MLN Refurbished Units

LmicKk on 18/01/2012 - 18:44

Hello

I work for Samsung and thought I would share a case involving MLN as many users of OzBargain are regular customers of theirs.

Yesterday afternoon we had a man call in advising he had just purchased a Samsung monitor from MLN in Essendon (VIC)(brand new packaging).

However upon opening the box, he found a repair sheet with a reference sticker on it. He called the number out of curiosity and was connected to our Service Centre. After speaking with one of the Call Centre staff and providing the reference number, we found that he had actually purchased a unit that was previously owned by a customer that brought the unit to our repair centre only 3 months ago. The panel was replaced as it was deemed faulty at the time.

On the day of the purchase, the item was described to the new owner as "brand new and just received in stock yesterday".

Notifying a customer or labeling that the product they are purchasing is refurbished is fine, however to claim it is brand new is absolutely appalling and also tarnishing the brand name of the unit if a customer assumes it is brand new only to find it fault within days. I contacted the customer back myself and asked he immediately return the unit back to MLN.

I have always found positive reviews about MLN on OzBargain, however I found it necessary to post this here. Having witnessed this case myself, I have unfortunately been deterred from purchasing their products as I am not willing to gamble on the chances that I may receive a refurbished unit without any notification.

I hope for all our customer's sake that this is not a regular occurrence within their business as I believe no one would tolerate this kind of deception. I feel that as someone who works in Customer Service I am obligated to share this experience as a warning, whether this changes your opinion of MLN though is up to you as it is evident on this site that alot of customers have good experiences with them. Each to their own :)

Regards

Mick

Computing

Related Stores

MLN
MLN

Comments

  • Mikinoz on 18/01/2012 - 18:46

    good on yer Mick, although i hope you still have a job in a month or so….

    • scrimshaw on 18/01/2012 - 20:11
      -4

      Why? Is Samsung cutting out jobs?

    • cwongtech on 22/01/2012 - 01:26

      Why would Mick lose his job?
      Defamation only applies if the story is false.

  • dealhunt on 18/01/2012 - 21:13

    I think he means you speak up = you loose the job!

  • tonyjzx on 18/01/2012 - 21:34
    +2

    if he's smart "Mick" isn't his real name and looking at he way he writes… he's not stupid

    i wonder how ozbargain will react to a random person who allegedly slanders MLN

    anyone can register and purport to work for company XYZ and state alleged incidents with company ABC

    • dealhunt on 18/01/2012 - 22:05

      You could be right, but the smart mick told too many details so let see what he/she has to say about it.

    • micKk on 18/01/2012 - 22:16
      +3

      You are right in those aspects. It was difficult deciding whether I should post this experience and my colleague who dealt with this customer also questioned whether I should state where I work as it can be met with both positives and negatives.

      As you said, anyone can say "I am from XYZ and I know/heard this and that" but this is just one of those situations where I placed myself in the customer's shoes and wouldn't want this to happen to me. I know how easy it is for a brand to be labelled poorly if the customer's first-time experience with that product/brand is not to their expectations, especially with no knowledge the unit is refurbished.

      Being a long time user of OzBargain I know the fan-base it has built for MLN, but in order to protect our own consumers, I find it necessary to show this scenario whether many take it on board or not.

      I had hoped the main point of discussion wouldn't be regarding my job security, although given the anonymity of an internet forum, it is to be expected. This is just the quickest avenue to discuss such an issue especially when it is in relation to my customer service role. I am not only an employee but also a customer of Samsung and therefore this topic is just to urge consumers to be a little more careful when purchasing from MLN, even if only based on this one case as I have my doubts it is the only one.

    • MLN on 19/01/2012 - 15:05

      This is complete garbage and untrue.

      • cwongtech on 22/01/2012 - 01:29

        MLN's reponse to:

        if he's smart "Mick" isn't his real name and looking at he way he writes… he's not stupid
        i wonder how ozbargain will react to a random person who allegedly slanders MLN
        anyone can register and purport to work for company XYZ and state alleged incidents with company ABC

        by tonyjzx

        This is complete garbage and untrue.

        Huh?

  • tonyjzx on 18/01/2012 - 22:20

    i think people here are well aware of this company

    fine if you buy in person and inspect and open the item in the shop… but stuff doing mail order with these clowns…

    the shopping-scape is big and ugly enough that you can find any number of reputable companies who don't cheat

    not the first time i've heard of shenanigans with them

    • micKk on 18/01/2012 - 22:34
      +2

      Well after being involved in this I researched a few posts on Whirlpool and found people to have similar experiences. Now the general rule with MLN is as you said, to inspect and open the item in front of them so that it allays any fears.

      You're right regarding the "cheating", although there are still those which provide trustworthy service and over the years I believed MLN was in that category based on the number of recommendations.

