Member of Computer Link Network
Member
of Computer Link Network
Why I Hate Packard Bell
Join the fight against defective computers You are among Since January 22, 1998 My Packard Hell Story |
I purchased a Packard Bell Platinum 4400, 6.4gb, 32mb, 266 MHz on November 7, 1997 from Best Buy #162 located in Brooklyn, Ohio. I also purchased a Mustek scanner and a Hewlett Packard Desk Jet 1000c. This entire set up cost me close to $4000.00. After about two weeks of having this computer, it started giving me problems. It would lock up, run slow, stutter through menus and programs and give various error messages. It wasn't happening in one program, it was happening in all programs. I first contacted PB on or about 12-6-97 for the first time. I explained my problems to a technician. He told me I had two options; format the hard drive or purchase software that would speed up and optimize windows. This seemed ridiculous to me. I had only had the computer for 1 month. I need to buy software to speed up my computer? This didn't seem right. I worked on the computer for a few more hours and then called PB back again. I explained to another technician my problem. He read my notes and asked me a few more questions. He then suggested I might have a problem with the scanner card, (I had paid Best Buy $40.00 to install a SCSI card for me at the time of purchase). At the time I wasn't too familiar with SCSI cards and parallel ports. I know the difference now. He configured some things over the phone and told me to try that to see what happens. I did, but my computer still was not working properly. I then contacted the store where I purchased the computer. They were less than willing to help also. I had to fight and argue to get someone to come to my business and check out why my scanner was causing these problems. On 12-10-97 a technician from Best Buy came to our office to look at the scanner as per advisement of PB. I felt really ignorant when he told me my scanner was a parallel port, that there wasn't a scanner card installed in the computer. I was quite upset, especially since the store had charged me $40.00 just to install the software for the scanner. I could have done that myself. At that time I was unable to run "defrag" and "scan disk". Something was writing to the hard disk at the same time. It wasn't the scanner. Who knows what it was? The technician formatted the hard drive for the first time that day. I had made copies to 1.44 hard disks of the files I had created. I had scanned a lot of pictures, some I couldn't copy they were so large. But that wasn't a big deal. My main concern was getting my 30-day-old computer fixed. So I thought. The technician then restored the computer to its original condition. It seemed to be working fine. Within 4 days the computer was locking up, giving "illegal operation" errors and "invalid page fault" messages. I was very frustrated. I called PB again. I asked the technician why I was getting all of these errors. His response to me was "We build thousands of computers and cannot manufacture them to fit every person." That seemed to be an insult to me, like it was my fault. He configured a few things for me and told me to try that. Why weren't these things configured at the factory? That didn't work either. I called PB again. The technician was checking things once again and asking me various questions. Before I realized what he was doing, he was formatting my hard drive. I hadn't had the opportunity to make copies or backups of anything I had saved. I sure did learn a big lesson. "Make sure you have everything saved before you call PB." I then restored the computer back to its original condition. I had installed software previously, namely; Microsoft Publisher, Microsoft Picture It, One Write Plus and Select Phone. I had also downloaded WinZip and some authoring tools from Microsoft. Everything that had been downloaded was certified. I wasn't downloading junk from the internet. I frequently ran a virus scan, defrag and scan disk. Nothing was helping. Everything they were telling me, I was doing. On 1-6-98 I again was having problems with my computer. It had only been a few days since I had last formatted my hard drive. This whole situation was outrageous. It had been 60 days since I had bought this computer and I spent more time on the phone trying to get it fixed, than I spent doing work on it. Yes, it was bought for the company I manage. I had plans of doing all of the accounting on it, creating calendars for the racers my boyfriend knew, putting up web pages on the internet for the businesses and much more. It took me six months to convince my boyfriend we needed this computer for our office, and I haven't been able to spend six weeks using it. Needless to say, he is not a happy person and neither am I. Back on the phone with PB, I was told they had done everything they could. They thought that maybe it was the Master CD that installed all of the software on the computer. The technician decided to send me a new Master CD. This was on 1-6-98. I asked how long it would be before I would receive this new CD. He told me it would ship out in the next couple of days. The company is located in California and I am in Ohio. It takes at least 3 days for regular mail. I asked if it could be sent overnight to me. That was not possible. Of course. So, I was looking at another week before I would have another solution to a problem that no one could figure out. I tried to make it through until the CD showed up in the mail. On 1-10-98, the computer was giving