Computer warranty: Medium

The end of the year is always a time of strong competition among computer stores with a series of promotions appearing. When price and product quality are not significantly different, buyers will mainly be interested in after-sales services of companies.

Warranty service is considered an important step in creating reputation for every business, especially those specializing in electronics and computers. However, not every store is good at this step. " In the past, I bought a hard drive on Cau Giay, but the computer did not 'receive'. I took it to the store but for a month, I made a phone call dozens of times. They finally told me to wait, and they came to get it. ", Luu Bach Viet, a graphic designer in Hanoi, said.

Similarly, Nguyen Quang Hien, network administrator of RMIT, recounted the purchase of RAM at a large store on Ly Nam De Street: " I plugged in the machine but did not run, switching to another RAM is still normal. I have to say that I am a resident of the industry so I know that RAM is difficult or even impossible to fix .

Normally, computer distribution stores in Hanoi have a fairly clear policy of circumstances and are not covered by warranty. Moreover, the warranty has been much more open than a few years ago, as Mai Hoang Company accepted to settle for customers in case of IDE hard drive or DTIC computer supermarket free warranty at home. (usually companies require signing a home repair contract of 15 USD / year). " Nobody when buying goods wants to have a breakdown later. In the possible case, the company will try to prioritize to ensure the highest interests and create a sense of comfort for customers, " said Nguyen Ngoc Phan. , Deputy director of DTIC, said.

Agreeing with this view, Anh Ngoc Co. acknowledges that " warranty is a relatively sensitive issue " and it is not easy to fulfill all commitments. A store that was praised the day before for its thoughtfulness might be harshly criticized the next day. In many situations, the cause of the warranty situation under the eyes of people sometimes comes from the buyers themselves.

The reporter also witnessed the case of a heated argument when a guest brought a "case" of a computer to an electronics store on Quang Trung Street. The employee checks and confirms that the chip is broken due to the user's fault so there is no warranty. However, this guest was angry and affirmed his family " no one is knowledgeable about technology so he does not remove it and do it ". In fact, Intel's chip pins are inherently weak but it is difficult to naturally bend or break if they do not move, however, the store still decided to transfer this case to Intel for consideration.

Ms. Le Ngoc Anh, website manager of CMS computer company, said they received a lot of calls on the hotline complaining about awkward situations like " my LCD screen is dead" 2 pixels but not changed ", while the company requires 5 points or more to die . Many other shops have a bad crying scene because buyers are not provided with enough information so it is difficult to sympathize or crook, not to cooperate. Some people often remove the hard drive and RAM but do not preserve well, leading to scratches or water splashes during travel. When the staff asked, they did not dare to tell the truth because the " fear of not being guaranteed " mentions led to a long inspection. If the store finds the cause and doesn't solve it, they immediately show their displeasure and attributed the company to " doing nothing ." Even, there are guests who criticize the store just because "you are responsible for receiving complaints that look . too bad".

There are also a lot of troubles around warranty issues that come from the store staff's service attitude. Many people appear impatient and uncomfortable with questions of customers. Not to mention a few computer stores in Hanoi still keep the thought of " take children away from the market ", sell the goods is finished, if there are problems later, settle through the speaker, get the rate. Mr. Le Thanh Nam (Phap Van apartment, Hanoi) said: " Once I bought a mainboard but it was broken for a few days. The store they accepted was changed (many companies agreed to replace new items if they had problems within One month from the time of purchase, but said no goods, once they finally gave me an old mainboard, I have to sweeten the Sapindales .

Nguyen Quoc Dung, accountant of an import-export company on Tran Binh Trong Street, is in the same situation when Seagate 20 GB has a problem after less than a week of use. The shop in Chua Boc asked to wait and for the reason that 'the goods have not arrived' and 10 days later, it will be returned with an old drive. " In computers, hard drives and CD-ROMs are the two most physically active parts, so even though it can still run well, second-hand items cannot match the newly stamped goods ", Dung Dung bare.

The problem in warranty is still a small part due to the level of repair staff. " Technicians fail what they bring to fix it, but if they don't know, they will bring the case to the store. If the testers are not connoisseurs, they have to wait for time but they must not have found the right disease. " , Mr. Hien explained. Those who are fortunate to meet skilled professionals or who are in charge can be assured that they will be dealt with quickly and without much trouble. However, "god" will soon have to call heaven if his belongings are " crippled into dead ends " or receive empty promises from employees who are incapable and irresponsible, such as " go ahead, when If I fix it, I will call you immediately ". After all, people who spend money calling to contact day after day are still customers. " For those whose work needs to use computers as often as I do, this situation is very different from disaster ," Hien said.

Another reason affecting the quality of warranty is when small shops cannot be repaired, they must deliver the goods to the main dealer. This exchange and transportation process is not always smooth. There are cases where the company avoids warranty by deliberately affixing stamps into easy-to-tear locations such as screws, edges . Or in another situation, the technician checks and confirms the client's computer. no matter what. This situation often occurs with RAM, which has a lot of memory, so it is difficult to detect failure if running a few programs. Some people have taken advantage of that feature to not swap RAM for guests and explain that this is a " software error ".

" Customer trust for a company can be completely consolidated or collapsed at the end: warranty. I am considered 'god' but sometimes deprived of 'little happiness'. "that ", Mr. Viet said happily.

Hai Nguyen