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View Full Version : Long warranty claim turn around



dirtbag
08-10-2007, 11:52 PM
Not mentioning any names, but a computer store here in CHCH i returned my defective motherboard to a week and a half ago to be replaced, a very good explanation of what was wrong, how i had tested to come to that conclusion, they said it would be here within a week, so I emailed back in a week (friday just gone) and asked about it, only to get a reply saying it had to be sent to Auckland, so would be another week.

Why would this simple procedure take this long? And considering courier is overnight/2 working days from chch-aucks why would waits of more than a week be needed for one motherboard to be replaced. Also, to add to the annoyance, no part was offered (I asked) as a "stand in" while I waited for the part to make its worldwide 2 week long trip around wherever. Making my life more difficult. (currently studying a Diploma based completely on computers)

What is an "acceptable" wait for others for a part to be replaced? Im sure someone could easily top my problem, still, I would like to see other peoples opinions on the matter.

george12
09-10-2007, 12:31 AM
Acceptable is a courier trip there and back, with a day of testing and organising what is to be done in between.

That's a three business day turn-around and that's what (ideally) I would expect. A week (5 business days) is more realistic, but any more than that and they're either lazy, or making you wait for them to get their replacement from their supplier.

Deane F
09-10-2007, 01:03 AM
Dragon PC huh?

wainuitech
09-10-2007, 08:38 AM
I've had components take 3-4 weeks sometimes to be returned. In cases like that I do have an old clunker of a PC that I loan out to keep the person going if required.

Normally 5 working days is normal, but it also can depend on other things.

What the work load is like for the place that covers the warranty / testing of parts. If they have a lot on, then they don't just jump a warranty job ahead of other jobs, yours get put at the end of the line and worked on when it can. Every ones job is "urgent - cant be without it" so to speak.

Also depends if they have stock on hand to supply you with the same model. Sometimes if they are out of stock they may have to wait to send a
replacement depending on what s available.

Many people dont read the warranties, giving you a "stand in" would be totally upto the shop you purchased it from, nothing to do with the manufacture of the components. Warranties usually go along the lines of replacement / repair from the manufacture - they all differ. Most shops will send back the faulty part, wait for it to be worked on then return to the customer.

One way to get faster service is when you purchase a PC, see if it has a same / next bussiness day replacement service / contract. This would cost you of course but at least the longest it would be down is 1 working day.

Its not just computers either - My TV busted after 4 months - took five weeks to repair as the part was not available in NZ & because of other work ahead of mine.

tweak'e
09-10-2007, 09:22 AM
just be thankfull its not warranty ex china ;)

pctek
09-10-2007, 09:42 AM
What the work load is like for the place that covers the warranty / testing of parts. If they have a lot on, then they don't just jump a warranty job ahead of other jobs, yours get put at the end of the line and worked on when it can. Every ones job is "urgent - cant be without it" so to speak.


True.

And who/where it got sent to as well.

dirtbag
12-10-2007, 04:37 PM
Returned a motherboard 2 weeks ago, have had to contact him for updates, which have just pushed the date back for when I can expect the motherboard back. I don't think waiting 2 weeks for a replacement motherboard is acceptable, even if it has had to go to Auckland to be replaced. Still waiting for reply to emails I sent yesterday and today as to the whereabouts of it.
And btw, no dragonpc, tastech computers.
Its a motherboard I bought in June, Gigabyte P-965, GA-P965-DS3P i think it was.
Can I actually do ANYTHING about this? It's really starting to peev me off, doing an IT degree and I can't even use my own computer to work on, Polytechs on the other side of town, so starting to waste a fair bit of petrol going over there to do work.
Funnily enough you mention dragon, never had problems with warranty with them, when I bought my 2nd to last computer it was from them, there was a 2 week wait on the graphics card, so they gave me a free graphics card (6600gt, wen i had ordered a 6600gt) to fill in that gap! props to them for that

FoxyMX
12-10-2007, 04:51 PM
That is a long time to wait but I don't think you can blame TasTech for it. The problem is more likely at the other end.

