Serial Number – Traveling Mark

Reporting Stolen Laptop

As part of my desperate efforts to salvage as much as I could after nasty laptop theft I quickly proceeded to let all relevant companies know that my laptop was stolen. When reporting a stolen laptop, I first thought of contacting Microsoft with the serial number of the operating system as Microsoft releases regular updates for Windows and if the thief or her accomplices broke into the laptop successfully, there might be a request for update from this particular serial number when it is connected to the internet. I certainly thought Microsoft may be able to trace the attempts to upgrade Widows Vista my laptop had installed (given unique serial number) and report it to the police or better yet, lock the operating system as it could be done with proven pirated copy.

Secondly, I reported stolen laptop to Samsung because they are the makers of it. Again – I wanted them to have my laptop’s serial number flagged as “stolen” in case there is a request for support or any other contact made using my laptop’s serial number. I knew the thief herself would not attempt to contact Samsung, but she was no computer user. She clearly stole it with intentions to sell it. And buyer of stolen laptop may eventually attempt to contact Samsung support which could lead to solid traces and possible recovery of the laptop.

Finally, I have also reported stolen laptop to Future Shop where I purchased the unit. Given that I also paid more than $300 for extended service plan, I thought they’d be willing to at least show some form of support to their loyal customer.

Sadly, each of the reports resulted in response that didn’t help. Microsoft Canada responded in less than 24 hours for which I commend them. Amazing support with fast response times. The response was written in an understandable language and to the point, sadly I was informed that due to privacy commitments, Microsoft cannot trace lost or stolen software when used by another individual, even if used illegally and was advised to report the theft to the police (which I have already done in the meantime). So much for high hopes with Microsoft, but their response was understandable. If they acted otherwise, everybody would complain that they invade their privacy too much and have too much remote control over their property. Ahh well.

Response from Samsung was way more useless. I got an email a few days later stating the following:

Unfortunately, the number “10126029-J502” is not the correct serial number, we are unable to accommodate your request at this point.

Well duh – it is not a valid number, but all other information I have provided when reporting stolen laptop was information exactly matching information I have registered my laptop with. I have also applied for free upgrade to Windows 7 that was provided complimentary by Samsung so they had all my information on file – my name, address, postal code, phone number, when it was purchased, where it was purchased, the model number, my email address, etc. Samsung has all this info on file yet their rep didn’t bother to verify it. At the time of reporting, I only had the receipt issued by the Future Shop which listed the item number in place of the serial number and that caused all the confusion. But it’s not like I had the laptop so I could flip it upside down to provide verified serial number. The rep could have at least gone through hassle of looking up my info to see that all other details provided were bang on, except from the serial number I had no means to get right. Useless Samsung rep and they do it just when you’re stressed the hell out of this world.

This was still nothing compared to the response from Future Shop. These guys simply did nothing. No response, not even as much as a middle finger. Just complete and thorough ignore on my desperate situation. Even if they just did as much as Microsoft – apologize that they are not in the position to help but would advice me to go to the police and file a report with them. This is polite and shows professionalism. Future Shop and professionalism are obviously two terms that don’t belong together. Future Shop only cares about getting your money when selling you the product but once they got the money, their care for you ends. Complete and utter disappointment there. Ignoring my report entirely is the lowest blow of all.

I followed up with Samsung by responding to the email which told me that they won’t do anything because I didn’t provide correct serial number only to find it back in my email inbox two weeks later. It bounced so no one did anything about it. I ended up calling them when I got back to Canada and my case was escalated to higher management who then contacted me via email to apologize for mishandling the situation and assured me that my serial number is flagged in their system and will notify me as well as the international police should they hear about my unit in some way.

What could I have done better when reporting stolen laptop? I was in the foreign country where I got robbed. I needed to file reports as soon as possible because the time was against me. I did my best given that I didn’t have the actual unit on me to verify correct serial number. None of the reports did me any good. Microsoft was the only company that responded in timely manner and did it very professionally. I’m still in further talks with Microsoft to see if there is anything that can be done. Samsung was a disappointment given the urgency and distress accompanying the report. Above all, Future Shop proved to be the worst electronics vendor in the world. Horrible, absolutely horrible mishandling of situation on their part.

Politur Dominicana aka Dominican Republic Tourist Police

As soon as I found out that my laptop was stolen, I wanted to report the crime with the Dominican Republic Tourist Police known domestically as Politur Dominicana. Because looking up Politur in Santo Domingo proved excessively difficult, I eventually reported the theft to the Policia Nacional which is the national police of the Dominican Republic used primarily for investigation of crime not involving tourists. Unfortunately Policia Nacional officers don’t speak any foreign languages so communication is difficult and while they are pretty much useless and will make you feel that they are filing a report, but nothing will get done on your case, they are actually much better than Politur. If Policia Nacional seems completely useless and uninterested in investigating any crimes, Politur is even bigger a joke. Politur is there to show intentions of the Dominican government to ensure safety for all travellers, but when it comes to it, Politur will do even less than Policia Nacional would.

