Defective On Arrival Fujitsu P1510D - no joy

My Fujitsu laptop nightmare
A recent purchase of a Fujitsu P1510D has rapidly turned into a nightmare. It was Defective On Arrival (DOA) but I can’t get an exchange because of Fujitsu splitting hairs on policy.

Day 1 (May 2)
Go to retailer, order and put $300 deposit on Fujitsu P1510D. Retailer says it takes about 3 days to get in.

Day 2 (May 3)
Unknown to me, retailer receives delivery of Fujitsu P1510D from Fujitsu distributor!

Day 3 – Day 7 (May 3 - 8)
My Fujitsu P1510D sits unannounced at retailer. Boo hoo.

Day 7 (May 9)
Call retailer to get ETA on Fujitsu P1510D. Retailer says it is ready to be picked up. After work, I excitedly rush over to retailer, pay $1700 balance and pick up brand new Fujitsu P1510D. Beautiful music starts playing, I am all aflutter but I have plans tonite so I have to leave the laptop under the Christmas tree. My date keeps asking what is on my mind. I don’t tell her it is a Fujitsu P1510D.

Day 8 (May 10)
After work, come home, eat, then carefully remove new Fujitsu P1510D from packaging. Spend hours reading manuals, copying Fujitsu P1510D CD and DVD material to portable hard drive to transfer to Fujitsu P1510D (it has no optical drive). Then spend hours installing those applications and my own applications and transferring data from my old laptop to Fujitsu P1510D. Go to sleep tired but satisfied most of the hard work is done.

Day 9 (May 11)
Spend hours configuring applications and Windows XP Tablet Edition, and learning all about tablet edition which I’ve never used before.

Day 10 (May 12)
Gingerly bundled up in bubble wrap to put in to 12” laptop case and delighted see there is so much room still, this is a nice small unit, take laptop to work, show it off. It’s a hit.

Day 11 (May 13)
Using Fujitsu P1510D at home after work, its in laptop configuration and then suddenly the lovefest comes to a screeeeecching halt…… the screen suddenly turns solid pink/purple and unresponsive to touch, keyboard, mouse and although the laptop kept running – what the heck!! My heart is racing faster - it was like the blue screen of death, except Fujitsu’s death color was pink/purple color! Oh no! After a few minutes of sweating, I reboot, praying that it comes back and it does. But I am still freaking out, because who wants their newly purchased $2000 laptop to be defective.

I then realized what I previously assumed was a problem with my tired eyes or bad room lighting, when the screen often appeared to be slightly tinged pink/purple. It’s a small touch screen so I thought, ok this the Fujitsu P1510D is lower quality. But after the screen suddenly turned solid pink/purple, it clicked, and I realized that the screen was defective and I really was seeing the pink/purple tinge!

I immediately went to Fujitsu site, and connected with Fujitsu support on their online support chat. I registered with the support tech, described the issue, guy said it was probably loose LCD wiring, and said I should bring it for repair. I was pretty upset because I just bought the thing and it was defective from the get go. But what are you going to do right?

Day 12 (May 14)
Today is Sunday, I can’t do anything about it today. Put the laptop away and don’t think about it.

Day 13 (May 15)
Early this morning before work, I called Fujitsu's customer service 1-800 number (the person told me I still wasn't registered so I spent the 10 minutes registering for a second time). I called to ask about the procedures for getting the issue with my new Fujitsu P1510D addressed. He gave me the name and address of a repair shop in Vancouver. After work I go to the repair shop, to inquire about when they could look at new but sadly defective DOA Fujitsu P1510D. Their queue for service was minimum of 7 days but guys says I should talk to retailer to get exchange. So I called the retailer who said sure no problem, they would do a swap, and they checked to see if Fujitsu had a replacement and told me to bring laptop back. After a busy day at work, I had to spend a many hours backing up data, etc and fret about all the timeI had spent setting up and customizing a ton of applications!

Day 14 (May 16)
Next morning, I returned the newly purchased but defective Fujitsu laptop to the retailer in original packaging. I email Fujitsu support to indicate that I am going to retailer to get exchange instead of RMA repair.

Day 15 (May 17)
I email the retailer the next day. They reply that Fujitsu was not going to exchange the DOA Fujitsu P1510D because 10 days had elapsed since it was delivered! Turns out Fujitsu had delivered laptop the day after I ordered, but retailer didn’t tell until I called 6 days later! This means I could have discovered my Fujitsu P1510D was a dud 6 days earlier!! Retailer responds that they will go the length with Fujitsu to get this resolved. I am beginning to sweat by now but what can I do right!

Fujitsu sends me two identical emails from two support reps, saying we understand your issue is resolved. I reply by email to indicate that that I really need their help to work with retailer so retailer can get exchange.

