Technocorp Australia

Very friendly service.

The initial service offering is fantastic and lured me in, they market themselves well and offer good pricing. But after experiencing their ongoing service, I have been frustrated to date.Firstly, I rented a Microsoft Surface Laptop 2 that was noted as 'pre-loved'. You are essentially locked in to a 3-month or 6-month contract (I chose 6 due to the lower price) before being able to return the device, and after reviewing the photos the laptop looked in good condition and I was happy to proceed. When receiving the laptop, I opened it up and there was a noticeable pen mark underneath the keyboard, something that certainly was not visibly evident when reviewing the photos. I followed up with customer support and they were very reactive, but initially were a bit defensive and sent through their internal photos/images of the laptop noting that there was visibility regarding the pen mark and that I should have been aware of this. These images were far better quality than what was on their website – and the pen mark was not evident. After a bit of debate, I continued with the contract as I was in it more for the functionality and effectiveness of the laptop, not as much the aesthetics. They were also good in providing a small ongoing discount.So, I continued on and started to use the new laptop. The purpose of the laptop was for work, but also to assist in completing some full-time studies. It was important I had a laptop I could use on a daily and nightly basis, pretty much 7 days per week. I started using the laptop on a regular basis and on just the first day it randomly shut down after about 20 minutes of use. It then did the same thing on the second day of use, and then third day of use. I then realised that the laptop was shutting down once it heated up a little and was an obvious fault. I just put up with it initially, as it was only doing it once and then I had freedom to use the laptop for the rest of the day. After a couple of months, the issue started to get significantly worse, and it was shutting down 3-4 times per day and without any warning (I was sometimes losing some valuable pieces of work or study). I reached out to customer support again, my thought process was that potentially I could get a replacement, or a loan device to use, and then send the faulty device back – that’s sort of a standard option in today’s age of tech retail/sales (I thought so anyway). Unfortunately this was not the case and I was advised of two options:1. I’d need to send it back to be diagnosed and repaired, which would be an unknown amount of time2. I could cancel my contract, and try and apply for a new device/contract after the device had been posted back and receivedThis was concerning. The first option was very unsuitable as I needed an ongoing device to use daily for both work and study, waiting for an unknown amount of time (in which I assumed was at least 1-2 weeks) just wasn’t an option. The second option was also concerning, I had extracted my credit report for other needs just weeks prior and it was very visible and noticeable that there was a credit lodgement from Technocorp. So by cancelling the contract and reapplying, it would add another lodgement only months after the previous one. I also had concerns once again over the time frame, as I would still have to send the current laptop back, wait a couple of days, reapply and then wait a couple of days again to have the new device. That’s at least a week and a half turnaround, plus the added concern of credit reporting.So, in the end I have just kept the device and kept paying my contract. The options to assist just weren’t good enough in today’s retail/tech climate, and I believe the business needs to look at more suitable solutions to assist customers with faulty devices in the future.