Zhooibaal\’s house of the unholy

29 July 2006

The BenQ Chronicles: The Final Nights

Filed under: Other — zhooibaal @ 14:59000000

Benq
As some of you probably know, I’ve been having a little dispute with computer manufacturer BenQ. If you don’t know about this yet, you can read the entire story I have posted in the past by following the next few links in chronological order:

  1. First Daniel, now me…
  2. Relief…
  3. Now it’s official: I f*cking hate Benq and KDZ Express
  4. The Benq chronicles part #1
  5. The Benq chronicles: small update
  6. The Benq chronicles@Geeklimit.com

So, what do we have now. The title of this blog entry sais “The Final Nights… This means that the dispute has almost been solved now! After 4 months of phonecalls and e-mails (this only applies to the last incident) I finally got what I wanted out of them, but I’ve save that for the end of this story. First the last chapter of my fight against Benq: enjoyment matters.

The final battle

After the last return (which must have been about 1 or 1.5 months ago, I don’t remember the exact date) I could only conclude that my laptop’s dvd burner was still not functioning properly. So yet again, I gave the BenQ RMA hotline another call to say the same thing again that I’ve said multiple times allready to get the same answer again too. They wanted to come and pick it up again, but this time, I refused. I told them that I wanted this issue to be solved and that I wanted it to be solved quickly, it had to be done yesterday or actually even a month ago.
So now this guy told me to go the website and send an e-mail to BenQ and await their response. He also told me that it was important to give them every detail possible. Because the RMA hotline and the service center aren’t actually BenQ, but another company hired by Acer Group (BenQ is a part of Acer Group), they couldn’t help with that. I think that that is quite a shitty excuse not to help me, but I did that anyway.
So, I wrote quite a lengthy e-mail to BenQ, received a confirmation from the website that it had been received and so I started waiting for a response… 1 week later… NOTHING. So then again, I called the RMA Hotline and they told me that this wouldn’t neccesarliy be a band sign; if it takes longer than a few days, then it might be possible that the problem has been moved up to a higher level, so that means that they are working on it. OK, fine, so I waited another month and then I decided that it was time to write yet another e-mail, this time a bit less friendly. Another week passed, no response whatsoever.
As you can probably guess, I was yet again getting pretty angry with BenQ because of this.
Yet another e-mail went their way… This one (English below):

Beste heren/dames,

De kwestie waarover ik eerder al een aantal keren gemaild heb en waarover ik ook al een aanzienlijk aantal keren telefonisch contact met de RMA helpdesk heb gehad loopt ondertussen al meer dan 3 maanden (vanaf 4 april om precies te zijn) en ik vraag me nu toch echt af of dat jullie hier eigenlijk wel mee bezig zijn?
Hebben jullie enig idee hoe vervelend het is als een apparaat 3 keer achter elkaar voor hetzelfde probleem niet of onvoldoende wordt gerepareerd? En hoe vreselijk vervelend het is als er daarna geen contact wordt opgenomen na alweer meerdere e-mails? Als u mij probeert te bellen zal dat in mijn pauzetijd moeten gebeuren zoals ik in de vorige mail ook al heb laten weten, dus tussen 13:30u en 14:30u of na 18:00u als ik ben afgewerkt. Ook helpt het niet echt om 1 keer te proberen te bellen en dan vervolgens weer een week niet. Ik heb al een aantal keren thuis het bericht gekregen dat Benq weer eens gebeld had en dat die mij op mijn mobiel zouden bellen, maar de tijden waarop ik door iemand op mijn mobiel ben gebeld was blijkbaar tijdens werktijd en daarna geen enkele poging meer. Hoe denken jullie op zo’n manier iemand aan de lijn te krijgen? Het is toch gewoon volkomen zinloos?

Het enige wat ik wil is dat mijn laptop eens een keer volledig goed wordt gerepareerd en dat hij dus niet in een maar deels werkende staat wordt teruggebracht en ook zou een verontschuldiging voor hoe dit is gelopen en een compensatie voor het ongemak erg op zijn plaats zijn.

