i use to do CSR for a major retailer. that being said...
I have a question for the OP.
After the iniitial repair. Did the call for the second job come before or after the expiration of the warranty?
Here is why I am asking. Regardless of company you deal with. The fine print is where you get hammered. Warranties cover an item for a specified time. Generally speaking, companies will repair items under that alotted time that are reported. If you wait 1 day after the warranty is expired, then you are out. This includes items related to a previous repair.
In your case, the laptop was repaired/impaired by a technician. Regardless of your personal dealings(phone call or any other matter). It is your responsibility as a consumer to verify the job before that technician leaves. I am fairly certain either you or your wife signed a work order before he left. It sounds like a ill statement on my part, but consider the possible outcome. I am not saying the situation is your fault, however it would have thwarted any issue with warranty expiration. Perhaps its more of a tip for future issues. Always try the item before you sign any release or work order. It does not matter what company it is. Always try it out. If for any reason it does not meet your expectations on performance. Have it noted or reject the repair and have them do it again. There is nothing wrong with those requests.. Sure you might get a ugly look from the repair person or clerk. But its your item. Your money.
Did the item warranty really expire? Fact is it depends on when you called it in. I know there is an underlying argument that the original problem was not fixed. and that the company is responsible for rectifying the problem. But in a real world stance, that is not going to fly. When you sign a work order, the job is complete. Any other issues are considered a new work order.
That being said.. A good CSR(which i was), would of repaired your laptop. Here is why. If the details you have given are accurate, then a CSR should of read the case details and determined that the original work was incomplete/incompetent. That being the case EVEN if your warranty was expired, the CSR should have the ability to authorize a repair free of charge. This does not mean you can wait a month after expiration and expect service, but if it was requested within a week or two of the expiration date then it would be acceptable. If the original repair was well over a month before the expiration date, then this wouldnt apply. You would have had plenty of time to call it in. Like all things, good service depends on who you deal with. When you deal with this person. How you deal with this person. CSR are people, be kind and courteous. Do not impose or be demanding, unless its absolutely necessary. It doesnt mean you have to bend over backwards to please them. Just show constraint.
Getting a CSR mad can cause this exact problem. CSR's hear nothing but complaints all day long. They can be very vindictive. I once saw a CSR cancel about $3k in warranties without refund on a guy because he got her mad. He was in clear violation of the warranty(commercial use), but we let him slide for years. Bad stuff, but its all in the fine print.
Lastly, I know what a company shoud do isnt always what they do do. Keep up your fight, if the facts are true. then eventually you will reach a person who does care enough to help you.
Good Luck,
-The Brain.