I reported my laptop theft to the Policia Nacional because I was unable to find the office of Politur Dominicana and everyone I’d asked for help was useless and unable to offer any assistance in the regard. But after I was done, I still wanted to bring it up with Politur thinking that they might be more interested in investigating the crime because I was a tourist and that’s what they are – a Tourist police. Politur officers are also supposed to speak at least one foreign language each so I thought I might be able to explain the theft in more detail, detail Policia Nacional never cared about hearing, such as the description of the suspect or where I picked her up and dropped her off.

When I got my first chance to go on the internet at the internet cafe, I looked up the Politur website and contacted them via their contact form with al relevant details, including my case’s file number so they can look me up with the National Police. They have never even bothered to respond back. Not even as much as just acknowledging that they have received my email and will be processing it. Not even as much as telling me that I can go eff myself cause they are too busy cruising their motorcycles. Simply nothing – they have likely just deleted my email to never be bothered with again.

Uselessness of Politur Dominicana was later confirmed by a person from the Canadian embassy in the Dominican Republic. Upon my return back to Canada, I found out that serial number I have provided Policia Nacional with was not actual serial number of my stolen laptop, but its item number, which is a whole different thing. This is the number that appeared on the invoice from Future Shop where I had purchased the laptop and it was the only number I had. I thought it was the serial number, but for some reason Future Shop doesn’t put serial numbers of their receipts, but rather irrelevant item numbers. I still had the box my laptop came in so after I’d returned home, I checked out the box to verify the serial number, only to find out that number on the receipt is not it.

I really didn’t think Dominican police will do anything about my case, but I still wanted to make sure they had correct serial number on file. Sometimes when larger operations are pulled – such as busts of drug houses – various articles are seized which oftentimes include stolen items. If during such unrelated bust my laptop was recovered, they would not have it registered as stolen because my file shows different serial number on it, not one matching the unit. Hence even though seemingly pointless, I still wanted to make sure Policia Nacional had my correct serial number on file.

But how would I go about having it changed? Politur is useless. They don’t act on any emails sent to them so that would be the waste of time. Policia Nacional are too busy sleeping to be bothered. So the only way to get it updated seemed by getting Canadian ambassador call them and get them to do it. Embassy people are paid from taxes of us, regular Canadians. It is their duty and their purpose to assist all Canadians who need assistance in that given country. So when I emailed Canadian Embassy in the Dominican Republic, I was happy to have received a response the following day letting me know that the captain with whom I filed my report was contacted and updated my file with correct serial number. It’s always a smart thing to do to contact the embassy of your country in the foreign land if you get in trouble there. That’s precisely why they are there, paid by dollars of tax payers.

In my case, Mr. Yanik Beauregard who’s Senior Consular Officer in the Office of the Embassy of Canada in Punta Cana showed me that he’s worth his money and took immediate and appropriate action to assist the citizen he represents and contacted me back in timely manner to inform me that my request has been completed and that the file has been updated as per my instructions. His response included the following:

I have contacted the Department of Crimes and Investigations of Policia Nacional and spoke personally with Capitan Dipre, who wrote your report. He informed me that they are still investigating your case and will inform us as soon as they have new developments. I also provided him with the proper serial number of the laptop (ZBBX93ES700101), as requested below.

For your information, the Embassy of Canada does not perform investigations in foreign countries. This has to be done by the local authorities. We do liaise with them and collaborate and exchange information in order to help Canadian Citizens. You have done the right thing by reporting the theft to the local police (Policia Nacional).

Great job, Canadian Embassy in the Dominican Republic and thank you for swift and useful actions. But let me get back to useless Politur – don’t assume for one second that just because Politur are meant to be there for you the tourist, that they will actually be there for you. Politur is useless.

Laptop Theft Prevention

Laptop theft prevention is something many laptop owners don’t give enough attention to. I know I never did myself and I come from a computer background. Taking care of your laptop and sensitive data it contains by preventing its theft should be the utmost priority of every laptop owner yet it is so often overlooked. Laptop is unlike anything else you own. I can guarantee you that if you had a thousand dollar laptop stolen along with a ten thousand dollar Swiss watch, it would be that laptop that will cause more grief and headache and will be missed more. It’s because laptop is not just a fancy piece of latest technology. Laptop is also a storage device for some of your most valuable and treasured memories, information, work and more. Laptop theft prevention should truly be the priority and focus of every laptop owner and should be taken care of before you leave safety of your home with your precious laptop in the bag.

