JB Hi-Fi Giving Me The Run around on Microsoft Surface - Faulty

Lmsbelbird on 21/11/2019 - 11:23
Last edited 21/11/2019 - 11:27

Hi

I bought a Microsoft Surface Pro 6 in August when JB had a 15% off sale. It stopped working in October for no apparent reason. It was bought for the purpose of editing photos and hadn't been properly used yet as I've been too busy, so was really just an overpriced hard drive. Now it just won't turn on. It was undamaged.

I took it back to the JB HiFi I collected it from. The manager for that section said that it was a straight new for old replacement which was good, but he didn't have one in stock so it'd take 5 days to get one in OR I could pay the price difference to get the new 7. I pointed out that as I'd got 15% off the previous one, the price difference was pretty big ($500) so I'd just do the 6. He said they'd be in contact.

So I waited. And waited. I have been in store twice to check up. They said 'no it's not in yet'. The last time I went another guy served me, was apologetic and said that the manager would call me within the hour to tell me what was happening. So I waited and I waited. Nothing.

It's now another week later. In the period I've been waiting they had a 15% off the new 7, so I could've traded up for about $200 or so. BUT - I was being a good girl and waiting like I was told. Idiot.

My question is: if I go in now with my still not working Pro 6 and demand they give me a 7 at a 15% discount (as I could've done that while I was waiting) are they likely to say yes?

General Discussion Computer Laptop Microsoft Tablet

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JB Hi-Fi
JB Hi-Fi

Comments

  • JimmyF on 21/11/2019 - 11:35
    +4

    My question is: if I go in now with my still not working Pro 6 and demand they give me a 7 at a 15% discount (as I could've done that while I was waiting) are they likely to say yes?

    No

    The manager for that section said that it was a straight new for old replacement which was good

    You're only really entitled to a repair, so thank yourself luck.

    You can also contact MS and they'll do a repair/swap over for you.

    • msbelbird on 21/11/2019 - 11:38

      Bugger! Thanks.

      • HighAndDry on 21/11/2019 - 11:41
        +4

        It doesn't hurt to ask, as long as you're not taking the attitude that you're entitled to it, you're doing nothing wrong.

        • JimmyF on 21/11/2019 - 11:47
          +3

          for sure ask, but that wasn't the question. OP was going to "demand they give me a 7 at a 15% discount", aka come across as entitled. The fact is the OP already asked this the first time and got told no. So I don't see why the outcome will change. But for sure, give it a shot!

          • HighAndDry on 21/11/2019 - 11:50
            +1

            @JimmyF: I think OP meant at the time the 7 wasn't offered at a discount (new model and everything) but now it's obviously been out long enough to be discounted because it's been for sale at a discount (the sale is just now over).

            Honestly OP can see if there's bigger discounts around Black Friday and upgrade then for even less.

            But you're right, OP isn't entitled to that discount.

          • msbelbird on 21/11/2019 - 11:54
            -1

            @JimmyF: Can't say I've ever demanded a discount on anything. I've asked politely. But spin it that way if you like.

            • pjetson on 21/11/2019 - 11:57
              +7

              @msbelbird: Demand was the word you used in your initial post.

            • JimmyF on 21/11/2019 - 12:01
              +3

              @msbelbird:

              Can't say I've ever demanded a discount on anything. I've asked politely

              Ummmm say what? your words are as follows

              if I go in now with my still not working Pro 6 and demand they give me a 7 at a 15% discount

              But spin it that way if you like.

              No spinning needed, Looks like demanding to me.

    • [Deactivated] on 21/11/2019 - 12:27
      +5

      | You're only really entitled to a repair, so thank yourself luck.

      Since when?
      Not according to the Australian Consumer Law.

      https://www.accc.gov.au/consumers/consumer-rights-guarantees…

      "If you have a minor problem with a product or service, the business can choose to give you a free repair instead of a replacement or refund. When you have a major problem with a product, you have the right to ask for your choice of a replacement or refund. For a major problem with a service, you can choose to receive compensation for the drop in value below the price paid, or a refund."

      Considering the laptop won't turn on, I would call that a MAJOR fault.

      • JimmyF on 21/11/2019 - 12:32
        -6

        sigh, there is always one…… Understand what warranty is and when it applies vs the ACCC guidelines.

