Fujitsu Service is Awful - Beware and dont buy

I bought a Fujitsu S6231 in USA and paid extra money for 3 yr worldwide service. I am in UK now and after only 18 months the laptop fan is grating loud noises and DVD drive doesn't work. So I sent it back in for repair.

I had called Fujistu USA and the told me send it to Fujitsu UK no problem

Well one month later they haven't fixed it, haven't said when I will get it back. Every time I call I am onl hold ofr 10+ miuntes then get no answer.

I complained to them and to Fujitsu USA about not honouring my warranty and they dont care. They told me I can have my laptop back if I want - how is thsi fulfiulling my warranty obligation.

Do not buy anything from these guys, they are a ripoff. Beware.

This is not a $100 Mp3 player - it is business tool worth almost $2,000. SUch lack of service is shameful.

Things always go wrong with laptops so if your seller is not willing to honour the warranty in good faith and in a timely manner - as Fujitsu is not - dont waste your money with them.

 

it is to bad to hear that this happened because Fujitsu customer service has been extremely helpful for me and many other users as well.

Saying do not buy and beware is pretty harsh, it sucks yes but this isn't a common thing to my knowledge.

Maybe Fujitsu UK needs a ***** slap.. haha

 

Have to agree with circa86.....my lappy has been in to depot twice (replace motherboard, replace dvd drive) and both times prompt polite phone service and turnaround in 10 days. Sorry you're having probs, but Fujitsu service seems to me to be a cut above. Can't speak to the UK side, of course, but stateside seems topnotch

 

Well I am Speaking to BOTH sides. The UK service sucks - and the Fujistu USA refuses to do anything although they gladly took my money claiming it was for a "worldwide" guarantee.

if you buy a 3 year "worldwide" warranty and this is what you get when you leave the US, then its a fraud.

I even complained to Fujitsu USA - since they are the one I paid for the 3 year warranty and they said they can do nothing to to the process and cannot influnence the UK to fix it faster. They best they could offer was that I can ask Fujuitsu UK to return the broken laptop then MAIL it to the USA.

So in other words after one month and nothing fixed I can spend more time and more money to mail the laptop to the USA to take another month to fix. And Fujitsu USA and Fujitsu UK basically do not tolk to each other or coordinate. So what is the meaning of this worldwide service they claimed when they took my money?

Is THAT is good warranty service? I call it a fraud and I am posting here to warn all potential buyers that this is the reality of what Fujitsu claims to be a "worldwide warranty". It is a sham.

This is the type of reason why Fujistu will never reach the level of trust that IBM has. You get an IBM worldwide warranty and they would pull this kind of nonsense. Fujistu will never get my money again.

 

OK, NOW I had to reply -- as the past owner of a lemon IBM Thinkpad and a resident of Israel. (Also, a current Fujitsu owner but thank God not yet had any problems of note).
I don't type quickly enough to describe the years of hassle I went through -- and bad service both here and in the US (where they told me that despite the fact that IBM here "fixed" the laptop and it still didn't work, that wasn't IBM's fault or responsibility because IBM Israel wasn't "really" IBM and other nonsense like that). Bottom line: I eventually paid privately for computer consultants to eventually properly fix the machine -- though they had to intsall a non-IBM specific XP and I lost IBM specific functionality. Then my attempts at written complaints went no where -- they stopped writing back in the middle.
Since IBM has a great rep for customer service, I concluded from this experience that (1) every company has problems on occassion with customer service so one can't judge from just a few stories but only overall statistics as to who's better or worse, which is relative; and (2) IBM is far from perfect, and (3) problems are more likely to occur if you're using a company's overseas warranty.

 

I've heard stories of service woes in the UK. As for my experience, which to date has been very limited, the service has been outstanding. I have only used their chat feature and one phone call which lasted lest than five minutes and it was nothing less than stellar.

 

That sucks! sorry to hear about your problem.
I bought my Fujitsu in the USA online..... refurbished and then I moved to Canada.
My notebook need repair twice: the first one is a dead inverter causing dead LCD and the second one is a major one and need to change the system board.

The inverter was fixed in 3 days.

I did had delay on my second service service due to the fact that the notebook was dead right after christmas. So with new year coming and back to back holiday, the service center was behind schedule. Took about one week to schedule for appointment and about 2 weeks to get the system board from Fujitsu.

So, maybe Fujitsu Canada is better than UK?
Move to Canada..... it's a better country overall than UK

 

My notebook's screen was damaged and Fujitsu Canada fixed the problem in about two weeks (which is pretty slow)

Service rep was good. I think fujitsu tech support was pretty decent

 

This experience here so far has been awful and continues to be.

