Screwed by warranty company
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Screwed by warranty company
Sent my laptop in for warranty coverage. They replaced the motherboard and sent it back. Great! But wait. It was about a month before I used the top usb port (vacation...didn't even touch the computer for two weeks). When I plugged a device into the top usb port, it felt loose. I unplugged, and plugged back in. Computer shut down. Called and troubleshooted with a tech. During that process, I looked into the usb port and saw that the the plastic piece that fits over the prongs was missing and the prongs were bent. They tell me to send it in (the problem was still written up as a power problem) then denied service because there was physical damage not covered under the warranty.
I spent a good part of the day trying to talk reasonably to these people explaining that the first time I used the port it failed as a result of their previous repair. No luck. Apparantly too much time had passed from the time I received the computer until the time I called them.
It gets worse. Becase their is physical damage to the unit, the warranty is now void until I get the physical damage repaired by a Compaq certified repair station. They cannot repair the usb port and therefore have to replace the motherboard to complete the repair.
What a crock. They screwed up, now I have two years of warranty I paid for that I am unable to use and a broken usb port.
I spent a good part of the day trying to talk reasonably to these people explaining that the first time I used the port it failed as a result of their previous repair. No luck. Apparantly too much time had passed from the time I received the computer until the time I called them.
It gets worse. Becase their is physical damage to the unit, the warranty is now void until I get the physical damage repaired by a Compaq certified repair station. They cannot repair the usb port and therefore have to replace the motherboard to complete the repair.
What a crock. They screwed up, now I have two years of warranty I paid for that I am unable to use and a broken usb port.
The Oracle
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StirStick,
I would keep going up the ladder at whichever contact you have at Compaq. Keep asking for their supervisor till you get someone that will get the problem fixed for you.
Take Care,
Richard
I would keep going up the ladder at whichever contact you have at Compaq. Keep asking for their supervisor till you get someone that will get the problem fixed for you.
Take Care,
Richard
For many latops the USB sockets (and many other ports) are hard wired onto the motherboard. This is certainly the case for my Dell and may the case for your laptop too.
If it is the case then when you had a new motherboard installed you had new USB sockets installed since they're part of the unit.
So it's probably not that they broke your existing socket - it's that they fitted motherboard with a faulty USB socket when servicing your laptop. The fact that you didn't notice this for a few weeks should be irrelevant.
Would need to check a service manual to determine whether the socket is part of the motherboard unit - what's the laptop model number?
If it is the case then when you had a new motherboard installed you had new USB sockets installed since they're part of the unit.
So it's probably not that they broke your existing socket - it's that they fitted motherboard with a faulty USB socket when servicing your laptop. The fact that you didn't notice this for a few weeks should be irrelevant.
Would need to check a service manual to determine whether the socket is part of the motherboard unit - what's the laptop model number?
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Naples Air Center, Inc.
I tried that. Talked to a couple of customer service supervisors on two different phone calls. I did not lose my cool, tried to talk logically and reasonably, but no luck and nothing I can do or say to change their mind. The one month from receiving the unit until I called them was the major sticking point with them.
I filed a complaint with the Better Business Bureau but I doubt that will get anywhere either.
stagger
It's Compaq Presario 12XL500.
I filed a complaint with the Better Business Bureau but I doubt that will get anywhere either.
stagger
It's Compaq Presario 12XL500.
Naples Air Center is right - most stuff is hardwired and thus part of the motherboard.
The only exceptions on my system are the hard disk, keyboard, display and mini-PCI modem/ethernet all of which plug into little sockets.
The only exceptions on my system are the hard disk, keyboard, display and mini-PCI modem/ethernet all of which plug into little sockets.
The Oracle
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StirStick,
You just sent it to them and the problem was in the motherboard which they replaced. Well the problem is still in the motherboard. You tell them, "how can a part they changed fail within a hour of use!"
Then demand a replacement. It would really be good to go to their marketing department and file a complaint there. (It will get you a lot farther than the BBB.)
Take Care,
Richard
You just sent it to them and the problem was in the motherboard which they replaced. Well the problem is still in the motherboard. You tell them, "how can a part they changed fail within a hour of use!"
Then demand a replacement. It would really be good to go to their marketing department and file a complaint there. (It will get you a lot farther than the BBB.)
Take Care,
Richard
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Naples
I tried that convincing them of that. I'm dealing with GE warranty. Had I called right after I received the computer, they may have sent it back MicroMedics (the company that did the work) for them to fix it. Since it was a month after the fact, they are saying it was too much time. I have been round and round with them about this but to no avail. They absolutely will not do it. Basically I am screwed.
Does anyone know much about going to small claims court? They are in TX and I am a few states away. Would I have to file a claim in their location or could I do it my state?
Does anyone know much about going to small claims court? They are in TX and I am a few states away. Would I have to file a claim in their location or could I do it my state?
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What would be defined as doing business in my state? Circuit City sells their warranties so I'm not sure if that is considered doing business where Circuit City is or not...
'nough said
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I'm not a lawyer, and not familiar with US law generally, but I would suggest that if they accepted to do some warranty work for the initial problem it would imply that they were fulfilling their part of the contract with you - the fact that you are located in a different state could be construed by a layman that they are doing business there.
[did a law course long time ago - remember the bit about English law judging things in the "eye of a layman" - i.e. what an independent bystander would think of a given situation
]
But I digress, I think you should start writing letters, preferably to the top guy/girl - I know in the case of a large sophisticated (sorry I mean dead-end, Richard!) manufacturer with a name starting with D putting pen to paper to the head-honcho does have its effects...
Charles
[did a law course long time ago - remember the bit about English law judging things in the "eye of a layman" - i.e. what an independent bystander would think of a given situation
]But I digress, I think you should start writing letters, preferably to the top guy/girl - I know in the case of a large sophisticated (sorry I mean dead-end, Richard!) manufacturer with a name starting with D putting pen to paper to the head-honcho does have its effects...
Charles
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StirStick,
Doing business would be advertising and selling their products in your state. (The do business nation wide so you have a case in your local small claims court.)
Take Care,
Richard
P.S. It would be worth to file in small claims, it is better than sitting around doing nothing.
Doing business would be advertising and selling their products in your state. (The do business nation wide so you have a case in your local small claims court.)
Take Care,
Richard
P.S. It would be worth to file in small claims, it is better than sitting around doing nothing.
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UPDATE
Well, maybe good news. I filed a complaint with the Better Business Bureau. I received a call from the offending company and it appears they are going to fix it!
