Getting Refund for Tablet

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Shrapnel

260 posts

Ultimate Geek

#99145 13-Mar-2012 15:58

Hey guys

Just wanted some opinions on my situation. So I picked up an Acer A200 tablet from Noels on the 27th of Dec last year. Ran good for about a month and then the loud speakers still played as well as the headphones when they were plugged in, so I went into Noel Leeming to get it sorted, they guy there tried to ring up the Acer customer service line on the spot but there was a huge line so he said to take it home and ring it and they'll get it sorted. So that's what I did, it took around a week for them to finally get the e-ticket for mailing(after ringing up again!), it got sent in and came back about 3 weeks later. But then, it wouldn't charge! So I go and ring up Acer again and they say it's the charger, so they say they'll send another out, it'll take 3-5 days, over week later; no charger. So I ring up yet again saying there's no charger, they track it say it has been delivered and they'll send another. Me; quite sick of Acer's service, requests a refund. After 3-days of trying to reach the escalation manager I finally get in touch with them, and they say "A refund is not an option at this time", and that another charger was sent on Monday(March 5th) it should be here by Monday 12th. Today is Tuesday and it isn't here. So I'll probably wait to the end the week just to be sure and then I have a few options. Do I go back to Noel Leeming and demand a refund through the CGA (Because the goods haven't been fixed in a reasonable amount of time) even though they didn't carry out the repairs but instructed me on what to do, or do I pester Acer some more(Though I've lost faith in Acer's service and quality now to be honest). Any opinions etc would be greatly appreciated. Cheers

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mattwnz

20155 posts

Uber Geek

#594641 13-Mar-2012 16:40

It is up to the retailer to sort it out for you.

gregmcc

2147 posts

Uber Geek

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#594646 13-Mar-2012 16:44

Take it back to Noels, You paid retail for a reason, after sales support.

Don't let them fob you off and tell you to deal directly with acer, that is their job.

You still need to be reasonable, drop off everything you have, leave a note with your contact details, previous repairs and current fault, along with what you want done to fix it.

Tell them you will be back in a reasonable time 2-3 weeks?? to either uplift the fully repaired unit, or a new unit (not refurbished) or a full refund.

gzt

17122 posts

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Lifetime subscriber

#594662 13-Mar-2012 16:59

gregmcc: Take it back to Noels, You paid retail for a reason, after sales support.

+1

Make sure they try using their charger and see what happens.

That level of service from Acer sounds terrible.

Did you pay by credit card?

stevenz

2802 posts

Uber Geek

#594667 13-Mar-2012 17:04

There's a good reason why I refuse to touch any Acer products...

But yes, Noel Leemings can't opt out of providing customer service, it's their problem to sort out a genuinely faulty product, not yours.

I wonder if they'd expect the same if you'd purchased one of their extended warranties.

@KnightNZ

mattwnz

20155 posts

Uber Geek

#594671 13-Mar-2012 17:07

stevenz: There's a good reason why I refuse to touch any Acer products...

But yes, Noel Leemings can't opt out of providing customer service, it's their problem to sort out a genuinely faulty product, not yours.

I wonder if they'd expect the same if you'd purchased one of their extended warranties.

With another retailer, I found their after sales service significantly better with an extended warranty, than for one that didn't have one. That was for an item that was within the warranty period, another the extended warranty provided additional coverage that the manufacturers warranty didn't cover.

grant_k

3539 posts

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Trusted

#594685 13-Mar-2012 17:32

stevenz: There's a good reason why I refuse to touch any Acer products...

+1

After having 2 different Acer laptops fail at an early age, as well as experiencing poor service from Acer's depot in Greenlane, Auckland, I would not buy any more Acer products in future. Toshiba laptops have never give me any problems at all, so I will stick with them. Not sure if Toshiba have a decent tablet offering though.

Shrapnel

260 posts

Ultimate Geek

#594690 13-Mar-2012 17:50

Thanks for the replies everyone.

So you think I should go back and say that I want a repair in 3 weeks max or a new unit/refund?

I'll never buy Acer again :/

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stevenz

2802 posts

Uber Geek

#594699 13-Mar-2012 18:17

grant_k: Toshiba laptops have never give me any problems at all, so I will stick with them. Not sure if Toshiba have a decent tablet offering though.

They have the AT100 tablet, which is pretty nice, but it's fairly bulky. It does however have a huge number of I/O ports and a user-replaceable battery.

http://www.mytoshiba.co.nz/products/computers/Tablet/AT100/pda01a-001001

They're around $600ish for a wifi only model though, there's plenty of options out there.

@KnightNZ

illicit

553 posts

Ultimate Geek

#595041 14-Mar-2012 12:48

I have the Toshiba AT100 Tablet = Its great.

Yes, they are thicker than an iPad or Galaxy Tab but I prefer it, the others are too thin, it strains your hands with constant use like I do (use it for work, all day every day).

I also managed to run it over with my Van = still worked, cracked the screen obviously, but apart from that everything worked 100%.

anyway, back on topic.

mattwnz

20155 posts

Uber Geek

#595053 14-Mar-2012 13:19

Shrapnel: Thanks for the replies everyone.

So you think I should go back and say that I want a repair in 3 weeks max or a new unit/refund?

I'll never buy Acer again :/?

Best to do it in writing, so you have a record of dates. The consumer website has some letter templates to use.

Shrapnel

260 posts

Ultimate Geek

#596213 16-Mar-2012 17:04

mattwnz:
Shrapnel: Thanks for the replies everyone.

So you think I should go back and say that I want a repair in 3 weeks max or a new unit/refund?

I'll never buy Acer again :/?

Best to do it in writing, so you have a record of dates. The consumer website has some letter templates to use.

I think it might be better for me to just get a straight up refund. As it says on the consumer sight: "The CGA says any goods you buy must be of acceptable quality. If a major fault develops then you have the right to reject the goods and be given a replacement or get your money back. The choice is yours."

Obviously the tablet not charging is a major defect as I cannot use the tablet at all. So therefore I should be able to roll up with it and get a refund. Done, right?

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Shrapnel

260 posts

Ultimate Geek

#602927 31-Mar-2012 15:38

So I thought I might bring this back from the dead a bit with an update. So I go in to get my refund, supposedly not charging is a major defect and grants me an instant refund(As the CGA says). The lady at the counter go's off to talk to the manager after I explain the situation. She comes back and says they need to send it away to check for user fault, though I didn't expect this it is fair enough I guess. She assures me it'll take until the end of the week at the most(This was on a Tuesday). So now two weeks later, nothing. No calls from Noel Leeming, nothing. Rang them up twice, the first time nothing the second time they said our case no. said we had already been contacted. I'm sure I can get this sorted eventually but that isn't really relevant. The fact is Noel Leeming can't seem to do anything right or look after me as a customer. Next time I will steer clear or Noel's aswell as Acer. Not good Noel Leeming, not good.

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