AV Receiver issues - CPA?

[Ancalagon]

Hi guys,

On the 9th of November, I bought a Denon AVR X500 from Cats Digital in Fourways. Yesterday, I noticed that the centre channel no longer works - it just outputs static. It also doesnt remember any level settings for that channel, although it remembers other settings such as distance etc. I phoned Cats Digital this morning, and they said they will be unable to swap it out because more than 7 days have passed, and that it will need to be sent in for repairs. The problem is that the agent only opens on the 15th of January, and it will then take 2 weeks to fix.

What are my rights in terms of the CPA? I seem to remember reading that I, as the customer, can choose which remedy I would like. What I went in and insisted upon a replacement?

 

[Carnajo]

Hi guys,

On the 9th of November, I bought a Denon AVR X500 from Cats Digital in Fourways. Yesterday, I noticed that the centre channel no longer works - it just outputs static. It also doesnt remember any level settings for that channel, although it remembers other settings such as distance etc. I phoned Cats Digital this morning, and they said they will be unable to swap it out because more than 7 days have passed, and that it will need to be sent in for repairs. The problem is that the agent only opens on the 15th of January, and it will then take 2 weeks to fix.

What are my rights in terms of the CPA? I seem to remember reading that I, as the customer, can choose which remedy I would like. What I went in and insisted upon a replacement?

Yes, you may request replace or refund within 6 months.
Let us know how it works out.

 

[Ancalagon]

I'll go there later to try my luck. I'm going to print out the relevant section of the CPA and bring it with me.

 

[SauRoNZA]

Have you wired it correctly?

Sure you didn't swop the poles on one of the ends?

 

[Ancalagon]

Yes, I am sure I wired it correctly. It was working, and now it is not working. And when I switch the speakers around, the speaker driven by the centre channel always sounds the same.

Is it worth fighting about this? I expect them to tell me that, even if I want a replacement, it will need to be "assessed" first. But then I see nothing in the CPA giving them the right to assess it?

Pretty angry about this - I thought Denon was supposed to be higher quality stuff. All made in China obviously.

 

[sal12344]

Yes you need to give them a chance to assess. Once its found to be faulty you can choose your remedy.

 

[Ancalagon]

Sigh. Thats what I thought. I dont feel like fighting with people about it, so I'm just going to take it back home until the 15th.

 

[maumau]

Yes it's worth fighting about. If they're unco-operative take your wife along and ask her to get loud.

We work for our money and deserve a good product when we buy it. Don't forget to keep us up to date here pse.

 

[HapticSimian]

I'd load it in the car, go to the store, and not leave until I have either my money in hand or a replacement unit.

Their 'need' to have it assessed be damned if it demonstrably doesn't work as it should. Any clown with at least one semi-functional ear can assess whether an audio output is working or not.

 

[sal12344]

All they going to say is hard luck...your mistake though is buying from Catsdigital. I really hate those people, if I should ever run into the idiot called Kyle that works there...lets just say Assault GBH is what the charge sheet will say..

 

[Ancalagon]

They swapped it out for me - quite impressed. I did have to stand my ground and insist upon it, but they did. I brought a copy of the relevant section of the CPA along, which I think helped. It had to go up multiple levels of management before it could be authorized.

But I have my new unit sitting upstairs!

EDIT: Didnt have to get loud - I was just polite and firm.

 

[HapticSimian]

They swapped it out for me - quite impressed. I did have to stand my ground and insist upon it, but they did. I brought a copy of the relevant section of the CPA along, which I think helped. It had to go up multiple levels of management before it could be authorized.

But I have my new unit sitting upstairs!

EDIT: Didnt have to get loud - I was just polite and firm.

Nicely done. Consumers shouldn't be afraid to demand fair treatment.

 

[rodga]

Great stuff, i can understand them wanting to have it sent away first for assessment though.

 

[ponder]

They swapped it out for me - quite impressed. I did have to stand my ground and insist upon it, but they did. I brought a copy of the relevant section of the CPA along, which I think helped. It had to go up multiple levels of management before it could be authorized.

You should not have to go through those lengths, customer service in this country sucks donkey balls in general.

 

[maumau]

Good for you

 

[SauRoNZA]

Pretty angry about this - I thought Denon was supposed to be higher quality stuff. All made in China obviously.

At this stage in the electronic era we live in you want stuff To be made in China rather than the worse alternatives like India or Thailand or worse...America.

 

[Splinter]

They swapped it out for me - quite impressed. I did have to stand my ground and insist upon it, but they did. I brought a copy of the relevant section of the CPA along, which I think helped. It had to go up multiple levels of management before it could be authorized.

But I have my new unit sitting upstairs!

EDIT: Didnt have to get loud - I was just polite and firm.

Well done. And you did it exactly right - polite and firm (I get loud though ).

 

[Splinter]

You should not have to go through those lengths, customer service in this country sucks donkey balls in general.

It does indeed. But we (Safs) are generally very meek and mild when it comes to these things - retailers know that given a bit of resistance, most consumers back down and walk away. As the OP said, you just escalate up the management chain. As I said though, I tend to get loud(er) and ensure that other customers know what is going on