Can It Not Be Fixed? It Has to be Replaced?

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Google Earth = Keyhole * Microsoft Flight Simulator

You know, it is rare that I come accross bad customer service, and even though this isn’t bad, it sure is irritating. Ok, so I burned a few DVDs after getting my computer, five days later I wake up, and guess what: the eject button on the dvd/cd tray isn’t work. I have no way to eject it, I have tried the pin thing, you name it (have done everything except open the box which would apparently devalidate the one year warantee).

I ring up Compaq, explain the problem, and they only have one solution: replace the whole thing [including the 17″ flat panel which comes with a seperate box and have no idea at all why]. Oh, come on! I just spent the past five days getting back my computer back, my settings, my fonts, my themes, my programs, my bookmarks, everything, and just because of a button, I have to replace it. I ask if they can fix or replace the CD drive instead of the whole thing, and the tech support guy wonders, and then says “we can, but it will take longer and it is recommended that you get it replaced”. Now I’m stuck. I can’t backup my current hard drive because the dvd drive itself isn’t working, if I get the button fixed I’ll have to wait long, if I go with the suggested option which is to replace the thing it’ll get me ‘restarted’ literally and I have just spent the past five days getting everything back.

What do I do? I decide to go with the replacement option, two reasons:

  • My current model is the display model, the store ran out of stock, which MAY have caused the button problem (the button wasn’t that flexible anyway, the first few days it was working).
  • It’s the quickest way to go — with Compaq standards, that is.
  • Now if you’re a Compaq employee reading this, I know you would be pissed off either at me for saying such things or the tech support people, if you know of a better way to have dealt with this, but what I really wanted way a simple response “Yes, we can get the drive replaced, just go to your nearest technical store , XYZ, give them such and such information/number, and we’ll tell them to have it replaced.”

    Easy, the time is 5PM, I would go, get it replaced, done. Now I’ll have to wait for another five working days, and upon that, when it does arrive, I’ll have to get going. Once again. Some award-winning tech support, eh?


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