Laptop short circuit, who is to blame?

[Von Rutch]

Today I had a repair which was new to me: replacing a laptop screen. I ordered my screen from a retailer specialising in replacement parts for laptops. They gave me the right type of screen, a special ribben cable and a leaflet with instructions.

I started the repair and as soon as the screen was taken apart, the instruction leaflet was up. I followed each step accordingly and put the laptop back together.

As soon as the laptop battery was inserted back into the laptop, smoke came from behind the screen. I quickly pulled out the battery and started to take the disassemble the laptop.

The ribbon cable, given to me with the new screen, was touching a piece of plastic covering the LCD board, causing it to short circuit. There was no mentioning of removal of the plastic covering the LCD board in the instruction leaflet. The plastic also said 'don't touch'.

So, who is at fault: me for screwing up the repair or the supplieer for not mentioning the removal of the plastic in the instructions and/or the instructions on the plastic telling me not to touch it?

Also, what do i say to my customer? This is my first screw-up and don't know what to tell him. If it's my fault, ti's my fault but how can I tell if it's my fault?

 

[Martyn]

Today I had a repair which was new to me: replacing a laptop screen. I ordered my screen from a retailer specialising in replacement parts for laptops. They gave me the right type of screen, a special ribben cable and a leaflet with instructions.

I started the repair and as soon as the screen was taken apart, the instruction leaflet was up. I followed each step accordingly and put the laptop back together.

As soon as the laptop battery was inserted back into the laptop, smoke came from behind the screen. I quickly pulled out the battery and started to take the disassemble the laptop.

The ribbon cable, given to me with the new screen, was touching a piece of plastic covering the LCD board, causing it to short circuit. There was no mentioning of removal of the plastic covering the LCD board in the instruction leaflet. The plastic also said 'don't touch'.

So, who is at fault: me for screwing up the repair or the supplieer for not mentioning the removal of the plastic in the instructions and/or the instructions on the plastic telling me not to touch it?

Also, what do i say to my customer? This is my first screw-up and don't know what to tell him. If it's my fault, ti's my fault but how can I tell if it's my fault?

Does the client need to know? Sort the problem out telling the client the part was wrong causing a delay, anything but someone screwed it up. Do you know what is damaged?

 

[Mr.Mike]

First things first: All of us have had something like this happen to us so don't panic! OK, well panic a little .

It's a bit difficult to picture what you described as happening. Maybe post some pictures of screen/plastic cover/connectors, etc. and give a bit more information so that you could be adequately supported on this forum.

Make sure that this problem screen doesn't actually work. If that is so, you just need to be honest, tell your customer you need to replace the replacement screen, then bare the cost of the smoked screen and the repair the laptop. It's a hard lesson, I know, but you just have to suck it up and move on. At best, you will be thought of as an honest person with integrity. At worst, you will be considered unlucky and a novice. Good to get these things out of the way early in your career as a techie.

Good Luck.

 

[jdpetrov]

The other day I had to admit to a client that I had ordered the wrong parts for her laptop repair. Keyboard was wrong, battery was wrong, etc, etc. I got confused regarding her model number evidently.

I told the customer that there was an issue with the parts for her laptop, that there was going to be a bit of a delay with the repair, but there would be no additional cost to her. She was perfectly happy.

Customers usually don't care about a time delay, but they will care if the cost goes up due to technician or supplier incompetence.

 

[jbartlett323]

my first red light was the "Special Ribbon Cable" Never heard of one for a laptop LCD. Yeah, the ribbon cable is special, sure, but why were you replacing it when the screen was at fault? Should have just plugged the old ribbon cable in and been on your way...

As ScarletPathos said, pictures would make life clearer...

 

[Von Rutch]

The screen was not an orgininal replacement, it was a screen capable of replacing more then one laptop. The connection for the screen was on the other side then the original screen and thats where the ribbon cable comes in. It's to reroute the connection from left to right.

I don't think that another screen will fix the problem. The laptop won't start, so it proubebly short circuited due to the ribbon cable touching the plastic.

 

[maclaptech]

The screen was not an orgininal replacement, it was a screen capable of replacing more then one laptop.

OK now that you have made it more clear, it is the vendor at fault. This is what I call a rigged up screen. I see it from time to time from my local vendor. I never had issues with it shorting out but if they put an adapter to make it work like that and there was an issue, then I would say it is their fault.

 

[dond]

To my knowledge plastic does not make a sort circuit. I think it only happen if it forces a metal piece to touch another.

 

[jbartlett323]

OK now that you have made it more clear, it is the vendor at fault. This is what I call a rigged up screen. I see it from time to time from my local vendor. I never had issues with it shorting out but if they put an adapter to make it work like that and there was an issue, then I would say it is their fault.

I would go the other way: Why did you buy one like this in the first place? It is your fault, as you did not do your homework and did not get an exact replacement... Exact replacements are important to avoid this exact problem, not to mention low quality after-market screens. And they are typically not much more expensive...

I always buy the same model #, revision not always withstanding (research usually tells me they work just fine). I had considered 'universal' lcd's when i first started doing them, but research showed that these issues were prevelent and i was better off getting the right part the first time...