      It is very difficult being able to place your trust into a company these days even just basing it on this one case.

      My apologies if similar instances with MLN have been discussed, as this is the first one I have been involved in/know about. I do hope that this is not a regular occurrence with MLN as we do have the occasional monitor repair from customers who have bought from them and we do not wish to see the customers deceived as this one was.

      Regards

      Mick

      • dealhunt on 18/01/2012 - 22:51
        +1

        It looks strange to me that in their purchasing policy and T&C they mention regarding refurbished items but I couldn't find any on their web site.
        And something even more scary is that they steer away from warranty obligations by diverting customers to manufacturers' contacts furthermore MLN only offer warranty for their refurbished items!

        Clearly this is a grey importer or a ship dropping business.
        I wouldn't never buy anything from them.

        • micKk on 19/01/2012 - 10:56

          This is definitely interesting and something that I feel should be highlighted when deciding to deal with MLN.

        • MLN on 19/01/2012 - 15:10

          This is funny, if its grey imported there is no warranty? if it was grey imported you cannot contact a manufacturer to have it repaired by a warranty as it is not covered. This on its own proves its local product. You should stay away from products when the retailer says, you must return the products to us only, this is becuase it has no warranty provided by the manufacturer.

        • MLN on 19/01/2012 - 15:13

          if it is a grey import it cannot be serviced by the manufacturer, how in the world would a local manufacturer warranty a grey import? this is the silliest "proof" I have ever heard. Guys serioulsy think about what you are saying before you post.

    • POWERevolution on 27/01/2012 - 16:53

      I trust OzBargainer and find out the hard way…
      1st time order @MLN but never again!
      Their online sale customer service is nonexistent, took longer to response than what they wrote on their website!

  • BuyoTheCat on 19/01/2012 - 10:13
    +2

    The latest consumer laws say that retailers CANNOT refuse to handle warranty.

  • llama on 19/01/2012 - 10:41
    +2

    What a stupid thread - I love how the tin foil hats have come out!

    Has it occurred to anyone here that MLN might have made a mistake.?

    Yesterday afternoon we had a man call in advising he had just purchased a Samsung monitor from MLN in Essendon (VIC)(brand new packaging).

    Even the customer who bought the unit didn't realise it was not new until they opened it.

    The OP admits that the repair went through the local service centre.

    So a MUCH better question might be to ask why Samsung is sending refurbs and repairs out with no obvious markings on the cartons?

    • micKk on 19/01/2012 - 11:10

      "Stupid" thread met with a stupid reply. I apologize if my original post was not clear enough for you and you have misunderstood.

      Let me try and explain the process to you as simply as I can:

      We received the unit in November to our Service Centre. We repaired it, and provided the ORIGINAL customer/owner with a repair invoice and applied a repair reference sticker onto the unit. How is this not an obvious marking? The unit is a CARRY-IN item, so the customer brought it to our workshop with no packaging/box, therefore our sticker was on the unit itself. It would be on the box as well if one was provided/we couriered it out.

      We did not receive the unit a second time, we merely handled the phone call from the new owner of the refurbished monitor.

      Your "MUCH better question" of why are we sending an unmarked box is flawed as there was no box from us in the beginning. In this instance IT IS UP TO MLN to mark their "new" box as refurbished.

      The original customer clearly returned the unit to the store and MLN did not bother to remove the sticker from the unit nor discard the repair invoice, yet repacked the unit in a new box and claimed it was new. We can verify the repair invoice was with the product as the new customer provided all the necessary details of the previous repair and customer/owner.

      Not only did MLN sell a refurbished product repacked and labelled/claimed as new by them, they disclosed the previous customer's information such as address and phone number. Is this acceptable in your eyes?

      • MLN on 19/01/2012 - 15:00
        -2

        Hi
        it amazes me to find this here.
        Not only would selling refurbished equipment as new be illegal, it is also very stupid.
        We do not sell refurbished equipment,
        nor do we even know where to buy refurbished Samsung monitors from.

        This is a lie and I would love to hear about where you really work. I would ask Ozbargain to remove this immiediately as this post here is not true, completely fabricated and only exists to damage our credibility.

        edit:
        The only way I could this seeing as being true is if Samsung Australia sold refurbished equipment as new to MLN.

        • ATD on 19/01/2012 - 15:21
          +4

          Having dealt with MLN in the past - you guys are dodgy as hell !

          Coming on with the holier then thou with the statement of 'this would be illegal' doesn't impress me. I have no doubt you guys have a closet full of skeletons - even though I know you would deny everything.

          One rule for MLN - buy from someone else.

        • micKk on 19/01/2012 - 15:23

          Correct, what the MLN store in Essendon did was indeed very stupid.

          You do not sell refurbished equipment yet you reference it in your Purchasing Policy T&C. You might want to remove that if you claim you do not sell refurbished units.

