Recently half of the keys on my laptop stopped working after 1.5 years with normal use no accidents
Manufacturers warranty was 12 months bit of a BS warranty but we assume ACL would say last at least 2-3 years for a laptop
Purchased from a reputable retailer with many stores across Australia, they advised it is out of warranty but we can send it off to be assessed.
This is the interesting part… retailer they said they are aware of ACL guarantees but they said there is a freight fee (postage cost), an assessment fee ($150) that I have to pay. A repair fee if it found to be misuse e.g. water damage (it hasn't been in any accidents). That just sounds like a regular repair job.
I would of thought if they accepted ACL, everything associated with the repairs including freight should be included?
Question is, is it reasonable to pay freight and an assessment fee if out of manufacturers warranty but withing ACL?
Also if anyone has encountered something similar and was asked to pay and then managed not to pay, how can it be done?
ACL coverage is guarantee, not warranty. There's a difference between the two, so make sure you clearly claim 'guarantee'.
That's not what they said…
IF found to be misuse. Then yes, that's reasonable.
Half the keys suddenly stopping working doesn't sound like a manufacturing or product fault, most likely user-issue in some form but that's what the investigation will check. If it is the former, should be covered for free. If latter, it's on you.