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Topic # 59691 9-Apr-2010 14:44
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Hi, just wondering if I have any rights in this situation:

I have a Gateway NV54 Laptop (Acer hardware)
Bout a Month ago the middle power-pin in the connector (on the laptop) broke away and made it impossible to charge/power the laptop yet it would run on battery.

I spoke with Gateway/Acer and the guy on the phone said from my description it sounds like Physical Damage so wouldn't be covered under warranty but they would still look at it which involved sending the unit to Australia and could take 3-4 weeks before I got it back.

Because of the message they were unlikely to cover it, I took it to a local computer firm here in Hamilton, who said they had to send the unit I assume up to Auckland to get a quote done and repair.

Took around a week and a half to get a quote which was $182, so I said yep go ahead with it.

I called the computer shop yesterday to find out when the laptop will be available to pick up, only to be told that after they installed the new pin and went to test it...something (a surge?) went through the laptop and shorted out the motherboard rending the laptop now useless. 

Now comes to my question, the morning I took my laptop in I was able to successfully start the laptop on its Battery and it ran fine. The repair shop kept well away from the liability issue, saying there was likely another fault there that when they went to test the new power plug would of cause the short-out on the motherboard. Laptop I believe has not arrived yet back in Hamilton so only going off what I've been told, not seen a repair report, etc.

Pretty much do I have a leg to stand on here or am I going to have to wear the cost of a new laptop?

Thanks 

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  Reply # 316555 9-Apr-2010 14:47
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Do they admit it broke it well it was away with them? If yes, They SHOULD replace it



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  Reply # 316560 9-Apr-2010 14:56
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They wouldn't admit anything on the phone, saying the place they send laptops to for repair is "pretty good"

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  Reply # 316561 9-Apr-2010 14:56
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boby55: Do they admit it broke it well it was away with them? If yes, They SHOULD replace it


+1

I had a very similar issue with a watch battery replacement.  They replaced the battery on a divers type g-shock... next day in the pool with kids and it gets water ingress.

Apparently I should have been offered a pressure test and possibly a seal replacement.  They have confirmed it was their stuff up and are paying for the repairs... only have to wait another 4-6 weeks to get it back... gen parts on order apparently.




Cheers, Stevo

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  Reply # 316563 9-Apr-2010 14:57
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agreed, whilst it was in their possession and testing, if something happens to damage the laptop, it should be replaced/repaired at the repair shops cost, similar to the actual agents that do the servicing.

For example when i sent my PS3 to Sony Repair center to repair, and some damage happened to the unit while they were repairing it- would I expect to have to replace/repair it at my cost? I highly doubt it, as it was beyond my control as to what happened.

It would be different if it was in your hands and something like this happened, in which case your "Home Contents" insurance would cover such a disaster.




--
Stephen
twitter/ NZCoderGuy / KiwiDevStudios

Kiwi Dev Studios




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  Reply # 316564 9-Apr-2010 14:59
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yeah, I checked with my insurance co and there is an exclusion for items that are in the care of someone else, also Acer won't cover it either

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  Reply # 316582 9-Apr-2010 15:21
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If they are a decent company then they should have public liability insurance which would cover any damge they do to customer equipment like yours.






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  Reply # 316593 9-Apr-2010 15:42
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I just had a talk to the local CAB regarding the issue, and there is a provision in the law for when having something serviced and poor workmanship, if the computer co won't play ball and replace the unit I'll have to find someone else who can inspect the repair to see if they stuffed up

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  Reply # 316646 9-Apr-2010 18:51
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CYaBro: If they are a decent company then they should have public liability insurance which would cover any damge they do to customer equipment like yours.


+1 



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  Reply # 321466 21-Apr-2010 21:19
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now things get interesting....
I picked up the laptop last week, saying that because I kept using the laptop after the initial power pin break, something started storing current and when they went to power up the laptop the power supply drew high current which "burned" the motherboard (only got charged the quote fee, power plug fully missing).

I just pulled out the laptop tonight to remove the hard drive so I can do data recovery and bloody hell the thing started! Not much battery left so I didn't do a lot with it but it was fully usable.
The Wi-Fi was working, windows was showing the CPU at correct speed, it detected 4gb of ram (tho it said only 2.99gb usable?) and the hard drive was working fine also. So am just wondering if its the old case of putting too much voltage into an electrical device and just needs time to discharge?

So would it be worth finding another repair shop to get them to see if they can install a power pin and run a full diagnostic (maybe worth sending to acer/gateway this time?) or can someone recommend a place in Hamilton I can take it too?

Thanks.

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  Reply # 321487 21-Apr-2010 22:27
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DjShadow: power plug fully missing


I'd say they've removed the evidence of their mistake. Other theories don't hold water.

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