Password disabled by PC repair centre?

cullend2

Hi all,
I just got my laptop back from a repair shop, having had the screen replaced.

Since the day I got this laptop its been password protected, but now, having turned it on, locked it, hibernated it, etc., I haven't been asked once for a password. I don't see why replacing a hardware component would cause this.

Its not really a big deal, but is it common practice for repair shops to bypass/disable passwords without permission?

obviousTroll

Having worked in the field I've had times where it was necessary to remove a password to get in and fix the machine. Having said that, replacing a screen should never be a reason to unlock your password. Screens don't need anything installed or configured. Seems rather strange.

gerryk

If it was me, I'd call them up and tear 'em a new one. But I'm a narky old bollix...

GarIT

A windows password really protects nothing, you can get a CD online that will remove a password in a couple of seconds.

As another poster said, I have often had to remove passwords because things happen like a customer leaving without giving me the password and they are not contactable. They shouldn't have done it for the screen though.

They may have had to if they needed to change the reslolution if the new screen had a different resolution but that is unlikely.

thehomeofDob

We run into this quite a bit in our repair centre. Before we carry out any work on any machine we run it through a quick hardware checklist - this is mainly to cover our own asses, but it also helps us offer a more complete service. It happens quite regularly that a unit in for something simple like a damaged screen can have other issues from whatever caused the damage (webcam, hdd, etc).

Gaining access to the OS means we can fully test everything in it's correct environment (rather than use a bootable OS disc), however for the likes of an LCD replacement we would normally use Kon boot which leaves your password in place.

On that note, if your laptop is bootable - don't leave it into any repair centre without first removing any private data that you would not want anyone to see. That includes pictures, music, documents and most importantly web history and saved passwords. I have witnessed first hand what some engineers get up to and have dealt with horror stories when customers have dropped units in after handing them over someone before us.

ddullaghan

Hi All. I actually run a computer repair centre might even be the one being discussed here! <snip>

ThehomeofDOb probably has the best answer here. In relation to screen replacements in our place we always need access to the o/s after replacing screens for several reasons. If the password isn't given at the time of book-in,we generally remove them to quicken up the repair process (sometimes its hard to get passwords or people on the phone). The reasons we require access to Windows after the screen replacement would be

1. More often than not, a fair amount of disassembly is required to properly remove the screen (mostly on newer models) & as a result, we like to test wifi antennas / webcams sound etc after reassembly. Just a basic check to make sure we haven't forgotten to plug something back in

2. For all repairs regardless of physical damage or software, we check for viruses & malware and make sure you've got all updates and anti-virus software applied. This is just something we always do as we like to go that little bit extra. For this, we need to be in windows

Anyway, hope this clears up the reason(s) that a Repair Centre would need access to your account or remove your password.

JimmyCrackCorn

I knew a guy years ago who had a company doing repairs while he was in college.

He used to copy pirated music and porn off pcs.

One day he got an education on why not to be nosey. He searched the drive for images and opened them all. He learned all about gay porn that day and never was nosey again.

Karma

BaconZombie

Hey ddullaghan,

I kinda understand why you would want to test everything after removing.changing parts but I think if you don't have permission from the owner then you should not just "reset" the password and leave it blank.

If I send a device to get its screen changed then the contract and agreed access to the hardware is only within the realm that is need to remove and replace the screen. And I do not want a "free" unwanted viruses & malware check.

This is why I normal remove the HD before sending hardware in for repair.

ddullaghan wrote: »

Hi All. I actually run a computer repair centre might even be the one being discussed here! <snip>

ThehomeofDOb probably has the best answer here. In relation to screen replacements in our place we always need access to the o/s after replacing screens for several reasons. If the password isn't given at the time of book-in,we generally remove them to quicken up the repair process (sometimes its hard to get passwords or people on the phone). The reasons we require access to Windows after the screen replacement would be

1. More often than not, a fair amount of disassembly is required to properly remove the screen (mostly on newer models) & as a result, we like to test wifi antennas / webcams sound etc after reassembly. Just a basic check to make sure we haven't forgotten to plug something back in

2. For all repairs regardless of physical damage or software, we check for viruses & malware and make sure you've got all updates and anti-virus software applied. This is just something we always do as we like to go that little bit extra. For this, we need to be in windows

Anyway, hope this clears up the reason(s) that a Repair Centre would need access to your account or remove your password.

BostonB

thehomeofDob wrote: »

....Gaining access to the OS means we can fully test everything in it's correct environment (rather than use a bootable OS disc),....

Why not use a Live Disc ???

I don't don't see why you need to access anyone elses data to fix a screen.

The only reason I can see is to save time rather than working out all the correct drivers for every laptop. Who's to know if wifi and everything else is working correctly on a customers laptop before you get it.

If the customer has been asked before hand then ok. If not then you really shouldn't.

moneymad

These 2 lads who fix computers are bluffers. You don't need to boot into windows for any reason. Not even the ones you've mentioned.

Deliverance XXV

moneymad wrote: »

These 2 lads who fix computers are bluffers. You don't need to boot into windows for any reason. Not even the ones you've mentioned.

Agreed. If you are told to fix a screen then just fix the screen. Anything else could land you in trouble, especially if you are circumventing password protection.

You should only access the files/OS or bypass passwords if the customer has given permission to do so and understands why you must do so, but then if the customer understands why then you would probably not need to reset the passwords in the first place as they would give you their password.

I have had to remove passwords on some occasions, such as if my colleagues forget to obtain the password when taking the machine in, or if I try to call them and can't get through for whatever reason.

However, I wouldn't do it for a screen replacement, I don't need to log into Windows to test a screen. I can check the wi-fi or webcam from a bootable CD if need be.

BostonB

While the windows password isn't much security, it might be enough to stop some random thief from getting the customer details if that laptop was stolen from your premise while unlocked.

RoyalMarine

I would be comfortable with a repair man removing my password to test the hardware is all operational as mentioned above, ONLY on the condition that I am informed of this when collecting my device.

BaconZombie

I would want to be told when dropping the laptop in, especially if they plan on running extra tests that were not requested or needed to complete the job I requested / authorised.

Yes I know the password is piss easy to get a round since I have to bypass it >20 times a day.

RoyalMarine wrote: »

I would be comfortable with a repair man removing my password to test the hardware is all operational as mentioned above, ONLY on the condition that I am informed of this when collecting my device.