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2020-12-13
1/5
Damaged my computer during work
"11/10/20
I bring in My computer to have the SSD card replaced with an upgraded card and to have the data migrated. This is a simple procedure, it involves; saving the current data onto an external drive (or the D: drive which is what they did), removing the case cover, removing an M.2 screw from the card post, pulling out the old card, inserting the new card, putting the screw back in and the case cover and finally transferring the data back to the new card (with the windows installation disk etc. as required). Unfortunately, the technician found the M.2 screw difficult to remove and ended up stripping the head of the screw beyond use. His solution was to attempt to use pliers to remove the screw. Note he did not tape off the motherboard which allowed for all the metal shavings to go wherever they wanted to land on the motherboard. Additionally, during the process, he scratched around the screw on the SSD card itself. Furthermore, I witnessed him attempting to remove the screw with pliers and slip hitting the motherboard. Finally, he admitted that he did not have the tools or means to finish the job. He “ran a test” and determined no damage was done to the computer (except for the visual scratches to the SSD Card, stripped out M.2 screw, and any unknown future issues that could result from hitting the motherboard with pliers).
11/12
This resulted in my having to take the CPU to a computer repair shop which had to remove and replace the post holding the M.2 screw, running diagnostics, replacing the scratched SSD card and migrating the data. They provided the standard Invoice for work done (at I might mention a very fair price).
11/13
Office Depot Sr Claims Analyst messages me requesting “I will need a statement from the company who remove the stripped screw advising what steps were necessary for the repair due to the stripped screw alone.” I explain to Her that I was having trouble getting the additional documentation as they are busy and have already provided the invoice for work done (It does not fall on them to provide additional documentation that meets your business needs). I mentioned that if Office Depot were willing to pay their rate $80/hr. they would probably be willing to make time to provide the requested documentation (as time is money). Office Depot declined to pay for the documentation to be supplied in their requested format, but still expected it to be done.
12/3
Office Depot sent a follow up email stating that the work they would consider was the screw replacement and not memory work (SSD replacement) as they ran a test and said there was no memory issue. This doesn’t not account for the damage as discussed and would require the repair shop to document the damage and replacement of the card. Again, the charge was 1.5 hrs. for screw/post replacement and 1.5 hrs. for SSD replacement/data migration. Rather than owning the damage done and gratefulness that I took time to get it fixed at a very reasonable rate rather than adding on the motherboard replacement (which I would be justified after the operator allowed metal shavings to be scattered about it, and hit it with pliers) of even the cost of a new SSD card (which the operator scratched up).
12/13/20
Almost 30 days later and still waiting on a resolution. It is difficult to make a repair shop provide special statements of work when they are not being compensated for their time. Rather than doing the right thing and fixing their mistake Office Depot would rather string you along making things difficult."
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