Page 1 of 2 12 LastLast
Results 1 to 10 of 16

Hybrid View

Previous Post Previous Post   Next Post Next Post
  1. #1
    Where is Metla these days Chilling_Silence's Avatar
    Join Date
    Dec 2004
    Location
    Auckland
    Posts
    17,146

    Default Inspection fee refund under the Consumer Guarantees Act

    "Hypothetical" situation:
    Computer is taken in for repair at a shop, it's not working.
    Shop "fixes" the computer, charges $160 to fix it.

    Problem reoccurs a day later, computer broken again, taken back to shop.
    Shop inspects, "fixes" it, by re-seating a part on the motherboard, sends it back.

    Problem reoccurs a day later, back to the shop
    Shop insists it's now a software fault, wants to wipe everything.

    Shop now advises after they wipe everything and set it back up again (No additional charge) that if the issue reoccurs they will refund the amount paid, less a $50 "inspection" fee.
    Seeing as the fault was never actually fixed, and the shop admit they can't fix it (IF it reoccurs), is the customer actually liable for the Inspection Fee? Or is it covered under the Consumer Guarantees Act for a full refund?
    Could the consumer take it elsewhere to be repaired and have the other place on-charge the original shop for the repair amount?

    Or, am I wrong, and the shop is able to charge their "inspection fee" even though they weren't able to resolve the issue, so the refunded amount would be $110?
    I mostly do Bitcoin & DigiByte things these days, feel free to say hi on Twitter: https://twitter.com/dgb_chilling

    Before you ask a question here, or before you get upset by a response, see here:
    http://www.catb.org/~esr/faqs/smart-...ons.html#intro

  2. #2
    Senior Member 1101's Avatar
    Join Date
    Jan 2008
    Posts
    7,107

    Default Re: Inspection fee refund under the Consumer Guarantees Act

    Quote Originally Posted by Chilling_Silence View Post
    Seeing as the fault was never actually fixed, and the shop admit they can't fix it (IF it reoccurs),
    Anything is fixable: new mb,ram,cpu, reload . If thats not economic , it isnt the shops fault .

    The way I see it, it isnt the shops fault that the intermittent issue is so hard to trace. Unfortunately the customer may see it differently (as expected).
    Its not the shops fault that this PC is a bugger to fix .

    just my opinion:
    yes, a minimum charge unless the shop was negligent and the cust could proove that the shop should have been
    able to find the fault. "uneconomic to repair"

    IF another shop was then able to fix it, at reasonable cost, then I would expect a full refund from the 1st shop
    Last edited by 1101; 25-10-2016 at 03:48 PM.

  3. #3
    Computer Technician wainuitech's Avatar
    Join Date
    Aug 2007
    Location
    Wellington
    Posts
    28,115

    Default Re: Inspection fee refund under the Consumer Guarantees Act

    With places Like HP they charge an inspection fee just to tell you what's wrong (even if its obvious) . They usually deduct the inspection fee if the repair goes ahead.

    Where it gets difficult is if there is an intermittent problem that cant be reproduced.

    If the owner doesn't want the computer to be in the workshop for however long it takes (could be a week or longer) to locate the problem, and it could mean changing parts one at a time to locate it, then there's not a lot the shop can do. Some other shop may fluke it and discover the faulty part first time. If the parts need to be changed then its more than an inspection.
    An inspection generally covers standard tests to determine if a part is faulty, BUT even parts that pass a test can still cause an intermittent failure. Intermittent problems can be a real pain to track down.

    This is where there is a difference between "inspection" or "actual repair". Two totally different things.

    There is also another option to throw in the pot -- The computer may not play up at the shop, yet fails at the owners house - could be something in the house causing it. Had that happen before, had a PC here for 3 days, running continuous test after test - worked perfectly. Took it back, within 10 minutes problem happened again - it was a faulty power point at the persons place Only pin pointed it because I plugged in a UPS and almost instantly it went nuts with power problems. The computer on the same circuit was enough to trip the power problem.

    2nd what 1101 posted.
    Last edited by wainuitech; 25-10-2016 at 04:50 PM.

  4. #4
    Where is Metla these days Chilling_Silence's Avatar
    Join Date
    Dec 2004
    Location
    Auckland
    Posts
    17,146

    Default Re: Inspection fee refund under the Consumer Guarantees Act

    Fair points.
    What if the shop had it for 11 weeks over a 3 month period?

