Greetings,
When searching here, I could not find any specific recent posts about dead-on-arrival (DOA) cases with Techfast, so I will list here the steps and update as they happen because, at the moment, it has not been resolved yet. Please delete this post if it is considered inappropriate and, if it is, I apologise in advance.
I believe this post may be interesting and can be a reference for other unlucky people like me who had a DOA case and want to know timeframes, for example. After all, they are popular here, so it is good for people to see how a DOA case is dealt with and the time each step takes.
To be very clear, this is not a complaint kind of post and is in fact targeted to potential and/or existing Techfast customers
If I wanted to complain, I would contact them directly at first.
I am actually happy with their timeframes so far because they are obviously busy with orders and other repairs. I do not expect them to reply within 2 hours and receive the computer back in 1 week after I first told them about the problem. My only personal inconvenience is to have a very old replacement computer at the moment, but that does not concern Techfast at all.
(All times and dates below are Brisbane's)
01/02/2024 - order placed (TFXX78838147)
14/02/2024 - order shipped to Brisbane (estimated ETA 3-5 days)
20/02/2024 08:36 - computer delivered (yay)
20/02/2024 13:12 - email sent to Techfast asking about some scratches in the glass side panel and sent them photos of those scratches (some of them are deep) =(
20/02/2024 14:45 - email sent notifying them that the computer turned off by itself and would not turn on anymore. Sent a YT link with a video of it =((
21/02/2024 13:13 - email received from Zac suggesting me to remove the GPU and test if the computer would then turn on
21/02/2024 17:40 - email sent saying that nothing has changed after I removed the GPU and sent another YT link with video evidence. Also, gave them more details about the issue
22/02/2024 16:41 - email received from Christian saying that this is a DOA case (7 business days after receiving the PC) and they will cover the costs to ship it back. He mentioned that their "technicians may take up to 14 business days to complete any return-to-base warranty claims, but we will do our best to ensure it is completed as quickly as possible for you as this is a DOA system assessment instead of a being outside that period". Also asked if I have original packaging, air bubbles, etc
22/02/2024 16:54 - email sent confirming I had everything still and asked for some instructions about how to put the bubbles in
27/02/2024 07:45 - email sent following up on my case
27/02/2024 14:59 - email received from Caleb instructing me well what and how to ship things back. More importantly, the PDF with the AusPost label was attached
27/02/2024 16:17 - posted the computer back to Techfast (SA)
28/02/2024 09:13 - email sent confirming the PC was shipped and gave them a photo of the receipt and the tracking number. Reminded them about the scratches as well.
29/02/2024 10:10 - email received from Christian advising me of my RMA number (XX822) and that the "RMA team will await to receive it and will be in touch regarding your assessment"
05/03/2024 12:03 - computer delivered
08/03/2024 10:40 - email sent asking them if they would be able to repair the PC and sent it back by 15/03
13/03/2024 11:40 - email received from Kiven confirming the issue (faulty PSU) and explaining the repair process and testing. Apparently, scratches were on the film and the noob here did not notice there was one inside as well. He also asked for return address confirmation and said it is ready to be shipped back
13/03/2024 11:48 - email sent confirming the address
14/03/2024 14:47 - email received from Brayden advising that PC was shipped back on this day
18/03/2024 09:11 - computer delivered in Brisbane, but there were 2 issues: 1 - Motherboard's fan prong is badly bent (unsure why as this is not used in my setup) and 2 - a cable is disconnected from the MB and its plug is bent on the side
18/03/2024 09:44 - email sent reporting these issues (with photos) and asked for further advice as I am not savvy and do not want to do something wrong and void warranty
22/03/2024 11:28 - email received from Caleb addressing these issues and asking if I would be ok to swap the USB C cable myself
22/03/2024 11:35 - email sent confirming I can swap it
26/03/2024 14:18 - email received from Caleb asking me to confirm the address
26/03/2024 14:30 - email sent confirming the shipping address
Tl;dr OPs computer broke and they sent it back.