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Topic # 114389 18-Feb-2013 14:45
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I have sent my laptop for repair 3 times in 3 weeks since I purchased in end of last year.

1st issue: The laptop would switch off itself if I tab the touch pad. Acer identified HDD fault and replaced the parts
2nd issue: I could not install MS Office and the touch pad problem came back. I could not even restore the Laptop to factory state. Acer identified some "system" fault and repaired.
3rd issue: I experienced blue screen once a while when the laptop was waken up from sleep mode.
**This time they identified it as a software issue (like 2nd repair) and conclude its user issue. They also accuse me of opening the laptop since the "sticker" is broken. They said I should have checked the sticker when I picked up the laptop. However, who will check the bottom of laptop if I went for system error? And why would this be my responsibility to check if they could not finish their job properly?

Since Acer is not very friendly so I took the laptop back to the retailer PB Technologies and hope they can help me or refund the laptop. Unfortunately they said they could not refund since I need at least 3 hardware faults before I can claim a stock credit.



Now I have left the faulty laptop at PB since I don't want to be accused of opening it up again. However, it looks like they will not give me a refund unless Acer approves it. 

I have posedt a FB message on Acer NZ page about this and they blocked me from making further comments so I assume they will never approve the credit since they are angry too. 

What should I do apart from dispute tribunal?


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  Reply # 764214 18-Feb-2013 15:20
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Mike
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  Reply # 765205 18-Feb-2013 15:30
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I would write them a letter (and hand it to the store manager in person) stating you are requesting a full refund under the CGA as the laptop is not of acceptable quality and not fit for purpose. Outline you have already given the manufacturer a chance to rectify the issue and that it has not been satisfactorily resolved.

Request they provide a full refund by x date (Give them maybe 5 business days), or a letter stating why they are refusing the claim under the Consumer Guarantees Act.

Also remind them that it is an offence under the act to provide incorrect or misleading information about your rights, and breaches carry a significant fine.




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  Reply # 782807 16-Mar-2013 23:06
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Finally I got the full store credit from PB. Thats not because the chains of tens of emails but a letter from dispute tribunal.

The Manger sent me email trying to frame the 3rd issue as not substantial nor a hardware fault. He also mentioned the bad service from Acer is not in their control.

But I said I would not have ask for refund if I only have the 3rd issue but we are looking at 3 issues so don't isolate this incident.

Also this is PB's choice to direct their customer to Acer so they are representing PB as service centre. Therefore surely PB will be responsible for any misbehavior from Acer.

Anyway I got a store credit and purchased a Asus from them at the end.

This is after more then 3 months of fighting. Shame on you Acer and PB....

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