Dealing with defective netbook exchange

[Quattro Pete]

Brand new netbook (well known brand) purchased on-line (from an authorized reseller with high rankings). Right from the start, the netbook emits intermittent rather loud buzzing sound (possibly a HDD defect).

The on-line store says to contact the netbook manufacturer directly. The netbook manufacturer acknowledges the defect and asks to have the netbook sent to them for repair or replacement; however, they don't want to pay for the return shipping. They claim it's their standard warranty policy.

Personally, I find this a bit disconcerting. I am used to just getting defective products exchanged if it's within 30 days of purchase and not having to pay the return shipping. In this case, the seller says this does not apply to netbooks, so it's treated as a typical warranty claim handled directly by manufacturer and so buyer is responsible for return shipping.

How would you handle something like this? The shipping is not going to be huge - probably $10 or so. Still, it's the policy that I'm not sure I agree with.

PS: Please no lectures about dangers of buying on-line. I'm well aware of its pros and cons, but policies vary from vendor to vendor. My experiences have generally been positive.

 

[97tbird]

When Crucial sent us some wrong RAM one time, they also wanted us to pay for the return shipping. We patiently requested to be transferred to someone higher up, and talked patiently and explained that the mistake was theirs, not ours, and the product they sent was unusable, AND that return was necessary because of THEIR mistake, and not ours.

They sent us a pre-paid return shipping label after the conversation.

I suggest you talk to Asus a bit more and be firm, but courteous.

 

[Quattro Pete]

Originally Posted By: 97tbird
I suggest you talk to Asus a bit more and be firm, but courteous.

I did speak to the manager/supervisor. Still, they claim they don't have an option of sending out a prepaid shipping label, which I found odd.

Still trying to see if I can just handle it directly through the seller.

 

[ksJoe]

Have you threatened to call the CC company to have the charges removed?

 

[Nick R]

This is incredibly common. Every RMA or product exhange I've done on a product I've had to pay shipping on, it is commonplace. Most places even state that you must pay return shipping.

 

[Mr Nice]

If you complain nicely and speak to the right person some places will email you a FedEx retun label with an RMA # on so you don't have to pay for shipping.

 

[tomcat27]

you may have better luck with the retailer - I have had good luck if I push hard enuf. its up to you. if you dont feel like fighting, just pay the coin and get on with it. of course, I would want to make sure that you are getting a new unit and not a refurbished unit..... which is also common these days.

 

[ToyotaNSaturn]

Paying for shipping back to the repair depot is part of the process from what I have seen, too.

I had a co-worker had to send her son's Toshiba A4 laptop back to the repair depot THREE times for an obvious repair. She didn't have to pay for shipping the last time as they tried to make amends. Having to pay for shipping twice was a real drag.

 

[BearZDefect]

Quattro Pete, do you mind telling us who that reseller is?

The easiest returns from an on-line vendor I've ever had is with PC Connection. They would sent the replacement right away, with no shipping charges, and email me a prepaid shipping label for the return. Only happened twice in the past ten years, but I was impressed each time. The incidents were about five years apart.

The ultimate contrast (the worst, that is) are some eBay vendors.

 

[Quattro Pete]

BuyDig.com

 

[OVERKILL]

I would request to talk to somebody higher up at ASUS. I've always had tremendous luck with their RMA process, but the odd time, you do end up talking to a boner.

 

[JHZR2]

was the policy in place when you bought it? If so, you agreed to it. Likely you tried to get a better deal, and traded price for service.

Less service is a way to keep coss down... right or wrong.

 

[Quattro Pete]

Originally Posted By: JHZR2
was the policy in place when you bought it? If so, you agreed to it. Likely you tried to get a better deal, and traded price for service.

Yup, the policy was there. My fault for not reading it carefully before purchase.

 

[Quattro Pete]

Originally Posted By: OVERK1LL
I would request to talk to somebody higher up at ASUS.

I did - no go. That is their policy and they're sticking to it.

 

[OVERKILL]

Originally Posted By: Quattro Pete
Originally Posted By: OVERK1LL
I would request to talk to somebody higher up at ASUS.

I did - no go. That is their policy and they're sticking to it.



Hmmmm, that's odd. How far is the depot from you? Mine is about 45 minutes, I've NEVER had to pay shipping. I'm wondering if their American policy is different. Having done RMA's for both US and Canadian customers, I can say with complete confidence that the RMA process up here is a LOT easier.

 

[brianl703]

Originally Posted By: rudolphna
This is incredibly common. Every RMA or product exhange I've done on a product I've had to pay shipping on, it is commonplace. Most places even state that you must pay return shipping.


I did not have to do this with my Compaq laptop when one of the keys popped off--they sent me a prepaid shipping label.

 

[uc50ic4more]

As much as it bugs me, paying to shipping to send a defective thing back for repair or replacement has always been my experience - So much so that the one or two times that a manufacturer (usually a small operation) had assumed all shipping costs both ways surprised the heck outta me.

 

[Quattro Pete]

Originally Posted By: OVERK1LL
Originally Posted By: Quattro Pete
Originally Posted By: OVERK1LL
I would request to talk to somebody higher up at ASUS.

I did - no go. That is their policy and they're sticking to it.



Hmmmm, that's odd. How far is the depot from you? Mine is about 45 minutes, I've NEVER had to pay shipping.

Has it been on a notebook or a netbook? As I mentioned in the other thread, their netbook return/repair policies are different from their notebook policies. Probably has to do with the fact that the netbooks sell for a lot less and Asus isn't making enough money on them to justify prepaid return shipping.

 

[OVERKILL]

Originally Posted By: Quattro Pete
Originally Posted By: OVERK1LL
Originally Posted By: Quattro Pete
Originally Posted By: OVERK1LL
I would request to talk to somebody higher up at ASUS.

I did - no go. That is their policy and they're sticking to it.



Hmmmm, that's odd. How far is the depot from you? Mine is about 45 minutes, I've NEVER had to pay shipping.

Has it been on a notebook or a netbook? As I mentioned in the other thread, their netbook return/repair policies are different from their notebook policies. Probably has to do with the fact that the netbooks sell for a lot less and Asus isn't making enough money on them to justify prepaid return shipping.


Or the fact I'm a reseller..........LOL

I would put some pressure on who you bought it from then.