Repairs that don’t fix your laptop and charge for the privilege

I should have tried this because I have relations that recount a couple of experiences similar to yours. It is a long trek to the nearest Apple Store and my computer was over three years old. Here is what happened.

A Mac repairer quoted me over £400 when I took in a MacBook Pro that still worked perfectly but had a broken hinge, possibly as a result of a small drop months earlier. The reason for the high cost is that the the Apple procedure is to replace the laptop lid and the screen, which are bonded together. I bought a new MBP.

Jac. Your MacBook dropped? It threw itself on the floor? I can’t understand why you would think John Lewis would take responsibility for this….! The only people I might expect to help you with this would be your insurer, but even then it’s not their responsibility to not throw it on the floor…

Thats a shame, because the hinges are easily swappable. there’s no need to take the screen assembly apart. Apple charges around £15 per hinge (on the unibody version)

your replacement drive should cost no more than £50 plus 1 hour labour @ £45

The part itself can be replaced in under 10 minutes but allow extra time for testing purposes

As a repairer, I can tell you the drive itself is easily available new for £15. Add £45 for repair and testing (I would charge a bit less given how quick this part swaps out)

I agree, but there are many problems that can be resolved by a patient and reasonably competent computer owner. In the same way, some people manage to look after their own car. There are too many people who proclaim that everything needs to be left to the experts. Sorting out the problems in the examples cited in the introduction is within the ability of many people.

I am well aware of the havoc that DIY work can cause, having tried to sort out problems caused by both DIY and paid-for repairs. It is essential that people have some idea of their own limitations if they decide to have a go. The first thing to tackle is having good backups and malware protection.

Spot on Ian!

I could not agree more ‘wavechange’.

But I no longer look after my own car except perhaps put oil in it, or check the tyre pressure. Cars have gone beyond what an amateur can tinker with and I think laptops are the same.

It’s a question of confidence. I’m sure I can fix most laptop problems and at least leave it in the same state as I got it, if I can’t. I’m sure I can’t do that with my car anymore, even with instructions from the internet.

Most people could fix most simple laptop issues, but they are afraid to try. This is of course what the false experts prey upon and I do mean prey.

As to size, the big boys do it for economic reasons. The local ‘PC shop’ may do it because they don’t know any better.

Now I wonder if ‘Ian’s Expert Mechanics’ has been taken as a company name ……..

If a laptop is fairly old it may not be worth having repaired, so there is little to lose by having a go. Problems are sometimes intermittent and it can be time consuming and therefore expensive for the professionals to fix. The owner who is accustomed to the machine may know when the problem occurs, which can provide valuable clues to what might be wrong. Hardware repairs to laptops are very difficult (desktop machines are much easier to work on) but many problems, such as the ones in the Which? investigation, don’t need a screwdriver, never mind a soldering iron.

‘Ian’s Expert Mechanics’ sounds good, but I hope that you aware that the T&Cs don’t permit you to promote your own business round here. 🙂

Before trying yourself, one word:

Backup! Backup! Backup!

Ok, thats three, but I thought I would make the point.

The high street is there to sweep up the non-competant computer owners.
It’s sad that theres no standardised service on the high street, and this is further compounded by bad store management, and the repair staff are given high sales targets to meet. Hardly in the best customer interest.

Always go for the smaller independent. Get a quote for the whole job, not by the hour. Don’t pay until it’s fixed.

Thanks Patrick. My latest Which? mag hasn’t arrived yet, but I’ll be sure to come back later when I’ve read it. 🙂

The best advice yet!

Burn your ‘Cannot afford to lose’ data to a good quality DVD-R.

I do this every so often, saved me from many a heart stopping moment.

While we are going off-topic and mentioning backups, can I recommend having more than one backup!

Excellent advice, seldom heeded, similarly, the Banks rely on that lethargy to be able to charge people the exorbitant interest rate because they are late with their repayments.

The rest of the world have discovered the convenience of laptops, tablets and smartphones. Desktop computers have their place for work and keeping important files more securely but their market share is falling. You can stay plugged in in one place but most people want more flexibility in their lives. I believe Cicero used a different kind of tablet.

I don’t consider myself a ‘Laggard’ in technology, quite the reverse, there is a growing market for laptops/tablets. but there is a trade of.
By their very nature, they are vulnerable to knocks, being dropped etc, unlike a Desktop.
Read some of the posts on here and you will see the gripes about Dropped Cracked Screens et-al!
I have a had many a friend who have bought a laptop admit to me they have dropped it, the dog knocked it flying, etc, etc, and what a shock they got when they wanted it repaired …They said it would be cheaper to buy a new laptop,……Only they forgot or never bothered to ‘Backup’ their data!…………..I bet they forget to settle up their credit card debts as well, incurring large interest charges!

