Where’s my laptop?
Laura M. asks why I had to RMA her “Custom Built” laptop:
I don’t understand why you had to send my laptop away for repairs Gord. I thought it was built by you. Did you not build it? I’m sorry but I’m very confused. Is it guaranteed by them or you? I was under the impression you built it. That’s why I bought it from you. I can’t afford to buy another or pay for repairs on this one. I would appreciate hearing from you when I can get my laptop back.
My Reply:
Sorry Laura, I guess I should have explained my “Customization Process” to you better. I “Custom Build Computers & Laptops to Order”. I tailor your new computer by hand selecting everything that’s installed that we’ve identified you’ll need and want. I don’t have a factory or warehouse to build and store hard drives, motherboards, ram, processors, etc. I analyse my Clients needs and then select/order all the parts I need to “build” it from the warehouse. For desktop PC’s they ship all the parts to me and I assemble it myself. I always have 1-2 desktop computers in stock here that can be quickly customized my me. MORE >>> Laptops are built/assembled there from my specs as follows….
They assemble laptops for me according to my specifications at the wholesalers depot. When I receive it already custom assembled, I install the operating system (Windows) with all updates, and all the software my Client wants. I also protect it from viruses, trojans, worms and malware. In essence when I deliver it, you just sit down and play. I’ve done all the initial things that you would normally have to do …. like doing all the Windows Updates, installing Adobe Reader, Adobe Flash, Adobe Shockwave, Adobe Air, QuickTime and JAVA! I also backup and restore your documents, pictures, videos, music, address book, email and favourites from your old (or another) computer. I then put in all the tools you’ll need for CD/DVD burning, software for cleaning/maintaining your system and any other programs you use like Yahoo Messenger, MSN Messenger, etc. These tasks would have taken you from 6-8 hours of installation and updating it all before you can play. It’s also true that you probably wouldn’t know how to find/install some of the little bits of software & plug-ins that make your gaming/computing experience what it is. You know this yourself from when Java acts up.
So, when a laptop computer is acting up, I don’t have the factory tools on hand to properly disassemble and open/repair the computer. In some cases I can’t even get laptop service manuals. As such, the OEM (Original Equipment Manufacturer) handles the laptop RMA repairs. In this case the Manufacturer’s Canadian Wholesale Distributor is in Montreal. The actual parts manufacturers are in various parts of the 3rd world like China, etc. Any laptops or parts I suspect of being faulty, I must apply online to return it for repair/replacement, quoting my original purchase order number and receipt for what’s called an RMA (variously referred to as a “Return Merchandise Authorization”, “Return to Manufacturer Authorization” or “Return Material Authorization”) then wait for it’s approval. This process can take 7-10 days itself …. in your laptop’s case it took 6 days to get approval because of the weekend. I then must securely package and ship the defective equipment to the “OEM Repair Centre” – in this case it happens to be in Montreal.
As for your question of Guarantee, it is for one year, and yes I am the Guarantees’ Broker. It does have some limitations … like it being dropped, water damage, smoke damage, etc. I Broker the guarantee on behalf of the OEM (The Original Equipment Manufacturer) and the Client (in this case it’s you). If it’s software related, or malware, or doesn’t require motherboard level servicing requiring opening the case, I repair it myself at my shop and get it back to you ASAP. If it’s a suspected motherboard level related failure I must process it as I explained in detail above. I sent your laptop off because I couldn’t determine the problem without opening the case properly and safely, which would void the warrantee.
I also don’t know yet whether they replaced the hard drive, in which case I’ll have to re-install all your stuff myself. That’s 3-5 hours of my time you get for free. My process is also much shorter than the Big Box stores & distributors like FutureShop, Staples, HP, Compaq, Dell, Gateway, Apple, IBM (Lenovo), etc. I have one Client who waited over 4 months to get her laptop back from one of these suppliers. My old personal Dell 9200 laptop’s display conked out and after Purolator picked it up 5 days later, I then waited a total of 9 weeks to get it back. Compared to these outlets I’m Mr. Speedy! The only thing that slows me down is having to deal with the OEM (Original Equipment Manufacturer). I know you’re well aware from your own experience that I usually get your computer back to you in 2-3 days or less. Hope this clears it up for you. I apologize for the delay but it’s beyond my control.