Confusing call qualification / Information repeated several times
Disadvantages:
Once the call had been logged and agreed the repair was turned around very quickly
Recommend to potential buyers:
yes
Full review
After recently having a problem with A Fujitsu laptop which was still in warranty I recently contacted Fujistu to arrange to have the machine looked at.
The problem with the machine appeared to be that the cable connecting the screen had fractured and needed replacing.
After navigating the Support call system and speaking to several people regarding this fault we appeared to travel full circle and go back to the beginning explaining the fault and symptoms.
Fujitsu seem to have a good support infrastructure and policy in place which just needs some fine tuning.
They need to ensure that all information is relayed as required, and to appreciate that the users placing the call have different levels of experience. (Being a support specialist, you resent being told that the fault is user error and to check the obvious even though you have explained to the call logger specific information.)
The equipment before and since the fault is an excellent laptop. It's just a shame that support lets some company's down when in reality they have all of the tools to provide and maintain an excellent service.
More details
Memory / capacity
Excellent
Ease of use
Easy
Range of Extra Features
Good
Instruction manual
Needs improvement
Manufacturer Support
Needs improvement
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