect. I tested with his PS4 so I know it's not intended to be this weak - I put his in same spot with same setup and the difference is huge.

It keeps getting me killed in shooters and anywhere I need to hold down the button. I have confirmed with 3 controllers that the fault is the PS4 console itself rather than faulty controllers.

So, I called JB and told them this. They said we will not replace the console, repair is the only option they offered and said Sony will do the same.

My console did not degrade or break, the one that they grabbed from the store and gave to me was already faulty. And then they expected me to wait for 2 weeks to get it repaired when I only just got it??

I declined the repair because it doesn't occur and kill me often enough to warrant losing it that long when every day mattered in progressing in Destiny and particularly raids. But then I wanted to play in the lounge and jumped on my flatmate's and the response time is actually better.

I want to know why my rights are under the CGA and legally, because I still do not want to give up my PS4 for 2 weeks while they repair it. It was faulty at the time of purchase so I should not have to let them repair it and waste my time. I can't help to feel cheated, and I'm certain they must have lied about saying they're allowed to repair when it was faulty the moment they gave it to me.

Shady business practices, at the least.

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Uber Geek
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Reply # 1212752 12-Jan-2015 21:06

One person supports this post

http://www.consumeraffairs.govt.nz/for-consumers/law/consumer-guarantees-act/got-a-problem-with-goods

I would say the retailer has the right to repair, if it is a substantial fault then they can replace. They won't know until they inspect the unit.

Always be yourself, unless you can be Batman, then always be the Batman

Oddball

65 posts

Master Geek
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Reply # 1212765 12-Jan-2015 21:27

scuwp: http://www.consumeraffairs.govt.nz/for-consumers/law/consumer-guarantees-act/got-a-problem-with-goods

I would say the retailer has the right to repair, if it is a substantial fault then they can replace. They won't know until they inspect the unit.

I offered to walk there and let them inspect it, they refused saying they have to send it off to Sony.

I am not asking for a refund, I just want what I paid for.

How is it fair to the consumer that I walked into the store, paid full price, and walked off with a faulty item and they wont let me waste my time walking all the damned way back up Willis St from Aro Valley with the thing to get a replacement? I have nothing to gain by lying about the fault. Instead, I have to wait TWO WEEKS after buying it to get what I just paid for. I'm not ordering from Asia. I didn't drop the bloody thing.

I'm the one being affected here, I can choose how I want THEIR error to be remedied because it's me who has to pay for their lack of QA. Is that really wrong?

Edit:
You can not brick wall a customer into a single incredibly inconvenient solution that favors only yourself.

nathan

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Microsoft

Reply # 1212775 12-Jan-2015 21:37

3 people support this post

seems pretty crap experience

you probably would have got a different resposne from them if you returned it into the first few days instead of 2 months later though

johnr

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Reply # 1212777 12-Jan-2015 21:40

You can't expect JB hifi to do an inspection of the unit, They have every right to send the unit to Sony for inspection

Oddball

65 posts

Master Geek
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Reply # 1212779 12-Jan-2015 21:41

nathan: seems pretty crap experience

you probably would have got a different resposne from them if you returned it into the first few days instead of 2 months later though

I think you misread, that response was 2 weeks after purchase and I declined their solution. The fault is aggravating enough that I'm fed up with it and I wont be bullied into the corner when it comes to something that was faulty as I purchased it.

They can NOT offer a solution that involves the customer paying for their error and takes all the inconvenience so they don't have to.

Oddball

65 posts

Master Geek
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Reply # 1212780 12-Jan-2015 21:41

johnr: You can't expect JB hifi to do an inspection of the unit

Then they can have Sony cover any costs, because I can expect Sony to before it goes out the door. Faulty at time of purchase.

Also, they can't expect me to wait two weeks AFTER I walked into the store and purchased it to use what I had just bought.

graemeh

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Reply # 1212781 12-Jan-2015 21:42

The easiest approach is to just let them send it off to Sony. The staff in the shop probably don't have the diagnostic tools to trouble shoot properly.

