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72 posts

Master Geek
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Topic # 248436 26-Mar-2019 14:51
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Hi all,

 

6 weeks ago I dropped of my laptop at PB Tech asking them to repair the sound on it (sometimes it works, sometimes not), they said they would take a look and get back to me.

 

One week later they told me they thought the sound card was faulty and they had a sound card being sent down from Auckland to test on it to be sure it was a sound card problem, I later found out my laptop has no sound card so no idea what they were on about there.

Another week later they text me saying the motherboard needed repairing and they would ave to send it to Auckland and it would take up to three weeks and cost $270, I told them to go for it.

 

Three weeks later I called them and asked for an update and was told bu the Auckland team that the job had been cancelled and the laptop would be sent back to chch, they could not tell me why it was cancelled and to call the chch store to find out. I called the chch store and was told the people at Auckland could not fix it but they would have a go when they got it back.

 

Another week later they told me the motherboard needed to be replaced and they had a second hand one they could put in it for $160+gst but it was not quite the same and did not have an HDMI port, so I said no and asked them to source a new mother board.

 

5 days later I was told they could fit a new mother board for $391 and they would have to send it to Auckland (AGAIN) for this to be done and it would take up to three weeks. I told them that was to much to spend on my laptop as its about 7 years old, so they came back and said "how about $287? what do you think", I was quite shocked they dropped the price by almost $100 for no reason at all, it makes me think I was being ripped off with the first price, so I told them I do not want to spend more than $200 and the laptop is not worth much so I would come and take the laptop back this afternoon, they replied again and said ""Because we are nice and we like to take care customers like you we will stay on the $207 original quote we gave you".

So to conclude, they have had my laptop for 6 weeks, its been to Auckland and back, now they want to send it to Auckland again an have me wait another 3 weeks and they have dropped the price from around $400 down to $200 just because I refused the repair because of the cost.

 

Has anyone else had an experience like this with PB Tech, its mind blowing for me, I just keep thinking "what next"?


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522 posts

Ultimate Geek
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  Reply # 2205130 26-Mar-2019 14:54
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I would like to think there is a logical explanation, but I'm struggling to think of one.


495 posts

Ultimate Geek
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  Reply # 2205168 26-Mar-2019 16:02
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If the problem can’t be fixed, or can’t be put right within a reasonable time, or is substantial, you can:

 

  • Reject the product and choose a replacement of the same type and similar value or a full refund of your purchase price; or
  • Claim compensation for any drop in the value of the product or service.
  • Cancel the service contract, pay for any satisfactory work already done, and get someone else to finish the repairs; or
  • Have it repaired elsewhere and recover the costs from the retailer, if it refuses to fix a faulty product, or fails to do so in a reasonable time

[Source]

 

Type out and print out a document, along the lines of...

 

 

 

"I gave laptop in to you [date]"

 

"You responded [date] to say .. etc.

 

"This is not acceptable, and I am invoking my rights as a consumer provided under the consumer guarantees act."

 

"This act gives me the right to reject a repair, where it cannot be put right in a reasonable time frame, and this has been going on for 6 weeks during which [insert why you miss the laptop]"

 

"I therefore request either my money back, as per receipt # $123.45"

 

"Please let me know when I may be able to get my money back."

 

 

 

If they fight, and say they're not returning your money, then lower your expectation to a new laptop. You're in the position of power here, so start your demands higher than expected.

 

Possibly have a model printed off, and hand this to them when they do reject your offer, to let them know you're prepared and willing to be a pain in the ass.

 

 

 

This is what I would do, and have seen this method work multiple times.


 
 
 
 


5405 posts

Uber Geek
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  Reply # 2205170 26-Mar-2019 16:07
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David321:

 

Has anyone else had an experience like this with PB Tech?

 

 

Short answer is yes, many people have had this experience.  

 

Service Plus is great for repairs if you can get to them.  


Banana?
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  Reply # 2205171 26-Mar-2019 16:20
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Sounds really weird.

 

IMO, there is no way they have a new motherboard for your laptop, certainly not for $200.

 

Maybe they have an old laptop they can harvest one out of.

 

 

 

If it is 7 years old, I'd just resign myself that it is past its best and start saving for a new one. Get your one back (you may have to pay some sort of assesment fee).

 

 

 

Oh - when you say the sound wan't working, was that through the laptop speakers? Did you try with headphones or external speakers?


defiant
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Ultimate Geek
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  Reply # 2205172 26-Mar-2019 16:22
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It gets much worse if your laptop is damaged in transit (from PB Tech -> you), you'd think it was PB Tech's first time dealing with this type of situation..

