After having trouble returning my obviously faulty freeview STB, I was browsing NZ Herald online when this article caught my eye:
Putting it right - the Consumer Guarantees Act
In particular, Tanya Thomson states that a common mistake for businesses to avoid is:
"Retailers telling customers they have to contact the manufacturer about product defects. In some cases customers may choose to go to the manufacturer for a remedy, but most customers want a remedy from the place they bought faulty goods and they are entitled to go to the retailer even if the defect originated with the manufacturer."
I was trying to do the reverse - return to the manufacturer over the retailer. In refusing to deal with my issue, have JCMatthew/Morning Star/whatever-other-name-they-go by breached the Act? Can I insist on returning the STB direct to the manufacturer or can they insist I go through the retailer? Anyone know/had experience on this?
It's too late for the STB, I've sent it back to 1-day, but I'm wondering for future reference if I can demand remedy from the manufacturer over the retailer. What does 'in some cases' mean?