Computer ordered from CPL Computing arrived damaged. CPL states "Cannot help you any further in this matter."

Llucksmith on 21/07/2013 - 15:04
Last edited 23/07/2013 - 20:14 by 1 other user

The PC arrived heavily damaged. The GPU was loose (broken retention clip), the HDD was dislodged from the bracket), etc. Photos here: http://imgur.com/a/L6kmn

The box arrived in good condition. It doesn't look like there has been any issues with transit.

I've contacted CPL about this but they keep saying that the problem was not on their end, and that they "Cannot help" any further in this matter.

I live in Sydney and won't be able to go to their shop in Melbourne.

Any ideas?

More details on Reddit

EDIT:

CPL's REP has stated in the forums as well as their last deal listing that they would not only replace the computer, but would also shoulder the shipping costs.

I have inquired about the new computer that I would be getting, asking if the parts would be brand new, or would the parts from the current build be simply transferred into a new case. There is reason to believe that any of the parts and components may have been damaged and could prove to be an electrical hazard in the immediate future.

I am currently awaiting for their reply, and am hoping to have all of this put behind us. I would like to thank you all for your support and input in this ordeal. In the light of things, CPL is looking to remedy the situation. Hopefully all issues with shipping, packaging, and handling will also be resolved. I hope for your continued support for CPL as they have provided us all good deals in the past, and hopefully will continue to do so in the future.

Computing

Related Stores

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  • scotty on 21/07/2013 - 20:55

    Looks like you are getting more response from your reddit posting? Most OzBargainers are probably still kicking themselves for missing out the GraysOutlet coupon today than replying your post here :)

    • 12
    • scotty on 22/07/2013 - 09:51

      Actually received an angry email this morning, using OzBargain's contact form.

      Subject: You have crappy PCs

      You have crappy PCs and I'm never doing business with you. Reddit:
      http://www.reddit.com/r/techsupportgore/comments/1iqt4x/how_…

      Kudoz to the guy who tried to hide his identity with fake ID, a Swedish email address and an Canadian VPN. Except he just followed the link posted by @lucksmith thinking we are CPL Online, despite on the contact form we emphasised that we are not affiliated with the merchants.

      • 24
      • OldBarging on 22/07/2013 - 18:43

        Out of curiosity Scotty, how many of these e-mails do you get each week?

        • 3
        • PresidentClinton on 22/07/2013 - 18:59

          I can imagine a lot of them are from the elderly. So adorable

          • 7
        • Cheeper on 23/07/2013 - 11:00

          The scary part is that those people drive cars and vote!! :-(

          • 6
        • scotty on 22/07/2013 - 19:44

          @Clinton — only adorable if most of them are not angry emails yelling "where the f@&# is my order?"

          • 2
        • cannedhams on 23/07/2013 - 13:55

          "I wish to be taken off the regular home deliveries as I no longer drink.
          Many thanks"

          The funniest thing I have read in weeks.

          • 2
        • scotty on 30/07/2013 - 10:22

          The latest one (sorry completely off-topic now) — someone accused us for scamming them onto premium SMS. What happened was that the said person got scammed by those "Win Coles/Woolies shopping voucher" competition on Facebook, and started receiving the premium SMS (from the mobszo guys).

          She then went to scammer's competition page, and the content has been taken down, replaced by one single <iframe> pointing to OZBARGAIN! So she initially thought we are the scammers.

          Now I have to work with HostGator to have that page taken off-line…

          • 1
        • Moderatorneil on 22/07/2013 - 18:54

          Daily. Here's just a few we received last year

        • Moderatorneil on 22/07/2013 - 19:25

          Some but mostly not (lots of corporate email addresses). Just people bad at Googling. Wonder if there's a Udemy course for that.

        • Forfiet on 29/07/2013 - 20:28

          Oh god please make a big thread with a load of these or a page in the wiki. I'm laughin my ass off at these. :)

          • 0
    • NimitzHarrington on 23/07/2013 - 08:54

      Quite disappointing (wish to say something stronger here but better not!) for the OP to agree to THREATEN OZBARGAIN on the reddit thread when they clearly know it's not OzB's fault. Such strange people we have in this community :-(

      • 1
      • kwchaz on 23/07/2013 - 09:15

        I don't think it's the OP… it is likely someone else who saw the thread on reddit decided to send the email. OP seems to be able to grasp that OZB =/= CPL. :P

        • 5
  • scrimshaw on 21/07/2013 - 21:24

    Here's my theory— The cardboard box is okay, but from the major dent on the case and damaged HDD bay I can only assume that somebody dropped the computer off the table after it was assembled, but some monkey must've just packed the computer into the box while nobody was looking (que innocent whistling) and sent it as it was.

