Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


142 posts

Master Geek
+1 received by user: 8


Topic # 151521 28-Aug-2014 08:36
Send private message

Hi,

I purchased an ASUS laptop that worked fine for a few hours then borked and refused to boot (and no BIOS POST etc).

I have returned this to the retailer (Mighty Ape) and they have sent it to a service centre for inspection. Seems that ASUS have quite tight DOA policies.

Should I have to wait for a refund in this case? Is it my problem that ASUS have this policy?

In my mind it is substantially defective and not fit for purpose.

Any advice most welcome,

TIA,

Peter.

Create new topic
2503 posts

Uber Geek
+1 received by user: 928

Subscriber

  Reply # 1117020 28-Aug-2014 08:41
Send private message

Have you talked to MightyApe? In my experience, both them and Asus (through multiple retailers) have been very accommodating with DOA issues, providing a new replacement promptly.




Windows 7 x64 // i5-3570K // 16GB DDR3-1600 // GTX660Ti 2GB // Samsung 830 120GB SSD // OCZ Agility4 120GB SSD // Samsung U28D590D @ 3840x2160 & Asus PB278Q @ 2560x1440
Samsung Galaxy S5 SM-G900I w/Spark



142 posts

Master Geek
+1 received by user: 8


  Reply # 1117022 28-Aug-2014 08:43
Send private message

Hi - thanks for your swift reply but I have been put off Asus laptops now (this was a $3k gaming laptop). I have requested a refund, but do not see why Asus's DOA policy affects me as a consumer with a faulty item....

2503 posts

Uber Geek
+1 received by user: 928

Subscriber

  Reply # 1117052 28-Aug-2014 09:05
Send private message

It would be standard, in my experiece, for them to check the unit before agreeing it is DOA. No matter how competent you might be, they have to assume you are Joe Average User, who let the battery go flat and now thinks the product is faulty. Some retailers who have a 'technical' service may test this themselves when you bring it back, others will let the manufacturers service centre deal with it. It's even worse when some of them expect you to pay a service fee to test it, that they refund once they realise you're right!

Depending on the issue found, too, there is also the "how much effort will it be to argue that it counts as a Serious issue under the CGA" if you really want a refund rather than replacement.






Windows 7 x64 // i5-3570K // 16GB DDR3-1600 // GTX660Ti 2GB // Samsung 830 120GB SSD // OCZ Agility4 120GB SSD // Samsung U28D590D @ 3840x2160 & Asus PB278Q @ 2560x1440
Samsung Galaxy S5 SM-G900I w/Spark



142 posts

Master Geek
+1 received by user: 8


  Reply # 1117066 28-Aug-2014 09:15
Send private message

Fair enough, and again I appreciate your reply, but I would've thought that Mighty Ape's technicians (and I know they have some) should've been able to plug it in, turn it on, see nothing on screen and say 'dead'. Guess it will be a waiting game then. Cheers!

xpd

Chief Trash Bandit
8762 posts

Uber Geek
+1 received by user: 1277

Mod Emeritus
Trusted
Lifetime subscriber

  Reply # 1117068 28-Aug-2014 09:20
Send private message

One faulty item and you blacklist them and want a refund ? Bit harsh....

Give them a chance to resolve the issue...

http://www.consumeraffairs.govt.nz/for-consumers/law/consumer-guarantees-act/got-a-problem-with-goods




XPD / Gavin / DemiseNZ

 

For Free Games, Geekiness and Reviews, visit :

 

Home Of The Overrated Raccoons

 

Battlenet : XPD#11535    Origin/Steam/Epic/Uplay : xpdnz

 

Sea of Thieves Down Under


13912 posts

Uber Geek
+1 received by user: 2470

Trusted
Subscriber

  Reply # 1117072 28-Aug-2014 09:27
Send private message

Asus are generally reliable, but failures happen. Just get a replacement or wait for it to be repaired.




