Lebanon Computers

The laptop was brought in due to a damaged screen resulting from physical impact. On initial appearance it appeared the only thing needing to be repaired was the digitizer over the screen and customer was quoted for that repair. After ordering and receiving the parts and doing the repair, the computer was no longer providing a backlight. An unusual situation but not unheard of for there to be more damage discovered after initial inspections. We ordered multiple new components to replace any part we could have possibly (though unlikely) caused any damage to (another new screen, new video and ribbon cables etc) and none of those new parts resolved the situation. Each of those components being proprietary items needed to be ordered individually and shipped individually from various countries. Shipping takes time. After none of these replacements brought resolution to the problem this leads to the unfortunate conclusion that the faulty component must be the motherboard. Replacing the digitizer (as initially tasked to do) requires the screen of the laptop to be disassembled, cables disconnected, and then being reconnected and assembled with the new digitizer. None of this involves any exposure or involvement with the motherboard. The motherboard was not involved in any aspect of our repair until after replacing the video cables to see if perhaps they had been damaged and thus not providing the backlight. The motherboard could have been damaged with the initial damage of the computer, or just happened to be very unlucky timing. Either way, the damage was 100% not caused by the repair work. At that point in time, we informed the client of the need for a new motherboard. He did not respond. Due to how unfortunate the situation was, we reached out to our partnered office to see if they might have a compatible motherboard AT NO COST to the customer. They had one and offered to ship it to us, but they did not know if it would work. We had to wait for the shipping time again. Once we received the motherboard we replaced it with the customer's motherboard and still the computer did not work (wouldn't even boot). We began replacing and testing individual components on the motherboard to see if between the two broken motherboards we could create a working one for the customer. I feel it is very important to note that at this point in time we had not charged the customer a single penny for the many hours of work and the money we had put into replacement parts and shipping that had ultimately turned out to not resolve the situation. While working on trying to repair the motherboard the customer came into the shop wanting a resolution due to the length of time. We agree the time was very lengthy, but we had been working on it the entire time. It was not as though the computer were sitting on a shelf covered in dust and ignored. Customer was informed of the current position of things, and that one of his limited options was to replace the motherboard which was $600 (our cost, not even retail cost. We were not charging any additional fees). After becoming very angry with our technician he demanded his laptop back and even refused to allow the technician to re-assemble the computer safely. He walked away with a pile of parts with no ESD protection and refused to take the other motherboard (the original motherboard). After 2 days (to allow temperatures to cool) the other technician reached out to him attempting to explain the motherboard he left behind was his original part. She also offered to try and rebuild the computer so it was in as functional condition as possible. The customer brought back the pile of components and the technician worked (again, for free, this gentleman never paid a cent during this entire ordeal) several hours to rebuild the computer, even using our personal supplies to repair what was damaged/lost in all this shuffling of the components back and forth. In the end the customer was given back a laptop that fully functioned in every way except for one: the backlight still doesn't work. It was tested and shown to the customer that connecting an alternative monitor was effective. There is also some cosmetic damage that we didn't replace since the customer was unwilling to work with us any further. He was given referral information to our number one competitor in the area in efforts that someone else may be able to assist him.

Charlie GOwnerLebanon Computers255 Tangent StLebanon Or 97355