          Your post is both shocking and insulting to the general public and you are more than welcome to contact Samsung Australia as this is tarnishing our brand name if the customer deems the product/brand unreliable unknowingly being sold a repaired item without being notified.

          I have simply provided an example to the general public and as an internet forum people are free to discuss and take this into their own accord.

          I would gladly discuss this with you and OzBargain more on this matter however I see that in my attempt to protect our consumers this is fruitful and I am glad my colleagues and I have been exposed to this. Your aggressive and seemingly nervous statement is enough proof without me having to compromise anything further. It is understandable that you would protect your own company which is exactly what I am trying to do here for mine - protecting the brand and product. I withdraw this discussion now to prevent further damage to both companies.

          Regards

          Mick

        • MLN on 19/01/2012 - 15:24
          -5

          ATD, thanks for the vote of confidence, seriously these remarks, are why we stay away from ozbargain now.

        • cwongtech on 22/01/2012 - 01:53

          Mr MLN rep, if you read the original post, it clearly states the model that originated from your store had a repair note attached to it.

          a) Customer 1's repair note/reference is attached to the monitor from previous service job by Samsung Australia
          b) Customer 2 buys Samsung Monitor from MLN, sees the reference number and has no clue what the hell it is so calls up Samsung Australia
          c) And here we are, with a report which you are denying like a kid who's crying over the revelation that the fat dude in your local shopping center isn't actually Santa Claus.

          How does the above give a chance for Samsung Australia to sell that particular monitor, if it was returned to the customer after "a"

          Your attempt to blame Samsung Australia is just NOOB. Your attitude as "This would never happen!" means one of two things:
          Reason 1: You handle all the online orders so you can't take the blame.
          Reason 2: You have too much trust in your employees which Whirlpool points to be a "mix in the bag", and human error has played its part which you are overlooking.

  • MLN on 19/01/2012 - 15:28

    micKk
    hiding on the internet and making accusations is very easy to do. If anything you say had any truth in it, I would have already have heard from you publically.
    Selling refusbished equipment as new is illegal, this is very important to note, the ACCC has some very serious penalties for companies who do engage in this in addition to this, our purchasing department does not even know where to buy refusbished monitors from.
    If you have ever purchased something used as new, you should let the ACCC know, they will have a fun time with the company in question. You dont need to post on forums to have "justice" the ACCC is a very scary institution to those who cross consumer laws. The fines are in the hundreds of thousands of dollars.

    • ATD on 19/01/2012 - 15:33
      -2

      ACCC is not interested in little companies such as MLN concerning consumer disputes. So referring to them holds little weight and is just an attempt of deflection.

      • MLN on 19/01/2012 - 15:37

        ATD, your remarks are laughable, selling second hand goods as new, is a serious offence, this is not a consumer dispute, this is called illegal business practices. I do not see how this would be a deflection. I do not beleive any company in Australia sells used equipment as new becuase its virtually impossible to do so.

        Super large retailers, alays acuse MLN of doing this, becuase they simply cannot comprehend how we can be priced much lower than them, you are probagating what employees of large retailers repeat becuase they do not understand that their companies large operating costs force them to be uncompetitive, our products are the same new products that are sold everywhere.

        • ATD on 19/01/2012 - 15:45
          +1

          Say what you want - I just need to go back and read through a number of saved emails from MLN if I ever need to remind myself about how you guys operate. Having a rational discussion with you guys when your attitude is to deny everything and when you can't deny it - argue the hell out of it, is just a waste of time. You guys have a rep, you earned it - no point having a whinge and a sook about it now.

    • micKk on 19/01/2012 - 15:52

      Indeed it is very easy to do so, as is lying. You ARE hearing from me publicly, that is why we are on this forum. I am speaking as a customer and warning other customers, not as an employee.

      I simply present a question to you. How do you explain a customer calling us stating he had just purchased a "brand new" unit from MLN Essendon, yet it has our repair documentation from October 2011 (I believe I wrote November earlier, however have since looked at the paperwork again) - with the purchase date being the same date he brought it into our workshop. This determines that the product was DOA yet the customer had it repaired, and then decided to return it to you. 3 months pass and a new customer has the exact same unit (repair documentation, customer database, serial number).

      Please amend or clarify your Purchasing Policy to exclude mention of refurbished products if you deem that MLN has nothing to do with them and don't know where to buy them. As a closing statement, I never stated that you PURCHASED a refurbished item. The item WAS new from your department however with these events it is clear it was then re-sold as new. It was my mistake not referring the new customer to the ACCC and this is a mistake I will not make a second time.

      https://www.mln.com.au/info_page/?id=purchasingpolicy

      I feel we are going in circles and this will not resolve anything. I will leave this discussion for the rest of the public unless I deem it necessary to respond. I am glad that OzBargainers have a chance to view this and make their own mind up.