When I realized my laptop was stolen, I had pictures of all that went with it flash before my eyes. Stolen laptop means more loss than just the top of the line, supercharged machine I paid $1.600 for. I had countless documents I was working on on that computer – they are all gone. I had all the pictures from my 4 months trip in South East Asia on it – they are also all gone. I had videos there, all sent and received emails, contact information on friends I have made throughout my travels so far, updates for website I was working on – so much of essential work and personal stuff – all gone with just one act of a thief. It gave me chills when I realized that I will no longer be able to update this journal because all of the pictures I had from the trip were on that laptop. Some of the experiences I had documented with pictures could be relived, but some could not. There were some precious once in a lifetime encounters with other people from different walks of life I may never have another chance to meet and even if I do, their life’s path will have changed. All of this was gone with laptop.

While I was still in the Dominican Republic, I went to the internet cafe in San Pedro de Macoris to take immediate care of essentials after laptop theft. I have neglected laptop theft prevention so I had to deal with the aftereffects. I had to change countless passwords and edit access information to my server, website databases, email address accounts and personally sensitive areas of websites I’m a member of. The efforts of securing my own life and preventing identity thefts have been ongoing since and already took weeks of my time. Laptop theft is so serious.

After I have taken care of personal information security, I proceeded with additional essential steps. I have immediately notified Microsoft with serial number of Windows Vista operating system that was installed on my stolen laptop in hope that they are able to trace when this serial number connects to the internet and makes requests from Microsoft servers for upgrades or other services. I have also notified Samsung with the serial number of the laptop requesting them to have this serial number flagged as stolen so they can immediately notify international police should there be a trace of it or a request for support from whoever becomes its next owner. Finally, I have also notified Future Shop of this laptop theft. I purchased this machine at Future Shop in Edmonton along with $300 worth of 3 year service plan.

Had I taken better care of laptop theft prevention I could have saved myself from all this headache. I didn’t get a chance to get on line until 2 days after laptop had been stolen so I hoped whoever ended up having the laptop is not too experienced a hacker so they won’t find a quick way past the boot password I had on the machine. I was so glad I had that boot password in place – it was a bit of a hassle to have to put up with it while I was using the laptop but now that laptop was gone it proved invaluable. It does little as laptop theft prevention, but it either completely disables, or at least significantly slows access to the computer itself.

I knew that the thief will have to take the laptop to an expert in order to gain access to it and even if he’s really good at computers, he’ll be having hard time hacking into this one. Boot password on a laptop will require actual hardware reset – is possible at all. Hacker would need to open the unit to get into its guts and manually find a way to bust BIOS or replace BIOS chip entirely. That’s a lot of headache if… again – possible at all.

Laptop theft is a horrible experience. I have never considered it an option which was a mistake on my part. Most of all, I would never have thought that someone I am helping would steal my laptop. It’s a horrible experience but it opened up my eyes to the fact that there are many bad people out there and one can never be too careful. It also proved that laptops are very easy to steal. Their flat profile allows for fast and easy slip into any bag and because of flat surface it will not stick out when inside the bag. I had a digital SLR camera on the rear seat along with the laptop which was much more expensive and had yet more expensive lens mounted on it. Yet the thief did not dare to steal that one because the shape doesn’t allow for quick and easy slide into a bag and even if it made it to thief’s bag, the 3-dimensional proportions of a camera could give it out. That’s clearly why the thief opted for laptop theft. Unfortunately, even though laptop is less expensive than a DSLR camera, its overall value goes way beyond that of a camera, simply because of valuable, irreplaceable and personally identifiable data on it. Again, unlike with other electronic devices, laptop theft prevention is more important you could comprehend.

Every laptop owner should take laptop theft prevention very seriously. Learn from my mistake and don’t become the next victim of laptop theft. You are never suspicious enough when it comes to laptops and if your laptop is not in your reach or in your sight, know that it can be easily stolen. Dishonest people are always on a lookout for easy targets to steal and as you can see from my case – people won’t hesitate to steal from you even as you are helping them. Don’t be too trusting and never assume people are friendly with you because they like you. It is not until you pay for not being suspicious enough by seeing your valuable property stolen when you realize that bad people are everywhere, including at places where you least expect it. Laptop theft is a devastating experience and goes way beyond lost monetary value. Prevention is your best option. More than 97% of all stolen laptops are never recovered so prevention is virtually all you have. Laptop is more valuable than you care to realize. Don’t be the next victim of laptop theft. Take any and all necessary measures to prevent it. Take laptop theft p[prevention as the only way to avoid going through the same hell I am going through.

