🚀 go-pugleaf

Hello,

I have a few problems with compaq's customer service and would like to
hear your comments on this and if possible a solution to the problems.
On November 26 I contacted Compaq USA through the Compaq website with
a question regarding the extent of the warranty of my Armada 110
laptop, because my cd-rom drive was malfunctioning. I was worried the
warranty would expire if I waited any longer. I wrote in the message
that I was going back to Belgium on December 23. I also mentioned that
I purchased the laptop in Belgium. The compaq guy told me the warranty
was valid till 1/3/02 (I just noticed that the year of this date is
wrong. Besides I purchased the laptop in December 2001 with a one year
worldwide warranty)

This is the case:


  Notes  26-Nov-2002 05:11 *** Performed by contact: Geoffroy Beckers,


*** NOTES 26-Nov-2002 05:11 clarify Action Type: Customer Notes
*** Performed by contact: Geoffroy Beckers

I have bought my computer about a year ago in Belgium. The cdrom drive
always started spinning again for no reason, but I could always manage
to play cd's and cdroms with no problem. Since yesterday the drive
does not seem to recognize any cd's. I will be in the US till December
22 and will be back in Belgium on December 23. The problem is not so
urgent, but I am afraid I will not be within the waranty period if I
wait to fix the problem when I'm in Belgium.

Could you give me a rough estimate how long it would take you to fix
this problem?  

  Phone Log  26-Nov-2002 06:48 Start = 11/26/02 11:45:10 AM, End =
11/26/02 11:48:01 AM, Contact = Geoffroy Beckers....  

*** PHONE LOG jcuenco Action Type: eSupport Update
Dear HP Customer,
Thank you for contacting HP eServices. 

The unit warranty will not run out till 1/3/02. Our repair facility
usually takes 3-5 working days in order to service the unit however
currently we do not have any of those CD-Rom in stock till December
2nd. I hope this information help you make a decision on what you wish
to do.

Regards, 
HP eServices
 

This morning I called Compaq about this and they said the warranty has
expired. I told them about the case I had opened on their site, and
they said I had to fax everything to them. I still haven't heard from
them since. I also told them that their website (
http://wwss1pro.compaq.com/support/warranty_upgrades/index.asp? ) says
that the warranty is valid till January 15

warranty status results  
 
Service Type End Date Status 
Parts 15 Jan 2003 Active 
Labor 15 Jan 2003 Active 



Because I did not hear from the belgian customer support I opened a
new case. Read it. I think you'll find this hilarious:




*** NOTES 27-Dec-2002 04:32 clarify Action Type: Customer Notes
*** Performed by contact: Geoffroy Beckers
Could you help me out? In the previous case I asked to repair my cdrom
and was told that I could do that in Belgium since the warranty was
valid until Januari 3 2003. I have called the Belgian customers
service of Compaq and they say my laptop is not under warranty
anymore. They asked me to fax my invoice and the previous case. I have
not heard from them since. Could you contact the Belgian customers
service and tell them my laptop is still covered by the warranty?
Thank you.  

  Phone Log  27-Dec-2002 06:42 Start = 12/27/02 11:42:44 AM, End =
12/27/02 11:42:57 AM, Contact = Geoffroy Beckers....  

*** PHONE LOG jcuenco Action Type: eSupport Update
Dear HP Customer,
Thank you for contacting HP eServices. 

I�m sorry Sir but the world wide warranty on your unit actually
expired on 11/16/2002. There is however still an extended warranty on
the unit however that is only covered under the United States borders.

Regards, 
HP eServices
 



*** NOTES 27-Dec-2002 07:04 clarify Action Type: Customer Notes
*** Performed by contact: Geoffroy Beckers,
Could you please read the comments from customer services on the
previous case: it clearly mentions that the warranty in Belgium will
not expire untill January 3rd. If I knew it would expire before that,
I would have had the unit repaired in the US. That was the point of my
question in the previous case. It is not my problem that one of your
colleages has given me bad information.

  Phone Log  27-Dec-2002 08:34 Start = 12/27/02 01:32:39 PM, End =
12/27/02 01:34:46 PM, Contact = Geoffroy Beckers....  

*** PHONE LOG jcuenco Action Type: eSupport Update
Dear HP Customer,
Thank you for contacting HP eServices. 

Yes Sir but you didn�t mention you where in another country other than
the United States. As I stated the extended warranty is only
applicable in the United States not in Belgium. 

Regards, 
HP eServices 




Could someone help me, please???
thank you for reading this long message

-geoff