Thread: Faulty new gear. What would you do?

Originally Posted by Shearer

I think these situations require a bit of give and take and a bit of patience. I have worked in wholsale/manufacturing, retail and of course am a consumer so have seen all sides of it.
Consumer guarantee act does not demand immediate replacement and a shop is quite within their rights to have the manufacturer or distributor assess the product.
When in retail I lost count of the number of times people would come in with a faulty item claiming it was the first time
they had used it when it was clear it had been half way around NZ and back and dragged through the mud on the way home.
It all comes back to good will between the customer, retailer and supplier.
No manufacturer wants a bad reputation for their product and no retailer wants to piss off their customers but for some reason we consumers don't seem to give a rats if their local retailer has to wear the cost of a faulty product.
If a manufacturer decided to repair a product, as in Gibos case, what is the retailer going to do with it if he supplies a new replacement? They can't sell it 'secondhand'.
I am glad you took the action you did Gibo as it seem things worked out for everone. All situations are different and certainly some situations do require a instant response but as I said, a bit of patience with regard to a amicable outcome goes a long way to keeping everone happy.

Actually it does. Contracts are always two party and the consumer has not been in contact with the manufactured/wholesaler just the retail store when making the purchase. The act covers the transaction between the retailer and consumer and states that it is up to the retailer to sort the problem with whomever supplied the goods to them.

But I agree a bit of give and take by all parties goes a long way and normally nets the best outcome for all. It is the kiwi way and I always do.