    Otherwise, if it was Australia post's fault, the cardboard box itself would've been damaged (and styrofoam taken most of the shock from the fall).

    The next time people order stuff from CPL they really should do an unboxing video, just to prove them wrong.

    • 9
    • ItsMeAgro on 22/07/2013 - 15:21

      Either that, or OP dropped (or his roommate or someone when he was out?) after opening it…

      • 5
      • plasmoske on 22/07/2013 - 16:03

        That's the most likely scenario. I've known people who've bought Plasmas, dropped them and tried to return them. That's why if I buy something bulky/fragile like a computer, I'd rather pick it up in store.

        I'm going to have to admit to something. There was a time about 6 years ago when I bought a GFX card. I tried to "overclock" it without knowing what the <MOD Removed foul language> I was doing. Managed to kill it. Then I told the seller it came DOA. And bammmm…. I got a replacement. Lol.

        • 2
        • kheob on 22/07/2013 - 16:42

          I really doubt CPL would have packaged the computer up and sent it if they dropped it without assessing the damage. I completely agree with you.

          • 3
        • MarkB4 on 25/07/2013 - 11:23

          Considering nobody actually knows from their own experience (except the OP) either scenario is possible. I see no cause to come down on one side or another. Just to advise buyer of his legal rights seems appropriate, which is done.

          My take on it;The obvious damage to the case (not the box) is significant and seems unlikely to be the result of a fall from hand height to the floor, which is what the OP 'might' have done, as any one of us might do - as some here suspect. Rather the localised dent in the case is the result of significant force applied that probably would dislodge the internal components and more like one suggestion it happened in the back of the van, or by a guilty employee?

          I have worked vans and trucks carrying vulnerable items and have seen how careless, culpable and cunning some people are.

          • 1
  • Garagesale on 23/07/2013 - 00:10

    I got the runsround from CPL last year when ahard drive i bought didnt work.
    I wanted a replacement and it was within 2 weeks and i hadnt dropped it but had picked it up.
    They were very unhelpful and only the threat of hargeback led to them belatedly replacing it.

    The rude response above from CPL is no surprise to me.
    They seem ynaware of Australian law or at least try to bully customers into not enforcing their legal rights.

    Havnt bought fom them since.

    • 8
    • [Deactivated] on 23/07/2013 - 00:21

      …i hadnt dropped it but had picked it up.

      I always seem to have to drop something first before i've got any chance of picking it up.

      • 0
      • wasabisauce on 23/07/2013 - 02:17

        dropped it [from a height] AND had picked it up [from the store] is what he meant ;)

        I was just about to buy something from CPL but luckily came upon this thread. Won't be purchasing from them any more.

        Hope you get this rectified

        • 4
        • [Deactivated] on 23/07/2013 - 15:57

          Born into poverty, i knew it would be a struggle to get ahead in life.
          It was tough at first, with setbacks, but my first success finally affirmed in my mind that i was destined for fat things.

          Anyone ever read Richard Branson's autobiography? I couldn't be bothered, even when they thrust it into my hands on flights, but i reckon it would read something like that.

          • 2
        • [Deactivated] on 30/07/2013 - 04:20

          I luv quoting you freckles…

          My ego quietly enjoys your gentle strokes…

          • 1
        • [Deactivated] on 23/07/2013 - 15:29

          Had not dropped it [from any height] AND had picked it up [from the store] is what he meant.

          I went to University you know.

          • 0
        • PresidentClinton on 23/07/2013 - 15:33

          Tell us more about your struggle?

          • 0
        • [Deactivated] on 23/07/2013 - 22:12

          I believe it's pronounced Yoonehverhsitay.

          • 0
        • one man clan on 24/07/2013 - 13:44

          Now, this is a story all about how
          My life got flipped-turned upside down…

          …I looked at my kingdom
          I was finally there
          To sit on my throne as the Prince of Bel Air

          • 0
        • Forfiet on 29/07/2013 - 21:29

          " I couldn't be bothered, even when they thrust it into my hands on flights" I luv quoting you freckles…..

          • 0
  • Letrico on 22/07/2013 - 14:46

    Kudos to the poster for hiding the box damage with a White CD paper holder. Not sure if it is intentional or it is already there.

