[300-Person Survey] Laptop Failures: Only 4% Benefited from Warranty – 96% in a 'Warranty Blind Spot'. Used PC Specialist Alpaca PC Launches Warranty Covering Negligence from ¥250/Month

Used PC specialist "Alpaca PC" (operated by Motto Inc., headquartered in Hanyu City, Saitama Prefecture, Representative Director: Yuwao Kuwazawa) conducted a survey of 300 people regarding 'accidental laptop failures.' The results revealed that 73.0% of those who experienced failures could not use their existing warranties, with only 4.0% being able to get repairs.

In response to this issue, Alpaca PC launched the "Alpaca PC Double Protection Plan" in March 2026, a reassuring warranty plan that also covers user negligence (such as drops and water spills). This plan aims to reduce sudden expenses and the burden of replacement, alleviating the concerns of used PC users.

Three Facts Revealed by the Survey

Alpaca PC conducted a survey of 300 people who had experienced 'breaking their laptop due to their own mistake.' The results are as follows: (Details of the survey can be found in the PDF document download)

Fact 1: 73% Gave Up on Repairs

73.0% answered that they "gave up on repairs using a warranty."

The most common reason among them was "the warranty period had expired" (61.0%). On the other hand, 12.0% were told that "self-inflicted damage is not covered" despite being within the warranty period. While an expired warranty might be understandable, the experience of "not being able to use the warranty even though it's still valid" undermines trust in warranties themselves.

Furthermore, the existence of 23.0% who "didn't even check if there was a warranty" cannot be overlooked. Free-response questionnaires revealed multiple comments such as "I broke it due to my own carelessness, so I assumed the warranty couldn't be used," suggesting that the perception of "negligence not being covered" leads people to give up even on inquiring.

Fact 2: Top Cause of Failure is "Spilling Drinks"

Most failures occur as an extension of daily life, such as "my elbow hit it while I had coffee nearby" or "I dropped it while carrying it." The extent of the damage was "completely unusable (e.g., won't start)" for 56.7%. Including cases where some functions were impaired, 94.7% experienced disruptions to normal use.

Fact 3: 45% Spent Over ¥50,000

The most common solution was "bought a new computer without repairing the old one" (49.0%). Combined with "left it as is or disposed of it" (22.3%), 71.3% chose not to repair.

Repair or replacement costs were "¥50,000 to ¥100,000" for 26.7% and "over ¥100,000" for 18.7%, totaling 45.4% who spent over ¥50,000. The number one "most troubling thing about the failure" was "the sudden expense was painful" (32.7%).

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This is how it broke down

Accidentally spilled and lost all my side job money (30s, female)

I work on a side job doing computer input. While drinking juice, the doorbell rang for a delivery, and I rushed to the entrance. When I returned, the keyboard was covered in juice. The warranty didn't apply, and buying a new one wiped out all my side job earnings.

It wasn't me, is my child's mischief also negligence? (40s, female)

I woke up in the morning to find the laptop I had left on the living room table soaked. Next to it was my 2-year-old, beaming, with a bottle of Febreze in hand... haha. He seemed to enjoy spraying it. What children do is practically an act of nature, isn't it?

If insurance doesn't cover everything, I don't need it (20s, female)

As a university student, I hastily tried to put my laptop into my bag and accidentally dropped it. I frantically searched for the warranty, and was happy thinking it would be covered since it was within the warranty period. However, at the computer shop, I was told, "Self-inflicted damage is not covered by the warranty," which made me angry, thinking, "What's the point of a warranty then!"

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Fact 4: 68% Want a Warranty That Covers Negligence

When asked, "Would you like to join a warranty that also covers negligence such as drops and water spills?", 27.0% answered "definitely want to join" + 41.3% answered "somewhat want to join," totaling 68.3% who expressed interest in joining.

The most common acceptable monthly amount was "around ¥500" (41.0%), followed by "¥300 or less" (29.3%).

