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Posted on Tuesday 4 November 2014 at 12:13 pm

Warranty Woes

My surge protector / emergency battery made a popping noise this morning which was followed by an odd burning smell then I realized my laptop had switched to battery. The surge protector and everything else plugged into it were all working fine and the laptop charger wouldn't respond even when plugged into something else so no idea what caused it all but obviously my laptop power charger is dead. Good thing I don't need my laptop for things like writing my dissertation and grading papers. Nope, not at all. Actually, it isn't that bad. The good laptop with the now dead charger is still under warranty so I should be able to get a new charger free and I have a backup laptop that is annoying but can keep me going for a few days until the new charger arrives. Except warranty phone call, of course, turned into far more of a hassle than necessary. In my head, the phone conversation should have gone something like this:

Me: My laptop power charger died this morning.
Person on phone: Are you sure that's the problem?
Me: Yep. The computer works fine except it is now dead as the battery is drained and I can't charge it. Everything else plugged in to that outlet works fine and the charger doesn't power the laptop or even light up even if I plug it into other outlets.
Person on phone: OK. We'll send you a new charger.

Instead the conversation, after multiple transfers to the wrong department and quite a lot of holding, was more like:

Me: My laptop charging cable died this morning.
Dude on phone: OK. Let me just send you to a website to run a diagnostic on the harddrive.
Me: The charging cable is dead and the battery is drained so the laptop is off.
Dude: Well, I need to run this diagnostic to see if there's anything wrong with the computer.
Me: The laptop is fine. The only problem is the charger. Everything was working and should do so again once I can get some power to the computer.
Dude: The diagnostic scan will require an internet connection and approximately 10 minutes.
Me: Laptop no turn on! No power!
Dude: We just want to see if there's anything else wrong so we can send all the parts at once and fix any other problems you might be having.
Dude on phone: It really would help us.
Dude: Fine. I'll send you a new charger.
Me: Thank you.


failte_aoife at 10:17 pm on 04 November 2014 (UTC) (Link)
There must be something about laptop chargers...when mine died I called in the shop where I bought it to ask if I needed to bring just the charger or the laptop as well for an exchange and was told that the charger alone was enough...so I went there, they wrote down the type and said they'd call as soon as they had the part...after about two weeks I called them to ask about it and was told I just needed to come...back there they told me that for an exchange they would need the laptop...when I said that about 215 had already told me that that wasn't necessary he acted more or less like I was stupid for believing somebody who worked also in the store...
(I already had a replacement-charger so at least I could work but it was still highly annoying)
bratty_jedi at 1:49 am on 12 November 2014 (UTC) (Link)
Ugh, sorry your situation was annoying as well. I *love* it when people don't listen or communicate well and act like it is your fault.
sunshine304 at 5:58 pm on 05 November 2014 (UTC) (Link)
Are you sure you spoke to a real person? *g*
It shouldn't be this difficult to understand that the laptop can't be turned on because there's no power. *headdesk*

Well, I'm glad that in the end you managed to get a new charger, even if it came with lots gaping at the stupidity of the hotline dude.
bratty_jedi at 1:48 am on 12 November 2014 (UTC) (Link)
It really is ridiculous how they just won't listen. Oh well. I got the new charger in the mail and it works great, so all well's in the end, I suppose.

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