Esquire warranty is worthless

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eegee

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Esquire’s after sales service has once again left me very disappointed.

I bought a FreeCom External 2.5” 320gb hdd last year which recently broke. I took the hdd to warranty’s department a short while back and now I got a phone call telling me that my account has been credited instead of being given a replacement hdd. They did not bother asking me if I wanted cash.

I called Esquire back to find out why and they told me that due to the flooding problem in Thailand, they cannot give me a replacement hdd, and neither can I wait for a replacement hdd. I asked them if I could not just get a new hdd (because they confirmed that they have stock), and they bluntly refused to use any of their stock.

This means that Esquire has ignored the valid warranty on the hdd. They actually expect me to use the credit in my account if I want a replacement hdd from them. The fact that the current hdd is actually selling for more that what I have been credited with, means I will have to spend money to get a replacement hdd.
 
Personally know about this.

They credited his account for R409.26 while selling a new drive for R523.26

Esquire, what were you saying about you guys not being "grey". If you don't keep stock and refuse to do an RMA, what is the point of your warranties?
 
Hmmm, interesting point. Surely the manufactureres themselves should have a reserve stock for RMA's, thus being able to cover failures.

I don't agree with just crediting the amount originally paid. The point of a warranty is to provide a replacment of the faulty unit surely?
 
That is indeed my point.

But with the hard-drive shortage they must be racking it in. There is no profit in honouring a warranty when you can make more selling a new drive.
 
Gnome said:
That is indeed my point.

But with the hard-drive shortage they must be racking it in. There is no profit in honouring a warranty when you can make more selling a new drive.
Click to expand...

So esquire may now RMA the drive and sell it at an additional profit? :eek:
 
From their price list:

Our warranty terms and conditions
Warranty on products is stated on the pricelist. If you not sure on a warranty of a product call your sales team to confirm.
·******** Defective or dead on arrival products will only be accepted in original packaging.
·******** Defective or dead on arrival products must be returned with a detailed fault report and the original invoice.
·******** Esquire does not collect or deliver warranties.
·******** Warranty is only applicable to the reseller and not transferable the end user client.
·******** Warranty period is calculated from original date of purchase
·******** Very important:* No*warranty items will be accepted without the original invoice, packaging, manuals, accessories and software, or if not enclosed in its anti-static protection when brought back.* No items will be released without the original cro document.
·******** All defective products must first be tested by an esquire technician before a replacement is issued.
·******** Software, media, consumables, cables and cartridges do not carry any warranty.
·******** All power adaptors, Notebook batteries, ups batteries, projector lamps and remotes carry a 3 month warranty.
·******** Under no circumstances will Esquire load any unauthorised /pirate software on any system
·******** Unfortunately no cash refunds will be issued for a product that is defective.
·******** Esquire will not be held responsible for cables, software, and packaging or stands lost once booked in.
·******** According to iso 13406-2 standard LCD monitors that have less than five dead pixels will not be swopped out. Warranty on products such benq, hp, Epson and canon must be taken to the appointed service centres.
·******** No credits will be issued if items are available in stock. Items may at times be brought in from another Esquire branch.
·******** Any repair time given by esquire is merely estimated and esquire will not be bound by it
·******** Esquire is not liable for any loss of data on any pc or notebook that is brought in for repairs. Please ensure back ups have been done by you
·******** No items will be released without the original CRO document.
·******** No credits or exchanges will be allowed on all purchases, unless the item is tested faulty and there is no stock available. (This includes compatibility issues)
·******** If a credit note is authorised and passed then the credit passed will be the lesser amount of 70% of the current selling price, or 70% of the original purchase price, whichever is lower, provided the goods are in resalable condition, including manuals, software and packaging. PC and notebooks (COD clients) for assembly must be paid for in full before being assembled
·******** PC and notebooks (account clients) which are for assembly and not collected will incur a handling fee of R350.00 excl. Quote rejection fee of R250.00+vat will be charged for items brought in for repairs. Trading hours Monday-Friday 8H00 to17h00 and Saturdays 9h00 to13h00 at all ESQUIRE branches countrywide. No goods will be dispatched without positive identification for goods bought on account or by paying cheques.
For more information on our trading terms and conditions refer to the reserve side of our pre-printed invoices and whilst every effort has been taken to ensure accuracy in compiling this price list,*no liability can be accepted for errors or omissions E&OE, (errors and omissions excepted)
All logo's and brand names are registered trademarks of their respective owners and are acknowledged as such.
Click to expand...


Points of interest:
·******** No credits will be issued if items are available in stock. Items may at times be brought in from another Esquire branch.

·******** No credits or exchanges will be allowed on all purchases, unless the item is tested faulty and there is no stock available. (This includes compatibility issues)

Come on Esquire, follow your own rules :)
 
Not good. Surely they supply refurbs as replacements? Makes you wonder what the relationship with their supplier is....

I sure the one I bought there some time back does not break.

Species8472 said:
Come on Esquire, follow your own rules :)
Click to expand...

CPA?
 
Last edited:
kayvee said:
So it's okay for the supplier to get screwed?
Click to expand...

No, it is OK for a Business to get screwed, as they should have legal and compliance measures in place to prevent it.

A company taking a consumer for a ride is one thing, a business not protecting itself is another.

Fact is, I still think Esquire is not doing the right thing here, but the CPA does not apply here.
 
Species8472 said:
You are not a Consumer, you are a Business buying from them, a Supplier.
Click to expand...

Not really true. It is a MyBB account. We are still consumers and the act is in full force. However what is the recourse? Lay a complaint and hope for the best?

Taking it to small claims court will cost R300.
 
Either way, it would be interesting to see what Esquire's response is.
 
*SynergyX* said:
not the first time ive heard of this....just saying.
Click to expand...
True but then Esquire came out here on the forum and told everyone they have changed their tune. And in other threads talk about how other "suppliers" (implying FNB who supply IPad2s for less) are grey while their imports are never grey.
 
Defective or dead on arrival products will only be accepted in original packaging.
Click to expand...
The CPA said this was nothing short of illegal.
 
@ eegee

Thank you for the comments and the post

I am sure you know that we are in a totally unique situation at the moment with hard disk drives due to the flooding where pricing has sky rocketed, this is also with External Hard discs drives and shortly with memory modules that are on an upward trend.

Not only with us but every distributor in South Africa and even the Overseas Vendors are passing credits for RMA drives and not replacing them( you are most welcome to check this fact)

We understand your frustration and have been discussing this with Vendors to no avail , Even Hard disks drives that we purchased locally ( when we run out of stocks) from the well –known distributors are doing the exact same thing i.e. passing us credits instead of swopping out

You are most welcome to visit our offices as we always have an open door policy and will show you that FreeCom, Seagate , WD and even the local distributors are passing credits at the moment , No one is swopping out drives that were purchased before the flooding and price increases

We honestly also feel that this is unfair but cannot find a solution , I am sure once the pricing adjust back to normal , (which you can see is currently happening )the situation will go back to normal swop out process ,

At the Moment no one is swopping everyone is passing credits for drives that purchased before the floods and price increases

As far as the Apple IPads is concerns we never ever said that FNB is selling Grey , we merely stated that ours is not a grey import as ours also comes with a local warranty as well.

Regards
ESQ
 
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