Consumer Magazine

Issue 519 letters

In hot water

My hot water cylinder stopped working so I called an electrician because I thought it was a problem with the thermostat or element. The electrician diagnosed the problem as a fault with my power company’s ripple-control relay; he also did an interim fix to get our hot water back on and told me we could get his bill reimbursed by our power company. However, when I contacted the power company to report the fault I was told it wouldn’t reimburse the cost of the electrician’s visit as I hadn’t given it the opportunity to fix the problem first. I asked what would have happened if I’d called the power company first and the problem turned out to be the thermostat or element – and I was told a $55 charge would have applied! I believe the steps I took to resolve my hot-water problem were reasonable. What are my rights?
A member

We think it’s reasonable to expect the power company to reimburse you for the electrician’s bill as it was the power company’s equipment that caused the fault. There may be a clause in your agreement with the power company to say you should contact the power company first for these types of failures. However, in this case we think calling an electrician was a perfectly reasonable thing to do. Your power company should do the sensible thing and reimburse you.

One-eyed

I recently had an eye examination at an optometrist’s. At the end of the appointment I asked for a copy of the results but was told the optometrist retains all the information. I was disappointed, because I couldn’t remember all the details about my test results and expected to receive a copy. Am I entitled to a copy of my results?
A member

Yes, you are entitled to a copy of your results. Under the Privacy Act 1993 you have the right to access all your personal health information – including eye-test results. Health professionals can’t withhold records without good reason. We suggest you contact your optometrist asking for a copy of your results.

Take a note

I placed an order for 500 personalised notepads with a printing company. The following day I received an email from another printer advertising similar notepads at a cheaper price. I emailed the first printing company saying I wanted to cancel my order but the notepads arrived the next day. I then called the company to confirm that I wanted to cancel my order but was told it wanted time to discuss its options. What are my rights please?
A member

Unless the original agreement included the right to cancel at any stage, the company is entitled to hold you to the deal – so it can insist you honour the order. The fact another company offers a similar product at a cheaper rate isn’t grounds for cancelling an order.

Virtual pricing

I want to buy some Logitech computer products. Products are advertised on its website in New Zealand dollars
but you can’t buy these online products from here. The same products are available from local retailers but at considerably higher prices than those advertised on the website. Is Logitech obliged to supply its goods at the prices advertised on its website?
Terry Chapman

Local retailers selling Logitech products aren’t obliged to sell goods at the prices shown on the Logitech website. There’s also no way of knowing whether the New Zealand prices on the website are accurate (although Logitech would have to ensure the quoted prices were accurate in New Zealand dollars if the products could be purchased online from here).