Warranty / CGA on items purchased from Dicksmith NZ online

Forums › Gadgets, robotics, home automation, electronics (including wearables) › Warranty / CGA on items purchased from Dicksmith NZ online

Insanekiwi

592 posts

Ultimate Geek

#272407 23-Jun-2020 19:54

Hi, I am curious as to where my standing is on CGA with Dicksmith.

I have purchased an Apple HomePod back in March 2018 from them and I think either it bricked itself during firmware upgrade overnight it just became completely unresponsive. It appears this has happened to a few people looking online - and Apple Australia particularly replaced them with another unit 2 years after the purchase.

Given that Apple HomePod is not officially available in NZ and Dicksmith online is Australian based website - where do I stand with CGA? Dicksmith still has business account in NZ.

I contacted Dicksmith which said it’s wear and tear and wouldn’t do anything but to me for an item I paid in excess of $600 and something not mobile in nature is unacceptable.

What do you guys think and do you have any suggestions?

sxz

761 posts

Ultimate Geek

#2510870 23-Jun-2020 19:59

I don't know the answer sorry, but since it's Apple - aren't they supposed to have super awesome international warranties?

Have you tried going to applied directly?

I'm pretty sure the CGA can apply against the manufacturer AS WELL AS the shop that sold the product :)

Linux

11424 posts

Uber Geek

Trusted

Lifetime subscriber

#2510872 23-Jun-2020 20:03

Dick Smith should not be pushing you away but Apple is very good to deal with directly

SomeoneSomewhere

1804 posts

Uber Geek

Lifetime subscriber

#2510874 23-Jun-2020 20:04

Also worth noting that, as they are operating out of AU, AU law may also apply? I believe their consumer protections are also very strong.

Insanekiwi

592 posts

Ultimate Geek

#2510877 23-Jun-2020 20:07

Thank you. Yes Aussies do have what’s similar to CGA. I will try to talk to Apple but they will probably ask me to take the product to the repair centre. Which I am happy to do but I am not sure if they can replace an item they don’t official sell in the country.

I would have thought Dicksmith could take it back and deal with Apple directly but they politely said its wear and tear so go suck your lemon.

SomeoneSomewhere

1804 posts

Uber Geek

Lifetime subscriber

#2510922 23-Jun-2020 20:24

I was more referring to Dick Smith on that one. They are the retailer and I think the Aus rules put substantial obligations on the retailer like ours do - they cannot pass it off to the manufacturer.

Insanekiwi

592 posts

Ultimate Geek

#2511016 23-Jun-2020 21:29

I just replied to their email that they should study NZ CGA - and that I do not believe their definition of wear and tear applies for HomePod that is only 27 months old and had a really light life as I listen to Sonos all the time. I paid more than $600 at that time and is not acceptable to be end of its life in this short time frame. I advised that I am ready to take them to disputes tribunal if we cannot come to an agreement.

Hopefully, they will come to a party and don't waste my time. Will keep you posted.

I will try Apple - depending on Dicksmith's response.

Insanekiwi

592 posts

Ultimate Geek

#2514157 28-Jun-2020 21:39

Update:

I have pointed at CGA, its official website and link. I am determined to take them to disputes tribunal; and they have agreed to collect the item and carry out an assessment which I would imagine would be a standard procedure. They asked me if like to like replacement in event of non-repair is possible - which I would be happy to accept.

I have the barcode printed for shipping and awaiting for courier company's contact to arrange it being picked up.

Hope this ends up as what I would normally expect from a reputable retailer in NZ. Will keep you guys posted.

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mattwnz

20157 posts

Uber Geek

#2514179 29-Jun-2020 00:04

Does the invoice say they are a NZ company? eg are they listed on the NZ companies website?

K8Toledo

1014 posts

Uber Geek

#2514190 29-Jun-2020 01:45

sxz:

I don't know the answer sorry, but since it's Apple - aren't they supposed to have super awesome international warranties?

Have you tried going to applied directly?

I'm pretty sure the CGA can apply against the manufacturer AS WELL AS the shop that sold the product :)

Yes but for a reasonable time period, after which you deal with manufacturer. This is specifically stated in the CGA.

1-2 yrs would be reasonable.

As far as Apple warranties go....I'll leave this here. :)

Insanekiwi

592 posts

Ultimate Geek

#2529821 27-Jul-2020 20:43

Update:

The Homepod was collected by Dicksmith quite promptly. It was supposedly to be repaired by their technician which they failed to do so after 10 working days. They offered to send me a replacement which I was happy with.

They found out that they were out of stock - and offered a store credit of purchase price which I declined as that is not in line with CGA and asked for the refund.

They have agreed to refund the total cost to my account today. Hopefully it will show as they promised.

All in all - I am happy with how Dicksmith managed this and would continue to shop with them.

Insanekiwi

592 posts

Ultimate Geek

#2543728 18-Aug-2020 14:26

Full refund of $619 (what I paid for at the time) - to my credit card.

I purchased Sonos Move - as I actually purchased another Homepod earlier this year (From Dicksmith for $380). I could have bought another one - but our home system is Sonos so decided to stick with it. Homepod is still a great speaker and works well in our kitchen to do our hands free stuff / find our lost phone etc.

I would definitely continue to buy from Dicksmith in the future.