      Regards

      Mick

      • MLN on 19/01/2012 - 16:01

        MicK
        terms and condtions are to cover every angle of possible business past or present, they were drafted years ago to cover the possible sale of refurbished equipment, MLN does not currently or recently (4-5 years) sell refurbished equipmet. 2007 we did have a small range of refurbished notebooks, these were listed under the refurbished notebook sections of our site, which does not even exist anymore.
        Selling refurbished equipment as new, is illegal, unethical and bad for business, no terms and conditions can save you from that. terms and conditions for refurbished equipment would only apply, if the equipment was clearly advertised and sold as refurbished in the first place, you cannot sell refurb equipment as new and then get away with it in your terms and conditions. You cannot make a contract based on illegal practices.

        • MLN on 19/01/2012 - 16:15

          in addition to this, we have never in our history ever sold any refurbished monitors ever, nor do we even know where to get them from, nor are we even interested in stocking them to sell.

      • MLN on 19/01/2012 - 16:05

        micKk I am not hearing from you publically as you know where I am and who I represent and I do not know who you are, if you are happy to contact us directly and state who you are, I would love to hear from you and know who you are. If what you are saying is true, you have nothing to be afraid of anyway. So I look forward to receiving an email from you.

        • tonyjzx on 19/01/2012 - 16:10
          +2

          why would anyone willingly give this information?

          what does the original poster have to gain by furnishing you with his details?

          he might lose his job? what do you get out of it? rope to hang him

          how naive do you think people are? obviously a lot by how you treat your customers

        • MLN on 19/01/2012 - 16:11

          tony, if its true why would he lose his job? if its true we would be fined in excess of $200,000.00 You guys need to be serious. Do not be afraid of the truth.

        • ATD on 19/01/2012 - 16:32
          +2

          "we would be fined in excess of $200,000.00"

          STOP talking rubbish!

    • Geewhizz on 30/01/2012 - 07:14
      +2

      our purchasing department does not even know where to buy refusbished monitors from.

      No one is suggesting that you bought it as refurbished, simply that you sold it that way.

  • Moderatorneil on 19/01/2012 - 15:54

    Let's deal with the issue at hand instead of attacking each other.

    • MLN on 19/01/2012 - 15:56
      -2

      neil I would recommend you delete this post

      • ATD on 19/01/2012 - 15:58
        +3

        That sounds like a threat…

        • tonyjzx on 19/01/2012 - 16:16
          +2

          if these people were serious about this matter they would track down this sale and make it right

          call the customer, apologise and swap it out for a new monitor

          but hey, history has show denying everything is the correct course of action

        • MLN on 19/01/2012 - 16:22

          yes we would love to hear about this, exactly my point, its funny how the first point of contact is ozbargain and not us.
          If it did happen, I assure you we would have already have sorted it out and not needed to hear about it here. Remember if this did happen, it means Samsung gave us the refurbished monitor as new. MLN once aware would have already have swapped it over. The purpose here is only to damage our reputation not resolve anything as.
          1) there is nothing to resolve
          2) its already resolved if it did occur.

        • ATD on 19/01/2012 - 16:39

          @MLN - come across all you want about wanting to "resolve" the problem and then pointing the finger at Samsung saying THEY sold MLN a s/h screen. This is how you guys operate, just keep denying, arguing and deflecting until the other person walks away. The post clearly explains the events and then presumes by way of logic that the 1st purchaser returned it to MLN after Samsung returned it to the 1st purchaser - how else did MLN get their hands on it to sell it again to the 2nd purchaser?

          Your little facade might work on someone who hasn't dealt with MLN in the past where there has been a problem - but its a right laugh to read for someone who has!

        • micKk on 19/01/2012 - 16:48
          +2

          @MLN: You are not my first point of contact as the unit is no longer within our workshop parameters. OzBargain is a perfect avenue where consumers meet to discuss products and I am within my rights as a concerned CUSTOMER to post this, even if I experienced the event as an EMPLOYEE. We were contacted by a customer of YOURS. This is not a direct complaint to Samsung only to MLN. We have redirected the customer back to MLN Essendon where it should have been directly dealt with by your staff. I can assure you that you or they would never admit to MLN's mistake here so it is pointless trying to get the truth out of you.

          My satisfaction is knowing that a customer was averted from being deceived by your company.

          You STILL do not understand the full concept of this whole discussion and frankly it is becoming more than frustrating. I don't know if you are knowingly dodging the issue.

          Your comment that "it means Samsung gave us the refurbished monitor as new" is absolutely RIDICULOUS and shows how inept you are at understanding this discussion so I will simplify this for you yet again since you did not bother replying to my question previously.