And why the comment on Cicero is beyond me!…..Ahhh!,….A joke!?….Well,….very nearly, Yuk, yuk!

The vulnerability of laptops etc. to damage and theft is a very important consideration. Backups are even more important and important files are best kept on the desktop.

Wavechange. A desktop isn’t the only ‘safe’ place to keep your important documents. I don’t run any desktop machines in my office, and we’re all the better off for it.

Files are held on a NAS (Network Attached Storage) drive, so that we can all have access to them from our laptops. Files are backed up automatically to a second NAS drive at home over the internet. These can also be backed up to an external USB drive with a single button press. We also backup to the cloud, as a third level or redundancy. Neither of these methods are expensive or difficult to set-up and use.

For those who don’t know, a NAS is essentially one or more hard disks in a box that is connected by wireless or with a network cable to your broadband router. Google it!

We also use Dropbox (see also Google Drive, SugarSync and the plethora of other similar servies) which run seamlessly and provide a few GB of free synced cloud storage. Desktops are completely unnecessary from a data security perspective – but buy one by all means if that’s what you prefer.

I am familiar with these commonly used systems for backup and I don’t recall losing a single file in the past two decades. My point is that laptops and other portable devices are especially vulnerable.

Multiple backups are a good idea. Connected hard drives are a great way of having a backup that is fully up-to-date but are unsatisfactory as an effective backup solution.

Let’s leave this because it is off-topic.

Apple have made it difficult to change batteries and hard drives, but this can be done. You will find information fairly easily, but I don’t know about the availability of spares.

I have wasted a great deal of money on AppleCare, though to be fair, most of it was my employers money. I’ve been using Macs for 20 years and the hardware just goes on working for me.

Arnold, I took out an extended warranty on my MacBook Air, yet it was probably a false buy.

My screen developed the tiniest of scratch lines in its pixellations (the glass screen itself was scratch-free), and the line began to ‘travel’ over a very short time, with bleed lines appearing, making the screen unreadable. At my local Apple store, I was initially told that the screen wasn’t covered by the warranty (!) – apparently because it’s so easy to damage – but because I had been advised by another member of staff that they would fix it foc, I managed to get it repaired without charge. The actual cost would have been over £400 (according to the bill).

Only a few months down the line, the same problem has happened. Even though my Macbook Air is still under warranty, I was told that, should the same thing happen in the future, they would not repair it for me. I have no idea how either crack appeared in the first place (as I said, the glass screen is scratch-free – indicating no physical impact). The Genius guy said I’d probably closed the lid with a pencil left on the keyboard (huh?) – and then confided that he’d done that himself and breaking one in the process.

When I suggested it was a design fault, he said that there had to be some compromise to get the sleek finish of the Macbook Air. (There are loads of comments online about the Macbook Air screen pixellating, and Apple not taking responsibility for it.) I honestly don’t think the Macbook Air is designed to cope with being moved around – but it’s a laptop!

Feeling very frustrated.

08000121909 This No: is a help and support service.

In the Which? investigation, the high street retailers did poorly in attempting to fix simple faults. If there was a serious problem then it would be understandable for the owner to be charged a modest fee, but this is disgraceful. If these companies cannot offer a reasonable quality service they should not offer any. Please don’t make excuses for it.

If you check out the reputation of the companies mentioned you might not be surprised by the results of the Which? investigation.

@ skeptictank: Enthusiasts are exactly the type of people that CANNOT run a repair shop. They are the kind of “technician” who sits in their bedroom installing Linux and testing software. They think they know it all because they pulled an Xbox to pieces using iFixit.com, they then go and start a “repair” company.

I’ve spent the last 18 years gaining MCSE/MCSA Microsoft qualifications, becoming a certified Toshiba (and other makes) laptop engineer, going to college and uni to gain mechanic and electronics certification to fix cars, engine powered garden equipment and consumer goods/home appliances. ONLY then did I start my company up fully and use all my skills to diversify, offering services way out of the scope of many computer repair firms.

It really annoys me how these hobbyists think they’re time served and can run a company. Compared to a passionate guy like me, they’re not. They haven’t spent half their life and thousands of pounds in training getting qualified and don’t have the right to call themselves “technicians”.

