Another CGA advice thread :(

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E3xtc

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#251590 2-Jul-2019 16:07

We have a stove that has failed hinges in the door. The manufacturer has come back saying sorry we don't have parts any more as its discontinued.

Its 8 years old, standalone stainless gas/electric 900mm wide unit. Looks to be about 2000 upwards to replace.

What can I realistically ask? I know they are obligated to provide parts, but they don't have any. What would be an acceptable resolution to this? We are not in the financial position to afford thousands of dollars on a new stove, so even if they came back and said, how about 50% off a new one, it would be a damn hard stretch.

Keen to get peoples thoughts on this.

Thanks in advance

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#2268567 2-Jul-2019 16:11

They should be coming back to you with a solution

Linux

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#2268570 2-Jul-2019 16:13

Here is the problem " The manufacturer has come back saying sorry we don't have parts any more as its discontinued "

They have to supply spares for quite a few years and I am sure it's more than 8 years more like 15 years (Don't quote me on this)

E3xtc

773 posts

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#2268572 2-Jul-2019 16:21

Yeah I know they should have parts, but it appears they do not. So am at best expecting them to come back with something like x percent off a new one... But that isn't really financially an option.
So what choices do I have?
If they come back with nothing, do I go disputes tribunal and claim costs? What would costs be? An entire replacement unit?

networkn

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#2268573 2-Jul-2019 16:23

We had a fridge in a similar situation. It was probably about the time where the CGA wasn't 100% likely to protect us given it's age, but in the end, we compromised with them and got a $3.5K fridge for $1000 which was probably ok in our situation.

They did try quite hard to get us to go up from our initial price point, but I held my ground.

8 Years is about the grey area time in my opinion, if they offered me a price reduction on a new one, I'd probably look at that as a reasonable compromise. Having said that, if you really push, you might get a replacement under the CGA.

I think I'd start by explaining that you had expected having bought the item for $2K you'd get 10 years from it at least, and aren't in a position to replace it due to budget constraints and repair is really what you can afford, and see what they say.

trig42

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#2268574 2-Jul-2019 16:24

I'd say under the CGA, an oven should last more than 8 years (but probably not a huge amount more).

Parts should certainly be available.

I would be asking them what they plan to do to remedy your situation, reminding them of the fact it was a $2000 oven and you expect resolution under the CGA. You actually have a case against the retailer you bought it from. They are the ones who legally have to sort it.

Disputes tribunal filing would be the next step.

It's not a Parmco is it? we had one, same size, same price. It crapped out a few times (overheated the switch mechanism/circuitry for the oven function selection). They provided the parts to fix it three times (one of which we paid labour for). After 8 years, we gave up on it and bought a Bosch. They would have fixed it again, but it would have just died again, probably when the head chef was in the middle of cooking something very important (not just my dinner ;) ). Parmco were however, pretty good to deal with. They seemed to understand the CGA, though I saw on Fair Go a few weeks back an issue with a Parmco Oven, which only after getting Fair Go involved they refunded.

Ruphus

465 posts

Ultimate Geek

#2268576 2-Jul-2019 16:26

E3xtc: What would costs be? An entire replacement unit?

Pretty much. An oven door is a fairly integral component of the oven. Is the oven still usable? If not, that is a substantial failure which means the oven needs to be replaced if the fault cannot be fixed.

E3xtc

773 posts

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#2268582 2-Jul-2019 16:28

Yes it is Parmco.

I think the idea of just going back to them like what networkn mentions about financial constraints and needing the repair makes most sense and seeing where it goes to from there.

Thanks for the insights everyone! If anyone has anything else to mention don't hold back :)

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trig42

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#2268583 2-Jul-2019 16:32

Fair Go might like to hear from you.

Tell them you saw the piece (it is on the TVNZ website).

networkn

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#2268585 2-Jul-2019 16:35

trig42:

Fair Go might like to hear from you.

Tell them you saw the piece (it is on the TVNZ website).

Fair go!? Really? The guy hasn't even TALKED to them about a solution yet and allowed them the option to come up with an alternative!

Honestly, you guys. Not every situation requires a thermonuclear option.

E3xtc

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#2268592 2-Jul-2019 16:49

Haha yeah I would love for them to resolve the situation amicably.. So will give them the chance first before going all guns blazing

dt

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#2268602 2-Jul-2019 17:11

the parmco shop out in mt wellington google reviews are a bit of a sad read.. im not liking your chances of them resolving your issue without going in guns blazing.

eracode

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#2268605 2-Jul-2019 17:12

@trig42 Quote: I'd say under the CGA, an oven should last more than 8 years (but probably not a huge amount more).

I strongly disagree i.e. IMO an oven should last a hell of a lot longer than eight years. An oven is one of the more durable home appliances - or should be. I like to know what Consumer NZ say about oven life. The OP should be expecting a lot from the retailer or the manufacturer. This CGA BS from retailers and/or manufacturers makes my blood boil.

Sometimes I just sit and think. Other times I just sit.

sleemanj

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#2268657 2-Jul-2019 17:29

I would expect a good 15 years from an oven myself, not including elements of course, frankly there are plenty of ovens out there from the 70s or even earlier still trucking along just fine, there's not much that can go wrong after all.

Ultimately I would go back to the manufacturer, "the CGA says you are liable to resolve the situation, what do you propose", put the ball firmly in their court, don't make them an offer until you've heard their "best".

The Disputes Tribunal is always an option if you can't come to an agreement.

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James Sleeman
I sell lots of stuff for electronic enthusiasts...

mattwnz

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#2268664 2-Jul-2019 17:43

I would have thought hinges and springs would almost be considered consumables as they are parts that potentially wears out. Although we had to replace our oven after the hinges died on it and we couldn't get parts due to the company ceasing to operate. But it was 20 years old and gas and made in Oz, it was bits of plastic etc were always falling off it. But that still lasted 20 years. We need products to last a long time, as we don't want to end up with more rubbish in our landfills, we shouldn't be throwing things away when small parts like hinges on them need replacing.

I think part of it comes down to how much the oven cost, as if it was a cheap one, say less than $1000, or even under $500, then you probably aren't going to get the same life out of it. You can get ovens costing $5000, even over $10,000, for premium brands. But the average wall oven seems to be around the 2k price, plus installation costs, especially if it doesn't fit the kitchen unit.

tdgeek

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#2268728 2-Jul-2019 18:57

They need to remedy it. Its just hinges. See what they say. As stated you can say its not your problem, but you are happy to see what can be worked through. CGA is a tool, its not a bullet for every retailer.

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