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Hiding behind inadequate consumer laws.

Fact: The average score for a business selling a good product online, offering reasonable delivery times and good prices is going to be high! It's only logical. However, what are things like when a situation goes awry? Well, once again facing facts, if the product is good, then there shouldn't be too many complaints. But this is not quite the case with Mwave Australia Online Store. Given that the number of 1+2 stars ratings equals 12% of the total reviews, one has to question if 12 a high enough number for one not to be concerned? I obviously wasn't when purchasing a wonderful little device; an Intel NUC computer. The price was good and the delivery reasonably quick. When the computer arrived it was well packaged and everything seemed wonderful. And it was... until I discovered that the fully Mwave configured (built and all software pre-installed) was not in fact what had been ordered. Scenario: Having spent some 8 hours syncing Google, One Drive etc, copying all sorts of items from my old decrepit PC, etc (I'm not a tech, hence it probably took a lot longer than a well versed computer person would take). Then while adding further images and vids, the computer tells me it hasn't the space. Turns out the 1TB ssd specified in the sales pitch was in fact a 240GB version. I felt a decent solution (once proving the facts to Mwave with the screenshots they asked for) would be that they supply a 1TB ssd and a one-off migration software licence, which once installed would see me return the wrongly sized ssd back to them. Sadly, Mwave hid behind consumer law stating that the supplier must offer to repair or replace a faulty product. Mwave did exactly that; They advised I send the NUC back to them and they would ensure the appropriate ssd was installed. 8 hours lost, plus I would need to wipe the old ssd before returning the NUC, then on receipt of the replacement I would have to go through the same 8 hour process. Frankly, I felt this was not on. An excerpt of their final response is as follows: "You'll need to return the unit to have your claims validated, as is standard practice across the sector." Please return the unit so we can fully rectify the situation or simply provide a refund. If your only means of production is a computer purchased 13 days ago, a backup solution is recommended, or maybe an external hard drive. Is it me, or is Mwave using a law that lacks bite to simply disregard the main component of the issue?

User's recommendation: Be wary.

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ID
#2426703 Review #2426703 is a subjective opinion of poster.
Location
Sydney, New South Wales
Pros
  • Good products
  • Pricing
  • Decent delivery
Cons
  • Uninterested in suitable restitution
Loss
$100
Preferred solution
Supply the product I paid for,

Refusing to refund price for returned item

Do not trust MWAVE.COM.AU as they will cheat and send you a cheap item which costs $150 less than what was ordered. In October, I purchased a Samsung 860 Evo 2TB 2.5" SSD for $449. When I attempted to get the Samsung rebate, I found out that I had received a cheap model SSD. This was verified by the serial number that it was a Samsung MU-PC2T0R costing only 299.00. On the 7/9/2020 the return of the unit was confirmed by Joshua McKenzie, Return Service and After sales Support Manager with the following statement: "AusPost tracking is far from perfect, we have checked and verified the unit should be with us according to their system." Then he goes on: "We physically do not have this unit. We receive hundreds of products via mail for return daily yet are not behind in receiving these items and are certainly not still processing items from September. Once this unit is found we will proceed the refund immediately and can fully understand your frustration with this unit. Please rest assured this unit will be refunded regardless, we just need to track this item before releasing funds as this is a significant loss for any company of our size which must be justified. This job is now being treated with the highest priority possible On the 3/11/2020 Mwave wrote: "Dear ALBERT, thank you for your reply, if you can please send the unit to back to us and as we have promised stated in our earlier reply "Once this unit is found we will proceed with the refund immediately". They don't appear to be reading their correspondence file to be asking for the return of the unit which was delivered to them on the 7/9/2020. It appears that they just want to give me the brush of, as I have not had any communication from Mwave since then, so no refund, just cheated out of $449.00

User's recommendation: Buy your goods fron other suppliers.

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ID
#2387820 Review #2387820 is a subjective opinion of poster.
Location
Melbourne, Victoria

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