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Topic # 215037 9-Jun-2017 11:09
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(not sure if this is the best place for this question)

 

I sent away my Nexus 5X for repair under warranty and yesterday when I followed up on the status was told that the repair company had no more replacement units to send and another company had issued an RA credit note to the company I purchased the phone from (Noel Leeming).

 

At the moment I am in communication with Noel Leeming as to what this means as until I called NL, they had no idea

 

Assuming that a credit note means what I think it means (available credit in order to use on the purchase of a new phone), I am trying to figure out how I turn that credit note into cold hard cash, seeing as I have already used cold hard cash to purchase another phone (which was done at Noel Leeming, and the same branch as the Nexus was purchased at)

 

Anyone know if I can turn a credit note into cash or am I forced to accept credit that I have no need for?

 

Cheers


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  Reply # 1797216 9-Jun-2017 11:46
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IANAL. My understanding of the CGA is that you are not obligated to accept a credit note as replacement when they are unable to repair or replace a faulty item (or any conditions which meet the CGA criteria for the consumer being allowed to reject an item). I believe they have to offer a refund by way of cash, cheque, or bank/card transaction.





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  Reply # 1797218 9-Jun-2017 11:48
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I believe under the CGA if they are unable to repair or replace, they must offer you a refund and cannot force you to accept a store credit (which is essentially what a credit note is.)

 

Have a chat with NL and see what they can do for you- I've had good experiences in the past when an Item I purchased was not fit for purpose (issues with my Nexus 6P), and they initially offered me a store credit, but conceded and offered me a full refund.

 

I think given you also purchased your replacement phone from them should be a good bargaining chip in this case to make things go smoothly, but speak with the Manager and try that way first, before pulling out the CGA.

 

 

 

Read here:https://www.consumerprotection.govt.nz/get-guidance/returns-refunds-and-repairs/faulty-products/

 

I've highlighted the relevant parts.

 

 

Remedies for faulty consumer products

 

If the problem can be fixed and is not serious

 

You must give the retailer the opportunity to:

 

  • repair the products within a reasonable time and free of charge
  • replace products of an identical type and value within a reasonable time. You only have to pay the difference if you choose a replacement of greater value
  • refund the value of the products in full, in the same form as your original payment.

 

If a product is faulty, the retailer can’t simply offer you store credit. They must fix or replace it or give you a refund.

 

 

 

 






 
 
 
 


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  Reply # 1797222 9-Jun-2017 11:55
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Whatever arrangement Noel Leeming have with their supplier/repair agent is irrelevant. Noel Leeming must offer you cash/credit card refund/etc as per your original purchase, as above.




Keep calm, and carry on posting.

 

 

 

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  Reply # 1797257 9-Jun-2017 12:41
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Awesome, thanks for the responses.

 

Now I just need to actually be told what is happening


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  Reply # 1797587 10-Jun-2017 07:37
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They are probably just going to give a credit note to NL for the device, and it's up to them to sort something out with you.

 

Most retailers have credit note systems with their suppliers, as it's easier to deal with than transferring money back & forth. Supermarkets are the biggest user of them for expired goods, etc.

 

You might end up being offered a better phone from their store, or straight refund.

 

The distributor / repairer should have just referred you back to NL instead of confusing the situation. 




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  Reply # 1798284 12-Jun-2017 08:33
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NL got in contact with me on Friday; they are now in the loop and are waiting on someone to do something.

 

I advised them that I would be after a cash refund rather than a credit note as I had already purchase a new phone ... hopefully this week it is finalised.


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  Reply # 1799097 13-Jun-2017 09:13
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Thanks for the update, I'm interested to see how this goes. My wife's 5X from NL hit the bootloop issue a couple of weeks ago and I sent it through to Fonefix. We hadn't heard from them but they did dispatch the handset out again, however it was delivered somewhere in Auckland and not back to us. I suspect we may be in line for the same experience!




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  Reply # 1803900 20-Jun-2017 10:59
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Update, NL got in contact with me yesterday advising that the credit note was ready for collection.

 

Have to see what is actually waiting for me when I collect in a few hours


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  Reply # 1803906 20-Jun-2017 11:06
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nzkiwiman:

 

Update, NL got in contact with me yesterday advising that the credit note was ready for collection.

 

Have to see what is actually waiting for me when I collect in a few hours

 

 

 

 

Do not accept that credit note! Invoke the CGA and all of its power on the manager when you go into the store.
I really hate companies like this pulling the wool over consumers eyes.




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  Reply # 1803962 20-Jun-2017 12:41
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Turns out there was nothing to worry about; once the store person I spoke to found someone who knew about the issue the refund was put back onto my EFTPOS card

 

No need to rant and rave, no need to wave the CGA in front of them ..


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  Reply # 1803984 20-Jun-2017 13:15
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Good to hear :)

 

 





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