I bought a compaq CQ40-514AU laptop last year in october 2009 in Thailand, i moved to cebu, philippines in december 2009.In may this year 2010 my computer went dead with out any notice. I contacted the HP Compaq help desk at Compaq.com online support.
I spoke to a help desk operative and told him I had bought my computer in Thailand but now lived in the Philippines, I asked if i could get my laptop fixed in the philippines as it was still under warrenty. I was told by the operative Case ID 4614205827 dated 9th of may 2010 thaat a company in Cebu, Philippines could fix the computer free of charge. So I brought my laptop to this company and they also said they could fix it free of charge as it was under warrenty, they are a compaq outlet in cebu. The Companies name was NG KHAI Development corperation, maandaue, cebu philipippines.
After a couple of days I contacted NG KHAI aand they told me the chip set was gone and needed to be replaced (there is no way they could know this without opening the laptop up and looking at the mother board). after a week I went to the company again and asked was my laptop fixed, they said no that the screen had gone aand they were getting a part delived to fix it. so after 3 weeks i went back to the company and they still had not fixed my computer. At this stage I felt that they were not going to fix it for me as they would not get any payment for doing it as it was still under warrenty. So I took my computer back.
Again contacted HP Compaq help desk looking for aa soloution to my problem, the help desk Case ID 4616911443 dated 10th of june 2010 told me that I had to bring the laptop to makati, manila, philippines to haave it fixed, Iaasked if i could post it and was told no i had to bring it in person and they might fix it, i was given no guarente that they would honour there warrenty contract.
At this stage my girlfriend approched the IT technician in her comkpany and asked if he could bring it to makati, manila for me, he said he did not have to go to makaati as compaq had a service center in Cebu. I had spoken to help desk on 4 different times and this was the first time i was informed that HP compaq had a service center in cebu. ( if i had known this i would have brought it there in the first place, but no one in the HP Compaq help desk told me this vitial information). Igave the laptop to my girlfriends companies technician as he knew the people at compaq and could get it to them for me.
Several days later the technicianat my girlfriends company told her they will not fix the computre as it was missing some screws and the warrenty void laabel was missing or scratched off the motherboard, this mull and voided my laptop for repair. Iasked for my computer back as i was not happy to here that my computer was opened and damage done to it by me or the technician in my girlfriends company. 1) ido not know anything about computers and 2)whywould i open it as it was still under warrenty. to add insult to inguery the HP Compaq service center in Cebu would not give me back my laptop till I gave them 1000 peso, 1000 peso just for opening my computer looking at it and not even fixing it even thoiugh it was still under warrenty.
Again i contacted HP Compaq case ID 4617365975 dated 21st july 2010 help desk and was told that a supervisory would sort it for me and get my computer fixed, nothing happened. Again on the 22nd of july contacted HP again and was againtold they were looking into my case. and on the 23rd of july 2010 was told that it will be sorted and nothing haappened. again on the 23rd july case ID 4617468138 was told the supervisor was doing something to getmycase fixed, stillno result.
on the 24th of july againcontacted HP compaq and this time case ID 4617518489 was told by a Baalu R., that i would have tobring my laptop to thailand as thaat is where i bought it. Iwas also told a supervisor would call me to talk with me to listen to my case in 1 hour. Iwaited by the phone my phone rang, i answered it aand there was no one on the other end of the phone, the caller ID was with held from the phone so i could not call the number back, so even the supervisor would not talk with me.
to daate i have contacted HP compaq 8 times and 8 times have been told different conflicting detaails as to my case. I was initally told to bring it to a computer company that broke or damaged my computer, as told by Compaq, i can not say as they still have my laptop. I was never told thaat compaq haad a service center incebu where i live enev though i contacted the help desk on 4 different occesaions and haad to to told by a technician in my girlfriends company thatcompaqhad a service center in cebu. I have been mislead aand given false or conflicting information and lack of information from the HP Compaq help desk (should be called compaq incompedent desk instead).
I am approching your organisation in the hope you can publish my leter and show other people what to expect when they buy HP Compaq merchandice, and there world, there warrenty, there help desk and services are woefully unprofessional and well below the standard oif an company thatclaims to be the global communication soloution, unless you need the m to fix anything. I have a list of caase ID’s the help desk operatives the warrenty, the repair docked that NG KHAI gave me when I gaave them my laptop first. Ihope you can help.

Canice Mc Caarthy

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ThaiCrisis: I’m fully aware of my rude imperialist behavior and that it doesn’t do me much good.

Point is, that sacrosanct culture of politeness, krieng jai and smile-at-whatever-cost is an outlived cliché that serves mainly the phu yai.

Ever seen Thai women shouting, swearing and screaming? At a market? It’s a very Thai thing, but is not found in the glossy “rules of etiquette” the tourism authorities print for foreigners.

Thailand’s failed education system ranges in the very same field.

Says the elite: Keep them down and may your privileges last forever.

This system of not having to be responsible for the quality of goods you’re selling allows that anything goes.

You may have a point that a certain americanization of trade changes the old feudal ways. But slowly. Very slowly.

BangkokDan

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Indeed, the Honda-Petite-Lady was famous. All the press was after her story. She did good. Very good.

As for the customer service, I think it’s not natural because… it’s simply not natural (cultural would be better) for thais … to complain in public. Ask for something. To be impolite. To show feelings etc.

The whole nine yards.

Good old buddhism atavism if I may say … Plus a few hundred years of slavery and feudal system… Okay, okay I go too far.

However, I agree, it changes. The americanization of trade between supplier/customer is on its way.

But it’s going to be long…

As for us… westerners, perfect outsiders … if you think about it … there are many situations where you can be a real winner if you do exactly the contrary of the text book (don’t shout, don’t blablabla).

Because the Thais just don’t dare, if you dare, you have already won. The resistance of the other party collapses.

This is what you did for your water pump.

However, let’s be honest … there are many other situations where this anti-Thai behavior will create the exact reverse effect.

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