Getting a refund from Online Computer - Is it normal to have to wait for an RMA?

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OnLine Computer

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  Davo1111 on 20/06/2012 - 16:43

  http://www.fairtrading.nsw.gov.au/Consumers/Consumer_guarant…

  They must fix the problem within a reasonable time. What is reasonable will depend on the circumstances.

  the laws are pretty generic.

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    Mikinoz on 20/06/2012 - 17:49

    Thanks Davo, will read up a bit

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  StewBalls on 20/06/2012 - 17:12

  Has it worked properly at all since you got it; or was it effectively DOA whilst you awaited Seagate support confirmation?

  If the latter, and you've kept OLC in the loop, then you might be entitled to refund/replacement at your discretion as per FT law. I'd call FT & ask, they are pretty good to deal with!

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    Mikinoz on 20/06/2012 - 17:57

    It hasnt worked fully, ie i managed to update firmware load a raid 5 config then copy some data turn off and back on to test. when turned back on it errors the first 2 drives.

    reloaded firmware and it failed at 60%. i have managed to get it to the above again & again but every time i copy data (5gb) and then shut down and turn back on it always errors the first 2 drives.

    i have used many different hdd's and combinations (1 drive, 2 drives, 3 drives) ie move the drives around, and it always drops drive 1 & 2(except when there is one drive).

    I spent a month waiting for 4 drives then ordering more, waiting for the configs to build etc.

    Then i contacted OLC who made me wait almost an hour on hold and then didnt call me back, i rang again this morning left a message which they didnt return. So i contactd seagate and worked with the tech support over the phone who assited me to determine it was faulty and advised to contact OLC for refund.
    I contacted OLC again and was told it would be quicker and better to send with seagate as they need to send back to distro for RMA.

    I contacted Seagate again and they told me to use online warranty process and send back to them. i would have been much happier to replace or upgrade, still am.

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      StewBalls on 21/06/2012 - 08:24

      +1

      Did they try to direct you toward using those filthy, slimy mongrels at Synnex?

      Last Seagate HDD I RMA'd they tried to stitch me up for $33 handling fee for it by being really deceptive & evasive. As you say I used the online system & sent it back to the bulk options address in Alexandria. There was no fee, but I still had to pay postage one way. I was spewing enough about that, I can remember a time when they had free post to Alexandria as well!

      Sounds like it meets DOA criteria to me, I'd honestly give FT a call & chat to them, see if you can get your preferred option.

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        Mikinoz on 21/06/2012 - 09:53

        Hi Stewballs, Thanks for the advice mate. I called them this morning and they advised i should take it back and get a refund as i am entitled or lodega complaint with FT.

        So will wait till OLC open this morning and see if they will be nice enough to follow the consumer law. Really want a replacement or upgrade though, will need a 4 bay eventually :) have 7 drives now lol

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        Mikinoz on 21/06/2012 - 11:27

        Okay after dealing with the manager@OLC it seems they will allow me to upgrade after sending the unit in and its verified by seagate etc.

        Will advise on the outcome . Thanks again everyone.

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        StewBalls on 21/06/2012 - 14:55

        Sounds like a good outcome Mikinoz, glad to hear that you got it sorted! :)

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  Novice on 21/06/2012 - 09:24

  Hello Mikinoz,
  Nothing has changed much since I was in computer industry decades ago, RMA is only for administrative record but the odds that something is being worked upon the faulty/defective item are close to being non-existent, the typical response from the retailer in relation to the length of time taken to rectify the problem is usually shifted to the 'technical' department of the said manufacturer for further determination, while this could be true, but in the mean time you have been left hanging and will be for a while, it is frustrating and the so-called Consumers Affairs can/will do absolutely nothing about it!

  My firm belief is that Retailer selling that product should immediately verify your claim upon receipt of the product by conducting a test under the condition similar to yours in order to come to a conclusion as claimed or otherwise and should the same result occur than replacement/refund be offered, in the end… the Buck must stop somewhere and that somewhere should never be the end-buyer!

  If I were you I would keep nagging the manufacturer and sadly to say that at odd occasion being civilized and politically correct would get you nowhere, Good luck.

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    Mikinoz on 21/06/2012 - 09:55

    Yes you are right although, usually RMA is for resellers as oppose to end users.

    Agree with the retailer at least attempting to do some testing initially.

    Will definitely keep nagging apparently i have right on my side :)

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  Mikinoz on 02/07/2012 - 14:42

  Okay problem sorted, Online computer were able to swap the unit after identifying the fault. It was less than a week turnaround between me sending it to them and another unit arriving on my desk.

  After the initial experience and a bit of persistance on my part, i am very happy with the outcome.

  So thank you Jim and the team at OLC for giving me the best price in the market and then making warranty/rma easy.