Any Advice on Getting a DOA Replacement Expedited with KOGAN?

LRembrandtQZulu on 17/12/2018 - 11:21

I purchased a certified refurbished Surface Book with Performance base in the recent black friday sales from Kogan.

The unit I received unfortunately had a hardware issue with the memory.
I contacted Kogan support on the day I received it, and patiently went through their troubleshooting process to arrange to send the unit back for replacement.
The initial contact took over a week, but I provided 2 videos to them of confirmed issues.

The first video shows the unit encountering a BSOD during the first run setup.
The second video shows the unit running the Microsoft memory diagnostic tool which confirms a hardware issue.

It took over a week to receive the RA and postage to send the unit back, and another week for the unit to get back to them.

They are now advising me that it may now take another 14 BUSINESS DAYS to get the unit examined.

As you can probably guess, I am not very happy with that response.
I have started to make some noise with them on Facebook and Twitter (I created a twitter account just to message my displeasure at them) and i have also asked to have my case escalated to get this issue resolved more quickly, however I was curious to know if anyone here had some suggestions of anything else I could do?

Cheers
Jared

Computing

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Comments

  • HighAndDry on 17/12/2018 - 11:38
    +2

    I get that it's Xmas season so everyone's in a rush, but 14 business days isn't unreasonably long to diagnose/replicate/fix a hardware issue.

    • RembrandtQZulu on 17/12/2018 - 11:54

      Kogan have only advised up to 14 business days to get the unit diagnosed.

      Repair time was not included in that time frame.

      It would be a little more palatable if it was, but also does not apply to my situation anyway as it is a DOA unit and so I want a replacement not a repair.

      • whooah1979 on 17/12/2018 - 13:04

        I purchased a certified refurbished
        so I want a replacement not a repair.

        Demanding a replacement widget when only paying for a refurbished one is unreasonable.

        Ask them for a refund.

        • RembrandtQZulu on 17/12/2018 - 14:10

          I don't see why requesting a replacement for a DOA product is unreasonable.

          It is my right to choose as per Kogan's warranty - https://www.kogan.com/au/warranty-guidelines/

          Also these are certified refurbished.
          That means they are refurbished by Microsoft, Kogan just sell the end product.
          As they are still listed as in stock on the website, I see no reason why Kogan cannot fulfill a replacement.

          I would rather have the laptop than the refund, but I understand that this is an option as well.

          • richmond12 on 17/12/2018 - 14:30

            @RembrandtQZulu: Replacement on a refurb as its relying on the fact theynhave more refurbs. Even dell outlet dont dont give replacements

            • RembrandtQZulu on 17/12/2018 - 15:07

              @richmond12: Yes, I do understand that, but these are not items refurbished by Kogan.

              It is this item: https://www.kogan.com/au/buy/microsoft-surface-book-1-i7-660…
              still in stock and available for order on Kogan's website.

              Microsoft refurbishes these devices, and then Kogan on-sells them.

              If it is available for purchase through the website, surely it is available to fulfill a replacement request as well.

        • RembrandtQZulu on 17/12/2018 - 16:44

          To be clear, I fully expect the replacement to be a refurbished unit. which it is as they have responded and processed my request.

  • RembrandtQZulu on 17/12/2018 - 16:41

    I got my case escalated and a replacement has been arranged.

    it seems that Kogan responds reasonably quickly on twitter.

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