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.




18292 posts

Uber Geek

Trusted

# 250822 27-May-2019 12:33
Send private message

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


View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9
1260 posts

Uber Geek

Trusted

  # 2246423 27-May-2019 12:38
Send private message

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! :)





helping others at evgenyk.nz




18292 posts

Uber Geek

Trusted

  # 2246426 27-May-2019 12:44
Send private message

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


 
 
 
 


1260 posts

Uber Geek

Trusted

  # 2246428 27-May-2019 12:48
3 people support this post
Send private message

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 





helping others at evgenyk.nz


Lock him up!
10788 posts

Uber Geek

Lifetime subscriber

  # 2246435 27-May-2019 12:51
10 people support this post
Send private message

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?

 

 





I don't think there is ever a bad time to talk about how absurd war is, how old men make decisions and young people die. - George Clooney
 


6761 posts

Uber Geek

Trusted
Lifetime subscriber

  # 2246436 27-May-2019 12:53
6 people support this post
Send private message

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.


3185 posts

Uber Geek

Subscriber

  # 2246438 27-May-2019 12:56
5 people support this post
Send private message

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.


Banana?
4870 posts

Uber Geek

Subscriber

  # 2246442 27-May-2019 13:01
17 people support this post
Send private message

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.


 
 
 
 


BDFL - Memuneh
64775 posts

Uber Geek

Administrator
Trusted
Geekzone
Lifetime subscriber

21414 posts

Uber Geek

Trusted
Lifetime subscriber

  # 2246458 27-May-2019 13:08
3 people support this post
Send private message

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. 

 

 

 

 


2543 posts

Uber Geek


  # 2246472 27-May-2019 13:25
One person supports this post
Send private message

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.


21414 posts

Uber Geek

Trusted
Lifetime subscriber

  # 2246489 27-May-2019 13:37
Send private message

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.

 

 

 

 


15208 posts

Uber Geek


  # 2246514 27-May-2019 13:51
Send private message

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.


4394 posts

Uber Geek


  # 2246516 27-May-2019 13:52
One person supports this post
Send private message

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. 




18292 posts

Uber Geek

Trusted

  # 2246525 27-May-2019 14:03
Send private message

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. 


15208 posts

Uber Geek


  # 2246527 27-May-2019 14:10
2 people support this post
Send private message

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.

 

 

 

 


 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9
View this topic in a long page with up to 500 replies per page Create new topic



Twitter and LinkedIn »



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 »

Spark launches new wireless broadband "Unplan Metro"
Posted 11-Nov-2019 08:19


Malwarebytes overhauls flagship product with new UI, faster engine and lighter footprint
Posted 6-Nov-2019 11:48


CarbonClick launches into Digital Marketplaces
Posted 6-Nov-2019 11:42


Kordia offers Microsoft Azure Peering Service
Posted 6-Nov-2019 11:41


Spark 5G live on Auckland Harbour for Emirates Team New Zealand
Posted 4-Nov-2019 17:30


BNZ and Vodafone partner to boost NZ Tech for SME
Posted 31-Oct-2019 17:14


Nokia 7.2 available in New Zealand
Posted 31-Oct-2019 16:24


2talk launches Microsoft Teams Direct Routing product
Posted 29-Oct-2019 10:35


New Breast Cancer Foundation app puts power in Kiwi women's hands
Posted 25-Oct-2019 16:13


OPPO Reno2 Series lands, alongside hybrid noise-cancelling Wireless Headphones
Posted 24-Oct-2019 15:32


Waikato Data Scientists awarded $13 million from the Government
Posted 24-Oct-2019 15:27


D-Link launches Wave 2 Unified Access Points
Posted 24-Oct-2019 15:07


LG Electronics begins distributing the G8X THINQ
Posted 24-Oct-2019 10:58


Arlo unveils its first video doorbell
Posted 21-Oct-2019 08:27


New Zealand students shortlisted for James Dyson Award
Posted 21-Oct-2019 08:18



Geekzone Live »

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


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



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.