It was around 9 pm I was busy in a discussion with my family and suddenly my mobile rung. It was a call from a frustrated customer who was calling me to check his laptop at that time but it was out from my duty hour hence refused and got next day morning time. Actually he was calling from a competitor's service centre where has given his laptop 4 days ago but laptop was in out of order stage still, it means it was referred patient (laptop). Next day morning I went his home and checked carefully and as per condition I told him that there is chance that your hard drive or MB not working properly so need to check it deeply. He told me that I need all data safely and laptop in running condition by tomorrow morning and he gave his laptop.

How customer becomes frustrated?

Customers become frustrated when the service provider is trying to ignore them or doing wrong commitments or not able to repair device in promised time. I don't think customer got frustrated for money reason no not at all. They want a reliable and committed service first and if any service centre can give such facilities then customers gives more than expected.

What were the symptoms in that laptop?

In front of customer I checked the laptop and found problems such as :

• POST (Power On Self Test) is ok but the system was unable to repair HDD itself. It was the main issue according to customer.

• I found that its optical drive and USB ports were not working and due to these two general issues previous service centre could not repair.

• Some time laptop was getting power properly but sometimes not.

During collecting the laptop I said him that there could be delay only if and only if I fail to arrange required spare parts. He said okay let me know.

What I see more after disassembly?

After opening of all screw, battery and keyboard I saw that many cables/jacks were loose or 90% broken, first time I thought that perhaps i made any mistakes during keyboard disassembly and some cablesgot damaged but I had believe upon me so made a call to customer and asked was any other hands has opened this laptop before me? He said no but what happened? I said some cables and cables tighters are in broken stage then he said it may be because the laptop has been dropped from 4 feet high table to surface then I could know all history.

What I did and laptop become in running conditions:

• First started hardware test.

• My previous doubts about HDD fault is becoming true.

• After disassembly and reassemble of optical drive it started responding.

• Removed all dust using blower.

• Replace the Hard drive and Booting button power source jack.

• Assembled every parts carefully and started fresh installation using Windows 7 OS dvd. I had tried to install or repair the old hard drive but couldn't done.

• After successful installation I kept it in my service centre for next 5 hours under obsevation.

• I made his internal crashed Hard drive a new external hard drive. I tested his old SATA hard drive in a local made hard disk case and bought a USB to SATA connector. It means only OS occupied partition was crash and rest drives/partitions were ok.

Why & How customer gave me more?

• After successful repairing before given time frame.

• I gave him his old hard drive back with all data in external hard drive shape. Actually it was the main reason he gave me more.

• I show him my extra efforts.

Here it was the lucky laptop.

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Thanks
@face2face

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