Bricked Asus TF701T- Paypal claim

Tech5 on 14/02/2014 - 16:51

I bought the tablet a few weeks ago now (within 45 days), but recently it went into a boot loop. This is where it repeatedly turns off and on without any way to get out of it. For those that know, boot loader does not work either.

I sent in a warranty claim to DWIcameras (A store off ebay), and am waiting for them to respond. I also opened a paypal dispute which I have not escalated yet.

I'm wondering how Paypal normally rules in these situations? Will they help out at all?

In this situation do I have a choice between refund and repair? I know that the ACCC allows the buyer to pick between refund and repair if the problem is major. I assume the fact that it is essentially an online company will make this a lot more difficult.

Thanks

Electrical & Electronics

Comments

  • p1 ama on 14/02/2014 - 16:58
    +2

    Did you buy it new? If so, it was not DOA, in fact, it worked completely fine until now, so the best course of action is to ignore the store and contact ASUS to request an RMA. They will give you details as to how to send it to them and they will repair/replace it for you.

    It is the exact same process as a brick and mortar store. The only time you ever really get a refund is when it is DOA. Apart from that, it is usually repair or replace, unless the store is openly nice, but usually they aren't because they have to send it back to the manufacturer themselves if they give you a refund.

    I don't think PayPal will help. 45 days is a long time.

    • ProspectiveDarkness on 14/02/2014 - 17:15

      45 days is a long time.

      Their time period for disputes in within 45 days, so technically they should allow it. I agree with the rest of your comment, though.

      • Tech5 on 14/02/2014 - 17:24

        Unfortunately it was a grey import so I think that Asus won't cover it under warranty. It has been about 35 days so far since purchase and about 30 since arrival.

        • p1 ama on 14/02/2014 - 17:31

          They should, most companies now have international warranties. If not you're probably best off just trying to fix it yourself.

          Boot loop seems to be a software issue rather than hardware, a reflash of the OS should do the trick.

      • p1 ama on 14/02/2014 - 17:30

        Yeah, but it's not DOA, so what category of claim would it come under?

        • Tech5 on 14/02/2014 - 17:32

          Well I picked "Item significantly not as described". No category completely covers this but I've heard of other people picking this one.

  • scotty on 14/02/2014 - 17:12
    +2

    Did you open a PayPal dispute straight away? That should have been the last resort if you don't get any support from DWI.

    • Tech5 on 14/02/2014 - 17:22

      I opened a dispute (now about 2 days old) the moment the tablet broke so I would have a backup. I have yet to escalate it for paypal to make a decision as I wanted DWI to give me exchange/refund on their own accord.

      • morpheu on 14/02/2014 - 19:33
        -3

        Backup? You should be asking DWI and Asus for help first, Paypal disputes should be only be a last resort.
        Also you went cheap by buying a grey import which you knew full well did not have local warranty and now you want Paypal to be your 'warranty processor'? Not cool dude! There is a good reason why you got it cheap, it didn't come with the warranty! And DWI are known for selling many grey import products, together with their really low prices, you can't have it both ways
        Nothing personal but as Peter Griffin(Family Guy) would say "What grinds my gears" is this attitude

        • Amaris on 14/02/2014 - 21:10
          +1

          Just because the OP got it for cheap does not mean he shouldn't get a warranty. DWI does offer a warranty and they should cover this fault. However, it is rational for the OP to open a Paypal dispute as a fallback in case DWI ignores his warranty claim.

          The TF-701T does come with Global Warranty and I think you should first contact the local Asus Service Centre

        • morpheu on 15/02/2014 - 12:57

          1)Op's words it was a grey import so I think that Asus won't cover it under warranty
          2)i didn't mean he shouldn't get any warranty, unless there is global/international warranty the general rule is, buy locally, get local support! otherwise you take your chances with warranty from overseas or through retailer(good luck with that!)
          3)with grey imports you sometimes have to pay for return shipping for warranty claims, making warranty claims expensive, so think about it carefully, for example, if the purchase price of grey import is $30 cheaper but to make a claim it will cost $50 return shipping which would you choose?
          4)support local customer/tech support jobs, buy local where possible! i have bought grey imports before but for these warranty reasons i limit them to cheaper items, i won't gamble with a laptop/tablet/desktop etc
          5)local warranty is not the only benefit to locally bought items, a good return policy is important to me too! that's why i like Officeworks, they have a good open ended return policy, try doing that with a grey import without paying for return shipping or some kind of 're-stocking' fee! for the same reasons i stopped buying large purchases from Dick Smith after they cut out their customer change of mind return policy.

  • pjcook on 15/02/2014 - 07:56
    +3

    If the device was working and was delivered to you on time, I fail to see how a Paypal dispute is appropriate?

    The issue is now with the vendor and possibly the manufacturer for resolution, not with Paypal as the vendor delivered the item to you. as per the sale contract.

  • Cheeper on 15/02/2014 - 11:27

    I think paypals obligation ends when the item is received and is found to be in working condition. I could not see them having anything to do with the warranty of the product.

