RIP Xbox - RIP CGA

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#2642483 26-Jan-2021 19:06

Slightly off-topic, but not really:

A few years ago, I had a PS4 which was 13 months old & all of a sudden wouldn't read Blu-Ray discs. DVDs worked fine however, but since games are Blu-Ray, it wasn't in a usable state.

I took it back to the retail shop where I purchased it (Warehouse), saying that while I know it's out of warranty, is there anything that can be done. Short answer was to contact Sony. Did that, but really didn't get anywhere, so I went back to the Warehouse, and they basically said they can have it assessed at my cost, which would have been stupidly expensive even before repair costs were added.

I ended up selling my games on disc, and downloading them from that point onwards (so much easier by the way!).

Knowing what I know now, I would have pushed CGA instantly to reach a better outcome, especially since I look after all my gear & hate to see something give up so soon through no fault of my own.

Batman

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#2642819 27-Jan-2021 08:56

Well that was fast jb says no.

pmnz

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#2642822 27-Jan-2021 08:58

Batman: Well that was fast jb says no.

Well they can't just outright deny a CGA claim, take it further.

tchart

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#2642823 27-Jan-2021 08:59

Batman: Well that was fast jb says no.

Yep thats crap. A console should last more than 2 years.

LostBoyNZ

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#2642824 27-Jan-2021 09:00

Batman: Well that was fast jb says no.

Out of curiosity, can I ask what reason they gave?

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#2642825 27-Jan-2021 09:00

Take your complaint further | Consumer Protection

If you can't agree a solution with a seller or supplier, options include mediation, district court or disputes.

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#2642829 27-Jan-2021 09:09

I had exactly the same issue (4 times infact).

Each time Microsoft replaced it, no questions asked. You just go onto their website and lodge a hardware claim. They email you a postal label, you post it, new one arrives.

Each time they extended the warranty by 2 years.

Edit: Its a known issue with the HDMI Timer chip.

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#2642834 27-Jan-2021 09:18

I'd be interested to know what you wrote exactly.

Did you include what I wrote about their obligations under the CGA and reporting their misrepresentation of your rights to the commerce commission?

At this point, I'd lodge a disputes tribunal claim and send a letter to the commerce commission, because even though you are busy, there is a principle in play, and you are helping to protect others in the longer term.

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#2642839 27-Jan-2021 09:21

LostBoyNZ:

Batman: Well that was fast jb says no.

Out of curiosity, can I ask what reason they gave?

"Well outside warranty"

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#2642840 27-Jan-2021 09:23

Batman:

"Well outside warranty"

A five year claim, possibly. Two years old device with a known fault? Hardly.

Check that Microsoft tip above, otherwise time to hit hard.

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#2642844 27-Jan-2021 09:30

The MS tip requires me to enter my credit card for payment as it's outside warranty, and my address for pick up.

But the xbox is not with me ..

will have to try something else

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#2642851 27-Jan-2021 09:52

@batman go back to my post where I mentioned what should be in the message you sent regarding misreprestation of CGA rights to the consumer being a breach of the Fair Trading Act, and saying you are prepared to lodge a case with the disputes tribunal. Send me a PM if you are struggling, but that will get things moving, otherwise, just move to disputes tribunal.

I have found JBHIFI exceptional in the warranty claims I have made, but every org will have a few people who want to 'push back' or haven't been trained properly.

LostBoyNZ

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#2642858 27-Jan-2021 10:04

Could be a long shot but from what I can see online their head office phone number is 09 815 4610, and if you mention you're having trouble getting your local store to honor the CGA, ideally they'll put you through to someone.

In retail, usually the higher up you can go (providing you've tried lower levels of support, which you have), the higher the chance of getting something done. In part because eventually you're taking someone's time up that could be worth more than what it costs to repair the product, but also because higher ups would get in more trouble if they mislead a customer regarding their rights under the CGA.

You mentioned you're short of time yourself, which is totally reasonable, and it's stupid that you have to put in this much time to get something you're already entitled to. But the more people who do push for stores to honor their responsibilities, the better it is for future purchases and for everyone in NZ.

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#2643010 27-Jan-2021 12:15

It is annoying that you have to kick up a stink to get any action on the CGA.

I recently had an ebike battery fail 1 month over the 2 year warranty period. The dealer told me no warranty and that I would need to pay $900 for a new battery. I said no thanks, the battery hasn't lasted a reasonable amount of time for a $3000 ebike, that I knew my rights and that I was entitled to repair or replacement under the CGA.

The dealer said ok cool, gave me the contact details of the NZ importer and told me to take it up with them.

I said ummmm I don't think so - I purchased the ebike from you, so it will be your company that I will be taking to the disputes tribunal.

He got back to me and said "now that you have made it clear that you are dealing with my company, we will be providing you with a replacement battery at no cost".

What!!! I was dealing with his company the whole time and he was the one who tried to fob me off to the NZ distributor.

freitasm

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#2643130 27-Jan-2021 16:42

nbroad:

He got back to me and said "now that you have made it clear that you are dealing with my company, we will be providing you with a replacement battery at no cost".

That me laugh. Seriously.

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