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  Reply # 1053063 25-May-2014 20:07
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BinaryLimited: 
 
Returned a HDD today which failed. Was told that i cannot get a new 2yr warranty with the new product which i just replaced with a faulty drive.
Except i would continue the remainder of the warranty???
Surely the hardware is under warranty from the supplier???
 


This is exactly how a warranty works (and what NZ consumer law clearly defines). The warranty covers the period from the original purchase date.

If you buy a product with a 2yr warrnty and it's replaced under warranty with a new product after 1yr your warranty will only be for 1yr.



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  Reply # 1053064 25-May-2014 20:08
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Inphinity:
BinaryLimited: Disgusting customer service !!!
Returned a HDD today which failed. Was told that i cannot get a new 2yr warranty with the new product which i just replaced with a faulty drive.
Except i would continue the remainder of the warranty???
Surely the hardware is under warranty from the supplier???


If you purchased a drive, and it failed & was replaced under warranty, you get the balance of the warranty, not a complete new warranty period.

Edit: p.s. nice thread necro :P


Its a new product since its been replaced tho? Surely the warranty is with the supplier?
Lets pretend that i did get a 2yr warranty on the replaced product.....how am i supposed to replace it if they havent updated my receipt with the new serial number? Basically now i have 0 warranty.




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  Reply # 1053069 25-May-2014 20:09
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sbiddle:
BinaryLimited: 
 
Returned a HDD today which failed. Was told that i cannot get a new 2yr warranty with the new product which i just replaced with a faulty drive.
Except i would continue the remainder of the warranty???
Surely the hardware is under warranty from the supplier???
 


This is exactly how a warranty works (and what NZ consumer law clearly defines). The warranty covers the period from the original purchase date.

If you buy a product with a 2yr warrnty and it's replaced under warranty with a new product after 1yr your warranty will only be for 1yr.



Thanks, what if the product is 3months old? Not that it is but just an example.




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  Reply # 1053071 25-May-2014 20:10
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Same story applies. The warranty is valid from the original purchase date of the product. If a product with 2yr warranty failed after 3 months you'd have 21 months left under warranty with the replacement.

It is not a new product with a new warranty. It's a product replacement for an existing product under it's warranty.




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  Reply # 1053079 25-May-2014 20:23
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BinaryLimited: 

Returned a HDD today which failed. Was told that i cannot get a new 2yr warranty with the new product which i just replaced with a faulty drive.
Except i would continue the remainder of the warranty???
Surely the hardware is under warranty from the supplier???


This is normal practice with most electronics repaired / replaced under warranty.
 



So then we asked the staff member ( Leon in Returns ) if he needs to update the serial number on the old receipt and his reply was " no they are the same number ".....Clearly they are not !!!

So now when this HDD breaks, how am i able to return it???
The S-E-R-I-A-L-S DO NOT match!


You will find if they bring up the serial # on their system it will show you've had a replacement drive and have your new drive number on their system but your original receipt is still valid as Proof of purchase 

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  Reply # 1053084 25-May-2014 20:27
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Andib:
BinaryLimited: 

Returned a HDD today which failed. Was told that i cannot get a new 2yr warranty with the new product which i just replaced with a faulty drive.
Except i would continue the remainder of the warranty???
Surely the hardware is under warranty from the supplier???


This is normal practice with most electronics repaired / replaced under warranty.
 



So then we asked the staff member ( Leon in Returns ) if he needs to update the serial number on the old receipt and his reply was " no they are the same number ".....Clearly they are not !!!

So now when this HDD breaks, how am i able to return it???
The S-E-R-I-A-L-S DO NOT match!


You will find if they bring up the serial # on their system it will show you've had a replacement drive and have your new drive number on their system but your original receipt is still valid as Proof of purchase 


That i can understand but the service guy kept telling me it was the same serial? No information was taken down and no information was put into any system.




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  Reply # 1053088 25-May-2014 20:34
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Going back to the OP and PBTech formatting the drive and saying it's fixed must be a legitimate fix.
I've had an HP laptop in the workshop that was showing all the signs of a dying HDD.

 

Tested with the HP built in HDD test in the BIOS and it confirmed that it was failing.
Also tested with HDTune and it found bad sectors.

Spoke to HP on the phone, as laptop was still under warranty, and they got me to do a factory restore, which formatted the drive in the process.
After that no more failures in the HP HDD test or HD Tune.

HP said they've had this happen a lot and it is a software problem....




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  Reply # 1053113 25-May-2014 21:11
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"When a faulty product is replaced, any manufacturer's warranty on the product usually runs only from the original purchase date"

"However, the Consumer Guarantees Act applies to the replacement, so you will still have all the rights you're entitled to when buying a brand new machine."

So there for

"The Act's terms "reasonable" and "acceptable" are deliberately open-ended. It depends on what a reasonable consumer would think was acceptable based on the nature of the goods, the price, and any statements that have been made about the goods. A concert violin is required to meet a higher standard than a child's cheap instrument. Ultimately a tribunal referee or a judge may have to decide what is reasonable or acceptable in the circumstances"

you are still covered by the CGA for the replacement items even though they are out of the manufactures warranty period

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  Reply # 1053119 25-May-2014 21:19
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That i can understand but the service guy kept telling me it was the same serial? No information was taken down and no information was put into any system.


Firstly why does this matter? It's their problem if they don't track their returns not yours. Secondly are you sure the receipt shows the serial number and not the barcode or SKU code?

-A.

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  Reply # 1053126 25-May-2014 21:32
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AidanS:
That i can understand but the service guy kept telling me it was the same serial? No information was taken down and no information was put into any system.


Firstly why does this matter? It's their problem if they don't track their returns not yours. Secondly are you sure the receipt shows the serial number and not the barcode or SKU code?

-A.


Returning the faulty( if for some magical reason it went faulty again)  product would be impossible.
yeah, 200% sure.




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  Reply # 1053127 25-May-2014 21:34
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BinaryLimited: 
Returning the faulty( if for some magical reason it went faulty again)  product would be impossible.
yeah, 200% sure.


I guess that makes sense, however at the end of the day it's on them if the HDD is faulty again within the consumer's act as you can only provide (paperwork) what you were given from them.

-A.

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  Reply # 1053676 26-May-2014 16:16
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sbiddle: 

If you buy a product with a 2yr warrnty and it's replaced under warranty with a new product after 1yr your warranty will only be for 1yr.



Either way it doesn't matter, under the CGA the replacement must be fit for purpose and last for a reasonable amount of time nether of which are specifically defined length.

Personally I think it's reasonable a hard drive lasts for 2-3 years.

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  Reply # 1053694 26-May-2014 16:30
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Ragnor:
sbiddle: 

If you buy a product with a 2yr warrnty and it's replaced under warranty with a new product after 1yr your warranty will only be for 1yr.



Either way it doesn't matter, under the CGA the replacement must be fit for purpose and last for a reasonable amount of time nether of which are specifically defined length.

Personally I think it's reasonable a hard drive lasts for 2-3 years.


You're right it doesn't matter because the CGA in effect is there - and I wouldn't expect a CGA claim if they device failed to be declined as you would expect the product to last the two years.

I was being specific about the law though - and it's the law that defines how a warranty works when a product is replaced. A manufacturer's warranty and the CGA are two very different things, with the CGA not applying for any business purchases being key.






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