Today i had the opportunity to find out about the PBCare programme Packard Bell is offering.
After having hung on the service line for about 10 minutes (cost approx eur 0,15 per minute) i finally got someone on the line. After having asked what the problem was, and me having explained that the problem was that the laptop kept falling out, he wanted me to reset the battery.
I tried explaining that we had done that sometime ago, but it wouldn’t work. Well, my explanation wasn’t sufficient. They had no notes about that incident, therefore i had to do it nevertheless. So i shut down the pc, removed the battery and pressed the on button. He would tell me when to stop. The phoneconnection broke, and i had to call back…
Having been held on hold for another 10 minutes, i finally got some one of the service. He couldn’t get into the system, because the other collegeau was stilled logged into my account… “Please Hold”…..
And another few minutes wait… The first thing we had to do was reset the battery.. I told him we had allready done that.. This time he could find it in the system.. Luckily for us… But that was not all.. We had to upgrade the BIOS. After having gotten an explanation on how to do that, i had to restart the computer and call back if the problem still applied..
I kept him hanging on the line however, and that was my luck. My gf whose pc it is, remembered she had allready done the update, and therefore i told the service rep this.. Well, he asked me to wait to see what he could do. My story that they could come and pick up the laptop for repair didn’t budge him a bit…
And once again on Hold.. Music playing in the background… me getting irritated by the minute.
“Well, this is your lucky day” was the first thing he told me when he got back online… My lucky day??? Wtf.. because they were finally doing what you paid for with the extended coverage? He told me to get a pen and paper to write down the adress i had to sent the laptop to. Well, i gently told him that he had to get an adress and paper because we had a pickup and return garanty, so it was his problem… He went silent..
So, finally, after about 4 phonecalls in total, getting irritated by the minute because of the stupid PB policy to try to do anything but give the service you pay for.. it finally succeeded.
Another company will call us to make a date for picking up the laptop.. Let’s see how that goes..
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