MLN Computers sold us a lemon and won't reply!!

OG Puppy Banana on 08/03/2015 - 14:28

Hi all, I hope you're enjoying your day.

My sister ordered a nice Asus laptop on the MLN online store. It was shipped and on arrival, the box was pristine, but the machine had a dinted chassis, cracked optical drive tray and loose screen chassis. Certainly not fit for sales.

Very disappointed, we called the physical stores and they all refused to help as they are franchised, then directed us to the online email process for returns.

We started this process and despite the communications being very rapid in turnover at the start, they have stopped replying completely. In trying to contact their stores again to negotiate an outcome, no one wants a bar of it and my polite message on Facebook asking for help was deleted and I was banned from the page!!

How can I basically achieve the rightful return if no physical store is prepared to help and the online store is a seemingly selective reply/dead email account??

Regards,

Ash

Computing

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Comments

TruckieGal on 08/03/2015 - 15:07

+2

If you paid by paypal or by credit card, you can organise a chargeback - just contact your bank.
dylanando on 08/03/2015 - 15:07

I also got a dodgey desktop computer from them years ago, though there service was excellent, sent it down and they chucked a whole bunch of freebies inside as well! seems they've let themselves go. Are you able to walk into a store?
- OG Puppy Banana on 08/03/2015 - 15:16
  
  +3
  
  No. Unfortunately not.
  
  We have been told that all stores are franchised and since we purchased from their online store, any franchises can't offer us our exchange.
  
  Help is advised as going back and forth through email, sending photos of the damage and then mailing the machine in to be looked at for a decision on the refund.
  
  We are a patient bunch, but the fact that we can't get any help or a way to replace this asap is just not acceptable by retail standards.
  - Oliver on 10/03/2015 - 09:39
    
    I would go into your closest store and ask for their help in getting a response out of the online store. Even though they may not be the store that sent it out, the online store is usually connected to, or owned by some owner with physical stores somewhere. The local store may also have phone numbers to contact head office or the online store and help get some answers for you.
    
    The other problem is that it may have happened in transit while being posted out by Auspost or whoever.
    
    I remember buying a PC case last year from PCCG and the hard drive enclosures arrive all warped and out of place and the mobo frame area was all bent and there were so many dints and things wrong with it. You could see the area of impact on the cardboard packaging outside where some jerk had obviously dropped the whole thing really hard.
Geekomatic on 08/03/2015 - 16:04

+1

Can't hurt to go here:

https://www.accc.gov.au/consumers/complaints-problems/make-a…

Follow the steps as you debate on what the next move might be?

Good luck!
lansalot on 08/03/2015 - 16:40
You're actually in a tough spot as the damage you describe is physical damage that could have been done to the computer at any stage, and this will always become the stumbling block.

I had a similar situation only a week ago. I got a tablet from Coles, one of their cheap $89 Windows 8 ones. I was excited to take it home and get it setup for one of my kids. Similar to you the box was pristine, but when I opened it the screen was cracked. Luckily I took it back and received a refund on the spot. However I had the thoughts that I bet you've had, thinking "What if they reckon I've done this?"

So, it's going to come down to one of a few things:

You'll need to lodge a "goods damaged in transit" notification with the courier company.

If you purchased using a gold (or better) credit card, your goods are insured for the first 90 days and you can make a claim through your card provider.

You can contact Asus (as they cover the warranty of the product) and inform them of the condition of the goods as they were received out of the box.

Failing the above, and with evidence that you have attempted one, or more, of these things you can lodge a claim with the small claims tribunal in your state (unless your purchase was made under a business name, as the tribunal's only cover purchases made by individuals).

I hope this helps, and I hope for you sake you used a gold or better credit card to pay for it. If you don't have one you can get a Gold Debit card even, that still covers all of the insurances you get, but links to a standard account.
- OG Puppy Banana on 08/03/2015 - 18:20
  
  Cheers for the advice.
  
  Not sure about the credit card status, but I'll look into it. That will be very useful.
  
  Perhaps going straight to Asus might be the best bet as mln would look to have nothing to do with us?? It sure seems that way.
  
  I can't imagine how the goods could have been damaged in transit. It looks to me like it was dropped on the edge of a table, then packaged. Box is perfect…
reii on 08/03/2015 - 22:09

+1

It doesn't matter if they're franchised or not, they still need to accept the return if it was genuinely faulty, as they're representing the company.
Source: I work at a retail store that has both franchise/corporate and we get this story ALL the time.
- Randxyz123 on 09/03/2015 - 00:29
  
  This… Go to the store and ask if they can help you. Talk to the manager….They pretty much have a legal obligation to at least look into it for you.
  
