How do I handle bad computer repair service?
I believe that I am currently being defrauded by a computer repair company and am looking for advice on whether I have a claim against them or not.
My laptop has been in for repair for 42 days, and during that time, it has had its motherboard replaced twice. After that, it was shipped to their repair facility, where they are claiming the laptop was dropped and has damage to the charge port, and they wish to enact my “Accidental” coverage to fix it, which only has a one-time-per-year activation.
The laptop was never dropped. I believe they damaged it during one of the two repairs to the motherboard, and they are now trying to defraud me and place blame on me. I want to know if I have a legal claim to this. I have proof of the repairs being done and constant logs of my chats with agents throughout this entire process.
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I’m so sorry about this situation! I want to address your situation with a detailed response, so if you have any questions, don’t hesitate to ask because this law stuff can get complicated. I know how frustrating this can be.
So here is what you need to do: If you haven’t already, write a detailed email to their customer support or corporate escalation team summarizing the timeline of events. Include dates, names, repair details, and your belief that the damage was caused during their repairs. Make it clear you have photos and chat logs proving there was no drop damage before the device was sent in. This helps lock in your side of the story in writing and puts them on notice.
You may want to consider writing a formal demand letter. I have demand letter templates for sale for just $38. I can send a request to you through this site so you can accept and I can upload it right here.
File a complaint with the Better Business Bureau and Florida Attorney General. This often gets companies to take things seriously. Go to bbb.org and the Florida AG’s website and file a complaint about the misrepresentation and mishandling of your repair under your warranty. Make sure to attach your proof, if possible. Dell tends to respond faster when the pressure is coming from outside.
You can file a complaint with the Attorney General’s Office
If you’re leaning toward small claims, you can file against the company in your local small claims court (usually no lawyer needed). Since you’re in Florida, you can sue in your county. The basis would be breach of warranty and possibly deceptive practices under Florida’s Deceptive and Unfair Trade Practices Act.
Does that help clarify things? I want to make sure I didn’t leave anything out. I’ve uploaded a sample of what I am talking about for the demand letter.
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Full Conversation
I believe that I am currently being defrauded by a computer repair company and am looking for advice on whether I have a claim against them or not.
My laptop has been in for repair for 42 days, and during that time, it has had its motherboard replaced twice. After that, it was shipped to their repair facility, where they are claiming the laptop was dropped and has damage to the charge port, and they wish to enact my “Accidental” coverage to fix it, which only has a one-time-per-year activation.
The laptop was never dropped. I believe they damaged it during one of the two repairs to the motherboard, and they are now trying to defraud me and place blame on me. I want to know if I have a legal claim to this. I have proof of the repairs being done and constant logs of my chats with agents throughout this entire process.
Lexi, Chatbot
I’m sorry to hear about your experience. Can you provide more details about the repairs that were done on your laptop and the interactions you had with their agents during this time?
I live in Florida as well. Originally, the laptop had an issue where the fans weren’t working and the GPU was causing the system to crash. The first technician repaired it in the hotel and replaced the motherboard and fans. He stated that it didn’t fix the problem and put the old parts back in. During this, he would have had to remove the charge port. He reassembled it and did so poorly—the bottom plate wasn’t installed correctly.
Since it was still broken, I complained and had to bring it to a local repair shop, where they replaced the motherboard and fans again. This time, it was actually able to boot. Despite booting, the laptop would still crash, so I escalated to a higher point of contact, and while kind, they failed to fix the issue.
I reported it was still crashing, and he told me he would try his best to assist me in getting a replacement unit. They denied a replacement unit and instead had me send it in for repair. Now that it’s sent in, they are claiming that I damaged the charge port on the laptop, which through two repair cycles wasn’t noticed. I believe they damaged it and are blaming me, and I refuse to be defrauded this way.
Lexi, Chatbot
Have you kept records of any communication or documentation related to the repairs and the damage they are claiming now?
Yes
Is there anything else the lawyer should know before I connect you? Rest assured they’ll be able to help with your situation.
No
Michael M. Esq.
Hello! My name is Michael, and I’m an attorney ready to help! Your responses matter to me, so I only need a few minutes to review and respond to each of your posts.
Why are they suggesting you dropped it?
They claim the plastic around the charge port is damaged?
They said they are going to send me pictures of it in 24–48 hours.
Michael M. Esq.