          October 2011: MLN Essendon sold a Samsung monitor to a customer. Within the same day, customer calls Samsung Australia advising the unit has a faulty display. Customer's unit is booked in the Service Centre and the panel is replaced then picked up late October 2011. The events that occur from the time the customer took the REPAIRED monitor (that was CORRECTLY LABELLED WITH A REPAIR STICKER and provided with REPAIR DOCUMENTATION) from our workshop is unknown, but expected that the customer was dissatisfied with having a faulty same-day old product and returned it to MLN for a refund or exchange.

          Receiving a call from a completely different customer just 2 days ago (3 months after the initial repair) quoting OUR REPAIR number and the same details as on our database signifies that the unit was RE-SOLD by MLN and CLAIMED as NEW. I cannot be clearer in this.

          We did not "give you the refurbished monitor as new", the CUSTOMER brought back the unit to it's original place of purchase, being MLN Essendon. Your lack of understanding as well as obvious deflection is a clear sign for everyone to see. I see the comments by users of this forum and it is a clear indicator that regardless of my post, most are well aware of your company's operations. You can be assured that I have been lenient in not directing this to management as I do not appreciate the thought of attacking another business financially which is why I have taken such an indirect approach on a forum.

          Clearly this is not going anywhere so perhaps a more direct approach is necessary. I only hope that the new customer received the treatment he deserved in the end and has a NEW unit or refund. Personally, I would be seeking a refund and purchasing the unit elsewhere.

  • tonyjzx on 19/01/2012 - 16:08
    +1

    when companies make one or two mistakes that isn't unforgiveable… people make mistakes

    however a simple google search for MLN shows some really damning incidents… buyer beware

    • MLN on 19/01/2012 - 16:12
      -4

      tony if you type into google I have a sore eye, cancer comes up. for every type of pain, when when typed into google, the result is cancer. I doubt we all have cancer.

      • dealhunt on 19/01/2012 - 16:23

        You said in the past you sold refurbished stuff then you say that you NEVER sold any refurbished stuff!
        This is the good of web forums, any one can see the mistakes…..

        • MLN on 19/01/2012 - 16:26

          dealhunt 5 years ago, we had a refurbished notebook section and thats all, forgive me I forgot about what we sold 5 years ago.

      • spliniter on 19/01/2012 - 16:32
        +4

        your digging a deeper hole for your self just forgot about the haters the more you type the more this will go on

        • MLN on 19/01/2012 - 16:48

          Splinter the threat of that happening is not going to stop me from posting the truth.

        • tonyjzx on 19/01/2012 - 16:50
          +3

          i find is especially funny that they try to deflect this situation back onto Samsung.

          Would you believe that Samsung, a billion dollar company that makes the A5 chip and the Ipad killing Tablet, would try to cheat someone out of $150 LCD?

          or would you believe that a small company made an error of judgement?

          come on

  • Bappy on 19/01/2012 - 16:35
    +3

    This MLN thread in Whirlpool is approx 2 years old - but still full of fun (!) when I read

    http://forums.whirlpool.net.au/archive/1352331

    • dealhunt on 19/01/2012 - 17:05

      Indeed very funny lol

  • dealhunt on 19/01/2012 - 17:03

    @MLN who is going to believe you anymore after you threw the ball back to Samsung, isn't that illegal??

    Also as Mick has said, people would be scared in the future to purchase Samsung products because of what you have done.

    • MLN on 19/01/2012 - 17:08

      Guys thank you, but I am done here.

  • berger on 19/01/2012 - 17:13

    been a lot of good deals from MLN over the years posted here. Wonder if we will see them anymore because of this.

    • dealhunt on 19/01/2012 - 17:29
      -2

      You would think they were deals maybe they were refurbished and sold as new.
      This is just my opinion of course, but I see that mln in not able to clear the mess!

      • berger on 19/01/2012 - 18:04
        +3

        get over it, seriously.

  • PJS on 19/01/2012 - 17:28

    Mick… I too work at Samsung, and you seriously better have your facts right.
    Basing accusations on your team mates experience and slandering our customer? interesting….

    • tonyjzx on 19/01/2012 - 17:32

      if you state the facts, its not slander

    • dealhunt on 19/01/2012 - 17:33

      mln has just slandered your employer by saying that it delivered a refurbished monitor to the retailer and by declaring it as brand new.
      Maybe you didn't read all the thread, you just jumped here…….

    • ozshaz on 21/01/2012 - 23:04
      +1

      Hi PJS welcome aboard to Ozbargain…looking into your details it seems that you joined ozbargain to straightaway jump into this discussion..hmmmmmmm

      • djones145 on 28/01/2012 - 08:14

        look at mickk
        he joined just to create this topic here

        mate i might as well join in the fun
        i work at samsung as well, i'm the CEO

        we go around collect old monitors on the streets that people sont want, place a samsung badge on it and sell it as new
        we sell 15 inch monitors as 30 inch monitors too

    • tatasauce on 21/01/2012 - 23:33
      +1

      "I contacted the customer back myself and asked he immediately return the unit back to MLN."

