Complaint Review: N.E.W. National Electronics Warranties CyberTest

Frank - I, as well, have had problems with an Averatec Laptop when I sent it to Cyber-Test for repair. You can find my report on this website as well. I filed a report with the BBB of Orlando, which governs Longwood, where Cyber-Test is located. If you have not already done so, please file your report as well - I'd like to see something done about this company and their lack of ability to service xxx and xxx customers.

I have to update about EquipFix's portrayal of this situation.

The laptop's case was already in the state of disrepair it is shown in the second photos. The first set of pictures seem to purposefully not show the lid in a "forward leaning" position as they do in the second shot because the seperation of the case at the bottom has been an ongoing issue. So their "exit photos" are not concentrating on that issue, merely showing that the screen and computer functioned. I'm not saying they didn't function, as both were fully functional when I recieved the laptop back and, as far as I know, are probably still functional (though the second time I recieved the computer back the keyboard was unattached, which I'll get to later). The problem with the case seperation was not as bad when I SENT it to be serviced the first time, and had been exacerbated by the time I recieved the product back. (I.E. when I sent it in the case seperated at the bottom when the lid was leaned forward or closed, but when I recieved it back it was more noticable and extended further up the side). The quick turn-around time between services was because I recieved the laptop back with more damage to the case and with a non-functional PCMCIA card slot (which was a necessary component for the wireless networking I do on campus, as I'm a teacher and which was working when I sent it in). As I said above, I had originally been told the case was "cosmetic damage", another un-covered part of the laptop, and had not requested it be serviced for that issue at ALL. I had originally re-contacted my service agreement provider, not about the further damage to the case, but about the non-functional PCMCIA slot. I mentioned that the case problem looked worse since they'd had the computer and asked if there was anything they could do about it. I wasn't even trying to be accusatory, I was just concerned that the damage seemed to be progressing and that trying to FIX the laptop had stressed that issue even more. The technician at CyberTest is the person who told me to send it in to be serviced for this issue!

The keyboard as it is shown blows my mind. When I sent the laptop in, the keyboard had "warped" a little near the Escape key. It was noticably higher, but only by a quarter-inch or so. I attributed this to heat damage from the blown fan, but really had no clue what was wrong with it (as it still worked, just looked a little crooked). When I received the laptop back originally from CyberTest the keyboard still worked (as I used the laptop long enough to figure out the PCMCIA slot was non-functioning). When I packed the unit back up to send to CyberTest the keyboard was still working and still in it's normal place. The keyboard was not unattached, the keyboard was not lying 180 degrees from its usual orientation. I'd used the unit the morning I sent it in just to make sure everything was still functional.

Nobody who contacted me told me: "We found the keyboard totally unattached from the computer, do you know why that might be?" The only things I've heard from N.E.W. or CyberTest have been "You obviously opened the computer and damaged components inside, this voids your warranty." When I recieved the laptop back, I also got my keyboard wrapped in bubble wrap and taped to the back of the unit. Honestly, I was floored. I figured they had removed the keyboard to fix the PCMCIA slot and, when they decided not to cover the computer at all, had just taped it up incomplete and mailed it back.

As I said, the keyboard was attached and functional when I sent the computer back again. I asked to have the keyboard serviced because it was WARPED, not "unattached". I also notice that in their pictures of the "second service event" that the battery is unattached to the back of the computer (it attaches to the rear-right 2/3 of the unit). When I sent the unit in, the battery was still attached to the computer because, as I said again, I had turned the computer on before packing it in the box for shipping to make sure all was well. If the battery and keyboard arrived to them unattached, then they need to question the delivery service or their own shipping materials. (The shipping materials being two pre-formed pieces of shrink-wrapped styro with "laptop shaped" voids for the laptop to go into. My laptop is somewhat smaller than the void, but seemed snug enough, and this is what I was provided by the company for shipping so I can't see where it would be my responsibility for damage incurred during shipping.)

At each step of the way I've been not-so-politely given the brush off. I've been called sir, true, but the tone of their discourse has been accusatory in the main from the time they decided not to fix the laptop. Until that time, dealing with CyberTest and NEW had not been RUDE, but had been problematic. The first time they sent a box to me to repair the laptop, it was sent to the wrong address. The second time they got the address right, but I recieved the laptop back with parts still nonfunctioning (USB drives) and parts broken (PCMCIA slot, more case damage). I called the day I recieved the computer back and they said they would send a box right back out. The time I waited for the box, the computer sat on the shelf. When the box arrived, I opened the computer and turned it on again to make sure it worked, turned it off and boxed it up.

I had been dissatisfied up until this point, but now I'm mad. I haven't up to this time accussed them of breaking the laptop purposefully in order to get "proof" of some sort of damage, but I have to question why the battery is missing from these photos if the computer had just been pulled from the box and "discovered" so mistreated. Why would -I- remove the keyboard from my own computer and close it in the lid sideways? Even if I were stupid, I would have to know that pulling a component loose and cramming it sideways in the case and sending it back would be a bad idea. If they found the computer this way after shipping, and I hadn't said "the keyboard has broken off entirely!" why wouldn't they contact me to see if damage had occurred during shipping? Instead, at the best, they contacted another party with pictures of the laptop in order to void the warranty and excuse them from fixing it. At worst, maybe the laptop didn't arrive there in that condition at all. They contacted me telling me they had "photographic proof" I'd damaged the laptop, my wife requested the photos be sent to us. What does it say that THIS is the first I've seen of them?