    What if the issue was a cellphone, and not a computer?

    Would that change your thoughts?

  5. #5
    Senior Member 1101's Avatar
    Join Date
    Jan 2008
    Posts
    7,107

    Default Re: Inspection fee refund under the Consumer Guarantees Act

    Quote Originally Posted by Chilling_Silence View Post
    Fair points.
    What if the shop had it for 11 weeks over a 3 month period?

    What if the issue was a cellphone, and not a computer?

    Would that change your thoughts?
    11weeks : some issues are just that intermittent.
    Do you expect a tech to sit in front of the PC for 4,5,8,40 hours just typing, opening programs etc waiting for the fault & trying to reproduce the fault. :-)
    If the fault is strange, and cant be easily reproduced, how can we expect the tech to know if its really fixed or just waiting to reoccur a month later
    Yep , some faults re-occur 2,3 months later . How can anything that intermittent be traced

    Its not the repair companies fault that the PC has an intermittent fault, its the customers issue & the tech is just trying to fix it.

    Same if its a ph , or a car
    My previous car, had an issue with it intermittently running on only 5 cylinders.
    Each time I took it to the garage, it work work fine, on 6. Garage did the best they could, pulling out & testing coilpacks etc
    Now it wasnt the garages fault MY car was so hard to repair , it wasnt the garages fault my car was not easy to work on (final bill was $500 for a $100 part)

    With my car, I had 2 choices, be reasonable & keep taking it back & hope that it had the fault while in the garage, or the garage replace EVERY single part that MIGHT have been the issue
    ie 6 coil packs, wiring looms, sensors, car computor : replace all that it would have been fixed 1st time. would have cost thousands
    Last edited by 1101; 26-10-2016 at 08:40 AM.

  6. #6
    Senior Member pctek's Avatar
    Join Date
    Feb 2005
    Location
    In the Wild West
    Posts
    24,212

    Default Re: Inspection fee refund under the Consumer Guarantees Act

    I dunno.

    Had a guy in cause his PC would shut off randomly. Couldn't reproduce it in a few hrs at shop.
    Swapped out PSU (on his insistence) with workshop one, same issue.

    So I asked where did he live?

    Aha....in an old villa that had recently had some electrical work done in that room.

    and the one with the hijacker I mentioned before, other crowd wanted to wipe his PC, I couldn't see any issues on the PCs, so went to take a look at the modem....couldn't, factory reset it, end of issue.

    Sometimes thinking helps, not just randomly doing the usual.
    wipe your paws.

  7. #7
    pcsourcepoint
    Join Date
    May 2006
    Location
    Otara, Auckland
    Posts
    3,063

    Default Re: Inspection fee refund under the Consumer Guarantees Act

    Quote Originally Posted by 1101 View Post
    11weeks : some issues are just that intermittent.
    Do you expect a tech to sit in front of the PC for 4,5,8,40 hours just typing, opening programs etc waiting for the fault & trying to reproduce the fault. :-)
    If the fault is strange, and cant be easily reproduced, how can we expect the tech to know if its really fixed or just waiting to reoccur a month later
    Yep , some faults re-occur 2,3 months later . How can anything that intermittent be traced

    Its not the repair companies fault that the PC has an intermittent fault, its the customers issue & the tech is just trying to fix it.

    Same if its a ph , or a car
    My previous car, had an issue with it intermittently running on only 5 cylinders.
    Each time I took it to the garage, it work work fine, on 6. Garage did the best they could, pulling out & testing coilpacks etc
    Now it wasnt the garages fault MY car was so hard to repair , it wasnt the garages fault my car was not easy to work on (final bill was $500 for a $100 part)

    With my car, I had 2 choices, be reasonable & keep taking it back & hope that it had the fault while in the garage, or the garage replace EVERY single part that MIGHT have been the issue
    ie 6 coil packs, wiring looms, sensors, car computor : replace all that it would have been fixed 1st time. would have cost thousands
    I learnt - through my own lack of action
    1. To act quick if a fault occurs - particularly if you are heavily reliant on that item
    2. Then soon enough other intermittent or constant faults can occur - the domino effect.
    3. Sometimes one fault masks another because of similar effect/output.

