How's Fujitsu's customer service?

hi
how's your experience with fujitsu recently?

I am having horrible time with sony right now;
they are keep lying about and delaying the shipment date....

fujitsu at least was honest enough to tell me that their product was out of stock when I called them before....

so... if you have any good or bad experience with fujiuts
please share

PS any news regarding new core duos from fujiusu would be welcomed too!

 

Hi did you buy the SZ or FE eventually?

Anyway, I first started using a fujitsu 4 yrs ago with the E7010 that I am currently using. 6 months before the 3 yr international warranty expired the machine died. Fujitsu replaced the motherboard as per international warranty (although with some gumpiness) .

I was considering buying a SZ 1 week ago from circuit city. Spoke to Sony customer service and there was no way you could purchanse international warranty if you bought from a retailer. (Deal breaker for me)

Getting quite pissed with Sony. Lousy service, installing Root kits on your PCs, insisting on using proprietary stuff like Memory sticks....

 

your experiences (and some of my past experiences) are why i highly recommend purchasing through a reseller (ODM resellers) like http://www.portableone.com. there are many very fine resellers represented in these forums. a huge part of your purchase decision should take into account service and support. Ivan at P1 (that's right, an actual person) is great. P1 is an authorized USA Fujitsu repair facility and i know he'd go to bat for me with Fujitsu if required.

 

On the plus side, Fujitsu's tech support is easy to reach (no significant hold times) and the techs speak English clearly. Standard tech, at least for me, seemed intent on the typical "it must be a virus, so reformat" attitude. If you purchase the next day service upgrade, you automatically get level 2 support, where the techs are much more interested in helping. However, instead of troubleshooting they are more apt to change parts (which doesn't help if it is a driver or similar issue).

I cannot agree more with isvara_pranidhana. If you buy the Fujitsu through Portableone you have access to caring tech support- what that means is that they really try to troubleshoot even if it means spending a little time with you- and a great advocate if you happen to have a computer lemon.

I am the ultimate bargain shopper- BUT knowing that Portableone's staff will back me up makes any small price difference (btw- their prices are very competitive) a bargain.

 

I haven't used Fujitsu's support since July '04. I've had two Fujitsus since 2000. On every occasion I needed to use them, they were very responsive and helpful.

- Ed

 

Another vote for P1. They have been helpful to me even 18 months after purchase!

 

I call fujitsu recently for my bad charger, they send me a new one using Fedex one day shipping. And the package contains a return payment from fujitsu for me to send the bad one back to them. So I don't have a pay any return fee.

Very good service.

 

I only had to contact them once last year soon after getting my P7010. I had just returned from a trip to Hong Kong where I bought the laptop.

It seems that my P from Fujitsu came setup to auto power on if you had it on hibernate when you flip the screen up. The problem with that was any sudden jarring or vibration could turn the laptop on while still in the sleeve.

I had that happen a couple times at work when I was ready to use it on my lunch the sleeve felt very hot and the computer was on only to drain the battery inside the sleeve with no ventilation.

I recharged the battery tried it out and everything was ok but I still contacted their customer service online and had a chat with a tech person who was very friendly and knowledgeable about this problem. I was obviously not pleased that my laptop would power up zipped up in the sleeve without my knowledge but the tech person pointed out a setting in windows that I can try and it fixed the problem. Now it doesn't come on until I hit the button and this problem is solved. He/She also reassured me that no damage would have been done had this happened a couple more times.

My P has been working quite well the last 10 months or so and I love travelling with it so I have to say Fujitsu tech support gets a big thumbs up from me!!!!!

Tony

 

great service so far. sent in my S7010D twice for service issues. They replaced the unit with a brand new one, albeit under a little pressure.

 

I would characterize the service as poor. Let me qualify that statement. I purchase a nice Fujitsu laptop a few years back that has Windows98SE preloaded, Sorry don't remember the exact model number was similar to this one, it was an E series laptop. I wanted to upgrade the machine to WindowsXP. I was able to install the software just fine but alas there weren't any drivers for the special functions of the laptop such as touch pad, launch buttons, but most importantly the video chipset. I e-mailed Fujitsu with the problem to see if they could provide drivers. There happen to be a newer version of the Laptop with almost identical specifications, same video chip set different CPU, that "supported" windows XP.

I wanted them to provide me with Windows XP drivers so that I could try them on my laptop. They said they didn't have any such drivers and they weren't planning on providing any for my laptop! Well, as a result I decided to return the laptop and go with something else.

You be the judge.

Mike

 

I had a defective LCD on my P7010 (showing a faint gray spot about an inch wide) after 4 months of ownership. I called and went to their nearest service centre and showed them the problem and we agreed on having the LCD screen replaced -- no questions asked. A week later, they did just that. They even offered free shipping to have my unit back to my doorstep as fast as possible, but I can't bear to part with my baby so I had to pick it up from the service centre myself. I have a brand new LCD screen. I pay nothing. I am happy.

