Averatec gives us options, but not the right ones

I received a call from Averatec Advanced Customer Care. After yesterday’s re-escalation from tier 1, that was pretty quick this time.They will not exchange our defective machine with a new one. This even though it is pretty obvious we have a “lemon” and we are certainly not to blame for the issues in their repair facility (which returns non-repaired machines to the customer) nor their shipping department (which in our case made 2 shipping errors during the 3 RMAs) Our options are: a) another repair b) exchange it (for a refurbished unit it turns out) c) refund (turns out to be partial). Another repair? There is no quality control in the Averatec Repair Department so that is a no-brainer really. This machine has been bouncing on trucks for 6 weeks already. Who says this repair will be the last one and will be professional? Why wasn’t the battery replaced as promised three times? Exchange it? I initially said yes, till it became clear it would be for a refurbished machine. I don’t think that is a viable option, as that would means we are exchanging this machine (after 3 RMAs) for another one which has had 3 RMAs … and is refurbished by their technical department without QA. Absolutely not an option. That leaves the refund. Which is actually only a partial refund as it is a used machine and according to Averatec has been used for 9 months. That translates for us to 2/3 of the purchase price. Purchased 9 months ago? Yes. But 9 months of use? No way. They conveniently ignore that: – this machine came with issues and we tried to troubleshoot in house first – we have been troubleshooting with customer care over the phone since June/July (last summer) – only after several mandatory steps were allowed to mail in the machine with RMA 1 (before they refused to accept it were hardware issues) – since the first RMA (=November) have not had possession nor use of the machine, which is a total of 3.5 months! In all honesty, I more than likely have spent more time troubleshooting this machine and dealing with Averatec; than Carolyn actually used it. So, how in the world can they say we used it for 9 months when it about half of that time it was under RMA? By the way: this machine still has the protective plastics on it and is absolutely clean plus scratch & dent free. So it is not like this machine is abused by a teenager and the issues are a result of misuse, inadequate care or so and we are looking for a free ride. Our systems are treated like babies. Don’t get me wrong, we do not expect a full refund and understand that this machine is not new. But the facts are the facts and I think they should do better. Yes, OK, we were slow of the mark detecting issues. But, if you have a new machine, do you test…

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