me many problems again. I called the store where I had purchased it. What an ordeal that was. The General Manager really could have cared less about the $4000.00 I had spent at his store just on the computer, which this is the second one I have purchased, or the 3 television sets, the 3 VCR's, along with a home theater system, super Nintendo, many video tapes, video games and accessory equipment. I have spent many thousands of dollars at this store and he didn't want to help me. I wasn't important enough to him until my boyfriend threatened to give him some free advertising on all 3 of the local news stations. He then relented to have his technician come out again to look at my computer. The technician showed up on 1-12-98. He performed various tests on this fine piece of machinery I had bought. He wasn't able to perform a system check. All of the other tests he had performed checked out OK. He said it wasn't anything I was doing either. I was using the computer properly. In the mail that day I received the new Master CD. As soon as the technician left I called PB. I informed them that I had received the CD and I wanted them to walk me through the formatting process, so it was done properly. I didn't want to do anything wrong. They walked me through the process. Less than one hour after the third time formatting the hard drive, I was getting messages that said "Bad Window". There were like 6 or 7 different "Bad Window" messages. This was a new error on me. I hadn't seen this one before. Here I was back on the phone with PB again. Once PB gets to know you, you are given a reference number. It seemed that once you got one of those you were marked. Someone would answer the phone right away, you give him or her your reference number, and then you're on hold for 45 minutes to an hour. The more I called PB, the longer I was on hold. Some coincidence. I believe that reference number marks you as a hassle call. This is an alert to the technicians, "It's her again." A couple of the technicians I spoke with were very polite, but not all of them. PB decided there was nothing more they could do for me. They ran tests, but everything checked out fine. Everything was not fine. There was something seriously wrong with my computer. I was told a senior technician would call me back within a half-hour. He did. He told me he wanted to replace the motherboard, video card and hard drive. I was very confused at this time, I wanted to have my computer fixed, but now I was hearing very bad things about PB computers. I decided to give PB the benefit of the doubt. I told the senior technician to go ahead and order the parts. He explained the process to me. I was to receive a phone call from their in home technician sub contractor. I did receive those calls. On 1-16-98 the technician called to make an appointment to install the parts at PB's request. He came on 1-17-98 to perform these tasks. I worked on the computer vigorously before he left. It seemed to be OK. It was stuttering a little bit, but I was copying files from my hard disk to the hard drive. I opened as many windows as I could. It seemed to be working. In less than 10 minutes of the technician leaving, the computer locked up. I had closed all the windows I had opened, then tried to create a document in MS Works. This was the worst it had ever locked up. The clock even stopped working. Once again, I was on the phone with PB. Would this ever end? The technician I spoke with this time was very considerate. He felt sorry for me. He said my option was to have PB take the computer to their service center to be thoroughly checked. This would take at least a week, but he was not sure exactly how long. There was never a mention of a replacement while they had my computer. He had all the notes in front of him of all of the problems that I had had. I explained to him that I was ready to return the computer to the store I purchased it at, but that I needed an authorization from PB to do so. He told me that his department could not give such an authorization. He gave me the number to customer service to call. I tried to call but it was a Saturday and they were closed. How typical. So I waited through the rest of the weekend and attempted to call first thing Monday morning. From 8:00 AM to 11:00 AM it was impossible to get through to the customer service line. There was a recording telling me they were handling a very high volume of calls to either contact them through the internet, they would respond within 24 hours or to try back at a later time, then I was disconnected. I wasn't even able to sit on hold for 2 hours anymore. After several attempts, I finally got through to the customer service operator. I gave him my reference number, (big mistake), and explained that I wanted to return the computer to the store. He told me that was not possible. I insisted that I speak to his supervisor. He then transferred me to "executive liaison". They have a department to handle irate customers. PB must have a lot of irate customers. This man was very abrupt with me and told me under no uncertain circumstances would I be given an authorization to return my computer. I asked to speak to his supervisor. She was out of the office (but of course). I told him I wanted her to call me back. He said he could tell her, but he wasn't promising me anything. How nice of him. I explained to him that the store would not accept the computer unless I had an authorization. He said that was between the store and I. Isn't this a wonderful country we live in? A major corporation