Thumbs up for Fujitsu.

Also, unlike other companies, I think that Fujitsu Canada doesn't outsource their tech support. The customer service representatives spoke clearly and fluently.

 

I just got my hands on an N6220(very happy) and I had trouble getting the mymedia app going for the first time... the tech support was great. Hopefully I won't be calling them again, but if I have to I'll be assured that they'll be able to help out...

BTW, I'm in Australia.

 

I have a new Lifebook and after you buy, customer service is horrible. I just waited over 20 min. to get a simple reply on line. The Customer Service Rep., Wanda informed me she was multi-tasking and suggested I call the 800 number for service. I never did get a response from her and the bad thing about all this is I was outside working and the last thing I wanted to have to do was go to a phone, especially since they told me I had online help at any time.

Also, there are red dots on my screen of the fujitsu that they say is within their specs... so they say it is okay to have this on the screen. That I can not return it for this reason. I did not have this problem with either Dell or Sony. Also, someone had used the computer before I got it... though I bought a brand new computer and the screen resolution was totally messed up and I had to do a restore before it would go right. I did do this with the aid of Customer Service, phone support, as Wanda was unable to give me the necessary info to take care of this successfully and left out a few steps to the process.

When looking to buy the new computer I turned down Dell after making payment... I canceled my order because I was unable to reach customer service back to add on speakers. It was mission impossible and the Customer Service I reached from there on out was Impossible.

Sony lied to me as well and the person who I was ready to order from became no longer available and refused to send me an email quoting what I was ready to buy.... Needless to say, I did not follow though with Sony.

Fujitsu Customer Service was great before the purchase, and within the 10-day period, but after that, horrible.

Too bad, I am in the market for another laptop now, but I am seeking other brands as I do not wish to deal with those who are unreachable, those who are not being honest or those that trick you into thinking they are good, but are not. I wil put this off until I find a computer company I feel good about.

I hope I have not confused you, but feel you need to know all of what I have experienced since February 2006 in reference to buying a laptop.

 

When Ive dealt with them, theyve been very helpful-even when returning a fully loaded notebook. No hassles, and did best to answer my questions.

"Also, there are red dots on my screen of the fujitsu that they say is within their specs... so they say it is okay to have this on the screen."

You can return for ANY reason within the first (I believe) 30 days. Ask me how I know...


EDIT: Just checked its 15 days from shipping. Point is upon receipt you have window of time to return it, with no hassle for WHATEVER reason.

 

I've called in several times for different questions, and the support seems to be GREAT! Hold times have been less than 2 minutes for me every time I've called, they have NATIVE ENGLISH-SPEAKERS there to help, and they're friendly and seem quite knowledgable.

Find me another major computer company with 24hr customer support INCLUDED at no extra charge - for the lifetime of the notebook - and I'll send you a check for $5.
(OK, I know Acer probably has the same type of support, and I loved my Acer - but I am quite content with my hot new P7120D!)

 

I had to threaten Fujitsu with legal action to get my N3510 back from it's recent repair... -_-

It's a good thing I had proof that they received it, or I would have been out a lot of money.

 

Holy cow! I sure hope my issue doesn't come to that. I've returned my Lifebook P1510D to Fujitsu for an exchange because it has a defective screen see my post on this forum

There seems to be a mixed bag of Fujitsu service experiences here but seems like you either have to make noise or otherwise motivate Fujitsu to listen to your problem. I am beginning to see this for myself.

 

Filing a complaint with BBB is easiest way to get them to listen. In fact a complain to BBB had their customer support (or PR) call me and ask me what was wrong. And issue was resolved directly.

 

Personally, I don't like Fujitsu CS. They lost my HD and refused to replace it. I'm still fighting them.

 

On the positive side, reaching them is easy and, yes, you always get someone fluent in English.

On the negative side, their immediate response seems to be "you need to reformat." Personally, I could never get them to fully listen to an error message which clearly pointed to a problem with the wireless card. Tech support doesn't bother to really troubleshoot. They did do a lot of hardware exchanges (3 motherboards, a new Bluetooth card, new Atheros card, new hard drive, new speaker hinge assembly and ultimately a new LCD since one of their techs nicked the original one), but never did manage to find a solution to what probably was a driver issue. Ultimately the integrity of the machine was compromised (presumably) by all the repair work and/or the durability was questionable to begin with.

All I know is that I had three and a half months of aggravation and, if I didn't have Portableone's excellent customer service intervening along the way I might have tossed the stupid thing out a window. Seriously, it was only because they went to bat for me and pressured Fujitsu that they ultimately took the machine back.

So, yes, they are very reachable, but I think the support in "tech support" is somewhat questionable. No one really took the time to try to find a solution to my problem (and it seems like, from other comments posted, I am not the only one to have been plagued by BSOD).