Since I last posted here, they (Fujistus UK) have now told me - after holding my laptop for ONE MONTH - that now they will no longer repaid US made laptops and they have sent my laptop to Germany insetad.

Mind you, they didnt contact me by phone or e-mail or letter. I only found this out after calling them about 4 times and complaining.

No apology, no "sorry for wasting time so far". No nothing. Not even an update. NOr have they STILL even told me when they will complete this repair.

Fujistu are utterly useless. I am now writing a letter to the head of their company here to complain about this "service" I have received so far.

And there is no question I will EVER spend a pennny on a Fujistu product again. Never.

 

fujitsu has shown me nothing but the best. i had an issue with my s-video out on my computer or so i thought. they transfered me to a tech that was more knowledgable about the specifics of the video out and it was concluded that i was just using a wire that did not work on their system for whatever reason and gave me some ideas where i could get the right connectors. also..... i work closely with an electronics repair dept and i have to say things dont always go right. think about it computers/ electronics are not the easiest things to fix they take time and skill. sometimes they just get backed up and it takes 6-8 weeks. remember that you are getting your computer fixed for free and if you didnt buy the warrenty youd have a $2,000 paper wieght.

 

Free - are you insane. I paid first for the laptop and second for the "warranty". Nobody is doing me any favours. It is a pre-paid service.

And mind you extended warranties are one of the most profitable aspecs of computer retailing.

So there are no favors here. Just a service I paid for in advance and have not received ie a rip off.

And I think you are the only person would woul find it acceptable to wait 8 week to get a laptop back. You think people pay $2000 for a laptop that they can do without for two months?

 

i highly doubt that in your "warranty" it states the expected time of repair, so they dont have to do anything faster just cause you are angry.

 

Here in the US there are local repair shops authorized to do Fujitsu warranty repair. You can also send it to the main Fujitsu service center via mail. Does the local option exist for you in the UK? If so, maybe you could get it back and bring it somewhere closer to you. Certainly doesn't relieve the pain you have experienced so far, but it could be a way to resolve it.

 

There is such a thing as a reasonable expectation in any contract - which is what a warranty is. One month is way past any reasonable expectation.

If Fujistsu want customers to repeat buy then they WILL need to repair laptops faster than one month. There is no excuse for service that poor. I certainly am never going to give Fujistu even one penny again.

 

for me Fujitsu service has shown to be good, the people i talked to were helpful, although i thought they should do a bit more to diagnose the problem before telling me to send it in.
they got it back to me in under two weeks, after the first service they payed the shipping both ways.
I'm in no way endorsing Fujitsu
my first Fujitsu n3510 was in service 4 times in one year, they replaced almost every part inside it, some twice, and it still would lock up.
they finely replaced the entire unit with an upgraded 3510 with TV and a larger hard drive, and it runs even hotter then the first.

but these problems aren't service problems, i thought the people i dealt with on the phone took care of business, and they did what they could to fix my boat anchor, i mean n3510.

 

are you people on drugs, smacked out of your heads? either that or you catastrophically fail to understand how business works.

I buy a laptop computer. it comes with international warranty. that says even if the thing is a heap of junk lemon they'll attempt to repair it or replace it for a set period, after which time they'll laugh at me. i buy it in the US, it breaks, I send it back to UK service centre. month on, i hear nothing, I ring. "parts on order" they say. "due when" i say. "dunno" they say. "not good enough, find out" i say. silence. another month on, I email. no response. I ring. "parts on order" they say. "due when" i say. "dunno" they say. "not good enough, find out" i say. silence. three months after sending it, I receive it back. this incidentally was just to replace the dvd combo drive, an off the shelf generic part that takes approximately 30 seconds to replace.

no matter what business you run, this is appallling service. i had to send it back twice under warranty in the first year. it spent more time with fujitsu than with me for the first year, literally. i have bought four fujitsu laptops in a row, never ever ever again will I touch fujitsu. it's now gone wrong again, this time the motherboard - i suspect due to the massive overheating throughout it's life because of it's pi$$-poor design. lying in bits on my desk, fujitsu want £100 (yes, pounds sterling) just to look at it - when pressed a verbal estimate of £300 upwards to fix it. so i'm retrieving the hard disk and throwing my $1500 year old laptop in the bin. bye bye fujitsu.

 

Word for word, what you just said is my exact experience with caling Fujistsu UK in all this time that they are STILL holding my computer.

Like I said, I will never buy Fujistu again and I warn anybody thinking about buying one that this is what you can expect. Fujistu UK are theives who want to steal your money and do nothing.

 

Five MORE days added on and now I get an e-mail from Fujitsu USA, who I have complained to also repeatedly, telling me my laptop is in Germany. NO information or commitment on when I will get it back or IF , no apology, nothing.

