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  Reply # 2081455 30-Aug-2018 15:50
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Can this be taken public on their facebook or twitter site?

 

 

 

I agree with folks, NL have been done in court but all NZ retailers are responsible under CGA and need to embrace the responsibility rather than continue to fight it. Perhaps enough cases which end up costing them tenfold to fix will get some attention.

 

 

 

Since they are playing silly buggers still - public shaming. That has to be it - this issue over CGA feels like it's in the same swamp as rubbish UFB installs 





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  Reply # 2081488 30-Aug-2018 16:43
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surfisup1000 - have you ever considered it may have simply been a problem with the assistant you dealt and not a wider NL issue? And as you have received a positive outcome by the end of your visit, I'm not quite sure what the problem is, or why a complaint to the Commerce Commission would even be considered?

 

For the record - several years back I had a Sony laptop fail 6 months outside of warranty and NL were a breeze to deal with under the CGA. Fixed at no cost and with great communication.


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  Reply # 2081624 30-Aug-2018 18:43
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dafman:

surfisup1000 - have you ever considered it may have simply been a problem with the assistant you dealt and not a wider NL issue? And as you have received a positive outcome by the end of your visit, I'm not quite sure what the problem is, or why a complaint to the Commerce Commission would even be considered?


For the record - several years back I had a Sony laptop fail 6 months outside of warranty and NL were a breeze to deal with under the CGA. Fixed at no cost and with great communication.


The assistant misrepresented their rights under the CGA. NL has a track record of doing this. The customer only got a resolution because they knew their rights, and pushed for them.

Completely reasonable for OP to make a com com complaint, and I would encourage it. A complaint doesn't equal a prosecution, but it forms evidence of a pattern of behavior (or not, if we give NL benefit of the doubt that it was just one assistant)

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  Reply # 2081633 30-Aug-2018 19:27
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I haven't had much experience of warranty claims with NL, except for a TV which they insisted I deal with the manufacturer on but which the Manufacturer (Samsung) promptly sorted for me.

 

However, my experience was that Dick Smith were serially terrible about defective products, warranty claims and the CGA. Several time I had to deal with faulty products, and was outright lied to by the sales assistant. It wasn't until I asked for the manager AND made explicit reference to the CGA that the conversation changed. It was interesting how mentioning the CGA changed the conversation from "there's nothing we can do" to "OK we'll sort it out", as a visible look of consternation/annoyance crossed their faces. It was clear they were banking on fobbing me off, in the hope that I didn't know about the CGA or my rights under it.


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  Reply # 2081669 30-Aug-2018 20:50
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I've said this before and still think this is the way to address people/companies misleading others under the CGA and FTA. Make it a criminal offence for any individuals to deliberately mislead a consumer as to his/her rights. Send a couple of these scoundrel sale assistants (and also a few senior management in companies like NL) to jail for a year and you might see some real changes in behaviour. But for some reason NZ treats white collar law-skirting as no big deal. If someone takes a few bucks worth of stuff from a dairy, it's the end of the world.

 

 

 

 


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  Reply # 2081709 30-Aug-2018 23:17
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Personally I have found NLs very good to deal with over the CGA. But I guess it comes down to the staff member you are dealing with, and your own knowledge of the act. 


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  Reply # 2081723 31-Aug-2018 00:34
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Some years ago, had a Breville toaster fail to pop up any longer. Out of warranty by about 6 months. Went directly to Breville (not sure why now) and they agreed to replace with same model. After about 3 weeks of waiting, I contacted them again to be told that that model was of stock in NZ and would I like their top of the line model. Well yes I would thanks.

 

Great service.


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  Reply # 2081763 31-Aug-2018 08:10
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dejadeadnz:

 

I've said this before and still think this is the way to address people/companies misleading others under the CGA and FTA. Make it a criminal offence for any individuals to deliberately mislead a consumer as to his/her rights. Send a couple of these scoundrel sale assistants (and also a few senior management in companies like NL) to jail for a year and you might see some real changes in behaviour.

 

 

But there must be a reason why sales people are acting this way. If the refunds/repair costs were coming out of their own pockets then I could understand, but the manufacturer should be wearing the cost. Is it simply because they don't like doing a little bit of paper work? Or is the manufacturer putting pressure on the retailer to minimise returns?


