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32 posts

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  # 955589 20-Dec-2013 17:48
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I am pleased to report that Harvey Normans replaced my set free of charge for a Panasonic one yesterday.  They did this because I had purchased an extended warrantee when I purchased the box in 2009, and I had forgotten all about this.  Even though the box itself was not broken, they agreed it was not performing in accordance with how it was supposed to.  I raised the issue initially by telling them I was rejecting the product under the consumer Guarantees Act, and they phoned me straight away to arrange my bringing the box in for a swap.  There was absolutely no issue with this and I am very pleased that such an honourable retail outfit as Harvey Normans exists.  This was excellent service.  I thought I would have to fight for this and did not have to.  Well done Harvey Norman. 

As far as Fair Go goes, they never got back to me, which I find to be very discourteous for a consumer programme, as I am one of their consumers and they ignored me.  I also contacted Freeview and they responded saying they were unable to diagnose technical problems and implied that there was nothing they could or would do.  Considering their certification says the box should have been future proof, I find their attitude appalling. Consumer magazine did get back to me but because I am not a subscriber they were unwilling to assist, but suggested they would help if I subscribed. If you are subscribed then raise the issue with them, if not, still raise the issue and consider subscribing.  The ministry of consumer affairs were good, they got back to me, and although they can only offer advice, it was good.  They say if your retailer won't take the goods back and replace them then you have to go to small claims.  I think the fact that I got a replacement is a good example of a retailer honouring the CGA, and may be useful to mention if anyone does go to small claims. 

I still think ultimate liability lays with Freeview for certifying a box as future proof when it seems that due to signal changes that it was not. I think the first call should be straight back to your retailer, saying you reject the product and wish to bring it in for a replacement. Do this in writing and state that you are doing so under the consumer guarantees act. This then at least gives you a starting point, and you may just get lucky like I did.

Best of Luck to you all and Merry Christmas

Stephen

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  # 1056380 30-May-2014 09:56
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I am happy to report that after a long (although relatively painless) process, 1-day have refunded me for my box too. I bought the Panasonic DMR-BWT835GZ earlier in the year to replace it. I suppose one day I might have the same issue with that but hopefully not for a few years yet, and hopefully Panasonic will be a better manufacturer to deal with.

 
 
 
 


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# 1056429 30-May-2014 11:11
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bazzer: 1-day have refunded me for my box too.


Congrats man!

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  # 1073787 24-Jun-2014 22:53
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I bought my JCMatthew DVR320T from 1-Day as well, but it was some years ago.  How old was yours when you got a refund?

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