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# 250822 27-May-2019 12:33
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We have a Russell Hobbs benchtop oven. It has a 2 year warranty, my receipt says Feb 2017. It stopped working yesterday. All lights and beeps are normal but no heating of elements. A $399 RRP product

 

I called my nearest branch. They say it's out of warranty. I say the CGA would cover this, the say CGA only covers the manufacturer warranty. I say then you are saying the CGA doesnt do anything? They say the CGA does lots of things, but inside the manufactures warranty. Asked to speak to the manager, she is the manager

 

I called the branch I bought the oven from. She confirmed the CGA doesnt cover after the 2 years. She also said its a consumable issue, i.e the elements. I asked if they have elements, they say they don't do spare parts. Tells me I need to call Russell Hobbs, they "might" do something. But she took my number and talked to the manager. The manager said thats ok they will replace it no problem. But she did say that they need to send it back to Russell Hobbs as they are quite good if its just out of warranty. So, thats telling me CGA does not apply, and I am getting it done as a favour.

 

My gut feel is that the manager knows the deal. But staff don't know and/or take the stern line. I did ask if she understands the CGA, she said they have to know all about it. Well, not that I can see

 

Not happy, despite that they will cover it, that's not the point


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  # 2246423 27-May-2019 12:38
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Oh they do it all :( Farmers is the same, likes to famble-dumble for couple calls and follow-ups, but honour the CGA in the end. I wonder if they told to be like that as some customer might just back-off. NOT ME! :)





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  # 2246426 27-May-2019 12:44
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kobiak:

 

Oh they do it all :( Farmers is the same, likes to famble-dumble for couple calls and follow-ups, but honour the CGA in the end. I wonder if they told to be like that as some customer might just back-off. NOT ME! :)

 

 

The kicker was that the first person was ADAMANT. There was no possible, little, maybe, grey area at all. She was 100% correct, end of story


 
 
 
 


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  # 2246428 27-May-2019 12:48
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tdgeek:

 

The kicker was that the first person was ADAMANT. There was no possible, little, maybe, grey area at all. She was 100% correct, end of story

 

 

and that's enough for some customers, who trust industry employees, to be mislead 





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  # 2246435 27-May-2019 12:51
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If the CGA is clear on this (I don't know), no doubt or room for interpretation, then NZ retailers should be called out on this once and for all. There should be some kind of official statement to retailers and consumers, it should be all over the media, penalties should be specified, and they should be enforced. If the law is clear, why then do we have to keep going round and round this circle?

 

 





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  # 2246436 27-May-2019 12:53
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Rikkitic: If the law is clear, why then do we have to keep going round and round this circle?

 

I suspect that they make more money out of misleading customers than they lose from the occasional fine.


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  # 2246438 27-May-2019 12:56
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tdgeek:

 

kobiak:

 

Oh they do it all :( Farmers is the same, likes to famble-dumble for couple calls and follow-ups, but honour the CGA in the end. I wonder if they told to be like that as some customer might just back-off. NOT ME! :)

 

 

The kicker was that the first person was ADAMANT. There was no possible, little, maybe, grey area at all. She was 100% correct, end of story

 

 

Misleading you as to your rights under the CGA is a breach of the Fair Trading Act isn't it?

 

I would report them.


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  # 2246442 27-May-2019 13:01
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Yep, insist they deal with Russell Hobbs, not you.

 

Tell them you expect a $400 oven to last more than two and a half years, inform them you will take it to Disputes and report them for a breach of the Fair Trading Act for misleading you as to your rights as per the CGA.

 

Do it in writing. Sounds like their staff need CGA training.


 
 
 
 


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  # 2246458 27-May-2019 13:08
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Rikkitic:

 

If the CGA is clear on this (I don't know), no doubt or room for interpretation, then NZ retailers should be called out on this once and for all. There should be some kind of official statement to retailers and consumers, it should be all over the media, penalties should be specified, and they should be enforced. If the law is clear, why then do we have to keep going round and round this circle?