    Hence a pain to resolve - even after fixing one thing - but no apparent effect

    My Car had 2 OR 3 intermittent faults and I reckon 2 could have been prevented if i quickly fixed the first fault. Had 2 subsequent faults: rhythmic surging at idle,and low idle (near 0) at times. The first failure was catalytic converter failure - rattling at times over about 5 weeks. I believed the disintegrated substrate- ceramic - blocked the EGR valve (jammed the internal valve open - causing internal air leak at idle - too lean - CPU had to quickly add subtract/ fuel, hence surge- add strong smell of fuel). Also I think stuffed the idle control valve (somehow caused it to not open - close smoothly). I reckon it's coil circuit was stressed through cycling too much. Though both easy to fix/replace - took equivalent of 2 weeks of research/testing. Example here of "twin" idle fault for car engine. needed two fixes.

    Not sure if for PC's if one fault can cause another. Maybe software or Windows trouble shooting might need a lot of diagnostic testing, e.g. with Sysnternal Suite. I assume easier to reinstall..
    Last edited by kahawai chaser; 26-10-2016 at 10:00 AM.
    Computer Tech Links (My Tutorials & Reviews)| Free MP3 Software Reviews (My Reviews)|I Student NZ (My Student Resoucre Tips)

  8. #8
    Computer Technician wainuitech's Avatar
    Join Date
    Aug 2007
    Location
    Wellington
    Posts
    28,115

    Default Re: Inspection fee refund under the Consumer Guarantees Act

    Depends on if the customer agreed or instructed to keep it that long. If parts had to be imported then the owner should have been told a ETA of time to repair.

    A phones completely different to a Computer. looking at a phone, how many parts are there that can cause it to fail ?

    What hasn't been mentioned in this "Hypothetical" situation is what the phone was doing or not doing as the case may be. Depending on what its doing would be a good start as to what's required to repair.
    Last edited by wainuitech; 25-10-2016 at 05:37 PM.

  9. #9
    Computer Technician wainuitech's Avatar
    Join Date
    Aug 2007
    Location
    Wellington
    Posts
    28,115

    Default Re: Inspection fee refund under the Consumer Guarantees Act

    Theres another item to be taken into consideration as well.

    The Consumer Guarantees Act is not one rule fits all in many cases. A lot can depend on what the situation actually is.

    Theres to much missing in ALL the facts in this "Hypothetical" situation.

  10. #10
    amateur expert dugimodo's Avatar
    Join Date
    Dec 2005
    Posts
    8,062

    Default Re: Inspection fee refund under the Consumer Guarantees Act

    There's a valid reason for inspection fees, you are paying them for their time. Otherwise a lot of people change their minds when the repair cost is decided and don't go ahead and the shop ends up doing a lot of work for free. The only other way to deal with it is to increase the hourly rate to account for that. Looking at your example the PC has been looked at 3 times at least for $160 most of which they are offering to refund if they can't fix it on a 4th attempt. That could add up to a lot of time.

    So from my point of view the charge is fair, my only reason to suggest getting the refund back is if there is evidence of incompetence. One thing that is of concern with an intermittent recurring fault is that by your description it seems like they have just "hypothetically" had a quick look, found something, and declared it fixed. IMHO they should at least ask to keep the PC under observation for a while and warn the customer if they take it earlier the fault may reoccur.

    I also understand the desire to wipe everything, software issues can be a very time consuming thing to track down. However I'd think removing the hard drive and reinstalling windows on a spare for testing purposes would be a better option, that way nothing is lost if it proves not to be a software issu, and if it works perfectly they could offer to let the owners keep the new hard drive for a fee or replace their old one, smart marketing I think.

    On the other hand if this happened to me I'd be very unhappy with them. 3 attempts and no Idea what's wrong? It's very easy to think they are just hopeless, not something we can really judge from one story though.
    Ryzen 2700X, 16Gb DDR4RAM, 512GB M.2 NVME SSD, MSI GTX1070

Similar Threads

  1. Consumer Guarantees Act and Batteries
    By xyz823 in forum PC World Chat
    Replies: 31
    Last Post: 24-10-2011, 10:16 AM
  2. Guarantees and exchanges?
    By tims in forum PC World Chat
    Replies: 17
    Last Post: 22-04-2011, 06:39 PM
  3. Hijack log for inspection please
    By DeSade in forum PressF1
    Replies: 10
    Last Post: 02-12-2008, 09:12 AM
  4. Replies: 14
    Last Post: 23-05-2006, 10:34 PM
  5. Trademe .FTD act and consumer guarantees act
    By yingxuan in forum PressF1
    Replies: 10
    Last Post: 15-10-2004, 07:42 AM

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •