Hatrack River Forum: physical damage to laptops

This is topic physical damage to laptops in forum Books, Films, Food and Culture at Hatrack River Forum.

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Posted by mackillian (Member # 586) on :

*frustrated*

Okay, I'm hard on laptops. I've dropped this one. More than once. NOT once has it broken when dropped.

So more than a week ago, I open up my laptop to check email. CRACK! wtf? The case to the LCD monitor cracked along a seam on the bottom left side, right next to the hinge. The monitor itself was off (which is odd, I'd left it computer on, and had just shut it).

I wanted to know if it still worked as a whole. I turned if off. Back on. Booted up fine. I just couldn't CLOSE it because of the cracked case. I duct taped that shut so that I could open/close it.

Today I called Averatec to find out about getting the LCD case replaced because it'd cracked and I hadn't CAUSED the crack.

They won't replace it. It isn't covered under warranty because it's physical damage.

Now, if I had CAUSED the physical damage, I could understand. Hell, I'd be kicking my own ass. But this time, I didn't do it. It wasn't me. FOR ONCE. But it isn't covered.

[Wall Bash]

Now what do I do? I mean, I could send it back anyway and they'll refurbish it and I get to pay for it. Or I could just find better adhesive and clean up the LCD case.

Posted by Kama (Member # 3022) on :

you dropped another laptop?

Posted by mackillian (Member # 586) on :

I didn't drop it this time!

Posted by fugu13 (Member # 2859) on :

How old is it? If its within a certain amount of time, you can get a refund from the place of purchase most likely.

Posted by mackillian (Member # 586) on :

August 2004

Posted by ketchupqueen (Member # 6877) on :

Can you make a case that the physical damage is caused by defective workmanship or materials? Because that should be covered by the warranty.

Posted by Zeugma (Member # 6636) on :

Dude, I've had a series of different iBooks for the past 4 years, and I've dropped each one many, many times. Really bad drops, like off countertops onto tile, from standing eye-level onto hardwood floors, usually open and running during the drop. They've been kicked, spilled on, pounced on by a crazy Boxer puppy, and left in sub-zero temperatures for days at a time. For a while, I used to demonstrate their toughness by throwing them, open, onto the floor on purpose.

And in the rare instances where they suffered from the trauma, the damage was purely cosmetic.

Just sayin'.

[Wink]

Posted by mackillian (Member # 586) on :

They'll just say I'm lying, kq, and that I really dropped it and that's how it broke.

And Z?

*stab*

Posted by fugu13 (Member # 2859) on :

So start filing complaints with BBBs, the Attorney General, et cetera.

Well, first tell them you're going to. Make sure you're talking to someone who'll take it seriously (I suggest a second level supervisor at minimum; if you can get the phone number of someone higher up, even better).

Posted by ketchupqueen (Member # 6877) on :

And every time they refuse, ask their name and then ask for their supervisor.

Then use their name to their supervisor. Keep a list of who you talked to. And definitely threaten to (and do) file complaints. Also, if there's a consumer advocate reporter on a local news show, report it to him or her.

[ February 09, 2005, 03:34 PM: Message edited by: ketchupqueen ]

Posted by mackillian (Member # 586) on :

I suck at phone confrontation, that's one of the problems. Their system was down and they couldn't give me an RMA number, either, and told me to call back in 30 minutes.

Posted by ketchupqueen (Member # 6877) on :

When you call back, have a script written out; that helps me. Clearly state your problem. If they say it's not covered, ask their name and to speak to a supervisor. Go up as high as you can. Then threaten to file a complaint if they're still not cooperating.

Posted by Amka (Member # 690) on :

We should sick Vladimir on it. He never swears, he never raises his voice. But ouch. On the other hand, if the person on the other side of the phone is trying to help as much as they can, he lets them know that too.

Posted by mackillian (Member # 586) on :

It's his Russian accent. [Wink]

OR...they've heard about his skill at mafia.

[ February 09, 2005, 06:30 PM: Message edited by: mackillian ]

Posted by rivka (Member # 4859) on :

Or both. You don't mess with the Russian mafia.

Posted by kyrie (Member # 6415) on :

Zeugma, I have a powerbook and reading your post just about gave me a heart attack. This is the first computer I have had that is purly mine and not my parents so I am rediculusly overprotective. I did know that Macs held up better to pysical abuse then PCs but im glad your the one doing the "testing" and not me [Big Grin]

Posted by Tstorm (Member # 1871) on :

Mack,

I've seen this many times from the other side of the counter, in a retail electronics store. If you're worried about physical damage to a laptop or other piece of electronic equipment, then you should know that rarely, if ever, does the manufacturer's warranty or the store's extended warranty cover "physical damage."

Have you considered buying insurance for your laptop, or a plan that covers "physical damage?" The retail electronics store *might* offer it, but the manufacturer might also. You'd be surprised to find out the cost is comparable to many in-store warranties, but that depends on the item you're insuring. Of course, you might not get software support or in-home/in-store service like the electronics store offers, but in your case, it might be worth the trade off.

Good luck. [Smile]