Oddball

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Master Geek
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Reply # 1212783 12-Jan-2015 21:43

graemeh: The easiest approach is to just let them send it off to Sony. The staff in the shop probably don't have the diagnostic tools to trouble shoot properly.

Easiest for them. I may be willing to go without it, if it wasn't faulty as they handed it to me.

johnr

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Reply # 1212784 12-Jan-2015 21:43

graemeh: The easiest approach is to just let them send it off to Sony. The staff in the shop probably don't have the diagnostic tools to trouble shoot properly.

Correct the sales people in JB hifi should not be touching the unit

sdavisnz

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Reply # 1212785 12-Jan-2015 21:44

if you return the unit within 7-14 days most retailers would RFC - return for credit or DOA - dead on arrival, but after this time standard policy is repair,

i have worked at noel leeming for 8 years.

we would do the same thing...

Voice gives context

Oddball

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Master Geek
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Reply # 1212786 12-Jan-2015 21:46

sdavisnz: if you return the unit within 7-14 days most retailers would RFC - return for credit or DOA - dead on arrival, but after this time standard policy is repair,

i have worked at noel leeming for 8 years.

we would do the same thing...

I called to report the fault 2 weeks, that's 14 days. So evidently not.

johnr

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Reply # 1212787 12-Jan-2015 21:48

Oddball:
sdavisnz: if you return the unit within 7-14 days most retailers would RFC - return for credit or DOA - dead on arrival, but after this time standard policy is repair,

i have worked at noel leeming for 8 years.

we would do the same thing...

I called to report the fault 2 weeks, that's 14 days. So evidently not.

That maybe the case but did you take the unit back to the store with the proof of purchase?

MikeB4

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Reply # 1212789 12-Jan-2015 21:57

Oddball:
sdavisnz: if you return the unit within 7-14 days most retailers would RFC - return for credit or DOA - dead on arrival, but after this time standard policy is repair,

i have worked at noel leeming for 8 years.

we would do the same thing...

I called to report the fault 2 weeks, that's 14 days. So evidently not.

You may have reported a fault within 2 weeks but you declined a solution. Now Months later you say its faulty that they should DOA the unit. At months later it is not DOA, JBHFI are right in wanting Sony or certified Sony agent assess the unit.

Mike
Retired IT Manager.
The views stated in my posts are my personal views and not that of any other organisation.

Mac user, Windows curser, Chrome OS desired.

A Tiger in Africa, probably escaped from the Zoo.

sdavisnz

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Reply # 1212790 12-Jan-2015 22:00

3 people support this post

My console did not degrade or break, the one that they grabbed from the store and gave to me was already faulty. And then they expected me to wait for 2 weeks to get it repaired when I only just got it??

I declined the repair because it doesn't occur and kill me often enough to warrant losing it that long when every day mattered in progressing in Destiny and particularly raids. But then I wanted to play in the lounge and jumped on my flatmate's and the response time is actually better.

.

you did not let jb sort the problem within the 14 days of purchase.

you decided you were happy to keep it.

now you have to go through standard practice

get over it, its 2 weeks, go and do some exercise.

Voice gives context

Oddball

65 posts

Master Geek
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Reply # 1212791 12-Jan-2015 22:02

sdavisnz:

My console did not degrade or break, the one that they grabbed from the store and gave to me was already faulty. And then they expected me to wait for 2 weeks to get it repaired when I only just got it??

I declined the repair because it doesn't occur and kill me often enough to warrant losing it that long when every day mattered in progressing in Destiny and particularly raids. But then I wanted to play in the lounge and jumped on my flatmate's and the response time is actually better.

.

you did not let jb sort the problem within the 14 days of purchase.

you decided you were happy to keep it.

now you have to go through standard practice

get over it, its 2 weeks, go and do some exercise.

Huh? That's completely wrong.

I did not decide I was happy to keep it, I decided their one single only solution that pushes all the inconvenience of their errors onto me. They refused to provide an adequate solution.

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