Ripped off on a Laptop Warranty Claim?

Grazz989 on 04/01/2024 - 15:16
Last edited 04/01/2024 - 15:18

Hi all,

I purchased an Intel OEM laptop from Mwave, and a week or so before the warranty period ended, the display died (it works with external display).

At first they tried to fob me off by citing damage - the chassis has some very minor scuffs and such, normal after a year's use.

After a while of back and forth, they then said they'd send it to Intel. Intel refused to honour the warranty as the serial number, which is printed onto the surface of a sticker on the bottom of the unit, had worn off. Despite the fact that it's permanently stenciled into the actual motherboard, they cite that as 'damage' - in fact, Mwave showed me an Intel email saying just that in relation to my particular case.

I got back the unit today, and someone - Mwave or Intel idk - went and stuck a sticker with the serial info over the top of where the serial would be printed on the old sticker.

Have I just been cheated? Given that normal wear and tear rubbed off text written on TOP of a sticker on the bottom of the chassis, and the fact that the serial is permanently engraved onto the mobo itself inside the device, how can that possibly count as damage that justifies not fixing a display?

I already threatened to contact the ACCC but they completely ignored that. Who should I go to in order to address this? I live in the ACT if that matters.

Cheers.

Computing Computer Laptop

Related Stores

Mwave Australia
Mwave Australia

Comments

  • Davo1111 on 04/01/2024 - 15:22

    What does the sticker say?

    • Grazz989 on 04/01/2024 - 15:24

      The sticker they put on top of where the serial number used to be?

      Just the serial number and some other code. Why?

      • Davo1111 on 04/01/2024 - 17:53
        +1

        if its a fresh serial number sticker, then send it back for a warranty request with the new serial number displayed.

  • duk242 on 04/01/2024 - 15:27
    +14

    This is definitely an ACCC level offense.

    The machine should work for a reasonable amount of time, the serial number wearing off from normal use isn't a valid reason to deny a warranty claim either. Even if it was a cheaper machine, you'd expect more than 2+ years use out of it, regardless of them stating a 1 year warranty.

    TLDR: Get mad, keep arguing.

    • Grazz989 on 04/01/2024 - 15:36
      +1

      I've already argued for quite a while, I even cited the ACCC and I just got generic boilerplate.

      Who should I escalate to? Last time I wrote to the ACCC, they also sent me a generic boilerplate response which indicated I was in the right, but that's it.

      • ThithLord on 04/01/2024 - 16:06
        +4

        The Manufacturer won't care unitl you've actually lodged something with the ACCC.

        • Ash-Say on 04/01/2024 - 16:33
          +2

          But ACCC generally don't act on a single complaint.

          I have found majority of them to be useless and there is absoulelty no publicly available information to determine when exactly they consider taking a action.

          • ThithLord on 04/01/2024 - 16:43
            +1

            @Ash-Say: Telecommunications ombudsman rectified an issue for me in weeks, after I'd spent half a year requesting Telstra stop charging me twice!

            • Ash-Say on 04/01/2024 - 16:44

              @ThithLord: That's different. The ombudan like AFCA, TIO and EO are pretty good.

              I am taking about NSW Fair Trading or equivalent body who are generally toothless.

              • ThithLord on 04/01/2024 - 16:51

                @Ash-Say: Fair enough - I misunderstood you when you said "Majority of them are useless"

                • Ash-Say on 04/01/2024 - 16:54

                  @ThithLord: Sorry was typing fast and didnt read back for typos lol

              • Grazz989 on 04/01/2024 - 17:01
                +1

                @Ash-Say: Can you help me find out who the relevant ombudsman might be in Canberra? Whichever deals with warranty issues like this one?

      • ESEMCE on 04/01/2024 - 16:39
        +2

        Consumer Affairs in your State is where you're supposed to go, which might be the tricky part if you're in the ACT.

        • Grazz989 on 04/01/2024 - 17:01

          Why is it tricker because of the ACT?

      • Sinnerator on 05/01/2024 - 09:51

        FAIRTRADING in your state

    • HeWhoKnows on 05/01/2024 - 08:18

      There is no such thing as an "ACCC level offence."
      OMG what a drama queen!

