Asus laptop warranty void due to replacing hard drive

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timmmay

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#201354 15-Aug-2016 11:29

I have a laptop, 2.5 years old, I upgraded it from a HDD to an SSD a year or so ago. Now the screen is flickering with different colors when the hinge is moved, suggesting a problem with the video cable or similar. Clearly this is unrelated to the problem.

I bought the laptop from Ascent, who I've used for years and are generally quite helpful and positive. Ascent tell me that changing the HDD voids the Asus warranty. They say they're happy to take a look at it, but I don't know what will happen when they get it. The repairer could say "sure it's unrelated we'll fix it" or "warranty is void you'll have to pay for it". They might even refuse to look at it.

Is there any applicable argument, policy or law that would support me getting warranty service on the screen even though I've upgraded the HDD?

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#1611852 15-Aug-2016 11:42

They are full of bull.

The USA has the Magnuson-Moss Warranty Act which states that a company can’t require you to upgrade with only its own branded parts to retain the warranty. NZ consumer protection laws take this into account as well, though I am having difficulty spelling this out using official sources.

Here is an article from a NZ IT Distributor about using 3rd party RAM in servers: https://channellife.co.nz/story/duo/

This is worth a review as well: http://www.justanswer.com/newzealand-law/7zbd6-similar-law-new-zealand-usa-s-magnuson-moss.html

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timmmay

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#1611856 15-Aug-2016 11:46

Thanks. Ascent are being helpful, I'm just wondering if there's any legislation or precedent that I can send through in advance that might smooth its way through, in case Asus decide not to be so helpful.

Dynamic

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#1611859 15-Aug-2016 11:49

Ahhhh In my enthusiastic state, I skipped over the 'may' part of your post. :)

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Poll

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#1611873 15-Aug-2016 12:15

Do you still have the original hdd? Throw that back in for the duration of the repair.

Usually manufacturers will say the hdd will be wiped back to factory defaults as part of the repair process so if you don't swap back then do make sure you have a backup and documentation with them that the standard hdd is not in there so they don't give you a refurbished model as stock missing your ssd.

timmmay

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#1611881 15-Aug-2016 12:33

Poll:

Do you still have the original hdd? Throw that back in for the duration of the repair.

Usually manufacturers will say the hdd will be wiped back to factory defaults as part of the repair process so if you don't swap back then do make sure you have a backup and documentation with them that the standard hdd is not in there so they don't give you a refurbished model as stock missing your ssd.

Yes I was going to do that. The real guts of my question is can a manufacturer deny warranty service of a monitor because a hard drive was replaced.

CYaBro

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#1611889 15-Aug-2016 13:04

timmmay:

Poll:

Do you still have the original hdd? Throw that back in for the duration of the repair.

Usually manufacturers will say the hdd will be wiped back to factory defaults as part of the repair process so if you don't swap back then do make sure you have a backup and documentation with them that the standard hdd is not in there so they don't give you a refurbished model as stock missing your ssd.

Yes I was going to do that. The real guts of my question is can a manufacturer deny warranty service of a monitor because a hard drive was replaced.

No they can't, unless damage was done by that part being replaced.

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timmmay

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#1611900 15-Aug-2016 13:22

CYaBro:

No they can't, unless damage was done by that part being replaced.

You saying that is nice, but since there's a standing contract term I would really need a reference to a legal argument or similar to sway them. It is possible, though unlikely, that when taking the back off the computer I broke something, so they have to protect themselves.

Note, they haven't said no, they haven't said they won't fix it, Ascent has just warned me that the warranty is technically void.

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#1611906 15-Aug-2016 13:26

Raised by the rather open NZ/AU clause they put in.. (the norm)

This Warranty does not include failure caused by improper installation, operation, cleaning or maintenance, accident, damage, misuse, abuse, non- ASUS modifications to the product, any software programs, normal wear and tear or any other event, act, default or omission outside ASUS' control.

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#1611931 15-Aug-2016 14:13

No, the warranty on the screen hinge is not void. The warranty on the sata connector for the HDD might be if you break it when fitting a new drive to the machine, but there is no way that the warranty on the screen hinge and flex cable is related at all unless they can prove it was damaged during the HDD swaps.

All my laptops go back without the storage in them. For one of them it was a prick because its a m2 under a panel with a crapload of clips and stuff, but back it went, and HP had no problems with that, the ram being different and the wifi card being different when it came time for them to fix an unrelated issue even tho I had broken some of the clips off when opening it, they did note that on their notes and no other issues.

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timmmay

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#1611972 15-Aug-2016 14:45

richms:

No, the warranty on the screen hinge is not void. The warranty on the sata connector for the HDD might be if you break it when fitting a new drive to the machine, but there is no way that the warranty on the screen hinge and flex cable is related at all unless they can prove it was damaged during the HDD swaps.

All my laptops go back without the storage in them. For one of them it was a prick because its a m2 under a panel with a crapload of clips and stuff, but back it went, and HP had no problems with that, the ram being different and the wifi card being different when it came time for them to fix an unrelated issue even tho I had broken some of the clips off when opening it, they did note that on their notes and no other issues.

I get your point, but there's an agreement that's made when you buy something, unless there's a law or regulation that overrides it it seems they're within their rights to deny warranty even if it's seemingly unrelated.

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#1611974 15-Aug-2016 14:51

The law is the consumer guarantees act for starters.

Even their own warranty says that damage is not covered if it was caused by the parts or unauthorized service. That is totally understandable if you have a failure caused by some random mall repairer. The HDD swap did not cause the damage, and even if the damage happened when swapping a swappable part then the hinge is not fit for purpose, unless the HDD was fitted with a hammer or something.

They just try this crap on and rely on most people going oh, k and walking away.

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#1611987 15-Aug-2016 14:56

Was this a business or private use purchase? if the later the consumer guarantees act has your back. A company's policy does not override legislative protection.

Here is a crazy notion, lets give peace a chance.

timmmay

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#1611994 15-Aug-2016 15:03

100% personal use. Consumer gaurantees act gives some protection, but doesn't directly help as far as I can tell, this is a pretty specific case. It would be done to some kind of reasonableness clause, unless someone can find something I can quote if needed.

"Consumer Guarantees" would cover it just stopping working, but maybe not if I did this. I'm looking for something precise and targeted they can't argue with, which may not exist.

CYaBro

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#1611997 15-Aug-2016 15:09

Can't speak for Asus but I have spoken to HP a couple of times when doing exactly what you did.

Sold a brand new HP laptop, customer wants to upgrade to SSD, but it is one of those laptops that doesn't have a trapdoor for HDD and the whole bottom cover has to be removed.

HP said we can do it without voiding the warranty as long as no damage is caused in the process.

Opinions are my own and not the views of my employer.

timmmay

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#1612011 15-Aug-2016 15:12

Plenty of anecdotal evidence that it should be fine, and a reasonable company won't have a problem with it, but nothing concrete. Appreciate all the thoughts though.

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