 

 

 

 

There is no need for this, it's been done. Every large NZ retailer knows their responsibilities inside and out. What they try and get away with, is a different thing. Some staff may not know, but I believe it to be pretty unlikely that experienced retail staff don't know their obligations. 

 

Having said that, until the punishment outstrips the rewards from being badly behaved, it's not going to change. 

 

It's the same as plant shops opening over Easter. I know a guy who owns one and he calls it the "cost of doing business". 

 

Personally, I feel the CGA is abused by both sides. 

 

 

 

 


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  # 2246472 27-May-2019 13:25
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I've had so many stores where staff are unaware of their obligations under the CGA. Usually they make it so frustrating for people that they hope you'll just relent and accept their stance - which is usually to pay for a repair or buy a new item. Unfortunately that lack of specificity in the CGA doesn't help, I've even had a store manager in the past argue that 2yrs 4 months was absolutely 'reasonable' life for a $350 bar fridge. 

 

From the sounds of the OP, the manager who relented realised they'd 'done wrong' but didn't want to admit it, so decided to make it seem like they were deciding to be helpful...

 

 

 

networkn:

 

It's the same as plant shops opening over Easter. I know a guy who owns one and he calls it the "cost of doing business". 

 

Not to derail, but garden centres are explicitly allowed to trade on Easter Sunday.


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  # 2246489 27-May-2019 13:37
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Inphinity:

 

Not to derail, but garden centres are explicitly allowed to trade on Easter Sunday.

 

 

I wasn't aware of a change related to this? When did it change? I must admit my knowledge is a few years old now.

 

 

 

 


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  # 2246514 27-May-2019 13:51
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Inphinity:

 

 

 

Not to derail, but garden centres are explicitly allowed to trade on Easter Sunday.

 

 

 

 

I believe they are now due to a law change?,  but previously they weren't allowed to.


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  # 2246516 27-May-2019 13:52
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tdgeek:

 

I called the branch I bought the oven from. She confirmed the CGA doesnt cover after the 2 years. She also said its a consumable issue, i.e the elements. I asked if they have elements, they say they don't do spare parts. Tells me I need to call Russell Hobbs, they "might" do something. But she took my number and talked to the manager. The manager said thats ok they will replace it no problem. But she did say that they need to send it back to Russell Hobbs as they are quite good if its just out of warranty. So, thats telling me CGA does not apply, and I am getting it done as a favour.

 

 

Parts need to last a reasonable time . Two years seems a bit short to me. My parents had one of those benchtop ovens, and it easily lasted 10 years. In fact, i think they binned it simply because they stopped using it.  

 

They are not doing you any favours at all. 




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  # 2246525 27-May-2019 14:03
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surfisup1000:

 

tdgeek:

 

I called the branch I bought the oven from. She confirmed the CGA doesnt cover after the 2 years. She also said its a consumable issue, i.e the elements. I asked if they have elements, they say they don't do spare parts. Tells me I need to call Russell Hobbs, they "might" do something. But she took my number and talked to the manager. The manager said thats ok they will replace it no problem. But she did say that they need to send it back to Russell Hobbs as they are quite good if its just out of warranty. So, thats telling me CGA does not apply, and I am getting it done as a favour.

 

 

Parts need to last a reasonable time . Two years seems a bit short to me. My parents had one of those benchtop ovens, and it easily lasted 10 years. In fact, i think they binned it simply because they stopped using it.  

 

They are not doing you any favours at all. 

 

 

Yes, I only mentioned parts as another factor required by CGA. Although I'll let them off that as it would be Russell Hobbs that needs to provide parts/repair, although the purchaser would only be dealing with Briscoes. I'll do the replacement tomorrow, and decide what I'll do. I will be doing something

 

Re @networkn  I do agree, the CGA is to support consumers, its not for consumers to abuse them/bleed them dry/get free goods/have a laugh. 


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  # 2246527 27-May-2019 14:10
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This is what this page says on this. The last line says

 

https://www.consumerprotection.govt.nz/general-help/consumer-laws/consumer-guarantees-act/

 

The CGA still applies whether or not a manufacturer's warranty has expired.

 

 

 

 


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