Alpaca PC Store Manager Taro's Proposal for "The Future of Warranties"

A warranty is meaningless if it doesn't truly help customers

As a seller of used computers, there has always been something that bothered me.

The reality of having to tell a customer who is shocked by breaking their computer due to their own carelessness, "This is not covered by the warranty." I can't count how many times I've been told, "What's the point of a warranty if it doesn't cover anything?"

After interviewing 300 people this time, I realized it anew.

"Spilled a drink," "dropped it" — for failures that occur as an extension of daily life, the warranty system hasn't caught up, and it's almost standard for self-inflicted damage not to be covered, whether for new or used products. If the cause of most failures is self-inflicted negligence, isn't that not a true service?

Furthermore, in the used PC industry, I believe there was an unspoken assumption that "because it's used, the warranty is only to this extent." But for customers, whether it's new or used, it's equally problematic if it breaks.

This accidental damage warranty plan is a step towards changing that assumption. Precisely because it's used, we want to deliver peace of mind with a warranty. This is a choice made with the customer in mind.

Alpaca PC's "Accidental Damage Warranty Plan" (Alpaca PC Double Protection Plan)

Alpaca PC offers the "Alpaca PC Double Protection Plan," which includes antivirus software "Webroot" in addition to a hardware warranty that also covers negligence such as drops, water spills, and damage.*

It covers hardware accidents that can occur in daily life, such as cracked LCD screens and water damage, and compensation is paid even if repair is impossible (including loss). Repair services can be used regardless of the manufacturer or repair company.

*Official name: Webroot SecureAnywhere Antivirus for Gamers Double Protection

Monthly equivalent of ¥325 or less — Offered at a price significantly below "¥500 per month"

In the 300-person survey, 68.3% expressed a positive intention to join a warranty covering negligence, with 27.0% saying "definitely want to join" and 41.3% saying "somewhat want to join." Regarding the amount, "around ¥500" was the most common (41.0%), followed by "¥300 or less" (29.3%) and "around ¥1,000" (14.7%). The Alpaca PC Double Protection Plan is set at a price significantly lower than these figures.

Difference from Major Electronics Retailers

Extended warranties from major electronics retailers (Yamada Denki, Yodobashi Camera, etc.) are generally available only at the time of new purchase, and negligence (drops, water spills) is mostly not covered. Providing a warranty that also covers negligence for used computers is a rare initiative in the industry.

Survey Overview

Survey name: Questionnaire for those who have experienced breaking their laptop due to their own mistake

Survey period: February 17-18, 2026

Survey method: Internet survey (CrowdWorks)

Target audience: Men and women nationwide who have experienced breaking their laptop due to their own mistake

Valid responses: 300

Respondent attributes: Male 51.3%, Female 46.3%, Other 2.3% / Teens 2.0%, 20s 15.7%, 30s 34.0%, 40s 28.0%, 50s 15.3%, 60s and above 5.0%

*For details of the survey data, please refer to the PDF document (downloadable from the end of this release).

 When using in reports or articles, please specify "According to Alpaca PC" as the source.

Motto Inc. Company Profile 

Company name: Motto Inc.

Location: 857-1 Sukage, Hanyu City, Saitama Prefecture, 348-0033 Japan

Representative: Yuwao Kuwazawa, Representative Director

Business activities: Sale and repair of used computers (brand name: Alpaca PC)

EC site: https://www.alpaca-pc.com/

Store: Alpaca PC Used Computers specializing in discounted items (Hanyu City, Saitama Prefecture)

Phone number: 048-577-7990 (EC) / 050-3552-8859 (Store)

Business hours: Mon-Fri 11:00-18:00, Sat 11:00-17:00 (Closed on Sundays and public holidays)

Achievements: Over 50,000 cumulative orders / auPAY Market Best Shop Award 3 times (2019, 2024, 2025) / Rakuten Ichiba Monthly Excellent Shop Award 6 times (top 1%)

  

Contact for this matter

Motto Inc.

Alpaca PC 　

TEL: 048-577-7990 　

E-mail: info@alpaca-pc.com