Verizon " Expert Care" - Computer issue

Question

I am currently involved in a Verizon Expert Care claim that I am hoping will be resolved soon.
I am somewhat of a computer expert by hobby with about 30 years of experience.
I special ordered a fairly high end laptrop not quite 3 years ago. Jast after the initial manufacturers warrenty expired (HP), it began having video issues. Problem was solder joints on the motherboard weakening due to heat from GPU & CPU. I had this fixed not quite 2 years ago by a repair outfit that had a special infra red oven that will re-ball the motherboard at a cost of about $ 100.00.
Upon getting the laptop back from repair, I was made aware of the new "expert care" program which would cover all of the computers in the household (4) against damage or repair issues. I signed up for it since laptops are difficult to service yourself beyond basic component replacement. All was well until about 6 weeks ago when the laptop started exhibiting the same symptoms as before.
I contacted Expert Care, paid my $ 75.00 fee, and initiated the claim. Everything was excellent in the beginning. I received a laptop box & next day air UPS package to their repair facility within 24 hours. I packed up the laptop & attached a letter to it explaining what the issues were in detail to make the tech's job easier. I was informed when the repair facility received the laptop, also within 24 hours. I was also given progress reports by telephone almost every other day. I was then told that a part had to be ordered, and was expected in 2 days. About 3 days later I was told that a new screen was ordered. I new that the display was perfectly fine, as it worked perfectly when I sent the unit in. ( My issue was intermittant at the time, and I was trying to get it fixed before it got worse.) I was then having questions as to what was being done, that had no connection to the problem that existed.
The next day, I was told that the laptop was being scrapped, and I would be getting a replacement. This was quite a shock, as I was expecting the unit to be returned without too difficult a repair.
NOTE: Customers are prohibited from speaking with the repair facility techs.
NOTE: Scrapped laptops are NOT returned, although I had the hard drive returned for security purposes.
The initial laptop replacements offered were basic entry level machines that one could buy almost anywhere for about $ 700 - $ 800. Not even close to my high end almost $3000.00 laptop. The Expert Care program provides coverage up to $ 2500.00 per year. I was assigned a "case worker" upon Verizon's decision to replace the unit. She seemed only somewhat knowledgeable about the machines. I did some online research as to what would be an adequate replacement for what I had, even though technology has changed somewhat in 3 years. The next offer was two machines that were better, and of two of the brands that were on my list. I checked out the model numbers, and found out that they were closeouts, but still not equal to the specs of my defunct machine. We have now been going back & forth for the last 3 weeks to settle this matter.
I have spec'd out exactly what I need, as I use it for my business, as well as entertainment when away. I need a high horsepower machine, and it must again be special ordered. I am also willing to pay for the extra cost components that are absolutely necessary, and also reset the service life of the new unit for at least another 5 years.
The latest communication from my case worker is that what I have spec'd out EXCEEDS my AGGREGATE LIMIT. No one ever told me about any aggregate limit or exactly what the amount is. I am NOT PERMITTED to share in the cost of the upgrades. What kind of sense does that make. Am I to settle for a machine that will not perform to my needs? I have even gone as far as reducing the new machines spec's with some components that I am capable of adding myself after receiving it, in order to reduce the cost. FYI, my initial specs were for a unit less than my $ 2500 coverage limit. I am not one trying to get something for nothing. I am willing to spend whatever it takes to get the unit THAT I NEED to perform for those needs.
I am told that there is a buyout of my old unit, but judging the current situation, I think thay are going to low ball it. I have yet to be informed of what the amount is.
Bottom line: Expert Care is turning into something different than what was sold to me initially. By constraining me to under equipped machines, and not even being able to share in upgrade costs makes this what seems to be a worthless program. I will not accept an amount less than 66% of my original machines cost. I think I am being very fair, but I also think the possibility of a small claims court case is a possibility. NOWHERE in the fine print is any such thing as AGGREGATE LIMIT mentioned.

Answer 1

I am sorry to hear that you aren't happy with Verizons Expert care.  To be honest I love it and that is the only reason I am still a verizon customer.
First let me say that you should have been informed that if the item isn't able to be repaired correctly (not just a quick band-aid repair, that you would receive a new system that is worth what your system is worth at the time of repair.  You mnetion that you are pretty knowledgable when it comes to computers so this should not come as a shoke. Computers 3 yrs or older truely aren't worth anything. The cost of the system when you purchased it doesn't matter.  They will make sure your processor, hard drive and important items like this equal the old system, which is better then most companies. 
Three years ago windows Vista was the operating system and most people had 32 bit OS's instead of 64 bit OS's.  Hard drives are about 250 gigs. Well 250 gigs is nothing now. 
I am shocked that they had to send in your laptop instead of having someone come to your home.  I spoke to the techs before they scheduled to come to my home to repair my system.  I explained the issue and they ordered the part prior to coming.  If they wouldn't have been able to repair the system, I knew I would get a new system. Because I only have high end systems in my home, I knew the replacement would be great although the cost would be different from what I paid, 3 yrs ago. 
I have to say.....this service alone is worth every penny i pay to Verizon.  Remember a 3000.00 computer will be worth 1/2 that after 6 months.  Something new is out every 6 months.