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06-23-2004, 09:43 AM
I am loath to post this but I feel compelled to inform this community of my warranty experience and why I cannont recommend Fujitsu to those who depend on their Tablet PC in their daily work.
First, my experience is not "that bad". I took my T3010D into an authorized local warranty center on 6/10/04 with the following problems:
1. Keyboard failure.
2. Dust under the screen.
3. Problem with charger connection.
4. Screen does not line up exactly when swiveled to close.
I have taken Toshiba machines to this same warranty center in the past and have always had my machine returned within a few days at most and sometimes within a day.
I picked up the Fujitsu today 6/23/04. It still needs a system board to fix the charger connection which is now failing to charge the battery at all. The system board isn't due in to the warranty center until after 7.6.04.
The problem is Fujitsu's inability to furnish parts to the warranty center quickly.
In my case I can afford to go out and buy a replacement machine (I bought an M205 C810 on 6.11.04. I just can imagine functioning as effectively without a Tablet PC for nearly a month!
In my experience Toshiba parts are either in stock or more readily available and that makes a big difference.
Just one man's opinion, your mileage may vary.
As much as i am happy with the tablet itself, i have to agree to you that their service is sub-standard. I will not use the fujitsu for my work-related stuff.
There is however, a positive feedback from one of the user who sent his tablet back for screen clean up. Is it really about luck ?
06-24-2004, 10:30 AM
...but really, should luck come into the equation at all? As a customer of a high end, corporate product, what we are looking for is a consistently good service. At the very least, a consistently adequate service is better than a goood/bad service depending on who you speak to. Fujitsu really need to sort this out, and decide what they are going to do about it. If their big fans (ie the people on this forum) are going to be abandoning their brand because of the poor C/S experience they have recieved, how are the the horizontal masses going to take towards the fujitsu brand. We know that when it comes to technology, brand image is a huge value added commodity. Just take the number of loyal Sony fans. The image and reputation of reliability and good service outways all other considerations for the average consumer, including price and technological performance. Therefore, if Fujitsu is to cultivate a successful business stragegy, they should really turn more attention towards consistent customer satisfaction, especially in the after sales area, which currently is under a lot of scrutiny.
06-25-2004, 08:18 AM
The thing that really gets me is that the Fujitsu (T3010D)is a really good machine. In some ways I prefer it to the M200. The Fujitsu seems sleeker,lighter, better balanced and has that conveniently recessed edge that makes it easier to grasp.
06-30-2004, 08:20 AM
What a shame you have had such a terrible experience. I have never had any problems with Fujitsu. In fact, they went out of their way to replace a tablet with a wonky wireless internet problem - they Fedexed a whole new machine to my hotel in Anchorage without waiting for the old one to be returned. I thought their customer service to be outstanding. Just goes to show you that you never know with these companies whether they will blow hot or cold.
06-30-2004, 08:38 AM
I want to reiterate that my experience really wasn't -that- terrible. I just can't be without a machine for an extended period of time due to my work. Overall, I think the T3010D is a great machine. I had a few problems but I think Fujitsu just doesn't have the market share to justify stocking spare parts in as many locations as might be necessary to turn around some repairs as quickly as I'd like.
07-19-2004, 09:38 AM
I thought I'd post an update. As you may recall, the motherboard ordered to fix the loose charger connection was due in to the service center (Richards Computer) on July 6. That date came and went. A few days later we were told that the motherboard was recieved but was "DOA" and another MB needed to be ordered. As of today, 7/19, it still hasn't arrived.
07-19-2004, 12:49 PM
I wasnt aware dust under screen is covered by fujitsu! so they are obliged to clean under the screen?
07-20-2004, 06:21 AM
Sorry to hear you have had this problem. I work for a Fujitsu VAR and I can tell you we keep adequate inventory to handle problems such as yours as quickly as possible. If you remain dissatisfied, I will be happy to help you out. Let me know.
07-22-2004, 09:04 AM
Thanks, dbplug. My wife picked up her Fujitsu today (I gave it to her). All fixed now. One day less than a month to get everything taken care of. Maybe the problem was the otherwise reliable service center (Richard's Computer). Hard to say now, but maybe I would have recieved a faster turn around if I sent the machine back to Fujitsu.
For the record, I still think the 3010D is a great computer.
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