Day 16 (May 18)
Fujitsu replies with a form email stating essentially that if I had only purchased the laptop directly from them, I could get a DOA exchange 15 days after purchase. But, they say, as I bought it from a retailer, I am SOL. Go back to the retailer they say. The form email has an irritatingly condescending tone to it, and they seem to have completely missed my point that I am working with the retailer, but that Fujitsu is giving the retailer a hard time too, and that I need help! I can hear Fujitsu laughing at me ha ha ha you should have bought it directly from us! Tooo bad sucker! So after one online chat support, one telephone support call, two emails, I find myself writing another email, begging for help, clearly outlining the fact that I am caught in the middle of Fujitsu support and sales arms, without a laptop, and all I am getting is form mails.

Day 17 (May 19)
I have now gone as long, without my laptop, as I had it in my possession! This isn’t right or fair.

I get an email from retailer informing me that the person he normally works with at Fujitsu sales has left the company, and the next in line is on vacation. So, there is no one for the retailer to even ask about getting resolution.

[As an aside, the retailer is sending me detailed updates and is on my side to get exchange. Retailer is upset with 10 day DOA exchange policy (yes it is 15 days if you buy direct from Fujitsu, but retailer only has 10 day DOA exchange window). Retailer is also no doubt embarrassed about not letting me know my laptop was available for pickup. They were waiting for Fujitsu screen protectors I had ordered before calling me. Apparently, most other suppliers have 30 day DOA policies and they assumed Fujitsu had the same.]

I also get another carbon copy form email reply from Fujitsu exactly the same as the first two! Unbelievable. It seems they are not even reading my emails!

I am feeling complete helplessness, impotence and mounting anger … I fire off an email to Fujitsu basically telling them to go to hell and that I am upset at receiving nothing but shallow form email responses and quotes from policy manuals. I may be a drop in the bucket to them, but that laptop means a lot to me. I bought it to take on extended trip which begins next week. The cost of the Fujitsu P1510D may not be much to some, but for me it is dear.

Anyways, to anyone considering a Fujitsu P1510D or any other Fujitsu product, watch out for this Defective On Arrival (DOA) policy. Fujitsu will NOT give you an exchange if you discover your new Fujitsu laptop is DOA. They will give you an RMA but think about it, why should something defective right out of the box not be exchanged no questions asked?

To recap: I have paid for Fujitsu P1510D 10 days ago which I returned 5 days ago because it was defective. I am now without $2000 and laptop! I have no idea where my unit is. If the retailer is unable to get me an exchange, I will have to take back my defective unit, which has been tumbling around in warehouses and service counters. For all I know it has fallen to the ground or been banged around countless times. Then after my extended out of country trip, I will have to bring it into some repair depot or send it off somewhere to get repaired what should have never been given to me in the first place.

This Fujitsu purchase has turned into a real nightmare! I've paid $2000 and have no laptop and may have to accept a defective unit with unknown provenance...

Day 22 & 23 (May 23 & 24)

Day 22 & 23 (May 23 & 24)

All is still quiet on the resolution front.

The last word from retailer (or properly, "Fujitsu authorized reseller") ATIC Computers on May 19 said they hoped to get word back from Fujitsu yesterday or today. I replied to ATIC to notify them that Fujitsu support had escalated my issue, passing it to escalation team, and Fujitsu Canada. I also asked where the laptop I returned was and expressed my concern that if Fujitsu vetoed the exchange, I had about the condition and provenance of the unit while it has been out of my possession. However, I haven't yet received a reply to that email ...

On May 22, the Fujitsu support supervisor emailed me to indicate that he had checked on my issue status. He also indicated that he went to the online forums where I have been chronicling this, my first Fujitsu experience, and replied to a comment I had made in the forum. (So, yes, they are reading your comments here Fujitsu owners) I was told to expect contact from escalation team on Tuesday, but didn't. Maybe today (Wednesday) … ?

On May 22, I also sent the Fujitsu support supervisor an email apologizing for my grumpy email, and expressing my appreciation for his detailed review and reply to my issue, and for forwarding to escalation team and Fujitsu Canada.

It is now Wednesay10:30 am in Vancouver, so I hope to have ATIC contact me to come in and pickup a new defect-free P1510D.

But a bit more about that 10 day exchange policy:

If Fujitsu starts my 10 day clock on May 3. Well, it was on May 13 that I experienced the sudden pink/purple screen issue and did the online chat with Fujitsu support.

That is 10 days exactly. (in my mind, it is only 5 days because I picked P1510D up on May 8 but … )

But what really constitutes 10 days? Does the unit have to be in Fujitsu's hands within 10 days? Or in the reseller's hands? Postmarked within 10 days? Or does the issue have to be posted within 10 days? I don't know.

BTW, on May 3 I told the support online that I picked up my new P1510D on May 8. I am curious as to why he didn't mention that I might be able to get the unit exchanged instead of the RMA since that would have made it appear to be well within the 10 days?