        • [Deactivated] on 21/11/2019 - 12:35
          +10

          Australian Consumer Law overrides any warranty. Perhaps it is you who needs to learn.

          • JimmyF on 21/11/2019 - 13:16
            -4

            @[Deactivated]:

            Australian Consumer Law overrides any warranty. Perhaps it is you who needs to learn.

            So you demand a new fridge when it breaks down or a new washing machine or car when they break too? No didn't think so.

            Computers are always repaired, they are MINOR failures.

            Considering the laptop won't turn on, I would call that a MAJOR fault.

            Its not a major fault, thats the problem. A major failure is it busts into flames and melts, a machine not turning on is a minor failure.

            • NotJohnAU on 21/11/2019 - 15:04

              @JimmyF:

              So you demand a new fridge when it breaks down or a new washing machine or car when they break too? No didn't think so.

              You absolutely can demand a replacement or full refund under Australian Consumer Law if it can't be repaired within a reasonable timeframe or is a major fault.
              The ACCC just launched court proceedings against Mazda for denying customers a replacement or refund for faulty vehicles,have a court enforcable undertaking from ZeniMax to provide a refund to customers who had contacted them about Fallout 76 and another against Big W for telling customers to contact Dyson about faulty vacuum cleaners.

              Computers are always repaired, they are MINOR failures.
              Its not a major fault, thats the problem. A major failure is it busts into flames and melts, a machine not turning on is a minor failure.

              From the ACCC website:

              What is a major problem?
              A product or good has a major problem when:
              it has a problem that would have stopped someone from buying it if they’d known about it
              it is significantly different from the sample or description
              it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
              it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
              it is unsafe.

              It doesn't turn on, which would stop someone from buying it at 15% off, it was described as being a laptop and the endless list of opportunities that comes with it, but instead functions as a paperweight which is unfit for its common purpose and not what the OP asked for.
              As for repair, iFixit gave the Surface Pro 6 a score of 1 out of 10 for repairability and so there is a risk of quality issues or further failures when attempting a repair due to the complexity of this device, so not the path that's recommended.
              If the fault can somehow be repaired, it is still between the OP and JB Hifi to agree on whether the it can be repaired in a reasonable timeframe.

              • JimmyF on 21/11/2019 - 16:48
                -3

                @NotJohnAU:

                You absolutely can demand a replacement or full refund under Australian Consumer Law if it can't be repaired within a reasonable timeframe or is a major fault.

                keywords are "repaired within a reasonable timeframe", which isn't defined.

                It doesn't turn on, which would stop someone from buying it

                Any fault could be claimed as a reason not to buy the product aka a major fault.

                What would you class as minor fault in a product that would buy still? No didn't think you would buy it.

                As for repair, iFixit gave the Surface Pro 6 a score of 1 out of 10 for repairability(ifixit.com) and so there is a risk of quality issues

                As per my many other posts, OP needs to book a time in with the Microsoft store and they'll SWAP it over on the spot with a working unit. MS is aware these things are a PIA to fix and don't repair anyone's unit.

                It really comes down to, does the OP want this fixed now for free or piss and moan tryin to get a 'upgrade' at 15%, which really sounds like what the OP really wants.

                If the fault can somehow be repaired, it is still between the OP and JB Hifi to agree on whether the it can be repaired in a reasonable timeframe.

                JB are willing to swap it over on the spot, but its a older model and don't have stock, the OP chose to wait.

                JB also offer to give them a 'credit' towards a newer model, the OP chose not to take that up either.

                As above, the OP can book a warranty job with MS and the 'fault' will be repaired on the spot. Seems to hard for them too.

                Hence its not a MAJOR issue, as it can be fixed in a reasonable time.

                I'm unsure why JB didn't offer to send the unit away for repair, I'm guessing they did, but maybe the OP turned that down too?

        • [Deactivated] on 21/11/2019 - 12:37
          +1

          https://www.accc.gov.au/consumers/consumer-rights-guarantees…

          Warranties are separate from your automatic consumer guarantees. The consumer guarantees which apply regardless of any warranties suppliers sell or give to you, apply for a reasonable time depending on the nature of the goods or services.

      • msbelbird on 21/11/2019 - 12:50

        Thanks, it's always a delight to get a constructive comment here. Appreciate it.

        • JimmyF on 21/11/2019 - 13:15
          -5

          Thanks, it's always a delight to get a constructive comment here. Appreciate it.