Ok, I understand what you mean! Did they say how specifically?
I am a repair tech for laptops. I know what drop damage looks like. That laptop had no drop damage on it, and it’s very unlikely for drop damage to harm a charge port as they are screwed into the board and secured with a bracket. They didn’t explain it; they just kept saying the technicians said “X” and it was basically just them saying, “We think you broke it.”
Michael M. Esq.
Understood. What is your ideal outcome with this? By that I mean, what is it that would make you feel whole here?
I believe they are lying and attempting to fraudulently enact parts of the contract that benefit them. I want to pursue them in court if I have a claim against them.
Michael M. Esq.
Ok! Did you need to tell me anything else? If not, I can start with answering your question.
I have pictures of the laptop after I got it back from the repair facility, where they failed to put it back together correctly.
Michael M. Esq.
Ok! I’ve been working on an answer while we’ve been chatting, so it’ll just be a moment.
Michael M. Esq.
I’m so sorry about this situation! I want to address your situation with a detailed response, so if you have any questions, don’t hesitate to ask because this law stuff can get complicated. I know how frustrating this can be.
So here is what you need to do: If you haven’t already, write a detailed email to their customer support or corporate escalation team summarizing the timeline of events. Include dates, names, repair details, and your belief that the damage was caused during their repairs. Make it clear you have photos and chat logs proving there was no drop damage before the device was sent in. This helps lock in your side of the story in writing and puts them on notice.
You may want to consider writing a formal demand letter. I have demand letter templates for sale for just $38. I can send a request to you through this site so you can accept and I can upload it right here.
File a complaint with the Better Business Bureau and Florida Attorney General. This often gets companies to take things seriously. Go to bbb.org and the Florida AG’s website and file a complaint about the misrepresentation and mishandling of your repair under your warranty. Make sure to attach your proof, if possible. Dell tends to respond faster when the pressure is coming from outside.
You can file a complaint with the Attorney General’s Office
If you’re leaning toward small claims, you can file against the company in your local small claims court (usually no lawyer needed). Since you’re in Florida, you can sue in your county. The basis would be breach of warranty and possibly deceptive practices under Florida’s Deceptive and Unfair Trade Practices Act.
Does that help clarify things? I want to make sure I didn’t leave anything out. I’ve uploaded a sample of what I am talking about for the demand letter.
Michael M. Esq.
Demand Letter
Date: [Insert Date]
To: [Insert the name and address of the person to whom this letter is addressed]
Subject: Demand for Resolution and Notice of Potential Legal Action
Dear [Recipient Name],
I am writing to you today to formally request specific relief to resolve the following matter:
Description of the Issue and Damages
[Provide a detailed, chronological account of the events leading to this demand letter. Include specific dates, names of individuals involved, and a clear explanation of how the other party’s actions have caused you harm or damage. Be concise and factual.]
Requested Action
To resolve this matter amicably, I request that you take the following action:
[Clearly and concisely state the specific action you want the recipient to take, e.g., “Remove the encroaching tree from my property,” “Return the borrowed equipment in its original condition,” or “Remit full payment for the outstanding invoice #[invoice number] in the amount of $[amount owed].”]
Deadline
Please complete the requested action on or before [Insert a reasonable and specific deadline for compliance].
Intent and Potential Legal Action
I am making this request in good faith and with the hope of resolving this issue peacefully. However, if you fail to take the requested action by the specified deadline, I am prepared to pursue all available legal remedies to protect my rights and interests. This may include, but is not limited to:
-
Mediation
-
Arbitration
-
Filing a lawsuit in a court of competent jurisdiction
Additional Information
[If applicable, you may include additional information such as relevant supporting documents, photographs, or contact information for further communication.]
Sincerely,
_____________________________________________________________ Signature
_____________________ Phone #
_____________________ Email Address
Yeah, I read through what you said. I think that’s a good idea.
Michael M. Esq.
Got it! So you can send this in any way you want. It can be text, email, certified mail, or in person. I usually send letters via email because it’s faster and cheaper.
Awesome, thanks a ton.
Michael M. Esq.
For sure! Did I thoroughly address your question? Did I provide top-tier service to you? If the answer is no to either, please let me know so I can help! I know it’s a lot.
Yes, thank you.
Michael M. Esq.
Thank you so much for contacting us! We’re happy to help whenever you need it.
Michael M. Esq.
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