Noel leeming and CGA

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surfisup1000

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Topic # 240274 30-Aug-2018 10:37

Two days ago my daughter was making a birthday cake for her brother using The Breville BOSS mixer, bought from Noel Leeming about 13 months ago. The plastic blade attachment snapped while she was mixing the icing. The mixer has a 24 month warranty but the receipt says it has a 12 month warranty, clearly they made a mistake on the receipt. The warranty is irrelevant anyway because the CGA is superior to the warranty.

Go to the Noel Leeming store and explain what happened. Admittedly, I did intend to 'test' the CGA and what they say about their warranty error. The assistant predictably says I am not covered because is out of warranty. I specifically asked if I must pay for the failed attachment and the assistant reaffirms this.

Now, in my view they have already broken the law as they did not even suggest that this is covered by the CGA. Many people do not know their rights, so would have simply just paid up.

So I ask the store assistant if I am covered under the CGA. He says maybe. Maybe? There is no doubt, the plastic neck broke during normal use. The assistant offensively suggests I may have dropped the part in which case I would not be covered. How would they even go about proving this?

Given my mistaken belief that there would be no argument over the CGA, I point out that the product has a 2 year warranty. The assistant said it only has a one year warranty because it is written on the invoice.

But...

http://www.100percent.co.nz/small-appliances/food-preparation/breville-the-bakery-boss-bem825bal

"Manufacturer's Warranty:

2 year manufacturer's warranty is included."

The assistant was still denying that this had a 2 year warranty, because it only said 1 year on the receipt. I tell the assistant I don't care what they wrote on the receipt, it does have a 2 year warranty.

This assistant really wanted me to pay for the part, regardless of the CGA or any warranty. Eventually a manager came up and said they would cover the part. Even then, I feel they just did this to get rid of me rather than to admit they were in the wrong. I was being nice and respectful, just arguing the points and not being personal or anything like that.

Noel Leemings behaviour towards the CGA and warranties is appalling. Even considering the court case they just lost...

https://www.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=12112938

Noel Leeming guilty of misleading consumers after Commerce Commission investigation

I do wonder if I should make a complaint to the Commerce Commission. Usually they don't do anything on singular complaints but given NL was just convicted for this very behaviour??

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Reply # 2081256 30-Aug-2018 10:42

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Complain, How will this stop if we just all take it on the chin.
I would also call head office and advise them of your experience and tell them you are lodging it with the comm comm and that it is fraudulent activity.
I would name the staff and the time you were there so they can check records. These staff should be given one chance to be trained and if they repeat fired on the spot and also registered in a gazzette of fraudulent sales reps.

I am sick and tired of this stuff happening every day.

amiga500

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Reply # 2081259 30-Aug-2018 10:47

So like the Dick Smith guys. I bet all the staff of these retailers get non-documented verbal training on how to deflect and minimise the CGA. Nothing would be found in emails or printed training manuals of course.

One day at Dick Smith Riccarton when I was being asked to buy an extended warranty I asked the senior sales guy at the counter what training they got in the CGA & he did not like it at all! Needless to say I bought the camera but only because their price was actually a very good deal otherwise I would have just walked out.

Nate001

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Reply # 2081279 30-Aug-2018 11:07

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Its not just Noel Leeming, we've had a similar experience at Lulu lemon in Britomart.

We were there to return a faulty pair of shorts that were 3 months old, long story short the sales assistant and manager played dumb and tag teamed us.

We went through the standard options, send them away to get fixed but they couldn't tell us for certain how long it would take, 3,5 or 10 working days, they didn't have any replacements on hand so we asked for a refund. We were repeatedly pointed towards their company policy of only a store credit. As soon as I mentioned CGA she got all defensive and said she'd go ask someone, instead her manager returned and said she'd be dealing with us. I asked where the first lady had gone and was told it was her allocated break...

Manager made us start from scratch and she started to become frustrated when we wouldn't accept store credit.