AWS Certified Solution Architect Professional, Sysop Administrator Associate, and Developer Associate
TOGAF certified enterprise architect
Professional photographer




142 posts

Master Geek
+1 received by user: 8


  Reply # 1117090 28-Aug-2014 09:59
Send private message

I don't want a replacement, and why should I need to wait 2 weeks for a repair on a BRAND NEW, 2 hour old, laptop.

235 posts

Master Geek
+1 received by user: 64


  Reply # 1117095 28-Aug-2014 10:11
Send private message

kiwipeter: I don't want a replacement, and why should I need to wait 2 weeks for a repair on a BRAND NEW, 2 hour old, laptop.


Most places have got a 7 day return policy, wouldn't see why mighty ape wouldn't, again have you discussed this with mighty ape? someone higher up than just your general cs?




I'm going to noob myself past judgement

Bee

593 posts

Ultimate Geek
+1 received by user: 109


  Reply # 1117106 28-Aug-2014 10:18
Send private message

Did you ask for anything when you returned the item?

For DOA, I would request a brand new replacement straight away or a store credit and not expect to wait any more than a couple of days...  
But I would communicate this very clearly to the retailer at the time...

CGA seems to back me up but also says :

"It is reasonable for you to allow the retailer to send the goods to the manufacturer or another party to determine the nature and seriousness of the fault, and to rule out any misuse."

If they tell you this will take 2 weeks straight up then that's how long you should wait before further complaining...



142 posts

Master Geek
+1 received by user: 8


  Reply # 1117110 28-Aug-2014 10:21
Send private message

Thanks to all - have escalated.

3337 posts

Uber Geek
+1 received by user: 449


  Reply # 1117789 29-Aug-2014 10:52
Send private message

Typically any bricks and mortar retailer can provide a replacement as soon as the fault is identified by someone who is capable of checking for the fault.
DOA instant replacement (on establishing the fault) is normally 7 to 14 days, depending on the supplier agreement - this makes it VERY easy. But ultimately, good customer service should mean you don't need to know any of this! All they need to do is establish the fault, then give you a new unit.
Why 'establish the fault' you ask? You know what's at play here, after all. It's just that, well, to be honest... most people don't know what's wrong, nor do they 100% know if they've been using their product correctly.
Still.
The turn around should be VERY quick in this situation. If it isn't, it may be because the supplier is out of stock (or never carried it to begin with, and is just a drop shop)... and they SHOULD offer you an alternative / upgrade lickidity split.

Create new topic

Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

N4L helping TAKA Trust bridge the digital divide for Lower Hutt students
Posted 18-Jun-2018 13:08


Winners Announced for 2018 CIO Awards
Posted 18-Jun-2018 13:03


Logitech Rally sets new standard for USB-connected video conference cameras
Posted 18-Jun-2018 09:27


Russell Stanners steps down as Vodafone NZ CEO
Posted 12-Jun-2018 09:13


Intergen recognised as 2018 Microsoft Country Partner of the Year for New Zealand
Posted 12-Jun-2018 08:00


Finalists Announced For Microsoft NZ Partner Awards
Posted 6-Jun-2018 15:12


Vocus Group and Vodafone announce joint venture to accelerate fibre innovation
Posted 5-Jun-2018 10:52


Kogan.com to launch Kogan Mobile in New Zealand
Posted 4-Jun-2018 14:34


Enable doubles fibre broadband speeds for its most popular wholesale service in Christchurch
Posted 2-Jun-2018 20:07


All or Nothing: New Zealand All Blacks arrives on Amazon Prime Video
Posted 2-Jun-2018 16:21


Innovation Grant, High Tech Awards and new USA office for Kiwi tech company SwipedOn
Posted 1-Jun-2018 20:54


Commerce Commission warns Apple for misleading consumers about their rights
Posted 30-May-2018 13:15


IBM leads Call for Code to use cloud, data, AI, blockchain for natural disaster relief
Posted 25-May-2018 14:12


New FUJIFILM X-T100 aims to do better job than smartphones
Posted 24-May-2018 20:17


Stuff takes 100% ownership of Stuff Fibre
Posted 24-May-2018 19:41



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.