When I had a dud CPU TasTech swapped it for a replacement the very next day with no quibbles whatsoever.

Maybe you could ask TasTech for a contact number where the motherboard was sent so that you could find out for yourself what the delay is.

spaceman8815
12-10-2007, 07:42 PM
Your lucky you got yours in two weeks. when our computer's motherboard got damaged by lightning we took it back to the shop to claim it under the warranty and they ordered a new motherboard from japan/china. 6 weeks had past with no contact so we contacted them and they looked into it and found that the replacement part was being sent by boat!:badpc: which it should not have been sent by that anyway so they ordered another and it took a 3 days to send by plane and a week to get from Auckland to Christchurch, it ended up that we never got the computer back for 2 months:stare:

wainuitech
12-10-2007, 08:07 PM
As I pointed out in a post Number 4 , it can sometimes take 3-4 weeks.

Since its a Gigabyte board the "offical" Gigabyte repair center in NZ is Tech-Master (http://203.97.10.198:8080/Default.aspx) in Auckland, also goes by the name Tech Central.

I don't know if thats where your Motherboard has gone to, but if you called them they may not tell you any way if they even had it. You would need to have the RMA number that was issued to the store in CHCH - they dont work from names, only the RMA's.

IF they do have it, you can't log into the site to check on the statis, as you need to have an account with Morning star - and have been issued with a RMA number.

If you have the RMA number PM me and I can see if I can find it for you.
Mind you the shop in CHCH could do that also.

drcspy
13-10-2007, 03:23 AM
when our computer's motherboard got damaged by lightning we took it back to the shop to claim it under the warranty

huh tha'ts hardly a manufacturing fault

wainuitech
13-10-2007, 08:52 AM
huh tha'ts hardly a manufacturing fault

I'll say - if the motherboard was fixed under warranty, then it was damn lucky.

Dell are not liked very much by some people, but at least their documents are easy to find sometimes. Have a look Here - Dell Warranty (http://www1.ap.dell.com/content/topics/topic.aspx/ap/policy/en/terms?c=ap&l=en&s=gen) If you went by their warranty you cant even pass wind :lol: without voiding anything - In particular item 8.2 in the warranty - thats why its best to have power protection, other wise you may have to use your house hold insurance. One power surge CAN and will void the warranty.

This could also be why this board for Dirtbag - thread starter is taking so long - they may be looking to see what was the cause, they don't just replace items because they blow, they have to find out why and test.

zcc
13-10-2007, 09:05 AM
they don't just replace items because they blow, they have to find out why and test.

And here I was thinking that a FUSE would protect me from a power surge... Oh well ...
Not easy to blame a power surge with just the motherboard or do they have a power surge validation chip on the mb that keeps track of the power supply status and can be checked after the failure?

Gee technology really is getting hi-tech eh!
:thumbs:

wainuitech
13-10-2007, 09:09 AM
And here I was thinking that a FUSE would protect me from a power surge... Oh well ...
Not easy to blame a power surge with just the motherboard or do they have a power surge validation chip on the mb that keeps track of the power supply status and can be checked after the failure?

Gee technology really is getting hi-tech eh!
:thumbs:

Can't answer that sorry - I don't know how they test components and can tell if it was just "general failure" or caused by outside problems. All I know is sometimes it takes ages to get parts back.

I had one MB around 2 years ago that was forward replaced, then 4 weeks later got an email saying the original board had a power surge through it, but this time they replaced it anyway.

dirtbag
13-10-2007, 03:27 PM
He is yet to reply to my email I sent Thursday, asking for an update & another Friday with the suggestion I pay the difference to buy a new motherboard, but next time I get in contact I will try get the RMA number.

A friend works for a company that buys straight from a distributor here in CHCH and faulty goods bought from them are returned for an instant replacement (if they have stock), or at the most a week as they bring the stock in from Auckland/Wellington or overseas. How come these guys don't test at all before replacement, whereas Tastech has had to send it away? They would use mostly the same NZ distributors, thus the same "format" for replacements.

wainuitech
13-10-2007, 04:17 PM
To answer your last paragraph/questions regarding time- hope this isn't to confusing --

What usually happens is if a Motherboard (as an example) is returned as faulty by a customer, the shop does 1 of 2 things.

