Can I be charged labour for a warranty repair?

Forums › Off topic › Can I be charged labour for a warranty repair?

nickd

447 posts

Ultimate Geek

#65692 5-Aug-2010 20:28

I have left this general as I am sure there is an overall answer that will cover my question, if not, it is to do with a laptop.

It may have already been covered, if so just link me to the post that I haven't been able to find.

Full story: Laptop is 3.5 years old, case was cracking, it's an acknowledged design fault. Repairer stated it was under warranty, service report states it is under warranty. I am being charged for half an hours work to change the casing. I am in possession of the laptop.

Thoughts? Ideas?
I have left this very general as it could just be an honest mistake by the repairer and I will follow up on it. I thought I should get my facts straight before I go making a noise about it.

Thanks - Nick.

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188 posts

Master Geek

#363907 5-Aug-2010 20:53

Assuming CGA applies (not contracted out of because of business use) then no they can't charge you.

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tardtasticx

3075 posts

Uber Geek

#363911 5-Aug-2010 20:57

If its an in warranty repair, then no, they can't charge you.

nickd

447 posts

Ultimate Geek

#363915 5-Aug-2010 21:12

No, it's personal use. Ahh well, maybe it's an honest mistake.

sbiddle

30853 posts

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#363921 5-Aug-2010 21:19

It would depend entirely on what the warranty said.

Parts only warranties are relatively common.

robbyp

1199 posts

Uber Geek

#363948 5-Aug-2010 22:15

nickd: I have left this general as I am sure there is an overall answer that will cover my question, if not, it is to do with a laptop.

It may have already been covered, if so just link me to the post that I haven't been able to find.

Full story: Laptop is 3.5 years old, case was cracking, it's an acknowledged design fault. Repairer stated it was under warranty, service report states it is under warranty. I am being charged for half an hours work to change the casing. I am in possession of the laptop.

Thoughts? Ideas?
I have left this very general as it could just be an honest mistake by the repairer and I will follow up on it. I thought I should get my facts straight before I go making a noise about it.

Thanks - Nick.

If it is known fault and the manufacturer is covering the cost, then it shoudld be the manufacturer that is covering the cost.

jtbthatsme

937 posts

Ultimate Geek

Trusted

#363950 5-Aug-2010 22:23

Just wopndering is this a charge before the work is done or has the work already been done???

Reason I ask is if the work has not been done then it is actually quite common for a charge prior to the actual work being done.

If it is then found that the fault is covered by the warranty then they would refund the charge. The reasoning behind it is quite sound as simply put they can not be sure that the fault in question is a product or a user created issue. Eg drop your cell into the bath or spill a coffee on it. Dry it out and take it in and say it just stopped working. They need to be sure the issue is actually a product fault.

This is something I have experienced on more than one occasion when sending cellphones in for a repair so may be applicable here.

josephhinvest

1542 posts

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#363979 5-Aug-2010 23:37

Indeed. Assuming this is a white MacBook, Apple have put in place a Quality Program which addresses this issue, at no cost to the end user. I would not expect you should have been charged.
Perhaps there was also non-warranty work done? Software issues, software updates etc.
And it could be an error, if you paid in advance before it was confirmed as the specific issue, and not refunded after.
Or could just be human error, the repairer clicking the wrong box.

Cheers,
Joseph

eXDee

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#363986 6-Aug-2010 00:01

jtbthatsme: Just wopndering is this a charge before the work is done or has the work already been done???

Reason I ask is if the work has not been done then it is actually quite common for a charge prior to the actual work being done.

If it is then found that the fault is covered by the warranty then they would refund the charge. The reasoning behind it is quite sound as simply put they can not be sure that the fault in question is a product or a user created issue. Eg drop your cell into the bath or spill a coffee on it. Dry it out and take it in and say it just stopped working. They need to be sure the issue is actually a product fault.

This is something I have experienced on more than one occasion when sending cellphones in for a repair so may be applicable here.

Thats a bond, and almost always taken for cell phones.

You don't have to pay anything for warranty repairs, or anything under the CGA for that matter.

nickd

447 posts

Ultimate Geek

#363988 6-Aug-2010 00:14

@jtbthatsme: I didn't really want to influence anyones answers by explaining that, but it was mentioned when I took the laptop in it would be under warranty to repair it. The work was done, laptop sent back out to me including paperwork showing the labour.

@jofizz: I guess you would see enough of these to know that 3.5 years + cracking case meant macbook? I figured it is just human error which is why I'm not that worried about it at the moment but it's always wise to check it out before making a fool of myself.

Ragnor

8196 posts

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#364120 6-Aug-2010 10:59

Expected reasonable life time for a laptop is around 5 years (based on CGA cases that went to the disputes tribunal and consumer.org,nz advice).

I believe you should not have to pay anything to get this fixed, it's will be covered under the CGA regardless,

icepicknz

309 posts

Ultimate Geek

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#364128 6-Aug-2010 11:13

some companies may charge you to backup your data before starting work, but then again it's up to you if you want your data to be recovered or not so they can charge if they like.

Barry Murphy
ISPMap - New Zealand ISP map
Vibe Communications LTD - Business ISP and Wholesale Carrier

Any comments made by myself don't reflect the views of my employer, they are mine and mine alone

cgrew

860 posts

Ultimate Geek
Inactive user

#364156 6-Aug-2010 11:55

Consumer guarantees act - no you should not be charged for labour if the laptop is still under warranty.

graemeh

2078 posts

Uber Geek

#364198 6-Aug-2010 12:57

eXDee: You don't have to pay anything for warranty repairs

I wish people would STOP saying that. It's not true. It depends ENTIRELY on the conditions of the warranty (unless you're talking about the specific warranty that this laptop was repaired under and you happen to know it includes labour).

nickd

447 posts

Ultimate Geek

#364219 6-Aug-2010 13:20

@graemeh: Could you explain a bit more? It was my understanding that CGA supersedes the conditions of the warranty, or am I just getting the wrong end of the stick?

cgrew

860 posts

Ultimate Geek
Inactive user

#364221 6-Aug-2010 13:21

graemeh:
eXDee: You don't have to pay anything for warranty repairs

I wish people would STOP saying that. It's not true. It depends ENTIRELY on the conditions of the warranty (unless you're talking about the specific warranty that this laptop was repaired under and you happen to know it includes labour).

Wrong with a capital W - if the laptop has faulted as mentioned before with an acknowledged design fault then the consumer (mr cookie monster) does not have to pay for any labour charge what so ever. Or anything for that matter.

If you question my logic then see for yourself - it is government law under the consumer guarentees act 1993.

http://www.legislation.govt.nz/act/public/1993/0091/latest/DLM311053.html

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