TP-Link Warranty Issue

BarginHunter on 04/09/2013 - 11:00

About a 1 1/2 years ago, I bought a TP-Link router from Centrecom. A few months ago the router started acting up, so I lodged a support ticket with tp-link, they told me to take it back to the store and they would either fix it or send me a replacement.

After about 3-4 weeks of waiting for centrecom I finally received a replacement router, unfortunately though as soon as I bought it home I noticed some issues with it. I upgraded the firmware and waited a few more days to see if it resolved the issues. The firmware upgrade fixed one of the problems but the main problem is still there, so I emailed tp-link again.

After some basic troubleshooting steps I received an email from a different tp-link employee telling me that I should return the router and they would give me a new one. The only problem being that I had to pick it up from their sydney office or pay $10 for them to ship the new one and probably another $10+ to send the old to them.

I emailed the employee asking why I was expected to pay $20+ when the issue is from them. It has been two days and I have not received a response, so I was wondering what my options are.

Thanks and sorry for the long post.

General Discussion

Comments

  • PissLUR on 04/09/2013 - 11:39

    it really depends on the company, but i think it is fair for you to pay $20+ to get a new replacement.

    ask them why you cant get centrecom to send back the item.

    • BarginHunter on 04/09/2013 - 12:26

      How is it fair? I bought the router brand new for about $50, so $20 now represents at least half price if not more, not to mention that THEY were the ones who sent a faulty replacement.

      • Cyphar on 04/09/2013 - 16:08

        Companies are allowed concessions when it comes to postage costs. They are not liable for that.

        Look at it like this, if they couldn't fix it after a year, most people would just go out and buy a new router. You are being offered a brand new one again for only $20.

        If you don't like what they are offering, follow it up with the ACCC. Failing that, buy another router. That said, I'd just pony up the cash. You won't find another new router for $20!

        • BarginHunter on 04/09/2013 - 17:11

          Well the router comes with 3 years warranty from tp-link and 1 year from centrecom. Now if they were able to make some sort of arrangement with centrecom before why not now?

          Also what's to say that the new replacement router they send for the faulty replacement router is not itself faulty?

          Shouldn't the onus be on them not to provide faulty routers in the first place? If the router brand new in the box doesn't perform as expected then they should either refund my money or pay for the cost of replacing it.

  • pebee47 on 04/09/2013 - 12:43
    +2

    $50 for a router! Must be top qual!
    Maybe that's the problem

    • c64 on 04/09/2013 - 13:24

      i think tp-link is quite a reputable brand

      @op, what exactly is the problem?

      if you think it is faulty then you can still return it under warranty to centrecom

      • Cyphar on 04/09/2013 - 16:09

        Regardless of brand, $50 is only ever a budget router. I would expect issues when it comes to performing tasks beyond the basics (IE, providing internet access). Anything else would just justify me spending more

      • PLA74 on 04/09/2013 - 16:10

        ya, is it randomly dropping packets or something?

    • BarginHunter on 04/09/2013 - 17:12

      Aren't you just the most helpful thing around. If you're not going to contribute something useful then don't bother.

  • BarginHunter on 04/09/2013 - 17:09

    It just slows down, the internal and external networks both go really slow. Sometimes it gets so bad I can't even load the router config page and I have to reboot the router by taking out the cord.

  • BobD on 05/09/2013 - 07:29

    time to dump this router and cut your losses. The length of the warranty doesn't matter if you are spending more than the product is worth on transportation charges. Do you realise when you send a device like a router for repairs that they do a changeover from repaired stock even if your unit is new. Many companies do this. They can only fix what they can observe so what you get back may have other problems. As pointed out to you previously, a $50 router is cheap and if it has lasted 18 months then it has done well. BTW, when you send an item for repairs it is a good idea to photograph the serial number so you know if the returned item is the same one.

    • BarginHunter on 05/09/2013 - 16:25

      The returned router was in a sealed brand new box, so I just assumed it was a new router. I agree about the first part that it's time to cut my losses, but I don't understand why everyone thinks a $50 router lasting more than a year is something to commended.

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