Quote:
Originally Posted by HarryT
I am absolutely not suggesting for an instant that anyone is deliberately lying. Simply that it's all too easy to completely inadvertently apply pressure or a twisting force to the screen which can fracture it.
As you very rightly say, we are not making the decision on the warranty claim. We all have to trust the expert opinion of those who are.
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Thanks for clarifying, I was hoping you weren't saying that. I miss interpreted your post.
A real world example of where I am coming from though. Years ago we had a customer bring in their laptop for a warranty claim because the plasma screen wasn't working. I had been working on this customer's computers for years and knew how well he took care of them. The technician who worked on the laptop discovered there was a crack in the glass of the plasma screen leading from the screw. It had obviously grown over time and finally broke the surface mount circuits. He wanted to reject the warranty but I decided to let it go through because it could have been that it was broken when the screw was tightened and not noticed.
When the replacement plasma screen arrived the technician installed it and when he was tightening the case screws there was a loud crack. The screen had cracked again from the very same place only this time right across. We discovered that the case where the screen was mounted was slightly warped out of alignment. When you tightened the screen to the warped case it was fine but when you put the other half of the shell on it aligned it properly and put pressure on the screen causing it to break. We had to do a warranty claim on both the case and the screen.
I know this is an unusual example but it did happen. In those days I was allowed discretion on what was allowed as a warranty claim and the service manager and owner supported me. That is non existent today though because it results in inconsistent warranty claims. Standard policies are set and discretion is removed from the service technicians.
In the above example which expert opinion should the customer have accepted? We were both certified service technicians.