Johnny_Blaze_47
05-25-2007, 02:19 PM
So I've been without a properly working laptop for about a month-and-a-half now. The first time I called to get a RMA box, it never got to my door even though the shipping company said they delivered it.
When I called my computer company to get a new one, they said that since it had been delivered, I'd have to wait until I got that box. A box that never arrived, but said it had. I became upset when she told me I'd have to essentially wait indefinitely to get the box. Anyway, I escalate and get a new RMA and box shipped out.
Now, what would happen with the laptop was it would randomly shut off and the screen would flicker. After researching it online, I found these were common, very easy repaired issues with this particular model (heatsink paste replaced and re-connecting the wires for the screen). Anyway, the final straw came (on a day in which I was covering a game), when the AC adapter would no longer connect to the laptop. It'd plug in, but not make contact, meaning I was running only on battery.
So anyway, I finally get the new box and ship it off to Houston for repair. There's always been quick turnaround time from the facility (turnaround from when I ship to when it's back in hands is usually four business days). Well, I get it back on a Friday (the 11th) and the AC adapter problem didn't get fixed. The laptop won't even turn on.
I call back and the front-line rep says he understands why I'm frustrated, but all he can do is ship me a new box and get it repaired again (which means I'd have to wait until Monday/Tuesday the following week and get it back on the following Monday/Tuesday). I escalate and eventually talk with a supervisor (Angie), who says she will simply send me a replacement laptop because of the problems I've been having. She says I have to ship the old one back and they will turn it around right away.
So I get the box and I ship it to Houston (it arrives on the 16th). I call Angie and leave her all the information like she asked me to so she can track its progress and call me back once it ships out. I hear nothing up until Wednesday when I finally call again.
Front-line rep says it'll be another 5-7 business days before I get it because they're making sure the new laptop I get meets or exceeds my old one's specs. I ask how hard it is to accomplish that since it was a top-of-the-line model THREE YEARS AGO. He says it is and once again, I escalate.
Now I get Bill who again, understands what I'm going through, but says he has no way to light a fire under the department whose job it is to replace my laptop.
I ask for that department's number and he gives it to me. I hang up and call Shane at Corporate. He looks up my info and tells me that while Angie set up the process, she never contacted Corporate to tell them what they needed to do.
As you can guess, I'm pretty damn frustrated at this point, but I haven't gone off on anybody and just expressed my frustration with this corporation and its customer service abilities.
Shane says he will process the order and expedite my replacement (it will take 3-5 business days), so I expect it about Tuesday or Wednesday of next week.
This morning, I get up, run some errands and come home about 12:30 p.m. to eat lunch. At about 1:45 p.m., I have to run to the bank, but I get back at about 2 p.m.
Guess what's at my door. A FedEx tag for a missed shipment!
I come in, look it up, and it's addressed to me from Houston.
Please let this be over with when I drive to the FedEx facility at 5 p.m. to pick up my package.
When I called my computer company to get a new one, they said that since it had been delivered, I'd have to wait until I got that box. A box that never arrived, but said it had. I became upset when she told me I'd have to essentially wait indefinitely to get the box. Anyway, I escalate and get a new RMA and box shipped out.
Now, what would happen with the laptop was it would randomly shut off and the screen would flicker. After researching it online, I found these were common, very easy repaired issues with this particular model (heatsink paste replaced and re-connecting the wires for the screen). Anyway, the final straw came (on a day in which I was covering a game), when the AC adapter would no longer connect to the laptop. It'd plug in, but not make contact, meaning I was running only on battery.
So anyway, I finally get the new box and ship it off to Houston for repair. There's always been quick turnaround time from the facility (turnaround from when I ship to when it's back in hands is usually four business days). Well, I get it back on a Friday (the 11th) and the AC adapter problem didn't get fixed. The laptop won't even turn on.
I call back and the front-line rep says he understands why I'm frustrated, but all he can do is ship me a new box and get it repaired again (which means I'd have to wait until Monday/Tuesday the following week and get it back on the following Monday/Tuesday). I escalate and eventually talk with a supervisor (Angie), who says she will simply send me a replacement laptop because of the problems I've been having. She says I have to ship the old one back and they will turn it around right away.
So I get the box and I ship it to Houston (it arrives on the 16th). I call Angie and leave her all the information like she asked me to so she can track its progress and call me back once it ships out. I hear nothing up until Wednesday when I finally call again.
Front-line rep says it'll be another 5-7 business days before I get it because they're making sure the new laptop I get meets or exceeds my old one's specs. I ask how hard it is to accomplish that since it was a top-of-the-line model THREE YEARS AGO. He says it is and once again, I escalate.
Now I get Bill who again, understands what I'm going through, but says he has no way to light a fire under the department whose job it is to replace my laptop.
I ask for that department's number and he gives it to me. I hang up and call Shane at Corporate. He looks up my info and tells me that while Angie set up the process, she never contacted Corporate to tell them what they needed to do.
As you can guess, I'm pretty damn frustrated at this point, but I haven't gone off on anybody and just expressed my frustration with this corporation and its customer service abilities.
Shane says he will process the order and expedite my replacement (it will take 3-5 business days), so I expect it about Tuesday or Wednesday of next week.
This morning, I get up, run some errands and come home about 12:30 p.m. to eat lunch. At about 1:45 p.m., I have to run to the bank, but I get back at about 2 p.m.
Guess what's at my door. A FedEx tag for a missed shipment!
I come in, look it up, and it's addressed to me from Houston.
Please let this be over with when I drive to the FedEx facility at 5 p.m. to pick up my package.