CGA Query

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networkn

Networkn
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#214449 12-May-2017 10:55

Hi There!

So I have an Amp. Cost me $3500 3 years ago.

It has developed a fault quite some time ago, and I spent time with the NZ representative company (distributor) technical department with them telling me it wasn't an Amp fault, it was a cable or my gear problem.

I replaced the cable and eliminated as much as was practical (I have cables in ceilings and walls). The problem persisted.

I contacted the retailer. They said I could return the amp for testing and they would rent me a replacement for $70 for 2 weeks. Because my entire home theatre system relies on an Amp, I agreed, and also because I thought it would be a good litmus test to see

if the fault persisted. I have had zero issues in 2 weeks. The company called back yesterday and apparently they can't reproduce the fault, but only started testing it Wednesday!.

They keep suggesting my gear is at fault, with obscure suggestions like I damaged the HDMI cable by unplugging and plugging in HDMI while the unit was on, or that the distance of the cable was too long etc (worked fine with long cable for years).

Basically, they have agreed to replace the mainboard, and yesterday said it would be 4 weeks away. I said 6 weeks repair time was unreasonable and I refuse the repair, and asked them for another solution. They said they would work with the retailer and see what they could do.

Today they have called back and said actually it will be only 2 weeks. This will be a total repair time of 4 weeks. I don't really believe they will get it done in that time frame and I expect the timeframe to be stretched by a few days at a time.

Am I within my rights to insist on a replacement or refund, or am I stuck accepting the repair time? One option is to insist they continue to loan me this rented unit at no cost and refund me the repair cost in the meantime in exchange for the longer than normal wait I guess.

I am a little worried that it gets back and still isn't working.

Cheers

timmmay

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#1780048 12-May-2017 10:59

IMHO I think given they've offered to repair and the timeframe is weeks you have to let them try, otherwise you'll look unreasonable if it goes to small claims. A loan unit rather than renting you a unit would be another sign of good faith.

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#1780051 12-May-2017 11:02

I would not be paying to rent a amp that is BS

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Paul1977

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#1780083 12-May-2017 11:16

I'm pretty sure at that age you need to give them the opportunity to repair it (well outside DOA territory), but I think if the repair doesn't fix it you can insist on a replacement/refund at that point.

2 weeks just for the assessment seems like a long time, but if it's a difficult fault to reproduce then maybe not unreasonable.

If when you get it back the fault persists and they then still try to blame your gear I would argue that, but replacing the mainboard, they have already accepted that the fault is the amp (if they didn't believe the fault was the amp why did they replace the main board?).

I'd definitely be hitting up the retailer about them providing the loan unit free of charge until yours is returned, because of the long wait time. They have no legal obligation to do this, but it would be good customer service.

EDIT: At this point I think you'll need to swallow the rent you've paid up to this point, as you did agree to it. But point out your were expecting a 2 week turnaround when you agreed to that.

networkn

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#1780087 12-May-2017 11:22

Paul1977:

I'm pretty sure at that age you need to give them the opportunity to repair it (well outside DOA territory), but I think if the repair doesn't fix it you can insist on a replacement/refund at that point.

2 weeks just for the assessment seems like a long time, but if it's a difficult fault to reproduce then maybe not unreasonable.

If when you get it back the fault persists and they then still try to blame your gear I would argue that, but replacing the mainboard, they have already accepted that the fault is the Amp (if they didn't believe the fault was the amp why did they replace the main board?).

I'd definitely be hitting up the retailer about them providing the loan unit free of charge until yours is returned, because of the long wait time. They have no legal obligation to do this, but it would be good customer service.

The problem is that I returned it to the retailer on Monday last week. They didn't touch my unit until Wednesday this week and have spent just on 3 hours testing an intermittent issue, and by their own admission haven't actually spent that time 100% dedicated to the issue.

The fault is that periodically the screen on my projector will black out, like it's lost it's handshaking information or connection. Sometimes it will happen 10 times in half an hour, other times not for several hours then happen in quick succession over a short period of time.

