Rock Direct support service fails

Hi there!

Need help/advice on how to press guys from Rock Direct support service (Stone Group plc now days) to get my laptop finally fixed! But first things first!

Bought my XCTX laptop from Rock direct about 2 years ago! A very nice peace of machinery, cant complaint on that. Especailly back than when there was nothing similar on the local market. However, as soon as it arrived I started to experience problems with it!

Problem No.1 - fault with graphic card. Straight away I used to get freezes and BSODs, so had to sent laptop back without having yet enjoyed my purchase, which btw was quite expensive!

2 months later it finally arrives back to me this time with a working card. ONE year of good experience and satisfaction!

Problem No.2 - AC input on the laptop got busted! No power supply at all. Another 2 months of waiting but I managed to get it back a week before Rock went bankrupt

Problem No.3 - 2 weeks after it arrived from another service, left side screen holder gets broken in 2 pieces! There r 2 steel holders that connect "monitor" part of the laptop with the "body" part. And that STEEL holder got broken in 2!!! But the machine still worked and I decided to carry on cause support was unavailable due to company bankrupcy. However, soon after Stone Group Plc decided to save the day and acquired Rock Co. and continued with its operations. However, they were on service transaction stage so support time was expected to be longer than ever!

Problem No.3 - death! The projection of images and text went completely screwed, so screwed that it wasnt possible to read/see anything. Somehow I managed to format system and reinstall EVERYTHING but that solved problem for half an hour. So no choice left I send the piece back to already functioning Stone Group support service in August (transaction took place in May) and still it is being repaired! Endless emails, hours of qeueing on the phone line to get an update all seem to fail! I get the same answer:"we have too many laptops in qeue, there is nothing we can do to speed up your process,try to calling later the week for an update"! What to do? My patience is over already, its been over 3 months since it has reached them! How can I achieve any progress in speeding the repairment of my laptop? And how much longer can it take? Month? two? a year? For that amount of money (2.5k €) I get that kind of service? Rediculious!

Anyways, does anyone know how to act in this sort of situation? I wrote complaints to them already which are simply being ignored, nothing seems to work, its time to change mode to aggressive but what are the effective methods I could use on them? I would really appreciate any help or advice you could provide!

And to conlude this all: NEVER EVER buy ROCK!!! It might look great and profession but you will have so much pain in the butt with support services if smth goes wrong with ur machine! They seem to do everything to get their products sold but after sales are being totally ignored!

 

I dont think there is much you can really do to be honest, except warn other potential customers in forums such as this (which Im sure they check quite frequently).

 

But there must exist some organization that observe functionality of that type of companies and that could put salt into company wounds by spoiling their reputation, thus decreasing potential sales of the company?
Or how about governing laws on support service for that type of companies? Is there a certain reasonable time limits which companies have to fullfill to provde the service to the customer? Otherwise they can keep those laptops forever in the warehouses and never return them back, which completely out of line!