      Maybe he wasn't really basing his accusations on his team mate's experience.. he actually did contact the customer himself, so he actually had direct contact with the case.

  • alebox on 19/01/2012 - 17:44
    +2

    reading all the above comments, human error, which transcends all type of errors, was not possible in this case? why must the blame instantly go company to company?

    if a common surgery goes wrong, does that make the whole hospital incompetent? of course not

    now I have no idea the previous history that MLN has or the error rates that Samsung has or even the hell who Mick is.

    But unless 10+ of these refurbed/brand new monitors turn up, i'm calling it 'sh*t happens, no matter what measures are put in place'. reading this thread is almost as bad (/sensationalized) as watching ACA or TT.

    • ATD on 19/01/2012 - 18:07
      +2

      Well that seems the most plausable doesn't it. Original purchaser dissatisfied and returned it to MLN (that must have been an ordeal in itself - as I have personal experience of (unsuccesfully) trying to cancel a order due to delayed shipping when I was told otherwise). MLN didn't bother to check it or identify it as being returned stock and put it back on the shelf to sell. Next purchaser buys it as a new item and discovers upon returning home (or having it delivered) its repaired and rings Samsung to work out whats going on (probably after getting the cold shoulder from MLN).

      The above is the logical explanation yet you have MLN dodging and weaving and pointing the finger at Samsung for selling them (MLN) second hand goods. On reflection I don't know if its funny or sad seeing MLN are still up to their usual tricks. So simple mistake (possible - give them the benefit of doubt if you are feeling generous) - yet its MLN attitude that gets them into trouble time and time again. There is enough history around to show this isn't a one off event - until you've had the displeasure of dealing with MLN with a problem, it may be hard to work out what the fuss is about. Some people will sell their soul for a $10 saving which is why I suspect MLN still operates.

    • dealhunt on 19/01/2012 - 20:48

      I see no any error here as well as mln seem not able to clarify for us.
      Refurbished or not refurbished, this is the dilemma!

  • k on 19/01/2012 - 21:40
    +6

    brb getting popcorn.

  • Brooklyn99 on 20/01/2012 - 14:01
    +2

    Obviously, there as been some form of human error or miscommunication somewhere.

    All MLN need to do as a retailer is simply post a simple reply of:

    "Hi Mick, we are unaware of such a situation. Can you please contact and provide me with further details of this issue and we will launch an investigation. Also, if you can, please get the customer to contact me directly and I'll be happy to sort out the confusion/error with him/her"

    This would be the logical customer service thing to follow up on. Being so defensive and arguing with everyone is not going to help their case. It just seems to make them look even more guilty.

    Proper customer service says alot about a retailer's reputation if they are seriously worried about it. Requesting for information rather than demanding for it helps.

  • xuqi on 21/01/2012 - 01:17

    I have purchased three laptops from MLN in the last year. All were delivered within a week. Never had a problem with them.

    I'm not sure why this post was even allowed to stand, or why the MLN rep even bothered to respond. There is no point responding to something like this. The first MLN response just opened the door for the crowd to throw their 2c's in.

    First of all, who buys a brand new monitor and then sends it off to repair on the first day? Why did the original owner not return it to MLN for a DOA replacement.

    Also, if anyone thinks of making such a post, one would presume that they have their facts correct. Mick's story changed as the post progressed. This is never a good sign of truth.

    Please remember that we are in Australia. There is no first amendment right, protecting your free speech. If you say something, you can get sued for slander. While it may not be someone directly involved with Ozbargain administration potentially slandering an entity, by facilitating it, the site too is open to litigation. As this site grows in popularity, it may be worthwhile imposing some restrictions on what users can post here.

    Lastly, I would think that Samsung would take a dim view of an employee making such a post. If you have an issue, take it your management and let them decide how to handle it. Making posts on public forums, damages both parties. They have spent millions and years building up their image. Even is everything you've said is god's honest truth, they will not stand for you making such a post.

    • tatasauce on 21/01/2012 - 01:58
      +1

      "First of all, who buys a brand new monitor and then sends it off to repair on the first day? Why did the original owner not return it to MLN for a DOA replacement"

      First of all, you didn't bother reading the original post properly. =) He didn't say it was sent in for repairs. Customer called because he discovered the repair sheet, and wanted to know what the deal was. The monitor probably wasn't DOA. It was working because it was repaired 3 months ago.

      "ATD, thanks for the vote of confidence, seriously these remarks, are why we stay away from ozbargain now."

