As preface, I purchased a bundle with a CPU, MOBO, RAM, and GPU from them for about $3200 earlier this year (it was not specified how much these parts cost individually in the PCByte order).
Two months ago, I contacted PCByte for an RMA of my GPU I had purchased with them, which at the start everything was going swell. They issued the RMA request to me and I sent the GPU back to them.
Two weeks later they sent me an email telling me that my gpu is currently being sent back to vendor for repairs. A couple more weeks go by and I ask for an update, they tell me it is still being repaired.
Nearly two more weeks later PCByte sends me an email telling me my GPU was unable to be repaired, offering me a refund. Originally, they mentioned that they would be able to offer a replacement GPU if it were not repairable. So I emailed them back asking for a replacement GPU instead of a refund.
Nine days go by and PCByte come back telling me that they could only offer me a different GPU as a replacement if I pay an extra $640, I then ask if they can offer me an identical or zero-sum replacement, PCByte does not acknowledge this email and tell me they can instead offer me $1649 as a refund, which I was expecting atleast $1900 for considering that's about how much the GPU cost at the time of purchase. I then respond telling them I do not wish for this refund and wish for a refund of the entire bundle instead and asking why they ignored me when I asked for a identical/zero-sum replacement, I am still waiting for a reply.
Am I approaching this wrong? Is it normal to not be able to recieve a working GPU back when I request an RMA? Is it normal to have to pay extra just to get a working GPU from an RMA (even during COVID-19)?
P.S. the GPU is an AMD RX 6900 XT
Thanks in advance
I have let them know I will be contacting the Office of Fair Trading if they are unable to solve this issue.
As for requesting a refund to the entire bundle, here is their response:
Please be informed that we have received an update from our management that we can accept the other parts from the bundle to be returned to claim for a refund, however, due to the items being used and opened, it will be subjected to 20% of restocking fee.
Kindly return the items below to proceed refund:
1x AMD Ryzen 9 5900X 12 Core/24 Threads 3.7/4.8GHz AM4 CPU Processor 100-100000061WOF
1x ASRock AMD X570 Steel Legend ATX AM4 Motherboard
1x G.Skill Trident Z Royal DDR4 3600MHz 16GB (2X8) Desktop Memory Silver F4-3600C18D-16GTRS
RX6900XT Bundle 2 ( $3169 ) - Faulty GPU ($1649) = $1520
(Processor, motherboard & RAM ) $1520 - 20% Restocking Fee = $ 1216
Total refund amount = Faulty GPU ($1649)+ Other item with restocking fee ($1216) = $2865
From my point of view, this doesn't seem quite right. I would understand that they would tag a "restocking fee" and would happily pay the fee if I purchased the parts individually, however, I purchased the parts in a bundle, meaning that the entire bundle would be unfit for purpose.
Another way of looking at it would be the equivalent to buying a pre-built desktop, if you buy a pre-built and it turns out to be unfit for its purpose, you would expect a complete refund. However, they are turning this into a way that it would seem that I purchased all the parts separately in the same order and I wanted comlete a refund because one part was broken, a way of looking at that would be if I purchased for example a motherboard and a mouse and I wanted a refund for both the products if the mouse turns out to be faulty.
Here is some info in restocking fees from When you can get a refund:
In most cases, a business cannot place fees or conditions on a refund or exchange. This includes restocking fees.
They can only place fees or conditions on a refund if they:
aren’t legally required to give you the refund
clearly displayed these terms in writing, either in store or on your receipt.
From my point of view, this is being violated as they are legally required to give me the refund for the entire bundle, not just the individual items.
Is PCByte being unfair? Should I fight for the full refund or tank the "restocking fee"?
After the ACCC scare, PCByte have decided to give me a full refund (without the "restocking fee"). If this goes through successfully, I will not be reporting a complaint to the ACCC. However, feel free to share this info as "awareness" to PCByte's shady business practices towards their customers. If you do not jump through the neccassary hoops to get what you are entitled to as a consumer in Australia, PCByte will walk all over you for their own gain.