Turning the amp on and off usually fixes it, usually only once, but occasionally twice. It also loses it's network connection periodically which requires removing the power from the unit.

Also has a problem where if I go to the planner on Sky, play something, go back to the planner and play something else, there will be no audio. Putting the amp in standby and back out again, fixes it instantly. 2 Sky boxes have had the same issue (different models).

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#1780100 12-May-2017 11:36

networkn:

The problem is that I returned it to the retailer on Monday last week. They didn't touch my unit until Wednesday this week and have spent just on 3 hours testing an intermittent issue, and by their own admission haven't actually spent that time 100% dedicated to the issue.

Fair enough, but I still think at this point you probably just have to suck it up and wait.

If you can persuade the retailer to continue the loan free of charge until your unit is returned that will at least mean you can use your home theatre in the interim. I think it would be a perfectly reasonable request on your part.

EDIT: typo

networkn

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#1780114 12-May-2017 11:44

Paul1977:

networkn:

The problem is that I returned it to the retailer on Monday last week. They didn't touch my unit until Wednesday this week and have spent just on 3 hours testing an intermittent issue, and by their own admission haven't actually spent that time 100% dedicated to the issue.

Fair enough, but I still think at this point you probably just have to suck it up and wait.

If you can persuade the retailer to continue the loan free of charge until your unit is returned that will at least mean you can use your home theatre in the interim. I think it would be a perfectly reasonable request on your part.

EDIT: typo

I also have additional concerns about timeframe creep and the potential for the fault to not be fixed or not completely fixed.

I am waiting for a call back from the retailer and see if they will come to an arrangement with me and the distributor to replace it even if I have to contribute to the cost. Whilst I am not really keen to spend money on this right now, it feels like it's the best overall solution.

Paul1977

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#1780137 12-May-2017 12:46

networkn:

I also have additional concerns about timeframe creep and the potential for the fault to not be fixed or not completely fixed.

I am waiting for a call back from the retailer and see if they will come to an arrangement with me and the distributor to replace it even if I have to contribute to the cost. Whilst I am not really keen to spend money on this right now, it feels like it's the best overall solution.

Up to you of course. But if the retailer will continue lending free of charge, the possible time-frame creep is less of an issue (and you can cross that bridge IF and when you come to it).

As far as the fault not being completely fixed, that's the point that you can then go for a replacement, and you won't have to contribute anything.

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networkn

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#1780144 12-May-2017 13:02

We have settled the matter. They will let me keep the Loan Unit, reset the warranty to new, and charge me a change over fee. It was more than I wanted to pay, but still ok value.

Gives me a "brand new" unit, this years model with 4K compatibility. As I was intending to replace when i get a 4K projector, I have essentially got a $4K amp for less than half.

Paul1977

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#1780146 12-May-2017 13:10

networkn:

We have settled the matter. They will let me keep the Loan Unit, reset the warranty to new, and charge me a change over fee. It was more than I wanted to pay, but still ok value.

Gives me a "brand new" unit, this years model with 4K compatibility. As I was intending to replace when i get a 4K projector, I have essentially got a $4K amp for less than half.

Since you were planning on upgrading later anyway that's a good outcome.

networkn

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#1780150 12-May-2017 13:12

Paul1977:

networkn:

We have settled the matter. They will let me keep the Loan Unit, reset the warranty to new, and charge me a change over fee. It was more than I wanted to pay, but still ok value.

Gives me a "brand new" unit, this years model with 4K compatibility. As I was intending to replace when i get a 4K projector, I have essentially got a $4K amp for less than half.

Since you were planning on upgrading later anyway that's a good outcome.

Yeah, I am so busy these days, a protracted argument and a possible visit to the DT wasn't really appealing.

Other than a bit of hassle with the technical guys obviously trying to push this back on me, I was happy with how it panned out and both the retailer and brand will continue to enjoy loyalty from me.