Is zepto avoiding support?

I'm gonna try giving the short version of the story.

Bought one laptop in late dec 07(3215W) and one more in april 08(6224W).

Had some initial contact with support in may(regarding drivers), at that time the respons time was good and telephon queues where short and fast.

Now the first laptop got a glitch between the base and the lid so I get a line of random pixels unles I huld the lid at a spesific angle.
The second one started to get markings on the screen already after a couple days and they keep getting more and more.

So when the first computer started to get the glitch, I decided to send in reports for them both, this was 14/11-08.

18/11-08 I got an automatci respons on both reports that said "your arrend will take some more time, but we will contact you soon"
19/12 I sen yet a nother mail asking about my arrends, that one gave back a autorespons with a new mail to contact. 22/12 sent a mail to the new adress asking about my arrend. No response.

I have tried calling them several times during this time but I always get redirected to danish support after about 10-15 min, wait for 10-15 min more and it ends with my call being terminated.

Tried live chat a couple of times but even thoug I'm first in line I get no one to talk to. Untill today I finnaly got to talk to "International2". I told him about the arrends and he said he couldn't access the swedish support data. He asked me to explain my arrend to him, I started with the "glitch"-one waited for him to respond and what does he do? He leavs the chat, I waited and after 10 min chat got shutdown, only with the option of contaction the same mail as last time.

Now this was all directed towards the swedish support, or lack of support. How is the support in other countries, think it maby only is the swedish one that is bad?

PS. If some one from Zepto wants to help me, then please by all means reply.

 

You should read the topics here, your not alone. But my experience with the live chat is good. They are very helpfull and friendly. The waiting time sucks though. If the international support is down, I just go to the danish one. Most of the time they are willing to help.

I wouldnt bother sending mails though, they wont be answered.

 

Offcourse I have read several thread befor posting mine. The reason was that other ppl where mostly complaining about having to wait for the comps to get back. Also ppl where actually getting through to speak to someone, my issue was that no one was awnsering chat, phone or mail and I wanted to know if this only is a problem with swedish support or if zepto perhaps is going bankrupt.

 

I'm sorry to hear this. We know there are some difficulties with Zepto Europe.
I can tell you that they are working on improving the support. For now on the online chat is the only thing that works perfect. Send me a PM with your issues and i'll see what I can do. But I can't promise you anything.

 

I'm glad that you responded, even though I can't agree with your statment "For now on the online chat is the only thing that works perfect." As I wrote its very hard to get through even if you are #1 in the queue and the one time I finnaly got someone to talk to on chat he left it as soon as I explained my issue.

But your reply at least gives me a light in the tunnel, BUT it dosen't look like I have been granted privleges to pm other users.

 

No problem, you can reach myself or my counterpart by emailing [email protected] and we can see if we can get you some help. Like I have stated before we only handle the Zepto issues in US and Canada but we sometimes can get results for people elsewhere.

 

Zepto.DK doesnt care about its customers at all.. its really that simple.

 

Australia seems to be the only location where support is good - i think it's just the one guy down here, and they probably haven't sold as much, but responses are generally very quick!

 

whoa.. hold on now, he isnt the only one with good support!

 

Finnaly got some super fast response after sending a last mail to zepto.se telling them that if they didn't respond within the next days I would file a complaint with them at swedens comsumer protection agency.

It's really sad that you have to go to such leanghts with a company to get them to uphold their part of the contract. Anyways it looks like I'm gonna get some help now, just wondering how long I'm gonna have to wait for my laptop to get back.
Will come back to this thread with a finishing post when it's all over.

So far my thoughts of buying a zepto laptop is that it's a gamble, you get more laptop for you money that with other brands, but if something goes wrong you can very well be f**k. Unless you semithreaten them .

 

Sounds like they just don't have enough people working with RMA cases and service.. If they answer you right away after threatening them like that. They probably read all the emails they get but have too many to answer.

Your threat got number 1 priority. You could of course make the complaint anyway the ensure that you get the service / repairs needed, and fast.

I work as a reseller's RMA handler and i can tell you, a complaint from the agency really speeds up things. ^^

 

haha - acknowledged