    You guys should look closely at picture 1 and 2 and you will notice the big hole damage probably caused by something very heavy stabbing into the box, might be a corner of something heavy stabbing in. That is at the exact location that the dent is in the case which caused everything to be dislodged.

    It is not CPL's fault that the item arrived damaged but it is the courier's fault for mishandling. You can say why not put bubble wrap inside but that does not change the fact that the damage was done by the courier. Some bubble wrap will not protect it from such a massive damage. If the order is insured, CPL will be able to lodge a complaint the AusPost to claim back the item's value and replace a brand new one for you.

    No point going reddit about it =.=

    • 7
    • Store Repcplonline @ CPL Online on 22/07/2013 - 15:01

      Depending on the way the orientation of the case as it was packed, that is a very serious possibility. The box is definitely punctured in the right position to be consistent with the damage alleged.

      • 5
      • Letrico on 22/07/2013 - 15:07

        Unfortunately the community is going with the "bandwagon" and refuse to find fault in the packaging but blaming everything to CPL.

        I believe the poster was trying to be as transparent as possible but I have not seen him admit there was a hole in the box and claiming that the box was perfect.

        I would like the OP to clarify that damage.

        • 7
        • kwchaz on 22/07/2013 - 15:14

          I don't know about you, but in pic #1 it appears taped to the box as if the damage occurred then someone went to some effort to cover it up. Who that was, I doubt we as random OzB repliers will ever know.

          My beef is with the language used in reply to the buyer (or at least, what the buyer claims to have received in messages from CPL), regarding if they were even willing to look into any resolutions. Telling a buyer to chase up AusPost does nothing - AP will not speak with the buyer, they will only speak with the person who actually paid AP the money for postage.

          Also, if I shipped something and did not package it appropriately, my buyers would rightfully insist that it was my fault.

          Was the item packaged appropriately? Considering the 'joke' is that to post by AP, you must pack it like they will play footy with it - no, it was not packaged appropriately. Even if the item were insured, AP will not pay out because CPL failed to provide even the barest of protection.

          • 1
        • andyken on 22/07/2013 - 17:44

          smell something fishy here, are you work for CPL?

          • -2
    • lucksmith on 22/07/2013 - 15:12

      The white paper CD holder was there to begin with. It was stuck on top of the box, as it contains the invoice for my purchase. Have a closer look and you'll see that it actually is stuck with sticky tape, the same kind of sticky tape used to pack and seal the rest of the shipping box. I could take closer photos of it, if you'd like. I have nothing to hide. Hell, feel free to drop by my house if you live out the west and look at it yourselves. The PC has remained in the box after I've packed everything back up.

      • 5
      • annoynimous on 22/07/2013 - 15:55

        somewhere out there, the courier dude dropping this bomb is sipping on some Twinnings and reading the updates…

        • 4
      • Letrico on 22/07/2013 - 15:17

        Cheers thanks for replying. Are you able to check if that hole goes directly to the spot where the dent was?

        If it does then it would be great if you could update your original post and your reddit post pointing out that the box have a serious hole damage caused by the courier and did not come in good condition box

        It is very misleading at the moment as the facts are conflicting.

        • 1
        • lucksmith on 22/07/2013 - 15:20

          Here you go:

          http://imgur.com/94SwYrO

          http://imgur.com/CZmLoki

          Feel free to ask me anything about this sale. If you'd like more photos, please just ask.

          • 6
        • kwchaz on 22/07/2013 - 15:22

          You can't claim it was the courier either - and what does it matter? Either way, CPL offered options for delivery, and were paid by lucksmith to safely transport the item to his nominated postal address.

          lucksmith did not pay AP. His contract is with CPL, who in turn have a contract with AP.

          Not to say AP isn't at fault (it is possible they are), but it is CPL's fault for offering AP as an option and failing to pack accordingly.

          TL;DR CPL are required to resolve this issue with the buyer, and to separately file their own claim with AP.

          • 4
        • Letrico on 22/07/2013 - 15:24

          Cheers seems like my detective work failed! Guilty as charged.

          Oh well it is up to CPL now to deal with AusPost.

          • 4
        • PresidentClinton on 22/07/2013 - 15:21

          Ouch, burn. That ruins your legitimacy Letrico

          • 3
        • lucksmith on 22/07/2013 - 15:35

          For this? I'll always deliver:

          http://imgur.com/cpSlNrB

          http://imgur.com/2FpvNiL

          Hopefully "better" photos.

