Which NZ retailer has the best repair/replacement/warranty policies?

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thinkingtrex8848

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#273003 29-Jul-2020 22:30

Having a terrible experience with a particular big retailer and looking for advice for future purchases.
Basically anything, from laptops to electronics. Have you found any particular shop better than the other?

mattwnz

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#2531155 30-Jul-2020 00:30

Wonder if it is the same retailer I am having trouble with, with poor service, and slowness at resolving things. Service seems to have really slipped with retailers in the last year I have found, and they don't seem to care too much about the CGA.

BlinkyBill

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#2531172 30-Jul-2020 07:53

The retailer doesn’t provide the warranty, unless you have purchased one of their rip-off warranties.

The manufacturer provides the warranty.

Linux

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#2531178 30-Jul-2020 08:12

All products sold by NZ retailers are covered under the CGA so it should make zero difference and the manufacturer provides the warranty not the retailers!

Never ever buy a extended warranty they are a SCAM!

jimiham

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#2531179 30-Jul-2020 08:13

JBhifi has been good to me. I've returned cameras, laptops amongst other things, and have always got my money back.

dt

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#2531216 30-Jul-2020 09:14

Dicksmith were amazing back in the day, shame they aren't around anymore.

I find all retailers just as bad as each other now, really depends on who you talk with and how helpful they are, being they are commission based a lot of them just can't be arsed helping you if they aren't going to make anything from you.

The tab key came off my $250 logitech keyboard that is less than 18 months old, I reached out to logitech and they said the retailer on my region handles warranty claims I thought oh here where go.. tried my luck with the retailer and yeah of course, not interested in helping "nah thats not covered, can give you a discount on a replacement" no thanks.. emailed logitech back told them what had happened so they organised me a replacement to be sent in good faith..

try your luck with the manufacturer, its usually in their best interest to keep those who are buying their products happy.. I know I wont mind paying the logitech premium again because of their support in my case

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#2531217 30-Jul-2020 09:16

Have also had positive experiences with JBHiFi. Biggest one was a TCL TV which had (for me) very noticable clouding problems, took it back and paid a small dif for a diff one. Was relly straight forward and certainly not what I was expecting.

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antonknee

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#2531220 30-Jul-2020 09:20

BlinkyBill:

The retailer doesn’t provide the warranty, unless you have purchased one of their rip-off warranties.

The manufacturer provides the warranty.

While this is true, it's often the retailer you deal with as your first port of call, and often the retailer who is gatekeeping that warranty. Plus the retailer is obligated under the CGA, so you may as well pick one who's going to give you good service if issues do arise.

networkn

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#2531223 30-Jul-2020 09:25

Linux: All products sold by NZ retailers are covered under the CGA so it should make zero difference and the manufacturer provides the warranty not the retailers!

Never ever buy a extended warranty they are a SCAM!

1) Not all retailers are equal, having a retailer who understands and adheres to the CGA in the first instance is something worth having. There seems to be a post here almost weekly with retailers who try and wiggle out of their responsibilities.

2) Not all extended warranties are a scam. If they pitch it as an overlap of the CGA then it's a scam, but a lot of extended warranties have additional benefits over what the CGA includes.. For example, we have a nice kettle, a kettle is something we use a LOT in our house. The kettle cost $130, and for $15 they offered me a no questions asked immediate replacement warranty. I have had to claim on it twice. Walked in, said x isn't working, they looked up, saw I had an extended warranty, told me to find a replacement from their shelf to the value of the original kettle +20%, found what I wanted, walked out, total time 10 minutes perhaps. (Compared to having them send my kettle off to be evaluated for a fault, then a replacement being agreed on, which is days at earliest.

What an extended warranty needs to do is provide additional value above and beyond what is offered by the CGA and at no time, should they pitch it any other way, misrepresenting the consumers rights under the CGA.

networkn

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#2531224 30-Jul-2020 09:26

jimiham:

JBhifi has been good to me. I've returned cameras, laptops amongst other things, and have always got my money back.

Same actually.

thinkingtrex8848

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#2531281 30-Jul-2020 11:10

Just had a look on JBHifi but they do not have many high-end laptops. Any recommended stores in Chch for laptops?