 

It was an insurance claim via AA insurance, who use PB Tech.. they received my laptop on 21/6 and after initially receiving the damaged laptop and sending it back a few weeks after that, I finally received my repaired laptop on 21/9.

 

If I ever have to make a claim through AA again I will refuse the use of PB Tech


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Uber Geek
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  Reply # 2205177 26-Mar-2019 16:36
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I think its unrealistic to expect repair to an intermittent hardware fault on a 7 year old device. Use it with the fault or bin it.


493 posts

Ultimate Geek
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  Reply # 2205197 26-Mar-2019 17:18
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Had a similar issue with them for a graphics card that was less than a year old. Took 8 weeks to get a replacement out of them because there is no EVGA service center in NZ and had to go via Aussie to somewhere in Asia to confirm the fault. All they needed to do was plug it in to a test rig and confirm there was no display output and supply me with a replacement card. PB Tech has pretty crappy after sales support.

 

In your case its a 7 year old laptop which is not even worth $100 used. I would of just put up with the fault.


1106 posts

Uber Geek
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  Reply # 2205232 26-Mar-2019 18:42
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Spyware:

 

I think its unrealistic to expect repair to an intermittent hardware fault on a 7 year old device. Use it with the fault or bin it.

 

 

This, any decent IT guy would say the same.


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Uber Geek
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  Reply # 2205240 26-Mar-2019 18:52
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I've had some bad warranty experiences with pbtech, and some good experiences to be fair. 

 

But, the worst ever, was Lenovo. 4 or 5 times they returned my new but faulty laptop.  Then getting a refund, was like trying to fight satan himself!


gzt

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  Reply # 2205243 26-Mar-2019 18:59
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Main problem is sending to Auckland for repair and bad communication between branches.

Send a note to the AK service manager with quoted communication and get it bumped to front of queue.



72 posts

Master Geek
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  Reply # 2205251 26-Mar-2019 19:28
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HI all, I know the laptop is old but I figure if I have to pay a $65 inspection fee I might as well pay $200 and have it fixed as its only $135 more and I can use it hopefully for another year or so.

They offered me a a second hand motherboard first and then they said they could get a new one but it would be a few weeks to get it, so I am hopeful it is actually a new one.


87 posts

Master Geek
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  Reply # 2205265 26-Mar-2019 19:43
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I wonder - did PB Tech simply check the electrical connection with a continuity tester/multimeter between the PCB traces and the 3.5mm jack sockets on the sound board sub-assembly? Probably not.

 

Audio sockets typically have more wear and tear from torsion disconnecting one channel or causing an intermittent connection than even a DC power socket.

 

Most large PC retailers/repairers won't bother doing an electronic repair, and approach repairs with the typical plug and play mentality, as it comes down to billing issues of time vs hourly pay for everyday techs... All about the bottom-line. You could instead try to find a smaller outfit who can do chip repairs, which several do. They will probably fix it in less than an hour.




72 posts

Master Geek
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  Reply # 2205278 26-Mar-2019 20:10
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Yeah they specifically told me they had that done at Auckland and when they said it was fine the guy at chch said he wanted to be sure so he even checked it out himself and said they can not find a fault. He said sometimes it's a piece of hardware on the motherboard which changes the sound from speakers to headphone when headphones are plugged in. That kind of makes sense as I do not have any sound trouble when connected to TV via hdmi

1668 posts

Uber Geek
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  Reply # 2205356 26-Mar-2019 21:45
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A shame PB tech didn't just sell you a USB audio sound card, they sell quite a nice one for $38 https://www.pbtech.co.nz/product/AUDCRE0163/Creative-Sound-Blaster-Play-3-External-Sound-Card

 

 


87 posts

Master Geek
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  Reply # 2205427 26-Mar-2019 23:36
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David321: Yeah they specifically told me they had that done at Auckland and when they said it was fine the guy at chch said he wanted to be sure so he even checked it out himself and said they can not find a fault. He said sometimes it's a piece of hardware on the motherboard which changes the sound from speakers to headphone when headphones are plugged in. That kind of makes sense as I do not have any sound trouble when connected to TV via hdmi

 

Oh right I get it now... I've had the same problem myself from time to time with these softswitch designs for audio device connector multiplexing. I guess the problem is that they 'sense' your connected device based upon impedance/resistance to determine a headphone from a powered speaker,etc.

 

As others say, best bet would be - an external usb device, or alternative drivers for the sound chipset.


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