Community Newsletter: Q&A forum: Computer manufacturers are fairly equal, but what about their customer service?

GET A MAC, BUY A 3-WARRANTY AND GET RID OF ANY TROUBLE!

since the mac-supporter do speak the same language (german in that case) and the calls are free they do not stop until the issue is cleared, go for any other computer (specially those windoze) and you're done with help.
not everybody has nerds in the neighborhood and even if, they can make you spend a whole lotta money, bucks i'd rather spend in trouble-free warranty or better, into new equipment.
i run mac for years now and beside some small software-issues i never faced heavier problems, they do what they're supposed to do:
RUN!*
*(working on heavy duty as logic and photoshop and many more...)

I purchased an extended warranty without coverage for accidents from Hewlett Packard. The laptop developed a video problem and was also overheating. I found out later that these may have been the symptoms of a product defect that also resulted in the failure of the laptop's left hinge. The hinge would disintegrate over time because the computer's fan was positioned incorrectly by Hewlett Packard. Hewlett Packard was aware of the defect and had issued a product recall. I was never advised nor was I aware of this product recall. The computer was packed up in materials Hewlett Packard provided and was mailed in accordance with HP directions. The warranty claim was denied. A Hewlett Packard customer service representative stated that the laptop arrived damaged and that the left hinge was broken. Therefore, the choice was to either pay the repair fee or they would send the damaged laptop back to me. The customer service representative was also extremely rude and accused me of breaking the item. I opted to pay the fee and get the laptop fixed. Later, I filed a small claims lawsuit against Hewlett Packard in my state. A Hewlett Packard attorney contacted me and agreed to settle the case for all of my out-of-pocket expenses. I have decided that after this experience, I will never buy another Hewlett Packard product again. The lesson to be learned is that one should always photograph any item that is mailed out for warranty service. The photographs should include closeups of the item with every single angle covered, along with proof of the date that the photos were taken. A newspaper in the background should suffice. The customer service representative informed me that they take pictures of the items upon their arrival to the repair destination. Consumers should protect themselves as well.

As a technician of 33 years I've seen my share of computer problems. Although a lot of the problems can be corrected, some can not. I would say that 80% is usually a software issue and 20% hardware. I also want to point out that within that 80% software there is operator problems. As software changed over the years people would put older software on newer windows and most of the time it is compatiablity issues and tech support sometimes can't handle that because when a new windows OS is released Microsoft gives a list of software that is not compatible but users insist on using that causes many headaches.

Over the years I've seen good and bad service from many companies and still to this day I deal with them (I'm retired but keep up with changes). Here is list of companies with their tech support.

1. Dell
2. HP/Compaq
3. Sony
4. Toshiba
5. Acer
6. Gateway
7. Emachine

There is a big difference just in the hardware of Gateway and Emachine from the others. The setup and metals are cheaper and would never recommend these two companies. So that is my story and I'm sticking too it.

I've had Microsoft hang up on me after they said "Contact Your Computer Manufacturer".

I've paid Dell $200 for Virus removal to some tech in India and they just tell you to insert the Windows disk to reinstall. It is hardly what you are paying them for when you can do it yourself. You give control to some tech in India who also click on folders of mine to snoop.

I had a horrible problem when I bought a Powerspec from Microcenter. They were giving out free internet and it installed stuff on my computer that messed it up. I spent about two years in my free time trying to repair it. The system registry kept destroying itself and I called Microsoft and they gave me some lines of code to help repack the system registry but it only did so much. I took it to a Computer repair place and all they did was snoop in my computer because I found my deleted files undeleted and I still had the problem so all they did was take my money. It turns out that I had to take the battery out and reset the CMOS settings.

I also had a problem with buying more RAM at Microcenter. The ram board kept popping out and then I contacted 5startsupport and a tech said I had to press it down whereby I heard metal scraping on metal and I didn't do this before because I thought I would break the board with the pressure but that is what I had to do.

The problem is that Microsoft designed Windows so anybody could use it but but then they let any manufacturer control the System Registry instead of the user who owns the computer. I have to look into Linux because there are less problems like this because it isn't a "Free for all".

Computers are supposed to be friendly and Microsoft could eliminate a lot of online enemies by getting rid of the system registry but the dangers of online viruses and spyware plague Windows probably more than any other computer based on how Microsoft wishes to do business.

I purchased a Dell Laptop for my daughter from their outlet site last summer. The price was great & the warranty is same as new. We did have a problem with the laptop's ability to correctly charge the battery. This was apparently missed when the laptop was checked prior to shipment. It took only 2 calls to have a support engineer at our home with a completely new motherboard & power supply. The machine has been flawless ever since. She uses it every day as a full time university student.

I also remember the 'luggable' and the IBM PC. We certainly get a lot more for the buck now-a-days. I think, that if you buy a reputable computer that is not at the cheapo end of the scale, you will do just fine provided that you accumulate enough knowledge to manage it. Selling is going to be difficult as no one wants to take a chance on buying someone else's problems. Personally, I choose to rebuild (scrub HD, reload OS, drivers, apps and data) my computers from time to time and that's almost like getting a new one -- as long as the hardware holds up. The hardware does seem to hold up well too. Replacing a drive now and then does not take a lot of technical proficiency.

