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Thread ID: 74603	2006-11-28 22:08:00	Replacement iPod Hard Drive NZ source?	supersi (8401)	Press F1

Post ID	Timestamp	Content	User
502826	2006-11-29 19:16:00	How do I initiate a claim under the CGA? Also I don't have my receipts etc . . . . The iPod was dropped once about 12 months ago and has a scratch mark to show for it . It only started failing in the last week though . You don't "initiate claims under the CGA", you make sure that you clearly understand your rights and the limitations on the sellers obligations (it is not open slather), then go back to the retailer and start a dialogue about reasonable life and ask them what they can do to help . If they say "nothing" then you remind them of their obligations under the CGA and tell them that their obligations do not end when the manufacturer's warranty expires . Remember the three P's and move up the feeding chain step by step if getting nowhere with the person you are dealing with . You should always keep receipts and warranty documents, it is foolish in the extreme not to, and it costs nothing to toss them into a boxfile when you come home with your new toy . I keep all the original packing for a few weeks just to be on the safe side as well and it makes it much easier to negotiate a replacement if the item is returned in full packaging . However, all is not lost, the sale can usually be tracked back in the store records via the serial number or your name . This doesn't help you much though, being too slack to provide proof of purchase and then expecting the store to do all the work is not exactly going to win you any friends . IIRC, I wrote an extensive step by step process for somebody with a printer problem a few months back so do a forum search for that . For some reason I can never get a PF1 forum search to find any of my previous posts or anything else I search for, I have tried many times so there must be a trick to it . Either that or I am doing something horribly wrong so you are on your own there unless a forum searching expert can help you find it . I rarely get a knock-back, and even then, if I say that I don't accept that opinion and ask to speak to their supervisor or manager I almost always get a result at that level . Unless you go for rock-bottom prices from minimal service organisations (Supercheap PC comes to mind) most sellers are interested in protecting their good name . Cheers Billy 8-{)	Billy T (70)
502827	2006-11-30 04:30:00	For some reason I can never get a PF1 forum search to find any of my previous posts or anything else I search for, I have tried many times so there must be a trick to it . Either that or I am doing something horribly wrong so you are on your own there unless a forum searching expert can help you find it . Well, I have to eat my words . :blush: I did a search and actually found the thread . Only problem is, I don't know what I did differently this time . Anyway, the following is an edited generic version of how to progress a warranty claim outside of the warranty period: The member had a printer problem and wrote: Do you suggest I do some exploration of my own with the CGA, and how do I go about that? My response follows: OK . 1) Exactly how long have you had it? 2) Where did you buy it? 3) I assume it is for personal use, not business . A reasonable life expectancy for an inkjet printer under domestic use would be 3-5 years . When bought from a retail outlet, and it fails prematurely, the retailer must repair or replace it . Manufacturer's or suppliers' policies are irrelevant, that's the seller's problem, not yours . Take it back to the retailer/supplier, tell them that you think failure after XX months is not reasonable life expectancy and ask them what they can do for you . Don't rush in shouting the odds and telling them they have to replace it or else, or quoting the CGA at them . Very often you find that the response is very helpful and you'll feel a right dick if you have gone over the top with your initial enquiry . If they want to keep it to inspect (promising) ask how long they will need it . A reasonable time for inspection would be 5 working days or less . Any longer, ask for a loan printer . You probably won't get one but you never know . If cooperation runs out or doesn't even start, tell them (quietly) that the Consumer Guarantees Act overrides all manufacturer and/or importer guarantees as well as retailer policies, and that they must repair or replace the faulty item if it does not provide reasonable life under normal use . At 3 to 6 months out of warranty, it should be repaired or replaced at no charge . After 25% of normal life expectancy you could expect to pay a small charge for wear and tear factor but in my opinion that should not be more than 25% of the cost of replacing it . These figures are arbitrary and are just my opinion . Always aim high, you never know your luck . If the person you are dealing with does not have the discretionary power to help you, thank them politely for their efforts (however pitiful they may have been) then move up the supervisory/management chain . Introduce yourself by name each time . Always ask the name of the person you are dealing with and address them by name, e . g . Mr X, Mrs X or Ms X unless they just give you their christian name . This personalises the relationship and makes it harder for them to say no . Unless dealing with a private company and talking to the owner, don't give up just because the branch manager says the buck stops with him or her and their decision is final . Look the company up in the phonebook and carry on up the tree . As I am so fond of saying here, I have lost count of the items I have had replaced or repaired when out of warranty, including a car which was 12 months and 30,000ks out of warranty, printers, home appliances, cameras, you name it . Supermarkets and shops give refunds almost without question . I get very few knock-backs and people fall over themselves to help . (I am not female, blond or buxom either, so I'm not relying on hormone-driven sympathy . ) Apply the 3 P's at all times Politeness, Persistence and Patience . Actually, it's time to add a fourth P: Preparation - know your rights! There's a fifth P as well: Price, when you buy products in the first instance, don't just go for the bottom priced deal just to save a few dollars . Go for the cheapest deal from a reputable source, and if possible, one where the staff have an acceptable command of the english language . As just one example, DSE have great warranty policies and some of their specials can be very sharply priced, but there are many other good options . Cheers Billy 8-{) P . S . Ever tried to win an argument with an insurance company? I succeeded this week and got a $900 retrospective claim accepted and no excess! You don't ask, you don't get . PPPP strikes again . :D	Billy T (70)
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