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Ultimate Geek
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Topic # 114537 22-Feb-2013 18:04 Send private message

Recently sent in a (working) device for repair. (damaged screen)
I received a quote for $150.00
I agreed.
a few days later ( today) I rang and asked them if it was ready.
They stated, "We need to send you another quote, we found something else wrong with it ( main board), $450.00"
The device no longer works, at all, sometimes these faults take a while to show up"

My understanding is that the original quote of $180 should stand, when I argued this with them they said OK, well replace the screen but it's not our problem the rest of the device does not work.

sure, I'm more than a little disapointed by the " attitude" but does anyone have any experience or advice, should I pursue this on legal grounds ?

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  Reply # 767809 22-Feb-2013 18:11 Send private message

If quote was to replace screen that is all they need to do




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  Reply # 767810 22-Feb-2013 18:16 Send private message

What is this 'device'? A laptop?

How did the screen get damaged?

What they're saying is very reasonable.

You took the device to them with instruction to sort the screen problem out. They did sort that problem out for the agreed price.

Once complete they did a basic operational test (which they couldn't even perform when the unit was damaged) and discovered more wrong with it. That's not their fault.

The service space is a complex one and you always have to consider the value of the gear being repaired.

I've seen stacks of money spent on fixing kit that is part of a bigger system. In the case of a big system, you might have to re-engineer a whole set up just because of a faulty $100 dollar unit, so it's worth spending $500 or $1000 getting that bit fixed.

If you're talking about a static $500 device that's going to cost $200 dollars to fix then you may be better to just replace it.

I replaced a whole fridge for the sake of a $10 component because we simply couldn't be sure that having fixed the $10 bit we wouldn't then find more and more bits breaking down.

I could have asked the fridge guy to give the whole machine a proper check over, then paid $300 dollars for his time for him to find nothing.

The same applies to our device. You didn't ask for a quote to check the whole unit over, including the bits you didn't know weren't working. You just asked for a quote to repair the immediately obvious fault.







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Ultimate Geek
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  Reply # 767852 22-Feb-2013 19:03 Send private message

The device is a laptop that was involved in a short struggle between me and a thief, he grabbed the screen rather than the body. I chased after him and he dropped it on the ground as I attempted to catch him. No, he was faster...
Clearly it's not a warranty issue , but despite explaining this, they still treated it as a warranty claim, anyway. I asked them to " Check it out" and get back to me with a repair cost. The quote was for the overall repair, sadly it was given to me over the phone.
I'm dubious because the device was working, booting up, able to transfer data etc, just that the screen was damaged. Now they say that it does not work at all. The thing is only worth about $700

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  Reply # 767857 22-Feb-2013 19:11 Send private message

turnin: The device is a laptop that was involved in a short struggle between me and a thief, he grabbed the screen rather than the body. I chased after him and he dropped it on the ground as I attempted to catch him. No, he was faster...
Clearly it's not a warranty issue , but despite explaining this, they still treated it as a warranty claim, anyway. I asked them to " Check it out" and get back to me with a repair cost. The quote was for the overall repair, sadly it was given to me over the phone.
I'm dubious because the device was working, booting up, able to transfer data etc, just that the screen was damaged. Now they say that it does not work at all. The thing is only worth about $700


Yip, it's a brick and an insurance issue.

I would not have accepted the suggestion that it should be repaired and now you can see why.

Yes, it was working bar the screen until they dissembled it, I accept that.

However in the process of pulling it apart and putting it back together, it sounds like something else just gave up the ghost.

Yes, you could argue that they further damaged it while trying to fix it.  But that's not something you can reasonable prove.

It's sadly quite clear that the poor machine has had a very hard time and we really have no idea at all what state the mother board is really in.

I would take a chair with you when you go to pick it up... because I'm sorry but you really don't have a leg to stand on here.






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Ultimate Geek
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  Reply # 767863 22-Feb-2013 19:25 Send private message

DonGould:

I would take a chair with you when you go to pick it up... because I'm sorry but you really don't have a leg to stand on here.




LOL ok :)

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  Reply # 767864 22-Feb-2013 19:31 Send private message

Sounds like you still have the option to decline the repair and move on. Take that option and buy a new laptop. Chances are you'll be able to recover data from the old HDD if required.




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  Reply # 767868 22-Feb-2013 19:36 Send private message

BigHammer: Sounds like you still have the option to decline the repair and move on. Take that option and buy a new laptop. Chances are you'll be able to recover data from the old HDD if required.


When you say 'decline the repair' what do you mean?

They've ordered and installed new parts for him on his request.  Are you suggesting that he just asks them to remove the new parts and give him back his bits and not charge him at all?

Or are you suggesting that he just pays the normal bench fee but asks them to return the new parts if they can get a credit on those from the wholesaler?

D




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  Reply # 767875 22-Feb-2013 19:53 Send private message

OP stated that they wanted give a revised quote. Where is the bit about ordering parts? Can't find it on this small phone screen. Cheers




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  Reply # 767877 22-Feb-2013 19:57 Send private message

BigHammer: OP stated that they wanted give a revised quote. Where is the bit about ordering parts? Can't find it on this small phone screen. Cheers


AIUI the original quote was for $150 for the screen repair.

If you're talking about declining the revised quote option to fix the rest of the machine, then yes I totally agree with you there.

Sorry, might have been my misunderstanding.

D





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Ultimate Geek
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  Reply # 767887 22-Feb-2013 20:17 Send private message

Well, I gave them authority to replace the screen. I'm guessing I'm now committed to that. 

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  Reply # 767900 22-Feb-2013 20:34 Send private message

turnin: Well, I gave them authority to replace the screen. I'm guessing I'm now committed to that. 


Agreed, but I would have a chat with them about that and not just the person on the front counter.  The screen is of no value to you, so you might want to see if you can compromise on them keeping the broken kit and just taking the hard drive.

It's a long shot, but worth the question.






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  Reply # 767902 22-Feb-2013 20:35 Send private message

They may be happy to negotiation if they also sell laptops and you buy from them?




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  Reply # 767904 22-Feb-2013 20:36 Send private message

Snap. Anyway. Worth a shot?




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  Reply # 767912 22-Feb-2013 20:59 Send private message

BigHammer: Snap. Anyway. Worth a shot?


I would say so.  The only thing this guy really wants is he hard drive and they can just keep the rest.

I would want the hard drive though... but having said that, if there was anything sensitive on that machine then they've already got it if they wanted it.






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Ultimate Geek
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  Reply # 767986 23-Feb-2013 01:00 Send private message

None of the data on the device was particularly sensitive, luckily I used cloud storage but I will look to pursue some sort of deal with them. Insurance will cover the broken window on my car, owned by my company but not the damage to the laptop as the laptop is owned by me, not the company. The only consolation is since the thief was such a fast runner, he displaced his hat and sunglasses which I now have, just not sure if its bad khama to wear them :)

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