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Thread ID: 72445	2006-09-13 08:16:00	ASUS Notebook service in NZ	Botts (11130)	Press F1

Post ID	Timestamp	Content	User
484300	2006-09-13 08:16:00	Hi I took my labtop into the ASUS service people in Auckland Monday as it had a sceen problem. The problem was that the screen was cracked and they told me that as such it was physical damage and not covered by waranty. I never dropped it, and had been working on it for 2 hours when it "crashed" so wasnt to pleased with this response. They charged me half the cost of a new labtop, and were less than interested in my suggestion i hadnt broken it. They told me they had fixed 1000's of these (@ $1000 each thats $1,000,000 in income for them) and had convinced others they should claim insurance and not warranty. I paid for mine and got it back. Has anyone else had similiar hassles with them? I am considering taking further action against the company as i think they are just ignoring their obligations under waranty and Consumer law. I would like to check if others have had issues before i do this. Botts	Botts (11130)
484301	2006-09-13 08:36:00	They are incorrect - there are many reports of screens developing cracks (usually from the edge as the case breaks). Some iPods were developing cracks .. and it wasn't abuse. Quote the consumer law to them......	gibler (49)
484302	2006-09-13 11:13:00	Who did you take it to? And I'd say they are correct - you should have gone to your insurance company first. You say you diodn't break it - it developed a crack all by itself - well look at it from their point of view - would you believe you if it was the other way around?	pctek (84)
484303	2006-09-13 11:20:00	Welcome to PressF1 Botts :)	stu161204 (123)
484304	2006-09-13 11:39:00	Do you have any idea how it cracked?? Is it a visable crack from the outside?? Had a similar incident with a Vaio today, customer brings it in saying it doesn't power on, my 1st thought is the power supply so I tried one of ours on his laptop & his on our laptop.....his power supply is fine & our one made no difference to his. Ok, pretty clear I need to send in the laptop itself & not the power supply. I Had a quick look around the power plug on the laptop & took a quick spin looking for the serial number to log in the repair. Today a quote comes back from Sony saying the unit has obvious signs of impact damage inside & in turn obviously isn't covered under warranty. On informing the customer of the repair & checking if he want's to pay the $2000 odd dollars for the repair or look into making an insurance claim his 1st comment is "oh, Iv'e never dropped it.....it must have been you guy's in the store, maybe one of your staff dropped it". Super......we can provide video footage of it's life in the store prior to sending it centered in a box, packed, bubble wrapped like a new born baby. Sony would not have signed for a damaged box at there end. The sad part is if he decideds to push it as per usual we will probably have to just take it on the chest :( Im not saying that is what has happened with you Botts....just something along the same sort of lines. Were also looking at having to replace a U2 Ipod that has a failed hdd around 6-7 months out of the 12 month warranty........retail is a shocker, I'd sooner be the supplier as they never get stung with anything, it's almost always the retailer who has to wear the cost. Cheers KiwiMR2 Cheers KiwiMR2	KiwiMR2 (6464)
484305	2006-09-13 23:33:00	Thanks for your replies. My labtop was on my desk and i had been working on it for about two hours when this happened. It wasnt dropped, wasnt impacted by anything. The battery had run low and i plugged it in, and the screen was gone. I guess my question is could it be some type of design fault? or is it likely to have been damaged earlier and somehow been affected then. The labtop does travel with me quite a lot, but i am not aware of it ever been impacted by anything. I really have no idea how it happened.	Botts (11130)
484306	2006-09-14 02:49:00	The labtop does travel with me quite a lot, but i am not aware of it ever been impacted by anything. I really have no idea how it happened. Possibly because you may be careful but baggage handlers, hotel baggage people and couriers are all not careful?	pctek (84)
484307	2006-09-14 05:35:00	Heat can cause LCDs to fail. They can also delaminate as my desktop one is slowly doing over a long period of time. Is there any sign of the laptop buckling in any areas, or is the damage located near the source of heat, either internal or external. They should be able to prove that the damage is caused by impact damage, and not just say that it is. YOu never know, it may have been damaged in transit before you purchased it and the damage may not be appearing until now. One of the leading causes of LCD damage is when someone closed the laptop screen down onto the keyboard when there is something on the keyboard, such as glasses.	rogerp (6864)
484308	2006-09-15 05:41:00	Today a quote comes back from Sony saying the unit has obvious signs of impact damage inside & in turn obviously isn't covered under warranty . On informing the customer of the repair & checking if he want's to pay the $2000 odd dollars for the repair or look into making an insurance claim his 1st comment is "oh, Iv'e never dropped it . . . . . it must have been you guy's in the store, maybe one of your staff dropped it" . Super . . . . . . we can provide video footage of it's life in the store prior to sending it centered in a box, packed, bubble wrapped like a new born baby . Sony would not have signed for a damaged box at there end . The sad part is if he decideds to push it as per usual we will probably have to just take it on the chest Well, I'm usually known for defending the rights of consumers, but I don't support attempted rip-offs either . I'd decline responsibility for the damage, citing that the computer was received dead and get Sony's report on why it is dead . They haven't done their job properly if they haven't identified the reason for the computer not working and having no display, then tied it to the physical damage, which of course would predate your receipt and handling . Then go back to the customer and refuse to accept reponsibility for pre-existing physical damage, citing Sony's report and suggest that they either claim on their insurance, pay $2000 for the repair, or go play in the traffic . Incidentally, I spent many years in the repairs/warranty side of things-electronic and I've seen most of the dodges . If you can't manage your way through a real obvious one like this, perhaps you deserve to lose $2000 . Go manage it, that's what managers are supposed to do . Cheers Billy 8-{)	Billy T (70)
484309	2006-09-15 08:19:00	Looks like my old laptop screen is cracking too. :mad: This should teach me a lesson never go for cheap brand notebooks. ASUS? From Taiwan? :rolleyes: Don't know whether is cost that much or not because a new one cost less than NZ$1000 to get one I mean low specs one. :cool: HP or Lenovo brand? Which is better?	PedalSlammer (8511)
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