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142 posts

Master Geek
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Topic # 151521 28-Aug-2014 08:36
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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.

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Uber Geek
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  Reply # 1117020 28-Aug-2014 08:41
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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
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  Reply # 1117022 28-Aug-2014 08:43
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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....

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  Reply # 1117052 28-Aug-2014 09:05
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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
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  Reply # 1117066 28-Aug-2014 09:15
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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

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  Reply # 1117068 28-Aug-2014 09:20
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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




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  Reply # 1117072 28-Aug-2014 09:27
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Asus are generally reliable, but failures happen. Just get a replacement or wait for it to be repaired.




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142 posts

Master Geek
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  Reply # 1117090 28-Aug-2014 09:59
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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.

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Master Geek
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  Reply # 1117095 28-Aug-2014 10:11
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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?




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Ultimate Geek
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  Reply # 1117106 28-Aug-2014 10:18
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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...



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Master Geek
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  Reply # 1117110 28-Aug-2014 10:21
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Thanks to all - have escalated.

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  Reply # 1117789 29-Aug-2014 10:52
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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.

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