    You have no "enforceable" rights to warranty for items purchased from overseas.
    It is 100% up to the business you purchased from as to how they want to assist you.
    Most often it involves you sending the item back at your cost for their assessment.
    They know this will deter 99% of claims as it is expensive to do.

    Moral of the story…. buy from overseas and forego any Aust consumer rights to achieve the low price.
    Is it worth it?

  • p1 ama on 15/02/2014 - 15:24

    OP, have you even gone the common sense route of restoring the device to factory settings by flashing a new ROM?

    • Tech5 on 15/02/2014 - 16:00

      If you knew more about tablets, you would know what i meant when I said "boot loader does not work either." This means that programs like fastboot, CWM, adb will not work as recovery mode cannot be entered into. There is no way to flash a new ROM without bootloader working first i'm afraid.

      Attempting to flash a new ROM was the first thing I tried when it went into a bootloop.

      I appreciate the help but it won't work in this case

      • p1 ama on 15/02/2014 - 20:03
        +2

        My apologies, I hadn't read. I was just trying to offer an alternative solution.

        I thought it would have been possible to use fastboot or adb.

      • Risser on 16/02/2014 - 09:42

        You didn't happen to brick it yourself? :P

        • Cheeper on 16/02/2014 - 22:55

          Was wondering this too… trying to mod it?

        • Tech5 on 17/02/2014 - 08:24

          Definitely not. The only I don't jailbreak/mod my phones or tablets. I own 2 iphones, an android phone and a tablet and I haven't touched any of them hahaha.

        • Cheeper on 18/02/2014 - 02:54

          What is the hahaha thing?
          Looks like the joke is on you?

        • Tal_Shiar on 18/02/2014 - 03:59

          I haven't touched any of them hahaha

          it reads to me like someone else may of tried…

  • Cheeper on 15/02/2014 - 22:43

    Seems your resolution lies in the hands of DWI and their generosity?

    • Geewhizz on 16/02/2014 - 12:30
      +4

      lol Goodluck with that.

  • Jezzabell on 16/02/2014 - 15:15

    It is so easy to fix yourself. Just google your model and how to unbrick it, will need a pc.

    Oh wait just read that you tried that. Didn't happen to brick whilst installing cfw or a new boatloader? If so will be void of warranty.

  • Zondor on 16/02/2014 - 17:44

    Paypal will refund your money if you sneeze incorrectly while opening the package. You're fine worst comes to worst.

  • tomwood on 17/02/2014 - 06:23
    +1

    DWI is associated with eGlobal, but has more of an official Australian presence, with an Australian domain, and business name registration under ABN 58 003 759 662 of a Trudark PTY. LIMITED. So transactions with the company should be under the full protection of our consumer law, which should apply to any Australian-based eBay seller too. Their contact page lists an 'ATECH Distribution Pty Ltd' as 'Australian local warranty service and technical support agents', whose website is basically just a Return Authorisation form for them…

    • Cheeper on 18/02/2014 - 02:52

      If the item was purchased and sourced from overseas then ACL would not apply imo.
      The fact that the overseas retailer has some form of entity here in aust makes no difference.

      • tomwood on 18/02/2014 - 02:54

        I'm pretty sure it depends on where the entity the transaction is made with is based, regardless of where it's sourced…

        • Cheeper on 18/02/2014 - 14:07
          +1

          From NSW DOFT….
          *Buying from an overseas website
          When you buy goods or services online from a business based in Australia you are protected by the same Australian Consumer Law that applies also to purchases made at a physical store.
          If you buy online from an overseas trader, Australian Consumer Law may not apply and may only offer you limited protection. This could make it difficult for you to benefit from a warranty or to get a refund, replacement or repair if the goods you receive are defective.
          Before purchasing from overseas you should also satisfy yourself that repair facilities and spare parts are reasonably available in Australia.
          *Resolving online shopping disputes
          If you have a problem with goods or services purchased online, refer to the dispute resolution process provided by the site and communicate promptly with the seller to attempt to resolve the issue. If this fails, you can contact your card provider or online payment service eg. PayPal promptly and enquire about a chargeback or refund.
          If a credit card provider or online payment service doesn’t satisfactorily resolve the problem, and the transaction was in Australia, you may contact the Financial Ombudsman Service on 1300 780 808.
          The further options that are available to you depend on whether your transaction was with a private seller, an Australian trader or an ""overseas trader"".
          *****Overseas traders
          If the issue couldn’t be resolved through communication with the trader, you can contact the consumer protection body in the country where the trader is situated, and enquire whether they can help resolve the issue. You can also lodge a complaint through www.econsumer.gov
          There are consumer protection agencies operating online which maintain a database of traders with a record of dubious trading activities. Some also maintain registers of traders abiding by national or international codes of practice for online trading.

          In short… when buying from an o/s located business (usually the receipt will show an o/s address) if you get any warranty service it is out of luck and not consumer right.

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