Computer Warranty

pvr

pvr

Dutch
 Ruler of the South East UK
I buy roughly 30 - 40 PCs a year, but never had the problem that I currently have with one of the manufacturers - Tranquil PCs.

They manufacture expensive machines, but they run very low power and are very quiet which I sometimes need. One of the machines (bought 4 of these year) was sent to the customer last year on the 10th of November and installed in the first week of December. It went dead on the 20th of November 2011, 10 days after the one year warranty ended.

The company however just takes the line of - tough luck, warranty expired which I find rather distasteful considering that I am a reseller of their products.

Am I expecting too much from a manufacturing company towards a reseller or is this the norm nowadays and is customer service non existing?
 
You must like your PCs to be buying 40 a year :lol:

On a serious note, same happened with my Dell. Hard Drive failure one month after warranty ran out. The had the same message "tough luck" :thumbsdown:

A second hard drive failed after 2 years. Poorly made me thinks. Funnily, I was running a 6 yr old IBM Think Pad at work, no problems and is extremely quick for a 6 yr old T43.
 
pvr said:
I buy roughly 30 - 40 PCs a year, but never had the problem that I currently have with one of the manufacturers - Tranquil PCs.

They manufacture expensive machines, but they run very low power and are very quiet which I sometimes need. One of the machines (bought 4 of these year) was sent to the customer last year on the 10th of November and installed in the first week of December. It went dead on the 20th of November 2011, 10 days after the one year warranty ended.

The company however just takes the line of - tough luck, warranty expired which I find rather distasteful considering that I am a reseller of their products.

Am I expecting too much from a manufacturing company towards a reseller or is this the norm nowadays and is customer service non existing?
Click to expand...

I would buy the next 40 computers from another manufacturer, and when Tranquil say that they have noticed you haven't placed an order recently, refer them to the same Tough Luck response.
 
might depend on what went dead ??

Some components (hard disks for example) come with 3 or 5 year warranties ? So I guess if the hard disc died, you could claim from the manufacturer of the hard disc?
 
By law, you are covered for up to 6 years (based on reasonable use). My netbook had motherboard failure after 16 months and HP said sorry tough luck! Contacted trading standards and was advised to contact the retailer and check my options, which were fixing the machine (if possible); if not, give me a replacement; if not, refund all or part of my money.

If the retailer won't help and you have paid by credit card, you can file a claim with your credit provider and they claim your money back for you.

In my case, the retailer refunded almost all my money back minus a bit for usage after 2 years :) it is always worth checking wih trading standards, been very helpful to me.
 
gannet said:
might depend on what went dead ??

Some components (hard disks for example) come with 3 or 5 year warranties ? So I guess if the hard disc died, you could claim from the manufacturer of the hard disc?
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Agreed, definitely worth checking what component has died, then sending it back to the manufacturer. For example Crucial have a lifetime warranty on all their RAM. I'm pretty certain HDDs tend to have a 3 yr warranty, but you'd have to check with the manufacturer.

And as for the company themselves, just write them a letter informing them of your volume of purchases, your recent disappointment with their customer service and that you'll be taking your custom elsewhere - they might reconsider...
 
I just got the unit back to my office, quick examination looks like the internal power supply has gone. Looking around on the web, seems to be that they underspec the power supply as it seems to fail regularly ...

I have given them a final chance to fix this, it has been on the customer site for 11 months 2 weeks but they are not interested in that I suppose as it was shipped from their office 12 months 10 days ago.
 
Well, the good news is that I have fixed the machine now by replacing the power supply.

Bad news is that Tranquil never came back to me .

Very unimpressed by their aftercare (or lack thereof). Lesson learned - won't buy from them again.
 
pvr said:
Well, the good news is that I have fixed the machine now by replacing the power supply.

Bad news is that Tranquil never came back to me .

Very unimpressed by their aftercare (or lack thereof). Lesson learned - won't buy from them again.
Click to expand...

Hows does your buying power fair with the size of Tranquil? Are you a "big" reseller or otherwise? I was thinking of the following up with the accounter manager route...
 
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