      Whether or not the OP is sharing a truthful incident, at this stage I'd cast 70% of my confidence to OP and 30% to MLN. Even if he is a competitor trying to tear down MLN's reputation, I think he's held himself quite well, just by typing more professionally. ;)

      I agree with mediam0de that MLN probably didn't handle this as professionally as they should in their replies. Saying things like they've had it with OZBargain isn't very cool.

      If any company wants to assign someone as rep in a public forum, they would probably want someone that is cool, calm, and can handle public attacks professionally.

      I've bought stuff from MLN in store before. And their customer service differs from store to store. I've enjoyed buying stuff at the West Melbourne store, staff there are friendly. Essendon is a different story altogether. Customer service is always a mixed bag, really depends who is serving you. Not all employees are employed because they have a great personality. I'd placed those with a better smile, and the will to strive in helping customers up the front.

      I'd still buy from MLN, based on great pricing, not on customer service. One thing we have to remember, not everyone buys based on price alone. Service and tact is what attracts a large majority of shoppers.

      Oh, and if I discovered I bought a refurbished item that was mistakenly marked as new I'd return it to the store. And if the store is smart enough to keep me as a long-term customer they'd make it up for me by a simple gesture, such as throwing in a USB memory stick or something similar.

      • xuqi on 21/01/2012 - 02:51

        'First of all, you didn't bother reading the original post properly. =)'

        I was talking about the original purchaser, not the person who recently bought the unit.

        'October 2011: MLN Essendon sold a Samsung monitor to a customer. Within the same day, customer calls Samsung Australia advising the unit has a faulty display. Customer's unit is booked in the Service Centre and the panel is replaced then picked up late October 2011. '

        • tatasauce on 21/01/2012 - 08:58

          I stand corrected. You have now swayed this to a 50/50 for me. Haha.

          Maybe original repair sheet didn't get left on the monitor by original buyer. Maybe both Mick and MLN are correct. Someone in the packing department moved a refurbished unit onto a new pallet.

          MLN did not knowingly sell a refurbished unit, Mick didn't know first repair docket's origins (might not even have been sold by MLN in the first purchase), and 2nd owner couldn't b bothered returning the unit to MLN so MLN didn't get to hear about it.

          Unless Essendon's system shows that no Samsung monitor was sold in the past 3 days, or week!

          If they did sell, maybe they are now calling the buyers to check if everything is ok.

    • dealhunt on 21/01/2012 - 10:33
      +2

      @xuqi previously mln made a treat to Samsung and that is a shame now you made a treat to ozbargain, who are you?
      I smell something like shockpuppetting my 2cents…..

  • tonyjzx on 21/01/2012 - 10:02
    +1

    you must admit MLN's handling of this issue is pure comedy and true to past performance

    i fully expected them to stuff this up and true to form, they didn't exceeded a very low bar

    reality is samsung would scarcely care about the antics of a singular anonymous employee and a small retailer… and how would they follow up this "Mick" anyway… be realistic

    this kind of behaviour by MLN isn't unique… you've seen it before with Gamedude and other notables on other forums

    any company that spews a load of boilerplate and won't address the problem isn't worth dealing with

    • JustSomeGuy on 21/01/2012 - 12:26

      not really… some guy post on ozbargain saying MLN are dodgy with no evidence. We haven't heard from the customer we haven't heard from samsung fair enough MLN are taking it badly. I had a problem with MLN once I went back they fixed it. Some people are saying MLN blamed Samsung all the rep did say was if it was refurbed it came from Samsung, this doesnt mean they are blaming them for the problem(if its actually true) all this statement says is MLN buy all there screen directly through Samsung.

      I hope this doesnt put MLN of from posting on ozbargain would hate to miss out on there deals.

      • cwongtech on 22/01/2012 - 01:46

        Oh please.
        A true ozbargainer uses www.staticice.com.au, also bhphotovideo.com, excaliburpc, us mailforwarding services, or australian US-purchasing servcies.
        MLN's deals weren't all that great.
        What's with the G560 deal, never got the fuss about them. I saw them (MLN) advertise it on Chinese TV (TVBJ). Seriously, the Lenovo E520 was better value (at that time, even better with the frequent Lenovo Coupons), better yet, delivered direct from Lenovo, with better specs.

  • POWERevolution on 27/01/2012 - 16:57
    +1

    Luckily this is OzBargain not their facebook…they'll delete anything that they don't like or complaint.

  • djones145 on 27/01/2012 - 23:59
    +3

    arguing on the internet is a waste of time
    does mick really work at samsung or is he a competitor down the road, or is he some troll who join a few days ago

    he writes a nice story with nothing backing it, can we trust that???

    people on whirpool didnt even believe photo's in regards to that 2 for 1 ipad deal from eglobal
    why the heck would anyone believe a story written by a guy who just joined just to lay it into MLN cause he must have been so disgusted at their practices….

    mate u should be going to ACCC or ur bosses to review MLN contract and their practice
    not posting here…..

    mate this story might be true, and we do have alots of people who dont like MLN customer service and practices, but need a bit more evidence than just a written story!

