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  Reply # 1241372 18-Feb-2015 10:32
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Morning everyone.

Once again thank you to everyone for the help + support, it means a lot.

Currently I am waiting for a reply to the message I sent last night. I will also be ringing Sony today to see what they say. As suggested my next move should probably be to make a claim at the DT, but thought I should cover all my basis first by contacting Warehouse/Sony etc, giving them a final chance (so to speak) of coming to the party.

@Networkn

Thanks for that. Yes I have been reading bits and pieces on the consumer website, plus reading some of the magazines reading peoples different problems.

Will probably make that my next step, or just go straight to the DT.

Once again thanks everyone. This feels like the "Mob" in the Simpsons where everyone has torches + forks, chanting and going towards Homers House :)







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  Reply # 1241375 18-Feb-2015 10:34
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Follow my advice and it will save you the DT, unless you have nothing better to do. 


 
 
 
 


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  Reply # 1241392 18-Feb-2015 10:48
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Looking forward to hearing how you got on. I had the same issue and was told that it is a software issue. It hasn't happened in a while so maybe the latest update fixed it? I did the power off, pull out plug and 'drain' the battery fix and it worked, but it's really frustrating that such an expensive piece if kit has such a basic error.

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  Reply # 1241418 18-Feb-2015 10:57
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For the record, I think the current CGA is an overly powerful and over reaching tool. I think it gets abused daily and retailers are bullied into unreasonable remedies, but in this instance it's doing exactly what it should be used for and I fully support the use of it. 

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  Reply # 1241579 18-Feb-2015 13:02
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Sony have an Auckland based agent who do PlayStation repairs.  Their phone number is 09 415 2447.  I got the impression that for a lot of problems they just send you a new unit, rather than specifically repairing it and sending it back.

It's probably worth keeping in mind that not all of the PS4s in NZ will have been imported by Sony.  The larger stores may have imported them themselves through other distribution channels.

I've had a look at the "tighten the screw" fix.  It seems to be saying that flex in the unit can trigger the eject button.  It seems viable from what I saw when I replaced the HDD in mine.

Also I'd never buy anything like a PS4 from the Warehouse.  It's almost impossible to get them to replace a faulty CD, let alone anything of greater value.



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  Reply # 1241606 18-Feb-2015 13:34
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WOOOOOOOOOOOOW

Unbelievable...



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  Reply # 1241619 18-Feb-2015 13:44
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Finch: WOOOOOOOOOOOOW

Unbelievable...




Explain?



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  Reply # 1241641 18-Feb-2015 13:49
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Alrighty...

Haven't got an Email back from the Warehouse yet from the message I sent last night.

I did however just get off the phone to Sony..

I started off by telling the guy on the phone what my problem was with the console + when I bought it etc. I then said what the Warehouse told me, it is going to cost $315. He said he didn't know where the Warehouse gets $315 from (Unless they are adding certain charges) and they can do it for $200 something (Don't remember exact figure). Later on in the conversation he mentioned something about charging $360, maybe it was $260 and I just misheard him. I mentioned I should be covered under the CGA and I should receive replacement, refund, repair (At no charge to me).

He said no that is not right because it is now out of the 12 month warranty. I said yes that is true but I am covered under the CGA. I mentioned the line of "Goods should be fit for purpose for a reasonable amount of time". I couldn't quite understand what he was saying, but what I understood from it he was saying that 12 months was a reasonable amount of time to him (And I guess Sony) and that I would have to pay. He mentioned basically everything has a 12 month warranty, TV's, Phones etc.

It kind of went round in circles and I was trying to quote the CGA, however because I didn't know the EXACT words nor which section of the CGA it was in, what he kept saying to me was "If you don't know the CGA then how do we know what rule we have broken".

I mentioned the Warehouse/Sony is doing an illegal practice by "opting out" of the CGA, he again said something such as "Please tell me where in the CGA it says we have done something wrong" and "If you don't know the line from the CGA then how do I know what we have broken". Something about because I didn't know the exact words I didn't have a case.

Hey fair enough I should of been more prepared, with exact lines/quotes.

I did mention this, as quoted by Xeon yesterday..

"“(b) where a supplier who has been required to remedy a failure refuses or neglects to do so, or does not succeed in doing so within a reasonable time,—

 

     

  • (i)have the failure remedied elsewhere and obtain from the supplier all reasonable costs incurred in having the failure remedied; or

     

  • (ii)subject to section 20, reject the goods in accordance with section 22."

I said the Warehouse/Sony is refusing to fix my problem. He said we aren't refusing you just don't want to pay.

