Fujitsu Siemens laptop repair service, the whole damn saga

It’s probably worth documenting this somewhere, if only to demonstrate the appalling service provided by Fujitsu Siemens and Service Source in the UK.

Back at the end of September 2005 I bought a nice shiny new Fujitsu Siemens Amilo Pro V2045 courtesy of my brother’s company Systemagic, and all was well. However on 4th Jan it died, so I dropped it back to my brother who booked it in for a warranty repair which, we were told, would be a five day turnaround. The laptop was duly collected on the 5th and delivered to Service Source who deal with warranty repair work for Fujitsu Siemens in the UK.

A couple of weeks later we chased up the repair to be told that they needed to replace the CPU and memory. This had been fitted and the laptop was undergoing final testing and should be back in a day or two. This was a bit over the 5 working days we’d been told, but such is life.

On the 20th Jan we chased it up again only to be told that the CPU and memory hadn’t actually fixed the problem and that they needed to replace the motherboard. The parts now had to be ordered in and should arrive on the 23rd.

By the 1st February, it had been four weeks since my laptop died, and the replacement parts were still showing as due to arrive on the 23rd Jan. Something was amiss.

The 6th of February saw another bout of phone calls and email messages to Fujitsu, it turned out that they were still awaiting the motherboard, but the job had been escalated and the repair center had been told to fix it by the end of the day. However during a subsequent phone call towards the end of the day to check up on progress we were told there was nothing Fujitsu could do, we just had to wait for the replacement parts. However a glimmer of hope appeared when my brother contacted his old account manager at Fujitsu who provided some useful phone numbers.

The next day it transpired that it was Fujitsu policy to replace a faulty laptop if the parts were unavailable for ten days. Great we said, it’s been over a month now, where’s my replacement laptop? Fujitsu then stated that they wouldn’t replace the laptop, we had to keep waiting for the parts that were now due to arrive that week. The original delivery date of Jan 23rd was a random guess and was never guaranteed to be accurate. They did assure us that it would be fixed by the end of the week though, even if they had to cannibalise a new laptop in order to repair mine.

The 8th of Feb saw a minor miracle. The parts had finally arrived, the motherboard had been fitted, it was in final quality control testing, and would ship out that day. Except of course that it didn’t. It turned out the next day that there were additional problems with the machine, and they still had to do some work on it, however it would ship that day instead.

Finally it was February 10th, and my laptop finally returned, fully repaired, just over five weeks after it failed. I got home, plugged it in and started playing around. It seemed a bit more sluggish than usual so I checked a few things and discovered that it only had 256MB RAM in, and not the 512MB that it was supplied with. I checked the service documentation which stated that they’d replaced the CPU, two 256MB memory modules, the motherboard, and the LCD panel, which looked promising. However it then stated that the laptop had 256MB of RAM, and had been tested to confirm that it actually did have 256MB RAM. To say I was unimpressed would be an understatement. Alex promptly phoned and emailed his contact at Fujitsu with no joy, presumably because everyone had gone home early on the Friday.

Monday afternoon arrived and we got a call back from someone at Service Source who insists that they couldn’t possibly return a machine with the wrong amount of memory as their technicians were so good, and we should take the laptop apart and check. True to her word, after eventually working out where the second memory module was hidden, and theN how to get access to it, I discovered that one of the memory modules hadn’t been fitted properly. If their technicians are so good, how did they manage to fit the memory incorrectly, and then fail to notice this when they did the post-repair testing? So much for quality control.

So far Fujitsu have failed to apologise for the diabolical service, but Systemagic have offered me a very good deal on a memory upgrade to make up for the inconvenience despite it not being their fault, and having providing excellent service in chasing Fujitsu repeatedly for more information.

I certainly won’t be buying a Fujitsu Siemens laptop again which is probably no great loss to Fujistu Siemens, howeverI’ve advised the appropriate people at work not to buy any either, and given we buy quite a lot of laptops at work it’s a fair amount of business that Fujitsu Siemens have now ruled themselves out of. It’ll also make me very wary of buying any Fujitsu Siemens servers or desktop machines. I’ve nothing against the hardware, it’s actually quite a nice laptop, but it’s no good buying a laptop that will take over a month to be repaired in the event that anything goes wrong, and where it’s almost impossible to get any information as to the progress of the repair.

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2 Responses to Fujitsu Siemens laptop repair service, the whole damn saga

  1. Steve says:

    Have you invalidated the remaining warranty by opening it up.

  2. rjw says:

    Probably, but only because they told me to.