    • nicksnoobie on 28/01/2012 - 01:10

      You got a point there but I still feel that MLN rep responses was a little strong.

      • djones145 on 28/01/2012 - 08:32

        yeah he was way too strong for a random person posting on a forum!

  • cooldog on 28/01/2012 - 13:35

    will not buy anything there, personally.

    • nicksnoobie on 28/01/2012 - 14:39

      I won't because it's way too far from my place.

  • djones145 on 29/01/2012 - 11:32

    funny how mickk has just disappearred
    after creating on 17, posting on 18, logs in on 23 and gone

    • ATD on 29/01/2012 - 12:00

      Not really, said what he wanted to say and realised what a waste of time it is dealing with MLN. MLN rep stated "not going to stop me from posting the truth."…yet nothing further from him…funny that.

      Read what you want into it, doesn't mean the inference you are asking people to draw is correct.

      • dealhunt on 29/01/2012 - 12:02

        mickk is also going to risk his/her employment, many people seems not understanding this issue.

        • andy19363 on 29/01/2012 - 12:11

          That would depend upon who he works for….
          Samsung?
          MSY?
          Centrecom?
          Perhaps a disgruntled ex-MLN employee?
          who knows?

        • dealhunt on 29/01/2012 - 12:20

          Well, by following your idea you could be mln's employee trying to discredit a genuine discussion, who knows that!

        • andy19363 on 29/01/2012 - 12:21

          indeed…. I could be an MLN sockpuppet…… please stay sceptical…..

        • dealhunt on 29/01/2012 - 12:23

          I'm serious about that :)

      • Tal_Shiar on 29/01/2012 - 16:41

        MLN rep also said he is done here too, see how one comment taken the wrong way can go?

  • andy19363 on 29/01/2012 - 12:06

    This whole thread smells decidedly fishy……

    How true this is doesn't really matter…. there is no way to verify any details.

    What is clear is that, as good as ozbargain might be for a company to enhance it's reputation, it is also a good vehicle for competitors, (and general axe-grinders) to damage that reputation.

    As noted on another post, it seems people here are far more likely to believe negative postings, than positive postings…. with people keen to call "sockpuppet" at the drop of a hat.

    It probably makes sense to remain very sceptical whilst wandering through the ozbargain jungle :) (as I'm sure most of us already do….)

    • djones145 on 29/01/2012 - 13:35

      i have to agree
      man great story but thats about it
      no specific details
      its about as bad a AM radio, those guys can say what ever they want with nothing backing it

    • llama on 29/01/2012 - 14:23

      Absolutely agree - the OP is just a trouble maker who made the ID just to post here and discredit MLN.

      The whole thing is suss in the extreme, and the story is full of holes.

      Don't believe everything you read on the internet.

      • djones145 on 29/01/2012 - 19:30
        +1

        yeah, i'm not saying MLN is right, maybe this is a true story
        but no proof, then its like a waste of time, i can post stories if people like

  • Davo1111 on 30/01/2012 - 00:49

    I'm pretty sceptical of the story as it's a new account

    • ATD on 30/01/2012 - 07:23
      +2

      You should read through MLN's replies. Their stated position and response is that they don't sell refurbished items. However, that wasn't what was stated, what is being alleged is that they sold returned/defective/repaired goods as new. In fact, the quoted comment from MLN sales person was "brand new and just received in stock yesterday". No comment from MLN on that point. Typical dodge, weave, avoid the issues tactics that is MLN's modus operandi.

      Funny side story - I remember I guy I knew on a totally different and unrelated issue who would defend and counter other peoples negative accounts with an "entity" because he never had a problem etc etc. What was funny was about 8 months later he did have a problem and how quickly his tune changed where he now understood what people were saying. Its the old saying, until it happens to you….

      • dealhunt on 30/01/2012 - 08:14

        MLN do not offer direct warranty and this per se is against the rules so they divert customers to the manufacturers.
        But if you read their T&C, MLN offers warranty for their "refurbished" items and so MLN's rep was not able to clarify this like others points too.

        Some users here saying that the OP fabricated all show me that they aren't interested on understanding the issue either they didn't read all the thread or they can be mln's fanbois too.

        Supposing that the OP fabricated all, then why MLN's rep was not able to clearly answer the questions and his own words but preferred to abandon the discussion?

        • andy19363 on 30/01/2012 - 08:54
          +1

          Some users here saying that the OP fabricated all show me that they aren't interested on understanding the issue either they didn't read all the thread or they can be mln's fanbois too.

          Or perhaps a little more questioning and critical in their thinking…..

          Torch and pitchfork clutchers are not noted for those particular attributes…. Hence the popularity of ACA and TT…..

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