Computer repair again and again?

jefflemon

I purchased an expensive desktop computer (£2000) around five years ago from a well known computer company.

A recent software update to the computer caused an issue, after talking to the company, the issue occurred because when the computer was new, they factory failed to write the computer's serial number to the logic board. They offered to fix the issue for free. Unfortunately they were unable to fix the issue with a simple software update, but instead had to replace the logic board. They did this for free in one of their stores.

Upon receiving the company back from the company, there was dust underneath the glass (they take the glass off to get to the logic board). I contacted the company who told me to bring it back into store and they would clean the glass for free.

I brought the computer back in to store, and they cleaned it. I checked the computer over before leaving the store and there was still some dust underneath the screen. I spoke to the store manager who told me that it was not possible for them to remove all dust from underneath the screen, I protested that the screen was now in a worse state then when I bought it in. All of this turned out to be irrelevant though, as I then noticed a crack in the screen. They then apologised and offered to replace the screen's glass. I would have to come back in after they had ordered the part. I then asked if they could make a contribution to my petrol costs as I had now had to come in on 3 separate occasions and would have to come back a forth time to fix the glass. The manager said it was not possible for any sort of compensation.

This is where I am up to now, I am going to take the computer back in to replace the glass tomorrow as the part has arrived. My questions are:

1. Concerning the dust and they say it's the best they can do, I don't believe that this is possible because these computer's come out of the factory without any dust underneath the screen. Should I accept the stores 'excuse'? What rights do I have, surely they have not carried out the repair to a good enough standard if they are leaving dust underneath the glass? I see that the new consumer rights act state's that for a service, the trader has to perform the service with reasonable care and skill. Surely leaving dust under the glass is not taking reasonable care?

2. Where do I stand with asking for costs back for my petrol?

3. As I did not pay for the repair (although I do have paperwork authorising all repairs) what rights do I have?

gardner1

PC WORLD by any chance

jefflemon

Nope, Apple.

boo_star

jefflemon wrote: »

Nope, Apple.

Regarding point 1, it seems reasonable. They don't have a clean room to fit new screens so some dust is inevitable. It even happens during manufacturing.

2. Nowhere.

3. You have the right to a repair, that's all. They have repaired the item and thus you don't really have a complaint. The problem with screens is what they consider a defect, you'll need to provide images for people to discern whether you have a valid complaint or not.

gardner1

jefflemon wrote: »

Nope, Apple.

well that's good...they seem to have good reputation/customer service

bris

gardner1 wrote: »

well that's good...they seem to have good reputation/customer service

Only if you pay for it.


5 years down the line the op almost certainly has Apple care.


Op your at the mercy of the T&C's that come with the warranty, if you want consequential losses you need to go down the SOGA route but in this case it's not worth the time and effort for the sake of a couple of quids worth of petrol.

pendragon_arther

I've still got my Apple after 10 years and it's still as good as new. Okay, I've replaced the screen, the hdd, the motherboard, the PSU, all the internals and the keyboard. But I'm very happy with it.

prowla

Assuming that it is an extended warranty plan, the that is a product which has been purchased, and the requisite level of service should be applicable.

Repairs should have a warranty, and if the item (presumably a laptop or tablet) was returned with either dust under the screen or a cracked screen, then evidently the repair was not up to standard.

My impression is that Apple's standards have been slipping of late; maybe they're being a bit arrogant or perhaps jaded, who knows...?

visidigi

no where does it mention extended warranty. Its a software update which exposed a flaw from new which Apple had to fix.

In trying to fix they then made certain other elements of the laptop worse.

They are resolving these issues.

As for the claims for costs etc. It could be worse. They could have denied they did it. I would keep them happy until you are happy with the repair, then discuss your options - although I cant see the store dealing with it, it might have to be the central support number.

glentoran99

pendragon_arther wrote: »

I've still got my Apple after 10 years and it's still as good as new. Okay, I've replaced the screen, the hdd, the motherboard, the PSU, all the internals and the keyboard. But I'm very happy with it.

https://www.youtube.com/watch?v=BUl6PooveJE

AJXX

AppleCare is a max of 3 years, if the OP's iMac is 5 years old then it's not covered by any sort of warranty/AppleCare - It seems like Apple have done this as a gesture of goodwill.

You have very little right to complain in my opinion and I think asking for petrol costs is just being petty.

You did what is normally a free and completely "at your own risk/we accept no liability" software update on a 5 year old computer - turns out the serial number was not programmed on the logic board so, 5 years down the line they have done this for you for FREE, a logic board replacement on an iMac usually runs £250 as a bare minimum.

Inevitably dust will get under the screen, they agreed to clean it for you since you where not happy. Then it appears like they broke the screen, so have agreed to order new glass for you at their cost likely another £70.

So you've had over £300 worth of work carried out by the store completely free of charge, 5 years down the line from your original purchase on a machine which is now borderline considered "vintage" by the company in question - seems like excellent customer service to me. Yes they got some dust under your screen, but a new logic board is 70% a new computer.

This is when you start to push the boundaries asking for compensation. What you have received so far is in my opinion very good customer service, I'm sure most other electronic companies 5 years down the line would swiftly tell you to get lost.

My advise would be to perhaps have a gentle word with the manager re the amount of times you've had to go back and mention you feel slightly "let down" and see if they will give you something from the store as a gesture of goodwill, if they don't then they'll likely apologise which to be frank is good enough.

I'm amazed they've even bothered to repair this 5 years down the line, yes it wasn't done properly at the factory when it was made, but 5 years is pushing it a bit considering the defect arose from you doing a "at your own risk/we accept no liability" software update.

Don't bother asking for petrol costs, you'll seem very petty.