          • 3
        • ItsMeAgro on 22/07/2013 - 15:22

          OP delivers. Why is the second pic all shaded like that though? Did you turn the lights off!?

          • 1
        • lucksmith on 22/07/2013 - 15:27

          In my attempt to get "better" lighting, I opened up the blinds for the window. It didn't really help. I'll try to get a better photo with better lighting. Stay tuned.

          • 1
        • Letrico on 22/07/2013 - 15:28

          Not sure who downvoted you but sadly my evidence is now in ashes! Professor Layton is disappointed in me.

          • 1
        • PresidentClinton on 22/07/2013 - 15:25

          New scandal. Hope OP delivers again

          • 0
        • foobar on 22/07/2013 - 15:30

          Ah it's not a hole, just the surface of the box tearing off with the tape.

          • 0
        • kwchaz on 22/07/2013 - 15:33

          Don't get discouraged - I don't think anyone else spotted it either, and it was an absolutely legitimate question to ask. Fortunately (? not for CPL :P), in this case, the buyer was not attempting to cover something up.

          • 0
        • Letrico on 22/07/2013 - 15:39

          Solid pictures mate!

          I will still blame it to AusPost :P. They are always an ass in delivering stuff to me

          • 0
    • DJ on 22/07/2013 - 15:11

      Absolutely agree with this most likely being courier/shipping damage. Damage to cardboard boxes can look minimal from the outside.

      Having said that, computer case boxes were designed to ship a certain weight product. Given the manufacturer pours out thousands of them, they can afford to take the hit and/or follow up shipping companies for damages. When you add components to that case, you're definitely exceeding the "padding" capability offered by the box. This is why your Dell/HP/Lenovo arrives with a level of packing, to absorb these impacts.

      • 1
      • lucksmith on 22/07/2013 - 15:22

        There was no padding anywhere else in the box to protect the components inside. The only protection the box shipped with was the original styrofoam padding that the case and it's box came in.

        • 0
  • docpol on 25/07/2013 - 12:52

    Wow, just finished reading this thread and the one posted in the deals. Took me about an hour, good read!

    Anyway, putting my two cents in, not as part of 'the mob' as some would call it, I would side with the customer with this one. I don't want to rehash most of the arguments in the previous posts so I'll be concise as I can:

    1) Try putting yourself in the customer's shoes in this situation and imagine the frustration and what you will do if you've been told that nothing can be done about a >$1000 faulty product that you've just bought. I'm inclined to believe the OP on this point that it arrived faulty judging from his posts. Of course, this is just my opinion - I could be wrong and OP might have accidentally damaged it himself.

    2) I think this is the more important point, I personally don't like how the CPL rep/s responded to the posts here. Sure, you're frustrated that this got a bit out of hand and with the negative comments about this and you're thinking it's not our fault and most likely the customer's. Bear in mind that most of the people here are siding with the OP because most of us are customers/consumers ourselves.

    Granted that you've already agreed to replace the item "as a gesture of goodwill" to appease the online community here but your frustration and annoyance in doing this is reflecting on your posts. You've already decided to cop the fault, I think you should have made the most of it and made it positive for you by showing that you care for your customers and responded with more humility and less pride. Customer care is oft forgotten in this busy world we live in but matters a lot in the longevity and continued success of a business. There used to be a time when the customer is always right. Now, we have to resort to multiple frustrating correspondence, ACCC or online naming and shaming to get customer support for the products/services that we paid for.

    Again, just my two cents.

    • 5
    • MarkB4 on 25/07/2013 - 13:06

      Well said …

      • 1
    • [Deactivated] on 25/07/2013 - 16:42

      Wow, just finished reading this thread…
      Anyway, putting my two cents in…

      I managed to do that without reading hardly anything.

      Something about a bunged up PC - that's all i know - and Hollis should get on his bike.

      • 1
  • Store Repcplonline @ CPL Online on 22/07/2013 - 14:04

    To the concerned buyers. There has been a lot said about the alleged situation with a customer’s machine from last week’s OzBargain special. We apologize for what may seem to be a slow response.

    We have gone over our records and since we have started posting on OzBargain we have shipped out close to 400 systems via AusPost and Fastway couriers around the country with another 350 in pick-up in- store purchases.

    We beseech anyone who has had a similar experience to speak up as we believe that not a single incidence of this has happened. Our products are built, checked by the technician and cross-checked by 2 separate warehouse personnel before being packed and shipped.