I wasn't sure how to answer this? Technically they aren't refusing, but they are refusing what the customer is asking for, is that what the above quote means?

Anyway, it kind of went round in circles, I got his name, date + time of call etc. I told him I will probably be taking this to the DT and he said that is fine, he said currently you do not have a case (I guess because I don't know the inside out of the CGA?)

So apparently in NZ if you buy a PS4 from the Warehouse and it has problems outside of the 12 month warranty everybody should be paying $200-$360? Come on that's ridiculous.

Arghhhhhhhh!



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  Reply # 1241647 18-Feb-2015 13:55
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Finch: Alrighty...


Anyway, it kind of went round in circles, I got his name, date + time of call etc. I told him I will probably be taking this to the DT and he said that is fine, he said currently you do not have a case (I guess because I don't know the inside out of the CGA?)

So apparently in NZ if you buy a PS4 from the Warehouse and it has problems outside of the 12 month warranty everybody should be paying $200-$360? Come on that's ridiculous.

Arghhhhhhhh!




Why did you bother with all of this!? The process has been clearly outlined for you, anything you do other than what has been suggested by me (or others), is a waste of your time, their time and unproductive. Wait for the response to the email I told you to send, and if unsatisfactory, DT. 

Seriously.

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  Reply # 1241679 18-Feb-2015 14:38
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Finch: Alrighty...

He said no that is not right because it is now out of the 12 month warranty. I said yes that is true but I am covered under the CGA. I mentioned the line of "Goods should be fit for purpose for a reasonable amount of time". I couldn't quite understand what he was saying, but what I understood from it he was saying that 12 months was a reasonable amount of time to him (And I guess Sony) and that I would have to pay. He mentioned basically everything has a 12 month warranty, TV's, Phones etc.



I just read the Act, I don't see anything like the line you quote.  It does cover acceptable quality, and one of provisions is durability.  I don't see how you could make a case against Sony as they have complied with the FTA 1986 (warranty), and have a "reasonable" parts and repair service available.

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  Reply # 1241682 18-Feb-2015 14:45
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Glassboy: 
I just read the Act, I don't see anything like the line you quote.  It does cover acceptable quality, and one of provisions is durability.  I don't see how you could make a case against Sony as they have complied with the FTA 1986 (warranty), and have a "reasonable" parts and repair service available.


 

Under the Consumer Guarantees Act, a serious fault is any problem where:

 

  • a reasonable consumer would not have bought the goods if they had known the nature and extent of the fault (eg you are unlikely to buy a new washing machine if you know the motor will burn out after 3 months)

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  Reply # 1241702 18-Feb-2015 15:11
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Glassboy:
Finch: Alrighty...

He said no that is not right because it is now out of the 12 month warranty. I said yes that is true but I am covered under the CGA. I mentioned the line of "Goods should be fit for purpose for a reasonable amount of time". I couldn't quite understand what he was saying, but what I understood from it he was saying that 12 months was a reasonable amount of time to him (And I guess Sony) and that I would have to pay. He mentioned basically everything has a 12 month warranty, TV's, Phones etc.



I just read the Act, I don't see anything like the line you quote.  It does cover acceptable quality, and one of provisions is durability.  I don't see how you could make a case against Sony as they have complied with the FTA 1986 (warranty), and have a "reasonable" parts and repair service available.


Basically, with the CGA , Warranties are worthless and so are extended warranties, the CGA replaces them . it's simple , to sell products in NZ companies have to abide by the CGA, it's the law, so stop arguing with them and just take it to the tribunal, you will win and they will get a slap on the wrist and the next person might get a better service.




Common sense is not as common as you think.


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  Reply # 1241704 18-Feb-2015 15:18
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CGA allows you to claim against the manufacturer ie. Sony as well as the supplier, the clauses are slightly different though.



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  Reply # 1241784 18-Feb-2015 16:09
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Ok thanks guys for the replies. I cannot thank you enough.

I have tried to deal with the Warehouse, no result.
I have tried to deal with Sony, no result.

I have never been to the DT, so don't know how it all works, but before I do that I will be trying to get help via Consumer. I signed up and I am currently tying up a message, describing my problem and what has happened this far.

A lot of people (including myself) are saying go to the DT and it should all be over, I will be 100% if I cannot get a resolution with Consumers support.

My message I will be sending to Consumer is 3-4 pages long, is there any chance somebody could PM me and have a read through, there might be something to add or bits I don't need. I would be so grateful. It is a lot of words though.

I will fire it off later tonight, making any changes I can find over the next 5-6 hours.



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