          Yes pick out the comments that agree with you, don't worry about what reality really is.

          Well head back in there and demand a replacement or a refund. Let us know how that goes.

  • HighAndDry on 21/11/2019 - 11:40
    +1

    BUT - I was being a good girl and waiting like I was told. Idiot.

    This had nothing to do with doing as you were told though - they proactively offered the option to swap, you just didn't take them up on it.

    But yeah - if they don't have a new one to give you, there's not very much they can do.

    Go in and talk to the manager and ask for the 15% discount swap for the 7; worst that can happen is they say no.

    • msbelbird on 21/11/2019 - 11:44
      +2

      Paying an extra $500 wasn't an option for me on the day. Not all of us are able to take these 'opportunities'. So I had to wait like a good girl. Plus, when does an Ozbargainer ever pay RRP for anything (which in effect I would be). Against my religion.

      • HighAndDry on 21/11/2019 - 11:48
        +1

        No, I meant you were free to change your mind at any time to take the upgrade, you're not locked into your choice.

        • msbelbird on 21/11/2019 - 11:49

          OK, got you. I thought I was locked in because they'd ordered it in (allegedly).

      • JimmyF on 21/11/2019 - 11:48
        +1

        $500 is lot if you don't want/need the 7 features. As above, contact Microsoft and book an appointment for a swap over unit. You don't have to go back via JB, and lets be honest if they don't have stock, not much you can do but wait.

        • msbelbird on 21/11/2019 - 11:51
          +1

          Ah, but this is Ozbargain. When does need ever come into decision making? Now I think I could've had those features (no idea what they are, but I must need them) for 15% less but missed the boat, it's eating at me …

  • Seasoned Salt on 21/11/2019 - 12:25
    -5

    To be honest, you're giving yourself the run around.

  • BertieBrown on 21/11/2019 - 13:00
    +1

    Have a look at this msbelbird it’s JBHiFi’s ’minimum voluntary consumer guarantees guidelines’ so it’s not limited, and you could be entitled to a longer period than indicated but I think it’s a good starting point. So by JBHiFi’s own guidelines you’d be entitled to a refund, or a replacement anyway. So I’d suggest that it would be more than reasonable to ask for the upgrade with the discounted price.

    I’d suggest to speak with the store manager, and if you don’t get any joy then contact JBHiFi head office through their online customer support portal here

  • jparga on 21/11/2019 - 14:37

    ask them to give you the full credit of what you pay for it and get you a deal on a new one…..or a full refund and buy somewhere else.

    • JimmyF on 21/11/2019 - 16:51
      -1

      ask them to give you the full credit of what you pay for it

      JB already offered that, remember the OP saying this

      OR I could pay the price difference to get the new 7

      Yep credit of what the OP paid towards a newer unit.

      • jparga on 21/11/2019 - 19:21
        +1

        She is asking what to do now….thanks for reading for me.

        • JimmyF on 21/11/2019 - 19:41
          -1

          Well you're reply is tell her to do things she already been offered and refused. So thank you for NOT reading what the OP wrote.

  • powerinnumbers on 22/11/2019 - 08:30

    To me there is one point of interest nobody has picked up on. It's in the line below

    My question is: if I go in now with my still not working Pro 6

    Oh dear, you still have the item ?????? which means it has not been returned. Why did you take it home with you, it's still in your possession and you have wasted all this time. Without returning it you have no legs at all.

  • jonkvh on 22/11/2019 - 08:48

    Deal directly with Mircrosoft only! They will offer a replacement to a 7, unless they have refurbished stock of the 6. MS have been far better than anyone else replacing faulty equipment. Been there done that.

  • Tothy on 23/11/2019 - 13:50

    I also would recommend dealing with Microsoft. Just recently had a new replacement of my Surface Book 1 that did not turn on anymore. I went through some trouble.shooting over the phone with the techie and eventually she said I was to receive a new replacement, however unfortunately I could not upgrade it to the latest Surface Book 2. Took less than a week for me to package and return and to receive the brand new replacement. Hope you have a successful outcome too.

  • Roney on 24/11/2019 - 13:33
    +1

    That JB manager is doing a disservice to BOTH reputations of the store brand and Microsoft products & services

  • TheCandyMan2020 on 30/08/2021 - 00:08

    I would upgrade to the 7 - better machine all round.

    Any of the JB staff should be able to knock 15% off for you.

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