Recovering from Laptop Loss – Part 2
Life is full of dangers, especially for the laptop computers used by busy professionals. David recounted his experiences with theft when he lost his laptop in November. But there are many more ways of losing a computer—you can drop them, you can spill a drink on them, or they could be in a fire or natural disaster. I discovered this last August.
I was attending the first day of a three-day conference, and I was sitting at a crowded table with several other attendees, and a third-full cup of cold coffee was sitting at my side. All it took was one thoughtless swipe of my hand, and the remaining coffee in my cup sprayed across the keyboard of my MacBook Pro. A sinking feeling quickly came over me, and anger that, because of my inattention, I had ruined my expensive but essential laptop computer. Sure enough, within a few minutes the keyboard stopped working, and the computer seemed to be a goner. Because I had to have a computer for the conference as well as for other essential work, I headed to the nearest Apple Store, got out my VISA card, and purchased a replacement.
When I got home, I discovered things weren’t quite as bad as they initially appeared. The damaged computer actually operated fine, it was just the keyboard that was not working. I decided I’d use it as a backup computer by attaching an external keyboard.
But there’s a happy ending to this computer fable: A short time later, it was time to renew an insurance policy I had purchased on the damaged laptop, which I had renewed regularly (or transferred to newer computers as I acquired them). It had been years since I had actually read the policy, and when I had bought the policy originally I was thinking of the danger of theft while travelling. When I called Safeware, the insurer, I wanted to have my policy transferred to the new laptop I had just purchased. “What happened to the other computer?” the helpful agent asked. “Oh, I spilled some coffee on the keyboard, and I’m just using it as a backup,” I said. “Did you know that that’s covered under your policy. You should file a claim,” she said. DUH! I didn’t even think to look at the policy!
The company handled the repair swiftly and easily. Their claims examiner scheduled to have a box sent to my home. Postage on the box is already paid. I placed my damaged laptop inside the box, and sent it to Safeware’s own Licensed Repair Facility, where it was diagnosed and repaired, then returned. If it wasn’t repairable, it would have been replaced!
I’m not usually one to recommend vendors, but Safeware, from my experience, is a class act. According to their website, they are “the nation’s largest provider of specialized insurance programs, designed to meet the demands of computer, electronics, and high-tech equipment owners.” Now, I’m sure it would have been possible to add a rider to my rental insurance policy (or a homeowner policy) to cover the laptop, but their handling of my loss was top notch. And they cover just about every conceivable kind of loss including accidental damage, thefts, drops, falls, collisions, cracked screens, liquid spills, vandalism, fire, and natural disasters. I would say that the $162 a year that I pay for coverage is well worth it since my business depends on my laptop!
Your post is timely. I keep thinking about all those passengers on US Airways Flight 1549 who had to leave computers in the plan. Certainly they need some sort of insurance. (As well as a good backup drive at home.)
I also am reminded of my nephew who is a college student. One night he came back to his fraternity room to find someone had spilled some sort of liquid on his MacBook Pro and cell phone.
The cell phone got sent back to the phone company for a replacement.
The computer was a different story. At first the machine seemed to work, but by the next morning the keyboard was (wet) toast. He went to the Apple store where he was told that although his warranty was in effect, he would be without the machine for a while.
Needing the computer for his final classes of the term, he simply bought an external keyboard and used that. Then, when classes were over, he brought the machine in for a repair.
It didn’t take long for the computer to be as good as new.
I then bought the keyboard from him as I needed a new keyboard. (He loves his Aunt Sandee.)
However, I like the idea of an insurance policy. Good investment.
These horror stories are going to give me nightmares! However, you bring up an excellent point, Steve.
There was also a good article about this kind of thing (including what to do if you spill a beverage on your keyboard) in a recent MacLife magazine (though I think much of it applies to Windows users, too). Here’s the Web version.
One thing I’ve always heard about beverage spills on any electronic device is that you should turn it off immediately and let it dry completely before attempting to use it again. If you run it wet, that’s when the damage will occur from the liquid causing short circuits. (Naturally, there can be physical damage too from sticky liquids binding moving parts, covering optics etc, but those bits are generally less expensive than a blown mobo.)
Oh, and I’ve always heard great things about Safeware all the way back to MacWeek magazine days. Glad to hear they’re still so helpful!
