Consumer Guarantees Act

Has anyone had any experience with going through the claims process as a consumer? Am having a few issues with a small retailer whom I purchased some photography gear from a few years back.

It's not as scarey as you would think, the process is setup and works well. If you've not already the guide here -> https://www.consumer.org.nz/articles/disputes-trib... i would do so- good starting point on how to approach it.

Key test will be 'how many years ago' and what is reasonable life expectancy of the product.

Presume you are asking for a repair, given the item(s) sound old-ish- have the retailer refused to do this? If it's a chain, i would start with a letter to their head office, stating the facts and that you are seeking resolution under the act, state the steps taken thus far, or you will go to the disputes tribunal.

That's worth the price of a letter, since you can't recover the $45 tribunal fee. If this is an independent retailer, i would just be prepared to go straight to disputes tribunal if you think you've got to the Owner/Manager.

As a veteran of customer service I am familiar with the act and understand its importance in protecting both sides of any transaction. I have not, however and any experience with the disputes process.

The product in question is a 2 year old tripod with a 5 Year warranty which has experienced 4 faults in that time. Regardless of the retaillers counter claim of neglect (I dont dispute there is some wear and tear but neglect???) I am well within my rights to demand a full refund this time and not a partial refund as been offered by the retailler. 

if the product came with a claim of a 5 year warranty, then i would think you are fairly solid ground; they have specifically guaranteed a lifetime that you are within, so your claim will just have to show that any wear and tear is reasonable and that the product was not fit for purpose. The multiple repairs in that time frame is suggestive of a reoccurant problem.

Just make sure you have all the paperwork from all the previous repairs. The tribunal process is fairly straight forward.

Definitely going to contact the manufacturer directly. Sorted one of the 4 previous issues by dealing direct with them.

Have started putting together a timeline of when issues occured and how long they took to be resolved by the retailer.

All the best - reckon you should be fine.

Wowser, just worked out that I have owned the tripod for 22 months and it has been out of action or not 100% for at least 20 weeks of that time whilst issues were being dealt with!!!!

Refund finally paid in full yesterday by store after I contacted the manufacturer who is based in Hong Kong.

God Bless the interwebs!

Well done on your persistence C-Diddy.Sometimes you just need to find the right person to ask.