Mind you this is a $1800 computer I bought for work that they have been holding for one month.

Yeah, "great service" alright. My azz....

 

Further confirmation that Fujitsu service in the UK is actually appalling. I had a fujitsu Laptop on my short list but after reading so much horror stories, I removed it. This confirms I made the right decision.

Hope you get sorted out soon. Keep us posted.

 

Stop whinning about fujitsu's customer service. It is relativily good. Try toshiba or Dell and you be surprise that you actually got your computer fixed by fujitsu. Most toshiba customer can't even get(toshiba) them to fix the computer or take forever to get help.

 

Customers PAY for a warranty and it is not honoured. That is all that matters.

I dont care what anybody else does. I care about the money I paid for warrant and extra warranty and services NOT received so far.

And yes as I update again, the clock still ticking and I still have not got one call or e-mail from Fujitsu UK. That is how bad they are.

 

never heard anyone cry so much. let them fix your computer. i wouldnt be surprised if they are taking longer just to piss you off. but then again you live in the uk so call the queen.

 

hey guys....everyone has their opinions and different experiences with fujitsu. let's keep the mocking to a minimum.

 

I am afraid that I have to vote "awful", too.

In June I recommend to my girlfriend to buy a N3530.

Apart from quite a bit of trouble with their drivers (she needs to install a non-Fujitsu XP Pro), it broke at the beginning of September.

We took it to a local service shop that does warranty repairs for Fujitsu here in MA and they warned us Fujitsu might be slow sending parts.

It took 26 days for Fujitsu to come up with a new motherboard and RAM. Yes, even a single stick of RAM took that long. And that is although she called both the repair service and Fujitsu USA every single day. She's that type if she's pissed off. In the end they overnighted the parts to the shop after she made some specific threat I don't know about (UPS must be happy about this business behavior).

It has now come to me buying this piece from my girlfriend. Which is bad for me since I cannot use ATI graphics. I would much prefer a Core2Duo since I converted everything else to 64 bits already. I guess I'm in for some hardcore modification attempts.

 

To finalise this story, after a two month long saga with me calling and complaining all the way to the top of Fujitsu USA customer relations department, the bosses agreed to assign someone to investigate my problem.

The long and short of it was that the bumbling idiots at Fujitsu UK really did not know where my laptop was and all the could say was that it was "in Germany" somehere. Even Fujistsu USA could not get more info than this - after ALL this time.

So Fujitsu USA customer service apologized to me for the incompetence of Fujitsu UK and their own laxness in not getting on top of this problem earlier. In compensation the have sent me a new laptop - as Fujitsu UK has clearly lost track of my laptop - and they are billing Fujitsu UK for it.

Thank God I did not have anything valuable on that computer and rest assured I will do anything possbile to NEVER have to deal with Fujitsu UK. Hell will freeze over before I buy a Fujitsu computer in the UK!

 

Gee, I guess that means that Fujitsu USA isn't too bad, right? I mean, is it their job to keep tabs on and make up for Fujitsu UK's deficiencies?

Oh, and let skagen rant. What a raw deal... having to endure that for months! Deserves the new machine in the very least.

 

Lets see, first waranty service does not mean holding your laptop for TWO month. Unless to you who is a nutcase. We pay nealry $2,000 for a business class machine to USE for work, not a toy that we dont care if it is missing for two whole months.

Second, the replacement did not sudenly drop into my lap. It was driven by a customer complaining all the way to the top - at a cost of a lot of time - to managers who saw that clearly their operations sucked and were shafting customers.

Third unless you are an idiot, it should be obvious that when Fujitsu USA sells you a warrany they have a duty of care to ensure that the warranty is fulfuilled by them or their agent in a reasonable manner. Any lawyer will tell you the same.

You seem to think that customers should hand over their hard earned $2,000 to a computer manufacturer and NOT get the product and service they paid for. What a nutcase.

I couldn not afford to buy any computer if I provided my own cleints the kind of crap service I received - they customers would not use my services again. So there is no way I or anybody else should put pay for a warranty that takes your computer, loses it and takes two months to replace it.

 

Never said that was the definition of warranty service.

Never said it fell into your lap. Merely said you deserved it, at the very least, for your troubles.

Sounds reasonable, but I wouldn't be surprised if the lawyer said you were wrong. Did you ask one? I know contract law can be quite odd.

Never said that people should hand over money and NOT get product and service paid for.

I am neither a nutcase nor an idiot. However, your baseless accusations and assumptions certainly throw your own mental state into question. A polite correction would have sufficed if you felt I hadn't remembered/recognized some important aspect of your story.

 

I think it's time to close this thread since what needs to be said has been.