  You might need to do a stat dec that it was damaged on arrival and lodge a claim with the courier company.
  
  You are protected by the ACCC laws and they have to comply.
  - Gina Rinehart on 09/03/2015 - 01:13
    
    +3
    
    Yep, OP should NOT go to Asus or CC company insurance claim - MLN CANNOT defer his complaint elsewhere and doing so is illegal!
    
    Go into a store, kick up a stink, get something happening in your favour. Emails are likely going to get ignored, as you've seen with the facebook page.
    
    If they simply refuse, threaten to (and do) call ACCC, if that doesn't change anything, attempt a chargeback with your bank/credit card provider. There is no way in hell I would want them to keep my money after putting up a performance like BLOCKING you on their facebook page - what a joke!
    - [Deactivated] on 09/03/2015 - 22:52
      
      The ACCC will almost certainly send him a rote reply (that MLN MUST give him a replacement or refund) and refer him to his local consumer authority. Important that he contacts the local (state) mob so they can keep a log and provide advice - if enough people complain about MLN that can be used against them. Personally I'd do that AND ask the bank to reverse the payment pending resolution (send them a picture of the damage and all other relevant details).
- Geewhizz on 10/03/2015 - 08:25
  
  -1
  
  The franchisees DON'T have to accept it. He has to return it to where he bought it.
Cheeper on 09/03/2015 - 02:42

Another opinion, for what its worth..
Retailers are 100% responsible for handling problems with products. See Australian Consumer Law on the ACCC site.
While you can contact Asus directly and try your luck there I recommend lodging a complaint first with your vic consumer agency… see here…
http://www.consumer.vic.gov.au/contact-us/online-contact-for…

If the carton was pristine as you say then there is no point in lodging a complaint with the courier.

As already said, the damage you describe is very much like the item was dropped and you can't blame the retailer for thinking this. People have tried this approach before and they know it.
If it is a genuine damaged unit direct from the manufacturer you may have a difficult time convincing anyone of that.

Mail order is good for some things but some things are best purchased at a regular store and opened in front of them before you leave. Such is life…

Good luck.
kaos on 09/03/2015 - 10:36

+3

a franchisee or agent for a particular company IS NOT that company. They cannot be legally held responsible for warranty if you buy from Company X and they are an agent for company x.

MANY agencies/ franchises agree to do this but they are not legally required to do so.

Source- was an Apple dealer for 15 years. Was not Apple. If I was Apple I would be spending my time wallpapering my $100m yacht in large denomination US$. Instead of replying to amateur lawyers in a dark room with no friends.
ibelynn on 09/03/2015 - 11:42

I had a similar experience, when I bought a desktop PC from Victoria to Qld.

While the pc was not damamaged, it would not start.

After futile phone calls and emails, I rang the Victorian consumer dept as listed above from another reader.
They gave me a date which IF they did not respond to me by that date, they would then proceed with whatever they do.
So I sent off an email, (kept a copy for myself) saying I had been in tough with the victorian dept of consumer affairs, and IF I did not get a reply from them and wrote down the date, then the VIC dept would be in touch with them.
Sure enough they responded, and I got a replacement pc
OG Puppy Banana on 09/03/2015 - 12:55

Hi all, many thanks to all of you for the advice in helping us try and figure this out.

We'll go ahead and email back a response date and vocalise consumer affairs like ibelynn mentioned. Then on Saturday, our next free day, go in store like brezzo, xywolap and knick007.

We really appreciate the time you've given to helping us! :)
mick1 on 09/03/2015 - 12:58

For what it's worth, I bought an Asus laptop (not a cheap one) from an MLN franchise. There was an issue which they tried to ignore for 4 or 5 months. Eventually got my money back, but customer experience (ie mine) was as acrimonious and as bad as it gets.
- OG Puppy Banana on 10/03/2015 - 09:45
  
  Wow. that's a shocker. Good thing these stories are starting to emerge in public forum. MLN clearly don't deserve any of our future customs!
citybargainhunter on 10/03/2015 - 05:51

hearing stories like this I will never buy anything from this company ever.
- OG Puppy Banana on 10/03/2015 - 09:44
  
  Yep. The lack of consideration for the customer is heinous at best.
jcmelbau on 10/03/2015 - 10:19

You have every right to chargeback your credit card transaction as goods have arrived but are defective and I would recommend doing so. If anything, it will get the company to start communication with you again. Here is a link to some more information about the process. http://www.creditcardfinder.com.au/how-to-reverse-a-credit-c…

Good luck!!!!

MLN Computers sold us a lemon and won't reply!!

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