Service Agents and Repairs

For some products (particularly larger motorised gear), the quickest way to sort a warranty repair is through one of our independent service agents. They're qualified technicians based around the country who can come to you, assess the product on the spot, and carry out the repair locally, no need to ship anything back to us.

What a service agent is

A service agent is an independent repair specialist that we partner with to handle warranty work in your region. They're not Trade Tested staff. They're qualified technicians who know your product type inside out and can carry out the assessment and repair close to home.

We've got service agents across the country, so we can usually find one near you.

When you'll be referred to a service agent

We'll suggest a service agent visit when it's the most practical way to get you sorted. That's most common for:

• Larger motorised equipment: generators, ride-on mowers, larger lawnmowers, water pumps
• Products that are tricky to transport: anything where shipping it back to us would be a hassle
• Products that need on-site inspection: to nail down exactly what's going on

For smaller items, it's usually quicker for us to send a replacement part or replace the whole thing. We'll point you to the best option as part of your warranty claim.

Product categories we cover

Our service agent network handles warranty work across these categories:

• Home and Outdoor Living: BBQs, outdoor heaters, outdoor furniture
• Sheds and Carports: larger assembly issues, structural repairs
• Gardening: mowers, line trimmers, blowers, chainsaws, water pumps
• Tools and Hardware: power tools, generators
• Garage: workbenches, garage equipment

Not sure whether your product fits one of these? Get in touch and we'll let you know.

How the referral process works

We do the running around for you:

1. Get in touch: contact us with your order number, the product, what's going wrong, and a short video or photos of the issue (a quick video is honestly the single most helpful thing you can send).
2. We assess the claim: our team takes a look and confirms whether a service agent visit is the right next step.
3. We refer you to the nearest agent: we match you to the closest service agent who handles your product type, based on your delivery address.
4. The service agent gets in touch: they'll be in contact to arrange a convenient time to come and have a look.
5. We stay across it: the service agent reports back to us, and we follow up with you to make sure you're sorted.

You don't need to track down a service agent yourself. Just talk to us first and we'll handle the matching.

Who pays

If the repair is covered under warranty, there's no cost to you for the service agent visit or the repair. Trade Tested covers it.

If the service agent inspects the product and finds the issue isn't covered by warranty (for example, damage from misuse or normal wear and tear), we'll let you know before any cost is incurred. From there, you'd have the option of paying for the repair directly or leaving things as they're.

Timeframes

Service agent visits typically take a bit longer than a replacement-part dispatch. Usually a few weeks from the initial referral, depending on the agent's workload and where you're in the country. We'll keep you in the loop along the way.

Get in touch

To start a warranty claim or ask about service agents, get in touch:

• Phone: 0800 800 880
• Email: support@tradetested.co.nz
• Hours: Mon–Sat, 9am – 5pm