Compuman

Complaint: ***I am rejecting this response because:Angelo's report is distorted around a few facts 1) Why would you take the job if you knew it would fail?2) How can any reputable business take $250+ and return a customers item in a such a “known” ready to fail state? You knew it would fail immediately yet you still took the feeDoes the notion of warranty for work done mean anything?3) The hinge argument falls apart with the fact that this laptop worked fine for over a year with the factory hingesCan’t you see, it is reasonable to assume, once refitted with new hinges, the laptop should function for another year? It functioned for less than minutesHence the need for complaintTo warn others, that regardless of your vast experience, you are not above ripping off customersI do not want this horrible experience to occur again with anyone else.Sincerely,*** ***

RE: ID # [redacted] Dear Ms [redacted] of the Revdex.com, Thank you for the opportunity to respond and address this unfortunate situation regarding Ms. [redacted]. She brought her ** laptop in for a hinge problem in early January. Soon after diagnosing it I told her the following: 1. That the top (palm rest top...

cover) as well as the hinges would need replacing because ** puts brass fittings into plastic. (See picture #1 below) The screws go into these fittings thus connecting hinges to the laptop. (The problem with this design is that the hinges require hundreds of lbs of pressure to open and close, which renders brass fittings into plastic a bad design – factory defect #1.) In fact in Ms. [redacted]'s case one hinge had become much stiffer and that led to the poor brass/plastic fitting design to break - factory hinge defect #2. (See picture #2 of Ms. [redacted]'s original hinges at the end of the document) Furthermore I researched this series of laptop and found that consumers were having this problem and were saying it was a factory defect. On a side note: Alternatively, if you look at the design of a very succesful producer of laptops, Apple Macbooks, you notice that the screws go directly into aluminum and there is no plastic involved whatsoever, needless to say macbooks rarely have such issues.
2. Therefore I tried to get her to get ** to warranty fix it but she said she had tried and could not get them to do it because she had bought it 2nd hand. I even called them and went round and round with them to no avail. Please note that I have done this for customers over the years some with success and others without as ** is very ruthless in taking care of factory defects.
3. I've been repairing Pcs & Macs for 23 years now. And I can easily tell what brands are troublesome. And I told her ** is one the worst. I love their printers and own one and will advise customers to buy one, but their laptops are very troublesome from model to model, series to series, year after year. 4. In light of the above and the costs totaling $300, I advised her not to fix it but to invest that $300 in a Toshiba laptop which range 300-400 brand new at [redacted], because Toshiba has the least problems and one of the longest track records for producing quality laptops in the industry. In fact I've owned them on and off for years and had one at the time. I told her she could sell her broken laptop on [redacted] or [redacted] and cut her losses short. (Technicians and consumers buy them for parts – hopefully not for repair) However I was surprised to find out that Ms [redacted] wanted to repair it after all my warnings, so I ordered a brand new top cover but had trouble finding hinges that were A). brand new B). guaranteed not to be factory defective. When I found a brand new set, the vendor would not guarantee in writing that the hinges were the non factory defective kind. Therefore after some time I notified Ms. [redacted] of the problem and that she would have to get new hinges that were guaranteed not to be factory defective. After a couple of months, Ms. [redacted] called me and told me her father found some and brought them to me. I had trouble rescheduling working on her laptop due to the amount of time it required vs my workload but finally got it scheduled and finished it. Ms. [redacted] laptop had been in my office completely disassembled for months. And I have a small office and a lot of Macs and Pcs coming in for repair and going out repaired. So I have to constantly organize and reorganize my office. Anyway I found her battery within minutes after I asked her if she had brought a battery in and was having difficulty finding it. When Ms. [redacted] was picking up her computer she mentioned 2 plastic pieces that were missing at the base of the lcd. I explained that in all their wisdom, ** glues these pieces to the lcd base however they have to be removed in order to replace the hinges. And in that process they get bent up and damaged. (Please note these are for cosmetic purposes ONLY they serve absolutely no structural purpose) Why they do this??? In all honesty, just another reason to steer clear of ** laptops. Soon after she paid and left I noticed her old parts were still here and I texted her that she left her old parts and that she can pick them up anytime. I still have them as you can see in the pictures. Later Ms [redacted] texted me a picture of her laptop hinges failing again and I was shocked. So I spoke to her that it was not worth fixing again as it wasn't even in the first place and because I am sympathetic towards students (I was one myself once and have 17 year old son who's one too) and I'm a philanthropist, I offered her a laptop I had in the office that was in working order with windows 7 unlike the unpopular and faulty windows 8 her laptop was operating and of course was NOT an **. But she refused and wanted her money back so she, in her words: “have it fixed properly by another repair shop”. (Warning: If anything, don't fix this ** again, regardless of repair shop!!!) And I told her that I had warned not to fix it and that it was too late as I had put a lot of time into it and the top plate cannot be returned for refund as too much time had lapsed. In conclusion, this reminds me of my younger days when I realized that I should have listened to someone older, that was experienced and working in a subject industry regarding a vehicle years ago. It's a horrible bitter pill to swallow. Nevertheless, I don't want this to be a total loss for the [redacted] Ms. [redacted] and I extend a used windows 7 laptop in working order for her broken laptop so I can sell it for parts to recoup my costs in the used windows 7 laptop. My heart goes out to the [redacted] lady and I understand that with time lessons are learned.
Sincerely,
Angelo
CompuMan
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]