Hi all,
I'm looking for advice for a real predicament I'm in. I've been shopping online for a long time (like most of you) and have never really had any issues regarding warranty or returns before.
I purchased a Gigabyte Aero 17 laptop from Wireless1 ($3099).
After using it, I noticed a really irritating noise coming from the laptop. Others online seem to have had similar with the Aero line and the best description I've read of it is "like a tiny inkjet printer". It did this even while completely idle and on Quiet mode. This bit isn't really that important though.
After speaking with both Wireless1 and Gigabyte, there was really no option but to post it back to one of them to get it inspected before any replacement or refund could occur. I was concerned about how long I would be without a laptop (as I require a high performance laptop for work - I work for myself). Wireless1 recommended I send it to them as I would likely get a much faster result, rather than sending it to Gigabyte, who quoted up to 21 days.
Either way wasn't great as I'm in Perth and it would take a week just to get back there. In any case, I sent it to Wireless1, in original packaging, including box and foam, just how I got it. It was sent via Australia Post using the method suggested and paid for by Wireless1. The outside of the laptop was in perfect physical condition prior to sending.
A week later, it arrived with Wireless1, on 30th October. I gave it a week or so before following up and was told it was still in progress. After several calls and emails over the following week after that, I was eventually advised that no-one had even looked at it yet! This was also clear when they finally called to ask for the password (which I had already provided by email weeks earlier). The guy kept giving timeframes that it would get looked at that were never met and his final excuse was "sorry, but I have no control over when the technician team do their work". I was under the impression the guy I had been dealing with had some level of authority, but this either wasn't the case or the excuse was a cop-out.
About 3 weeks after they received the laptop, I was eventually told that their technicians agreed that there was a coil whine issue and that it isn't normal and should be replaced or refunded. I said I was happy with a refund as I wasn't confident another device wouldn't have a similar issue and didn't want to have to go through this lengthy process again. They said they would need to await approval for that and kept giving timelines for an approval that were never met. A week or so later I finally was advised that the refund had been approved by both Wireless1's supplier and Wireless1 management and that it had been sent to accounts for processing. I was told that would happen within the next 1 or 2 business days.
Several days later I started email making contact to follow up, with no response. A couple of days later, no response again. As you would imagine, my emails are now getting more and more irate with the situation. I had now been without a laptop for 6 weeks, nor with the money to buy another.
Yesterday, I called them and was really forceful in wanting to speak with someone from Wireless1 management. I was told I'd get a call back. I called back twice over a few hours just to re-iterate that I needed to speak to someone today.
I finally got a call back from someone in management who's first comment was to say sorry but you can't get a refund because you've dropped the laptop. I was shocked. He said he had seen the photos, which had been sent to him from their supplier and there was clear external damage on the corners. This was shocking to me and made me fly off the handle a bit. Firstly, I definitely never dropped the laptop, and it was immaculate when I sent it back. Secondly, Wireless1 had it in their possession for 6 weeks, inspected by multiple staff there, and no one mentioned anything about any suspected damage (there obviously was none at this stage). They had done all their due diligence and had APPROVED the refund. I thought I was just calling up about finally getting processed and then he drops this on me out of nowhere! (pardon the pun)
Basically he just said he would need more time to investigate, but it did not sound promising whatsoever. He had a fair bit of attitude (mind you, so did I). I asked that he call me back same day with an update, regardless of whether there was an outcome or not. He kept saying he would "try" without committing, and of course I didn't get a call.
If the laptop is in fact damaged, it clearly was done by Wireless1, or in transit to their supplier, or by their supplier.
It has now been about 45 days since I sent the laptop, and 38 days since Wireless1 received it. I'm so furious about this. I really need the money (or a decent laptop). I'm now fearful that I will get neither. Even if they sent the laptop back to me I have no idea whether its even usable or how bad condition it is in since it has apparently been dropped.
Wireless1 have been so unprofessional throughout. They rarely respond to emails. They never meet timelines. They rarely call back when they say they are going to. There was one small period after the technicians diagnosed that there was a fault where the original customer service guy called me about 3 days in a row just to let me know the refund process was under way and there was just some admin to go through, which was nice, but evidently just words with no action. Haven't heard from that guy for 1-2 weeks now.
I have just had to furnish a new place after moving out of a furnished rental and I have a first baby on the way in 2 weeks. I really need a fast outcome.
What does the OzB community suggest I do?
Thanks in advance!
I will post updates in the comments
TLDR: Laptop purchased from Wireless1. Had annoying noise from day 1. Returned to Wireless1 at their request in perfect condition in original packaging. Took ages for them to even look at it but eventually they agreed after a proper inspection that it was not normal and that I can get it replaced or refunded. Waited a little longer and was then told refund was approved and went to accounts for processing. 2 weeks later still no refund and after multiple calls and requests to speak to management, I finally get a manager who out of nowhere says I can't get a refund because the laptop has been dropped and there is obvious damage on the corners. Was never mentioned earlier and this is 6 weeks after they received it.
Update 12/12/2019 - Repeated attempts to make contact with Wireless1 by phone and email have not been responded to. I did get a response from them via Paypal though after I raised a dispute. They have said they can provide a refund but that they can only do this after a claim with their delivery company is approved and done. From my understanding, this is the delivery company that transferred the laptop from Wireless1 to their supplier, many weeks after it was received by Wireless1 from me. I find this ridiculous. I have nothing to do with that engagement and my refund should not be pending based on that. What happens if the delivery company does not reimburse them? Who knows!
Update 20/12/2019 - I replied to Wireless1 via Paypal right after they sent a message through the Paypal dispute system, requesting immediate refund. No reply at all over a week later. In the meantime I raised a complaint with Fair Trading NSW - took a week or 2 but got a call from them today - they just asked if it was still unresolved. They are going to speak with Wireless1 and get back to me. Now about 58 days since I posted the laptop back.
https://www.accc.gov.au/consumers/complaints-problems
https://www.accc.gov.au/consumers/consumer-protection/where-…