Big problem with PowerNotebooks, need advice please

I just read this story and checked the respons from several people.
Checked the pictures and tart reading all-over again.
One thing keeps me going, why is the notebook looking so dirty, what have or how is this possible?

I think I know more then enough.

 

Dear Piccolo:

I think the way to put this issue behind is PN would send back to you the laptop and you would pay them $89 in return, right?

Well, I feel bad that this has taken this unecessary turn, but here below are some of the lessons learned (please everyone add to this lessons list);

1. Keep your head cool when approaching a vendor customer service.
2. Be objective and look the long term outcome, not the short term.
3. Try to understand both sides expectations.
4. Look to solve the issue the friendly way.
5. Be, very, very patient, extremely patient.

Let me share with you a similar case, my case, my laptop didn't respond anymore (not boot), my warranty is over, so I sent it to Hypersonic and they discovered that there was nothing wrong with the laptop (strange), and they had to do "some" rework around the video card, that's all. All it would cost me $198 plus 90 days warranty, and the laptop would be working at sent to my house door's steps, I didn't like it at the begining, but considering that $198 would not buy me not even a refurbished one, then I said, ok do it. I still believe that there is an skeleton in their closet, but they said they did some work and $198 is not too bad for me, so the expectations were met and everybody is happy. Having said that I have to said that that I should have received the laptop by now, but I'm still waiting (see point 5).

Anyway, we'll try to soften Paladin's face, he is a good guy as we all know him, and I'm almost sure he will do the right thing.

Thank you for sharing your experience, we all know that these things happens many times, we have all gotten on your situation in a way or another one time or more, with a laptop or another product, so we certainly sympathize with you.

And BTW, you are welcome to this forum, there are many good folders and threads that will blow your mind away, so keep coming and enjoy it. And thank you again for sharing your experience with NBR.


PS: I still think you should ask PN how much it would cost to have it repaired, they might surprise you, you would be paying the S&H in any case, you might as well get a laptop that works properly, and the rework might come with some warranty extention. If you send it to another place for repair you will have to pay S&H and the issue verification again.

 

@Wirelessman, im with you.
@paladin44, great answer and the details tell me more then enough.
So yep stick to the point.
@piccolo, have you learned anything from this situation and keep in mind I do understand your reaction.
@powerpack, the bike is okay it's just the way you ride on it.

To all others we have, I hope learned more then enough from this post.

 

I still don't get why people are acting like Paladin said something contrary to my OP.

This pretty much baffled me as well. In fact, when I saw the picture of the monitor I said the pictures couldn't be mine because I wiped mine down thoroughly before I sent it in... But I am a hairy guy and I suppose all that could have been trapped under my keyboard and come lose during shipping, as crazy as that sounds. From the picture you'd think I dumped a bucket of hair on it before packing it up. Either way there's nothing I could have done about it since the keyboard doesn't exactly pop open if one wanted to clean it.

They will not allow this. They are demanding extra money for shipping.

Yes I have. I've learned not to bother seeking out warranties in the future because they seem to be useless and a waste of money. I've learned not to trust a company when they tell you to send in your product for free repair. I've learned not to make angry insinuations no matter how professional you expect a company to be because you never know when they'll take it personally and start holding your property hostage for more money than they originally asked for.

 

Wait....if they're asking you for more money to cover the shipping, what's the $89 for? I thought it WAS for shipping?

 

$89 is a diagnostics fee. It's normally covered under warranty, but the warranty is voided.

 

Define diagnostics: opening the laptop and notice that the laptop had water stain?

 

Yep. And finding out what needs to be replaced and at what cost.

 

Do we know how much is going to cost the repair?

 

I think the best is to pay the price and think about the repair, maybe an spare motherboard can be found on ebay.
Then again looking at the picture's and know for a fact it's easy to see a spill, i guess you can say something is true.
It could be you that's telling everything and not knowing the spill or otherwise.
But i guess no company and sure not powernotebooks is charging you for something that's not correct.
My final word is pay them and pay the extra's try to find a mainboard swap the part clean the notebook inside and outside fit everything back in and check if it's working.

 

Not from what we know, though it's pretty certain that a lot of parts are going to have to be replaced.

 

This can rise, sky high.
But then again look at the pics can this be caused within several days???

 

Well, if the consumer is paying, then the vendor should disclosure the repair plan. However, the problem I think is beyond the real technical issue now, I think the vendor-consumer relationship is damaged and egos are in the mix, so I don't see any light in the tunnel, unfortunately.

 

I disagree. Everything except the video card (and a UBS port I accidentally broke) was in working order when I sent it in. I am pretty confident that once I'm able to put in a new video card it will work fine.

 

Except that other parts of your computer are also rusted. Granted they may currently work, but the possibility of failure is astronomical.

 

You should just try a new GPU, and just get as much use out of it as you can if you think that's all it needs. I think you should get a professional opinion on it first though.

