It happens all the time: We buy a piece of high-end equipment only to have this new and expensive gadget fail during the warranty period. Depending on the item, it may be worth investing some time and energy to follow the warranty process through; however, getting results may prove frustrating.
At least once a week I hear of a customer who has a laptop with a warranty issue that doesn’t get resolved. Normal wear and tear issues should usually be repaired under warranties; however, manufacturers are finding crafty ways to blame and discourage the customer.
Laptop power connectors, batteries, and hard drives are very common failures, and at one time were considered manufacturers’ responsibility. Batteries are now considered wear items under many warranty terms. Hard drives are too considered wear items which OEM manufacturers are only offering limited coverage.
Companies are wising up to the notion that laptops are mobile devices and are adjusting their terms to complement their use. About the only component warranties actually cover is the motherboard. Even then, failures of the board are arguably the customer’s fault based on the findings of the company once they receive your device.
My friend brought up an issue with her laptop several months ago. Her power jack was loose but the machine still worked fine. She rarely uses the machine and just about every time I visit her apartment the laptop sits idle on the table; in the same spot it was the prior visit. Based on my experience, it is obvious the failing part is a manufacturer defect.
With her warranty expiring at the end of this month, she decided to call HP. She was directed to a claims representative who requested she prepay for the $300.00 repair. Without seeing the computer he told her it wasn’t a fault of manufacturing and she would need to pay for the repair. She opted out of pursuing the issue and chose to deal with the problem when the laptop stops working.
Years ago I read a marketing bulletin for the industry that stated a couple interesting tidbits. First, the longer the customer is on hold the less likely they are to pursue a claim. Second, most of us will not argue against the issue being the fault of the customer. That’s why we’re placed on hold for hours and then blatantly told it’s our problem when we finally talk to someone.
Most consumer electronics manufacturers are guilty of the same. Had my television failed I would have had the option to mail the set or have a technician visit my house – both at my expense. Though the warranty seemed to cover most of the TV repair it didn’t pay for travel. I can’t imagine the expense or headache in mailing a 47″ television.
Purchasing an extended warranty may be an option for many products. Generally these are designed to pick up any issues which happen after the factory warranty expires. These, too, are designed with the warranty company in mind. Most are priced at the fair replacement cost of the item when the extended terms expire. With regard to computers, most of the time the repair cost is less than the initial warranty investment.
Warranties are funny business and when dealing with issues of your own you should always try and escalate the claim within the manufacturer. Some bigger stores will honor replacements within a reasonable amount of time after purchase. Some may go as far as dealing with the manufacturer on your behalf. Before you purchase an extended plan talk to an experienced technician and find out what failures to expect and an estimated cost of repair. You may find the warranties aren’t such a good deal.
(Jeromy Patriquin is the President of Laptop & Computer Repair, Inc. located at 509 Main St. in Gardner. You can text him at (978) 413-2840 or call him directly at (978) 919-8059.)