I too have seen intermittent problems that take a great deal of time to show. Stiction (when the drive platter will occasionally stick or have problems spinning up) is very difficult to pin down. It might show up for the user/owner, yet be corrected on the drive to drop it off for service. I've had a number of computers that sat on my bench for a week or more as I turned them on and off, let them sit overnight to attempt to boot in the morning only to never actually see an issue that the customer might have. Some of those came back almost immediately for the same problem, and many were sent back with still no problems exibhited. There are just some times when even a good tech is not able to reproduce a failure, when no matter how much you try that drive just continues to work for you. I've replaced some of them anyway, but even some of those will come back in a week's time for the exact same (non-reproduced) issue.
Just because a vendor confirmed a problem (an intermittent problem) does not mean that it will show on any tests that the manufacturer might perform. Logic boards often perform within specifications, even though they are failing or faulty. Some items only show failure after extended use (when circuits/platters heat up), others show failure only after a cold boot (when items have a chance to sit for a while and "stick", or haven't had enough chance to warm up). That's what intermittent is. If I let your computer sit on my bench for a week--cold-booting warm-booting or just running to see if a fault occurs--and never have any problems with it, you can bet I'll charge you a bench fee whether your system has a warranty or not. It's all about expectations, I as a service/support provider expect to have some compensation for the time I spend examining your system. If I can replace something under warranty, that compensation will be provided by the manufacturer. If I replace something out of warranty, or find no fault/problem to exist while I'm looking and working with it, that compensation will be provided by the owner. If you go in to your doctor with a complaint of a sore throat and the doctor finds nothing wrong and sends you home, you still pay for the visit (or at the very least, you pay a co-pay). Unfortunately, warranty coverage does not apply to issues that can't be replicated, nor does it apply to issues caused by software problems or conflicts with third party hardware. In Philip's case, where a visual inspection could have shown the problem, there is definite cause to be upset with the manufacturer. But, if there had been nothing visually wrong, and nothing they were able to replicate, then their is nothing to complain about. If the issue is not replicated, there is nothing they can do about it. Just because the customer says something is failing does not mean the manufacturer is obliged to replace something. They likely will if you are a squeaky enough wheel, but it won't have been because they honestly found a problem. Your support provider will not replace items without cause, if they do and end up replacing more parts within a short time period they are penalized by the manufacturers. Likewise, the manufacturer is not going to just start replacing items if they aren't able to reproduce issues. It just isn't going to happen, not with any manufacturer. And if you send them an item that is intermittently failing, and they find no problems, they are very likely to charge you for time because without a reproduceable issue it is not covered under warranty. A good tech knows this, understands their position, and is able to convey this to his/her customer. Hamlin -- G-List is sponsored by <http://lowendmac.com/> and... Small Dog Electronics http://www.smalldog.com | Refurbished Drives | -- We have Apple Refurbished Monitors in stock! | & CDRWs on Sale! | Support Low End Mac <http://lowendmac.com/lists/support.html> G-List list info: <http://lowendmac.com/lists/g-list.shtml> Send list messages to: <mailto:[EMAIL PROTECTED]> To unsubscribe, email: <mailto:[EMAIL PROTECTED]> For digest mode, email: <mailto:[EMAIL PROTECTED]> Subscription questions: <mailto:[EMAIL PROTECTED]> Archive: <http://www.mail-archive.com/g-list%40mail.maclaunch.com/> Using a Macintosh? Get free email and more at Applelinks! <http://www.applelinks.com>
