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Topic # 243821 3-Jan-2019 15:56
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This will be a long post, I apologize. TL;DR is that Warehouse Stationary is trying to tell me they cannot replace/refund my SP4

 

 

 

I purchased a Surface Pro 4 from Warehouse Stationary in March 2017. A few months after having it, the SSD gave up, and the bios stopped detecting it. I took it back to WS, and they sent it back to Microsoft. After about 3-4 weeks, they sent back a refurbashed SP4. No problem, it worked. For a few months again... I took it back (again) and went through the same process. They sent it to Microsoft, they sent back a refurb, life was good. (You can probably guess where this is going). Fast forward a few more months, and the same issue happened a third time. I believe I may have even made a post here about it, and asking at that time about the CGA and what my steps were. I went to WS, and at that time complained asking for a replacement entirely, or a refund. I was told at that time, that they cannot do so, until it's been sent back 3 times already.

 

I call BS, but whatever, I had them send it back to Microsoft again (their repair center is in Australia).

 

While I was away in CHC over the holidays, my laptop started acting up again. This time, the camera stopped being detected, and the SD card slot stopped working. Shortly after, the SSD stopped again, I rebooted and it came back up, but has been intermittent since then. I got back from CHC, and took everything back to Warehouse Stationary today. The first person at the counter, listened to my story (about this being the fourth time) and stated a "tech" would have to come take a look. No problem. The tech came up, asked some questions then said "Oh, well uh, we don't sell those anymore uh... one sec" and went to the computer.

 

He came back and that's when the excuses started. He stated firstly, that they wouldn't do anything because it only has a one year warrant. I told him that's incorrect, and asked if there was a computer I could log into, to show him that it's still  under warranty (the SP4 has a 2 year by default, not that it would matter). I logged into my MS account, and showed him it was still listed under warranty. He mumbled something and said oh, okay, uh... well... uh, we don't have any anymore so... I said that's fine, you can refund me. He said he would have to "see if we (Warehouse Stationary) can do anything" and went to talk to his team lead. After talking with him, he said they would have to send it back again. I said "For the fourth time?!" he kind of looked like he was lost and said he'd speak with his manager.

 

 

 

No problem, surely the manager has the power to get this resolved. He went and spoke with the manager (who I happened to deal with each previous time). They were off a ways and the manager kept looking at me. After about 15 minutes, the tech came back. He said they cannot replace it, cannot refund it, but "if you (me) want to, we can open another repair ticket to make sure it's the same issue because if it's not, they cannot do anything about it, and the process will take a few days for the manager to look into and decide" I told him that's incorrect under the CGA, but whatever. He then said "It would preferable if you contact our repair center, because that would be quicker". I replied that the repair center is in Australia, and it's their responsibility to take care of it. (Of note, I kept incredibly calm and collected, never raising my voice once, even joked with the cashier and tech). He said he "will get the info from the other computer" and give it to me. Sure I'll play ball. I said how about you do that, and you open a repair ticket for your manager to look at to "decide if you can do anything for me", as well as give me the number for the repair center. He then starts to enter a repair ticket.

 

The ticket prints, he says he'll go look up the info, and he'll be back. No problem, I have all day, and I want this fixed. The team lead sticks around with me, pretty much ignoring me, which is totally fine. The tech comes back, shows me the repair ticket, and gives a piece of paper, saying this is the repairer. Photo attached:

 

Click to see full size

 

 

 

Now, I'm not the sharpest cookie in the jar all the time, however, I have been around computers for quite a number of years. I looked at the piece of paper and laughed. I said "Uh, CoolerMaster makes PSUs and accessories, they have nothing to do with a Microsoft Surface Pro". The (quiet until this point) team leader, whispered something to the tech and then said to me "Oh, no, they are absolutely the repair people, you'll be best to deal with them directly, it will be faster". At this point I was a bit exhasperated. I asked for the store managers number, and name. He gave it to me, and asked if I still wanted the repair lodged. I said yes, but I will be looking into a CGA complaint about this. He said that's okay and he understands. The TL looked perturbed when I said that, but that's fine.

I asked him to make sure the manager calls me within a few days, and that I'll be taking the laptop back with me, as he said it's not needed to "make sure the fault is the same as before". At that point, I took my receipts, and the laptop and headed home where I'm now writing this.

 

So, my question is, am I right to file a complaint right now? Has anyone done so and have any advice? What steps do I take from here? I'm pretty frustrated, but again, kept my cool and even thanked "Joshua" the tech for helping me out, but man am I frustrated. Any advice would be greatly appreciated. Thank you

 

 


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5252 posts

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  Reply # 2153941 3-Jan-2019 16:16
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First thing I would suggest is reading the Consumer Guarantees Act - knowing exactly what you are talking about, and if need be showing the person you are speaking with can be very helpful.

 

Secondly, put your requested resolution in writing to the supplier, having worked out what part of the Act you think applies - ball is in their court then.

 

Make sure you keep a good record of all dealings, and repeated failures - this will help determine if the laptop is of acceptable quality.

 

If you don't then get a satisfactory resolution, then probably off to the Disputes Tribunal.




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  Reply # 2153944 3-Jan-2019 16:20
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I've read it a few times, and fully believe I'm in the right here.

 

As for putting it in writing, do I need to physically mail it to them (I assume their HQ)? Or can it be through email?

 

I've been keeping records of the dealings, and have repair receipts for each repair.


 
 
 
 


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  Reply # 2153954 3-Jan-2019 16:38
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Your call in regards to contacting them - you could try contacting Head Office https://www.warehousestationery.co.nz/content/contact-us.html directly - may be quicker than dealing with a store.

 

Their returns page is interesting though

 

And of course we’ll honour your rights under the Consumer Guarantees Act 1993.

