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# 214021 24-Apr-2017 12:28
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There are a large number of online-only (or at least their primary sales outlet is their web site) retailers in NZ these days peddling all sorts of imported items, and it's not always easy to tell the good from the bad.

 

I've purchased half a dozen items from www.tradetested.co.nz over the last 18 months.  I can;t remember how I found them, but it was probably via their TradeMe listings in the past.  Each time I've been satisfied-enough with the quality (knowing the items were most likely re-labelled items imported from China) and very satisfied with the sales and delivery process.

 

I have had two dealing with their support team over that time.  One was for a faulty remote for an alarm system.  The process for logging a warranty case was smooth and easy.  I said I would be happy with a replacement or a refund.  They offered a replacement or store credit, and I took the credit.  The electronic voucher that arrived in my email had a 2 year expiry date, and could be part-used across several transactions if I chose.  I was very happy with the response time and the outcome.

 

The most recent was for a fault with an 18 month old generator (that had a 2 year warranty) in the $1000-$2000 price range.  An online chat session during the day (on a Sunday!) resulted in a support ticket being generated.  Danica the support agent followed up with a phone call before 10am on Monday to arrange for the unit to be inspected.  It's a portable unit so I need to drop it off, but they made an effort to locate someone close to me.

 

Yes it's mildly annoying that two items have had issues, but even famous brand items from popular retailers are not immune from faults.  I feel like I have been treated as a valuable future customer, and that is what I expect to be in the future.





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  # 1769695 24-Apr-2017 12:32
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wait, so you bought something, it was faulty and they would only offer replacement or store credit??? I would want a refund as an option, store credit is a very bad alternative IMO.

 

ive used them a few times before for things like tv brackets etc.  


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  # 1769698 24-Apr-2017 12:35
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I've used them once, had a problem with one of the things I bought, their support was good.


 
 
 
 




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  # 1769700 24-Apr-2017 12:40
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reven: wait, so you bought something, it was faulty and they would only offer replacement or store credit???

 

Sorry to be unclear.  The remote was a few months old, so I didn't expect a refund.  I had another option available to me, and so didn't really need a replacement.  I'm more than happy they have met their obligations to me as their customer.





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  # 1769713 24-Apr-2017 13:14
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Their treatment of you will probably get them business from me in the future. I'm sure I won't be the only one. Word of mouth is the best kind of advertising there is. I sure wish some of the other retailers here would get the message.

 

 





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  # 1769714 24-Apr-2017 13:15
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I think Revens point was that under the CGA they should have offered a refund rather than a store credit, if they couldn't provide a suitable replacement. Cash doesn't expire, nor should store credit when used as an alternative to a refund,, as you didn't buy a gift voucher. The thing is would they have provided you with a cash refund if you had asked for it so you could buy a replacement from another store? 


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  # 1769716 24-Apr-2017 13:18
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https://www.tvnz.co.nz/one-news/new-zealand/horticulture-students-given-runaround-greenhouse-company

ended with a good result



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  # 1769737 24-Apr-2017 13:49
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mattwnz: I think Revens point was that under the CGA they should have offered a refund rather than a store credit, if they couldn't provide a suitable replacement.

 

As long as they can offer a reasonable remedy on a faulty used item (i.e. repair or replace within a reasonable time), they are not obliged to offer a refund.  If they were obliged to offer a refund, muppets would be deliberately but subtly damaging items and then returning them to retailers all the time.

 

Evidence: http://www.cab.org.nz/vat/consumer/goods/Pages/Returning-goods.aspx#3 

 

In my case they immediately offered a replacement, which fulfills their CGA obligations.  The option of a store credit, so I could choose something different if I wanted to do so, was a bonus.

 

 

 

Bit disappointing to hear about the greenhouse incident, but they went above and beyond requirements when it was finally remedied.

 

 

 

I have a further CGA story brewing at the moment, assisting a family friend to have an 18 month old laptop repaired.  I'll likely post the story once it is resolved and when I'm a lot less brassed off about the chain store's handling of the issue.  My blood is boiling just thinking about it again now!





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  # 1769749 24-Apr-2017 14:19
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This is good feedback, have looked at their sheds a number of times but wondered about the quality of the product & performance of the company. Good to hear. 


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  # 1769807 24-Apr-2017 14:58
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Dynamic:

 

mattwnz: I think Revens point was that under the CGA they should have offered a refund rather than a store credit, if they couldn't provide a suitable replacement.

 

As long as they can offer a reasonable remedy on a faulty used item (i.e. repair or replace within a reasonable time), they are not obliged to offer a refund.  If they were obliged to offer a refund, muppets would be deliberately but subtly damaging items and then returning them to retailers all the time.

 

Evidence: http://www.cab.org.nz/vat/consumer/goods/Pages/Returning-goods.aspx#3 

 

In my case they immediately offered a replacement, which fulfills their CGA obligations.  The option of a store credit, so I could choose something different if I wanted to do so, was a bonus.

 

 

 

Bit disappointing to hear about the greenhouse incident, but they went above and beyond requirements when it was finally remedied.

 

 

 

I have a further CGA story brewing at the moment, assisting a family friend to have an 18 month old laptop repaired.  I'll likely post the story once it is resolved and when I'm a lot less brassed off about the chain store's handling of the issue.  My blood is boiling just thinking about it again now!

 

 

 

 

It depends if it was a 'failure of substantial character' or not as classed at http://www.legislation.govt.nz/act/public/1993/0091/latest/DLM312828.html . If it was and you rejected the goods, then they are required to provide a 'refund' or 'replacement' if you request it, and that is the customers choice, as shown at http://www.legislation.govt.nz/act/public/1993/0091/latest/DLM312830.html . That CAB page does say you can get a refund if it is 'major', which I am guessing is the same as a failure of substantial character.

 

However in your case it doesn't sound like it was a substantial or major  failure?

 

 

 

>>As long as they can offer a reasonable remedy on a faulty used item (i.e. repair or replace within a reasonable time), they are not obliged to offer a refund.  If they were obliged to offer a refund, muppets would be deliberately but subtly damaging items and then returning them to retailers all the time.

 

I don't know anyone who would do that, nor why someone would do that. But if people do that, then that is called fraud.


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  # 1769842 24-Apr-2017 15:40
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Tradetested look to run a fairly substantial and efficient DC out by the airport 

 

In a similar sense, another great online/import store is TSB Living in East Tamaki, We have not had to take anything back so cant comment on that side of things but as far as running a business they could sure teach a few of the marketplace incumbents a thing or two


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  # 1769867 24-Apr-2017 16:13
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Have dealt with them a couple of times. Both times had faulty goods and had good after sales service/replacement.

 

 

 

 





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  # 1770090 25-Apr-2017 10:00
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I don't have any experience with their after sales service, but I bought a pen for my dog last year. $80 vs $200 at Animates / Pet Stock for the same thing. It's like buying online from overseas vs a NZ retailer.


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  # 1770108 25-Apr-2017 10:17
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Have used them a few times, never had an issue, their sales support online was extremely efficient though

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