PreviousThursday 17 March 2005, 10:30 AM
Good laptop until you need support
After 18 months of excellent performance my laptop developed a fault with the trackpad and keyboard. I had paid for a comprehensive extended warranty and arranged for it to be collected. Despite offering a 5 day policy it took 2 weeks for my laptop to be collected and after another week they are still refusing to repair it and are quoting an additional 10 - 12 days when they finally start. The service department failed to note that I had an extended warranty and are refusing to repair the laptop until I pay for it. I have phoned customer services 4 times and emailed them 6 times and there is no dispute about my warranty. It seems to be simply a case of no communication between departments and a company culture that the customer is the bottom of the food chain.
Still uncertain if I will ever see my laptop again, and am thinking of just buying a Dell to preserve my sanity!
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