1 reviews | Active since Apr 2010
Makro employee's flawed intepretation of CPA
I purchased a patio heater from Makro in June,it worked fine until about two months later when it would work intermittently.I returned the unit to the store on 16.09.2015 and the asked about the store policy on returns and the lady behind the desk pointed out to the 14 day refund notice on the wall.The heater has been booked in for assessment which I completely understand.My contention is that the lady imp**** that by virtue of this,the only recourse I have is that of repair or replacement.This surely contradicts the CPA,which is clear in this regard.Makro cannot unilaterally dictate the terms,if I want a refund,it is well within my rights since the item purchased failed within six months.I would like to know if this is the official store policy or lack of understanding of CPA regulations by your employee.
Thank you for raising your dissatisfaction with us.
In relation to the policy that refers to repair or replacement of goods - in Summary it is as follows:
Our Policy's that relate to goods that fail is in complete accordance with the Consumer Protection Act. This Act came into force on the 1st April 2011 and covers goods that were bought from this date onwards. However our policies already covered the main areas of the new act.
We will refund or replace an item that fails in the first 14 days of purchase. If it fails after the first 14 days - but still in the warranty period - the Supplier will assess the item and action a repair or replace the item.
The supplier has up to 6 weeks to repair the item - however the vast majority are completed quicker than this.
The main change that the CPA has required is that if there is a failure in the first 6-months our suppliers have the right to inspect the item for the cause of the failure, and assuming that it is a manufacture fault you as the consumer have the right to then choose a refund, replace or repair. It is not up to the Supplier or Retailer to select the way forward.
Regards
Mmule Moropa
Thank you for raising your dissatisfaction with us.
In relation to the policy that refers to repair or replacement of goods - in Summary it is as follows:
Our Policy's that relate to goods that fail is in complete accordance with the Consumer Protection Act. This Act came into force on the 1st April 2011 and covers goods that were bought from this date onwards. However our policies already covered the main areas of the new act.
We will refund or replace an item that fails in the first 14 days of purchase. If it fails after the first 14 days - but still in the warranty period - the Supplier will assess the item and action a repair or replace the item.
The supplier has up to 6 weeks to repair the item - however the vast majority are completed quicker than this.
The main change that the CPA has required is that if there is a failure in the first 6-months our suppliers have the right to inspect the item for the cause of the failure, and assuming that it is a manufacture fault you as the consumer have the right to then choose a refund, replace or repair. It is not up to the Supplier or Retailer to select the way forward.
Regards
Mmule Moropa