Ik hoop u hiermee voldoende te hebben ingelicht en een spoedig antwoord per e-mail of telefoon (dus tussen 13:30u en 14:30u) zou ik zeer op prijs stellen.

mvg.

–Jens Waschk

English version:

Dear sirs/ladies,

The question about which I have sent you multiple e-mails and about which I have called the RMA Hotline several times allready is allready running for more than 3 months now (from april 4th to be exact) and I really wonder if you are actually doing anything about this at all
Do you have any idea how frustrating it is to have a device that has to be returned 3 times in a row for the same problem and that it comes back without repairs or badly repaired? And how terrible irritating it is that when you send mutliple e-mails that you still don’t get any response? If you want to call me, you’ll have to that during my breaktime as stated in the previous e-mail, so between 13:30h and 14:30h or after 18:00u when I get off work. It also doesn’t really help if you only try to call once and then wait for another week to try again. A few times when I got home from work I got the message that BenQ had tried to call me and then that they would call me on my cellphone, but the only times I got called on my cellphone was during worktime and never again after that. How do you think you can ever get hold of someone when you do things like this? This is completely useless, isn’t it?

The only thing I want is that my laptop will be repaired properly for once and that it doesn’t get returned in only a partial working state and an apology and compensation for the discomfort would be right in place here.

I hope to have informed you enough for now about this and I would appreciate it if you would contact me either by e-mail or by telephone (between 13:30h and 14:30h).

Yours truly,

–Jens Waschk

But no, ofcourse I didn’t get any response to this, I should have expected that. So now I decided to look up the number of BenQ NL in the digital phonebook and simply call them instead of that shitty service company. I had a little talk with the lady on the other side and I could clearly notice that she didn’t really like me. She sounded irritated after the first minute allready and I kept her on the phone for about 10 minutes and finally she gave me an e-mail address so I could contact BenQ directly and she told me that I would get an answer by next monday (I called BenQ on friday july 14th). So I should have gotten a response to that e-mail on monday july 17th, the lady’s name was Monica and she told me to address it to her. I won’t include the e-mail here, because it sais just that what you can read in the other stories and this story as well.

Ofcouse I didn’t get a response that monday so I sent another e-mail, just a reminder and this friday (yesterday) I decided to call once more and act really angry and throw away my friendlyness entirely. I threw quite some nasty words to the lady on the phone (Monica again) and then she decided to put me through to the head of the service department, exactly what I was hoping for.
The head of the service department is also a lady, called Jessy May (I think, I got some e-mails from her as well in a previous issue, which was handled properly in contradiction to this one) and after exchanging a few harsh words with her she finally told me the thing I was hoping for:

Instead of trying to fix the laptop once more, she promised me that a new laptop was allready been ordered and that it’s due to arrive next week or the week after that and that my old crappy laptop was going to be exchanged for that one!

Finally, some good news, now I can only wait for the darn thing to arrive and then I shall say goodbye to Deimos forever and I shall call the new one Deimos MK2 and hope that that one is better…

…Next line.

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6 Comments »

  1. Finally, some good news, now I can only wait for the darn thing to arrive and then I shall say goodbye to Deimos forever and I shall call the new one Deimos MK2 and hope that that one is better…

    Or, do as I do: sell it off as fast as you can and go for a notebook from a different manufacturer.

    Look for one with a Core 2 Duo: it beats every processor on the market hands down, with better performance per watt than even the normal bog-standard Centrino’s. (Pentium M’s).

    My VAIO has a Core Duo (Yonah, itself being derived from the Pentium M architecture). Its only disadvantages are that it lacks 64-bit support and a couple of design faults it has inherited from the Pentium M. The Core 2 Duo suffers from none of the aforementioned problems.

    Seriously, why continue flogging a dead horse?

