Hi sorry for the long post, I would just like some opinions on my problem encountered.
I purchased a Fujitsu notebook from a retailer last year around Feb 07. Recently during the last week the Wireless Card that came with the notebook couldn't detect any wireless signals anywhere. Suspecting that the wireless card had a problem, I proceeded to bring my notebook back to the vendor for servicing.
The warranty that I had, stated that there would be a 1 year warranty on labour and a 3 year warranty on parts. Needless to say, as we were already in April 08, the warranty on labour already expired. When I reached the service centre, the customer service officer did explain to me that there could be a labour charge to be imposed, and in this case was a $80(w/o GST) service charge for just checking if there was a problem with my notebook. I immediately rejected this. For the $80 charged, I could easily buy an external replacement for the WLAN card.
From my own diagnostics it was apparent to me that it was definitely a hardware failure on the wireless card. (How I know this? this is because I had a spare WLAN card and plugging it in showed me that it was working. That meant that it was not a software problem but a hardware failure). After remonstrating with the customer service officer, she finally agreed that they do a basic diagnostic test to see if my problem was valid without any charges imposed. So I left my notebook with them for 2 hours so that they could perform their checks.
2 hours later a technician from the service centre called to inform me that he has verified that it is not a software problem but he couldn't determine exactly hardware problem was and he needed to strip the notebook down to find the problem. For that, a labour cost was chargeable. Again I disputed this and told them that if the hardware was faulty then they should just replace the faulty part, since there was still a parts warranty, I should not be charged for labour. Alternatively, they could just give me the faulty part so that the replacement can be done by myself if they are unwilling to do the replacement without charges for me. They refused both options.
I am posting this here because I am appalled by this incident because:
One, can labour charges be separate from parts charges? If it can't be separated then why offer these 2 items separately. This seems unfair to me. For all you know, the vendor could easily an exorbitant sum for labour charges.
Two, if there is still a warranty for parts, and I know that a part is faulty; I can't exchange the faulty part without incurring a cost? That seems unfair to me.
I would rather they just tell me upfront that the warranty for both parts and labour are for 1 year only. At least I wouldn't be misled into believing that I could claim the warranty on the faulty part without incurring additional charges.
Has anyone encountered this problem before?