Expect slowdowns in computer companies’ customer service
If your computer needs repairs, you may find it hard to function without one. Here are a few cases where I helped Star readers reach the right people in a hurry. Dell Canada Daniel Caldwell, a student at Georgian College in Orillia, Ont., ordered an $850 Dell Inspiron laptop last month. But the machine that arrived a week later didn’t work.
“The pre-installed Windows 10 doesn’t function properly and now the laptop refuses to start,” his parents, Barry and Heather Caldwell, told me.
“Daniel spent several hours on the phone today calling Dell Canada, but keeps getting put on hold or disconnected. He needs a computer for his courses.”
Large companies often send you to call centres outside Canada. I like a website called GetHuman.com, which provides the best phone numbers to call companies, based on turnaround time and results posted by other users. It has a phone number for Dell Canada.
Dell Canada’s Janet Fabri, who works in corporate communications, made sure that Daniel Caldwell got a call within 24 hours.
“The laptop was sent back by courier to Mississauga. Dell will expedite a total refund and he can buy another laptop for his courses,” said his parents, who made a donation to the Star Santa Claus Fund. Asus Canada Paul Bellemare builds computers for a hobby and buys a lot of computer parts. He bought a $565 Asus video (graphics) card, which came with a three-year manufacturer’s warranty.
“It developed a flaw, demonstrated by an inability to function within a Windows environment,” he said.
Asus authorized a return of the defective card, which he sent to a service centre in Markham.
But the card he received in return was damaged, he said, and didn’t work at all.
Again, Asus authorized a return of the replacement card, saying the cost would be covered. Later, he received a $155 bill to cover repair of the physical damage, plus shipping costs and sales tax.
“I can’t even get through the second level of support,” he told me. “I would be grateful if you can find a real representative of Asus here in Canada who has the authority to cut through the scripted responses to deal with this.”
I did a web search to find a media contact in Toronto. Within 24 hours, Bellemare learned he would get a new video card at no cost.
“Asus is committed to following through on the specifications of its warranties,” a spokesperson said. Best Buy Canada Caroline Jurtovski bought a $700 laptop in July. She downloaded Windows 10 after seeing a pop-up on her screen, but her Internet connection didn’t work afterward.
Having signed up for a three-year Geek Squad protection plan, she asked the store to fix her computer. But when she picked the device up, she had a shock.
“We noticed all my files were gone. They had deleted them while fixing the Windows 10. I was almost in tears because I had no backup for them,” she said.
The store promised to get her files back, but it would take time. Seven weeks later, she still didn’t have her computer or proper answers.
Best Buy Canada wrote to her after I got involved. It said she had signed a contract that said it was the customer’s responsibility to back up the contents of their hard drive before any services were performed.
“Unfortunately, you did not request any data backup, which is available in store for $99.99. As a goodwill gesture, the store offered you a free data recovery service,” said an executive resolution spokeswoman. “Data recovery takes up to 60 days. You will be updated on the data recovery status. We would like to apologize that your shopping experience with us was negative.”
“I can’t even get through the second level of support.” PAUL BELLEMARE ASUS CUSTOMER
Ellen’s Advice Be persistent when contacting large computer sellers. Use Get Human to find the right phone numbers. And always back up your precious files before sending your computer for service. You are not protected from loss unless you do. Ellen Roseman writes about personal finance and consumer issues. You can reach her at eroseman@thestar.ca or ellenroseman.com.