I've owned a number of name brand PCs, as well as built my own. I've had to deal with Dell, Gateway and Compaq support with ESL tech reps who were reading from a script. Know who I NEVER had that sort of encounter with? Apple.

I owned a Mac G3 beige desktop whose motherboard died 1 day after the warranty expired. I had been talking with them by phone and email for some time with crashing issues, but the system finally died 1 day after the one-year warranty expired. They REPLACED the system after quoting me a $1,200 price for replacing the motherboard on a 2-year old system. The only thing I lost was time -- dropping off the computer at a local CompUSA store (before they left town).

In spite of this incredible customer service, I bought a Dell laptop and migrated everything to PC because I was tired of buying software upgrades for both platforms (I'm a graphic designer and work in Photoshop and other Adobe software daily). I abandoned the Mac just because money was tight and I was doing more PC work at the time.

The battery on my Dell Inspiron 1000 wouldn't hold a charge about 8 months into ownership. I actually had a pleasant experience dealing with a native English-speaking phone rep who ran me through a couple of battery tests, and when the battery failed the tests, they shipped me a new one. I just had to ship the dead one back. And they paid shipping both ways.

Fast forward to 2010. I made the jump back into the Mac world (and now run Parallels for any PC software) and bought first and iMac, then a Macbook Pro. When the notebook was about 6 months old, my power brick started getting very hot and actually burnt through the insulation on the wires. I called Apple, got a native English speaking rep, and she arranged for an appointment at a local Apple store. I walked in, had a short wait while the tech rep was finishing with another customer, then he took a look at my power brick and quickly replaced it. No question asked.

My MBP cost nearly $2,500 with all the upgrades, but it was money well-spent. It just works, and when it doesn't, help is available immediately by phone or at the Apple store.

I really think computer tech support is like taking your car to a mechanic. Understand the lingo, what makes it all tick, and you can communicate on their level. And tech reps like that.

I tend to agree with the person from Invasion Studios. Things go much better, quicker and cheaper if the customer has a good understanding of their system. It makes it easier for diagnostics to be carried out if the customer gives a lucid description of the problem.
However, I can never understand why Apple users are so defensive of Apple that they have to thrust it at all and sundry as god given when it is only another rather expensive piece of electronics. There's a number of OS's out there better than Apples or Microsoft's but without the dollars or distribution to have a real impact..

Dear Carroll,
I've used PCs since 1994 both at work and at home, and Macs since 1997, usually alongside a PC to this day (2012). And in my experience, Apple provides the best, most knowledgeable and courteous customer service I've ever had from any computer manufacturer-as well as making high-quality products.
I've run a MacPro desktop unit at work since 2006 and a series of Macs (iMac, MacMini, Mac pre-Intel) before that, and they all performed beyond expectation. I cannot recall one instance of hardware malfunction with any of them. The only reason they were switched out was because my IT department was experimenting with Macs at the time and my graphics operation requires them.

I bought Mac laptops for my three kids for college, and two of the laptops still perform well after five years (third one got immersed in Sprite, and there is no computer I know of that'll withstand that LOL .
Speaking of customer service: In 2008 my eldest daughter's laptop got stepped on (yep, by the sibling with the Sprite) within the 1 year warranty period and the tech at her local Apple Genius Bar took a look at the unit, heard her story, and switched out the broken hardware component. For FREE. Upshot? Laptop still performing like a champ in 2012.

I've run a MacMini at home since 2008 and it's still going strong. Using the mini as a base, I assembled a decent home computer system (including ViewSonic 21" monitor, HP printer, & Mac Airport Extreme router) for right around $1000.

Yes you will pay more for a Mac. But they've made a believer out of me by product quality, ease of use, performance, customer service, and shear elegance.

In fairness to PCs, we had a Dell 2100 (refurbished) from CY2000 til CY2008 and it too worked very well until the point where the 40GB harddrive could not keep up with the demands we placed on it, even with an external HD. It was only then that I replaced it with the Mini.

Hope this may have helped.
- Bill W.

I bought my laptop in May of 2009 and I discovered that HP said because the computer
sat on a shelf for an extra 60 days more than they thought was reasonable, the re-dated
the computer to a creation date in March so that they wouldn't have to cover me for an
entire year and having the complaint escalated to a supervisors ear, I followed her
directions and showed that I did indeed buy the computer in May of that year. The
pettiness was astounding fpr a company of this size and importance. The computer
only had one problem while I had possession of it. and that was the cd unit needed to be
replaced and other than that I had no problems. I have worked for major computer manu-
facturers in the past I have seen the penny pinching and the general tight waddiness but
HP showed me a new type of dishonesty.

