I initially had a frustrating experience with the technical support center. After my first email, subsequent ones went unanswered, phone messages went unreturned, and my last two phone calls were disconnected, I'm told, accidentally. I sent a final email, describing my disappointing experience, both to the sales and technical support branches. I left my computer for 30 minutes to cool from my tantrum, then returned online, vowing to warn Computer Granny and other prospective buyers of my bitter experience.
As I was literally typing out my revenge, Ivan, my hero of the sales team, emailed a barrage of four messages. You have to realize that this was already an hour and a half past closing time in San Jose, which was why I decided I had already lost the fight. Anyway, Ivan apparently monitors the inbox 24/7 (he's answered multiple emails in the past after hours and on weekends within the hour), and in his spare time, searches out the web to make sure that no one has cause to speak ill of Laptops, Inc. Ivan had already seen my previous post on this site as well.
He assured me that he would take care of having my laptop slot repaired, and in fact, has made arrangements for it to be picked up and serviced as quickly as possible. I am impressed by his determination to uphold the fine reputation of his company, and am now ashamed that I was only a few keystrokes away from publishing what would have been a very negative review.
I will conclude that Laptops, Inc. is a company that appears to be very committed to keeping their customers happy in order to ensure repeat business, as well as positive word of mouth.