I have written to ARN in the past to report how bad the support level is from wholesalers to the dealer channel.
In the October 21 edition of ARN I was replied to by Alan Rees, Service Channel Manager, Compaq Australia. Despite Alan's assurances that poor support was unusual, I can prove that it is not.
On Friday the 30th of October, I rang Compaq support to organise a replacement battery for a Compaq Armada 7380DMT - a $7500 tax exempt notebook.
A week later I rang again to find out why I had not received one under warranty.
It is now Thursday, 12th November. Still no battery. I have even ordered a new one from our Compaq distributor and I have faxed the order three times. Nothing. This level of service is pathetic. I recently rang APD to order a battery for a clone notebook. They faxed me an invoice, I did a direct deposit, I had the battery the next day. Now that is support. I pity the poor guys who man the tech support lines at Compaq. If this is the level of support their company can give they should be on danger money.