“Laptops are more problematic than desktop PC’s because they have higher percentage of proprietary components and tend to have more compatibility issues with the operating system”.

Agree with the above!

The only time I think I would buy a ‘Laptop’ is if I didn’t have the room for a ‘Desktop’, and even then it would not be moved.

“Natural ability without education has more often raised a man to glory and virtue than education without natural ability”.

Marcus Tullius Cicero.

The rest of the world have discovered the convenience of laptops, tablets and smartphones. Desktop computers have their place for work and keeping important files more securely but their market share is falling. You can stay plugged in in one place but most people want more flexibility in their lives. I believe Cicero used a different kind of tablet. 🙂

@James Butterworth. You have made up you own definition of enthusiast. The term “enthusiast” , “professionally qualified” or “competent” are not mutually exclusive. Bill Gates. Steve Jobs and Steve Wozniak all began as enthusiasts and the IT industry as it stands is defined by their enthusiasm. Neither Bill Gates nor Steve jobs have (or had) any formal computer qualifications.

@ wavechage, I wasn’t making an excuse of the high street retailers. I fully agree with Which’s assessment that their service is shocking and overpriced. I simply made the observation that whether this is due to poor skills or a cynical attempt to rip off the consumer is unproven (or both). I certainly think that finding that out is worth further investigation by Which.

skeptictank
Which? has carried out similar investigations and found evidence that the standard of work done by those involved in car servicing and boiler servicing is not very good. Which? does not have the resources to carry out further investigation of every problem it uncovers. Their small scale investigations are enough to reveal a problem and there is no real need for tests that are statistically significant.

In this case, the retailers should take appropriate action. I don’t know if they are members of any trade bodies that could demand improvement or threaten expulsion.

@ Ru Philips: £119 is about right, I charge £120 for ANY size screen replacement, whether it’s a 12″ or 17.3″ laptop. Netbooks I do a little cheaper as the screens aren’t the best quality anyway, they tend to be flimsy. I do things to the standard of an official repair centre because I pay manufacturers for service manuals, and care about my quality of service and after-service support.

Car dealerships charge extortionate rates for repairs too, but that’s just because they can. Most independents, whether garages or computers, are cheaper, but it’s the quality of skills, care and experience that counts towards who is the best small repair shop.

Karl!
Having worked within the Electronics industry and its associated field, I can endorse your post!

You obviously know of what you speak.

The problem is, Joe Public is at the mercy of these people, I guess that applies to any field that requires any technical knowledge/ability.

It’s nice to hear something positive for a change, Mark.

That doesn’t sound very positive to me :(. Being charged £40 just to drag a favourite site to your Bookmarks bar, and to replace a driver, that should have costed no more than £5, or £10 at the most, a total of 10 minutes work. £40 in my company is a full two hours labour charge!!

If you can do any jobs for yourself you will save a fortune compared with getting the work done for you. Think about that next time you pay to get the car serviced or the washing machine fixed.

At least Mark had a job completed successfully for his money, which is better than some of the investigatiors did in the Which? study.

I rather think the £40-00 was a charge for ‘Knowing How’ to sort it rather than any actual ‘Physical work on his machine.

Rather like going to a Solicitors for advice, where, similarly you are charged for his knowledge of the Law and all its ramifications, before engaging him to represent you in court. (Some do give free impartial advice, but they are few and far between.)

Of course, you can got to a Citizens Advice Bureau as regards to advice on some legal matters, but, the repair of ones PC is a somewhat different kettle of fish.

£40-00 is relatively cheap compared to most of the charges I have seen incurred by various friends, until they discovered I could remedy most of their ills.

Sounds to me like you’re trying to cover up for PC World here.

The article is about extortionate charges and poor workmanship.

Mark had it done, yes, but at a ridiculous price. Typical PC World and their KnowHow (or Not KnowHow) scam.

People don’t know any better, they see this conglomerate eyesore’s stores all over the place, and instead of doing research for a friendlier cheaper more experienced and professional independent guy, like me and my shop, they go to those morons.

The phrase “Fools and their money are easily parted” comes to mind.

I’ll drink to that!

Pareto was right, 80% are thick, the remaining 20% have the nous!

James

You were not suggesting DIY repairs but I was. I find it satisfying to be able to fix things including computer problems, and encourage others to do the same.

For the record, I loathe Dixons Retail (PC World et al.) and would never recommend anyone used the company for repairs, based on reports from friends and colleagues, and what I have read in Which? etc. I have explained why I made a positive comment. Please let it rest.