 

Next time took photos of your items before sending to repair.

 

Things are getting a bit mixed up here. Let me see if I can clarify.

1. We were not told there was any liquid or other damage on this laptop when we agreed to pay for Next Day Air shipping to bring it back for what we thought at the time would be a warranty repair.

2. While Piccolo may not have been aware of it, these pictures clearly show that there are several places that indicate that it was not only there, but that it had been there for quite some time slowly corroding several parts.

3. Here are more pictures that I didn't include in the first set that clearly show that Piccolo, or someone, eats on his computer...and so it is not a far stretch to imagine that he, or someone, also drinks on and around it as well.

4. Therefore it was not our responsibility to: A) pay to bring it in to the factory in the first place whether Piccolo knew of the damage or not, B) repair it at no cost under the warranty, C) repair it at all, or D) pay to ship it back to him. This is his computer, not ours. It was damaged before we received it and he needs to take responsibility for it instead of expecting us to absorb his costs.

5. Our labor includes receiving-inventorying-writing up the work order, duplicating the video card issue on the workbench, determining that it needed to be boxed up and sent to Compal (Biz-com) for video card replacement (they are in the same town so that isn't a big deal). Compal sent it back unrepaired due to the liquid spill along with their labor invoice for disassembly, inspection and reassembly. We then determined that the DVDR was also damaged by the liquid spill. We then had to partially disassemble it to verify and document the liquid spill/debris damage in writing and with pictures. We have cleaned it up a bit and will at some point have to reassemble and repackage for shipping.

6. I then forwarded the pictures to Piccolo while informing him of the damage and that the repairs would not be covered by his warranty. I also informed him that his warranty had been voided since this damage occurred while in his possession. I have now spent no less than 4 hours emailing with him, in the same circular wordsmithing way as you have seen him argue here, plus answering and documenting the BBB complaint, and now responding here.

So the bottom line is we have an incoming Next Day Air cost that we should not have had to pay, about 2.5 hours of technician time, including Biz-com technicians, and my time invested in this case.

The pictures say it all, but we continue to see his denials that he, or someone while in his control, did anything to cause the liquid spill damage to his computer, and that we should somehow shoulder responsibility for the associated costs.

The fact is no company has to specifically state that the customer is responsible for shipping (both ways actually) for any out of warranty repairs.

We have made him fair offers to settle this matter while absorbing substantial expense ourselves in the interest of quality customer service, and yet he continues to refuse to take responsibility for damage that was done to his computer by him, or someone, before we ever received it.

At this point I am through with it. He either pays our minimal $89 labor charge, and either makes an unequivocal statement that he agrees that his warranty was voided by physical damage that occurred before we received it or pays $39 shipping/handling and insurance to have it returned to him. If this is unacceptable to him we will just hold it here and wait for his now threatened lawsuit...and let the Judge decide.

You may think I am foolish for exposing myself to taking the time to defend a Small Claims lawsuit and maybe I am (no attorneys can be involved in a Small Claims lawsuit, so it is only my time that is involved). But sometimes you just have to draw the line, and I have decided that this will be just the 2nd time in 9 years of providing quality customer service that the situation warrants my time be spent in such a manner. You know, I almost look forward to presenting our case to the Judge.

 

Piccolo, if you keep this up this whole thing is going to end up costing even more time and money than it already has. Just man up and do the right thing, and get this whole thing over and done with.

 

@paladin44, I saw very clearly that you weren't "holding" his computer hostage. And contrary to others opinions who normally are very on top of things. You have no obligation to absorb shipping charges for a non covered issue. I thought I was very clear in my first post as I tried "pain staken" address. How demanding payment for services (very modest and a gift to consumer) ever became holding hostage? I don't know. And if I read correct you have even offered a solution of $89 to OP even now at expense to you for goodwill compromise and customer relations after all this bad blood. As I see far beyond what any one should expect. I am shocked there is much debate on the entire issue as PowerNotebooks spent a couple of days with notebook and OP spent a year? Somethings defy common sense and in this case the fact that damage occurred while in OP's possession not PNB. All of you wanting the repairs to be done for free and the warranty to be honored get ready to pay more for notebooks and warranty's. Because paladin44 cannot print money so it has to come from somewhere.

It is clear that all have very few choices in how to view this situation. PNB pays for all and fixes because they damaged. With all the clever words OP is saying that is what he is saying. Or PNB is not responsible for any costs even though has been clearly explained they have absorbed much expense that even if they charge for are not breaking even. It was mentioned by myself that likely shipping for non warranty repair is not covered, it seems to have been confirmed by paladin44. They were never going to hit OP for their real costs even at the worst moments, but are now offering to even go back to the original $89 offer? If anyone has issues with this I feel sad for you and for when you get out in the real world or as suggested in the court systems. I believe in discussion but with what has been presented it really is a no brain'r and if you disagree so be it you do have the right to be wrong!