Poor German support

I got my Zepto 6324W ~2 weeks ago (it was exactly on 31.01) and I soon recognized that the keyboard had a few keys that did not work. Ok so I thought this should not be a big problem as I have ordered the UPS service for 2 years (additional 30€ and so I filled out the support form the next day (01.02). I was a bit surprised that I did not get any response from the support form (not a mail or anything else that indicated that they got my request).

So I thought that it would be better to try it from another PC and there I had the same situation but after I clicked the 'Senden' (send) button my browser told me that the it has finished loading and so I thought that this should be ok and I waited...

Till tuesday (05.02) and then I called the support and the guy told me that they have not gotten anything from me. Ok thats bad but I sent them an E-Mail where I wrote everything like it was in their support form to save them some time (they only have to copy, translate and past it then I thought).

Now a week is over and so I wanted to know when they will give me this RMA number so that I'm able to send them my laptop and as I had some time yesterday I used it to type another E-Mail to '[email protected]' (the mail adress they use to sell their laptops and it was also the mail they used for their first answer so I used it to replay to their first answer).

Today at 11 am I got no mail back from them and so I thought it would be a good idead to send them another mail to '[email protected]' (my thought was that this 2 mail adresses belong to different employees and so it would take less time to send it directly to the support mail adress).

After this E-Mail I got an unfriendly answer that told me I'm not the only customer and it will not help me to send them 2 mails (note: I did not get an answer to the first one).

A few hours after the mail I called them again and asked the guy when he will be able to give me this RMA number (they used the mail only to tell me that I'm not the only customer... no real answer in it). As I already thought he told me that he has lots of other work to do and the he will be able to give me the RMA number in the next 2 days... I wanted to say thank you to him but while I was saying it he added... OR NOT and hang up.

WTF is wrong with this guy? If I ask a normal question I would like to have a normal answer and not a OR NOT with not giving me a chance to ask something else.

I'm not even talking about the real support... this is only about getting an RMA number. Not more.

I'm very unsatisfied with the support and I hope that maybe this post will help a bit to improve the German Zepto support (maybe hire some more employees or at least a few that are friendly) or if not some customers from buying zepto laptos.

 

Just write a letter to the support desk aimed at a manager. Always works for me. You can also try calling and asking to speak to their supervisor. In any case remain polite and calm even if they get rude. No sense in getting into a screaming match with them.

If your good with computers maybe you can get them to mail you the keyboard and replace it yourself?

6 months ago I bought a 7600 GT videocard. The thing was broken when it came in. Took me a long while to convince them that my computer didn't break it. I had to deal with rude customer support that didn't bother to keep their promises. After a couple of months of playing phone tag with them I wrote an letter to customer services and complained. It worked. They even gave me 7900 GS for the price of a 7600GT to say they were sorry.

 

Thank you for your tipp. I will do this if I don't hear anything from them till friday.

 

Formal letters work wonders in getting companies to work with you. You have a right to support.

 

I'm sorry to hear that so many have problems with the German support.
I recommend all of you who have problems to contact our international support in Denmark and hopefully they will be able to help you in a better way.

 

We are having a talk with the German support at the moment, so we are on the case to see what this is all about.

 

So would it help if I send the error report as E-mail to '[email protected]'. (Is it enough to translate the error message to English?)

 

Eggi, not unfortunately that wouldn't help.
The German support department is working on making a pickup of the machine at the moment, so you should hear something from them very soon.

 

Thank you for your help. This is exactly the customer support I wanted

 

Hi,

i got my notebook with 2 defective components. So i sent them back for repairing it. After 2 weeks i got my notebook on a friday afternoon back.
what a pitty for me... the notebook hasn't work anymore (don't boot and the display stayed black)

now, i want you to know what than happend after:

i called next monday morning the german support from zepto. first i talked to very friendly woman. after reporting what was happend i got linked to the admin from the german zepto-forum. he read my thread closely before but i told him again what was happend with my notebook.
of course i did that very angry but i tried to stay friendly with him. He explained me that he didn't see any for delivering prepared notebook and also normally not when a notebook was sent back for repair.

so he have beg me to make a little writing documentation with a few pictures of the condition of my notebook and than to send him this as an unchangeable pdf. i did it at evening after my work.
the next day he called the pick-up-service and another day later in the morning the pick-up-service arrived me and took the notebook with him.

the zepto-admin from the german support got my laptop and had than a little conference again with me. less than 4 hours and my notebook was repaired and on its way back to me. it arrived me the day after with changed components and totally workable!

WOW !!! the complete process took less than a week!

the german support didn't send any notebook to the customer from zepto and normally didn't get any notebook to repair. but i am sure they always try that the notebooks get delieverd very fast and workable and although of an first angry complaint from me they stayed friendly. who ever got a problem with the support should think of these phrase: as you scream it into the wood so it will come back.
i tried to be as frienldy as possible and i had made the experience that i got my notebook damn fast in a top condition back again. really great! of course, that won't be possible for all customers (cause of various reasons) but i am sure that the german support are up to finished issues fast. i am very impressed...
Keep that work up!

greets,
a very satisfied customer with the german support

 

Sorry, but my experiences with the German support go along with Eggi's. I always talk to the same man (he never tells his name). The last standard replies have been that he doesn't have those problems (with a different model) and no one else complains so he couldn't do anything for me. It's like calling the support, tell them of your problem and getting "sorry - this problem isn't in our database so it couldn't be a problem at all" ?!
Luckily I read many helpful things from Rene S/Roelof Jan/Morten/... in this forum to be sure it's just the German support and not Zepto who doesn't care for customers....