    We are somewhat skeptical as to the lack of damage to the box in this case given the severe damage internally. As admitted and highlighted in the forum posts, the box seems to be in good condition which does beg the question of how the damage has occurred if not in transit.

    Lastly we would like to stress that while we are certain that we shipped these goods in a good condition we, as a gesture of good will, would like the affected customer to ship back the unit. We will rebuild a brand new unit and ship it to him at our cost.

    Just now, we have received dozens of orders for this bargain and we thank everyone for their continued support.

    • 4
    • kwchaz on 22/07/2013 - 14:14

      Just to be grammatically pedantic, there is no alleged situation - there is a situation (whether caused by CPL, AusPost, the buyer, combination of the aforementioned parties), the only bit that can be disputed is who is at fault.

      Secondly, the true test of a business is not how many of their customers are those who never had any issues (though that is a positive), it is how a business deals when something out of the ordinary occurs.

      On this point, the allegations claim that CPL have dropped the ball, UNTIL they started stamping their foot and yelling to everyone on the internet about what had occurred.

      That is not indicative of a good business. It is only marginally better than the business who goes 'I don't give a shit if you post it online, <MOD: Language>'. This is 'damn we got caught, guess we better make up for it'.

      • 23
    • OzBrogains on 22/07/2013 - 14:22

      As a gesture of good will? I think you mean as a gesture of our legal obligation. Just like 'as a gesture of good will I choose not to drive above the speed limit'.

      What concerns me more is your inability to understand YOUR legal obligations per the Accc.

      • 13
      • mskram on 22/07/2013 - 14:27

        There is a possibility that lucksmith dropped it himself after unpackaging it. In which case I'm pretty sure they don't have a legal obligation if lucksmith is just a klutz. Either way, they are taking it back and sending a new one, it at least makes me feel slightly better to buy from them

        • 8
      • surm on 25/07/2013 - 12:39

        Looking at CPL's responses, it is fair to deduce that they recultantly agreed to make amends to the affected customer only because of the negative publicity in forums like this. In fact, the initial responses from CPL indicates that the customer had to ship back the computer at his/her expense to CPL.

        For this reason, I will avoid buying anything from CPL. As pointed out, if something goes wrong, CPL resorts to their stock answer, "We've done this many times and others did not have the same problem; so this customer must be lying".

        • 4
      • AlexF on 22/07/2013 - 14:28

        (If customer accepted package without obvious damage to the container and) CPL is disputing that computer left their premises in damaged condition, then what is their "legal obligations per the Accc"?

        • 2
    • lucksmith on 22/07/2013 - 14:30

      Mate, there was no protection for the parts inside. Everything was free to move. There was no bubble wrap or padding of any kind to prevent such damage. I understand that you probably sell a number of systems, and I'm sure that what I've experienced is the minority here, but at the same time, us minority who have had a problem with our purchases still put our good faith in your business. We are still your customers. Just because most of the sales that you've processed and delivered have gone without a hitch, doesn't mean that you should turn a blind eye when something wrong does happen.

      • 11
      • kheob on 22/07/2013 - 16:25

        Why would anyone put bubble wrap INSIDE the computer? To those less savvy and do not open the case to take it out, this would prove to be a fire hazard.

        • 12
        • [Deactivated] on 24/07/2013 - 11:09

          A lot of people still wouldn't know what to do and how to open the case, especially if it involves the use of tools.

          Makes you wonder how they survive really. Lucky for them breathing is involuntary.

          • 3
        • lucksmith on 22/07/2013 - 23:06

          Consider putting a warning label on the case of the computer that states there is protective material inside the case to stop the various parts and components from being too shook up during transit. It's an easy fix, really.

          • 0
        • Trance N Dance on 24/07/2013 - 06:52

          A lot of people still wouldn't know what to do and how to open the case, especially if it involves the use of tools.

          • 0
      • [Deactivated] on 22/07/2013 - 16:06

        I find it strange how you keep jumping between 'the package was insufficient' to 'the damage occurred prior to it being packed'. It is unfortunate for cpl that everyone is ignoring this because of the amount of noise you are making in your fantastic blame storm.

        • -4
        • foobar on 22/07/2013 - 16:09

          At first I thought he meant there was no packing around the tower (as in just the tower in a box, no foam etc), but I believe there was on reading more posts. What I think he's saying was insufficient is that there was nothing inside the tower to support the video card and HDD should any kind of shunt occur. I've seen cards pop out under their own weight so after a hit like the one that case has had, it's surprising it's only out a little. For the HDD to have dislodged like it has would have taken quite the thump.

