[RESOLVED POSITIVELY] Disappointed with Service at PLE Computers W.A.

• 

  Hippy on 04/10/2013 - 14:37

  Humm that is disappointing; I had heard really good feedback about PLE previously, which store was this at?

  also how many is 'a few months' ago that it was purchased (like 4-5?)from what I have gathered it may be worth printing something from the ACCC saying that the product appears to have a MAJOR defect, and that it is reasonably expected to last longer than a few months; given you had a warrenty you expect the warrenty to be honoured and the gear transplanted into another case of equal value, ideally the same case, for no charge.

  not an expert here, but sounds like this is something they should be trying to fix, I had previously had nothing but good feedback from them, and was planning to buy a new rig from PLE Q1-2 next year, let us know how you go with them!

• 

  Riczter on 04/10/2013 - 14:46

  I had some really good feedback from my whirlpool post here: http://forums.whirlpool.net.au/forum-replies.cfm?t=2164360
  It's from the cockburn store. Young Bloke. I'll definitely return back with how they respond. They have a great rep and I don't want to besmirch their name unless they actually deserve it. Going down there in a couple of hours armed with some quotes from the ACCC consumer rights :)

  • 

    Hippy on 04/10/2013 - 16:01

    Yeah sounds like a good idea; wish you much luck!

• 

  Riczter on 04/10/2013 - 16:51

  +3

  Just came back from PLE Cockburn, and the young bloke there at the service desk was very good about it. He explained that it definitely looked like physical damage, and went into detail about how the clips had broked, so he had obviously examined it properly, I went into "reasonable use" "expected to last a 'reasonable' amount of time" "general wear and tear" etc but he wouldn't budge and said that there was no way he could fix it under warranty as he wouldnt be able to get it sent away on his end to the manufacturer. Fair Call.

  I asked what case he wanted to transplant it into, and he showed me. It definitely WASN'T a lower or inferior quality case, i didn't catch the model, but it had a shelf price of $84. So that wasn't unreasonable. The $50 would barely cover the cost of the new case let alone the labour to perform the transplant.

  I pressured him a bit more quoting that you guys were meant to be legends in terms of customer service, (without being narky) and he said how he already offered to try fix it with superglue as a goodwill gesture.

  I DIDN'T start quoting the ACCC to him coz there was no point, I DIDN'T blackmail him with the 'posts on the internet forums' trick, at this stage both would have been petty, unnecessary, and in general a dick-move.

  I suggested rewiring the power button to the reset button, and he said that would work, I asked if he would do that free of charge and he said he would, so I left it at that and thanked him for his time.

  He was a youngish bloke, but acted very professional throughout, at no time did I feel like i was being talked down to, so I am happy with the resolution, happy with the professionalism and customer care at PLE and would buy from them again.

  The End :)

• 

  spoonmugen on 04/10/2013 - 17:13

  surprised - NZXT have decent warranty
  shouldnt be too hard for them to RMA the case back to the distie

• 

  p1 ama on 04/10/2013 - 20:12

  Not sure if this is PLE's responsibility or NZXT's. But either way, glad that it resolved well and that both customers and salesmen both approached it with common sense, trying to understand each other's situation, which is what a lot of cases I see tend to be lacking. :)

• 

  ozhunter on 05/10/2013 - 03:48

  If you bought the case separately from the other pc parts, I wouldn't really think that charging $50 to transfer the internals of your pc to a new case. They should just have to replace or refund the case.

• 

  Ramrunner on 05/10/2013 - 08:58

  I'm in the IT reseller industry myself, and chassis have a full one year manufacturer warranty in Australia. I'm not too familiar with NZXT cases, having only dealt with one. It LOOKS the part, but I found the trays inside a bit flimsy. We tend to use more metal, sturdier and heavier chassis ourselves (we certainly have had no buttons break - they are metal not plastic) but having said that, if a customer requested the use of an NZXT, and the button broke, we WOULD replace with the following conditions.

  I am certain that PLE, if they are a general NZXT stockist, could have approached NZXT to send another button for that case, but that's another story.

  We do NOT stock those chassis, and we have no demand for them, so whereas we would normally order another case (or grab one out of stock, whatever the case may be (pun intended)), temporarily wire the reset as done in this case so the customer could continue to use the chassis (good solution), wait for the order to come in, replace everything, THEN send the broken chassis back, in this case we also would not do so.

  If the customer demanded a replacement, we would take everything out of the chassis, send it back, wait for replacement, and put everything back in when it arrived.

  It is NOT an ideal solution, as the wait could seriously be from two weeks to two months, but if that is what the customer demanded, they WOULD get it. As reseller it IS a responsibility to get things fixed under warranty. We are obliged under Australia consumer law.

  I can guarantee though that they would complain then about the time taken, which would be out of our hands.

  So unless we actually stocked the parts, the customer would not be happy either way.

• 

  Geekomatic on 05/10/2013 - 17:20

  +1

  I'll be the voice of dissent here…

  I'm sorry- but I just looked at a photo of that case & it's a plain old, round/flush power button. In no way ought that thing have stopped functioning. It should have been rectified by that shop- & with a full apology to the owner. The guts ought to either have been swapped to a new case- or- the shop should have procured a replacement button from the manufacturer & replaced it free of charge.

  That- is what a warranty is for. The excuse that a person could "abuse" a round power button is ludicrous.

  Imho- & only if the shop is concerned about their reputation.