1. They take the Motherboard out, and contact the repair center,they may do a test on it - they get an RMA number and then its sent off to be inspected. The board is inspected, and then as long as it is faulty, a replacement is sent back to the shop and then passed back / installed in the customers PC. - this takes the longest time.

2. The shop does the same as #1, but they give the customer a replacement board right away.
Then at some time the replacement board will be returned to the shop, and they may resell it as refurbished stock, second hand etc.
This way the original customer is not "put out" by having to wait. There is nothing stating how a warranty is handled as in instant replacement, unless the company concerned has their own policy.

Note: I do this myself, actually had 1 board played up great here every time, when it came back 3 weeks later they couldn't find any problems with it. I used it my self and after about a month it started again, this time it was replaced.

If a part is faulty they try to replace with an identical part, but sometimes the replacements may be out of stock.

"Usually" there is no worries in claiming under a warranty, very few components are rejected as "non component failures" meaning surge damage etc. Different shops handle the warranty procedure differently, time taken can also depend on certain things.

Time the shop looks at the problem PC after you dropped it off
Time taken to contact the repair center, and obtain the RMA
Time it takes for the component to be sent from the shop to the repair center, (they may do a weekly send) RMA's are ususally valid for 1 week from being issued.
Courier delays
Amount of work the repair center has on, and yours is at the end of the line after it arrives.
Time of week it is sent, if sent on a Friday wont normally arrive till Monday/Tuesday.

pctek
13-10-2007, 04:26 PM
Since its a Gigabyte board the "offical" Gigabyte repair center in NZ is Tech-Master (http://203.97.10.198:8080/Default.aspx) in Auckland, also goes by the name Tech Central.

IF they do have it, you can't log into the site to check on the statis, as you need to have an account with Morning star - and have been issued with a RMA number.

Gigabyte is supplied by Dove in Christchurch.
At least in the Sth it is anyway.

Morningstar don't have anything to do with Gigabyte, they do ASUS, and they don't take anywhere near as long to check a faulty board.

Nor do most faulty items get fixed here in NZ. They suppliers replace it and send it back overseas where it may be repaired. That happens at a later date, they don't make the customer wait for that process.

Repaired items are normally used as RMA replacements etc.

wainuitech
13-10-2007, 06:00 PM
Gigabyte is supplied by Dove in Christchurch.
At least in the Sth it is anyway.

Morningstar don't have anything to do with Gigabyte, they do ASUS, and they don't take anywhere near as long to check a faulty board.

Nor do most faulty items get fixed here in NZ. They suppliers replace it and send it back overseas where it may be repaired. That happens at a later date, they don't make the customer wait for that process.

Repaired items are normally used as RMA replacements etc.

Morning Star DO have to do with Gigabyte -

In the NI its Morning Star / TechCentral

TechCentral / Tech -Master is part of Morning star - if you go to the site Here (http://203.97.10.198:8080/) Top Left is Gigabyte RMA, click that and you will be presented with the log in - if read it says you cant use Morning Star login. Thats where all my RMA's from over the last Year have gone.
Both Morning star and TechCenteral have the same address

Unit 1 / 9 Airpark Dr
Airport Oaks
Auckland 2022

BDT is where I get most of my Gigabyte boards, (dove is to damn expensive) and techcentral/morning star is where any RMA's come from.

