Survey on After Sales Service of Computer Products - CHOICE # 423
(January 16, 2012)
PDF version
A survey on after sales service of computer products revealed
that there were a lot of restrictions on replacement and
maintenance services. Consumers are advised to check carefully at
the point of sale for better protection.
In 2011, the Consumer Council received 667 consumer complaints
on computer products, which is 2.3 times of the 284 cases in 2010.
Most of the complaints (68%) involved repairing services, product
quality or sales practices.
The January issue of CHOICE highlighted some of the complaint
cases. In one case, the complainant was denied a notebook
replacement even though it was clearly stated on the receipt that a
defective product would be replaced within 7 days of purchase. In
another case, the maintenance fee quoted to the complainant was
higher than what he had paid for the brand new tablet PC four
months before the product broke down.
In the survey, the Consumer Council collected information on
after sales policy from sole agents of 22 brands of notebook,
netbook and tablet computers and 6 chain stores selling digital
products. A total of 12 brands and 3 chain stores responded.
Highlights of the survey results are:
Replacement for defective products
- Sole agents of 10 brands offered replacements to within 7 to
30 days after the purchase or delivery of the products provided
that the defects were not caused by improper use of the products.
The remaining two stores only provided free-of-charge
maintenance.
- All responded chain stores offered replacements for defective
products within 10 to 15 days after the purchase or delivery of the
products. However, there may be conditions for replacements which
include, among others, verification by staff of store that the
defect was not caused by improper use of the product or by any
liquid substance, and that there was no scratch mark on the
product. Customers were also required to return the complete and
intact packing, clean warranty card and product manual, accessories
that came with the unit, together with the invoice.
- Under certain circumstances, retailers might require the
customers to present proof from designated service centre that the
defective product was "dead on arrival" before a replacement could
be arranged.
Warranty and Maintenance
- Warranty provided by most sole agents or service centres
ranged from 1 to 2 years, while certain models of one brand offered
3 years warranty.
- For products not functioning properly after repeated repairs,
most of the brands replied that they would continue to offer repair
service until they were fixed. But some sole agents were not so
definite in their reply.
- 5 brands responded that they would stop providing maintenance
service to products in 2 to 5 years after the production
ceased.
- Storage life of spare parts also ranged from 2 to 5 years after
the production ceased for all the brands surveyed.
Maintenance is an important consideration for consumers in
choosing a computer product. The Council opined that sole agents
should devise clear guidelines for repeated repairs, and announce
such guidelines on their company or product websites for consumers'
reference. As the absence of servicing or spare parts may render
the product unusable, the Council also urges the sole agents to
provide information of servicing period and storage life of spare
parts on their websites.
Consumers are also advised to keep the complete packing and
accessories until the free-of-charge replacement period is over.
Consumers should fill in the warranty card or register their
product online after the said period unless the product manual
specified otherwise.
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