Foreigners Reporting Crime to the National Police

As soon as I have realized that I just had my laptop stolen by a hitch-hiker, I drove back to the area where I dropped her off and desperately cruised around to see if I can spot her somewhere. It was clear that she is in no way related to this area. This wasn’t her destination, this was simply where we were at the time she made successful pull and moved my laptop from the rear seat into her bag. Once the laptop was in her bag, she obviously needed to get off the car immediately to make sure she’s gone before I can notice anything. I tried to see if I can spot her but it didn’t work. After such successful pull, she had likely got into first available cab and had herself driven away – anywhere but here. Trying to find her now was futile. Next stop – reporting this crime to the Dominican Republic police.

They have two types of police in the Dominican Republic – one is National Police (Policia Nacional) which deals with all internal affairs involving local Dominicans and then there is Politur which is the police especially dedicated to serving the tourists. Politur officers speak at least one foreign language to make it easier for foreigners to report crime, because Policia Nacional officers only speak Spanish so as a foreigner, unless you can speak it too, you won’t get very far. Politur was the response of the Dominican government to attract more tourists and give an impression that Dominican Republic has it taken care of so foreigners can feel safe. Unfortunately, existence of Politur changes nothing on the fact that so many Dominicans are criminals who don’t hesitate to steal from you even if you are helping them.

Photo: Politur Motorbike Used by Police Who Serve Foreigners on Vacation in the Dominican Republic

I was in Santo Domingo – capital city of the Dominican Republic. I drove up and down the main highway that goes across the city to see if I can either spot a Politur officer or their office but no luck. I tried to ask several people but everyone was completely useless. After more than an hour spent trying to report the crime to the Politur I eventually gave in and headed for the Policia Nacional head office which had a sign pointing towards it from the main highway.

It was already almost midnight. I parked my rental car just outside of the National Police headquarters where an armed officer guarded the gate. I pointed in to let him know that I need to see the officer inside to report the crime. There were three officers in main hall but none of them spoke English. One of them asked me if I had “passporte” which I could make out despite my lack of Spanish skills so I headed back to the car to get it, since I didn’t have it on me.

As I was coming back with my passport, I was taken by one of the officers to another office in a small building standing separately from main palace. Two men were inside and as they found out I couldn’t speak any Spanish, they called upon their colleague from the room next door. I thought that since I was taken to this building and since they called an officer from another room that it was because he could speak English, but I was wrong.

As a foreigner, reporting crime to the National Police in the Dominican Republic is as difficult as rumors have it. There is little help from their part and you are constantly subjected to jokes on your behalf. They say things they know you can’t understand and have a good laugh clearly showing that they are laughing at you and you can’t do nothing about it. But at least I was reporting it.

I wrote on a piece of paper information that was in what I believed a universally understandable language. I used sign language to make it clear that it’s a laptop I’m talking about and that it was stolen by a hitch-hiker. I wrote serial number on the sheet, wrote where I picked said hitch-hiker up and where I dropped her off. I have included the name and model of stolen laptop, showed them what color it was by pointing at the object that was plain white and as I was trying to describe what a woman who stole it looked like, the police report was ready and was being printed out.

Obviously, National Police of the Dominican Republic knew they were gonna do absolutely nothing about this crime. I was there, so they filed a report, but they showed me clearly that once filed, it will be put on a shelf and never looked at or dealt with. They never wanted to know what the thief looked like or where I picked her up or dropped her off (this information, although provided was not added on the report – too much to type, you know).

Photo: Copy of Police Report Filed with Policia Nacional Bears Incorrect Serial Number Because I Didn't Have the Correct One

All in all, even though National Police accepted me as a foreigner to report a crime with them, they did not show any intention to do anything about it and made me feel that I can forget about ever getting my laptop back. They would simply not do anything about it. Dominican Republic is the country full of thieves from the bottom of the barrel. Thieves who have no troubles stealing from people who help them out. And the police will do nothing about it, not even an attempt to make it look like they would try. What a country…

The serial number that appears on the report is incorrect. I had the original receipt from Future Shop where I bought the laptop in August of 2009 with me as I carry those in case there is a warranty claim and that’s the number that accompanied the brand and model names on the receipt. As I found out upon my return back home, this is not the serial number, but at the time it was the only number I had, since actual unit was stolen so I wasn’t able to just flip it up and look up the serial number that’s on it. What kind of random numbers Future Shop adds on their receipts is a mystery to me.

I was hoping there would be some rapid response from the police as I had reported the crime shortly after it was committed but this was the Dominican Republic I was in. Not only was there no interest from the police to attempt to do anything about tracing down the thief, they acted like nothing will ever get done about it now or in the future. I was defeated. Completely drained of all hope that there is some good in the Dominican Republic, I was faced with 7 more torturous days to spend in that country as my flight back to Canada where I could report the crime to actual police was not schedule until Thursday next week. I had the worst week of my life ahead of me and I had to spend it in a country that put me into this torturous position. And this was supposed to be a vacation for me where I was meant to recharge and unwind.