| Subject: Re: Poor quality and continuing support |
Author:
Garrett
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Date Posted: 12:19:56 08/23/99 Mon
In reply to:
Stacey
's message, "Re: Poor quality and continuing support" on 22:11:23 08/22/99 Sun
Stacey wrote:
> ...I can't fault the Transmonde support staff.
> Their customer service was excellent and they jumped
> through hoops...
When I did talk with Trasmonde help, they seemed competent and friendly.
However, there was one very disturbing lapse: I waited seven weeks and a day for an email reply! During this period, my 30-day return option expired.
Where I work, I also do tech support, and I know that even with the best of intentions, still sometimes a call can fall through the cracks. But wouldn't you find it disturbing if you waited that long, had your return option expire, and never got an apology?
Suppose furthermore you found out, that in spite of the existence of an outstanding RMA from Transmonde, that ASE Tech now might refuse to honor the repair obligation unless you can dig up your original invoice?
Below are some details of my attemps to get help...
-Garrett
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[May 5, I post to the web site:]
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Date: Wednesday, May 05, 1999 4:19 PM
Subject: Tech support: Garrett Derner
Your system
System Type: Vivanté SE.
CPU Speed: Celeron 300
Serial number: 33AXG00327
Problem: Battery does not charge. Power meter always shows 0%. After charging overnight, there is not enough battery power to start up, or to keep running unplugged. On the battery I press TEST; it shows 25 or nothing. Battery is S/N 001738, 14.4V 4050mAH Model 4UR18650-3 Sanyo Smart LiIon.
...[snip]...
Time of entry: 5/5/994:15:51 PM
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[Next day, someone replies:]
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From: Transmonde Internet Tech Support [ SMTP:help@transmonde.com ]
Sent: Thursday, May 06, 1999 3:11 AM
To: dernerg@mps.bellhowell.com
Subject: Re: Tech support: Garrett Derner
Garrett,
Have you tried running the learning procedure?
...[snip]...
If this doesn't help, please let us know.
If you have any further questions, please feel free to contact us by email (help @transmonde.com ...[snip]...) or by phone ...[snip]...
Best wishes,
Transmonde Tech Support
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[Following day, I reply back:]
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From: Derner, Garrett
Sent: Friday, May 07, 1999 9:45 AM
To: 'Transmonde Internet Tech Support'
Subject: RE: Tech support: Garrett Derner
Hello.
It looks like the learning procedure did not help.
I started it yesterday morning, about 24 hours ago.
It looks like it completed and shut down; this morning I started the notebook and the power meter still shows 0%, On Line, Charging, Critical.
I shut down and take out the battery to test it; on the 25 light flashes.
-Garrett
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[4 weeks later, I have not heard back!
I try again:]
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To: helpfromtheweb@transmonde.com
Sent: Friday, June 04, 1999 11:18 AM
Subject: Tech support: Garrett Derner
Contact information
Name: Garrett Derner
Phone: 847-329-7100 ext.8042
Email: Garrett.Derner@mmt.bellhowell.com
Fax: 847-982-6609
Your system
System Type: Vivanté SE
CPU Speed: Celeron 300
Serial number: 33AXG00327
Problem: Battery does not work at all! I told you a month ago, in an email reply, but you must have lost the message. It's copied below. Can you send a replacement battery? -Garrett
...[snip]...
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[Another 3 weeks go by!
Finally I get a reply and an RMA for the battery:]
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From: Transmonde Internet Tech Support [SMTP:help@transmonde.com]
Sent: Friday, June 25, 1999 5:16 PM
To: Garrett.Derner@mmt.bellhowell.com
Subject: Re: Tech support: Garrett Derner
RMA# 9062502KF (RMA number is valid for seven days)
We’re sorry to hear that you’re having problems with your Transmonde notebook and we’re going to make every effort to get you back up and running as quickly and painlessly as possible...[snip]...
. Remove battery from the computer.
. Wrap the battery in bubble wrap...[snip]...
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[The new battery doesn't work. Transmonde
gives me an RMA to return the computer,
but soon after, goes out of business:]
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From: Transmonde Internet Tech Support [SMTP:help@transmonde.com]
Sent: Tuesday, July 27, 1999 12:34 PM
To: garrett.derner@mmt.bellhowell.com
Subject: RMA Shipping instructions
RMA# 9072703KF (RMA number valid for only 7 days from date of issue)
Rapid Repair Shipping Instructions
We’re sorry to hear that you’re having problems...[snip]...
Place your notebook computer into the bag it came with...[snip]...
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I faxed the above to ASE, who faxed back a form which I was supposed to sign, which says that I agree to supply my original invoice as a condidion to recieve support. So far I have not signed it. I am not sure whether I kept the invoice. Of course I _do_ have the above records, as well as the credit card receipt showing my original payment to Transmonde. That should be enough! -GD
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