Advise please, bought laptop at makro

My goto trusted repairer say they don't stock mobos or repair charging circuits. The only other place I know that will stock your parts is SPL but they are super expensive so Mustek's quote makes sense to some degree.

Seems like true repairers are getting thin... don't like it one bit.
 
MickeyDangerez said:
My goto trusted repairer say they don't stock mobos or repair charging circuits. The only other place I know that will stock your parts is SPL but they are super expensive so Mustek's quote makes sense to some degree.

Seems like true repairers are getting thin... don't like it one bit.
Click to expand...
Thanks, yeah I thought as much that this is not going to be repairable from a cost effectiveness perspective.
 
Sacheen said:
Thanks, yeah I thought as much that this is not going to be repairable from a cost effectiveness perspective.
Click to expand...
Maybe if it's just the connector you can only have it replaced. They will quote a motherboard even if its just the connector. Take the voucher and repair yourself (uhm trusted technician).
 
Unless the warranty was stipulated being specifically dependent on what the supplier offered, technically the warranty is between you and makro (nothing stops makro offering a 10 year warranty on a 1 year supplier warranty and vice versa), so if it says 2 years on the sale advert then its 2 years and makro will have to deal with the warranty mismatch internally.
 
Sacheen said:
Hi Guys,

So I took a laptop on an upgrade deal at Makro in December 2018 (early upgrade). In October this year, the laptop stopped charging and wouldn't switch on. Took it into Makro for repair as I was told when purchasing it, it came with a 2 year warranty. Now I get told that the buyer purchased this machine from supplier X and they only come with a 1 year warranty and only machines purchased from supplier Y come with a 2 year warranty. Repairs are R11k and the best Makro is willing to do if offer my half of what I paid as a discount on a new machine. This means I will be paying for 2 laptops basically until the contract is up for renewal. I have the original receipt aswell. Its an Asus i7 laptop.

What's the best way to deal with this?
Click to expand...
They cannot change the warranty terms after the sale.
 
Milano said:
They cannot change the warranty terms after the sale.
Click to expand...
Maybe the salesman made a mistake but the warranty would be printed on the packaging and in the manual. Also, it's provided by a third party namely the supplier. Also what evidence do you have that can prove they said two year warranty? Never go on what people say ask for it in writing. That's why insurance companies and banks don't like email they only want calls because it's much more uncommon for people to record calls. You literally need a human DVR like dash cam. Mancam.
 
Mystic Twilight said:
Unless the warranty was stipulated being specifically dependent on what the supplier offered, technically the warranty is between you and makro (nothing stops makro offering a 10 year warranty on a 1 year supplier warranty and vice versa), so if it says 2 years on the sale advert then its 2 years and makro will have to deal with the warranty mismatch internally.
Click to expand...
only if it is in writing or on the slip or agreement/contract.
 
MickeyDangerez said:
Maybe the salesman made a mistake but the warranty would be printed on the packaging and in the manual. Also, it's provided by a third party namely the supplier. Also what evidence do you have that can prove they said two year warranty? Never go on what people say ask for it in writing. That's why insurance companies and banks don't like email they only want calls because it's much more uncommon for people to record calls. You literally need a human DVR like dash cam. Mancam.
Click to expand...
Exactly. They cannot change the warranty terms. This is the for the OP to post. We don't have access to either. But very often it is stated nowhere. Also raises the question about what offer Makro made wrt a discount. Some would say that depending on how that offer was presented that could be construed as an admission of fault.
 
Milano said:
Exactly. They cannot change the warranty terms. This is the for the OP to post. We don't have access to either. But very often it is stated nowhere. Also raises the question about what offer Makro made wrt a discount. Some would say that depending on how that offer was presented that could be construed as an admission of fault.
Click to expand...
So this is exactly my argument with them. If they say its only 1 year, then they need to prove it. Unfortunately I don't have the box or manuals. This is also still on a 2 year data contract but the manner in which the deals are structured, I am still paying for the laptop. Its a value based deal where you take the contract and get an amount with which you then purchase the device for. They have sent the issue to their legal dept for resolution, so will get feedback today on the outcome or way forward.
 
