Travel Technology - Is there good laptop service?

I’ve had it with Toshiba. I base this conclusion on the latest of many service debacles. Yesterday I called them with a problem and two separate techs seemed clueless as to how to diagnose it. (Shockingly, an independent IT consultant I called had me do all sorts of interesting things like starting in Safe Mode, using Windows Restore, etc.)

What’s more, Toshiba is either incompetent or sleazy. You pay for “express” service but once you convince them you need it, they insist on sending you a BOX in which to ship your computer back. Never mind that I already have two Fed Ex laptop boxes! The excuse from the second pinhead was that if I went to UPS (at their expense), that would only be two-day service. I suggested he just authorize one-day service and he said he couldn’t.

Two days lost.

Then, of course, Toshiba promises you (in return for your money) a 24 hour turnaround. The last time this happened (September, making this second repair in three months outrageous) they got my computer on a Wednesday and didn’t ship it until Friday night so I didn’t get it back until Monday afternoon.

I see that Sony offers onsite service. Has anyone had experience with it?

My criteria for good laptop service:

1. Telephone Tech Support needs to understand and speak English fluently;
2. Tech Support should be knowledgeable about both hardware and software;
3. The computer company should make good on its promises.

I’d like to buy my next computer from a name-brand company, e.g. Sony, Lenovo, HP/Compaq, Panasonic, etc.

Please share with me your personal experiences, good or bad with any computer manufacturers’ service and tech support departments.

I quite loath dell products these days, espically their laptops....
But, that being said, I've had dell on site service come to my house more than 6 times in the past 3 years to service my (company owned) work laptop. They are prompt, professional and easy.

Most of the time they don't check anything, if I called in a bad motherboard they dont even run diags....they crack the case, replace the mobo, update the bios and leave. I've had 2 keyboards die...they show up, swap the keyboards and leave in 10 mins...
almost every time they make a comment to the effect of "I just came from the airport where I picked this part up..."

I dont know what my company pays for the service or how the contract is structured, but its great...

now, if I could just get them to buy a macbook for me then I may never need service...but thats another thread.

I'm very happy with my Sony Vaio. I've had to have it worked on twice--- once because one of my dogs knocked it off the coffee table and jarred around some of the innards, and once because the monitor backlight burned out. Both times were within the basic warranty that was part of the purchase price (I refuse to buy an extended warranty on any computer stuff) which I believe runs for 12 months. Both times I called Sony, they do not have an authorized dealer in my area (which is weird because I live in DC) so they sent a mobile tech out to fix my laptop at my convenience in my home. Next day appointments, problems resolved on the first visit, and no charge to me. I am so happy with this service that I will probably be a loyal Vaio purchaser forever.^ ^ ^

I'm very happy with my Sony Vaio. I've had to have it worked on twice--- once because one of my dogs knocked it off the coffee table and jarred around some of the innards, and once because the monitor backlight burned out. Both times were within the basic warranty that was part of the purchase price (I refuse to buy an extended warranty on any computer stuff) which I believe runs for 12 months. Both times I called Sony, they do not have an authorized dealer in my area (which is weird because I live in DC) so they sent a mobile tech out to fix my laptop at my convenience in my home. Next day appointments, problems resolved on the first visit, and no charge to me. I am so happy with this service that I will probably be a loyal Vaio purchaser forever.^ ^ ^

Thanks for the positive feedback on Sony.

I am curious why you never buy an extended warranty. I have yet to own a computer that did not need service after the original warranty was up.

I’ve had it with Toshiba. I base this conclusion on the latest of many service debacles. Yesterday I called them with a problem and two separate techs seemed clueless as to how to diagnose it. (Shockingly, an independent IT consultant I called had me do all sorts of interesting things like starting in Safe Mode, using Windows Restore, etc.)

What’s more, Toshiba is either incompetent or sleazy. You pay for “express” service but once you convince them you need it, they insist on sending you a BOX in which to ship your computer back. Never mind that I already have two Fed Ex laptop boxes! The excuse from the second pinhead was that if I went to UPS (at their expense), that would only be two-day service. I suggested he just authorize one-day service and he said he couldn’t.

Two days lost.

Then, of course, Toshiba promises you (in return for your money) a 24 hour turnaround. The last time this happened (September, making this second repair in three months outrageous) they got my computer on a Wednesday and didn’t ship it until Friday night so I didn’t get it back until Monday afternoon.

I see that Sony offers onsite service. Has anyone had experience with it?

My criteria for good laptop service:

1. Telephone Tech Support needs to understand and speak English fluently;
2. Tech Support should be knowledgeable about both hardware and software;
3. The computer company should make good on its promises.

I’d like to buy my next computer from a name-brand company, e.g. Sony, Lenovo, HP/Compaq, Panasonic, etc.

Please share with me your personal experiences, good or bad with any computer manufacturers’ service and tech support departments.

Here is a very good website for objective ratings for resellers. Once you have your short list of possiblities check out their rating here:

http://www.resellerratings.com/

In my experience, though, you are going to be very hard pressed to find a major OEM (Dell, Toshiba, etc) with good customer service (most of the big boys are outsourcing to overseas call centers) ... there are some less well know OEMs with exceptionally superb customer service and hardware, though.