Compaq Technical Support Problems - Update

[David Horn]

The epic tale of a Compaq Warranty Return:

Right. Since my iPAQ was nearing the end of its warranty I decided to send it in to have a dust problem solved and the speaker repaired. Reasonable, you might think.

Anyway, it had been gone about a week when I got an email telling me that I was going to be charged £235 pounds ($329 dollars) for my 3630 to be repaired. They claim that it is not dust under the screen, but dirt. DIRT??? What the hell is the difference?

They say that it shows the unit has been opened, which it hasn't, and they await my authorisation to bill me for the repair.

Naturally, I sort of got a bit concerned about this and rang up Compaq Tech Support. They say the same thing and reccomend I ring Customer Services. Then they give me the wrong number.

I ring back, explain the whole problem to a completely different person, get the same answer and the same number. After threatening to nuke Warickshire (which, coincidentely, is where tech support is based, though you wouldn't believe it with their Irish accents.) they give me the right number and cut me off.

Now on to an even less helpful customer services agent. They agreed with me but didn't do anything ... suprise suprise. After ringing Tech Support back a third time I recieved the promise of an email being sent to someone, and a reply within a week.

I have just about had it with Compaq. I bought the blasted iPAQ on good reccomendations of their tech support. Maybe in the US. Not in England.

I am given conflicting information on whether or not the repair has started. If it has been done and they expect me to pay for it, they have another thing coming. I want them to send it back, which I'm also not going to pay for.

When I get it back I intend to sell it and buy a Toshiba or Casio. Not HP, since they intend to merge with Compaq. I will also stop suggesting to my friends that they get iPAQs.

Does anyone know my legal position in this?

[Dan East]

[Dion]

[David Horn]

[randall]

[Fish]

Interesting. If your company spends thousands of dollars for a server, you get top notch tech support from Compaq. At least here in the US..

Maybe they put their tech support talent where the money making products are. An associate at work called tech support trying to get help upgrading his older Ipaq to PC2002 and commented on the boneheads he had to deal with.

There is nothing more inexcusable than shabby tech support.

[R0B]

[David Horn]

Well, Compaq promised to send me an email today telling me what was happening and it never turned up.

So I rang them, worked my way down the whole of Rob's list (thanks Rob) and hung on the phone for nearly half and hour.

It turns out that Compaq Tech Support have not recieved a reply from the repair centre in Holland. Losing my rag, I asked to be put through to a supervisor. Didn't happen. "Sorry Sir, not possible."

Eventually I got the top level Customer Support out of them. They have instigated and investigation and will email me on Monday with an itemised list or the bill. Not much good, but it's better than nothing.

Unfortunately, it seems that if Compaq insist I pay this and I don't, I don't get my iPAQ back, even though they made the repairs without my authorisation.

So, right now I'm looking at taking Compaq to the Small Claims Court if I don't get my iPAQ back, because I don't intend to pay for a repair that should be covered under warranty.

Added to this, the current warranty expires on Sunday, so I don't know what is going to happen then.

And my final view on this: Unchanged. When (or should it be IF) I get my iPAQ back I'm going to sell it and buy some other brand.

I am also rever going to send ANYTHING back under warranty again. The saying, "If it ain't completely broke (ie exploded or something) don't bother sending it back. You're just letting yourself in for a whole load of hassle.

I'm not going to be reccomending Compaq to anyone for a very long time!

[Dion]

Threaten to take them to small claims court and see if they cough up iether your iPaq without the bill or the money to pay for it without the bill. The bill is most certainly not your problem. You wanted it fixed under warranty. They went ahead and fixed it, then told you it will cost you. It's bullshit.

[Dan East]

If your device was under warantee when they received it then you should be okay. If you think about it, anything they discover wrong with the device after that time was either wrong with it when it was still under warantee, or something they broke since they received it. Either way it is their responsibility.

I would think most civilized countries would protect consumers from the type of repair issue you encountered. If you did not receive an estimate and then authorize the repairs, they should not be able to hold your device when the repairs would cost roughly the same amount as purchasing a new device. Especially when the warantee issue is in dispute in the first place.

Dan East

[David Horn]

Thanks Dan,

The only thing I can do at present is wait until Monday when I'll provide everyone with an update.

I just have the feeling I'm being well and truly screwed. Compaq must think I'm stupid.

I hope they'll send it back. Hopefully, if they don't, they may cough up on the treat of the Small Claims Court.

Again, thanks everyone for your support; I'll let you know on Monday what's happening.

[R0B]

That's what I forgot. You have to treaten this sometimes. Opps.

[erth]

I was previously employed by a tech support outsourcer who was contracted by a LARGE printer company :) What's kind of funny about this story (no offense) is that when someone asked for the presidents office # we would give it to them no questions asked. The REALLY funnything is that when they call that number they speak to some really nice people who direct the call right back to us! :) We gave them a little better treatment, but we still had to follow company policy.. "I WANT TO SPEAK WITH CARLY FIORINA!!!" "Sir, I am going to give you the number to her office" "YEAH! THAT'S RIGHT! NOW MAYBE I CAN GET SOMETHING DONE!!!" *laughs in background* "Yes, sir. Have a nice day!"

http://www.bbspot.com/archives_index.html

[NYIllustrator]

wow, thats srtange Ive never had a problem with Compaq. In fact both times I found their service excellent. The first time I opened my ipaq and the speaker broke. They repaired it under warranty even though I had opened it. They even sent a box for it and all I had to do was put it in the box and call a number to get the box picked up. Amazingly three days later it was back to me as good as new! Talk about great turn around time! The second time my stytlus lock broke and I wasnt under warranty. Again they sent a box, fixed it and had it back to me in three days! The best part is they did not charge me even though my warranty was up! Maybe Im just lucky but my experience with them has been top notch.

[Tytanic11]

hi,
I am in the US. I have had many problems with my iPAQ, including ASync 3.5 not connecting, backup not restoring, iPAQ file store and more. In all of these cases, I have sent and e-mail to Compaq, and the next day there was a PDF file in my inbox, with the insturctions I needed. I have neverhad to call Compaq.