Very confused with customer service...

My sister bought a compaq laptop in march with a one year warranty. We went to a party and when we got back she opened her laptop and it looked like pixels or something had leaked in the screen. We mailed the laptop to compaq and this is what it says on the status:

Order type ROBABLY BEYOND ECONOMIC REPAIR
Failure : Dirty
Warranty status:
out of warranty
Service charge:
$1077.84
Payment method:
not applicabl

can anybody explain this? and also this is NOT out of warranty, the laptop is only months old. thank you for an advice or explanation you can offer.

 

So I called and they said a liquid was spilled on the laptop and that it isn't covered. She told me she didn't ever spill anything on it so I don't understand. The lady on the phone told me to "talk to my dad and call her back." I don't understand what that remark was about. I am not happy with service at all.

 

Call them again and see if another rep is more less hostile.

 

If a spill is the issue, then that is not covered unless you have accidental warranty. You can claim there was no liquid spill but they will determine that by themselves and if they say its liquid, then you're out of luck.

 

My sister says she never spilt anything on it. Do you know what else may have caused this?

Also this is a possible replacement:

http://www.fingerhut.com/productgro...llProduct&originalofferxid=96080&proffer=

Any opinions?

 

Your sister didn't spill anything on the laptop.

Maybe someone else did.

 

She is the only one that uses it, I have my own laptop as does my other sister. And my parents have their own computer. It's possible the cat spilled something but I'm sure she would have noticed the liquid on her laptop and around it.

 

Do you have a picture of it before you sent it off? All you have is that it looked like pixels were leaking, which is very vague.

 

What do you mean pixels or something leaked in the screen?

 

no we didnt take a picture, but it looked like this: http://tinypic.com/view.php?pic=2v96ebs&s=4

also the computer itself worked fine when we sent it, only the screen had a problem. however when i called they said all the hardware was fried from a liquid.

 

You got scammed.

 

What do you mean?

 

Oh sorry i'll elaborate.
You sent the machine in because of a "water mark"
You said it was working perfectly other than the mark on the screen.
They told you that somebody spilled liquid on it, the insides are fried,
And now they wont replace it or give it back to you.

 

I meant like, there isn't anything I can do? It doesn't seem right that they can just do that.

 

I don't think so. They won't admit their fault (if it's faulty hardware). Maybe you can get the notebook back unrepaired, and get a new LCD and replace it your self (assuming it's the LCD).

 

two words: case manager

 

Alright so we called HP back and demanded they sent us the laptop back. We got it back in the mail today. There is no battery but I'm not sure if my sister took it out before she sent it. THE LAPTOP WORKS FINE. I am typing on it right now. The motherboard isnt ruined, everything works great. Aside from the screen. I took a picture of it and will attach it. But , why did HP claim that the laptop was ruined when it clearly is not. I am never buying from hp/compaq again.


On a side note, what can we do about the screen?

 

Call HP and ask for a case manager. Or go on ebay to find a new screen.

 

Replacing the screen by yourself isn't a hard thing to do with proper manual for the said laptop. If you still not confident, I'm sure there are forums with experienced people willing to help.