RMA hardware - return by courier at customer's cost?

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surfisup1000

5288 posts

Uber Geek

#775645 6-Mar-2013 13:03

gundar: I'm sure the CGA is about returning it to where you bought it, but in my case, with hard drives, I have found the shipping to Asia, even at my expense, gets the replacement job done so quickly, it's worth the $25. When I have returned hard drives to stores and resell operations, the drives take months to be returned and are usually lost, misplaced or arrive somewhat partially tested/used.

In this/my case, $25 is money well spent. WD send the part back promptly at their expense if all paper work complies.

Not the answer you want, but perhaps a consideration for you to pay the money and remove some middlemen?

It's ok if you are happy to pay the postal costs but the point is that retailers do their best to avoid responsibilities under the CGA.

Because noone is going to take them to the disputes tribunal over a cost that is less than the filing fee they get away with it and the commerce commission is an absolute disgrace at enforcing this issue.

surfisup1000

5288 posts

Uber Geek

#775647 6-Mar-2013 13:05

Gooseybhai: I often quite find that the small print (T&C) on the invoice clearly state return to base at consumers expense on various items I purchase. Do you happen to have the original reciept or checked their T&C on their website etc?

Good result for you that they decided to pay for the return. Just check to see if it wasnt a term or condition of sale as they could be just being nice about your situation and being consumer friendly to which you cant knock them for.

As a consumer you have to check the small print.

The small print is irrelevant .

They could also write that no returns are accepted even of faulty goods. But, they cannot because it breaks the law. You cannot contract yourself out of the consumer guarantees law.

Just as expecting customers to pay return postage for faulty goods is also against the law.

Perhaps people should email a few of these 'invoices' to the commerce commission to get some action.

surfisup1000

5288 posts

Uber Geek

#775648 6-Mar-2013 13:08

Lias: There is a reason CL keeps getting voted "Best computer store in NZ".. Because they are far above the average..

Umm, CL didn't send me a courier return envelope. I'll have to ask them in future.

I return harddrives every so often .

I can see why manufacturers have decreased warranties on harddrives -- I've probably returned every drive that had a 5yr warranty.

dontpanic42

1574 posts

Uber Geek

#775673 6-Mar-2013 14:00

I've had to do a few returns for faulty items with Ascent.co.nz. Never once had to pay for shipping to return the item. Ascent would just arrange a courier pickup, usually at the soonest possible time that suited me.

Lias

5589 posts

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#775674 6-Mar-2013 14:00

I can see why manufacturers have decreased warranties on harddrives -- I've probably returned every drive that had a 5yr warranty.

Amen to that. Bastards lol

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BlueShift

1692 posts

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#775693 6-Mar-2013 14:43

Every RMA faulty hardware I've had to deal with arrived with a return courier ticket. We largely deal with HP.
I'm about to call in a hard disk with a SMART imminent failure alert, and I'm pretty sure if they want the drive back, they'll send a courier sticker.

bagheera

539 posts

Ultimate Geek

#775747 6-Mar-2013 16:04

BlueShift: Every RMA faulty hardware I've had to deal with arrived with a return courier ticket. We largely deal with HP.
I'm about to call in a hard disk with a SMART imminent failure alert, and I'm pretty sure if they want the drive back, they'll send a courier sticker.

hehe if like my hp returns the new HDD come with no return info, the old HD sits on my desk for 1 - 2 months, get a call from hp about it, say i do not have a return info, they say they will post it to me, wait another month or 2, get another call, say still waiting, oh will send another one then, normal get that one and return it.

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Kyanar

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#775768 6-Mar-2013 16:53

Gooseybhai: I often quite find that the small print (T&C) on the invoice clearly state return to base at consumers expense on various items I purchase. Do you happen to have the original reciept or checked their T&C on their website etc?

Good result for you that they decided to pay for the return. Just check to see if it wasnt a term or condition of sale as they could be just being nice about your situation and being consumer friendly to which you cant knock them for.

As a consumer you have to check the small print.

Incorrect. You CAN NOT contract out of the Consumer Guarantees Act, and any attempt to do so is illegal. For a store to have anything in their terms and conditions stating that you are required to pay to return faulty goods is a violation of the Fair Trading Act and/or the Consumer Guarantees Act and is liable for a very hefty fine. If you see such a term, kindly tell the store they are breaking the law and to remove said term and report it to the Ministry of Consumer Affairs if they don't.

surfisup1000: Perhaps people should email a few of these 'invoices' to the commerce commission to get some action.

These laws are administered by the Ministry of Consumer Affairs not the Commerce Commission, though otherwise I agree completely.

zANavAShi

119 posts

Master Geek

#777521 9-Mar-2013 22:40

dontpanic42: I've had to do a few returns for faulty items with Ascent.co.nz. Never once had to pay for shipping to return the item. Ascent would just arrange a courier pickup, usually at the soonest possible time that suited me.

Same experience for me. Ascent have the absolute and consistently best after-sales service of any online retail I have ever dealt with. Last year they even sent me a handful of petrol vouchers to apologise for a very minor clerical error that had been made in a refund they sent me which arrived just one day later than promised in my bank account. Totally unexpected, it just turned up in my letterbox a few days later with a very lovely handwritten apology note. Awesome!

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