@ Wavechange: Don’t tell me to “let it rest” sunshine, it’s a free world, and you don’t own this forum. Encouraging people to try their own repairs is RECKLESS, and EXACTLY the reason I get people bringing Xboxes and laptops to me that they’ve tried fixing themselves (or had a “whizz kid neighbour” do it) with a heatgun or soldering iron, and made the problem worse, increasing the cost of the repair, that’s if they haven’t written it off with the damage!! You should always consult a qualified engineer if in doubt, that’s why guys like me exist, we’re qualified and experienced to do the job.

If you actually knew what you were doing, instead of being a bedroom enthusiast, you’d understand where I’m coming from, but you don’t so it’s pointless me explaining. Look where DIY gets most uneducated people, a trip to A+E.

Sorry Patrick, it’s just ignorant amateurs really make my blood boil! Electricity KILLS, so to go telling untrained people to fix it themselves is downright stupid. Do you see your average Joe climbing a 33,000V AC electricity pylon? No! Wonder why, hmmm? It doesn’t matter if it’s 110v, 240v, or 33,000v, it still kills. Even the innocent looking 19v from a laptop power brick can kill if a fault develops.

You need to understand and be experienced in the architecture of machinery, and electronics, before touching anything electrical, whether either a laptop, circuit board, or high voltage mains, to be able to efficiently repair it. If everyone was able to fix their own devices, there wouldn’t be thousands upon thousands of specialist companies, like me (not including corner shop amateurs that pop up like flies round poo) who fix appliances, computers, and cars, would there?

How would you feel if you told your best friend to fix his own high voltage plasma TV, and he got taken away in a coffin? Think on before you advise people.

I am sorry that I did not make it clear, but I was asking you not to try and engage me in further discussion.

I am familiar with the problem of damage caused by inexpert people and have repaired some of this damage myself. I cannot remember injuring myself seriously as a result of DIY repairs, though I once gave myself a small cut from a sharp edge inside the back of my washing machine, which I have looked after for 30 years. My mother used to tell me off for having burned the Axminster in my bedroom when I was a schoolboy armed with 15 watt Antex soldering iron and some red spot transistors, so I made a stand to prevent this happening again.

Many computer problems can be fixed without opening up a computer, as you know. Maybe that is how we should learn to be self-sufficient in sorting out computer problems, and then we can learn how to tackle what you regard as reckless. It is not difficult to learn how to do potentially dangerous jobs in a safe way. I may be self-taught but I am very far from uneducated. 🙂

I had better add a disclaimer. Do not attempt to repair electrical equipment unless you understand the hazards and can take appropriate action to protect yourself and others.

Indeed, it is not difficult to go ahead and fix dangerous problems, but you need a logical mind, and to research fully. A few people are not exactly a full penny, so don’t have the capacity to perform such tasks. You need to gauge this before suggesting self repair, as some people are more a danger to themselves! You sound like you’re much older than me, so I apologize for not respecting my elders. I’m only 27, but am very passionate in what I do, hence the reason I spent so much time and money getting qualified in what I love.

In my life the only thing above machinery that gives me a purpose in life is my lovely girlfriend, and below her my dear friends. This is my end to this conversation, frankly I’ve had enough. I can’t change the repair industry, wish I could. Too many people get ripped of by “done one can do them all” people. My customers call me Superman of computers as I’m so quick and efficient, but I wish I REALLY was Superman, else I really would change the industry 🙂

James

I fully agree with you about the need to have the correct approach. I will try to remember to warn of the dangers of DIY. After many years in university teaching I have a passion for encouraging people to realise their potential.

All the best for the future. I was pulling apart BBC Micros the year you were born. Mine is still in the loft. 🙂

Agreed, with the caveat that there are many people to whom a screwdriver is a lethal weapon.

So you’re telling us you’re an engineer, and you didn’t have backups? Everyone should know to take critical backups of data before sending a PC in for repair, especially to PC World, they couldn’t give a damn about customer data, they’ll just say your hard drive is knackered and format the thing. Even better don’t take it to them.

Gary Glitter forgot to wipe his hard drive before taking it in to PC World, look where that got him! It revealed his secret life to the world, and rightly so!

Just a few days ago I recovered data from a customer’s external HDD that PCW had accidentally formatted, just lucky they did a quick format, the data was still there, just the file table had been wiped!

This is one case where I understand a position of business which you have put well . I do my own repairs and building of systems and its no “5 minute ” job.