Lenovo NZ and the CGA

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surfisup1000

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#143219 7-Apr-2014 12:06

Anyone ever taken lenovo to the disputes tribunal? I bought something from the nz website and they won't give a refund.

I was just wondering who to file against as they don't seem to have a proper office in NZ and their helpline does not know.

It is impossible to actually call anyone outside their malaysian call center -- their NZ number just has a voice message to call the malaysian call center and there is nothing listed on the australian white pages either.

It is like lenovo do not exist. They have a registered address but that is no use if they do not take correspondence there.

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#1019863 7-Apr-2014 12:15

I'd be interested to hear about the nature of the issue.

Just call your credit card company to purchase a chargeback, and return the goods. Problem solved.

gzt

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#1019866 7-Apr-2014 12:18

Tried searching company registration office for lenovo?

mattwnz

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#1019868 7-Apr-2014 12:29

What does your invoice say? If it is a NZ registered company, the address for correspondence should be on the companies website. However are you sure they are a nz registered company and registered for gst?

surfisup1000

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#1019884 7-Apr-2014 12:51

mattwnz: What does your invoice say? If it is a NZ registered company, the address for correspondence should be on the companies website. However are you sure they are a nz registered company and registered for gst?

The invoice says 'Lenovo Aus & NZ', and has a NZ address and a gst number.

They are on the companies office website as....

Company number:1594322 NZ Business Number:9429034992036 Incorporation Date:11 Feb 2005 Company Status:Registered Entity type:Overseas ASIC Company ACN Number:112394411 Country of Origin:Australia Constitution filed:Not required AR filing month:February , last filed on 03 Feb 2014 FRA Reporting Month:March Company Addresses: Principal place of business in NZ
Level 6 Datacraft House, 99-105 Customhouse Quay, Wellington, 6146 , New Zealand Address of person authorised to accept service in NZ
Nicholas Andrew HALL, Level 6, Datacraft House, 99-105 Customhouse Quay, Wellington, 6146 , New Zealand View all addresses

I'm not sure if they are bound by the CGA or not.

So, was just wondering if anyone else had taken action against them. I took action a few years back but that time I spoke with someone in NZ and they sorted it out.

This time , I cannot contact any person outside the malaysian call center and they are absolutely the worst (out of 15 promised callbacks they have not called back even once).

My laptop has been in repairs for 10 weeks since i bought it in Dec 2013 and they have no spare parts available nor indication of when they will be available. THey have been promising to give me an answer on a refund since March 20th but say Lenovo head office is not returning their calls.

[edit] i called their wellington NZ number 3 or 4 times, left messages to call me twice but no call back yet.

surfisup1000

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#1019909 7-Apr-2014 12:59

gzt: I'd be interested to hear about the nature of the issue.

Just call your credit card company to purchase a chargeback, and return the goods. Problem solved.

is there a time limit for a chargeback?Can you make a chargeback based on they are breaking the CGA? I thought it would be more if the goods don't arrive.

But, the machine has always been faulty, maybe that is a good reason for chargeback.

It gets a little bit messy though, I have the ac adaptor still (they said to keep it), they have my machine with my data which i would like to get that data back . Sure, I have backups but it is all neatly setup on my machine and i want to take an image.

xpd

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#1019916 7-Apr-2014 13:06

surfisup1000:

It gets a little bit messy though, I have the ac adaptor still (they said to keep it), they have my machine with my data which i would like to get that data back . Sure, I have backups but it is all neatly setup on my machine and i want to take an image.

Took Lenovo 6 months to repair a new PC at my old work, and that was with a 2 day support agreement in place.... for some reason, their techs kept closing off the ticket with no reason. When the local contracted NZ tech finally rung me, he found he'd been sent the wrong parts so would to have wait longer still.... he admitted the Lenovo "techs" were pretty poor and kept sending him parts for jobs he didnt have etc etc. This was probably almost 2 years ago now tho... in saying that, have seen a few comments floating around saying things havent improved a lot.

As for your data, assume the worst and get that restore button warmed up. Its rare (IME) for people to get their systems back with their data intact, (Tech assumes HDD is at fault, and just replaces it with a new one, regardless of the fact that you said the power supply caught fire in front of you.) :(

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surfisup1000

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#1019941 7-Apr-2014 13:35

xpd:

surfisup1000:

It gets a little bit messy though, I have the ac adaptor still (they said to keep it), they have my machine with my data which i would like to get that data back . Sure, I have backups but it is all neatly setup on my machine and i want to take an image.

Took Lenovo 6 months to repair a new PC at my old work, and that was with a 2 day support agreement in place.... for some reason, their techs kept closing off the ticket with no reason. When the local contracted NZ tech finally rung me, he found he'd been sent the wrong parts so would to have wait longer still.... he admitted the Lenovo "techs" were pretty poor and kept sending him parts for jobs he didnt have etc etc. This was probably almost 2 years ago now tho... in saying that, have seen a few comments floating around saying things havent improved a lot.

As for your data, assume the worst and get that restore button warmed up. Its rare (IME) for people to get their systems back with their data intact, (Tech assumes HDD is at fault, and just replaces it with a new one, regardless of the fact that you said the power supply caught fire in front of you.) :(

He he, ok then. Not overly worried about the data - incidentally, they are waiting on a system board, not the drive. But, maybe they would reformat anyway.

I was hoping someone else had experience of taking lenovo through the CGA.