    Comment by danieldematteis — 29 July 2006 @ 16:56000000

  2. A laptop which has decent performance and comes with a decent service package is in any case more expensive than I can afford at the moment.
    For your sake I hope that that Vaio of yours never breaks down, because if it does, you’re seriously screwed.

    Comment by zhooibaal — 30 July 2006 @ 22:38000000

  3. Let’s put it this way: I’d much rather live with the nagging feeling that I’m seriously screwed when my VAIO breaks down rather than experience the umpteenth overheating problem with my previous Acer, or having a DVD-ROM drive break down and having to return it (again). I have also shared the same frustration you did with my Acer, and decided to bite the bullet, sell my Acer for 500 Euros, and put up some extra money to buy a decent replacement.

    I have seen what good service buys you in the past: they can keep their years of extra service for a product that will in all likelihood be already past its sell-by date at that point. And I’d much rather have a notebook with pleasing design aesthetics rather than the absolute bricks being offered by HP or Dell.

    Note: I’m not a Sony fanboy, I have it in for those guys as much as I have it in for pretty much any big conglomerate. I am almost willing to buy in the many horror stories that are apparently being passed around by Sony forumites this very minute.

    I’m just the kind of person who absolutely does not give a flying **** about support. If I did, I wouldn’t have modded my X360, PS2 and all those other consoles before it. I was well aware that I was voiding my warranty when modifying those machines – I’d much rather have added functionality (such as the ability to run homebrew) rather than being safe in the knowledge that *if* my console breaks, it gets repaired. ironically, the insurance company I’m currently working for also works on those same primal fears (just imagine if this or that happened to you) to sell off their overpriced services to the public.

    Guess it’s just where you and I differ. And let’s make it clear that I’m by no means persuading you to go buy a VAIO. But for all we know, those guys at Sony Style could be blowing stuff up way out of proportions. I’ll let you know what happens when mine eventually breaks – guess it’ll be another story for the blog.

    Comment by danieldematteis — 31 July 2006 @ 1:26000000

  4. Ofcourse those guys at sonystyle are blowing the service issue way up. That’s the same thing that always happens when it concerns such (mostly) sensitive subjects. But I know a few people who have experience with Sony support and they either say it’s bad or terrible. But it’s in no way like the stories on Sonystyle. My guess is that those stories are only the most extreme ones and probably blown up a bit as well, but it’s not normal that you have to wait for 4 weeks to get a replacement unit in a DOA case or 3 or 4 weeks to replace a screen.
    I’m willing to carry around a “brick” if next business day at home service is the compensation for that minor inconvenience.

    Comment by zhooibaal — 31 July 2006 @ 19:02000000

  5. Most of the Sony stuff I’ve owned has always tended to break at least once or at some point in its lifetime.

    Case in point:
    PlayStation (the sad tale is that I bought it at least three times; one in 1996 suffered from a CD-ROM unit that overheated because it was positioned too close to the power supply; the one in 1998 I bought second hand and was already subject to the complaints I had about the first one in 1996; the last one I bought in 1999 and had a repositioned CD-ROM unit that did not suffer from the aforementioned problems)

    PlayStation2 (Oddly enough, despite all the problems people have with CD/DVDs not reading, or having to turn the console flat down, I only had to replace the PS2 just once)

    MiniDisc MZ-R70 (Broke down, couldn’t get a replacement for it – all other MiniDisc players of the same price lacked the featureset and aesthetics of this one – bought a GameCube instead from the money)

    Sony TV (yeah, I know, very specific that one – but it broke down as well)

    The only thing that has never failed on me is the Sony STR-DE255 receiver. That doesn’t bode well for the VAIO, does it?

    Comment by danieldematteis — 31 July 2006 @ 22:10000000

  6. Not quite… I wish you the best of luck with that one… Hope that one goes better than my “old” Benq POS…

    Comment by zhooibaal — 01 August 2006 @ 0:25000000


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