Smoking laptop

[MarkD]

Hi guys, I need some guidance from fellow techs..

I'm preparing a written statement just incase so will just copy/paste from there:

A woman came into the shop with a laptop and started to explain how she had bought a charger a couple of weeks ago and now it isn’t charging. She put the laptop on the counter and then gave me the charger I had sold her and then proceeded to show me her original charger which was clearly dangerous as there were bare wires showing.

She explained that when she bought the charger from me I hadn’t any new ones in stock so I sold her a used charger. I plugged in the charger which she had bought from me and I noticed the LED light did not come on – I quickly concluded that the charger was no longer working. Having replacements in stock I proceeded to try a brand new power supply, it was at this point I noticed the connection between the charger and laptop was poor – feeling ‘slack’. I tried the customers’ original power supply (without power) and that was ‘slack’ too. The customer said she was aware of it but “still worked”

It was about this time (laptop had 5-10 seconds of power from a working charger) when I started to detect a very distinctive smell in the air, the smell of electrical components burning. I also noticed light smoke coming from computer. I checked the power was off and I picked up the chargers and couldn’t smell anything untoward, I then sniffed the area around the charge port on the laptop.. The smell of burning electrical components was definitely coming from the laptop itself. I then pointed the smell out to the customer – and told her that this was now probably much more serious than simply replacing the charger.

It was around this point things started going downhill and we started to disagree. The customer made it very clear to me that she had been told it was the wrong charger, to which I replied a flat, “No it isn’t” (She had obviously been given wrong information by somebody) I then proceeded to show her that the charger I sold her had the same specifications as the one she asked to be replaced, inviting her to take a picture of the labels too so that she could get a 2nd opinion.

The customer then said the charger must be faulty – there was no denying the fact the charger certainly isn’t working now so I offered her the replacement charger but the customer refused the offer after asking whether it would work and being told there was a serious problem with the laptop itself.

I then asked the customer what she would like me to do, to which she replied “fix the laptop”.. I tired explaining to her that the cause of the fault could have been due to the fact that the charge port is slack which could cause serious power issues such as this, and that this issue should have been addressed on the previous visit. (Indicating it was not my responsibility). Understandably though, she didn’t seem to want to accept this explanation.

I completely sympathise with the customer. If the charge port was in original condition I would accept full responsibility without question – but given the potential cost of repair (if it could be a cheap fix i'd just do it to save face/reputation) I cannot ignore the fact that the charge port is faulty (slack) and in my opinion could be responsible. The customer was aware of this fault but chose not to have it addressed.

The customer insisted the charger was faulty despite pointing out that it was tested and powered the computer (without the computer smoking) on the shop counter when she bought it. I am very aware of this kind of situation developing during my course of work and try my best not to be in these positions – I tend to be very cautious with chargers and if I have any doubt over them they get binned but I’ve witnessed charger failures and their effects and in my 15 years’ experience I have yet to witness a charger causing smoke to come from a laptop. In my opinion the issue will lie within the laptop itself.



..so the question is/summary:

could a charger cause such damage (before failing itself) to a laptop which causes it to smoke when a new charger is plugged in? Or could it be the slack charge port has somehow damaged the laptop AND power supply.

I appreciate any advice - this is the first time I've been held directly responsible for killing equipment, I consider myself genuine/honest but my budget allows for very little error - having to replace a mainboard at my own cost would probably take me months to recover from.. but I do want to do 'the right thing'

thanks again

 

[coffee]

You know, They make some really cheap chargers for laptops. Infact, Companies like Dell and HP have had to recall chargers because of such slack quality.

Evidently from what you write there was a problem with the laptop in that the charger would not fit correctly in the charger port. Had you pointed this out on the last visit and told her that it must be repaired and that you will not accept any responsibility if its not. But thats hindsight isnt it?

If she is a good customer and has a decent track record with you then I would repair it free of charge for her. Probably if you look at the motherboard you might get lucky and only have to replace the DC jack and maybe a cap or two.

The DC Jack could very well have been arching inside and causing damage for some time. It just happened to fail on your watch.

What is the model number of the laptop? Have you had a chance to look at the mainboard where the damage may be?

coffee

 

[JustInspired]

Yes, loose jack = arcing
Arcing = high current draw
High current = heat + burning + smoke

Hopefully the damage is not as bad as it seems.

Without inspecting and checking the board and power socket, you are just guessing.

 

[MarkD]

thanks for helping coffee. The only dealings I've had with this customer is selling her the charger (and probably cheaply too given I don't usually sell used equipment)

I'd probably do the same in her shoes if it wasn't a computer in question (with the exception of the slight attitude/threats of bringing other people to the shop - but my stereo-typical poor communication skills probably didn't help either) but she came across as determined it was my fault so I went into defensive mode and (maybe rashly) decided I didn't want to touch the computer for fear of being held responsible for each and every problem it has from then on.