I just sent them a message via facebook to see if that gets through to someone who is not in malaysia. Got a reply that they will escalate this but i've heard that many times now.

And, they did not give me any info regarding contact details for a tribunal case.

trig42

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#1019948 7-Apr-2014 13:40

Fair Go likes this sort of thing - a Company selling here but not supporting.

If someone on their Facebook page replied to you, tell them that the next stop is Fair Go's Facebook page.

mattwnz

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#1019957 7-Apr-2014 13:46

The address on the companies website must be correct, as companies must always have that up to date. If they don't have a physical presence in NZ, then that address may just be their accountant who would be acting as a agent, and who must forward them the correspondence to the company.

Have you actually written them a letter with your request for a refund under the CGA, and your reasons for this? I would do this first, and give them 7 working days for a reply. Address it to the CEO or director, the director should be listed on the companies website too.

gzt

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#1020011 7-Apr-2014 14:37

Yeah you might be out of time for a chargeback. Talk to your credit card company and find out. Chargeback nothing to do with the cga if you have been supplied faulty goods and the support is not there to resolve it.

As for your data, no manufacturer/reseller takes any responsibility for data. Bad move there on your part.

Yeah just file it to the registered office and get things started no point dragging it out.

Edit agree letter is an option also.

mattwnz

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#1020014 7-Apr-2014 14:40

trig42: Fair Go likes this sort of thing - a Company selling here but not supporting.

If someone on their Facebook page replied to you, tell them that the next stop is Fair Go's Facebook page.

I think it depends on if it will make good TV, and how many other people have also had problems.

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Dratsab

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#1020035 7-Apr-2014 15:09

mattwnz: The address on the companies website must be correct, as companies must always have that up to date. If they don't have a physical presence in NZ, then that address may just be their accountant who would be acting as a agent, and who must forward them the correspondence to the company.

Have you actually written them a letter with your request for a refund under the CGA, and your reasons for this? I would do this first, and give them 7 working days for a reply. Address it to the CEO or director, the director should be listed on the companies website too.

Nicholas Andrew Hall is listed in LinkedIn as "Account Executive at Lenovo' so he's likely a little more than an accountant.

Lenovo is an overseas (Australian) company registered in New Zealand for the purposes of trade here. The data you see on the companies website comes courtesy of the Australian Securities & Investment Commission (ASIC) as per this blurb in the directors panel:

This overseas company is part of the data exchange between the New Zealand Companies Office and the Australian Securities & Investment Commission (ASIC). Documents lodged before 1 September 2007 have been submitted by the company. From this date all director amendments have been provided by ASIC. The registered document/s detailing the amendments can be obtained from ASIC.

The 2 actual directors of the company are listed as:

Full legal name: Matthew Robert CODRINGTON
Residential Address: 43 Wolseley Road, Mosman, Nsw, 2088
Australia Appointment Date: 04 Mar 2013

Full legal name: Richard Anthony ROGERS
Residential Address: 19 Roosevelt Avenue, Allambie Heights, Nsw, 2100
Australia Appointment Date: 27 Mar 2012

Agree with mattwnz suggestion about writing a letter first, to the NZ address of the company. Send it via registered post so that you have proof of delivery.

Edit: cleaned up cut/paste formatting which looked ok prior to posting

surfisup1000

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#1020049 7-Apr-2014 15:56

Dratsab:
mattwnz: The address on the companies website must be correct, as companies must always have that up to date. If they don't have a physical presence in NZ, then that address may just be their accountant who would be acting as a agent, and who must forward them the correspondence to the company.

Have you actually written them a letter with your request for a refund under the CGA, and your reasons for this? I would do this first, and give them 7 working days for a reply. Address it to the CEO or director, the director should be listed on the companies website too.

Nicholas Andrew Hall is listed in LinkedIn as "Account Executive at Lenovo' so he's likely a little more than an accountant.

Lenovo is an overseas (Australian) company registered in New Zealand for the purposes of trade here. The data you see on the companies website comes courtesy of the Australian Securities & Investment Commission (ASIC) as per this blurb in the directors panel:

This overseas company is part of the data exchange between the New Zealand Companies Office and the Australian Securities & Investment Commission (ASIC). Documents lodged before 1 September 2007 have been submitted by the company. From this date all director amendments have been provided by ASIC. The registered document/s detailing the amendments can be obtained from ASIC.

The 2 actual directors of the company are listed as:

Full legal name: Matthew Robert CODRINGTON
Residential Address: 43 Wolseley Road, Mosman, Nsw, 2088
Australia Appointment Date: 04 Mar 2013

Full legal name: Richard Anthony ROGERS
Residential Address: 19 Roosevelt Avenue, Allambie Heights, Nsw, 2100
Australia Appointment Date: 27 Mar 2012

Agree with mattwnz suggestion about writing a letter first, to the NZ address of the company. Send it via registered post so that you have proof of delivery.

Edit: cleaned up cut/paste formatting which looked ok prior to posting

Thanks, I'll get things underway.

old3eyes

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#1020055 7-Apr-2014 16:08

This sort of support from Lenovo doesn't bode well for Motorola in NZ..

Regards,

Old3eyes

surfisup1000

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#1022369 9-Apr-2014 18:40

old3eyes: This sort of support from Lenovo doesn't bode well for Motorola in NZ..

Well I sent a letter to the registered lenovo NZ address today.

I'm not confident they will even reply or turn up to court. Or pay.

You can't make a ghost pay.

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