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.
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.
Posts: 14745 | Registered: Dec 1999
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How old is it? If its within a certain amount of time, you can get a refund from the place of purchase most likely.
Posts: 15770 | Registered: Dec 2001
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Can you make a case that the physical damage is caused by defective workmanship or materials? Because that should be covered by the warranty.
Posts: 21182 | Registered: Sep 2004
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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.
posted
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).
Posts: 15770 | Registered: Dec 2001
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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.
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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.
Posts: 14745 | Registered: Dec 1999
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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.
Posts: 21182 | Registered: Sep 2004
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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.
Posts: 3495 | Registered: Feb 2000
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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 Posts: 264 | Registered: Apr 2004
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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.
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