Would it have helped if internally, sales and support, were communicating? Would it have made a difference if the sales could see that I had indeed reported issue on May 13 and met the 10 day requirement? This is why I have been going through Fujitsu support to get them to close the loop internally with Fujitsu sales to let them know that the issue was technically identified on the 10th day (which was only the 5th day as far as I am concerned).

Anyways, May 3 was a Saturday later in the afternoon. Had I known about the 10 day thing, I might have been able to dash over to ATIC, and get in under the wire. However, I didn't, and likely couldn't have and besides, all my data was still on the P1510D (which I had earlier spent hours over days to get on).

Sunday, ATIC was closed, and Monday I went to Fujitsu authorized repair shop who said, why don't you just exchange the thing. ATIC, Fujitsu authrized reseller immediately agreed. So, I did get the laptop to ATIC until May 16 which is 13 Fujitsu days. Presumably Fujitsu got it that day too because I got it to ATIC first thing in the morning.

But it kills me that Fujitsu, presumably even after hearing that I didn't pick the damn thing up until May 8 (because ATIC hadn't notified me) didn't just say, no problem, and do the exchange right then and there, instead of making ATIC go to someone higher up to get it approved.

I have learned that the reason ATIC weren't aware of the 10 day limit is that they have never had a DOA Fujitsu unit before. This says they either a) don't do a lot of Fujitsu sales, or b) Fujitsu is that good. From what I can tell, ATIC does nothing but volume. So, it must mean that Fujitsu is that good, although it doesn't help me because I got the one that slipped through the cracks.

Joy.. finally!

Joy, finally !..

.. I picked up a new replacement Fujitsu Lifebook P1510D Thursday May 25 from ATIC Computers.

The short of the skinny is this:

Day 23 (Wed May 24) Today about noon, I called ATIC to see what was happening. ATIC told me that they had just had contact with someone at Fujitsu Canada who could authorize the exchange, and that Fujitsu wanted ATIC to fax over the receipt showing I had purchased the unit on May 8.

However, at noon Wednesday, ATIC said it appeared it was approved and that this was just paperwork. ATIC said that when they got the authorization/credit paperwork, they would put the order in for the replacement unit, and it could be at ATIC within the day.

This was good news but I wasn't holding my breath. I wanted the replacement laptop in my hands before I could relax.

Day 24 (Thurs May 25) Called ATIC at about 4 pm to find out what had transpired since yesterday. Guy puts me on hold, says he is going to check to see if it is in. A minute later he comes back on and says it is in and to remember to bring my receipt. I rush down to ATIC after work, and there is a new replacement unit waiting for me. I also pay for the Fujitsu screen protectors (3M product .. more on those in a second) I had ordered when I ordered the P1510D. Anyways, I go home, open the box and indeed it is a new P1510D.

The replacement P1510D is as beautiful as the original one was when it came out of the box. But the replacment screen is noticably brighter and the pink/purple tinge has not yet appeared. So, I am beginning to breath easier. I spent THursday and today (Saturday) loading up software and data and doing customization and mods.

I bought a 10 pack of the screen protectors that Fujitsu sells for the P1510D. While I read this in a post before buying them, these 3M screen protectors are about the width of the stylus (which comes with the P1510D) too short, so that the screen protectors do not cover the entire screen which is kind of annoying.

I also ordered one screen protector from NuShield which is a different type that clips in under the edges of the screen and floats over the screen while the Fujitsu 3M type adheres to the screen. I haven't tried the NuShield yet, I was going to take the 3M screen protector off, but it is hard to get a nail under the edge to lift it up. I am going to leave it until I have lots of patience and time so I don't injure my P1510D's screen.

I thank all of you for your comments and for reading the posts I made. I have my doubts that this would have resolved itself the way it did if my story was not "out there" the way it was in the forums. I am glad that Fujitsu did the "right thing" which was to acknowledge that I did in fact purchase my P1510D on May 8 so that the 10 day period for DOA exchange applied. I also thank the Fujitsu service supervisor who did the detailed research and forwarded it to escalation team and to Fujitsu Canada. I am sure that was critical.

THere were many comments that ATIC Computers should've "done right by me" too. However, I was in contact with ATIC Computers, I heard their voices, and felt that they were doing what they could to get the issue resolved.

The fact that Fujitsu didn't have someone available to connect with ATIC was out of ATIC's hands. THe only thing ATIC could have done would have been to purchase a new P1510D on their dime, and give it to me, and get the exchange authorization/credit, on their own time, not mine. However, it is debatable whether or not Fujitsu would've done the exchange for them if I was out of the equation.

People have mentioned Portable One - would Portable One have coughed up a new unit in this situation and risked doing the exchange with Fujitsu on their own?

Well, at the end of the day, I think Fujitsu did the best thing because I like my Lifebook P1510D. If I am satisfied with it and I will extoll its virtues as I have done this issue. If Fujitsu proves to be as satisfactory in terms of quality and service as people say, then I will extoll.

Thanks again. Next time you see me, I will be the VancouverGladMan!