1101

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#2531285 30-Jul-2020 11:18

networkn:

2) Not all extended warranties are a scam. If they pitch it as an overlap of the CGA then it's a scam, but a lot of extended warranties have additional benefits over hat the CGA includes.. For example, we have a nice kettle, a kettle is something we use a LOT in our house. The kettle cost $130, and for $15 they offered me a no questions asked immediate replacement warranty. I have had to claim on it twice. Walked in, said x isn't working, they looked up, saw I had an extended warranty, told me to find a replacement from their shelf to the value of the original kettle +20%, found what I wanted, walked out, total time 10 minutes perhaps. (Compared to having them send my kettle off to be evaluated for a fault, then a replacement being agreed on, which is days at earliest.

For low value items , that is what should happen, regardless of extended warranties
And does , if the retailer is any good.
I'd bet if it was a laptop , you wouldnt have been given a straight swap that easily , even with ext warranties

When my dehumifier died , I walked into the store, and was given another , zero fuss , I did not have extended warranty
They didnt even test it , literally a easy swap . They even offered a refund .
Bunnings, btw .

Ive heard some horror stories around making claims on an extended warranty .
I'd only consider an extended warranty if it was provided by the actual manufacturer .

Lets be honest, ext warranties are just a way for retailers to make money , thats why the retail salespeople are FORCED to try & push them onto us (in some stores)

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trouser

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#2532326 31-Jul-2020 18:47

networkn:
Linux: All products sold by NZ retailers are covered under the CGA so it should make zero difference and the manufacturer provides the warranty not the retailers!

Never ever buy a extended warranty they are a SCAM!

1) Not all retailers are equal, having a retailer who understands and adheres to the CGA in the first instance is something worth having. There seems to be a post here almost weekly with retailers who try and wiggle out of their responsibilities.

2) Not all extended warranties are a scam. If they pitch it as an overlap of the CGA then it's a scam, but a lot of extended warranties have additional benefits over what the CGA includes.. For example, we have a nice kettle, a kettle is something we use a LOT in our house. The kettle cost $130, and for $15 they offered me a no questions asked immediate replacement warranty. I have had to claim on it twice. Walked in, said x isn't working, they looked up, saw I had an extended warranty, told me to find a replacement from their shelf to the value of the original kettle +20%, found what I wanted, walked out, total time 10 minutes perhaps. (Compared to having them send my kettle off to be evaluated for a fault, then a replacement being agreed on, which is days at earliest.

What an extended warranty needs to do is provide additional value above and beyond what is offered by the CGA and at no time, should they pitch it any other way, misrepresenting the consumers rights under the CGA.

That's pretty standard for low value items without an extended warranty. I've taken plenty of items back for warranty replacement to various retailers. Bunnings, Mitre 10, Briscoes, The Warehouse, JBHiFi, Kmart and Rebel Sports have all offered immediate replacement on faulty items.

arcon

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#2532624 1-Aug-2020 12:26

brownie112: Having a terrible experience with a particular big retailer and looking for advice for future purchases.
Basically anything, from laptops to electronics. Have you found any particular shop better than the other?

Regarding laptops, the reason I never buy a generic Asus or whatever purchased through any local retailer, is because they can't match the level of service you will get with a big name warranty like Dell. I've bought 3 of their laptops over the last 10 years all with on-site warranty. Good luck finding a local retailer that will drive out to your house and swap out parts within 24 hours.

thinkingtrex8848

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#2532629 1-Aug-2020 12:40

arcon:
brownie112: Having a terrible experience with a particular big retailer and looking for advice for future purchases.
Basically anything, from laptops to electronics. Have you found any particular shop better than the other?

Regarding laptops, the reason I never buy a generic Asus or whatever purchased through any local retailer, is because they can't match the level of service you will get with a big name warranty like Dell. I've bought 3 of their laptops over the last 10 years all with on-site warranty. Good luck finding a local retailer that will drive out to your house and swap out parts within 24 hours.

Is that true? Is that how good Dell is??

arcon

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#2532726 1-Aug-2020 15:02

brownie112:

Is that true? Is that how good Dell is??

Yes but obviously you have to buy products which have the onsite warranty, shown when you are buying from the Dell website. Products which don't might still show an option to upgrade to onsite, which will still be massively cheaper than any similar support contract a local company is going to give you. Dell already has a global network of authorized Dell support contractors among local companies, one of the perks of being a US$27 billion dollar company I guess.