Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




12950 posts

Uber Geek
+1 received by user: 1495


Topic # 222463 12-Aug-2017 20:20
Send private message quote this post

I have a problem with a product, and the retailer has said that it is the manufacturers problem to resolve, and I must resolve it with them directly. The retailer doesn't want anything to do with it and they so the no longer sell the product or any other products from that manufacturer. However I didn't think that retailers could do this. I have searched the CGA, but can't find anything that forbids the retailer washing their hands of a problem and saying I must contact the manufacturer, but I could have missed something. Is anyone able to point me to the exact clause legislation that forbids this?

 

Thanks

 

 

 

 


Create new topic
1101 posts

Uber Geek
+1 received by user: 669

Trusted
Subscriber

  Reply # 1845644 12-Aug-2017 20:24
5 people support this post
Send private message quote this post

The retailer is wrong go back with printed CGA and demand they sort it out

Linux

8849 posts

Uber Geek
+1 received by user: 1348

Trusted

  Reply # 1845645 12-Aug-2017 20:27
One person supports this post
Send private message quote this post

Linux: The retailer is wrong go back with printed CGA and demand they sort it out

Linux

 

I'd substitute wrong for intentionally misleading. Retailers should know more about the CGA than the average Joe.

 

(not calling the OP an average Joe :-)  )


 
 
 
 


BDFL - Memuneh
58549 posts

Uber Geek
+1 received by user: 9962

Administrator
Trusted
Geekzone
Subscriber



12950 posts

Uber Geek
+1 received by user: 1495


  Reply # 1845648 12-Aug-2017 20:32
Send private message quote this post

Linux: The retailer is wrong go back with printed CGA and demand they sort it out

Linux

 

 

 

You are right, but I wanted to know what exact clause shows they are wrong, so I can point it out to them. I found this on the Consumer protection website at https://www.consumerprotection.govt.nz/get-guidance/shopping-and-buying/warranties/ , but I am not sure what clause they are getting that opinion from.

 

Contact the retailer, manufacturer, warrantor or lender

 

You can claim a remedy directly from the business that sold you the products even if you have a manufacturer’s warranty. You do not have to contact the manufacturer, a repair person or any other third party. If the seller tells you to do that, they are likely to be in breach of the Fair Trading Act (FTA) by misleading you about your rights.


gzt

8888 posts

Uber Geek
+1 received by user: 1187


  Reply # 1845655 12-Aug-2017 20:40
Send private message quote this post

They can't do that. On the other hand sometimes it is simpler to deal directly with a manufacturer or importer if they already have processes in place for that issue. If it is a local manufacturer that may well be the case.

But yeah the simple case of retailers attempting to avoid any responsibility for anything is a pain and wrong.

6693 posts

Uber Geek
+1 received by user: 2111

Subscriber

  Reply # 1845662 12-Aug-2017 21:01
One person supports this post
Send private message quote this post
262 posts

Ultimate Geek
+1 received by user: 83


  Reply # 1845687 12-Aug-2017 23:29
3 people support this post
Send private message quote this post

mattwnz:

 

I have a problem with a product, and the retailer has said that it is the manufacturers problem to resolve, and I must resolve it with them directly. The retailer doesn't want anything to do with it and they so the no longer sell the product or any other products from that manufacturer. However I didn't think that retailers could do this. I have searched the CGA, but can't find anything that forbids the retailer washing their hands of a problem and saying I must contact the manufacturer, but I could have missed something. Is anyone able to point me to the exact clause legislation that forbids this?

 

Thanks

 

 

 

name and shame, name and shame !!

 

errr, meaning inform us so we can avoid such a dodgy retail practioner


4327 posts

Uber Geek
+1 received by user: 1207


  Reply # 1845724 13-Aug-2017 09:27
Send private message quote this post

gzt: [snip]They can't do that. On the other hand sometimes it is simpler to deal directly with a manufacturer or importer if they already have processes in place for that issue.

 

This is the key here. The consumer has remedy against the supplier (i.e. retailer), and can go back to them if they choose. However, the consumer may also go back to the manufacturer if they choose.

 

Whilst you can push back against the retailer (and they are misleading you if they say otherwise), you can also go back to the importer / manufacturer as well, and in a number of cases they actually have better systems in place, understand the legislation better and you get a better result in a shorter time.


BDFL - Memuneh
58549 posts

Uber Geek
+1 received by user: 9962

Administrator
Trusted
Geekzone
Subscriber

  Reply # 1845727 13-Aug-2017 09:29
Send private message quote this post

The important thing is that YOU, the consumer, decide to go through the retailer or manufacturer/importer. It is not up to the retailer to ignore your requests if you decide to seek remedy through them.

 

If they push back they are breaking the law. They can't advise you of the contrary or they're breaking the law.

 

IANAL.





20059 posts

Uber Geek
+1 received by user: 3735

Trusted
Subscriber

  Reply # 1845762 13-Aug-2017 10:48
Send private message quote this post

The retailer can suggest that you go to the manufacturer if it will be better or faster, but just because they have no ongoing relationship with them doesnt excuse them if you decide to have them take the item and handle the return to the manufacturer and take delivery of the replacement item etc. Not everyone wants to mess about with couriers etc which is probably why they went to a retailer in the first place rather than order online.





Richard rich.ms

5 posts

Wannabe Geek


  Reply # 1845781 13-Aug-2017 12:18
Send private message quote this post

In a recent case (an almost eight year old Fujitsu heat pump playing up) I decided to approach the manufacturer rather than the retailer. The retailer/installer no longer sold/installed the manufacturer's products because of warranty issues in that it was always difficult to get replacement items out of the manufacturer, even though the warranty was a manufacturer's warranty.

 

Quoting the CGA to the manufacturer has got the required part to the retailer/installer requires so they can now fix my heat pump.

 

Not suggesting you should go the the manufacturer / wholesaler instead of the retailer, just that you have a choice of you approach. Typically the retailer is the easiest as they are the one you have a relationship with.


Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

How Oppo shakes New Zealand’s phone market
Posted 22-Aug-2017 18:32


Recognition for top small business advisors
Posted 22-Aug-2017 17:23


OPPO R11 dual 20MP camera phone debuts in New Zealand
Posted 22-Aug-2017 15:45


Intel introduces new 8th Generation processors
Posted 21-Aug-2017 19:02


Trend Micro launches Home Network Security
Posted 21-Aug-2017 18:38


Avondale College students at top of Microsoft Office Specialist World Championship
Posted 21-Aug-2017 14:11


Garmin introduces inReach SE+ and inReach Explorer+
Posted 21-Aug-2017 14:05


Public Wi-Fi plus cloud file sharing
Posted 18-Aug-2017 11:20


D-Link NZ launches professional Wireless AC Wave 2 Access Point for businesses
Posted 17-Aug-2017 19:25


Garmin introduces the Rino 700 five-watt two-way handheld radio
Posted 17-Aug-2017 19:04


Garmin announces the Foretrex 601 and Foretrex 701 Ballistic Edition for outdoor and tactical use
Posted 17-Aug-2017 19:02


Brightstar announces new distribution partnership with Samsung Knox platform in Australia
Posted 17-Aug-2017 17:07


Free gig-enabled WiFi network extends across Dunedin
Posted 17-Aug-2017 17:04


Samsung expands with connect Gear S3 Frontier
Posted 17-Aug-2017 15:55


Fact-checking Southern Cross Next cable is fastest to USA
Posted 17-Aug-2017 13:57



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.