Wish, there was an insurance like that for external (portable) hard drives. Then, my story too would have a happy ending. These critters get used an abused just as much as laptops, maybe even more. My advice, as David’s was, backup and don’t get cocky with these drives!
Good to know. Last year a strategically tipped-over bottle of water fried the logic board and left-side ports of the MacBook Pro I use at work. Having AppleCare didn’t matter or help at all.
Greg brings up a good point I should have mentioned in my posting. While AppleCare is very good, and I always get it on my laptops, it doesn’t cover accidents like spills.
I have a friend who had condensation inside his laptop from taking it from a hot day in Israel into a cold hotel room with brutal air conditioning. It died while on within half an hour.
He was told by the apple engineers that they could detect moisture (apple build in sensors for warranty diagnosis) and that since it was probably him spilling things, then it wasn’t covered as a mechanical failure under his warranty from a UK central London retailer (Square Graphic).
This has so far taken 3 months to diagnose to this point, with the laptop accumulating more air-miles than Obama, and could probably have been fixed for the amount of hassle it’s caused to repeatedly fob off the customer.
One always has to think about that in business. I can’t remember which company it was that found it much cheaper to just always replace the entire device than to employ engineers to diagnose faulty components, not to mention the whole admin and supply chain infrastructure, but I suspect it was the japanese with the TVs, possibly Sony. Manufacturing can be got so right that repair is irrelevant, just replace.
That means insurance folks!
Great post. (and sorry to hear about the hassle…)
A spill does not necessarily mean a fried computer.
When a computer (or any electronic equipment for that matter) gets wet, the most important thing to do is remove any source of electricity. If it’s plugged in, unplug it, and if it has a battery, remove the battery — and fast!
If you don’t get rid of the moisture relatively quickly (don’t leave it wet for a week or two), you are going to have to worry about corrosion.
Without power, liquids will not harm the computer (at least not right away…) The way to deal with it from that point is like this: If it was just water that spilled, you’re going to want to help the equipment dry. That means taking it apart to the best of your ability, without taking it apart, it could easily take a week before everything is dry. You can try to help it dry by wiping down whatever you can (gently) and using gentle dry heat to dry things up. An electronics moisture displacer spray can also help with the drying up process.
If sticky stuff spilled, then you’re going to need to clean it, besides just drying it. The best way is with an electrics spray cleaner. Basically it’s a spray bottle of a chemical which evaporates easily without leaving a residue. You just shpritz the stuff until all the gunk is gone…
When you’re done and are sure everything is totally dry, put it back together, and just fire it up (and hope you don’t smell smoke…
Steve–So you went out and bought a new laptop because you spilled coffee on your other one? Did you also buy all the software you would need for the conference as well?
Just asking, because I can’t believe you would just run out and buy a new laptop to look important or something. Did you buy the software needed for the conference as well? Or just a laptop with nothing on it (except the OS)?
I had DVDs of the software. My data was backed up. All I bought was the computer. I was so busy I couldn’t afford any down time.
Okay. Thanks. Very smart move to have your DVDs with you
Thanks for this, I’m about to get a new MacBook Pro! Do you have Safeware in addition to the Apple Care Protection plan?
I have both AppleCare and Safeware on my primary laptop because I use it so much, depend on it so much, and travel with it so much. Here’s how Safeware describes the difference in an FAQ on their website:
“Is insurance coverage the same as warranty coverage?
“Answer:
“No. Insurance COMPLIMENTS the manufacturers warranty. The warranty on your machine will service failures and mechanical breakdown.A Safeware insurance policy will protect you from physical damage such as a cracked lcd, liquid spills, power surges in addition to theft and natural disasters.”
they mean COMPLEMENTS of course.
I once left a large, squat candle burning on my desk … yes, dumb … while working on the other side of the office. When I returned to the computer the candle had melted a hole in its side, from which wax had spilled out, run over the edge of the desk, dripped onto the keyboard in the keyboard pull-out thingie and so by this time the right half of the keyboard was encased in dark green evergreen-scented solidified wax. It looked like Hans Solo in green carbonite.
I was sure the keyboard was a goner but thought Oh I’ll try and see if I can just peel off the wax. So one Saturday morning I took it apart on my kitchen table .. .the keys, the case, then found a sheet of wax bonded with the flexible circuit board. I peeled that off too. Cleaned off everything, put it all together, hooked it back up to the Mac, and … nothing. nada. Completely broken. But it was fun.