The below is a letter I've just sent to PCTorque from their website marked as 'tech support'. Since I've had issues getting a response from them in the past, and since other people are in the market for a computer I though I'd post it here both to increase the chances of getting a response and sharing my experience with other people who may be in the market for a notebook -- public record and all that.
I guess my main complaint is 3000$ (2800$ and change) is a lot of money to be spent on a computer -- it's a luxury purchase. It's had unresolved problems since day one, looks bad aesthetically, and service is non-existent. To keep a luxury customer, there should be a quicker and more helpful response from the reseller.
On their favor - the screen is gorgeous, the computer runs great, and the keyboard is fantastic. The fact that it's extremely functional doesn't excuse this top end product from looking bad and having 'jalopy-like' features.
relevant information is in the last paragraph.
The letter follows:
I've bought my computer from PCTorque on 12/3/2005.
I had a battery die which I replaced. When I got the replacement battery, it's not charging. Also - the AC connector is quite warm to the touch (read 'hot'). This indicates that there's a problem with the voltage regulator or the motherboard.
I have 2 questions.
1) Has any resolution been achieved for those users that spent nearly 500$ on a defunct warranty service.
2) What sort of cost estimate are we looking at with replacing these parts?
-Campbell
P.S. I know you've talked to me before, and I know it's not your fault that the warranty company shut down. But seriously, I'm unhappy with this purchase. From day 1 the track pad doesn't work right, within a week the paint job came off from resting my hands on the hand rest (which is endemic to these units), the warranty company defaulted, and here, right at the start of year 2 I have voltage regulator issues. I'm not trying to be mean, but I'm not rich. I spent 3 grand on this computer, and it has a slew of problems -- what's more every e-mail I've received from you has started with an apology about how you're sorry about the long response. What's more -- besides telling me I'm out of luck, your company has done nothing to address these problems besides shrug and go, "sorry". I dunno what I want - I guess I want a way to get out of this box and recover a fraction of my cost, but I"m not even sure how to do that? I mean who wants to buy a 2000$ (or 1700$ or whatever) computer that has a discolored hand rest? My current expectations are that the e-mail won't even be answered. I hope against hope I get a reply that contains at least the responses to my two questions. It occurs to me that I should also post this message in the notebook forums.
Hope to hear from you.
-Campbell
I guess my main complaint is 3000$ (2800$ and change) is a lot of money to be spent on a computer -- it's a luxury purchase. It's had unresolved problems since day one, looks bad aesthetically, and service is non-existent. To keep a luxury customer, there should be a quicker and more helpful response from the reseller.
On their favor - the screen is gorgeous, the computer runs great, and the keyboard is fantastic. The fact that it's extremely functional doesn't excuse this top end product from looking bad and having 'jalopy-like' features.
relevant information is in the last paragraph.
The letter follows:
I've bought my computer from PCTorque on 12/3/2005.
I had a battery die which I replaced. When I got the replacement battery, it's not charging. Also - the AC connector is quite warm to the touch (read 'hot'). This indicates that there's a problem with the voltage regulator or the motherboard.
I have 2 questions.
1) Has any resolution been achieved for those users that spent nearly 500$ on a defunct warranty service.
2) What sort of cost estimate are we looking at with replacing these parts?
-Campbell
P.S. I know you've talked to me before, and I know it's not your fault that the warranty company shut down. But seriously, I'm unhappy with this purchase. From day 1 the track pad doesn't work right, within a week the paint job came off from resting my hands on the hand rest (which is endemic to these units), the warranty company defaulted, and here, right at the start of year 2 I have voltage regulator issues. I'm not trying to be mean, but I'm not rich. I spent 3 grand on this computer, and it has a slew of problems -- what's more every e-mail I've received from you has started with an apology about how you're sorry about the long response. What's more -- besides telling me I'm out of luck, your company has done nothing to address these problems besides shrug and go, "sorry". I dunno what I want - I guess I want a way to get out of this box and recover a fraction of my cost, but I"m not even sure how to do that? I mean who wants to buy a 2000$ (or 1700$ or whatever) computer that has a discolored hand rest? My current expectations are that the e-mail won't even be answered. I hope against hope I get a reply that contains at least the responses to my two questions. It occurs to me that I should also post this message in the notebook forums.
Hope to hear from you.
-Campbell
