Microwave CGA Advice

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cshaun

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#270359 5-May-2020 22:08

Hi guys. I'm just looking for a little bit of advice.

So our microwave died few days before 'Alert Level 4'. Its 7 years 9 months old. Model NNCF770M purchased for $432 at the Appliance Shed (RRP was quite a bit more). It's well looked after and certainly didn't feel like there was any reason it should kick the bucket. I wasn't too sure if Consumer Guarantees would apply so I looked it up. According to consumer (https://www.consumer.org.nz/articles/appliance-life-expectancy) they seem to think 8 years for a 'mid-range' microwave with typical usage is fair.

So I'd classify this as upper end (cost wise), and would think our usage is average to below average (2-3 times a week). So arguably falls within Consumer Guarantees?

I rang Noel Leeming who has purchased Appliance Shed, who said I needed to call Panasonic, who said I needed to call a local repair place. Anyway I dropped it off there a few days before lockdown for them to inspect. They came back saying the magnetron had overheated and could only have happened if the microwave was run with nothing inside it to absorb the energy. (Heatsinks had changed colour because of the heat.) Now obviously we have no reason to run it without anything in it, and I'm aware of the need to put in a glass of water if heating a wheat bag or something of that nature. I'm wondering if perhaps it's when warming up kids leftover food or something where there's only a bit in there that you hit for 20-30 seconds or something along those lines. Just can't think of anything that we could be doing that isn't 'normal'.

They immediately said it was 'out of warranty' when I dropped it off, and I was like "duh, I know that, but Consumer Guarantees…" I got no response during level 4, but after chasing them again they've finally come back a few days ago, saying it's outside of warranty and attached a quote for $136 for a replacement magnetron and $52 for labour, or if we don't get it repaired a $52 inspection fee (this is the first time that's been mentioned.)

Is it our fault for destroying it? Or is it a cop out and they're just blowing me off? I'm not sure if I should push further?

I'm tempted to buy a replacement magnetron and replace it myself, but also not sure if the cost is worth it. It's not that much more for a whole new unit.

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#2477372 5-May-2020 22:27

Pay the inspection fee - they provided a service, why would you expect it to be free? Buy a new one and be done with it.

You're seriously pushing your luck with GCA.

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#2477374 5-May-2020 22:29

Claiming the CGA after 7 years 9 months on a $430 microwave you are dreaming! You should be charged the inspection fee

snnet

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#2477418 5-May-2020 23:20

Surely you must have known taking it in to a repair place to be looked at was going to incur a cost... $52 is very cheap, I would have charged more.

Lias

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#2477428 5-May-2020 23:55

I'm normally one of the first people to insist on CGA rights, but at 7+ years I think you are going to struggle to get anything out of them without going to disputes tribunal, and I think you'd be far from assured of a win.

Personally, I'd pay the $52 and move on.

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#2477445 6-May-2020 01:30

What part of the CGA were you trying to claim under?

cshaun

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#2477446 6-May-2020 02:01

Well I was on the fence about the CGA in this case. Hence asking here for some opinions.

Sure it's a long time, but I have seen plenty cheap ~$150 microwaves last 10-15+ years. The 7 years 9 months isn't a bad run, I just would have guessed it'd gone longer. Not like it's had a hard life etc. Plus I've got plenty of other appliances I use daily that are much older than that.

I'm just not very clued up on the magnetron failure and the claim of running it with nothing in it for periods of time long enough to damage it.

And as for the inspection fee, I was told by Panasonic to take it there and they'd do the inspection on their behalf (for CGA). At no point was I informed there was any fee. The couple of times I have had something fail in the past, I've taken it to the store of purchase and had the item replaced or repaired. If I was taking it to some repair shop to have it looked at, sure I would expect there to be a fee, and would have even asked about it if it wasn't explicitly mentioned.

It's frustrating how open ended CGA is, and every story I've ever heard the store basically pretends they've never heard of it - "it's out of warranty". Even if it's just by a couple weeks.

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#2477451 6-May-2020 06:20

cshaun:

Well I was on the fence about the CGA in this case. Hence asking here for some opinions.

Sure it's a long time, but I have seen plenty cheap ~$150 microwaves last 10-15+ years. The 7 years 9 months isn't a bad run, I just would have guessed it'd gone longer. Not like it's had a hard life etc. Plus I've got plenty of other appliances I use daily that are much older than that.

I'm just not very clued up on the magnetron failure and the claim of running it with nothing in it for periods of time long enough to damage it.

And as for the inspection fee, I was told by Panasonic to take it there and they'd do the inspection on their behalf (for CGA). At no point was I informed there was any fee. The couple of times I have had something fail in the past, I've taken it to the store of purchase and had the item replaced or repaired. If I was taking it to some repair shop to have it looked at, sure I would expect there to be a fee, and would have even asked about it if it wasn't explicitly mentioned.

