Packard Bell Have No Sense Of Customer Care And English

2009-08-09 10:26:47 | Tags: computer, customer care, packard bell, phone support, technical support | 1 Comment »

medium_platform_hera_g I must share with all of you with this story with Packard Bell… I wanted to buy a cheap laptop for my wife so she can help me out with blogging and web design. Now, I found a Packard Bell on Pixmania. I simply wanted to know if the 1GB RAM in the machine is 1×1GB or 2X512MB RAM because I met such laptop where they divided the 1GB, just as my Toshiba Satellite A200 1M4. Pixmania has no contact information in the Czech site. I try to phone Pixmania UK, America, getting from them know that they can’t know this information so I have to contact the producer that is Packard Bell. Packard Bell, officially has no branch in the Czech Republic, and the specific model is available in the UK and Germany. So I phone UK, where the telephone number for international tecnical support does not work. So I phone the UK technical support team who tells me that I phone a wrong country and they need a serial number to help me out with my question. Here I got a bit angry and I said I want to buy the product so I have no serial number yet. So they advice me to contact the retailer, which is again Pixmania. I tried to call other UK retailers for the same product and they told me that I have to contact Packard Bell for this specific question. So I started emailing Packard Bell…

WARNING: DO NOT BUY ANYTHING THAT IS BRANDED “PACKARD BELL

I have a question about this specific item: http://support.packardbell.com/uk/item/?pn=PC36Q02101&g=1400 Is the 1GB RAM 1×1GB or 2×512MB, are there available slots?

—–

Hello, Thank you for contacting Packard Bell.
Regarding your enquiry,
we would need your serial number so we can provide this information.

Regards
John

Packard Bell Technical Support Team

—–

Hi,

Are you normal? I’m before buying so I want to know this information about this specific laptop. I provided you the direct link to the product on the official site of packard bell to help you. Your service is unbelievable under level. It can not even be called service because you don’t serve – the customer. I tried to ask on phone these details and I phased the same “we can’t help you unless you have the serial number”. I asked pixmania about this product they sell. They say more information than what they provided on their site they can’t give because they don’t know. Their suggestion was to contect the manufacturer/supplier that is you, Packard Bell. I means this is just crazy.

Am I allowed anyhow to ask again the requested details so that I can know what I will buy?

——

Hello, Thank you for contacting Packard Bell.

Regarding your enquiry,

All customer service and support for Packard Bell computers is handled by The TechGuys, you should write to:

Correspondence Team
The TechGuys
PO Box 1686
Sheffield
S2 5YB

Or send e-mail via http://support.thetechguys.com/emailsupport

Or phone on 0870 901 3000

I apologise for any inconvenience you may have been caused.

Regards

JOHN

Packard Bell Technical Support Team

——

Well,

1. This information is not indicated on your contact/support page.
2. I phoned the TechGuys several times as I was transferred or got the number of them and they would not talk to me without a serial number.
3. To buy a laptop in the Czech Republic and send an ordinary mail to the USA and get the answer is costy and it last about a month.

My question is still, is Packard Bell normal? Is Packard Bell has any technical support at all? And again: are you normal?

——

Hello, Thank you for contacting Packard Bell.

Regarding your enquiry,

As Packard Bell doesn’t have direct support in your country, all support for this system is carried out via the dealer.
Please contact the store where you purchased your Packard Bell system.

I apologise for the inconvenience.

Regards
John

Packard Bell Technical Support Team

—-

You are nice but novice. The store in my country, namely pixmania, has no telephone support, and for such technical questions say to ask the producer, that is packard bell. There is no packard bell division in the Czech Republic. Put together this math and give me the result.

—-

Hello, Thank you for contacting Packard Bell.

Regarding your enquiry,

All specific data regarding to Packard Bell products including specific enquiries about the specification are installed on our Product Information Base. We require you to provide the serial number of your machine in order to accomodate your request.

Please note, at no point did you mention during the initial email that you did not own this product if that was explained at first we would of offered our apologies and would of advised we could not assist in your request.

Packard Bell Products are sold with warranty and technical support provided by the dealership that sold the unit to the end-user. At no point do Packard Bell offer technical support or repairs for their notebook and desktop products as these repairs will be dealt with again by the dealer who sold the unit to the end-user.

Also please note the contact email is to the UK service centre for Packard Bell we will try our best to accomodate any requests and answer questions from end-users of our products with the information that we can. However, we are not here to take abuse or deal with any customer taking it upon themselves to insult our support staff. Again, we will try our best to help with the information provided. If you are incapable of answering our simple question then we will not be able to support any enquiry.

Lastly, if you continue on the recourse of insulting our staff members via email I must apologise but we will no longer be able to answer ANY of your enquiries.

Regards

William Chen

Packard Bell Customer Services Team

—– Now he basically told me that I did not say in advance that I do not own yet the product which is a lie

You say that I insult you??? Are you really normal? You bring even false facts, because it was clear in the beginning of the “conversation” that I indeed do not have a serial number and my inquiry is of general manner. You seem to lie about this. Well, I bought the product without any technical support and in any means you MUST offer your technical support because you are the producer. So I will bug your technical department as much as I can once I have the serial number. Secondly you will be marked as scam company on my blogs. Good reputation for you, packard bell will die out. happy day, you insulter of customer.

And he says to me that I can’t answer a simple question, such a devil…

——-

Hello, Thank you for contacting Packard Bell.

Regarding your enquiry,

The producer, in this case Packard Bell does not provide warranty support due to the unique nature that Packard Bell arrange with dealers. There is no falsehood here as this is the current operational support level for Packard Bell in Europe. Due to this unique nature of business Packard Bell are not legally required to offer any service for this product. However, Customer service email is not the appropriate forum to discuss our legal obligations if you choose not to believe our responses.

Yes, agreed it WAS apparent you did not provide the serial number on the original email which is why we asked you for one.

This SERIES of notebook is usually outfitted with 1x DDR2 1GB PC5300 MICRON.

However, as you are unable to supply the serial number we can not confirm this specific machine has that configuration.

Regards

William Chen

Packard Bell Customer Services Team

——

You are really funny. After the keyword I “bought” it you give me this information, how nice.

——

Hello, Thank you for contacting Packard Bell.

Regarding your enquiry,

Now that you have “bought” the product, can you provide me with the serial number so we can answer your question and inform you of the disposition of the memory installed in this machine.

Regards

Will Chen

Packard Bell Customer Services Team

——-

Well, now I don’t need that information. This is really craze. I told you in simple English I needed that information before buying in order that I can decide which model should I chose.

——

Hello, Thank you for contacting Packard Bell.

Regarding your enquiry,

We are unable to provide technical support for a product without its serial number as in the UK, technical support is provided by a 3rd party. Therefore, if you need technical assistance from Packard Bell UK, we would require a serial number.

The place of purchase should normally be able to give you all the information about the product, or you can find this from the website. However, for specific technical questions, we require a serial number.

Regards

Steve

Packard Bell Customer Services Team

——

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One Comment on “Packard Bell Have No Sense Of Customer Care And English”

1 Jusan said on 2009-10-20 8:23:06
Thank you so much for taking the time to post this info. This is very useful.

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Packard Bell Have No Sense Of Customer Care And English

One Comment on “Packard Bell Have No Sense Of Customer Care And English”

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