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  • Computer Technical support or lack of it?

    Apr 17

    I sent my laptop off for repair around 6 weeks ago. It was still under warranty which was good so I wasn’t worried about the bill. The retailer where I purchased the laptop and also dropped it off for repairs called yesterday to let me know it had returned and the repairs were complete.

    I head over tonight after work to pick up my computer. It takes the guy 10-15 minutes to track down the whereabouts of it. When he returns with it, the first thing I noticed was the key on the keyboard that had fallen off I specifically requested to have put back on was not. Not only that but the guy couldn’t even find the key that I sent along with the laptop. I ask him what the deal was. He proceeds to explain in retail terms “although the first repair was covered under warranty, the key falling off was considered wear and tear” therefore they did not reattach it.

    I’m thinking (out loud of course) Why didn’t they at least contact me, tell me it wasn’t covered and would I like to have it fixed anyway? “No clue” he says. Apparently not. If they brought a car in for and oil change and the mechanic noticed the tire going flat, should he let it be just because that wasn’t what they originally came in for? Just an analogy, but I’m sure you see my point.

    Luckily, the tech guy at the counter was willing to help. He snagged a key off one of the floor models, and proceed to fabricate it (wasn’t the same exact one) so it would fit and at least cover the gaping opening in the keyboard. Very nice of him and I of course thanked him.

    So out of incompetence, ignorance or just plain stupidity, comes a random kind act. Thanks for helping me out computer tech guy!

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