      Yes you can submit the matter to the ACCC for consideration but they just act as mediators.
      They will contact the supplier and put your case to them.
      If the supplier's response is acceptable then that it. End of story

      Thats why they are not bothered with OP's threat to take it to the ACCC.
      Its hardly a threat at all. LOL LOL LOL

      But For OP I do agree.
      Seems a bit strange.
      I assume OP has the receipt and Mwave has the sale on record.
      I guess they cannot verify that OPs laptop is the same one listed on the sale receipt because the serial number has worn off. So a reason to void the warranty.
      Cant comment on serial number written elsewhere.
      Normally they do a visual check on the label.

      • duk242 on 05/01/2024 - 08:45

        You okay there buddy?

        • HeWhoKnows on 05/01/2024 - 08:48
          -1

          Im fine
          I know the process.
          Im stating the facts so that Op knows.

          Seems many people here are blurting out ridiculous suggestions without having any idea.
          This wont help OP

          So maybe its you that has the problem (NO IDEA)
          With comments like..
          "This is definitely an ACCC level offense"

          This is halarious and you cant even spell "offence"

          And then this..
          "the serial number wearing off from normal use isn't a valid reason to deny a warranty claim either. "

          Thats the whole problem with OPs complaint.
          The seller cannot verify the identity of the laptop against the receipt of sale

          So maybe YOU should get your facts right and ask yourself the same question '"buddy"

          • duk242 on 05/01/2024 - 09:19
            +3

            @HeWhoKnows: Apologies for not being clearer, by "ACCC Level Offence" I meant that it was a breach of fair trading laws, so bringing it to the attention of the ACCC would be an appropriate course of action.

            I'm not sure if you should be picking on my spelling/grammar, seeing as there's significantly more errors in yours… (But, my apologies for using the US English version of offence)

            As for the issue with the serial number - I've dealt with exactly this situation with HP multiple times. The serial number is recorded in multiple places on the device (physically on the outside and also usually burnt into the BIOS on the mainboard of the machine).
            If it were a case of "Oh no, the serial number has worn off, the warranty is now void", then I'm sure manufacturers could just use cheap labels for their serials and could just claim everything was void because the sticker "fell off".

            As for my "You okay there buddy": was just checking in. It sounds like you're hurting and looking for a fight. Christmas is a hard time for many. I hope you're doing okay.

            My TL;DR still stands: Get mad, keep fighting.

  • Ash-Say on 04/01/2024 - 15:31
    +3

    Lodge the NCAT case or whatever is equivalent body in your state.

    It will cost you couple of hundred $ but get them to provide resolution quickly. They may give you replacement laptop once you hand them the court case number.

    • Grazz989 on 04/01/2024 - 15:39
      +1

      Thanks - I think ours is called ACAT. However, assuming I win, I don't get back the $200, yeah? If so, man that's brutal. Why would any company bother honouring low value returns if the bar is $200 to get justice?

      • WookieMonster on 04/01/2024 - 15:46

        You could try Access Canberra first, but it looks like if you need anything actually enforceable, you will need to go to ACAT.

        In terms of whether you will be reimbursed the fees you pay to lodge a case at ACAT, there is no guarantee that will happen.

        • thatonethere on 04/01/2024 - 17:57

          One outcome of ACAT is you can publish the finding against the vendor (assume you win). That is a big publicity loss for them.

      • rumblytangara on 04/01/2024 - 15:58

        Try looking up the cost of bringing a case. My NCAT case was $50. Took about 2 weeks to schedule a hearing. Vendor tried calling the day before the hearing to cut a shitty deal so have a response prepared for that too.

        Edit: Here you go. It's probably a <3K Civil Dispute.

        https://www.acat.act.gov.au/__data/assets/pdf_file/0011/2247…

        • djsweet on 04/01/2024 - 16:08

          It says no fee for Fair Trading Conciliation, which is what this may potentially fall under?

          • Ash-Say on 04/01/2024 - 16:31

            @djsweet: Fair Trading is toothless tiger so dont waste time there.

            If you win, you can also the judge to also consider refund of your case fee (no harm in trying).