In the end she gave us a full refund, we had all the time stand and talk whilst she obviously wanted us out. Just like you she was not admitting any fault, and made out she was doing us a massive favor that we were not normally entitled to.

What surprised us was how personally the two ladies took it, and how they easily they started to show their frustration with us.

Complained to head office and they were as expected very apologetic and agreed with me, included dates and times but didn't have names. I don't know if they actually did anything internally.

I think a lot of businesses, big and small, need MUCH better staff training around CGA and what shoppers are entitled to.

tehgerbil

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Reply # 2081287 30-Aug-2018 11:17

Disturbingly similar to my story. Not even the Service Desk would help me.

Are you in Chch? I can suggest the manager of the Moorhouse Avenue branch is amazing.

MurrayM

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Reply # 2081305 30-Aug-2018 11:59

Nate001:

What surprised us was how personally the two ladies took it, and how they easily they started to show their frustration with us.

Yeah it seems really strange that these sales people seem to take it so personally. It's not like the refund/repair is coming out of their pocket! I would have thought that these days pretty much everyone that has been in NZ for more than a few years understands the CGA.

eracode

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Reply # 2081319 30-Aug-2018 12:23

Obviously NL have simply not learned anything from their recent conviction on CGA at the hands of the CC - or not passed it on to staff. They really are FWs. You would think their parent company, The Warehouse Group, would have stepped in on this by now. They need to be made a further example of - so Yes - make a complaint to the CC.

Scott3

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Reply # 2081329 30-Aug-2018 12:41

I took a failed microwave to Noel lemming that was 2.5 years old (2 year warranty).

They tried their luck at getting out of the issues. "Sorry, as you can see here on your receipt, the warranty is 24 months, and the item is 2.5 years old".

When asked to do the claim under the CGA, they told me to call the manufacturer, and deal directly with them.

When I insisted that they process the claim under the CGA as the retailer (as per the act), they processed the claim on my behalf, and were pretty great about it.

I did have to sign a form that said they had the right to assess the item for user damage etc, and charge me for the assessment if it was not a item quality issue.

When the microwave came back from the service agent (like 2 weeks), the glass turntable was missing. The branch I was dealing with got one from their floor model microwave for me (and were going have the service agent replace that one).

Great service. A+

surfisup1000

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Reply # 2081369 30-Aug-2018 13:55

tehgerbil:

Disturbingly similar to my story. Not even the Service Desk would help me.

Are you in Chch? I can suggest the manager of the Moorhouse Avenue branch is amazing.

In Tauranga.

I have dealt with breville directly in the past, and they were great. Out of warranty and no questions asked, sent a new base assembly replacement for their version of the 'nutribullet'.

Interestingly, it looks like breville have upgraded the blender attachment part that broke the other day.. it looks to be made of metal now.

https://breville.co.nz/collections/bem800-parts/products/scraper-beater-attachment?variant=285738893318

Unless that is just a dark plastic.

GRISDALE

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Reply # 2081374 30-Aug-2018 14:01

I had an 11 month old Kettle that I got from Noel Leeming Sylvia Park (Auckland). The bottom started to rust so I took it back to them this weekend without and receipt and they found the sale in their system then said they could order a replacement but it would take a few days or they could just give me store credit and I could buy any other one I wanted which I ended up doing.

About 10 years ago I also had a laptop that I got from Noel Leeming Botany (Auckland) that died after 18 months (6 months out of warranty), they sent it away and called me up saying it would cost $1000 for a new motherboard, I said I would like it repaired under the CGA and they said no probs and covered all the costs themselves and gave it back to me all fixed.

Wanted to share my positive experiences with Noel Leeming as it definitively comes down to the attitude of the staff you deal with rather than it being a bad company or brand.

freitasm

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Reply # 2081397 30-Aug-2018 14:11

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Complain. NL pleaded guilty on misleading customers. Complain again and again.