We'll never know, because apparently there is no recourse. As their consumer, I have to rely on the honesty of each person in the chain whose own desires or interests may be in opposition of my own. For their company, it's apparently more profitable to fix what's easily fixed and accuse the consumer of abuse for what might cost them profits to rectify.

As a family, we've owned quite a few laptops. Some laptops are more prone to problems than others. My brother has a Dell that's been going strong for two years with no problems. His service agreement will probably be quite profitable for Dell because of the performance of the laptop. My wife has an eMachines purchased from BestBuy. That model seems prone to cracking along the hinges and defective power cords. Their service agreement has replaced both the cord and the hinges numerous times WITH NO PROBLEMS from the company (leaving me quite pleased with their customer service, overall, if not with that model of laptop). My laptop seemed to have alot of problems, problems that were maybe too expensive for them to FIX.

But here's the thing about customer service. BestBuy has had to fix my wife's laptop numerous times on the service agreement. I'm sure that eats into profit. But because their customer service has been helpful, friendly, and prompt each time we've had a problem, we've also purchased digital cameras, scanners, printers, software, DVD players, and video cameras from that chain. Because of the durability of the laptop I've had experience with from Dell, and the good things I've heard about their customer service, I'm typing this response on a Dell laptop I had to purchase to replace the Averatec that's sitting on the shelf in the several pieces I recieved back from CyberTest.

If you wonder about the time its taken me to reply, it's because I don't have the money to go purchase a new laptop every year. That's why I got a service agreement. But I do need the laptop for work, so since I've gotten stonewalled by everyone I've tried to contact about this problem, I had to break down and get another laptop to work with.

I realize I never really purchased anything from CyberTest and NEW. I purchased a laptop from Sam's Club and a Service Agreement from Sam's Club who purchased service agreement lots from NEW who purchases the actual service from CyberTest. By the time CyberTest gets paid for my laptop, they're third man on the totem pole. So really, I guess there's no real incentive for them to fix a problem if it can be foisted off on the consumer. There's no real incentive for NEW to listen to the consumer on the issue because they've already sold the lot of agreements to Sam's Club. And, finally, I guess it isn't worth Walmart Inc.'s time to listen to ME because I'm one guy out of billion customers. But I don't shop from Sam's Club anymore, and I check my service agreements to make sure NEW doesn't back them, that's for sure. I can't really "refuse to shop" with NEW and CyberTest because there are no stores to not frequent. The best I can do is complain and one day their inter-business agreements may come up short: But unfortunately not from the first unsatisfied consumer, or the second, or third ...

So I've put this out here for any consumers thinking about purchasing a product covered by NEW or laptop to be repaired by CyberTest, or for anybody thinking about buying a laptop from Sam's Club (though I have a seperate report for them).

Consumer: Realize that it's a big game of telephone from one company to another and your recourses are limited.

As the coordinator of our laptop repair program, this report not only shocked me but also made me laugh. First of all, I have picture proof of what condition this laptop arrived to our facility in.

Briefly I'll describe the pictures I have. The keyboard was not even attached to the laptop. It was laying front to back sideways, wedged under the LCD assembly and front of laptop. All hinge covers were snapped completely off, and on the back left corner of the LCD cover was seperated with what appeared to be "tool" marks on the outer casing. This is something that the customer states happens with normal wear and tear which is not what we have found to be true at all. Stress cracks, yes. Casing seperating, no. Clearly a case of customer abuse. Further down this page you will find a link in case you want to see this for yourself.

As a service provider I have a responsibility and an obligation to our clients to notify them of issues of this nature. Picture documentation was sent to NEW and was determined that it was not a covered repair. Clearly evidence of what we term in this business as customer abuse and at that time was returned to the customer unrepaired. Damages of this nature automatically terminate the extended warranty contract.

Many times when speaking to a customer on the phone, attempting troubleshooting with an issue, we have to take the customers word regarding their particular description of a problem. In every case we give customers the benefit of the doubt and bring the unit back in for second repair or send a second replacement. Our company does both advance exchanges and depot level repair depending on equipment type.

In this case, something happened within the few weeks he had this unit back in his possession to the time it arrived back here (less than 30 days) for it to come to us in the condition it was in. All laptops are photographed before they leave our facility and exit pictures show a completely functional laptop. There were "tape stains" on top cover which customer admits to putting on himself. In the case of any laptop that appears to have issues not covered under the terms of their contract, entry pictures are taken immediately when pulled from the shipping box. Therefore, I can provide visible proof of damages as we found them.

I completely understand a customers frustration level on issues of this nature, however, when it is obvious and apparent issues caused by the customer themselves there isn't a warranty company out there that covers "cosmetic" or "abuse" issues. NEW has been one of our clients for many years now and have always been a good partner in business. Cyber-Test does have guidelines, business rules, obligations and responsibilities to our clients. One of those responsibilities being notification sent to the client regarding issues not covered under the terms and conditions of their contracts. Unfortunately, this was one of those cases.

If you are interested in seeing picture proof on this issue, you can click on the link below http://www.equipfix.com/averatec_rebuttal.html