        • Grazz989 on 05/01/2024 - 03:11

          $166. Ouch. That's probably half the cost of the fix …

          I suppose I should go to Access Canberra: https://www.accesscanberra.act.gov.au/consumer-rights/get-he…

          Then go to ACAT after that …

    • HeWhoKnows on 05/01/2024 - 08:26
      -4

      Another drama queen that has no idea.

      Seriously where do these ridiculous comments come from?

      There is no NCAT involvement.
      There is no cost to submit a complaint.
      There is no court case.

  • EightImmortals on 04/01/2024 - 16:28
    +3

    Document everything now, all conversations, receipts, who you spoke and when etc, this will work in your favour if goes to arbitration somewhere. But do it now while the details are fresh in your mind.

    • Roman Sandstorm on 04/01/2024 - 17:04
      +1

      +1

      This.

      Ignore the naysayers re Fair Trading/ACAT.

      We have some of the best consumer protection laws in the world. And access is available to normal everyday people at mimimal cost.

      If you are completely truthful in your claim, and your details with the retailer, don't hesitate to go to the tribunal in your state/territory.

      It is likely the retailer will offer to remedy before a hearing, but if not, you will gain a great experience in how democracy works, and most likely win your case.

    • HeWhoKnows on 05/01/2024 - 08:29
      -2

      No it doesn't go to arbitration.
      No it doesnt go to a hearing.
      They simply write to the seller and ask for a response.
      OMG such exaggeration from people that have never been involved in the process.
      So yet another person that has NO IDEA!

      The bottom line is that the serial number has been "removed" as it cannot be read on the ID label.
      So the "identity" of the laptop cannot be verified against the receipt.
      That will be the sellers response and ACCC will find that a reasonable reply.

      The ACCC person handling the complaint may try to negotiate a favorable outcome for OP if you get someone concerned enough to do that.
      But they are not obligated to do so.
      Remember, you are dealing from public servants here.

      But its fairly clear that both the seller and manufacturer are not at fault here.

      • Grazz989 on 05/01/2024 - 15:31

        The serial number is permanently etched onto the motherboard of the unit itself - which is far more reliable than a sticker which could theoretically be falsified on the bottom of the unit. Did you not read the OP?

        • HeWhoKnows on 07/01/2024 - 15:24

          Did you not read that the screen wasn't working???

          Its not up to a "clerk" checking repairs into the system to start turning on computers and messing around with them.
          They are told to check the serial number on the label.
          i.e. a quick visual check

  • pharkurnell on 04/01/2024 - 16:49
    +4

    I even cited the ACCC

    Most people cite it and then do nothing, thus why stores dont give a shit when you say this.

  • this is us on 04/01/2024 - 18:11
    -3

    Document everything and tell them (Mwave) by text (email/letter) that your solicitor has requested a formal response with the reasons for rejecting your claim. Then you call them and say the same thing, adding that this is your last contact before engaging the solicitor and that you need a written formal response.

    • rumblytangara on 04/01/2024 - 18:43

      This sounds like Reddit advice.

      They're really going to believe that you've engaged a legal professional for hundreds or thousands of dollars for a laptop warranty.

      • this is us on 04/01/2024 - 19:34

        OP will need/benefit from written answer anyway if he's planning on going to ACAT (which I encourage).

        I've threatened people with legal action a few times to force them to follow the laws. It worked 100% of the time.

        If you had a solicitor in your family you'd see it's pretty straightforward to start a case as simple as this. OP can change the "solicitor" part for a more generic "legal action", which is what I meant as it doesn't imply getting a solicitor involved or going to ACAT.

        • HeWhoKnows on 05/01/2024 - 08:43
          -2

          Yeah right
          Tell us another fair tale.
          Im ready to go to bed

          • this is us on 05/01/2024 - 13:22

            @HeWhoKnows: Again, unless there is an obvious legitimate reason for them to decline warranty (OP changing hardware or whatever), they will have to accept the claim or provide written answer explaining why they are declining the claim.

            It's pretty basic: what's not written didn't happen.

            I guess OP can report back in a few days if he decides to do something about it.

      • HeWhoKnows on 05/01/2024 - 08:42

        My point exactly LOL LOL LOL LOL LOL

    • HeWhoKnows on 05/01/2024 - 08:31

      Another extremely foolish suggestion.

