Frequently Asked Questions
When is Information Available on Turners Live?
Registration and Credit Card Details
Retrieve Password and Activate Account
Using Turners Live
Online Purchases
Online Bidding
Pickup
When is information available on Turners Live?
The final download of information for a Turners Live sale occurs approximately 2 hours prior to the sale starting.
= Active Turners Live sale
= Inactive Turners Live sale
All Turners Live sales are marked with the green tick
If the tick is red , then the Turners Live sale is not yet active, but you can still view sale details on the Turners Auctions main site by clicking on the sale link.
If the Turners Live logo is shown as green then you will be transferred directly to the Turners Live site.
The video screen will show the auction stand only until the sale gets underway.
Want to bid in an auction but can view only?
All private customers need to enter their credit card details with us in order to bid in an auction. Once your credit card has been approved, you will be able to bid. For more information refer to the Credit Card Menu.
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Registration and Credit Card Details
How do I register for Turners Live?
Click on the following link to register online. Click Here
Do I have to register just to view a sale?
No. You can watch any sale without registering but you cannot bid. We encourage buyers to watch a sale first so you are familiar with how the bidding process works. However when you do want to bid please allow yourself sufficient time to register prior to a sale starting so that you don't miss out on the early lot numbers. Allowing fifteen minutes should be satisfactory.
How do I get approved as a Dealer Client?
When you initially register you can opt to be registered as a dealer. Once approved you can access trade only sales and enjoy the many benefits of being a trade approved client.
You will be contacted by Turners Credit department within 2 working days to verify your dealer details and set up your dealer account.
In the meantime you can register as a non dealer which will allow you access to all public auctions.
If you require access to trade areas sooner please contact the credit department directly on (09) 580 9376.
How do I register my credit card (Private Buyers only)?
In order to register your credit card you will need to make sure of the following things:
· You have registered for Turners Live
· You have logged into your account to enter credit card details
Once you have logged in you will need to go into your details by selecting the details tab. You will need to tick the “I would like to register to bid on Turners Live” checked box. Once you click submit a dps (Direct Payments solution) form will appear. You will be prompted to enter your credit card details. Once you have entered these details correctly, a credit card check will take place and your credit card will get approved.
Please note that all credit card entries and information are not kept in the Turners Live database. All credit card information and the check is done by the credit card company itself.
How do I change my credit card?
In order to change your credit card details your old details will have to be removed from your profile. Once removed you can add your new credit card details in the same way as adding a credit card for the first time.
You will need to contact support@turners.co.nz to advise this.
How do I know when you have debited my credit card account?
Turners Auctions does not deduct any money from your credit card unless you make an online purchase. At that point a deposit of $500 or 10% of the purchase price (whichever is greater) will be deducted immediately following the sale with the balance to be paid by bank cheque, EFTPOS, credit card or cash the day of the sale (or the next day for evening sales).
you will need to ensure that there is sufficient credit funds in your credit card account prior to bidding.
Are my credit cards details secure on the Turners Website?
Turners Auctions Ltd, the Turners Website and Turners Live do not record or store your credit card details. All credit card entries and transactions are done on the website of DPS (Direct Payment Solutions) who are certified with banks in Australia, New Zealand, Pacific Islands, Singapore, South Africa and Malaysia.
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Retrieve Password and Activate account
What if I have forgotten my password?
On the login panel enter your email address into the first text field and click on the "forgot your password?" link. Follow the instructions and you will be issued with a new password. Once you have successfully logged in you can go to the My Profile page and change the password to one of your choice. Sometimes the system generated passwords are confusing so if they are not working, please copy the password and paste it in the login field on the site.
Please note that it is advised that you copy and paste the system generated password that you receive in your email in the login field. This will eliminate any typing errors or confusion between letters and numbers.
If you are still having trouble in resetting your password, call our Help line on (0800 5483 243) or email support@turners.co.nz, and some one will help you.
How do I Activate my account?
Once you have registered your account will need to be activated before it can be used. An activation email will be sent to the email address that you gave on registration, in it will be a link that you will need to click on for your account to activate. Once your account is activated you should be able to log in with your email address and password.
If you have not received an activation email and need your account activated please call our Help Line on 0800 5483 243 or email us at support@turners.co.nz
Important note for all online users:
If you have an email address, or your email is handled by Yahoo or Xtra, it is very unlikely that you will be able to receive our Activation email unless you add us to your address book in your Webmail. (Please note this has to be done in your webmail and cannot be done using a desktop application like Outlook). The activation email could also be in your spam or bulk folder so we suggest you check in all junk mail/spam or bulk folders as well
In order to put us in your webmail contacts please follow these directions:
Log in to your Mail Account
Click Contacts in the folder list (this is located normally along the left side of your Yahoo! Mail page)
Your Contacts open as a tab in the main window
Below the word Contacts on the actual tab, notice the Rolodex-card icon with a plus sign next to the words Add Contact. When you move the mouse here, it becomes a button, and when you click it, a Contact Properties window opens.
Enter the following information:
First: Turners
Last: Auctions
Email : teamturners@turners.co.nz - Activation email
: turners.auctions@turners.co.nz - Forgot Password email and
: siteadmin@turners.co.nz
Click "Save" when you're finished
Then you may need to reset the password again. Remember to copy and paste the password in the password field as sometimes you could mistake a 0 (zero) for an o etc.
If you are have any trouble doing this and you are not getting our newsletter/emails, we recommend ringing Telecom on 0800 22 55 98.
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Using Turners Live
Are you operating from work? View Turners Live in a work environment for more information
Is there any special web browser settings needed to view Turners Live?
