DSE swap-out warranty

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simon14

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#57610 18-Feb-2010 21:13

I purchased a DSE 4 port wireless ADSL2+ router about 8 months ago and now it's starting to screw up. The internal web interface doesn't load and when it does, only half of the content loads up. I can't actually get in to open any ports etc... I've also had issues when my internet has dropped out and i'm unable to get into the router to check that status, it just fails to load. I've tried a master reset but no change.

According to their website, i can get a swap out warrenty:

Why a swap-out warranty?
We know how important your network is. The last thing you want is to be left high and dry waiting for a resolution. All DSE networking products carry our 1 year swap out hardware warranty. In the unlikely event of product failure, simply return the product to your nearest outlet with your receipt where we will swap it out with a direct replacement, it's nearest equivalent or we will refund your purchase.

Has anyone ever returned anything on their swap out warranty?

Does it matter that i haven't still got the box it came in or packaging? I do still have the receipt.

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#300239 18-Feb-2010 21:48

Take back everything you have, as complete as possible, along with your receipt.

They will either, give you what you give if its a model instock, or if its older and a 'write off' item they will give you your full product value towards a new one. Eg XH1169 $129 - you will have $129 for a new product. If there is nothing similar at a similar price, they may meet you part way (or all the way if you are lucky) towards the replacement.

simon14

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#300241 18-Feb-2010 21:59

Thanks, i'll give this a go tomorrow and let you know how it goes.

NonprayingMantis

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#300331 19-Feb-2010 11:34

supplementary question:

if you get a new product as part of a warranty return, what date does your warrenty end?

suppose I buy a camera and it breaks after 6 months. I take it in and they can't repair it so give me a new camera. Does my warranty start afresh with the new camera or does it continue only for the remaining 6 months of the old camera? (ignore CGA requirements etc for now, I'm just talking about the 'official' warranty)

billgates

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#300334 19-Feb-2010 11:45

they will give you a new receipt with new warranty if they give you a new/replacement product in store.

@simon14, most dse branded products like dse modems/router's are writeoff 's so whether or not you have the box, a instore techie will check the modem/router and if it's faulty, he/she will throw it away and give you a new one with a new warranty.

Do whatever you want to do man.

rscole86

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#300342 19-Feb-2010 12:10

@ NonprayingMantis. If they replace it instore, and it goes through the POS, then you will have a new warranty. If the repair agent replaces it, then you will have whatver remains on the original receipt, or 90 days. Whatever is greater.

@billgates. Key word there is most, there are still some that require a exchange send to service, which means they may only get a one for one swap out. As the store may get it back, and try to sell it as T2. When I left over around a year ago, there was more and more exchange send to service. But no doubt DSE have changed their mind once again.

System

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#300356 19-Feb-2010 12:32

billgates: they will give you a new receipt with new warranty if they give you a new/replacement product in store.

@simon14, most dse branded products like dse modems/router's are writeoff 's so whether or not you have the box, a instore techie will check the modem/router and if it's faulty, he/she will throw it away and give you a new one with a new warranty.

This is exactly what they will do, when you take it in, take back as all the stuff you still have for it and they will test it instore, once the fault is confirmed they will swap it for the same model, if they dont have anymore of the same model you can pick a new modem to go with, paying the difference if it is a better model

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simon14

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#300384 19-Feb-2010 14:05

The issue with my router is that it's temperamental.

They will likely test it and it will work fine knowing my luck....

Attached is a screen shot of what happens:

https://cdn.geekzone.co.nz/imagessubs/blog7b83ef854e245240fe6136914a6c6eb7.jpg

billgates

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#300390 19-Feb-2010 14:16

tried a firmware update? does the same problem occurs when you try a different browser?

if the problem still exists, take few screenshots, print em out and take them with you to the store.

i use to work in the powersquad room @ dse (now geeks on wheel or some crazy name) and looked at this kind of evidence that you provided and swapped products staright away depending on what the POS told me to do. ofcourse I would try things such as firmware upgrade, hard resets and different browsers to see if they fix the problem.

i suggest you take it into a dse powerhouse store (2 in auckland, 1 in hamilton and 1 in wellington now i think). the techies there are dedicated to fixing/repairing things.

Do whatever you want to do man.

simon14

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#300393 19-Feb-2010 14:18

I've checked the firmware and it's got the latest version installed.

The powerhouse stores are too far away from me, i'm on the shore.

I'll print out screenshots and take it in now.

Thanks :)

System

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#300395 19-Feb-2010 14:20

simon14: The issue with my router is that it's temperamental.

They will likely test it and it will work fine knowing my luck....

Attached is a screen shot of what happens:

https://cdn.geekzone.co.nz/imagessubs/blog7b83ef854e245240fe6136914a6c6eb7.jpg

They are used to that side of things, if you explain the problem well enough and they can't seem to fault it they may be able to replace it anyway. Its understandable that some problems don't happen 24/7

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simon14

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#300398 19-Feb-2010 14:22

I just did a test in a different browser and it seems to work fine...

I originally used Chrome and it either doesn't load or half loads.

When i test it in Internet Explorer 8, it loads fine...

hmm.... maybe it's not faulty after all. I don't want to waste their time or mine but i wonder why it doesn't like Chrome?

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System

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#300549 20-Feb-2010 17:44

simon14: I just did a test in a different browser and it seems to work fine...

I originally used Chrome and it either doesn't load or half loads.

When i test it in Internet Explorer 8, it loads fine...

hmm.... maybe it's not faulty after all. I don't want to waste their time or mine but i wonder why it doesn't like Chrome?

Maybe chrome dosn't like it...

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rscole86

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#300556 20-Feb-2010 18:05

You can always call the DSE tech support people, and discuss it with them. If they deem it faulty, ask them to email the store which you will be returning it to, and the store will then honour the replacement with no problems.

simon14

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#300565 20-Feb-2010 18:25

Well, it appears to work fine in IE so when i need to config anything, i'll just use IE instead of my default browser... not ideal but an acceptable work around.

Ragnor

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#300727 21-Feb-2010 15:30

First public release of Google Chrome was in Dec 08 so it's not really surprising the admin ui was never tested against Chrome when it was created/developed.

To most companies Chrome's marketshare is still insignificant enough to ignore.

Ideally all web ui's would use standards based html/css and just work but there are a lot of quirks between the different browsers and I would say the admin ui was developed a long time ago.

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