Originally Posted by tjmaxwell2
Let's pretend that none of you own or have purchased a computer from "Company Z." You go to some random forum and read about how a customer was instructed by "Company Z" support to pry up the keyboard. Predictably, the customer ends up damaging the case while doing so. Then, support says "sorry, you damaged the case, that's your problem, no warranty support." Are you saying that you wouldn't be upset?
Predictably? Puh-leese, more like "Foolishly". As an ex-tech support maven, I have opened up enough laptops in my day to know that without due care and attention, you may screw up. Also, this isn't some laptop you could buy at Crappy Shack, it's an Alienware laptop that you probably blew a wad of cash on. It would behoove you to work carefully and slowly. If my 7500 SLI goes bye-bye, which for me would be a disaster as I'm in the UK right now, I ain't touching it, it's going back no matter what the cost and inconvenience to myself. I could repair/replace almost anything that could go wrong, but I won't, in the same way that if my Jaguar went bad, I wouldn't work on it. It's not worth the risk.
I'm not saying I would not be upset, I would be! BUT I would also know the risk I'm taking when doing something like that.
Also, if the tech followed the same procedure that the tech I had followed when I called in when my lights failed, which is likely, then Jason would have been warned before going ahead. I was warned several times during the call of the dangers that could happen when we worked on my case, through disconnecting the power supply, opening the sides and removing certain components to establish which part had failed.
I feel for the guy, I really do, but speaking as a customer, a tech-support guy and a technician, I can't justify his attitude.
This is just my opinion, I could be wrong be reading it wrong and if I am wrong, mea culpa.