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Warranty means what?

Discussion in 'Computers & Technology Forum' started by exscentric, Oct 12, 2007.

  1. exscentric

    exscentric Well-Known Member
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    I just bought my wife an Acer laptop. The touchpad went out very shortly after she got it set up the way she wanted it. I called tech support for her as she works full time and after a little discussion they said that the touch pad was bad and that they would send a new one out.

    Assuming it was very easy to replace I hung up.

    It came yesterday. The touch pad is an integrated part of the top of the computer. They sent the entire top with a new keyboard. Well, I thought that was rather strange but figured with some good directions I could handle it okay.

    Well, went looking for the directions - you are right, there were none.

    Since I fixed tv/stereo for years and have worked over a few computers I figured it wouldn't be too bad. 25 screws, pulling the hard drive and removing the display from the bottom later I was ready to change the top -- took about two hours - sure it was slow for an old guy, but just how do you folks define warranty when it says "1 year parts and labor - mail in or carry in."

    Seems like expecting customers to do major surgery is rather like that
    commercial where the guy is holding a knife and the doctor on the phone is telling him to make a cut in his gut :laugh:

    Ain't it nice being a customer these days? :tonofbricks:
     
  2. mcdirector

    mcdirector Active Member

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    oh good grief!
     
  3. exscentric

    exscentric Well-Known Member
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    Now they will probably tell me that since I opened the computer our warranty is voided :laugh:
     
  4. Alcott

    Alcott Well-Known Member
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    Warranty means what?

    I think I remember once meeting a guy named Warren Thimblerig.
     
  5. kubel

    kubel New Member

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    Did you have the option to send it in for repairs? Most manufacturers have 3 options:

    -On Site Repair
    They ship you the replacement part, and they send a service repairman to replace the part. This is usually extra-cost.

    -Depot Repair
    You send it to them, they fix, and they ship it back. I've used this method several times. This is almost always standard, and you are generally expected to pay postage both ways. Some companies like HP are very good about this, and cover the cost of shipping to them (next day), shipping to you (next day), and also send you free packaging material (next day). That's three shipments per repair, which costs them about $75.

    -Customer Repair
    They ship you the part and you perform the repair. I've only done this once and it was a very simple part. This is also standard, but they generally only do this with simple parts or unless they are under the impression that you can repair it yourself.


    Replacing a laptop base is a pretty major undertaking for a consumer to be expected to do themselves. You could have probably contacted them again and said you weren't going to make this repair yourself, and they would have probably issued an RMA / CSO for a depot repair. I'm pretty sure Acer's standard warranty is 1 year parts, 1 year service and includes depot repair through the entire warranty period.

    According to their site:

     
  6. exscentric

    exscentric Well-Known Member
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    Yes, the warranty states 1 year parts and labor, carry in or mail in.

    the man on the phone gave no options - just said he was sending a touch pad. I just assumed it was an easy replacement.

    I wrote Acer a letter to suggest different actions toward their customers :thumbs:
     
  7. mcdirector

    mcdirector Active Member

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    Was it a nice letter?
     
  8. exscentric

    exscentric Well-Known Member
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    Actually for me it was very nice :laugh:

    I kept it nice as I really doubt that I was treated as the company would like and just wanted them to know what was going on.

    Acer just bought out Gateway I hear and now is the third largest PC company in the country so doubt they would want too many unsatisfied customers :thumbs:
     
  9. exscentric

    exscentric Well-Known Member
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    Clarification:

    Just got off the phone from a call from Acer :thumbs:

    Very nice man on the other end with an apology and a big assurance that what happened is not their policy. He said that they send out batteries for the customer to replace but never parts that require disassembly. I told him that was great to hear.

    He assured me that they would address this issue with the tech. - told him I didn't want anyone to get in trouble!

    Anyway warranty still means warranty :laugh:
     
  10. mcdirector

    mcdirector Active Member

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    That's a relief!
     
  11. Bethelassoc

    Bethelassoc Member

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    Micron PC bought out the business/education side of Gateway. As part of my job as a tech, I deal with the warranty issues at our school district, and have had to chase my tail with finding the correct help. We usually let Gateway/MPC send out a tech to fix the laptop issues, seeing as we don't have time for all those little screws. :)

    David
     
  12. Trotter

    Trotter <img src =/6412.jpg>

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    Acer is not known for great customer support. It is also not known for the reliability of its lower-end lappys (at least not until very recently).
     
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