Anyone know what a reasonable time period for an electronic repair under Consumers Guarantees Act is?

Forums › Gadgets, robotics, home automation, electronics (including wearables) › Anyone know what a reasonable time period for an electronic repair under Consumers Guarantees Act is?

turtleattacks

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#275905 16-Sep-2020 11:49

I took my Bose speaker in to be repaired in 15th of June and three months later, Bose is still unable to provide the parts to the repair centre.

Would I be the a***** to push for a refund given that they are still unable to fix it? Or should just be happy that Bose is repair it under the Consumer's Guarantees Act.

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#2565801 16-Sep-2020 11:56

nope thats way to long

MikeB4

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#2565803 16-Sep-2020 11:58

I think some leeway needs to be afforded here. Covid-19 will be impacting their supply chain.

Here is a crazy notion, lets give peace a chance.

elpenguino

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#2565810 16-Sep-2020 12:14

Yes but they should hold spares to keep time reasonable. It's not reasonable to buy something and not be able to use it.

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antonknee

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#2565813 16-Sep-2020 12:16

Three months is unacceptable. Push for a refund or replacement.

The reasonable timeframe allowed for obviously varies depending on the nature of the product and the issue (eg an appliance like a fridge used every single day for an important part of life vs a games console used once a week for entertainment. Three months is far too long for a repair to take place - particularly if they're unable to let you know when it will be completed.

antonknee

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#2565815 16-Sep-2020 12:19

MikeB4:

I think some leeway needs to be afforded here. Covid-19 will be impacting their supply chain.

Yes however they are obligated to hold parts and make repair facilities available, and repairs should still be completed in a reasonable timeframe. Three months is well beyond the definition of leeway. One way to mitigate the effect of Covid-19 on their supply chain (and indeed meet their obligations under the CGA) would be to offer a refund or replacement

If this case had come across my desk when I was heavily involved in CGA stuff for a major retailer, I would certainly have offered a refund or replacement.

MikeB4

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#2565865 16-Sep-2020 12:31

antonknee:

Yes however they are obligated to hold parts and make repair facilities available, and repairs should still be completed in a reasonable timeframe. Three months is well beyond the definition of leeway. One way to mitigate the effect of Covid-19 on their supply chain (and indeed meet their obligations under the CGA) would be to offer a refund or replacement

If this case had come across my desk when I was heavily involved in CGA stuff for a major retailer, I would certainly have offered a refund or replacement.

June was right in the middle of lock down and their source countries probably still are in lockdown. Also global freight has been severely impacted. In normal time 3 month is probably unacceptable having regard to the nature of the fault but these are not normal times and I feel leeway should be given.

Here is a crazy notion, lets give peace a chance.

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elpenguino

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#2565869 16-Sep-2020 12:41

One of the factors in CGA cases is the cost of the product. Since Bose positions/prices itself as more upmarket, there should be better support.

As well as replacement, a loaner is another option. Not communicating about likely resolution time frames is very poor but understandable if there's problems in their supply chain.

OTOH, as a consumer, why should the manufacturer's problems be my problems? I paid my money, I deserve my speaker.

Most of the posters in this thread are just like chimpanzees on MDMA, full of feelings of bonhomie, joy, and optimism. Fred99 8/4/21

turtleattacks

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#2565871 16-Sep-2020 12:45

Can I ask if I were to take this up under the CGA, would it be the retailer or Bose?

The unit is at the offical Bose repair centre at the moment.

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MikeB4

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#2565872 16-Sep-2020 12:45

elpenguino:

One of the factors in CGA cases is the cost of the product. Since Bose positions/prices itself as more upmarket, there should be better support.

As well as replacement, a loaner is another option. Not communicating about likely resolution time frames is very poor but understandable if there's problems in their supply chain.

OTOH, as a consumer, why should the manufacturer's problems be my problems? I paid my money, I deserve my speaker.

really have you heard of that little thing called a Global pandemic that has affected over 180 nations, shut down factories, warehousing, logistics, land, air and sea transport? I know it's insignificant to a set of speakers.

Here is a crazy notion, lets give peace a chance.

networkn

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#2565879 16-Sep-2020 12:59

I think 3 months falls outside of what's reasonable.

Just talk to them respectfully and firmly.

Lias

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#2565964 16-Sep-2020 13:41

turtleattacks: Can I ask if I were to take this up under the CGA, would it be the retailer or Bose?

The unit is at the offical Bose repair centre at the moment.

Both the importer/manufacturer and the retailer are liable under various parts of the CGA, so both, but I'd start with the retailer.

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#2565967 16-Sep-2020 13:44

MikeB4:

really have you heard of that little thing called a Global pandemic that has affected over 180 nations, shut down factories, warehousing, logistics, land, air and sea transport? I know it's insignificant to a set of speakers.

yes it might take something that would normally take 2 week take a month, but not 3 months. that's just being ridiculous.

We ship a lot of items to a lot of countries and NONE are taking more than a couple of weeks at the moment. Most companies are still operating all be it at a limited capacity but they are still fulfilling their orders.

MikeB4

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#2565979 16-Sep-2020 13:58

Jase2985:

yes it might take something that would normally take 2 week take a month, but not 3 months. that's just being ridiculous.

We ship a lot of items to a lot of countries and NONE are taking more than a couple of weeks at the moment. Most companies are still operating all be it at a limited capacity but they are still fulfilling their orders.

Not really, the company that made our caravan in the UK for example is in furlough until at least November. My sons employer in London is not reopening until late October at the earliest. He is an Account Director and still working from home. He is having a nightmare getting orders full-filled globally. A friend who works for an Automotive OEM (I will not name) has told me it is approaching crunch time for stock supply for both cars and parts. Even if the off shore supplier is up and running logistics and getting stock shipped is a nightmare. One just has to look at the Courier delays thread here on Geekzone to see examples of this.

Here is a crazy notion, lets give peace a chance.

Bung

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#2565980 16-Sep-2020 14:00

turtleattacks: Can I ask if I were to take this up under the CGA, would it be the retailer or Bose?

The unit is at the offical Bose repair centre at the moment.

Who did you take it to? I had a delay getting a Canon camera repaired with the retailer blaming Canon. Eventually I rang Canon to find that the camera had only just reached them. It had been buried on someone's desk at the shop.

turtleattacks

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#2565981 16-Sep-2020 14:01

It's at Bose's one and only official repair centre - where Bose customer service told me to take it to and I took it in in June.

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