I've had a Fujitsu laptop for about 2.5 years now, bought it from Portableone and paid for the 3 year warranty. The hard drive failed last fall. I called and immediately got a very nice American technician who was very knowledgeable about computers, not reading a programmed script. Within minutes we had agreed on the problem, given me an RMA# and I shipped it back. I had my laptop back with an new hard drive within the week.
I hadn't actually used the laptop much since I got it back, was planning on handing it down to a friend. So I fired it up and started updating the anti-virus software when it suddenly shut itself down and refused to respond to any commands.
I called the tech line, again got a very knowledgeable American tech. He asked me a couple of questions and said, "Well, if it won't respond at all, you'll need to send it in" and gave me an RMA#. I shipped it Thursday, they received it yesterday, and now I have an email that it is on its way back to me already and should be here in 1-2 days.
That's unbelievably good customer service in my book. Unheard of actually. I can't imagine having a better experience. No waiting on hold, no trying to understand heavy accents, no trying to explain to someone who doesn't know anything about computers or isn't allowed to deviate from the script, no hassle about getting an RMA, super fast turnaround, and quick shipping.
I've mostly been buying Dells because I preferred the feature sets, but the customer service experience I've had with Fujitsu has me now searching for any way to stay with their products.
BRAVO!
I hadn't actually used the laptop much since I got it back, was planning on handing it down to a friend. So I fired it up and started updating the anti-virus software when it suddenly shut itself down and refused to respond to any commands.
I called the tech line, again got a very knowledgeable American tech. He asked me a couple of questions and said, "Well, if it won't respond at all, you'll need to send it in" and gave me an RMA#. I shipped it Thursday, they received it yesterday, and now I have an email that it is on its way back to me already and should be here in 1-2 days.
That's unbelievably good customer service in my book. Unheard of actually. I can't imagine having a better experience. No waiting on hold, no trying to understand heavy accents, no trying to explain to someone who doesn't know anything about computers or isn't allowed to deviate from the script, no hassle about getting an RMA, super fast turnaround, and quick shipping.
I've mostly been buying Dells because I preferred the feature sets, but the customer service experience I've had with Fujitsu has me now searching for any way to stay with their products.
BRAVO!
