Phillips is screwing with me - Page 2

Gary,

The back light on my NP8887 cr*ped out 4 weeks ago. Prior to that I was going to send it out because the video out doesn't work right and an external monitor looks lousy. Phillips saind they would send a shipping box on 10/10. Never saw it. Called after returning from business on 10/28. They tried to get dispatch to check on the box but nothing, no call back. Called again today, still no box dispatched. Waiting for a call back tomorrow. I don't trust Phillips and also want Sager to repair my machine, but don't think that will happen. Phillips is like an HMO for computers. They find the lowest bidder to do the work, and they're always over booked. Good luck.

9 out 10 chances anything they use to replace you parts are used too.

How far up the Phillips chain-of-command have you tried?

Some times it's best to skip over all the first lines and just go straight to second, third and fourth line.

If that doesn't work, say you're talking to the BBB and Chamber of Commerce for both your state and their HQ state.

Gary, you may just want to open up the case and see how bad the damage is. Maybe you can resolder the power connector yourself. And if it doesn't work (as long as your not too messy) I highly doubt the repair center would even care, they just want to get paid to replace the board.

Resoldering something like that should be pretty straight foreward. Just practice on an old electronic device. I feel for you, I have the same machine and got mine last november. I'd cry if my baby died on me.

Got a solution for you...

Write a letter, send it priority mail, get tracking on it. In it spell out all the problems you have with them and the run around they are making you through. Request a call so the matter can be solved.

1. Its a legal document
2. You can prove they got it
3. They know 1 and 2 and will assume you may be considering legal action

Send it to the address in the paperwork you got with your system, address it to Senior manager of Warranty Fullfilment or legal department.

Go through the chain of command then.

If you can't get a response right then and there, tell them you want to talk to their manager. And if that person can't give you an answer, keep going up.

Just be sure to have plenty of time - it could take hours on the phone using this method.

Whatever you do, don't let them hang up on you - keep them on the line as long as possible. This call-back business is just their way of keeping you in suspense as long as possible.

Keep us posted, I feel for you.... its got to be frustrating.

Has PCT replyed to you with any ideas(If not send Luke a PM)? They have their own repair center I think, maybe Phillips would send it to PCT.

Gary can you just use their shipping box and walk it in to ups and pay extra for insurance? I don't blame you I wouldn't send it out without insurance either..

good question.. for your peace of mind i'd just pay the 30 bucks..were talking what 2500 dollar laptop?

I will bet you once they get the notebook, they can't do anything with the HP parts.

You should ask whoever your shipping it through..but it is your laptop..I would assume you would get the money if its lost..

Good question- who gets the money when it's a pre-paid label? I worked for UPS for ~5 yrs, but you've got me on that one. If I was in the States right now, I could make a couple phone calls and probably find out for you. As it is, I'm not connected w/ my former UPS peeps via email. Syn's got the right idea, tho'- ask where you're sending it.

Personally, I think if there was a claim, it'd be the pre-paid label maker that gets the money (and also has to push for the claim- something to think about). My thought is that you, Gary, wouldn't be sending it. Phillips/Decision One would be since they're paying for the shipping. Just like if you package up a box and send it somewhere and have G'ma send it for you- she's not going to file a claim or collect just because she happened to be the last one holding it. Same w/ the pre-paid label; They're paying for it, so it's on them. That's probably why insurance is an issue. If you were sending it, then it's your dime and your responsibility. However, it's on their dime and we all know they ain't partin' w/ their dimes lightly. They're paying, so they're responsible, and they aren't willing to insure packages- pretty much means you're up the creek in regards to insurance if you use their method.

That's just my surmisal. Best bet would be to call the shipper and make sure. If it's UPS, call 1-800-PICK-UPS (then hit 0 to get an operator and skip the phone tree).

Yea I think i'd just take the hit on shipping and ship it myself...not using their prepay..sure you'll be out of 30-40 bucks..but in the case of a over 2k laptop.. i'd rather be able to do the pushing to get my money back..