Slight issue while replacing laptop screen

[cloud32187]

So a customer came in and told me that their son dropped his laptop and the lcd screen is clearly busted. So i went ahead and opened up the display assembly to get the screen out and get the part number. Although there was no real major physical damage to the front bezel, when I popped open the clip on the top corner of the bezel, a small crack had appeared. The crack is exactly where the guy said the laptop hit the ground.

My question to you guys is, is it my responsibility bite the bullet and replace it out of my pocket? Or just tell the customer that it had been compromised when it hit the ground and ask him if he wants to replace it (the bezel is still very much usable, just has a crack in the top left corner).

Edit: i probably would have just replaced it with little to no thought if the price for the bezel was reasonable. But for some reason the lowest i can find is around $70 and used. Hp parts store prices it at $97 without shipping.

 

[PCSupportGlasgow]

just tell the client.

far too many have .. just take the hit incase client says something. But there is battles that it is worth fighting and in this case where the crack is where client dropped it then this is one of those times.

 

[nlinecomputers]

Bite the bullet for what? The client CLEARLY told you the unit had been dropped. No one would expect there not to possibly be other damage. When they bring in a system to you you are doing a diagnostic. Telling him about the bezel and anything else you find is just part of that diagnostic.

The only mistake you made, and I am making an assumption on this, is failure to tell the end user that there might be other unseen damage and that you need to fully check the unit out. That is how you cover yourself from liability. Never assume that what you see on a quick check in is the extent of the problem.

 

[angry_geek]

Not to mention, a small bezel crack can be easily repaired with a little weld.

 

[joydivision]

I usually warn the client before doing screen repairs that there may be hidden damage to the bezel which might mean the new screen won't be a perfect fit, but they are usually ok with it.

 

[Martyn]

Just as a side note, did you check the hard drive for damage before ordering the screen? I got caught out when I first started out on a dropped laptop job, ordered and fitted the screen and found the hard drive was damaged. I ask every time now how the damage was done and often test the drive before ordering.

 

[HubCityPC]

Just as a side note, did you check the hard drive for damage before ordering the screen? I got caught out when I first started out on a dropped laptop job, ordered and fitted the screen and found the hard drive was damaged. I ask every time now how the damage was done and often test the drive before ordering.

Sounds too familiar, I did the same thing about a year ago. Turned out the HD was hosed as well. The customer was fairly upset but didn't provide a lot of insight on how the screen came to be damaged. I should have tested the HD anyway. I just explained that I was not aware the laptop had taken such a hit and pointed out that he could have/should have provided that important tidbit to me before any work was done or parts ordered. After everything was said and done, his invoice was pretty hefty but he was pleased to have his laptop back including all of his data.

Needless to say, I test EVERY HD now regardless of what type of repair I'm doing.

 

[HFultzjr]

Let the customer know you've found some more damage.

Buy new
Buy used on e-bay
Fix with superglue or other suitable substance.

+1 on checking the hard drive and other components.

Laptops do not like to be dropped!

 

[brandonkick]

So a customer came in and told me that their son dropped his laptop and the lcd screen is clearly busted. So i went ahead and opened up the display assembly to get the screen out and get the part number. Although there was no real major physical damage to the front bezel, when I popped open the clip on the top corner of the bezel, a small crack had appeared. The crack is exactly where the guy said the laptop hit the ground.

My question to you guys is, is it my responsibility bite the bullet and replace it out of my pocket? Or just tell the customer that it had been compromised when it hit the ground and ask him if he wants to replace it (the bezel is still very much usable, just has a crack in the top left corner).

Edit: i probably would have just replaced it with little to no thought if the price for the bezel was reasonable. But for some reason the lowest i can find is around $70 and used. Hp parts store prices it at $97 without shipping.

Honesty policy time. Put yourself in the clients shoes and ask how you'd like to be treated in this instance. If you honestly feel that the damage very well could have been existing, then tell that to your customer and offer to fix the damage to the bezel at no extra charge (especially if you already have plastic weld)

If you feel that YOU caused the damage and it wasn't existing, then tell the customer that and offer to fix the crack or replace the bezel at their choice. I wouldn't want to pay someone to fix a 90$ problem that they caused.

 

[Eric@noware]

The only mistake you made, and I am making an assumption on this, is failure to tell the end user that there might be other unseen damage and that you need to fully check the unit out. That is how you cover yourself from liability. Never assume that what you see on a quick check in is the extent of the problem.

I couldn't agree more.

Whenever there's a drop involved you need to check EVERYTHING if only as a CYA measure.

"Due to the nature of the damage I would highly advice running a complete diagnostic on the computer, just to be on the safe side."

 

[NYJimbo]

Needless to say, I test EVERY HD now regardless of what type of repair I'm doing.

Unfortunately it seems like we have to do this more now than ever. So many machines come in with dying drives and if you just go straight to a virus clean or some hardware repair you will often find out in the end the drive is dying and now you have to go back and tell the customer about that added expense.

Nothing worse that quoting a simple virus clean, doing almost all the work, then after its all done you cant figure out why the machine is so slow and then you figure out its the dying drive. How do you tell a customer a $90 job is now gonna cost $250.

 

[HFultzjr]

Very true!

Should be one of the 1st things we check.....ALL THE TIME.

 

[Eric@noware]

Unfortunately it seems like we have to do this more now than ever. So many machines come in with dying drives and if you just go straight to a virus clean or some hardware repair you will often find out in the end the drive is dying and now you have to go back and tell the customer about that added expense.

Nothing worse that quoting a simple virus clean, doing almost all the work, then after its all done you cant figure out why the machine is so slow and then you figure out its the dying drive. How do you tell a customer a $90 job is now gonna cost $250.

For that very reason we have the attached picture hanging in the shop.