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  Reply # 2081798 31-Aug-2018 10:04
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MurrayM:

 

But there must be a reason why sales people are acting this way. If the refunds/repair costs were coming out of their own pockets then I could understand, but the manufacturer should be wearing the cost. Is it simply because they don't like doing a little bit of paper work? Or is the manufacturer putting pressure on the retailer to minimise returns?

 

 

Or it could simply be that when you employ hundreds of sales staff, it's simply a probability outcome that not every single employee will be fully up to scratch.

 

 


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  Reply # 2081810 31-Aug-2018 10:31
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A lot of the issue, as mentioned earlier in this thread, is that the staff take it too personally.

 

There is work that needs to be done, and paperwork filled out, when a customer returns an item, and I think that the floor staff are just being either lazy, or greedy (would rather deal with someone who is buying something = commission).

 

Maybe these bigger retailers, especially the one that has just been fined by the ComCom, should have a staff member on a salary (not commission) to deal with warranty returns.

 

I do know some retailers (maybe all?) have a return logistics department/location so that returns are sent to them and processed by them.


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  Reply # 2081814 31-Aug-2018 10:40
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Coil:

 

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? 

 

 

 

The last pair used in the same way lasted over a year, which given the usage type & frequency is probably reasonable. This time we purchased two pairs and cycled between the pairs, and they both only lasted 3 months. That seems unreasonable to me.

 

 

 

The issue seems to be that the composition of the sole and the replacement of stitching with glue has contributed to a significant decrease in quality and hence longevity. Given they are still price at $249 (full price) I personally don't think that's reasonable.




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  Reply # 2081828 31-Aug-2018 11:11
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dafman:

 

surfisup1000 - have you ever considered it may have simply been a problem with the assistant you dealt and not a wider NL issue? And as you have received a positive outcome by the end of your visit, I'm not quite sure what the problem is, or why a complaint to the Commerce Commission would even be considered?

 

For the record - several years back I had a Sony laptop fail 6 months outside of warranty and NL were a breeze to deal with under the CGA. Fixed at no cost and with great communication.

 

 

They wanted me to pay for a part that was covered by the CGA and the warranty.  

 

After asking if I had rights under the CGA they made allegations that i might have dropped the part so I wouldn't be covered. Thought I was on trial. 

 

Most people may have just paid up there and then. 

 

 


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  Reply # 2081858 31-Aug-2018 12:40
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wsnz:

 

Coil:

 

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? 

 

 

 

The last pair used in the same way lasted over a year, which given the usage type & frequency is probably reasonable. This time we purchased two pairs and cycled between the pairs, and they both only lasted 3 months. That seems unreasonable to me.

 

 

 

The issue seems to be that the composition of the sole and the replacement of stitching with glue has contributed to a significant decrease in quality and hence longevity. Given they are still price at $249 (full price) I personally don't think that's reasonable.

 

 

 

 

From what you have said I agree with you there and find it unreasonable. I have some Nike's I got in aussie and have worn them since christmas on and off and they have only just started to lose the texture, so maybe 2mm of wear.






 


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  Reply # 2081885 31-Aug-2018 13:50
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allan:

 

Some years ago, had a Breville toaster fail to pop up any longer. Out of warranty by about 6 months. Went directly to Breville (not sure why now) and they agreed to replace with same model. After about 3 weeks of waiting, I contacted them again to be told that that model was of stock in NZ and would I like their top of the line model. Well yes I would thanks.

 

Great service.

 

 

 

 

Same with my parents and their automated toaster.
The one with sensors and auto lift etc etc kept failing even on their third one. They ended up getting their money back and keeping a toaster that only worked on one side and it hasnt failed since.





 


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  Reply # 2081912 31-Aug-2018 14:45
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Coil:

 

Same with my parents and their automated toaster.
The one with sensors and auto lift etc etc kept failing even on their third one. They ended up getting their money back and keeping a toaster that only worked on one side and it hasnt failed since.

 

 

Now, that's a one-sided comment if I've ever seen one!


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