What's the retailer's obligations in a warranty claim for bulky items?

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turtleattacks

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#318217 27-Dec-2024 20:24

Hi guys,

We purchased a VERY heavy bulky cantilever umbrella from Mitre10 about a year ago for about $3000 and it's now broken.

Obviously, it's not really practical for it to be easily taken back to the store so I was wondering what's the store's obligation in getting the umbrella repaired or replaced?

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Smpl Mnmlst
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#3325152 27-Dec-2024 20:37

Have you spoken to M10 about this?

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

turtleattacks

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#3325153 27-Dec-2024 20:40

eracode:
Have you spoken to M10 about this?

I’ll speak to them tomorrow for sure. Just want to know what I’m getting myself into.

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eracode

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#3325155 27-Dec-2024 20:43

Come back to us, if necessary, when you’ve heard what they have to say.

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Handle9

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#3325163 27-Dec-2024 21:04

If it’s a CGA claim then the basic principle is no loss to the consumer from the fault. If transport is required that’s on Mitre 10 to arrange.

If it’s a warranty claim it depends on the warranty. The warranty doesn’t override the CGA though so the consumer can take whatever claim route they like.

eracode

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#3325164 27-Dec-2024 21:12

At this stage we have no idea how or why it became ‘broken’.

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

Handle9

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#3325174 27-Dec-2024 21:31

eracode:
At this stage we have no idea how or why it became ‘broken’.

That’s not at all relevant to the question OP asked and not for us to decide. They want to understand their basic rights.

Jase2985

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#3325175 27-Dec-2024 21:43

turtleattacks:
eracode:

Have you spoken to M10 about this?

I’ll speak to them tomorrow for sure. Just want to know what I’m getting myself into.

How did you get it home when you brought it?

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turtleattacks

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#3325177 27-Dec-2024 21:49

Jase2985:
turtleattacks:
eracode:

Have you spoken to M10 about this?

I’ll speak to them tomorrow for sure. Just want to know what I’m getting myself into.

How did you get it home when you brought it?

It was dropped off by Mitre10 in a truck for free as they were transporting the item to the store for me anyway.

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Handle9

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#3325182 27-Dec-2024 22:01

BTW the section of the act you need is Section 18 part 4.

Basically it says the supplier is responsible for any damages to the consumer that would be reasonably foreseeable. Transporting a bloody great umbrella if it’s failed is reasonably foreseeable.

https://www.legislation.govt.nz/act/public/1993/0091/latest/DLM312823.html

turtleattacks

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#3325221 28-Dec-2024 09:55

Just an update - went into Mitre10 early in the morning and showed them the photo of the broken product.

They immediately arranged for a delivery of a new umbrella and will just swap out the product.

Excellent customer service, although I noticed while they were retrieving the order on the computer that the price I paid for was $500 more than pre-covid prices!

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Bung

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#3325288 28-Dec-2024 11:50

I have no idea what brand you have and can't find anything matching your description on M10 site.

This is from the description of another spendy umbrella from a different retailer
"To ensure the strength of our cantilever umbrellas we put them through the ultimate wind test. Setup in a wind tunnel and exposed to high winds, the umbrella stood up to gusts of up to 64 km/h (18m/s). So you can ensure it will stand up to the toughest NZ winds - even if you’ve taken cover inside by that time." The idea that 64km/h is anywhere near the toughest NZ winds is a joke.

eracode

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#3325302 28-Dec-2024 12:55

turtleattacks:

Just an update - went into Mitre10 early in the morning and showed them the photo of the broken product.

They immediately arranged for a delivery of a new umbrella and will just swap out the product.

Excellent customer service, although I noticed while they were retrieving the order on the computer that the price I paid for was $500 more than pre-covid prices!

Great result - this is why I suggested you talk to M10 before getting too concerned about CGA rights and so on.

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

eracode

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#3325713 29-Dec-2024 05:24

@turtleattacks Out of curiosity, interested to know the how/what/why of it getting broken. Was it a design fault - I.e. something that’s likely to happen again with the new one?

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

turtleattacks

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#3325731 29-Dec-2024 09:15

eracode:

@turtleattacks Out of curiosity, interested to know the how/what/why of it getting broken. Was it a design fault - I.e. something that’s likely to happen again with the new one?

The rope itself did not break, nor did the frame. The rope actually came off the crack.

Given it was like $3000+, I'm hoping it's an one off manufacturing weakness.

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Bung

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#3325732 29-Dec-2024 09:24

Are you saying that nothing seemed broken but the rope came off the crank? Sooner or later the rope will break where it is exposed to UV. I'd be surprised if it wasn't possible to reattach the rope.

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