nightmare of my fujitsu notebook

nightmare of my fujitsu notebook

Here is the story for the warranty repair for fujitsu notebook s6120.

I sent my notebook to the Fujitsu Notebook Authorized Service Providers in Montreal (compusmart) on May 2,2005. (ref:40548440684) The reported problems that I had with my notebook when I took it in were: 1) the PCMCIA feature was not working, and 2) the LCD was not working properly. It took compusmart 7 business days to exam my notebook. Do you think it is too slow for warranty repair? When I called in on May 11,2005, compusmart told me I can come to pick my notebook up. They have order the main board for me. They decided not to order the lcd screen for me. So I have to call 1-800-8FUJITSU (800-838-5487) (ref: 40548565469) to prove them the lcd is really defect. On May 16, 2005 the compusmart called me the main board was arrived. I sent in my notebook in the morning on May 16, 2005, and I proved the lcd not working properly. They finally order the lcd screen for me. When I picked up my notebook that afternoon, my nightmare just began. After they had performed the repairs, my notebook was still not functioning properly, and that further, there were more problems than I originally had. Now have the following problems:
1) LAN is totally not working
2) Some keys in the Keyboard is not working at the first two days
3) USB is not working with the usb hub
4) Line-in Audio is not working
5) LCD is still not working properly
I called on May 17, 2005 to compusmart about these issues; I told them I am very unhappy with their service. After a few second they called me back and tell me they have canceled my lcd order and don¡¯t come back to them any more. I can¡¯t believe what I heard. I don¡¯t think it is my responsibility for their mistake. What should I do now?

Any comment is welcome.

CompuSmart
1195 Phillips Square
Montreal, H3B 3C9
Telephone: 514-398-0783
Fax: 514-398-0830

NORTH AMERICA
Support for end user customers in the United States of America and Canada.
Available 24 hours, 7 days a week.
1-800-8FUJITSU (800-838-5487)

Fujitsu Canada, Inc.
Tel: (905) 286-9666
Toll Free: 1-800-263-8716
8:30 am - 5:00 pm EST, Monday to Friday
Fax: (905) 286-5997
Information: Notebooks / Scanners / Storage / Printers

Here is a letter from Fujitsu Canada.

Further to our discussion from yesterday, you have advised me that you took your notebook for repairs to CompuSmart in Montreal, who is one of our Fujitsu Authorized Service Providers (ASP). The reported problems that you had with your notebook when you took it in were : 1) the PCMCIA feature was not working, and 2) the LCD was not working properly. You then advised me that CompuSmart replaced the Main Board in your notebook to resolve the problems, however after they had performed the repairs, your notebook was still not functioning properly, and that further, there were more problems than you originally had. You have told me that you now have the following problems:
6) LAN is not working
7) Some keys in the Keyboard is not working at the first two days
8) USB is not working with the usb hub
9) Line-in Audio is not working
10) LCD is still not working properly

Here are the details we have in our service records for you and your notebook:
Model: S-6120
Base Warranty : STANDARD3 Start: 8/15/2003 Expire: 8/15/2006

My recommendation to you would be to either:
1) Contact another Fujitsu ASP in the Montreal area for assistance. Here is a local ASP you may contact:
Microservice Quebec, Inc.
5425 Rue Bordeaux 113-C
Montreal, H2H 2P9
Telephone: 514-526-1124
Fax: 514-526-7969

2) You can have your notebook shipped to our Fujitsu Canada Repair Centre here in Mississauga, ON. We can review all of your reported problems and correct them as necessary.

Please let me know how you would like to proceed with the repairs of your notebook.
If you do have any further questions, please let me know.

Regards,

National Manager Channel - Technical Support & Customer Service
FUJITSU CANADA, INC.

 

I've heard problems with some of their service centers. I think unless you know one is good, everyone should use the mail in service for repairs. Sorry you've had such a hard time.

Brian

www.BargainPDA.com | www.DigitalCameraReview.com | www.NotebookReview.com | www.SpotStop.com | www.TabletPCReviewSpot.com

 

Thank you for your advice.

 

I'm not understanding the attitude from compusmart. They should be getting reimbursed from Fujitsu for performing warranty work. They're acting like you're taking money out of their pockets which should not be the case. Is there a Better Business Bureau in Canada or some similar organization?

Is there anything we can do to help organize a boycott of compusmart? I'm in Texas and we don't have any compusmarts down here.

-David

 

Michael, I had a similar problem when I took my fujitsu to a service delear in N. America. My notebook ended up with more problems. I sent it in to Fujitsu and it came back good as new. They do a full check of everything before they send it back. I will be mailing my computer in from now on if anything were to happen to it.

 

Should I keep the original packaging for three years (duration of warranty)? Do you send the restore dvd, and driver cd as well? I hope nothing happens, but it's good to be prepared.

-David

 

You don't necessarily need to keep the box, you could always buy a box with some secure foam to send it in. You do not need to send in the restore disc...in fact they only wanted me to send the laptop without the battery

 

Get the problems fix on May 26. Compusmart changed the main board again and lcd screen in one week. I still sent a complaint letter to fujitsu since it waste me 25 days to repair it.

I will write a complaint letter to Compusmart.

 

It's too bad when I posted my "nightmare" with Dell that I didn't get any responses like this with the exception of 2 which was nothing compared to what everyone else said to me. I was in shock and thanked god the topic was locked and I tried fresh with no help or understanding.

I'm trying to wait for the new release of the Fujitsu N6000 series notebook and it's always a pleasure to be on this forum.

Michael,
I sympathize with you completely and I truly hope it does work out in the now and in the future. By the way Qwester was immediatedly there understanding my situation.

Sincerely all the best to you,
Heart [ ][ ][ ]

Karma, It'll Get You!

 

holy smokes, you let Compusmart people touch your computer ?!?!? i would be afraid to buy a magazine from them...

 

I sent two complaint emails to fujitsu canada. nobody answers me. Called them and left messages, nobody called back. Fujitsu really not care about customers.

I have sent complaint letter to bbb. Let's see what will happen. Should I complaint compusmart or fujitsu canada?

 

My e-7010 was over heat at Jan this year and somehow it didn't work at all, my friend brought it back to HK's service center at causeway bay for me cos it's still under warranty. The technician said the BM was dead and they changed a new BM for me and my friend got it back the day after. As long as they have parts, they will fix it for you immediately. It was quick and good service.
I'm upset to hear your bad experience with that dealer, find another one if it's possible

 

Finally fujitsu canada will send me 1G Ram for compensation.
I don't want to make the hassle to go to small claim.

At least they do something for their mistake.