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Topic # 114848 5-Mar-2013 09:31
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Hi all, it's my first time RMA'ing a piece of hardware that has developed a fault, and I've just initiated the RMA process with the retailer.  They've provided me with an RMA number and asked me to courier it back to them.  When I enquired about the cost, though, they said that it would be at my cost, though they would courier the replacement item at their cost.

I've never had to do this before, so I don't know if this is normal practice.  I guess I imagined that they would pay the cost for couriering the item - why should I be out of pocket because the item they sold me requires testing and/or repair?  But on the other hand, I guess if I bought the item locally, I would return the product in person, so they could equally argue that they shouldn't be out of pocket simply because their customer lives in a different part of the country.

What do you think?

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  Reply # 774813 5-Mar-2013 09:36
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http://www.consumer.org.nz/reports/consumer-guarantees-act/putting-it-right



Consequential loss

In addition to these rights, consumers may also claim for any reasonably foreseeable extra loss that results from the initial problem. If your new washing machine won't work properly you can claim for laundry costs or the cost of hiring a replacement machine while the first one is being fixed.

If you have to post or courier goods back to be repaired, you don't have to pay for those costs.

The compensation for consequential loss must put you back in the position you would have been in if the goods or service hadn't been faulty.

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  Reply # 774815 5-Mar-2013 09:39
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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?



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  Reply # 774817 5-Mar-2013 09:42
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Thanks for these replies.

The retailer said that the manufacturer only supplies a Return to Base warranty. Does this affect the situation, or would the advice from Consumer still apply?

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  Reply # 774820 5-Mar-2013 09:43
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Lizard1977: Thanks for these replies.

The retailer said that the manufacturer only supplies a Return to Base warranty. Does this affect the situation, or would the advice from Consumer still apply?


You can't contract out of the CGA.  It's also illegal to mislead someone about their rights under the CGA.

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  Reply # 774829 5-Mar-2013 09:59
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If you are not able to physically return it to the store you brought it from, paying the return postage is pretty much a universal thing. Never seen a store that pays for it from their pocket.







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  Reply # 774838 5-Mar-2013 10:06
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It is required by the CGA.  The consumer should not be out of pocket due to a failure.

Whether or not stores do it is irrelevant.  They are breaking the law and you can and should insist they pay for the courier.

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  Reply # 774844 5-Mar-2013 10:13
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If you have purchased the product commercially (ie, not for personal use, purchased by a business), and the item has a RTB warranty, you pay for it to get back to base (ie., where you bought it).

A bit greyer IMHO if it is a personal product. Normally, you would take it back to the store wouldn't you? I know if I have a warranty issue with something, I will take it back to where I bought it, essentially the same as paying for the courier.

Most retailers will pay for the return however, and if you have one that isn't, according to consumer, you can make them pay.

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  Reply # 774851 5-Mar-2013 10:20
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Lias: Never seen a store that pays for it from their pocket.

Amazon does, and they're not even bound by the CGA!

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  Reply # 775253 5-Mar-2013 20:40
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ubergeeknz: It is required by the CGA.  The consumer should not be out of pocket due to a failure.

Whether or not stores do it is irrelevant.  They are breaking the law and you can and should insist they pay for the courier.


If the customer had the item delivered I can see some grounds to argue thatthere, but if the CGA worked as your saying it would mean I could buy an item physically in Wellington from a Wellington only store, and have a nationwide warranty at the stores expense. That sounds mighty unreasonable to me.






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  Reply # 775268 5-Mar-2013 20:58
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I bought a computer from computer lounge maybe 5 years ago, the ram was faulty and windows wouldn't install. CL couriered me new ram and sent me a courier pack to return the faulty ram.




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  Reply # 775287 5-Mar-2013 21:17
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Well I got a resolution this afternoon. After quoting consumer.org.nz to them, they relented and gave me an account number to use with NZ Couriers, sternly telling me "just this once!" lol. So it's a good result. But a bit disappointing to have to fight for my rights, especially as its an otherwise reputable company that I've had many satisfactory dealings with over the years (I won't name them because they did the right thing in the end). It seems that even the "good guys" will try to wriggle out of their CGA responsibilities if they think they can get away with it.

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  Reply # 775288 5-Mar-2013 21:18
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There is a reason CL keeps getting voted "Best computer store in NZ".. Because they are far above the average..




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  Reply # 775330 5-Mar-2013 22:36
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Pretty sure things like RTB and manufacturers warranties are mainly targeted towards business users, where the CGA doesn't apply. There are some grey areas around the CGA, as if you purchased it locally, but you move to another part of the country, you wouldn't expect the retailer to pay for you to send it back to them. But I think if you buy it online in another region, you would expect the retailer to pay if it is still within the warranty period. Personally I have often just paid it, as sometimes it is not worth arguing over, unless it is a big expensive item, that would cost a lot to transport.

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  Reply # 775588 6-Mar-2013 12:17
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Lizard1977: Well I got a resolution this afternoon. After quoting consumer.org.nz to them, they relented and gave me an account number to use with NZ Couriers, sternly telling me "just this once!" lol. So it's a good result. But a bit disappointing to have to fight for my rights, especially as its an otherwise reputable company that I've had many satisfactory dealings with over the years (I won't name them because they did the right thing in the end). It seems that even the "good guys" will try to wriggle out of their CGA responsibilities if they think they can get away with it.


The exact same thing happened to me last year with a hardware purchase from Mighty Ape.  They reluctantly decided to pay for return postage after I hassled them for a bit.

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  Reply # 775605 6-Mar-2013 12:26
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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.

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