The Turners Live webpage is best viewed at 1024 x 768 screen resolution using Internet Explorer version 6 or above. To change your screen resolution right click on your desktop and go to properties > display > settings, or from the start menu go to settings > control panel > display > settings>
your browser must also be set to accept cookies and have JavaScript enabled.
I’ve placed a bid but it hasn’t been accepted. Why?
In an auction there could be a lot of bidding activity whether is on site, over the phone or online. All bidding gets processed during the auction and if you are bidding online it may take a moment for it to register with the clerk. Keep bidding, as your bids are being accepted and will show up once it’s loaded.
What happens when I win a car on Turners Live?
A message will appear on-screen saying:
A system generated email will then be sent to you, and a consultant will be in touch. A $500 deposit will automatically be deducted from your credit card once your bid is successful, so please be sure to have $500 on your card for the deposit.
How can I look at other cars coming up in a sale?
Down the left hand column you will see an auction catalogue. This will automatically scroll as the auction progresses, displaying the current lot and the next lots to be offered. If you want to look at lots further down the list click on the scroll arrows on the right hand side. To look at further information on the Lot just click on the thumbnail.
How many other sales can I view at one time?
All sales that are currently running or available for viewing are listed on the bottom of the screen. Just click on the sale you are interested in. For branches that run more than one lane per auction, these will be also displayed there.
How do I know what I am buying?
For our buyers and sellers fees click here
We provide information on each vehicle including full specifications and history details as shown at the time of booking. We also provide a basic Vehicle Condition report and refurbishment assessment. We also have independent vehicle inspectors on site at most branches that can provide a comprehensive assessment for a small fee prior to a sale.
If you require more detailed information you are still free to view the vehicles at the selling branch prior to the sale.
From time to time information is updated after the sale has been loaded onto the Turners Live site so you need to listen to the auctioneer for any changes or corrections.
For more information on viewing times, visit the branch homepages or contact the selling branch.
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Online Purchases
What is My Purchases?
You can keep account of all cars purchased using My Purchases.
For our buyers and sellers fees click here
Is title guaranteed on online purchases?
Yes. Turners Purchase Protection provides you with full protection against title issues and detail misdescription. For more information refer to our Terms & Conditions here.
What warranties do I get on online purchases?
All vehicles sold by auction are sold As Is Where Is and it is up to you to determine what you are buying prior to a sale. We do have mechanical warranties that can be purchased from Turners Finance post sale on most vehicles. Our Terms and Conditions provide full details on your responsibilities as a purchaser. To read these Click Here.
How can I get a copy of the Vehicle Condition Report?
This can be printed directly off the Turners Live bidding page.
How can I get a copy of the CIN (Customer Information Notice) card?
This can be printed directly off the Turners Live bidding page. You will also receive a copy of the notice displayed in the window of the car.
What does it cost me to buy at auction?
In addition to the bidding price there is also a buyer’s fee payable on all purchases. Click here to see these fees.
If a vehicle is sold unregistered (no license plates) there is also an additional $400 "on road costs" to have the vehicle registered.
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Online Bidding
Why is the bidding page stuck on the first lot?
The sale has not yet commenced. Once the sale is underway the screen will automatically change to the lot that is being auctioned.
How can I look at other cars coming up in a sale?
Down the left hand column you will see an auction catalogue. This will automatically scroll as the auction progresses, displaying the current lot and the next lots to be offered. If you want to look at lots further down the list click on the scroll arrows on the right hand side. To look at further information on the Lot just click on the thumbnail.
How many other sales can I view at one time?
All sales that are currently running or available for viewing are listed on the bottom of the screen. Just click on the sale you are interested in. For branches that run more than one lane per auction, these will be also displayed there.
How do I know if the bidding has reached the Reserve (minimum) price?
A blue "SELLING NOW" sign will be displayed on the bidding screen. The top bidder at the end of the bidding will be the new owner of that car.
What if the Reserve (minimum) price is not reached?
The words "GETTING CLOSE" will appear on the bidding screen if the bidding is close to reserve. If you are the highest bidder a consultant will contact with you immediately following the fall of the hammer and negotiate a sale for you.
How do I know I am not bidding against myself?
The identity of each bidder is displayed in the scrolling box on screen. This will show you whether the top bid is being held by an on site or an online bidder. Each online bidder has a unique login id which is displayed here.
Turners Live has been set up so that it cannot accept consecutive bidding from the same bidder.
How do I use the watchlist?
You can create your own watch list for cars you are interested in buying. When you save a car in your watch list that car will highlight in yellow in the scrolling catalogue and you will receive an audio message indicating that the car is coming up 3 lots prior. At the end of a sale the watch list automatically records the outcome of each car on the list.
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Pickup
How do I pay for and pickup my new purchase?
If you are successful in purchasing a car on line a deposit of $500 or 10% of the purchase price (whichever is greater) will be deducted from your credit card. You will then be contacted by a branch representative immediately following the sale to arrange payment details for the balance of the purchase price. Click Here for Branch details.
If you have purchased a car that is unregistered we will need your drivers license details to complete the registration application. The branch representative who contacts you can take you through these details at the time of contact.
What are the Terms & conditions of Auction?
Please view the Terms and Conditions page.
Important Note for IE users: Before calling our Help Line, have you tried adding Turners Live to your trusted site? click here for more info on trusted sites
Need help with Turners Live?
We have a dedicated Turners Live Helpline open from 8.30am – 6.30pm Monday to Friday. Call 0800 LIVE BID (0800 5483 243) to speak to a technician.
NOTE: If it is after hours and you are unable to place an online bid, the branch holding the auction may be able to provide the alternative of a phone bid service. To arrange this please call the relevant branch prior to the auction beginning. Click here for branch contact details
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