As for it not booting, yeah it prolly fired the graphics chip. Sounds that you will be buying this customer a new mobo as well as a screen. Sorry for your loss, as this will be an expensive lesson...

 

[Martyn]

Definitely the number off the back of the screen. You'll come unstuck just ordering of the laptop model. I did with a Dell

 

[NYJimbo]

Today I had a repair which was new to me: replacing a laptop screen. I ordered my screen from a retailer specialising in replacement parts for laptops. They gave me the right type of screen, a special ribben cable and a leaflet with instructions.

I started the repair and as soon as the screen was taken apart, the instruction leaflet was up. I followed each step accordingly and put the laptop back together.

As soon as the laptop battery was inserted back into the laptop, smoke came from behind the screen. I quickly pulled out the battery and started to take the disassemble the laptop.

The ribbon cable, given to me with the new screen, was touching a piece of plastic covering the LCD board, causing it to short circuit. There was no mentioning of removal of the plastic covering the LCD board in the instruction leaflet. The plastic also said 'don't touch'.

So, who is at fault: me for screwing up the repair or the supplieer for not mentioning the removal of the plastic in the instructions and/or the instructions on the plastic telling me not to touch it?

Also, what do i say to my customer? This is my first screw-up and don't know what to tell him. If it's my fault, ti's my fault but how can I tell if it's my fault?

I have never seen power go to the LCD until you turn it on. Inserting a battery should not cause it to turn on. Ok, lets put that aside, since when does plastic cause a short ? The "don't touch" is correct, you should not remove that piece of plastic.

What is the make and model of this laptop. Is the laptop a LED or CCFL lit ?

You're gonna hate me but I think you are at fault. Of course only you and the laptop know that so maybe you can make it not your fault.

 

[Tepin]

It sounds like the vendor sent you a screen with the connector on the opposite side and an LCD extension cable.

When I first found these cables I thought they would be awesome, I picked up 4 for emergencies.

1 didn't do anything, 2 had shorts inside the cable (what you likely experienced) and the fourth actually worked.

Best advice I can give for replacing a laptop screen is to never use any cabling but the ones made by the manufacturer. Those cheap extension cables are dangerous, I never fried anything testing them and after reading this I feel lucky.

In my honest opinion, since you used hardware that wasn't approved by the manufacturer and it resulted in damage to the machine you are responsible unless the customer was aware of the risks. The vendor shares some blame as well but I don't see you getting anything more out of them than a refund.

 

[Parkwaytech]

Go with exact replacements, as others have said. Especially if you have never done the repair, exact replacements will rule out anything but misdiagnosis or installation error (or the occasional DOA part, but I've never had that).

I would contact the vendor and try to work with them to replace at little or no cost to you. From your info, it sounds like their cable is the issue. Just tell the customer there will be a delay but no additional charge.

 

[16k_zx81]

Seems like this one has been pretty well covered above

Just wanted to echo what Mike said above;

It happens to us all at some stage. For me it was a $1400 Sony Vaio that I ended up having to replace outright (long story)

Best of luck with it - hopefully its just the PANEL and nothing else -

If you do need to replace the motherboard , we're all here to help if you want a hand.....

Jim

 

[CRSTech]

Attention to the details as mentioned is the only way to go. Every number, letter, comma, period, etc is important. The only way is to get this information from the back of the original screen. You should never just order parts based on the laptop model number. If you needed to read the step by step instructions provided by the vendor, then you just may end up eating the cost of getting the machine repaired professionally.

 

[SprinterTech-WI]

if it doesn't match 110% do NOT replace it!! I honestly will not offer a service to a customer that I am not well versed in..... I don't believe in learning elementary skills on customers equipment.

 

[Mr.Mike]

I don't believe in learning elementary skills on customers equipment.

^^^^This absolutely! Never start a first time repair on a clien'ts machine without first having prior experience.

 

[gazza]

The screen was not an orgininal replacement, it was a screen capable of replacing more then one laptop. The connection for the screen was on the other side then the original screen and thats where the ribbon cable comes in. It's to reroute the connection from left to right.

I don't think that another screen will fix the problem. The laptop won't start, so it proubebly short circuited due to the ribbon cable touching the plastic.

Yeah can't say I have seen a screen like this before.

We have all been in this position mate, so don't beat yourself up just take it on the chin, but always be honest with your customers, they will respect you for that and just get the exact same model screen for your laptop.

 

[maclaptech]

Exact replacements are important to avoid this exact problem, not to mention low quality after-market screens. And they are typically not much more expensive...

I have changed many laptop screens with adapters being installed by my local supplier with absolutely no problem. The screens were never low quality or after market. Some were actually more expensive and higher end.

Yes I agree that he should never do his first job on customer's equipment but I still believe that his supplier is at fault as well. They didn't put in the adapter correctly and it shorted out.

 

[Kitten Kong]

I have also had issues with these types of extension adapters. Some Compaq's are notorious for it. With Compaq changing the screen type partway through production.

You try finding a screen with the connector on the correct side, is like finding rocking horse crap. When you can, the cost of the screen is literally 3-4 times more expensive than the 'compatible' one.

I agree with the others though. If your unsure of a particular repair, do not learn on a clients machine. It is completely unfair on your client, should you cause it to fail in one way or another.

In cases like this, it's a reason as to why having insurance is paramount.