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Thread ID: 106923	2010-01-28 05:29:00	NOEL LEEMING TERRIBLE CUSTOMER SERVICE	Merill (15600)	PC World Chat

Post ID	Timestamp	Content	User
852873	2010-01-28 05:29:00	Hi all, I have purchased a brand new GPS from Noel Leeming around 4 months ago . It has 2 years manufacturer’s warranty . This GPS was giving problems intermittently from the beginning, as some of the touch pad keys were not functioning properly . Eventually the whole touch screen stopped activating . So I have reported the matter to Noel Leeming Customer Service Centre on 31st Dec 2009 . They advised me to take it to any of their nearest branch and the store person will assess it and do the needful . Accordingly, on 1st of Jan 10, I have taken the complete unit including all the items in the original box pack with the bill to the St Lukes store . Storeperson has checked it thoroughly and still the touch screen was not activating at all even after trying hard many times . When I handed over the item, it looks as if it is in new condition without even a single scratch . The storeperson at St Lukes has kept the item with them complete with the box pack and gave me a reference no . When I enquired the customer service on 4th Jan, it was told that, they will give me an answer about this issue within 72 business hrs . I have waited for 72 hrs and contacted them again for the outcome, as GPS is very essential for m day by day considering my work situation . I realized that the attitude of the Noel Leeming Customer Service has been totally unsatisfactory and would not solve my issue . So, I have decided to buy another one and asked for refund on 7th Jan 10, as per the provisions available in the Consumers Guarantees Act . It seems to me that I have given them reasonable time for remedial action . They have replied to me on the next day stating that Manufacturers are on holiday and will be back only on 12 Jan 10 . Two days ago, I sent a reminder again . Today their reply is asking me the invocie no . I am wondering, how silly they are . The original bill was given to their store along with the item, and they have issued me the complaint no as well . Additionaly I have wrote to them in the first instance also with the invoice no and date . It is nearly a month now, and no signs of remedial action from this gaint so called business group . How can someone rely on this shop . What would have been the situation, if it was my fridge or similar item . Forums suggestion is much appreciated . I have all the proof available to show it anywhere . I would like this to be placed in the google etc so that people will read it and think twice before they buy anything from Noel Leeming or their brother Bond and Bond . Most of the other retailers, either replace or refund instantly, if the item is found not working within the warranty period .	Merill (15600)
852874	2010-01-28 05:40:00	So I have reported the matter on 31st Dec 2009 . on 1st of Jan 10, I have taken the complete unit to the St Lukes store . When I enquired on 4th Jan, it was told that, they will give me an answer about this issue within 72 business hrs . I decided to buy another one and asked for refund on 7th Jan 10 . They have replied to me on the next day stating that Manufacturers are on holiday and will be back only on 12 Jan 10 . . All you had to do was bump it up to the manager . I find that is extremely effective and it is then sorted immediately . You should have done that and got your refund first before buying another .	pctek (84)
852875	2010-01-28 06:14:00	While the service may have not been great in this case as far as you are concerned, there are a few things you have to look at. I have purchased a brand new GPS from Noel Leeming around 4 months ago.So it not brand new in the true sense - if it were faulty right from the start then yes a replacement. BUT>>>>>>>>> This GPS was giving problems intermittently from the beginning, as some of the touch pad keys were not functioning properly Why wait till it crapped out completely ???????? Had you have advised right away they more than likely would have replaced it right away, we had a sewing machine brand New 2 days later it developed an intermittent fault in the feed - called them and they had a replacement waiting for us by the time we got there 30 minutes later, all we needed was the receipt as proof of purchase. they will give me an answer about this issue within 72 business hrs. Thats nine days - normal business hours are considered 9 -5. Manufacturers are on holiday and will be back only on 12 Jan Bad time of Year to have a warranty claim, esp on a 4 month old product that was never reported as faulty in the first place, they wont go dropping everything just because its important to a particular person, the manufactures service department will may have had existing work before your problem could be looked at. It is nearly a month now A month since noel Leeming got it, the manufactures will not know any thing till the 12th Jan, maybe the 13th - so by rights its the 12 Feb = 1 month - and the manufactures have the right to fix or replace the faulty item. Noel Leeming are only a outlet, they wont have the technical ability to repair it, had you contacted them right away when you discovered a fault, they may have exchanged it. The CGA states the "A service provider must fix the problem within a reasonable time." The Act's terms "reasonable" and "acceptable" are deliberately open-ended. It depends on what a reasonable consumer would think was acceptable based on the nature of the goods, the price, and any statements that have been made about the goods.Now theres the question -- What you may consider reasonable, and what the repair center says is reasonable quite often differs. The customer usually thinks their problem should be pushed ahead of everyone else's -- it doesn't work like that no matter what you may think. Most of the other retailers, either replace or refund instantly, if the item is found not working within the warranty period. :groan: Hate to inform you but NO THEY DONT - when we had a TV develop a fault after 6-7 months out of the 5 year warranty, it took almost a month to get it back - I rang Consumer, regarding whats a reasonable time - I was informed 4-6 weeks and they told me the manufacture has the full right to repair it, anything less than a week old then yes they should offer a replacement. ( but they dont have to)	wainuitech (129)
852876	2010-01-28 06:22:00	Quote:they will give me an answer about this issue within 72 business hrs . Thats nine days - normal business hours are considered 9 -5 . I think when they say 72 business hours, they actually mean 72 hours, which equates to 3 business days . It was probably written by someone where english wasn't their first language . 9 days would be considered too long for a reply, 7 days would be the max for any business .	robbyp (2751)
852877	2010-01-28 06:26:00	Quote:they will give me an answer about this issue within 72 business hrs. Thats nine days - normal business hours are considered 9 -5. I think when they say 72 business hours, they actually mean 72 hours, which equates to 3 business days. It was probably written by someone where english wasn't their first language. 9 days would be considered too long for a reply, 7 days would be the max for any business. Disagree there -- Its over a period when the manufacture / repair center are shut down on Xmas break, so they couldn't be contacted. 4th Jan + 9 days = 13th Jan - when the repair people would be back up and going.	wainuitech (129)
852878	2010-01-28 06:31:00	Strikes me as an odd thing to do for a first post by Merill - to sit and compose a detailed anonymous complaint in such detail to a group of strangers. I've only dealt with the Nelson N/L shop for household goods, not computer related, and always found them to be very helpful. As for this sentence..... I would like this to be placed in the google etc so that people will read it and think twice before they buy anything from Noel Leeming or their brother Bond and Bond. Seek your own redress or move on and forget it.	Scouse (83)
852879	2010-01-28 06:46:00	I have found the Paraparaumu Branch to be excellent. Good staff and good service. It all depends how you approach people in business. Good luck with you problem anyway.	Pato (2463)
852880	2010-01-28 07:47:00	Thank you all for your comments. Is there any solution to this matter at all? Is it a good thing to approach Dipute Tribunal? How can I post this to google or any other search engine/ Thank you again	Merill (15600)
852881	2010-01-28 07:50:00	In the beginning it was giving only minor problem, which I have not taken seriously. I thought it may be normal. When I press two three times on a specific letter, it gets ativated. Later on it become worse. Otherwise I would have taken it earlier itself. Again, there approach would be the same. Is it not?	Merill (15600)
852882	2010-01-28 07:59:00	Thank you all for your comments. Is there any solution to this matter at all? Is it a good thing to approach Dipute Tribunal? How can I post this to google or any other search engine/ Thank you again Google already has it in the top three if you type "Noel Leeming Service" in Caps	Sweep (90)
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