Guy calls in and when he said "I have been dealing with the corporate office on this" I knew I was headed for trouble.
Backstory: The store sells service plans on laptops that have accidental damage protection. It covers a lot.... except if the laptop is completely submerged in liquid or run over by a car. This is to prevent people from destroying the laptop in hopes of getting a new one.
Apparently, this guy's idiot son slipped on his deck and dropped the laptop in the guy's miniature pond. Laptop lost the battle.
SC: I need to have this covered. I bought the accidental damage warranty for a reason.
Me: The service plan you purchased does cover accidental damage but complete submersion is considered abuse, that's why they told you it's not covered.
SC: They told me at the store it covers everything. Therefore, that does not apply to me.
Me: I'm sorry for being misinformed, but once the service center deems it abuse it will not be covered. I wish I could say something better.
SC: Does the accidental damage plan warranty cover the unit if it's dropped?
Me: Yes....
SC: *Cuts me off before I could finish.* Well my son dropped the laptop into the pond. Therefor, it should be covered!
Me: It does cover drops and if it just dropped into the ground from a short distance in the air that would be a different story, however the end result is that it went into a pond and became completely submerged.
SC: No. My son dropped the laptop and it happened to go into the pond. You MUST cover this.
Me: *At this point, I know I'm just going to go round and round with him.* If you want to dispute the service center's findings I can transfer you back to the corporate offices. I can't do disputes like that here.
SC: Fine, get me back over there, I'll just hassle them until this gets resolved.
*Transferred.*
One word to this SC: It doesn't matter if it dropped out of someone's hands, fell out of a briefcase, or fell off a table. Once it gets dunked in water, that's it. End of story.
Backstory: The store sells service plans on laptops that have accidental damage protection. It covers a lot.... except if the laptop is completely submerged in liquid or run over by a car. This is to prevent people from destroying the laptop in hopes of getting a new one.
Apparently, this guy's idiot son slipped on his deck and dropped the laptop in the guy's miniature pond. Laptop lost the battle.
SC: I need to have this covered. I bought the accidental damage warranty for a reason.
Me: The service plan you purchased does cover accidental damage but complete submersion is considered abuse, that's why they told you it's not covered.
SC: They told me at the store it covers everything. Therefore, that does not apply to me.
Me: I'm sorry for being misinformed, but once the service center deems it abuse it will not be covered. I wish I could say something better.
SC: Does the accidental damage plan warranty cover the unit if it's dropped?
Me: Yes....
SC: *Cuts me off before I could finish.* Well my son dropped the laptop into the pond. Therefor, it should be covered!
Me: It does cover drops and if it just dropped into the ground from a short distance in the air that would be a different story, however the end result is that it went into a pond and became completely submerged.
SC: No. My son dropped the laptop and it happened to go into the pond. You MUST cover this.
Me: *At this point, I know I'm just going to go round and round with him.* If you want to dispute the service center's findings I can transfer you back to the corporate offices. I can't do disputes like that here.
SC: Fine, get me back over there, I'll just hassle them until this gets resolved.
*Transferred.*
One word to this SC: It doesn't matter if it dropped out of someone's hands, fell out of a briefcase, or fell off a table. Once it gets dunked in water, that's it. End of story.
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