      Solicitors dont get involved in such trivial matters.
      Their cost far outweighs the remedy sought.

  • Drakesy on 04/01/2024 - 18:43

    Just out of interest where was the ripping off?

    • Switchblade88 on 04/01/2024 - 19:57
      +1

      Sounds like the screen hasn't yet been replaced.

    • Grazz989 on 05/01/2024 - 03:06
      +1

      Well … The screen needed replacing. It was under warranty. They refused to honour the warranty and sent it back unfixed.

      Does that make sense?

      • HeWhoKnows on 05/01/2024 - 08:46

        Yes it does.
        If you read the post in full you would understand that the laptop could not be verified against the receipt because the serial number has worn off.

        Im sure people remove the serial number label to get a free repair for another laptop or one out of warranty.
        Hence the response from the seller.

        • knobbs on 05/01/2024 - 10:35
          +1

          Did you even read the op?

        • rumblytangara on 05/01/2024 - 13:21
          +1

          According to the OP, serial number is printed on the mobo. Not something I've ever noticed, but I don't make it a habit of looking at laptop motherboards.

          • A-mak on 05/01/2024 - 16:46

            @rumblytangara: It's also likely displayed in the bios & with a tool from within windows like HWINFO64.

            I'm interested in the time-span from when MWAVE sent it to 'intel' & how long it took to receive a response of refusal. Not sure whether to be impressed or disbelief as I've heard it can take some time for warranty repairs by manufacturers (some people waiting upwards of 6months)

    • HeWhoKnows on 07/01/2024 - 15:28
      -1

      In OPs mind.

      But like many "attention seeking" posters on this forum..

      a) gross exaggeration
      b) inaccurate description
      c) pleading innocence whilst leaving out key information that works against them
      d) wrongly accusing some poor seller or service provider of something because they didn't get what they "demanded" and spat the dummy.

  • BeamMeUp on 05/01/2024 - 09:03
    +1

    If they are stating the warranty denial is due to damage (regardless of the details) aren’t you stuffed anyway. “Damage” is their ultimate deniability here.
    Had similar with a camera, they claimed damage due to small scuffs on the case, warranty was not honoured.

    • Grazz989 on 05/01/2024 - 14:51

      It's tricky.

      They asked me to send pictures of the laptop before accepting the warranty claim.

      I sent the pictures, they accepted the claim and got me to ship it in.

      Then they tried to deny the claim based on some very minor wear and tear to the exterior of the chassis. After I pushed them on that, they said 'okay, we'll send it to Intel'.

      Intel, the OEM, decided to decline it because of the serial number being worn off the sticker, which they claim is a form of damage. The reply from intel made no mention of any other type of damage.

      The final reason stated by Mwave for the declination of the warranty claim was the serial number issue, and cited Intel while doing so.

    • Namesareapain on 05/01/2024 - 15:59

      Legally they have to prove that the "damage" caused the issue.

  • jrvb42 on 05/01/2024 - 11:27
    +1

    What's the point of Australian Consumer Laws if there is no enforcement?
    ACCC seem like a waste of oxygen and taxpayers money.
    Write to your federal member to maybe stick a firecracker up the behind of ACCC.

  • Wonka on 05/01/2024 - 12:51

    If it’s an intel laptop, you can complain directly to intel.

    The retailer is meant to deal with it but it doesn’t absolve the manufacturer of their responsibility.

    It’s one reason to try and buy a laptop from a manufacturer with an Australian presence because it give you an alternative route if the retailer is lazy or non-responsive.

    • Grazz989 on 05/01/2024 - 14:52

      From what I understand, it's the retailer's responsibility, not the manufacturer's. They're not allowed to fob you off to the manufacturer, but in this case they seem to have done so anyway.

      • Mostly Fanless on 06/01/2024 - 01:47

        This is what mwave does. Personally I'm not buying another item of electronics from them ever again.

    • rumblytangara on 05/01/2024 - 17:47

      Does Intel even make laptops? The only full hardware I'm aware of from them is the recently discontinued NUC line, and even those tended to ship as barebones.

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