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Laptop died - How to approach the store manager?


Miss Lioness

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Well basically my laptop didn't die, just OS won't boot up due to a sort of CPU failure due to overheating. Now the problem is, I found this out by someone who officially does support for the manufacturer of my laptop, but as we took a backdoor (because he is a

colleague of my mom), I cannot refer to him. He tried to fix my problem which I encountered <2 months ago (sometime in June) related to BSOD's and graphical glitches. Also a couple of days ago suddenly a part of my keyboard melted, this is weird because it is made for the most part out of aluminium.

 

Next to that, past few days I've been running some tests and tracked several things such as core temperature and Disk temperature. Both have been going over 90 degrees Celsius, which shouldn't happen either. Now he (the colleague) told me this has to be a manufacturers cause. Now I cannot cite him.

 

So what would be the best course of action?

 

Mind it did had similar troubles in the past year which I sorta fixed for a couple of months. I only knew of the root of my problem today and past few days has been really strange with my laptop.

 

My mom thinks I do not have any merit in my cause and the best I can get is just to let it send in.

 

Another note is that my laptop is only circa 1 year old, but the manufacturers warranty apparently was already running for nearly a year. Also found that out today.

 

 

So how do I approach the store manager with this information?

 

So please shoot any help please =3! Could really use it!

 

Our deepest fear is not that we are inadequate. Our deepest fear is that we are powerful beyond measure. It is our light, not our darkness that most frightens us. We ask ourselves, 'Who am I to be brilliant, gorgeous, talented, fabulous?' Actually, who are you not to be?~ Marianne Williamson

 

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Store manager's just going to tell you to contact the manufacturer anyway regardless if it's still under warranty. You've gone past the point of the store covering you.

 

The fact that you got your mom's colleague to look at it is irrelevant unless he did something that would have voided any warranty you might have had. Go contact the company.

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Store manager's just going to tell you to contact the manufacturer anyway regardless if it's still under warranty. You've gone past the point of the store covering you.

 

The fact that you got your mom's colleague to look at it is irrelevant unless he did something that would have voided any warranty you might have had. Go contact the company.

 

Thing is, I still have additional warranty from the store. In my country we need to prove the problem isn't caused by ourselves, that is the reason I contacted him. He merely tried to start up the system/get into BIOS. He didn't broke any seal or whatsoever. At some point during that we got a BSOD, which I had before too and could fix. However, later it occurred again. We then tried to exclude the harddisk being faulty by using another hard disk, injected in an USB port, to boot up the system. However the BSOD still persisted. We then concluded it might had to do something with the motherboard/CPU. Then I did a small scale stress test to see where an hitch might be, and it seems that during any initial process, whether that is starting up a program/word document or the RuneScape client, the CPU would go over 90 degrees Celsius for a little bit. We did this by hooking up my laptop to another computer using the HDMI port, so we could use the other computers software to as it were scan my laptop.

 

After that we normally shut down and tried booting it up again after we gave it a rest of half an hour to exclude potential overheating do constant starting up/shutting down. BSOD occurred again after which we were forced to reset the laptop to factory settings. From then on whenever I start up the computer, it doesn't want to load OS. 

Our deepest fear is not that we are inadequate. Our deepest fear is that we are powerful beyond measure. It is our light, not our darkness that most frightens us. We ask ourselves, 'Who am I to be brilliant, gorgeous, talented, fabulous?' Actually, who are you not to be?~ Marianne Williamson

 

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Read your extended warranty, and follow it's instructions on how to process your claim. It should be pretty straight forward about how to proceed, but also don't be afraid to confront a store manager if the product is defected, it's why they offer warranties in the first place. 

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You should've sent it in the first time you had troubles with it. Overheating is something that is usually covered. Read your extended warranty and you'll see how to send it in.

