| Subject: Re: Poor quality and continuing support |
Author:
Jessica Boyd
|
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Date Posted: 15:56:37 08/23/99 Mon
In reply to:
Garrett
's message, "Re: Poor quality and continuing support" on 12:19:56 08/23/99 Mon
> 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
A call ? You said an e-mail didn't get a reply for seven
weeks. Not that it's even excuseable.. there was a time
I heard that they weren't checking the regular email support
account because they had hired a new tech and were training him. Bleh.
> that ASE Tech now might refuse to honor the repair
> obligation unless you can dig up your original invoice?
If this is true, what am I supposed to do? I sent my Vibrant LS in for repair and they didn't send BACK my invoice. I asked them twice to resend me one and they said they would but I still have none. I know I've probably reminded everyone of this in EVERY one of my posts but.. I'm worried about it. :(
>
> --------
> [May 5, I post to the web site:]
> --------
> 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
>
> --------
> [Next day, someone replies:]
> --------
> 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
>
> --------
> [Following day, I reply back:]
> --------
> 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
>
> --------
> [4 weeks later, I have not heard back!
> I try again:]
> --------
> 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]...
>
> --------
> [Another 3 weeks go by!
> Finally I get a reply and an RMA for the battery:]
> --------
> 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)
>
> Were sorry to hear that youre having problems with
> your Transmonde notebook and were 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]...
>
> --------
> [The new battery doesn't work. Transmonde
> gives me an RMA to return the computer,
> but soon after, goes out of business:]
> --------
> 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
>
> Were sorry to hear that youre having
> problems...[snip]...
>
> Place your notebook computer into the bag it came
> with...[snip]...
>
> --------
> 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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