 

That's good.

 

 

 

Experiencing problems with your purchase? Contact the manufacturer’s customer services.

 

Didn't one of the other big retailers only recently get into trouble for saying something like that?




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  Reply # 2153956 3-Jan-2019 16:41
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Cheers for that, I'll try the main office and explain as I did here.

 

 

 

RunningMan:

 

Experiencing problems with your purchase? Contact the manufacturer’s customer services.

 

Didn't one of the other big retailers only recently get into trouble for saying something like that?

 

 

Pretty sure it was PB Tech, or Noelleeming, they both have been in trouble for similar recently.


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  Reply # 2153958 3-Jan-2019 16:43
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Taubin:

 

Cheers for that, I'll try the main office and explain as I did here.

 

RunningMan:

 

Didn't one of the other big retailers only recently get into trouble for saying something like that?

 

 

Pretty sure it was PB Tech, or Noelleeming, they both have been in trouble for similar recently.

 

 

It was Noel Leeming, which happens to fall under the same corporate banner as Warehouse Stationery. Clearly they haven't learnt anything.


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Master Geek
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  Reply # 2153962 3-Jan-2019 16:48
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I personally feel you have done your bit with the retailer.  Document it, and now go to the manufacturer.  I got a replacement on a 3 year old bosch washing machine.  Be clear that you want a refund under the CGA.  Beyond that, lodge a disputes tribunal claim.  Only costs $40 I think.


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  Reply # 2153963 3-Jan-2019 16:51
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I'd definitely file a complaint - with both the Commerce Commission and with the Warehouse. I think they be misleading you on your rights in regards to whether they now have to replace/refund.

 

I've read about some companies asking a customer to drop their Comm-Comm complaint in exchange for getting a quick resolution to their problem. If the Warehouse Stationery tries this, don't be tempted to give in.


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  Reply # 2153965 3-Jan-2019 16:53
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marej:

I personally feel you have done your bit with the retailer.  Document it, and now go to the manufacturer.  I got a replacement on a 3 year old bosch washing machine.  Be clear that you want a refund under the CGA.  Beyond that, lodge a disputes tribunal claim.  Only costs $40 I think.



If he does that, WS avoid their responsibilities and obligations under CGA - which is so wrong. These guys and NL - both part of Warehouse Group - make me incredibly angry with their BS CGA responses.

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  Reply # 2153966 3-Jan-2019 16:57
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eracode:
marej:

 

I personally feel you have done your bit with the retailer.  Document it, and now go to the manufacturer.  I got a replacement on a 3 year old bosch washing machine.  Be clear that you want a refund under the CGA.  Beyond that, lodge a disputes tribunal claim.  Only costs $40 I think.

 



If he does that, WS avoid their responsibilities and obligations under CGA - which is so wrong. These guys and NL - both part of Warehouse Group - make me incredibly angry with their BS CGA responses.

 

I dont think thats the case.  A retailer would normally just deal with the manufacturer anyway.  The idea of going through the retailer is that the original contract is between yourself and the retailer.  In many cases the retailer just refer you to the manufacturer - thats not correct, but personally I would just want an outcome.  Who cares who you are dealing with.  The other aspect I really liked about it was I had all the communications from Bosch and I knew what was happening at all times.

 

 


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  Reply # 2153968 3-Jan-2019 16:58
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Time to play hard ball I'd say, collect or print off the forms to lodge a disputes tribunal hearing.

 

Go into Warehouse Stationary and speak to the duty manager.

 

Put the forms on the desk, with the laptop, tell them you are rejecting the laptop as being a substantial fault, ask them for a refund, and when they refuse, ask them for their details and a pen so you can complete the disputes tribunal application.

 

 





---
James Sleeman
I sell lots of stuff for electronic enthusiasts...


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  Reply # 2153969 3-Jan-2019 16:59
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I am lending you my emotional support. How you can remain calm...



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  Reply # 2153971 3-Jan-2019 17:03
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I just found out you can lodge it online, so I'll do that now.

 

I'm quite over it, I have the manager details I was given, so I'll use that for my complaint, and copy and paste what I've written here.

 

As for remaining calm, I worked retail and tech support long enough to know it's no the fault of the person I dealt with, no sense in getting all worked up with him, that would just be detrimental to my cause. I've learned it's better to walk away than to throw a fit.


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  Reply # 2154023 3-Jan-2019 17:25
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sleemanj:

Time to play hard ball I'd say, collect or print off the forms to lodge a disputes tribunal hearing.


Go into Warehouse Stationary and speak to the duty manager.


Put the forms on the desk, with the laptop, tell them you are rejecting the laptop as being a substantial fault, ask them for a refund, and when they refuse, ask them for their details and a pen so you can complete the disputes tribunal application.


 



Yes. Do this.



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  Reply # 2154025 3-Jan-2019 17:29
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Thank you all for the help, I have uploaded the receipts from repairs, as well as the complaint to the complaint online. At this point, I'd rather do that than to deal with the manager again. I feel I'm quite right in this one.

 

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  Reply # 2154058 3-Jan-2019 18:40
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Taubin:

 

I've read it a few times, and fully believe I'm in the right here.

 

As for putting it in writing, do I need to physically mail it to them (I assume their HQ)? Or can it be through email?

 

I've been keeping records of the dealings, and have repair receipts for each repair.

 

 

4 significant failures, they should offer you a refund. 

 

I've been to disputes a few times, all successful, and I think you have a reasonably good chance of winning.  

 

In the resolution section of the disputes form, ask for the full purchase price to be refunded. 

 

In all likelihood, they will just give you a refund prior to the hearing. 

 

 

 

you could also make a complaint to the commerce commission... not that they ever do anything. 


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