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|Originally Published: Tuesday, 9 November 1999||Author: Stephen Morrow|
|Published to: enhance_articles_hardware/Hardware Reviews||Page: 1/1 - [Std View]|
A Product is Only as Good as the Company Which Supports It.
What good is a product without a good company to support it? Personally, I am tired of buying computer peripherals and having to fight with the company to have my warranties honored. The majority of the companies I deal with tend to be fair, and for the most part honest, but some of them are deceptive when it comes to support of their product.
That's why I would like to open a sub-section of Hardware.Linux.com, dedicated to exposing these companies who feel that their customer is only their responsibility until they actually buy the product. However, I need support to get this section going. Any readers who have had such problems, please send me an e-mail of experiences you have had of this nature recently. I will begin addressing these experiences one by one. Please include the following in the e-mail:
1. A case number if you were assigned one. 2. The name of the company. 3. The product which caused the problem. 4. Your name. 5. Any other information that might be helpful.
If you haven't had such an experience but want to comment on the addition of this section, just send me e-mail that says "Yes, I want consumer alert" or "No, this isn't really needed" in the subject line. To give you an idea of what will be done with your stories I will give you one of my own experiences.
I own a Sony Playstation, and have owned one for about two years. Not long back mine was stolen, and so I bought a new Playstation. This new Playstation did not work very well, however, and I called to collect on my warranty. When I called they went throught the usual "what's your name, how many games do you own, etc." session. I told them I owned 60 games, and my name was Stephen Morrow, and they preceded to give me some help at making sure the problem was actually a defect. Once they were assured it was a defect, they asked me for the model of my memory cards, etc, and asked if I had a Game Shark. I answered that, yes, I do have a Game Shark. At that time they said, "We're sorry, but your warranty is void." When I asked why, they said, "The Game Shark is not supported by Sony." Well, I can understand not supporting another company's product, but voiding the warranty seems somewhat ridiculous to me. I proceeded to tell them how upset I was, and that I did not know the Game Shark was not a Sony supported device. They refused to talk to me any longer, and cut me off.
This reflects very poorly on Sony. First, they cut me off, and you should never make your customers feel unwanted. Secondly, they expect their customers to know what is and isn't supported by Sony. I looked on most of my games, and I don't see their logo anywhere. It would have cost Sony almost nothing to make me happy and repair the Playstation, but they refused, and have lost a customer due to that. I have made a point to return all the Sony merchandise I have for fear they will treat me this way again. How can Linux users want to buy something made by Sony, and not have support? It's beyond me, but maybe Sony will get their act together and realize their customer is the customer even after the sale.
Please write me with your experiences at firstname.lastname@example.org. I appreciate all my readers' comments, and will address them as quickly as I possibly can.