I bought a computer about 18 months ago. It was from a Big Computer Company that I have trusted and used for years; personally and corporately. However, they have lawyers and I do not, so their name will remain a secret. It came as many do with a two-year warranty. I bought it from an insert, “Online Computer Company Name Here” third party dealer. Meaning I led myself to believe they were part of the Big Company and the Big Company approved of what they sold and would make it right.
I discovered my computer had a problem with the port where the electric plug goes into the battery and needed replacing. I decided, “What the heck, I can fix it for about $35. But since it is still under warranty, I will send it in and let the Big Company fix it, for free.” That made perfect sense to me. The first part, I got correct, the Big Company would be happy to repair it for me. I mailed it to them, in their box, which they had sent to me with their UPS label. They told me they would get with me in about five days and let me know what they found out. Ten days later, I had heard nothing. So, I contacted them.
Guess what? They had no record of my computer being received. I sent them a copy of the delivery showing it was received by them, on a specific date, time, and signed for by Judy in their building. Oops, after an hour on the phone with them, they found it. They would communicate with me in five days and let me know what they found. Consider, I told them exactly what was wrong, which could have been a ten-minute fix for me.
Guess what? Two weeks passed and nothing. I contacted them again. They said I would receive it shortly, and it had been repaired. They were sorry for the delay. Two days later, I received the UPS box from them…empty. Yes, totally empty. I called again. They did not know why I got the empty box. Then they assured me that my computer was on the way.
Now the genuine issues start. I got the computer. Finding out that when you sent your computer in for a simple repair with this company, they replace everything. The drives, the motherboard, the RAM, etc. and replace them with new hardware.
This means that they removed my 1 TB hard drive and the 500 GB secondary drive that I had purchased originally. They replaced them with a 116 GB drive and no secondary drive. WHAT?! They just reduced the value of my laptop and made it so that my programs would no longer fit on my computer, much less all the data. That made it a totally useless computer for me.
They said they replace them with the default hardware that their computers come with. So, I got the smaller drive and no additional drive. That is the way they are sent to the 3rd parties and then those people add the extras. The Big Company is not responsible for the 3rd party seller’s upgrades. Also, the rebuilt computer came with Windows 10 Home edition and not what I bought it with. I got it with Windows 10 Pro. A difference in cost and functionality.
I talked to both companies for several weeks with no help from either company. Also, the 3rd party was no longer doing business with the Big Company. So, caveat emptor for nerds, like me, too.
The $35, ten-minute fix that I could have performed ended up costing me about $150 and two months. If I could not do all the work, it would have been much more. I personally, will never send my computer in for repair if I can repair it myself.
By-the-way, when I shipped them PCs from my offices over the years, I got excellent service and repairs. So, my “theory” is that when you get a “free” warranty, you get one team of people. But then, when you pay for corporate purchases, you get somewhat better service. Since a business can buy hundreds, thousands, or millions of dollars from them, individuals can only buy a couple. I see the difference. As sorry as that is.
