Broken Motherboard covered by ACL Guarantee? Expired 12M Manufacturer's Warranty

Lholysmokiing on 19/09/2017 - 10:34

Hey all,
My Asus laptop is 1 year 8 months old. A week ago, the laptop stopped working. A local technician advised it was a major failure (motherboard) and should not have happened.

I called ASUS who said they could not repair it fee-free as the manufacturer's warranty had expired.

I'm disappointed, as I expect my laptop to last at least 2 years.

Is this warranty issue covered by ACL? Or is this normal?

(If so, can you point me towards a specific page? Can't seem to find much about warranty length for laptops on ACL.)

Thanks all 😊

Electrical & Electronics

Comments

  • k-rokfm on 19/09/2017 - 10:38

    Just because manufacturers warranty is specified 12 months doesn't mean you're not covered. You should be covered by ACL as a laptop would be reasonably expected to last 2+ years. It also (to some degree) depends on how much you spent on it. How much was it?

    • holysmokiing on 19/09/2017 - 13:45

      Hi thanks for your response. I got it on sale - usually around $1000, but I got it for $690.

  • LaScrooge on 19/09/2017 - 10:49

    Another suggestion I've done in the past is have a chat to the local repair agent (for Asus in your case). I've found because they're 'human,' they tend to be a bit more reasonable.

    I'd say they're pushing their luck denying to repair it as it sounds like a 'major failure.'

    Maybe try the seller of the item (I presume you didn't buy from Asus direct), then Asus repairer, ASUS again, and if all else fails ACCC or Fair Trading.

    Don't forget if you purchased on Credit Card, some have extended warranty (check your PDS).

    You're seeking to rely on s 54 of the ACL based on what you've said.

    https://www.accc.gov.au/publications/advertising-selling/adv…

    • holysmokiing on 19/09/2017 - 13:48

      I bought it from an Aussie eBay seller, who directed me to apply for ASUS warranty. I called the ASUS repair line and they advised I'd have to pay for the repair (+ $77 assessment and postage fee).

      Okay, so I should pop down to a local ASUS dealer and see if they could look into it for me?

      Thanks for the ACL link.

      • LaScrooge on 19/09/2017 - 15:57

        You can either seek recourse through Asus or the eBay seller.

        No I'm not saying go to an Asus dealer. I'm saying contact the authorised repairer for Asus if local and have the conversation. Much in the same way Apple has resellers and authorised repairers, I imagine Asus would have something similar.

  • Almost Banned on 19/09/2017 - 11:24

    The question really turns on the reasonable lifespan for the product.
    There is no easy answer to that as it depends on various factors, including cost as k-rokfm said above.
    You might want to look at this: https://www.google.com.au/url?sa=t&rct=j&q=&esrc=s&source=we…
    The biggest problem with the ACL is enforcement. It is easy for you to say the reasonable lifespan of a laptop is 2 years and demand repair, replace or refund. It is equally easy for the supplier to claim it is 18 months and deny any recourse.
    In order to enforce your rights you have to go to Court (or, if you are lucky, you might get consumer affairs to chase it for you). Who goes to Court over anything less than tens of thousands??? No-one.
    So, your rights are only as good as the supplier's compliance.

  • blitz on 19/09/2017 - 11:47
    +2

    I purchased a Samsung 900x laptop in December of 2012. About a month ago, the power supply stopped working. I called Samsung and they organised to have it checked and then sent me a replacement free of charge. They were the ones who volunteered that it would be covered under the ACL. I was very impressed.

    I think you are right to be annoyed.

    • techno2000 on 19/09/2017 - 12:54

      wow. So they replaced a 5 year old product.Impressive indeed!

  • Symbiotic on 19/09/2017 - 12:26
    +1

    Should be covered by ACL. 3 keys came off my Lenovo Y460 a month after the 1 year warranty expired. I called them up (ready to pay for a repair) and they explained it'd be picked up, shipped, fixed and returned for free because it was covered under ACL. Try calling support again and explaining you think it is covered under ACL. If that doesn't work get it in writing (email / support ticket) that they won't fix it or replace it, then get in touch with the ACCC.

    Also have a look at this

  • Nutrino on 19/09/2017 - 12:40
    +1

    it was a major failure (motherboard) and should not have happened

    How dare they sell you a laptop that develops motherboard issues. Hang em high I say!…

    • hell0 on 19/09/2017 - 12:43

      "Hang em high I say!…"

      Stop talking crap… The real party in the wrong are the psychics who instead of phoning the OP and telling them pre-emptively not to buy the laptop were just sitting at home watching daytime TV.

  • hell0 on 19/09/2017 - 12:41

    Yes, it should be covered by the ACL. If the retailer is larger like Harvey Norman/Myer or a big box store then I would go to them to get your warranty… But being ozbargain I have a feeling it was purchased from a no-service type of store like MSY which will frustrate you so much in trying to explain what the ACL is that you might as well go to the manufacturer.

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