Ongoing issue with faulty refurbished laptop
I purchased a Certified Refurbished ASUS ROG Strix G16 from Treasure PC through their eBay store.
The laptop subsequently developed an intermittent burning/electrical smell while gaming. Given the potential safety implications, I stopped using it and contacted Treasure PC seeking a refund.
After my initial email, I received approximately seven phone calls from the seller. I specifically asked that communication be kept in writing so there would be a clear record of what was discussed. Despite making that request, the phone calls continued.
Treasure PC directed me to contact ASUS and obtain an RMA (Return Merchandise Authorisation, which in this case ASUS later explained was their standard assessment/repair pathway and could result in the laptop being repaired), despite me making it clear that I was seeking a refund rather than a repair.
I did exactly that and contacted ASUS.
ASUS subsequently advised me in writing that while they could arrange an assessment or repair, a refund or replacement needed to be handled through the retailer, and that the retailer has its own channel for this process.
I forwarded ASUS’s response to Treasure PC and again made it clear that I was seeking a refund rather than a repair. Despite following up multiple times and eventually providing a clear deadline for a response, I have received no further response from Treasure PC.
I also had some concerns about the business’s online presence. I could not find a Google Business listing where customers could leave reviews, and although the company website has an “Address” field, it only lists “Rowville VIC 3178”, without providing a specific street address.
The website lists Luke Cheng’s email address as a contact, yet none of the correspondence I received regarding this dispute was signed with the name of the person handling my case. I found this lack of transparency unprofessional and concerning, particularly when dealing with a significant purchase and a serious product fault.
Despite these concerns, I originally purchased from this seller partly because of their excellent eBay feedback and large number of sales.
After this experience, I went back to eBay intending to leave negative feedback about how the matter had been handled, only to discover that the feedback period for my transaction had already expired.
This significantly changed how I view the seller’s 100% positive eBay feedback. Problems with refurbished electronics can develop after purchase, and experiences involving longer term after sales support may occur after a buyer is no longer able to leave feedback on the original transaction. In my case, my experience cannot now be reflected in the seller’s eBay feedback score.
The matter remains unresolved and I am now pursuing it through other appropriate channels.