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If you don't get much luck over the warranty then check to see if you're covered by house insurance new for old and if so *whoops just dropped my laptop down the stairs*

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"We don't want players to be able to buy their way to success in RuneScape. If we let players start doing this, it devalues RuneScape for others. We feel your status in real-life shouldn't affect your ability to be successful in RuneScape" Jagex 01/04/01 - 02/03/12

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Copying from RSOF:

 

Well I went back to the store, they are frigging stubborn in their policy to first sent it in for repairs. They just don't realize that that is not really financially doable.

 

As I said before, the problem lies withing the motherboad/CPU. I cannot find the exact costs for it, but I remember that the price of the CPU alone was around $380. My laptop should be valued at $730, however there is likely to be addition costs because of additional damages. Such as video card glitches that should also need to be replaced and a potential damaged HDD due to overheating. Also the keyboard is ruined for a bit (right at the spot above the HDD which caused the damage), they could that replaced too. And the back of the screencover is has also a dent in it, but is unrelated to the heating problems, but while they are at it they can replace that too.

 

And after explaining that, they STILL want to sent it in for repairs knowingly it is not financially profitable. So I gotta wait for a phone call tomorrow while they discuss it with their company leader. I offered them other solutions too and they even tried to SELL me another laptop for use @ uni....

 

It is soo infuriating and I feel soo powerless =(.It is "outside" the manufacturers warranty, so the costs would be for the company, not the manufacturer.

 

Why I say "outside" well, because it is a showroom model, the products warranty was activated on the day they got it for use. It had 3.5 months left of warranty when I bought it circa a year ago. I am not sure if this even is legal, but oh well I didn't know at the time and assumed I had 1 year manufacturers warranty.

 

 

They are of course obliged to help, the problem is: what course of action?

 

There are at the moment 3 courses of actions still open:

1) Send it in for repair

2) Replacement of laptop

3) Refund

 

Option 1 would be in my eyes not viable for two reasons:

1) According to law they are obliged to help me without any severe trouble. As I need a laptop for my study which begins again in 2 weeks ish. It is a manner of time constraint. 

2) The parts themselves would total to at least 70% of the original price.

 

Option 2 might be viable under certain conditions:

1) Their site says if a replacement would be the solution, it would be based on value. However, as it is a laptop, I paid for specifications. If they would replace it that would match or above the specifics of my laptop, I could make that concession.

 

Option 3 might be the best for me even though I most likely would only get approximately 70% of the value back, which I am not too happy about since that is not enough at all to buy another laptop. But at least I can buy it at a store where I could but much more trust in it.

Our deepest fear is not that we are inadequate. Our deepest fear is that we are powerful beyond measure. It is our light, not our darkness that most frightens us. We ask ourselves, 'Who am I to be brilliant, gorgeous, talented, fabulous?' Actually, who are you not to be?~ Marianne Williamson

 

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Wow that is a store I would never buy a computer at, if they're so stubborn. And if you have the proof of purchase still, you can use that an claim warranty, unless it's written on it that it was the demo laptop and not a brand new one.

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In my country it doesn't matter whether or is a demo or not.

Our deepest fear is not that we are inadequate. Our deepest fear is that we are powerful beyond measure. It is our light, not our darkness that most frightens us. We ask ourselves, 'Who am I to be brilliant, gorgeous, talented, fabulous?' Actually, who are you not to be?~ Marianne Williamson

 

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Personally I'd have them repair it. At the moment that is the best course of action for you. Whether it is financially advisable for them, is not your concern. If they are willing to spend $700 on repairing the problem, then you shouldn't worry about it. Unless they're going to charge you for anything, I see no reason why you should be against them repairing it unless the damages sustained is in some way your fault and repairing the laptop would make this visible.

Refunding or replacing is obviously not viable for you, since you're going to end up with either a worse laptop, or not enough money to purchase one with similar specs.

Either way, you're going to get the raw deal unless you have them repair it.