          • 1
        • kwchaz on 22/07/2013 - 16:09

          Maybe there are two issues? It's not always just one problem.

          • 0
    • wisc on 22/07/2013 - 14:15

      just to add my 2 cents, as you never here the +ives, I've never had any issues with CPL, all the gear i've got from them has been pretty good. I'd usually put them as one of the more reliable suppliers, though i havent really had to return anything - I usually deal with that american/(canadian?) guy, he's pretty cool.

      • 3
      • AlexF on 22/07/2013 - 14:21

        as you never hear the +ives, I've never had any issues with CPL…

        That's because CPL is being paid for a service they're offering.

        • 7
      • lucksmith on 22/07/2013 - 14:27

        I don't have a problem with how CPL deals with their business. I'm sure that they provide good business for a lot of people, and have been doing so for a long time. My issue is with how they handle the issues that arise when something goes wrong. I'm sure that this kind of things don't happen often, but at the same time, they should be a lot more helpful to their customers instead of just showing us the door when something happens.

        • 6
  • lolmao on 22/07/2013 - 22:51

    Good job not being responsible for your goods being safely delivered to your customers CPL. ill be staying away from your store thanks :)

    • 4
  • m2000 on 21/07/2013 - 20:37

    I had a similar problem with Dell. Lucky, Dell happily replaced it and arrange to pick the damage good after sending them some photos.
    but that is with DELL.

    • 2
    • MarkB4 on 25/07/2013 - 11:12

      Dell are professional, include the cost of shipping and insurance, plus it's well packed in my experience. Pity they are pushing Win 8 on most of their PC's though. And they don't list the components of a PC build which is a real put-off for me.

      • 0
  • [Deactivated] on 22/07/2013 - 23:49

    Personally i would never have a PC home delivered - you're just looking for trouble.

    Every major city has a decent local operation who will build pretty much whatever you want. Perhaps you should use one of them next time.

    BTW i remember dealing with CPL in Melbourne years ago - perhaps they've changed but back then they were the pits & i refused to deal with them.

    God i hate computers…

    • 2
    • cannedhams on 23/07/2013 - 14:02

      This.

      I have had builds where I have had to change the video card 2 or 3 times. The local yokels mess you around bad enough, if you were dealing with someone via email rather than camping on their doorstop I think you're just asking for trouble.

      • 0
      • [Deactivated] on 23/07/2013 - 15:27

        Hey that's what i had to do last time.

        It was the third graphics card that finally worked properly. All that wiggly screen stuff i had going on. Mind you that was from MSY - not their fault - probably a bad batch.

        And then i had an old copy of XP & it didn't recognise the new card anyway (had to do that interleaving update crap & produce a new CD).

        • 0
  • abc on 23/07/2013 - 10:58

    Moral of the story

    -If you know what you are doing, buy the components separately and build the PC yourself.

    -If you don't know what you are doing, go to a bricks and mortar retailer or a manufacturer which sells online and buy the pre-built PC.

    • 2
  • Cheeper on 23/07/2013 - 11:34

    ""CPL shouldn't be using Australia Post""

    As someone who has had a computer business and also worked for AustPost I must comment here.

    Firstly… in this instance I sympathise with CPL, not saying that the ops predicament is faked at all, just that I know what some customers try to pull.
    Most customers are ok but there are some out there that try the silliest thing with the product and when it backfires they immediately point the finger at the retailer.
    When you go to the utmost limit to provide customers with a premium product (as I always did) and they resort to underhanded tactics to cover their own failure it becomes very disheartening.
    You do get to a point where you immediately suspect every incident.

    I could not understand why these retailers sell computers and components "mail order" for this very reason. I suppose the only way to get around it is to add a % increase in the price to cover such contingencies.

    As for AustPost… Yes, some employees are rough with the handling of parcels, I have witnessed this, but this happens with all courier businesses.
    With all my mail order receipts I have found that AustPost were the best overall…
    There was a survey done a few years ago where some agency posted a brick and recorded all the info, ie: cost, time to deliver and damage. In that instance AustPost was the winner but it did make interesting reading. One brick was delivered "broken" !!! LOL

    In this instance I hope both parties get the matter sorted and move on. Holding a grudge against a retailer from what may be scant details from a customer is not warranted. If there were repeated instances then that would be understandable.

    In this instance the fact that the carton does not show any impact damage does not support the op. We all know that new comp cases can be damn slippery too so being easy to drop.

