When Mike had a problem with his lovely Ultrabook’s trackpad, there was no reason to fret: it was under warranty. He shipped it off to Samsung’s repair depot and waited for the return of his freshly repaired computer. He didn’t know that he was actually doing the opposite: that he was sending his notebook to Samsung’s top-secret anti-repair facility, where your devices somehow emerge more broken than they were in the first place.
Rich ordered an ASUS Zenbook from Amazon. It wasn’t cheap, totaling $1415 including tax. When it arrived, it had a stuck pixel. No one wants to drop that much money on a computer with a stuck pixel, so he sent it back to ASUS to have the display fixed. The company has a guarantee that their computers won’t have this kind of defect, after all. He waited patiently for the computer to come back. It didn’t. He became less patient. ASUS has given him two different explanations for why they won’t let his computer come home, and they’ve had it for a month and a half when their own policies state that they won’t hold on to a customer’s computer for more than two weeks.