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allio

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Reply # 2081399 30-Aug-2018 14:12

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It can definitely vary. The last time I had to return something to Noel Leeming was a router. I had all sorts of trouble with it (Linksys WRT1900AC, the issues with it are all over the net) but it "worked" - it turned on, lit up, routed internet. I was geared up for a fight - had even taken videos of some of the issues I was experiencing - but the salesperson I dealt with asked no questions and immediately offered me an on-the-spot full cash refund. Was a bit gobsmacked.

xpd

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Reply # 2081407 30-Aug-2018 14:36

allio:

but the salesperson I dealt with asked no questions and immediately offered me an on-the-spot full cash refund. Was a bit gobsmacked.

Will probably find in some cases as well, the suppliers have informed their customers (NL for instance) that there are issues with some products so prepare for returns etc.

Everyones on the same page then and everythings taken care of, noones out of pocket.

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wsnz

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Reply # 2081412 30-Aug-2018 14:52

NL told some colleagues that they could attempt taking them to the disputes tribunal over replacing an XBOX 1 year into the warranty, but "we've never lost a case".

Rebel Sports sold us shoes that wore out within three months, refused to replace but after 30 min's of arguing they referred the matter on to the distributor. The distributor then claimed that they were running shoes, not walking shoes and refused to replace them. After another hour long in-store sortie a refund was finally produced.

I avoid those big retailers now. Too much wasted time arguing with them.

Coil

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Reply # 2081417 30-Aug-2018 15:02

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wsnz:

NL told some colleagues that they could attempt taking them to the disputes tribunal over replacing an XBOX 1 year into the warranty, but "we've never lost a case".

Rebel Sports sold us shoes that wore out within three months, refused to replace but after 30 min's of arguing they referred the matter on to the distributor. The distributor then claimed that they were running shoes, not walking shoes and refused to replace them. After another hour long in-store sortie a refund was finally produced.

I avoid those big retailers now. Too much wasted time arguing with them.

I go through a pair of vans every 3 months at least. Like, Was it a defective sole? Do you scuff your feet?

In the case of walking like a retard like myself, I see it this way. With that principal I could go in my car and lay a set of rubber from the exit of the tire shop around the block and back in then tell them they only lasted for 5KM, how is that different from scuffing your feet?

kobiak

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Reply # 2081446 30-Aug-2018 15:41

pretty much all big retailers are guilty to the extend.

Just few examples over years.

Farmers:

- purchased 2 baccarat fry pans (life time warranty screaming on the box), not el cheapo pans. 150+ each, but there was deal, 2 for 1. End-up getting one medium size and one large pans
- used medium daily for dinner cooking for 3+ yrs. Coating started to come off. No receipt, found transaction in online banking, took pictures and emailed farmers. In couple days got reply with attachment of my transaction and they asked me popup in store for inspection.
- customer service representative checks out fry pan, asked if I used it over heat (what?), yes I heat it and fry things. He said OK. and replaced with new.

great experience. nothing to complain about.

- another 2+ later larger second fry pan started to fail.
- took it to the same store with receipt and customer service guys start to process the claim, and boom. I was asked if I already return that item - nope, it was another one, OK. But because this second fry pan was a gift, they can't do anything. I insisted that under CGA they are still require to replace item or ask manufacture for new as it's life time guarantee. 15 mins of arguing, manager not available in store, I walked off.
- got home, found gift section in CGA, retailer is liable for any repair/replacement of the gifts as it was normal purchase
- next morning drove to farmers again. showed fry pan, they asked if I want the same item or refund, I wanted the item. They told me the model is no longer available and if I would like newer line with the same features - yes. got new fry pan, walk out without mentioning CGA, arguing or any frustration under 10 mins.

what the hell farmers? some staff members are just awful to deal with.

stevens

Before last Xmas our < year old garlic press fails, handle broke down. it's <$20 item so not a big deal really, but I took it to the store while shopping for something else and asked if they would replace it, no receipt or what so ever. Lady laughed and gave me $40 worth garlic press (more heavy and robust items) as replacement and wished me happy Christmas

Thank you stevens.

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