If it is on 24 month contract the warranty should be in the contract, ask for a copy if you don't have one and check. Also didn't they add insurance cover, you never know until you check the contract.
 
MickeyDangerez said:
If it is on 24 month contract the warranty should be in the contract, ask for a copy if you don't have one and check. Also didn't they add insurance cover, you never know until you check the contract.
Click to expand...
Unfortunately not because it value based the actual device is not part of the contract but rather just a handset instalment. Device insurance appears on the monthly invoice which does not have any insurance on it unfortunately.
 
Sacheen said:
So this is exactly my argument with them. If they say its only 1 year, then they need to prove it. Unfortunately I don't have the box or manuals. This is also still on a 2 year data contract but the manner in which the deals are structured, I am still paying for the laptop. Its a value based deal where you take the contract and get an amount with which you then purchase the device for. They have sent the issue to their legal dept for resolution, so will get feedback today on the outcome or way forward.
Click to expand...
Pls update thread once you have that feedback.
 
ok, so Makro did good and refunded me for the laptop in full so I purchased an Acer that they had on the black Friday deal. Poonesan was outstanding in the manner with which he dealt with this query from the beginning and eventually got the refund approved. I didn't have to argue with anyone.
 
Sacheen said:
ok, so Makro did good and refunded me for the laptop in full so I purchased an Acer that they had on the black Friday deal. Poonesan was outstanding in the manner with which he dealt with this query from the beginning and eventually got the refund approved. I didn't have to argue with anyone.
Click to expand...

That is an excellent outcome - not having to argue in order to be treated fairly by an SA company is rare. Maybe, and just maybe, Makro is beginning to wake up. The cashier at Game was insanely customer-friendly last week almost as though they are attending customer-service training.
 
Milano said:
That is an excellent outcome - not having to argue in order to be treated fairly by an SA company is rare. Maybe, and just maybe, Makro is beginning to wake up. The cashier at Game was insanely customer-friendly last week almost as though they are attending customer-service training.
Click to expand...
Yes, I had to stick to my guns as they did come back last week saying, sorry, they can only offer a discount on a new machine which I rejected again for like the forth time. I then said that he needs to put me infront of the decision makers and then we can have that discussion. So he decided to sit them down on his own and present the case which made them agree to put the customer first so as to keep me as a customer, which I actually appreciate. The guy was really genuine and very professional, even called me back everytime to keep me updated. Customer service is what keeps people coming back, its not what gets them through the door, Retention is what most businesses fail at. They need to think about sustainability and not just the quick buck they make off a once off sale.
 
Sacheen said:
Yes, I had to stick to my guns as they did come back last week saying, sorry, they can only offer a discount on a new machine which I rejected again for like the forth time. I then said that he needs to put me infront of the decision makers and then we can have that discussion. So he decided to sit them down on his own and present the case which made them agree to put the customer first so as to keep me as a customer, which I actually appreciate. The guy was really genuine and very professional, even called me back everytime to keep me updated. Customer service is what keeps people coming back, its not what gets them through the door, Retention is what most businesses fail at. They need to think about sustainability and not just the quick buck they make off a once off sale.
Click to expand...

True and they have a powerful retail position which enables them to solve this with very minimal effort or cost to themselves by shifting the pressure to the supplier rather than always going to war with the customer as has been their standard default position over the decades. Some day they may even choose their customer without all those initial attempts to unjustifiably placate you. Unfortunately most of the effort was still on your part and many would have just resigned themselves to getting screwed over.
 
Makro has always been good on returns for warranty items. I had a PS4 that got hit by lightning a few years ago. Luckily I had the extended warranty. Makro gave me the full value of the purchase even though I returned the console only. I kept the bundle games, 2 controllers and camera, even though I had all if it with me to give it back. They said only the serial number of the console was under the extended warranty. I'm sure somebody messed up there
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X