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461 posts

Ultimate Geek


# 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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461 posts

Ultimate Geek


  # 2156884 9-Jan-2019 10:55
6 people support this post
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Before I've had a chance to call them, I received the following email from them:

Hi Dustin

Thank you for your email and bringing this to our attention. At The Warehouse we take all complaints seriously and we appreciate you taking the time to contact us.


I am sorry that you have experienced an ongoing issue with the Microsoft Surface laptop and the poor customer service experience you received during the repair process at our Wairau Park Store.  


Upon investigation we are happy to process a full refund for the Microsoft Surface laptop and we will be sending you a courier bag for the laptop so we can send it back to our Wairau Park store.

Please email me your bank account number so we can make a manual payment to your account and your address so we can send the courier bag to you.

If you need to email us further information or questions relating to your enquiry please reply to this email, or contact us on 0800 222 246 (8am-6pm weekdays and 9-4pm weekends) your reference number is xxxxxxxx.

Kind regards,

Dona | Customer Engagement Coach | The Warehouse Stationery |


I've not had a chance to reply yet, but it looks like I'm at least getting someplace.

[Mod edit| reference number removed]

461 posts

Ultimate Geek


  # 2157425 10-Jan-2019 11:36
4 people support this post
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Hopefully final update on this. I recieved the following this morning:



Hi Dustin


Thank you for your email and confirming the amount.




I can confirm that I have requested for your refund of $XXXX.XX to be processed today, please allow 5-10 business days for the refund to show in your account.




A courier bag has also been posted to you and should arrive within 3-5 business days.

If you need to email us further information or questions relating to your enquiry please reply to this email, or contact us on 0800 222 246 (8am-6pm weekdays and 9-4pm weekends) your reference number is [redacted].


Kind regards,

Dona | Customer Services Representative | The Warehouse Stationery | Phone: 0800 222 246 | Website:





I'm sad that it took this amount of pestering to get a resolution, however it seems one has finally come. Now if anyone has any suggestions on a good, light laptop (preferably with usb type c) to replace this one, I'd love to hear about it!

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