Quick answer: Who handles CGA better, Heathcotes or Harvey Norman

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Benoire

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#251563 1-Jul-2019 15:59

So our 7y old samsung dishwasher has died yet again due to a manufacturing fault and samsung have accepted full responsibility and offered a full refund under the CGA. I'm looking at a Bosch unit now from either HN or Heathcotes... I'm used to Samsung handling the CGA directly and being actually very good and wondered which retailer was better to deal with should I need to use the CGA again... The price is the same so it comes down to user experience and CGA compliance effectively.

Thoughts?

Chris

surfisup1000

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#2267842 1-Jul-2019 16:20

I'd go Harvey Norman simply because Heathcotes is less likely to be around in 7 years time :)

You were lucky to get the refund, 7 years is getting up there.

jonathan18

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#2267846 1-Jul-2019 16:29

A good source of info to make your decision could be Consumer's retailer survey of its members, in which HN normally comes out fairly poorly.

Looking at the most recent one, Heathcote's comes in second for satisfaction for large appliances (whiteware and cookware), which I assume covers dishwashers. They came in with 85% satisfaction, behind Magness Benrow at 91% but well ahead of HN at 70% (with only Farmers and NL below that).

Personally, all other things being equal, I'd do what I could to avoid HN, but have to admit I bought our Bosch washing machine there (I'm a hypocrite, for sure!).

jonathan18

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#2267850 1-Jul-2019 16:35

surfisup1000:

I'd go Harvey Norman simply because Heathcotes is less likely to be around in 7 years time :)

You were lucky to get the refund, 7 years is getting up there.

I hope it's not the case. HN isn't a store well-known for, shall we say, leading ethical business practices!

Heathcote's seems to be similar to what LV Martin was for the Wellington region - locally owned, and places an emphasis on customer service. https://www.heathcotes.co.nz/about That's something to support.

And, anyway, even if the retailer goes bust, the brand's importer will still retain responsibility under the CGA...

Dunnersfella

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#2267852 1-Jul-2019 16:38

I concur... I doubt Heathcotes will survive in its current format.

Lias

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#2267854 1-Jul-2019 16:45

jonathan18:

Heathcote's seems to be similar to what LV Martin was for the Wellington region - locally owned, and places an emphasis on customer service.

And what happened to LV Martin? They got eaten by Smiths City.

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surfisup1000

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#2267855 1-Jul-2019 16:47

jonathan18:

I hope it's not the case. HN isn't a store well-known for, shall we say, leading ethical business practices!

Heathcote's seems to be similar to what LV Martin was for the Wellington region - locally owned, and places an emphasis on customer service. https://www.heathcotes.co.nz/about That's something to support.

And, anyway, even if the retailer goes bust, the brand's importer will still retain responsibility under the CGA...

I agree with all you say.

But, regardless, I've had 100% success with making HN CGA claims. They just need a lot more reminding about their obligations. HN usually see sense before ending up in the disputes tribunal.

As to Heathcotes, they will probably be fine for many years to come. I just think they have a 'slightly' higher risk of failure, even if that risk is low ... and as you say, you can always go to the importer.

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sqishy

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#2267859 1-Jul-2019 16:56

I got Bosch 5 years ago - dish washer, fridge, oven etc. We had an error on Dish washer and I contacted both Bosch and HN. HN was going to send a tech around but Bosch also contacted me and came around quicker.

Bosch tech fixed free of charge i..e not even a call out fee - note I had to have the original receipt which HN also had a copy of so very very good service.

SATTV

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#2267902 1-Jul-2019 18:10

surfisup1000:

I'd go Harvey Norman simply because Heathcotes is less likely to be around in 7 years time :)

You were lucky to get the refund, 7 years is getting up there.

Heathcotes has been around a lot longer than Harvey Norman ( both in NZ and Australia )

Heathcotes have also won the best customer service awards several years running.

A friend of mine works there and said a lot of people travel from Auckland to buy stuff from them at the the Base in Hamilton.

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Benoire

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#2267905 1-Jul-2019 18:26

Cheers folks

Samsung have been awesome with our appliances to be honest, the dishwasher has broken about 6 times, twice on the same failure and every time they've fixed it without any hassle.

I've read the satisfaction reports with Heathcotes higher but I do have concerns regarding the companies size and ability to weather price wars etc. and the longetivity as a result..

@sqishy sounds promising thank you. Do Bosch directly repair like Samsung and can you get in contact directly with them or do you still need to go through a retailer?

Benoire

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#2267906 1-Jul-2019 18:30

SATTV:

Heathcotes has been around a lot longer than Harvey Norman ( both in NZ and Australia )

Heathcotes have also won the best customer service awards several years running.

A friend of mine works there and said a lot of people travel from Auckland to buy stuff from them at the the Base in Hamilton.

John

I missed this when replying... I'm more swayed by customer experiences than age and if Bosch are capable of honouring the CGA directly then I would rather give my money to a local NZ based indie retailer

sqishy

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#2268003 1-Jul-2019 21:04

Benoire:

Cheers folks

Samsung have been awesome with our appliances to be honest, the dishwasher has broken about 6 times, twice on the same failure and every time they've fixed it without any hassle.

I've read the satisfaction reports with Heathcotes higher but I do have concerns regarding the companies size and ability to weather price wars etc. and the longetivity as a result..

@sqishy sounds promising thank you. Do Bosch directly repair like Samsung and can you get in contact directly with them or do you still need to go through a retailer?

I went directly to Bosch and they sent their own tech around and fixed under the CGA. The guy that came was a qualified Bosch tech as well so knew what he was doing.

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sqishy

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#2268004 1-Jul-2019 21:04

Benoire:

Cheers folks

Samsung have been awesome with our appliances to be honest, the dishwasher has broken about 6 times, twice on the same failure and every time they've fixed it without any hassle.

I've read the satisfaction reports with Heathcotes higher but I do have concerns regarding the companies size and ability to weather price wars etc. and the longetivity as a result..

@sqishy sounds promising thank you. Do Bosch directly repair like Samsung and can you get in contact directly with them or do you still need to go through a retailer?

I went directly to Bosch and they sent their own tech around and fixed under the CGA. The guy that came was a qualified Bosch tech as well so knew what he was doing.

Benoire

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#2268026 1-Jul-2019 21:39

@sqishy

Thanks! Just ordered a 15 place Bosch built in dishwasher series 6! Wanted the Series 8 but couldn't convince the other half the additional $700 was worth it despite it looking much nicer from the front!