Computer Lounge Refund Issue

1ys23 on 07/03/2024 - 00:57
Last edited 27/03/2024 - 01:44

Hi,

Anyone else had difficulties with CL (Computer Lounge) recently.
They have acknowledged that the part I returned is faulty and is not working, but yet they are refusing to give me a refund and instead store credit? :'(
The part is well within the warranty period as well.

I need to buy this part again from someone else as they don't have it :/. I just want a refund, I'd take store credit sometimes but they don't have the stock I want.
Do I have to bring up CGA with them to make them budge?

Seems like their customer service isn't as good as it use to be :( What a shame I've been buying from them for years this sucks.

*Update They gave me a full refund after mentioning the CGA, it took a bit of back forward but we got there in the end :).

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  • 1ys23 on 27/03/2024 - 01:44
    +4

    Update* They gave me a full refund after mentioning the CGA, it took a bit of back forward but we got there in the end :).

  • ReaperZ on 07/03/2024 - 07:14
    +3

    Msg me the order id, and I'll get it looked into, I have a good friend who works there

  • ABCDEFG on 07/03/2024 - 06:43
    +2

    Do I have to bring up CGA with them to make them budge?

    Have they stated a refusal to repair/replace/refund or have they made an offer of store credit and you're assuming refusal? If it's the latter have you told them you'd prefer a refund? Regardless, they legislation is fairly clear on this - Link to the relevant section the CGA - they can repair it, replace it, or give you a refund. Store credit isn't a refund so if they're refusing to repair or replace you could probably just send them that link reminding them of their obligations and take it from there.

    Could you keep us updated with how this goes? I've been a customer with CL for well over a decade, though much less frequently these days, primarily because of their customer service. I'd like to know if their treatment of customers is changing.

    • 1ys23 on 27/03/2024 - 01:44
      +1

      They gave me a full refund after mentioning the CGA, it took a bit of back forward but we got there in the end :).

    • 1ys23 on 07/03/2024 - 14:22

      Yea I let them know that I firstly wanted a replacement, but they don't have it anymore.

      I let them know that I wanted a refund but they keep messaging back that they can give me store credit.
      I had to message back three times now that I want a refund not store credit and I'm waiting to hear back now. :(

      Same here I've been a very long time customer of CL but this is really disappointing :(. Not like what they used to be for customer service :/.
      idk whats up with them now :(. Like store credit is nice but they don't stock as much stuff as I want anymore and they are quite expensive again

  • kyogui on 07/03/2024 - 22:57
    +1

    If they can't replace the product that's faulty, it is your right to have a refund, not a store credit.

  • saxasianguy on 08/03/2024 - 18:31
    +1

    Probably also another reason they removed Amex as a form of payment…not because of the fee but too many chargebacks for refusal to refund(even though their website advertises Amex)

    • mdsl32 on 09/03/2024 - 15:17

      Nah PBTech has dropped it too because of the extremely high transaction fees compared to Visa/Mastercard

      • saxasianguy on 09/03/2024 - 15:42
        +1

        nah its not that high only about 1.5% higher than visa/mastercard. I've stopped shopping at pbtech cos of it…I'd rather spend more and be able to have the option of 24/7 customer service and easy chargeback in case the vendor is being a dick… been shopping a lot more overseas giving my money to China Taobao(visa/mastercard) and USA (AMEX BHPhoto Video)

        • mdsl32 on 09/03/2024 - 15:56

          AMEX is still quite low usage in NZ because of the fees that usually get applied at checkout but it is definitely getting more traction with the better rewards but unless they drop the fees i don't think we will see it expand.
          1% Might seem low at face value but quite a few items do have sub 2% margins.

  • mdsl32 on 08/03/2024 - 18:22

    Hmm yeah if it cant be fixed we always offer a Credit or replacement.
    I guess they just want to keep the money in their pocket not a competitor.
    What is the item and value?

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