Hopefully, she'll return (without whoever it was she threatened me with) and ill get the oppertunity to find out exactly where this new fault lies.. (if its just a simple port replacement I'd glady replace it just to put the situation right) but I fear trust quickly went out the door for both of us too.. absolute nightmare.

 

[trevm999]

Should have asked her for her receipt to prove you sold it to her

 

[coffee]

thanks for helping coffee. The only dealings I've had with this customer is selling her the charger (and probably cheaply too given I don't usually sell used equipment)

I'd probably do the same in her shoes if it wasn't a computer in question (with the exception of the slight attitude/threats of bringing other people to the shop - but my stereo-typical poor communication skills probably didn't help either) but she came across as determined it was my fault so I went into defensive mode and (maybe rashly) decided I didn't want to touch the computer for fear of being held responsible for each and every problem it has from then on.

Hopefully, she'll return (without whoever it was she threatened me with)

Just my personal advice here....

Probably another way to handle the whole issue is to take the laptop in and take the time to figure out what went wrong. One may argue about "wasting time" with it. However, Your not fixing a laptop. Your safeguarding your reputation and learning more skills. Your also going to pick up a pretty loyal customer should it turn out to be just a dc jack.

If you took the laptop apart do you think you would find pop or some other item in there where it burned? That would have saved your *utt right there. You could be grinning like a cat when you talk to her next.

coffee

 

[Markverhyden]

Many laptops have a number of fuses (voltage protection) inside. Many are very small. Also many AC adapters, bricks, have something similar. If something can produce a stream of smoke something else may be happening.

As mentioned you might open it up to take a look. But at this point it seems like it is going down hill.

 

[Krynn72]

Always a bad situation when coincidence makes it look like you did something wrong. When I've had customers like this, usually what I do is, right when things feel like they're about to get personal (going from implied accusations to blatant accusations and threats, etc) is just tell them I will check it in, and do a diagnostic for no charge. I make it clear that I'm not admitting fault, nor will I fix the issue for free if I determine it was not my work/product that caused the damage. If it was then I will fix it for no charge. I tell them I will call them when I figure out whats gone wrong but before doing the complete repair.

Usually this is acceptable to them, and in every case that comes to mind so far, I have found enough evidence that they back off and have me repair it for the standard or discounted charge (depending on how much I want their future business). Take pictures wherever possible so you can show them, but so far my word has been good enough for most people.

I've been waiting for the time when someone accuses me of intentionally damaging it during this diagnostic to "avoid responsibility", but so far that hasn't happened.

 

[NYJimbo]

If you can recall, what was the make and model of the laptop. Kinda interested as I've seen them all and might know more about the burning.

 

[14049752]

Probably another way to handle the whole issue is to take the laptop in and take the time to figure out what went wrong. One may argue about "wasting time" with it. However, Your not fixing a laptop. Your safeguarding your reputation and learning more skills. Your also going to pick up a pretty loyal customer should it turn out to be just a dc jack.

Unlikely. I'd be willing to bet that she'd blame him for any and all problems from here on out AND think that his service isn't worth paying for.

 

[brandonkick]

You tested the charger for her before you sold her the replacement (this was prior to her bringing in the machine today. That charger worked, and she had it and used it for some period of time.

Then you used a suitable replacement to "test" this machine. I might not have, I'd have simply plugged it into the wall and showed her with a meter that the voltages were what they should be and that the information (polarity, VDC and amperage) were all a match for what she had before.

She admitted that there was a fault with the laptops charging port, and that is more then likely the cause of the issue. At the very least, it's a lot more likely then the proposition of this replacement charger (the one you plugged in today) causing these problems.

I'd offer her the replacement charger, but I would not fix the machine. If she pushes too hard, offer a discount and then decline her for any future work. There are plenty of ways of "turning her down" in the future, without her being able to do anything about it.

 

[coffee]

Unlikely. I'd be willing to bet that she'd blame him for any and all problems from here on out AND think that his service isn't worth paying for.

If you took the laptop in for inspection and then had the customer come down to the shop and explain it all to her as what went wrong - most likely the DC jack. Then offer her a fix either for free or at a large discount you have the chance to recover from the problem.

I have had many customers, after a cool down period, start becoming rational and end up thanking me for my hard work. Its all about going above and beyond. Other shops would just let her go her way thinking whatever. Show you are different and stand apart from the crowd and give it a try. You have nothing to lose.

coffee