The agreement between 3rd party service centre and the manufacturer, be it Dell, Lenovo, Acer etc, contain certain performance metrics which the contractor must adhere to. Failure to perform will lead to non-renewal or worse, contract termination.
Here's some of the tricks of the industry
1) get you to waive on-site warranty. Man-hours are expensive. They'll persuade customer to bring device to service centre rather than send someone down.
2) customer reported four problems. This is one of the obvious tricks in many places, even at the doctor or lawyer. Clerk only keys in two or three problems into the computer. Primarily the problems which they are confident can be fixed. The problems which are tricky to fix are omitted. Obvious: what is said is different from what's written on (digital) paper. This helps to save on part costs as well, since there're magically less parts to replace now.
3) planting thoughts in your head. Like Leonardo Dicaprio's Inception. You call to ask for A and get a promise that they'll call back. Lo and behold, when they do call, they're counter-offering with something else B. Business 101. That is to say, they'll start to talk about something irrelevant to your original request A. Customer gets strung along and thinks that B what was he wanted initially.
4) "But but but other customers have completely no issue with us!" There are dangers following the herd. Nuff said. No one ever has succeeded by following the herd. Proceed at own risk. No free indemnification provided.
5) Non-disclosure or partial disclosure between senior management and minions. One of the ways to maintain leverage over the other party during a business txn is information asymmetry, ie one party has more information than the other and uses it to his advantage. If customer agrees that the device problems are his fault, he effectively waives the remainder of the warranty. Coz who is to say future problems are caused by product design problems or customer induced? Did senior mgmt educate the minions about this? Do they even want the minions to be educated or hopelessly enslaved?
The above was gleamed from what they kept showing me just to save their boss some $$$. By asking the simple question "who benefits", one can easily see the above happening in your face. Unfortunately, it appears that there'll still be people who think mega corporations are here to help, even when presented with the fact that denying warranty helps the bosses' bonuses.
