I paid for a full parts list to build a PC in October last year. A week or two ago the powersupply blew out and the PC would not start.
Me thinking logically went to PB in New Plymouth to get the PSU claimed under warranty. No big deal right? Wrong. Sure the PSU was claimed under warranty and that was replaced fast. What wasn't good was the fact that the PSU has taken the Motherboard with it.
"Sure", I said. All parts were covered on a 2-4 year warranty so I was expecting a quick easy swap if they had one in stock.
They had tested the motherboard and confirmed it was dead. They also told me they need to send it to the manufacturer to confirm that it is dead even though they had proof right there. I work in IT and needed my PC to do after hours work.
I was given two options at this point. I was told I could wait a month or so to see if the manufacturer would replace the part, or purchase a new motherboard.
I needed a PC for work ASAP so I purchased a new motherboard and asked for the old (broken) motherboard to be refunded if found faulty.
This goes without mentioning that when the new motherboard I purchased arrived and they tested to see if it worked in my machine, they tore the whole thing to pieces, confirmed the new one worked and left it in pieces. They then stated that to put my PC back into working order they needed $110!? I brought the PC in with only the PSU unplugged and I have to pay to get it functional again? Okay.
That's not the end though. I took my PC (in pieces) back home with the motherboard I purchased and built it up from scratch. Everything worked fine, It was built fine, ran fine, whatever.
The next week, I get a message saying my replacement motherboard from the manufacturer has arrived and is ready to be picked up, despite being told it would take a month or so. (The only reason I bought a new one is because of the time frame I was given). I gave the New Plymouth guys a call and told them It was pointless for me to have a second motherboard and that I wanted either a full refund or store credit for it instead. They refused and said the best I could do is to sell it on Facebook or TradeMe.. I went back and fourth with these guys for a while until they suggested I call Head Office.
Head Office struggled to understand my issue and kept asking for an invoice number for the purchase of the motherboard. (Which is not why I called, I was calling in regards to the warranty replaced one.)
I gave them my details and they said there was no way I could get credit or a refund on my purchase from last year.
I am now stuck with $200 out of pocket for a new motherboard, and a motherboard waiting in the store that I cannot use.
I want this sorted. My PC also came back without its IO Panel and it was missing a rubber dome for the glass panel standoffs.
Reply by PB Technologies:2019-07-24
Thanks for your feedback about your experience when your PSU/MB failed. I can understand your frustration when your hardware fails and things can't be fixed right away. There's good reasons why some things were handled the way they were and given this is a public forum we'd like to explain our process / reasoning:
Motherboard being sent for repair not replaced / credited straight away – all the main motehrboard manufacturers insist we send faulty hardware back to them for repair / assessment if it has failed after 7 days. Under 7 days we can straight swap / replace / issue credit. All re-sellers of ASUS / Gigabyte in NZ follow the same process. In your case the replacement unit they sent back was not in a retail box - so we can't resell hence why we didn't offer a credit.
Estimating up to a month for repairs, but repairs happening much quicker - we've learned it's better to quote the longer repair time and deliver faster than the other way around. Remember these repairs are being carried out by the manufacturer.
Quoting you to assemble your PC - you shouldn't have been quoted labour to install the new motherboard you bought while your original one was being repaired / assessed. Apologies for this.
Missing I/O - according to our tech who was working on this case, I understand you have since found it :)
In summary we didn't quite get everything right with how we handled this job and apologies for any frustration caused. Also, I now understand our New Plymouth team have contacted you and sorted this case for you.