    I have learnt now that when expensive items are delivered I get out the camera and take CLEAR shots of the unpacking process. It may even be worthwhile to make a movie of it??
    Doing so not only removes suspicion from the buyer but also gives the retailer believable evidence.

    • 2
    • lucksmith on 23/07/2013 - 11:56

      Hi xwyolap,

      I do understand where you're coming from, and CPL does have every right to question my request for a refund or replacement. However, I have been very cooperative with them about all of this, and only wanted the same kind of cooperation from them initially.

      Also, I've purchased many an item sent to me via Aus Post, and have never really had as big a drama as this happen to me before. I have had everything from cameras, to toys for my son, various electronics, etc, sent to me with no issues whatsoever.

      As I was recording the serial numbers of the various parts and components of the computer this morning, upon closer inspection of the box, I did notice a tear, almost a puncture from a rod at the bottom of the box. I did not notice this right away as it is rather small. However, styro foam in the surrounding area has a small dent, which is also not noticeable right away. This slight indentation in the styro foam is also consistent to the damage to the case. I will try to get photos of this as well to make sure that things are clear. Like I've stated before, I am being as transparent as I can about this incident, and will try my best to continue to do so.

      I usually don't bother with recording the unpacking process of various items that I have bought over the years, but I will definitely consider this for future purchases. It is bad enough that I received a DOA computer, but also for others to question my character, as well as be accused of lying and cheating by other users is not something that sits well with me. However, I do understand the skepticism by some users, and I will just have to give everyone as clear a picture as I can of the situation to erase all doubts that the damage to the system was not of my own doing.

      • 1
      • MarkB4 on 25/07/2013 - 13:09

        Having read through this thread it seems CPL have undertaken to replace the computer and pay shipping both ways. What remains to be seen is if they use new components and not the ones from the damaged PC. That's just sensible business practise, regardless so many are privy to the matter.

        I noticed @lucksmith mentioned a small hole or dent in the cardboard box and styrofoam at the location of the dent in the case - pix would be good. My experience (of many years carrying goods of all sorts in vans and trucks - yes, I'm elderly :) is such that the outer box does not necessarily reflect the inner goods, and cardboard and styrofoam have a certain memory effect (means they can return to their original appearance, or near enough) when the impact site is small. Regardless, that kind of dent doesn't come from dropping a case from hand height to the floor - unless the floor had 'one' small and massive object on it that would make that deep dent (seen in pic 8) and bend the case, which I believe would take more force than merely dropping it.

        If the OP wanted to fabricate evidence all he would have to do is put a hole in the box at the appropriate location and he didn't. He comes across to me as genuine and not the cunning customer that drove @xywolap out of the business.

        That's my evaluation anyway, and with much consideration to buying a PC from afar - not now - for what it's worth. Whatever the cause, good business practise is no blaming and learning from experience. Character is demonstrated by actions, not words.

        So I trust @lucksmith posts back here with the conclusion.

        • 2
    • [Deactivated] on 23/07/2013 - 12:47

      CPL shouldn't be using Australia Post.

      I'd like to retract the last line of my comment, quoted above. It should be more neutral in nature:

      I wouldn't be using Australia Post.

      • 1
  • wintrmute on 22/07/2013 - 12:05

    Look up details on the "Australian Consumer Law".
    It provides some protection about this kind of thing — and as it happens, HP were fined $3,000,000.00 + costs a couple of weeks ago for misleading customers and refusing to honour refunds and warranties for PCs.
    The ACCC is pretty serious about enforcing this stuff, and I'm sure CPL have had run-ins with them before.

    Might be worth trying to speak to someone more senior at CPL about the issue, who recognises the seriousness of the case against them?

    • 1
  • onlyletters on 23/07/2013 - 09:37

    Fuaaaaaaaaark, that looks like its been thrown during transport, I'd contact Australia Post and put a claim in through them!!

    • 1
  • Mapheox on 23/07/2013 - 11:00

    Wow, this looks dropped really hard. I would suggest OP have everything in writing and send the unit back. It is CPL's legal obligation to repair/replace or refund the unit under Consumer Protection Laws.

    It doesn't whether it is CPL or AP's fault, OP just needs to know it wasn't his own fault and deal with the seller. It is up to CPL to recover the cost through their own means (eg. Insurance or AP).

    Best of luck OP.

    • 1
    • lucksmith on 23/07/2013 - 11:22

      Thanks, mate. I've already contacted CPL today about the replacement for my PC, and have also inquired about getting brand new parts instead of having the parts from my current built placed in a new case. I am currently waiting for their reply.

