Hi I was writing to get some professional advice regarding my laptop warranty.
I have had many problems with it recently, but after all its almost 3 years old (3 years in this coming February). I purchased this at staples for $1,100, and also purchased the extended warranty for an extra $380.
The biggest problem was the hinge was broken. The broken hinge prevented me from closing the screen. there was a small visable gap between the two pieces of plastic, where the hinge joins (seen here in this picture- see in the red circle - http://img.photobucket.com/albums/v229/mds33200/DSC03982b.jpg
There were no cracks or anything any where else.
I got it back today, opened it up, only to see the repair center did more harm then good. I got it back, and now the laptop is in 2 pieces! They actually ripped part of the plastic that fits arround the LCD see pic- http://img.photobucket.com/albums/v229/mds33200/DSC03983.jpg
They made lots of other claims such as "number 5 key missing" (it just falls off now and then- it isnt missing though), they claimed also that the back has tape on it covering cracks (it does have tape but there isnt a single crack on the back piece- the tape is to hold the battery in place since it often fell out) They also claimed the mouse was broken (I mentioned now and then you have to move ur finger in circles to get it to respond- but only like once a month or so, 99% of the time it works fine) they said its defective though. They also told me the speaker is defective? (I have never had any problems with the speaker so dont know how they came to that conclusion).
So when I sent it, it worked- I could atleast use it, just the hinge prevented it from closing all the way. I got it back in 2 pieces!
I called the warranty company- there was a message saying they will call me back leave my name and number and case id which I did- then I called staples warranty center- they told me there was damage done to the hinge area and screen area- the crack- and thats why they arent covering it.
I explained though the hinge was broken, there was never any cracked parts. They said I have to contact the warrany company if I am dusputing that issue. I called the warranty center again (staples uses a 3rd party for warranty services) and this time when I called they said they are closed.
So I took the laptop to my local staples where I purchased it- they spent over 20 min with customer service, and got me a new case id number. They said the warranty place will be contacting me Tuesday or Wedensday, and in the mean time they said to file a claim with fedex as well, because the warranty company took pictures of the laptop and sent them to staples warranty center. They claimed they received the laptop in 2 pieces!
I asked staples (at the store) how can 3 wires come out though, seperating the laptop in half, and they said they just unplug- so its possable. So I got home and called fedex to file the claim.
However I just realized its not possable for the laptop to have been damaged in the shipping tranzit because after looking more carefully, in order to seperate the cables, you have to take the laptop apart. See in the pics, the cables dont just pass through a hole to the motherboard- you have to disasemble the hardware before you can remove the cables. http://img.photobucket.com/albums/v229/mds33200/DSC04001.jpg
the cables look like they pass internally inside the hinge, onto the motherboard. So obviously they did disasemble it.
My question is this- tomorrow fedex is going to call me and have me bring the box to them, and they are going to inspect the damage. Wont they notice the same thing I did- that in order to disconnect the cables, you have to take the thing apart?
So I dont know what to do now- do I take it apart and put it back together so the cables are dangeling? do I go back to staples to point that out? do I tell fedex I am unavailable untill monday (till I can contact the warranty company)?
It is possable the crack occured in tranzit (unlikley though) but theres no way it got disasembled in tranzit. Any info is appreciated!