There are several Importers of Gigabyte in NZ. I have been dealing with BDT for years, they import Gigabye products, and used to do the RMA's, but now been taken over by Morning Star / Tech Central.

wainuitech
13-10-2007, 06:28 PM
Jus in case of interest Here (http://www.imagef1.net.nz/files/Gigabyte.jpg) is the RMA form from TechCenteral, with my details erased of course.

dirtbag
14-10-2007, 05:48 PM
Yea I have a feeling Tastech doesn't use Dove, as prices as Tastech are alot of the time cheaper than Dove. The instant replacement have always been through dove, take something fried,return it for credit, get sales out and use the credit to get a new one,takes like 15minutes max if they have stock, unlike >2weeks now

wainuitech
14-10-2007, 05:55 PM
You could be right there. If and ONLY if I purchase from Dove, (even though its Wholesale) if there is a problem I call them, and assuming they have stock I can go and get a replacement right away.
Any other of my Vendors that supplly Gigabyte and if there is a problem the component goes to TechCenteral / Morning star after doing the online RMA. That one takes a longer time.

Pctek is right - Morning star dont list and sell gigabyte, but they do the RMA's for them. The replacement components have always been new if the original was DOA. So I Dunno where they get them.
Normally if I do a RMA to Morning star on a Monday and courier the same day the replacement is back by Friday.

pctek
14-10-2007, 08:18 PM
Morning Star DO have to do with Gigabyte -

There are several Importers of Gigabyte in NZ. I have been dealing with BDT for years, they import Gigabye products, and used to do the RMA's, but now been taken over by Morning Star / Tech Central.

Techmaster actually.
http://203.97.10.198:8080/Contact.aspx

I know, I got their email about the repairs too you know.

Thats their NON warranty repair group.
Its not MorningStar themselves. Note their bank account is different.

Here you go, what Mstar does:
http://www.morningstar.co.nz/products.html

wainuitech
14-10-2007, 08:58 PM
Techmaster actually.
http://203.97.10.198:8080/Contact.aspx

I know, I got their email about the repairs too you know.

Thats their NON warranty repair group.
Its not MorningStar themselves. Note their bank account is different.

Here you go, what Mstar does:
http://www.morningstar.co.nz/products.html

I know what both companies do - I deal with them enough, geees - When I rang once I talked to the people at Morning star, and in a general conversation the lady (my account manager) told me that TechCenteral and morning star are in the same building - as per their postal address.

Phone numbers and bank account details mean nothing, thats normal for Businesses. Hell I have both Telstra and Telecom phone numbers here as well as 2 different bank accounts / numbers 4 with Westpac & 2 With National - I'm still in the one place though.

When I used to get boards replaced under warranty from BDT in Lower Hutt, It was easy as going to collect a new one I'd just go and get it - then My Account manager at BDT informed me that TechCenteral were now handling all Gigabyte Warrantys - RMA's, and when I rang Morning Star once to check on stock availabilty, then asked regarding an RMA they put me through to TechCenteral - same building.

In fact Last week Monday - I sent a Motherboard Back to TechCenteral UNDER WARRANTY 2 months old - board Failure - It has been replaced and sent back Friday last week. The RMA was created a few days before, but I simply replaced the board from stock.
So they DO Warranty /RMA's - if they dont then please tell me where the half dozen or so gigabyte components that were sent to TechCenteral all under warranty went if its a NON Warranty repair Only?

Frankly were the Gigabyte components get serviced in the SI I have no Idea, But when I have a Gigabyte RMA it goes to Techcenteral, same building as Morning Star & it's always return as New.

wainuitech
14-10-2007, 09:23 PM
Damn - Lost my Internet connection again - take a gander at the map from techCenteral link providedHere (http://203.97.10.198:8080/img/map1.jpg) Bottom middle - TechMaster & Morning Star = Same Building;)

pctek
15-10-2007, 10:10 AM
Have you been there? I have. The building is huge. Its not uncommon for business to share you know.

wainuitech
15-10-2007, 11:33 AM
Have you been there? I have. The building is huge. Its not uncommon for business to share you know.

Fully agree, two companies, same building. Thats why when i put both Morning star and TechCenteral I put the / Meaning same location. Thats why there may be some confusion.

As mentioned earlier any RMA's for gigabyte I now send to techcenteral as I was instructed, in fact just had the courier arrive with the new MB I sent last week. Its new not a refurbished one. Where techcenteral got it from I have no Idea.