      • 1
  • [Deactivated] on 23/07/2013 - 11:07

    Are people not aware that ANY item sent through Australia Post may experience multiple falls of up to ~1.5m?

    For this reason my local Australia Post recommend using couriers if the item is susceptible to damage.

    CPL shouldn't be using Australia Post.

    • 1
  • MasterNoob on 24/07/2013 - 18:04

    Wow, CPL are douchebags. Help the poor man!

    • 1
  • Aneurism on 21/07/2013 - 16:14
    1. Only buy from CPL if you can pick up the item yourself.
    2. They usually have a warranty void if opened sticker on the box where the case opens. By opening the box and ignoring the warranty void if opened, whilst there was already evident external damage, you add more fuel to the fire giving them more incentive to say that it was caused by you.

    You best bet was to not open the box and call them first up. Telling them it arrived damaged. If they said it wasn't their problem you then call the fair trading in your area and describe what occurs and see if they can help intermediate a resolution.

    • 0
    • epicaricacy on 21/07/2013 - 17:58

      Having a sticker on a computer box stating warranty void does NOT void the warranty. If it contains upgradeable parts, then you are perfectly entitled to open it.

      • 20
      • Store Repcplonline @ CPL Online on 22/07/2013 - 14:19

        Hi Epicaricacy,

        The warranty sticker is there so we know if the internal parts have been tampered with or not. It doesn't actually void the warranty if you break them. We just know that the case has been opened.

        • 0
        • foobar on 22/07/2013 - 14:33

          Out of curiosity, what wording is on the sticker exactly?

          • 5
        • MarkB4 on 25/07/2013 - 11:06

          What's the point of knowing the case has been opened? And why a 'warranty void if open' warning on it if it's not so? Surely you can tell by looking if anything has been tampered with and not have to rely on a broken seal?

          Seriously; I am in the market for a PC but loath to buy from any distance it would have to be shipped from.

          • 0
        • foobar on 25/07/2013 - 15:46

          I guess it must be a secret, either that or it's terribly misleading in what it says, probably "warranty void if broken or removed" or similar.

          • 0
  • TheGMan on 21/07/2013 - 16:58

    I wonder was the goods insured for transit? in which case you may have to go to the courier about this

    • 0
    • kwchaz on 22/07/2013 - 15:24

      That is not the buyer's responsibility - their contract is with CPL, and not with the courier.

      This is why paying for postage insurance is a scam. The seller is the one who should be paying for it to cover their own asses, not the buyer.

      EDIT: That is to say, sellers should include it in prices if they wish to pass the costs on to the buyers, but they cannot argue that not buying insurance means they are no longer liable should anything occur in transit.

      • 8
      • PresidentClinton on 22/07/2013 - 15:27

        Yes, shipping insurance is pretty much a scam. Every shipping company has the same liability as retail outlet- you fail to provide satisfactory services- you pay!

        • 0
      • Zachary on 08/01/2017 - 02:59

        Ok, so what about overseas parts stores where they state something along the lines of: "If you don't pay 2%(for example) of total amount for shipping and handing insurance, we will not do anything about it if it gets lost, damaged or stolen whilst in transit to your postal address"

        So apparently PC Case Gear also does this postage insurance scam too last I bought off them……so in future I should just ignore the extra 2% or whatever it is now, cost of overal total for postal insurance?

        • 0
        • kwchaz on 09/01/2017 - 12:00

          @Zachary:

          You're not as looked after, unfortunately. I'd look into getting a credit card if you could, there are some fee free or low fee options which are worth it. :)

          • 1
        • kwchaz on 08/01/2017 - 19:14

          Overseas companies aren't quite bound by the ACL, but they are often bound by the terms of payment companies like Paypal or even your credit card company.

          You paid them for delivery of a product, and if they fail to provide, then complain to your payment company (e.g., Paypal not received, or credit card chargeback).
          This also applies to PCCG.

          This is why you should not pay for things online with a bank deposit.

          • 0
        • Zachary on 09/01/2017 - 11:02

          @kwchaz: But some companies pass(or they don't and it's just they themselves want an extra 2 or 3% for you using a specific payment service, so for example Paypal may be 2% and using a credit card is 3%, using a debit card is 1%, etc,.) the paypal fee onto you(I think MSY and PCCG does this), so I think that's like 2 or 3% of the total paid…….which is why I pay via bank deposit just to save that 2 to 3 % fee on using paypal…..

          • 0
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