Thanks for the forum

Regards
Michael E. Doolin

I purchased an HP Pavilion Elite HPE-410f PC AMD 6-core from a box store. This in not a basement model computer, nor was the price. I was "replacing" an 8-year old Sony Vaio XP that has been flawless, but slow by today's standards. The HP has been total frustration and disappointment for 10 mos. This is being composed on the Sony.

Chronology:
Call 1: Out of the box, the HDMI computer (out) to DMI monitor (in) was not reading.Tech support blamed it on the cable. Ended up using VGA port. Not exactly why I wanted HDMI ports.HP Tech Support from India.

Call 2, Erratic, intermittent,unexplained shutdowns/boots. Computer dead on the call, but booted during the call. No action taken. Tech Support says can't do anything if it is working even though it was explained the problem is sporadic. HP Tech Support from India.

Call 3: Computer still erratic.Told to remove cover and start removing/replacing parts. This is not exactly what I would be asking of the average computer user. But, having done so,, tech support acknowledged the computer hardware was faulty. I was told that I would be notified within 3 days for instructions to return for warranty repair. HP Tech Support from India.

Call 4: At this point I had packed the computer in the original box and wanted shipping instructions because a week had passed. Tech knew nothing about call 3 and wanted me to repeat actions of call 3. We had a considerable discussion as to why a computer company such as HP can not determine call history from the previous week to their tech support. Having told him it was packed for shipment, he wanted me to unpack it while he was on the phone, connect it and trouble shoot it, though I advised him that I was on a cell phone. Tech support could speak fluent English, but apparently could not apprehend same. May have been talking to US HP Tech Support.

Analysis: The HP was taken back to Staples where a tech charged $70 to trouble shoot the problem. I had not purchased extended warranty. The HP abruptly shut itself down while he was writing the service ticket. It was left for further diagnostics and it was determined to be a defective MB , $200 to replace. Staples did not offer to discuss the problem with HP even though it was under warranty, but rather wanted more money to make the repair.

Call 5: Staples analysis ignored by HP Tech Support, Tech wanted to repeat call 3&4 process. I hung up in absolute frustration. HP won.

Outcome: New $870 HP computer worthless, I am still using the 8-year old Sony Vaio computer. Owner fuming over expensive trip hazard and in wonderment how lucky people got the glut of HP junk back to be sold as refurbs. I would have to assume from my experience that these people purchased the extended warranty and had them replaced because they are lemons. It is astonishing that customers have to pay significant charges for extended warranties to get any satisfaction even under the original warranty period.

Is there anything good to say about HP? Made in America? Well, no, I bought American with the belief there might be a hint of dedication and quality. OK, HP has an attractive case and I can tell my friends I own a very powerful computer. That is until they want to see it perform! At that pint, all I can sheepishly say is that it looks nice. In retrospect, I could have spent thirty bucks if I want a computer case that looks nice, OFFERS NO FRUSTRATION and does all what the HP Pavilion Elite HPE-410f PC does-nothing but occupying space.

It is a shame that a person, having bought an American made product in these dire economic times, has to write such a dismal report about quality and service. I would have to disagree that "Computer manufacturers are fairly equal." It is unfair to paint with the same brush a company that attempts to build the best product for the price and then supports it with quality customer support with a company that builds an inferior product and then "supports" it with inferior customer support.

I am with you on not wasting money on extended warranties. In my case, I bought an HP from Staples and it was a bummer computer. When I couldn't get a resolution from HP, I too it back to Staples. The first thing they asked was did I purchase the extended warranty. When I told them I had not, the second thing they asked for was $70 to analyze the problem. The third thing they asked for was $200 to replace the HP MB. Not once did they say that the computer is still under factory warranty and they could possibly assist in making this right through HP. So, as far as Staples is concerned, if you don't buy the extended warranty, it ain't our problem.

So the lesson I took away from this is not only no more HP, but no more Staples. I have bought computers, printers, ink, and small business office supplies from Staples for at least ten years. I have unsubscribed from their emailings and have told the store manager face-to-face that they have lost my business. I am small potatoes, but at least I have satisfaction. And, I found the competitor's, well, very competitive. It is imperative to not only research the product, but to research the seller.

My experiences with HP will make the hair on your head stand up. Aside from the language problem with their service center in India, the technicians' lack of knowledge was appalling. There were convenient telephone disconnects when they stumbled over answers. There were false promises of calls back and rudeness. My letters to HP never received a response and my absolutely negative replies to their surveys were seemingly ignored. NEVER buy a product from HP.

I have heard so many stories about so many service horror stories - and they seem to run the field in terms of manufacturers.
My experiences with Dell were actually pretty good, if you can understand the person on the other end of the phone.
Toshiba also offered excellent service and repair in a timely manner, but this was about 5 years ago and I have heard rumblings that things may have changed.
I think that the most important thing might be where the product is purchased. One thing I will say is that when you buy technology at Walmart, and purchase the extended service (which is relatively affordable) the service is to you door and the inconvenience is at a minimum.