Laptop repair - cosmetically damaged + inferior components

Willeh

Hi all,

I would like your thoughts please with re. to my issue below.

Took a non-working, 5 year old laptop (would turn on but screen remained black) to an independent laptop repair shop 2 and a half weeks ago.

I received a call yesterday saying that it had been fixed - the motherboard was replaced with a "better model and processor" as the original motherboard was faulty and the same model could not be sourced. The repairman asked whether I wanted the data on the hard-drive backed up, but I cannot recall him asking if it was okay to proceed with the replacement - it seemed like as if he just did it.

I arrived at the store a few hours later and spotted a very noticeable cosmetic defect on the bottom right hand corner of the laptop - the repairman admitted that he could not open the case, and he had to cut off and re-stick that corner in order to gain access and install the new motherboard. This seemed a bit dubious as my partner has, in the past, successfully opened and closed up this laptop to apply new thermal paste.

A bit concerned, I turned the laptop on to check the specifications and noticed that the processor was a model which was only marginally better, but the new motherboard did not have a dedicated graphics card (which the previous motherboard did for the purposes of gaming). There was only 2GB of RAM instead of 4GB, which the repairman offered to include "free of charge" when it was highlighted. The repairman expressed he was offended by my meticulous inspection of the laptop, but I don't know whether this is significant to the story or not. When challenged, the repairman kept repeating that the processor was is, less RAM does not matter when it's all about the processor and you don't need a dedicated graphics card. It did reach a stage where he started to offend my knowledge of technology.

I was given 3 options which I decided to consider at home:
1- Pay £165 for the repaired laptop
2- Sell the laptop to the store for £50 as parts
3- Have the repair undone

I don't know if their practice of repairing the laptop has actually breached trading standards regulations? They technically repaired the laptop but at a very big, ugly cosmetic cost. Additionally, they substituted the old components with inferior ones in terms of specifications. My understanding is that the former may be regarded as a "service done badly", but is the non like-for-like replacement of components to fix the laptop allowed? Especially when the discrepancy is considerable - 2GB vs. 4GB RAM (which the repairman claimed was an oversight) and integrated vs. dedicated graphics card.

What should I do? I am tempted to sell the laptop for parts and buy a completely new machine, as it was going for around £30-40 on eBay anyway as a listing for parts before I took it to the store. However I don't know if flagging this establishment with trading standards and pursuing either options 1 or 3 are more economically viable and/or better for future consumers? Particularly with option 1 - try and get a significant amount of money off?

It angers me a little to think that less tech-savvy consumers would be none the wiser when presented with a laptop that is now fixed, but unknowing that the internal components have been substituted for inferior parts!

Many thanks for reading!

[Deleted User]

You are right, halving the RAM will significantly affect the laptop's speed. Particularly with more up to date Operating systems.., not so much with things like XP. But halving the RAM is something he shouldn't have done. One of the easy ways to speed up a PC is to increase the RAM, which is a much more successful (and cheaper) way of doing this than upgrading the processor. Most OS's won't even run very well on 2Gb of RAM.

Whether having an integrated graphics card rather than a separate one is better depends to a degree on what graphics card they have used. Generally speaking, I always avoid integrated graphics cards as they are pretty inferior, and tend to use memory from the system's memory rather than their own. But as I said, this depends on what he's used. But I am not totally sure if you've been left with a motherboard and integrated graphics card or they are now two separate parts.

The comment on not being able to dissassemble the laptop without damaging it indicates he is either useless or extremely careless (can't be bothered to undo all the screws).

But unless your Laptop is worth a fortune, it might not be worth taking out a small claims case. If you try and negotiate with him, of course you might get a reduction. But he could flatly refuse. I'd suggest going in with the cost of the products, a break down of what you had and what you have now, and suggest he at least halves the cost.

If its any consolation, I have been around plenty of these 'inferior' people. And yes, I have been told I didn't have a clue when I seemed to know more than them. It seems to be the back up defensive position.

Leo2020

Whether you need dedicated Graphics is not the point, that's what you had. He should not have damaged the case. And even if it was all about the processor you had 4GB of RAM not 2. The guy shouldn't be repairing PCs. Any repair should be done to a reasonable standard, I don't consider what he has done is reasonable. I think he was hoping that you didn't know anything about computers and he could fobb you off.

The fact that he will include another 2GB of RAM "free of charge" made me laugh, what was he considering doing as an alternative? Charging you for the extra 2GB you already had in your laptop before the repair?

The guy is a cowboy.

I would possibly consider selling the laptop to him for £50 as it is more than what you would get on eBay for it. That way you are rid of him and you can put the £50 towards a new laptop.

philatio

You've been done.

Unfortunately finding a decent laptop repair is a nightmare.
I've used 2 "independent"s in my time and both have turned out to be cowboys.