DSE warranty returns - laptop (abismal tech knowledge)

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richrdh18

199 posts

Master Geek

#85298 16-Jun-2011 19:51

Hi,

Yesterday i picked up a compaq cq56 laptop from a client of mine, the laptop was infected with spyware and viruses. At the time, she said that it was also running slow. I proceed to clean up the spyware etc in safe mode. Restart the laptop normally , then commenced full scans of the system. I had to leave and upon returning the scans were still going. Later on, in noticed that the laptop was not responding as i would expect, so i kicked off a chkdsk and discovered the hdd had bad sectors. Hence running slow slow. (this is not the first time i have seen this)

I advised my client that see that the laptop was only a few months old, it would have to be repaired under warranty, so she'd better take it into where she bought it. (DSE) I even wrote up a letter/report explaining my actions and what the problem was.

She picked up the laptop this morning, took it into DSE and spoke to a couple of people. They basically fobbed her off, explaining that these laptops were slow and they had had issues with them in the past. They said it would be away for 3 weeks if she wanted it repaired. (she couldn't wait that long) They proceeded to sell her another laptop (toshiba) and said they would look at her laptop.

Well she picked up her new toshiba and old laptop this after they reconstituted the compaq, giving it back to her saying that it was good to go again and sell it trademe for 500. After preparing the toshiba for her today, i decided to check out what DSE had done to the compaq (thinking, hey maybe they swapped out the hdd themselves). Well all they had done was to complete the System Recovery process and stop it at the OOBE stage. I tested the hard drive and it still has bad sectors on it, so it is in no position to be sold onward to anyone (if i didn't have a concience, i would but no good karma to sell something you know is faulty)

Anyway, will advise my client tomorrow of my finding and let/watch the crap fly at our local DSE.

From my point of view, they just made a sale, fobbed her off hoping the problem will go away.

Shocking....

loganjames

272 posts

Ultimate Geek

#481987 16-Jun-2011 19:58

But aren't they the Techxperts?

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lxsw20

3188 posts

Uber Geek

#481992 16-Jun-2011 20:10

While she has every right to go back to DSE, you would have been better to advise her to go direct to HP, turn around time would have been much better, 2-3 days parts permitting.

jbard

1377 posts

Uber Geek

#482017 16-Jun-2011 20:45

lxsw20: While she has every right to go back to DSE, you would have been better to advise her to go direct to HP, turn around time would have been much better, 2-3 days parts permitting.

Under the CGA you are meant to return the item to DSE not the manufacturer.

freitasm

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#482019 16-Jun-2011 20:46

DSE is the retail, they are the first point of call.

They obviously wanted a quick sale. If the laptop is still under warranty they should work with the customer to arrange the repairs. The time it takes is another question altogether.

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#482024 16-Jun-2011 20:51

shocker! abYsmal!

lxsw20

3188 posts

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#482029 16-Jun-2011 20:58

More than aware of the CGA, it does not change the fact you're better off taking it direct to HP. You're not waiting for the retailer to get around to ringing HP in a few days to log a job...then a few days later they might bother to drop it off/get it sent in. Then a few days after it's fixed they might bother to pick it up etc.

mp1

142 posts

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#482032 16-Jun-2011 21:04

I doubt it was DSE that did the repair, ask for the service report. You could ring Visual Group and give the laptops serial number.

scuwp

3761 posts

Uber Geek

#482034 16-Jun-2011 21:09

Shocking stuff.

Not sure if I am correct but I did notice that the people that had any clue in the 'old' DSE moved into the 'need-a-nerd' stand when they remodelled themselves. Next thing it was a different business operating inside DSE stores (although still dealing with tech issues for DSE), now they are gone altogether.

Right or wrong my impression is that all the people that actually knew what they were doing went with it.

Never attribute to malice that which is adequately explained by stupidity - Robert J Hanlon

richrdh18

199 posts

Master Geek

#482037 16-Jun-2011 21:25

Will see what DSE say and do about it tomorrow, otherwise, Yes i will advise her to go direct to HP, get it fixed and then hoc it off on TradeMe.

A few weeks ago, i went thru the same with another client, but this time it was with Bond&Bond, they rang me , confirmed my findings and fixed the issue, no questions asked.

I know we are techically knowledgeable, but it appalls me that they (stores) take advantage of people who dont have a clue.

gible

51 posts

Master Geek

#482040 16-Jun-2011 21:30

We had similar trouble with DSE about a year ago and ended up having to threaten them with the complaining to the commerce commission to get rsults, so I'd advise keeping a log of activities/responses and being a total hardass with them.

doublehell

110 posts

Master Geek

#482092 17-Jun-2011 08:05

richrdh18: I know we are techically knowledgeable, but it appalls me that they (stores) take advantage of people who dont have a clue.

That sounds like a clear violation of the fair trading act IMO.

trig42

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#482106 17-Jun-2011 08:48

scuwp: Shocking stuff.

Not sure if I am correct but I did notice that the people that had any clue in the 'old' DSE moved into the 'need-a-nerd' stand when they remodelled themselves. Next thing it was a different business operating inside DSE stores (although still dealing with tech issues for DSE), now they are gone altogether.

Right or wrong my impression is that all the people that actually knew what they were doing went with it.

Partly correct.

The large format stores used to have the Power Squad, which then got disbanded and Need A Nerd took over nationwide. Now DSE have ceased using Need A Nerd and have another crowd in (all initiated from Australia I believe - nothing to do with the service or otherwise any of these parties provide). Neither the Power Squad nor Need A Nerd nor the currect party would or should have dealt with a laptop under warranty - they should be sent away to whomever the manufacturer/importer specifies (ie Visual group or Service Plus). What should have happened if one of these people were in store is that they should have advised the DSE staff to send it away for a HDD replacement.

What probably happened is that they just sent it away saying running slowly and the repair agent just ran the recovery without testing the HDD. In other words, it got sent away without the OPs written report.

Instead of buying a whole new laptop, the OPs client should have just sprung for a new HDD and got it imaged across from the old one. Would have been a lot cheaper and quicker.

vexxxboy

4085 posts

Uber Geek

#482150 17-Jun-2011 10:37

if its a Toshiba then its Service plus in Auckland, i know because DSE tried to make me send a Toshiba TV there to get fixed, i think Service plus are still laughing when i rang them and asked how they were going to get a 46 inch tv from Rotorua to Auckland and them saying they only do laptops, in the end i just dealt with Australia.

Common sense is not as common as you think.

jaymz

1132 posts

Uber Geek

#482163 17-Jun-2011 11:01

the HP warranty check is a handy tool to see if it is under warranty:

http://h10025.www1.hp.com/ewfrf/wc/weInput?cc=uk&lc=en

From there, you can call HP and lodge a warranty call. They will run through a checklist of things to try and replace the part if required.