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Delphinus

594 posts

Ultimate Geek


#288675 16-Jul-2021 13:52
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I have a friend who purchased a Microsoft Surface Pro 1796 (5th gen) back in July 2017. In February this year (3 years, 7 months from purchase) it developed a fault where trying to turn it on just flashes up the windows logo for a few seconds then it disappears.

 

I tried various combinations to reset it, bootable memory sticks etc, all which did nothing. It seems this flashing of the logo is a very common issue based on my googling.

 

Returned it to Noel Leeming in March this year requesting a CGA repair. They sent it off to FuturePC for assessment, and Microsoft declined the claim saying 3years 7 months was acceptable for this laptop. We pushed back when Noel Leeming told us this, who said they went back to Microsoft again, who again declined the repair. They eventually returned it just over a month ago.

 

Consumer NZ website says that Laptops have a life expectancy of 5 years.

 

What do you think are the odds of winning a disputes tribunal case for repair/replace of this Surface Pro 5 at the age of 3.6 years under CGA?


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Delphinus

594 posts

Ultimate Geek


  #2751400 28-Jul-2021 17:03
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Happy days. Full refund of $1501 back to our account (no vouchers) for the original purchase price of surface tablet + pen + keyboard cover.

 

I filed the dispute and put Noel Leeming head office address. Got a call from the local branch yesterday (about a week later) saying head office has been in touch and how would I like to resolve this dispute. I asked for a full refund of tablet + accessories (as they were useless without it). They asked if we wanted to try the latest surface, but I declined saying I don't trust the quality. They offered a voucher but said would prefer $$.

 

Popped into the store today and it's been refunded back onto our card. No need to go to court.

 

Information provided to disputes tribunal:

 

     

  1. Copy of their report saying MainBoard faulty
  2. Original invoice
  3. Screenshot of Consumer website saying laptop life expectancy is 5 years.
  4. Examples of the fault across Microsoft forums, reddit etc demonstrating it's common and that Microsoft are replacing them under warranty
  5. Link to Surface Pro update history showing Microsoft are still providing updates.

 

Well worth the $45 filing fee. Pity they were less accommodating the first two times I tried to get it sorted under CGA (at the time they said Microsoft had declined it saying 3 years was acceptable for a Surface), but super happy with the outcome now.

 

Would I buy from Noel Leeming again? Yes I think so.

 

Would I buy a Surface? No.


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