can put the screws right to you and the retailer will back them up. I contacted the warranty company that I purchased the extended warranty from on 1-20-98. As far as I see this falls under their "No Lemon Policy". Their decision is not to cover the computer under this policy. As far as they are concerned, I have only had my computer worked on one time. Which was when they replaced the motherboard, hard drive and video card. I have also contacted the credit card company to dispute this defective merchandise that I have purchased. I have filed a complaint against Best Buy and Packard Bell with the Better Business Bureau and the Attorney General. I am awaiting some responses. As of this date, (1-20-98), I still have a computer that doesn't work properly. I refuse to be taken advantage of. I am seeking action. Sincerely, Randa Myers |
I called PB again on 1-21-98 late in the afternoon.They have a new number. This one won't let you hold. It tells you to call back later. If you have a rotary phone, you can hold for a technician. It only took 10 minutes to get through. That's a record. I stayed on as if I had a rotary phone. Who has those anymore anyway? I wasn't going to keep calling. Now I was talking to an outside technician. This was his second day. I wanted to tell him to look for another job, but didn't. He was very nice. So was I. I went through all the tests again. No help. As far as they are concerned, there isn't anything wrong with my computer. Yeah, Okay. They gave me an authorization number to take the computer to their local service center. I wasn't supposed to call them for 24 hours. This morning (1-23-98), I called the service center. They had no idea what I was talking about when I told them I had an authorization number. And this was a surprise to me? PB made me wait another day for nothing. I was told by the service center I could bring it in today. They would look at it in the next 3 business days to determine what parts it needs. The service center will then contact PB. PB takes 7 to 10 to ship the parts. So I'm looking at around 2 weeks without my computer. I have a business to run. Is this a conspiracy or what? While I was on the phone I asked the technician if he worked on alot of PB's. He said he 60 or 70 sitting there waiting to be worked on. That show's alot for PB. The question is: Do I suffer with this stupid thing locking up, running slow, and giving errors? Or do I take it to the service center and let them keep it for 2 weeks? If anyone has any suggestions, feel free to email me. Thanks, R.M. On 1-27-98 I received a phone call from Packard Bell/NEC ragarding my computer. This call was prompted from my complaint to the Better Business Bureau. I explained my story once again to this man. He seemed to be very eager to please me. After he listened to my short version of the story, he made me an offer. He would replace my computer with a comparable one (if one is available), or refund me my money. The problem with both of these options is; I will still have to be without my PC for 3 to 10 days. If I accept the replacement, I have to send them the junk one I have now. When they receive it, they will send me the new one. If I choose to take the refund; once they receive my computer, then it takes 10 days for me to receive my refund check. It is a viscious cycle. I can't win in this situation. I was told they were going to look for a replacement for me, that someone would get back to me on Thursday, January 29, 1998. In fact they did. They do not have a replacement in stock for me at this time. I am giving them until Monday, February 2, 1998 to have a suitable option for me. My biggest question in this situation is; Why won't they let me take the computer back to the store where I bought it. It would be the best solution for all of us. At least that's what I think. Until next time. R.M. |
| February 20, 1999 Packard Bell conceded and took back the computer and replaced it with the one I have now. Another piece of junk. This one does the same thing. I am thoroughly convinced that I will never have any satisfaction from this situation. The only thing that I can accomplish is this: I am making people aware of the possible problems they could have from purchasing a Packard Bell. If I convince just one person that they should buy a different brand of computer, then I will be satisfied. I received an email recently from a jerk that said he was a "profesional" (note the spelling). He tried telling me that the whole problem was with Windows. I do not believe that. I will never believe that. He sent me threatening emails, because I told him he was in ignorant jerk. He was going to get all his buddies to blow up my site. Well it has been a month now, and you can see for yourself that it is still here. He must work for Packard Bell, and have a real important job. He was performing "Job Security". If you notice, anything that comes with a new computer, such as software, has material included that reads "if you have any problems with this product, refer to the manufactuer of your PC." What does that tell you? If you call the manufacturer, they tell you they do not guarantee any software that comes with the computer. So, what is the sense? If anyone has any INTELLIGENT comments on this page, please send me an email. BTW: The CD rom drive just took a poop. Best Buy is going to fix it. But it is going to take 3 to 4 weeks to get the part from PB. Go figure! Until next time. RM |
|
More LINKS: another PB Hater | Yahoo gave us our own page | Enter a $1000.00 Drawing |