It's frustrating how open ended CGA is, and every story I've ever heard the store basically pretends they've never heard of it - "it's out of warranty". Even if it's just by a couple weeks.

The open-endedness of CGA is very likely deliberate and works in the consumers’ favour. I wouldn’t want to see prescriptive periods for products’ longevity.

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#2477454 6-May-2020 06:46

@cshaun If a staff member advises they don't know about the CGA for an item a few weeks out of warranty then you ask to speak to a store manager ASAP and don't deal with that staff member anymore, They should not be working in retail or the store training is just BS

timmmay

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#2477460 6-May-2020 07:40

7 years, toss it, buy a new one.

sbiddle

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#2477472 6-May-2020 08:20

99% of microwave ovens die because the magnetron fails. It is just a normal thing to happen for something that old after normal use.

When you dropped it off did you not complete any paperwork? It's normal for any retailer or repair place to at least give you something, because they'll always make you sign to say you agree with the fees for inspection fees. If retailers or repair places didn't do this they'd be working for free spending hours assessing goods that people would simply decide to scrap.

If I were you I'd pay the $52 and move on. If you want to challenge it spend $45 on a disputes tribunal case, but even then you're potentially throwing more money away as there are probably no guarantees of a win.

kiwiharry

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#2477494 6-May-2020 08:54

Personally I would have just moved on. I would have also factored in the savings made at the time of purchase. You say what you paid was well below RRP.

As an aside was the microwave classed as a "First", "Second", or "Third" when you brought it?

Should you wish to continue this as a CGA claim via DT, then I suggest you at least pay the service agent the $52 fee. Then look to claim the $52 back from Panasonic as part of the claim.

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Journeyman

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#2477879 6-May-2020 14:55

So the microwave is 7 years and 9 months old and you're disappointed it didn't make it and extra 3 months to last 8 years?

Just pay the $52. If the problem with the microwave was due to some sort of manufacturing error then sure, you could expect that $52 to be covered under warranty. But it seems like it's due to old age and you've paid $52 to have it inspected and make that determination. Which seems fair to me.

Or pay the $52 plus the cost of the magnetron and maybe it'll last another 7yrs 9mo. Just make sure to check what the magnetron warranty covers, in case it only makes it to 7yrs 6mo. 😁

cshaun

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#2478344 7-May-2020 00:26

Thanks for the feedback, it's appreciated.

I guess I'll just have to think about the cost of a new replacement vs the cost to repair.

Though I do feel some what attacked at my annoyance at the surprise inspection fee and like I need to defend my position.

I posted as I wasn't too sure what a reasonable time period was. The only thing I could find was that article from Consumer magazine which said "8 years for an average microwave". I was basically accused by the repair place of running the microwave with nothing in it (which I'm almost certain isn't the case), they were adamant that was the only possible cause.

Interesting that almost everyone suggests replacing with a new one. If the magentron is the thing that almost always fails, wouldn't it likely go for another ~8 years? Cosmetically it still looks brand new, it's in perfect condition. But I don't know if steam has perhaps corroded anything internally etc.

cshaun

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#2478345 7-May-2020 00:26

Journeyman:
So the microwave is 7 years and 9 months old and you're disappointed it didn't make it and extra 3 months to last 8 years?

Well a bit I guess. Not at 3 months obviously, but from my point of view its death did seem a little premature. I tend to try buy better quality products as I hate this disposable mentality of sending everything to the tip and buying new stuff every few years. It's not a cheap no name brand microwave. A cheap one would probably last at least 5 years, probably longer, $150/5=$30 a year. $432/8=$54 a year. I have many appliances that are still going and are MUCH older. I personally think the article's suggested 8 years for an 'average' microwave seems fair. It's all debateable; what's expensive, what's normal use, and mine died close to the 8 years anyway. That's why I wanted some opinions on the matter, I want to know what other people think is reasonable as close to 8 years is definitely getting a bit close to the edge.

cshaun

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#2478346 7-May-2020 00:27

Nate001:
Pay the inspection fee - they provided a service, why would you expect it to be free? Buy a new one and be done with it.

Linux:
You should be charged the inspection fee

snnet:
Surely you must have known taking it in to a repair place to be looked at was going to incur a cost... $52 is very cheap, I would have charged more.

I thought it was free because at no point was I ever informed there was a fee. I called Panasonic and said - "hey my microwave is reporting an error, I bought it on x date, it seems like it's probably still within the CGA, how do we proceed?" I was told to drop it off there by Panasonic so they could assess it for CGA. I have no idea what their arrangement with the repair place is. I did not just take it to a repair place and ask them to have a look at it and expect them to do it for free...

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