 

If the store is unwilling to co-operate you'll have no choice but to contact the manufacturer. But again, this will end up putting you on the wrong side of a bad deal. The laptop is past it's warranty. Unless you have an extended product warranty you'll have to pay for the repairing. I don't think the extended warranty you purchase at the store has any relevance to the manufacturer. So even if you purchased a 5 year warranty from the store, all your repairs will have to be done through them. However, if you purchased an extended warranty from the manufacturer, you should be covered in that regard.

 

Strictly speaking it's not illegal to sell demo models as long as the customer is made aware of this, and as long as they are made aware of the effect this has on their warranty.

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Nox, I have a standard 2 year store warranty. It is still within that warranty. Next to that I have an additional warranty for 2 years (to complete uni with, was the idea).

 

We only found out last Wednesday that the store delivered me a laptop that only had 3 months Factory Warranty on the device, even tho they said it would be 1 year.

 

I handed it for repairs, so hopefully it will all be okay although I very much doubt it will be worthwhile to fix it. So that will get me to my next fears =3!

 

Replacement / money back? According to our laws, I get the free choice between them.

 

Seeing I had bad customer service before I am kinda opted to rather take the money back and choose for a different store.

Secondly they do not really have a matching Laptop with specifications. 

 

Will try and update this more as my thoughts go on and when I finally can find specifics about things in our law book.

Our deepest fear is not that we are inadequate. Our deepest fear is that we are powerful beyond measure. It is our light, not our darkness that most frightens us. We ask ourselves, 'Who am I to be brilliant, gorgeous, talented, fabulous?' Actually, who are you not to be?~ Marianne Williamson

 

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Nox, I have a standard 2 year store warranty. It is still within that warranty. Next to that I have an additional warranty for 2 years (to complete uni with, was the idea).

 

We only found out last Wednesday that the store delivered me a laptop that only had 3 months Factory Warranty on the device, even tho they said it would be 1 year.

Then store should cover it. If i was in your position, i would push them to repair it. You already know that a refund/replacement is going to screw you over. Repairing it might only solve the issue temporarily anyway (till it happens again), but in my opinion this is the only way you should proceed whether it's financially viable for them or not.

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Nox, I have a standard 2 year store warranty. It is still within that warranty. Next to that I have an additional warranty for 2 years (to complete uni with, was the idea).

 

We only found out last Wednesday that the store delivered me a laptop that only had 3 months Factory Warranty on the device, even tho they said it would be 1 year.

Then store should cover it. If i was in your position, i would push them to repair it. You already know that a refund/replacement is going to screw you over. Repairing it might only solve the issue temporarily anyway (till it happens again), but in my opinion this is the only way you should proceed whether it's financially viable for them or not.

 

 

The problem is also that I need it for my colleges/lectures. 

Our deepest fear is not that we are inadequate. Our deepest fear is that we are powerful beyond measure. It is our light, not our darkness that most frightens us. We ask ourselves, 'Who am I to be brilliant, gorgeous, talented, fabulous?' Actually, who are you not to be?~ Marianne Williamson

 

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Well... you have a few options then

 

1.) Let them repair it, and be without a laptop for a few weeks.

2.) Don't do anything about it and be without a laptop until you buy a new one.

3.) Let them refund/replace, have a new laptop almost right away, but with worse specs.

 

Really just depends on how badly you need the laptop, or if you'll be able to use someone else's for the time being.

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  • 2 weeks later...

 

 

Nox, I have a standard 2 year store warranty. It is still within that warranty. Next to that I have an additional warranty for 2 years (to complete uni with, was the idea).

 

We only found out last Wednesday that the store delivered me a laptop that only had 3 months Factory Warranty on the device, even tho they said it would be 1 year.

Then store should cover it. If i was in your position, i would push them to repair it. You already know that a refund/replacement is going to screw you over. Repairing it might only solve the issue temporarily anyway (till it happens again), but in my opinion this is the only way you should proceed whether it's financially viable for them or not.

 

 

The problem is also that I need it for my colleges/lectures. 

 

You might also go to your school's tech department and ask for help.  Both the community college and university I attended had this option for teachers and students (in extreme cases).

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