Re: Negative recommendation: Don't buy/deal with ARM Computer
Hi Karsten,
I am writing this on an N38W3, ARM Computer's top model. I believe it
was once the Dell Inspiron 5000(e). It works beautifully with linux.
ARM, unlike many other companies, puts most, if not all, of the
technical specifications on their website. I believe they are trying to
improve their product and services and treat the linux community well.
But the Dell Inspiron 5000 seems to have been discontinued. Without
making excuses for anyone, perhaps we're witnessing growing pains at ARM
(and we have every right to defend ourselves, of course).
It all came at a price. Originally I purchased the same model (slightly
different video/sound) _refurbished_ through Tuxtops. And it failed
less than a year later.
The initial symptom was a malfunctioning charge system; the battery
would not charge with power off (plug in). I think that was caused by
an earlier event, when moderate pressure was applied to the [flimsy]
power jack. It sparked and the problems began.
I contacted Tuxtops, and then ARM, hoping for warranty coverage. ARM
informed me it was out of warranty. Arguably, yes. But after
discussing the failure, Salman politely insisted that it was impossible
for the power jack to short to the motherboard. I'm still not convinced
and maintain that the product has a flimsy, and thus defective, power
jack (which sits just under your right hand when over the Page up/down
keys, watch out). They gave me a good credit on the broken/refurbished
machine which I used towards a new one. It was either that, or pay not
significantly less for a new motherboard.
I experienced the delay alluded to in the below messages, and also had
some minor problems with their website, checking RMA status.
I found everyone mentioned below easy to deal with, accounting for the
fact that Salman is, after all, a salesman.
Vince Virgilio
P.S. If QLITech doesn't go through ARM, do they go straight to Compal?
On Wed, Nov 21, 2001 at 12:38:08AM -0800, Karsten M. Self wrote:
> I purchased a TuxTops copmuter (no longer sold by TuxTops) earlier this
> year. The hardware was a resale of ARM Computer equipment, the Compal
> 20U chassis.
>
> I've RMAd the unit to ARM Computer for warranty repairs. Dealing with
> the company since Oct 25, I've been stonewalled, lied to, had both email
> and phone calls left unreturned, and been denied warranty service for
> what appears to be damaged solder connectors on a power supply. Rather
> than prepaid warranty coverage, I'm currently facing a $325 bill from
> the company.
>
> Repeated communications with "Annie" (the repair supervisor), "Assad" (a
> tech), and Salman Nasir (Director of Sales & Marketing) have failed to
> resolve the issue. There has been absolutely no positive response from
> any of my contacts with ARM.
>
> I've also been in touch with QLITech (who's picked up the TuxTops line)
> and Graham Hine (TuxTops' founder). Interactions with both have been
> positive, and I'm working toward a satisfactory resolution of the issue,
> though this has not yet occured. QLITech no longer sources its laptops
> through ARM, nor does it use ARM's service, following a dozen negative
> experiences in six months. I've also contacted other former ARM
> customers with similar experiences to mine. Service for systems sourced
> through ARM continues to be covered by ARM.
>
> The latest update is that, after intercession by my original vendor, the
> warranty will be respected. Whether this is ARM stepping up to the
> plate or my vendor taking it in the shorts, I don't know. Kudos to
> TuxTops for taking positive action as soon as they were aware of the
> issue.
>
>
>
> I've been preparing a report of my own dealings with the company and
> will be posting it to my website shortly.
>
> In the meantime, thought I'd post results of research through Google and
> Google Groups, I'm finding that my experience is apparently all too
> common, and is consistent with customer's stories dating back to 1996.
>
> From Google:
>
> Search query: http://www.google.com/search?q=%22arm+computer%22
>
>
> http://www.bayhouse.com/ARMcomputer-SUX.shtml
>
> I wouldn't buy from ARM Computer if they sold the LAST notebook on
> this planet!"
>
>
> * * * * * * * * *
>
>
> http://www.epinions.com/cmhd-Notebooks-All-Arm_TS3100
>
> Pros: It would be a nice machine if it worked.
>
> Cons: The company that sells it is unhelpful, and incompetent at
> customer relations. For God's sake, don't buy from ARM. Their idea
> of improving the bottom line is squeezing the customer. BEWARE!!
>
>
>
> From Google Groups:
>
> Search query:
> http://groups.google.com/groups?q=%22arm+computer%22&start=0&sa=N
>
>
> A sample of results follows. I'm not excluding positive customer
> reports *there aren't any*. There are negative reports, and requests
> for comments, followed after several pages by numerous spams. Negative
> reports dominate the results.
>
>
> From: 63089956471@my-dejanews.com (63089956471@my-dejanews.com)
> Subject: Arm Computer - Milpitas, Ca.
> Newsgroups: comp.sys.laptops
> Date: 1999/04/20
>
> [I] just wanted to give everyone a warning on Arm Computer
> (armcomputer.com) out of Milpitas, Ca. If you run across one of
> thier adds and are considering purchasing a computer from them, I
> would strongly advice against it, based on my experiences with the
> company. I bought a notebook computer from them in Aug., 1997. I
> also paid for a 3 year extended on-site 24 hr. service contract. The
> computer failed for the third time 3 weeks ago and I still have not
> received service on it. I've e-mailed Arm and got no reply from
> them. The service company, IAI Support (iaisupport.com) out of Las
> Vegas told me today that they refuse to honor any contracts from Arm
> Computer. I also had problems with IAI last November trying to get
> service. Ended up having to ship the computer to them to have it
> repaired, even though it is an on-site contract. Anyways, I'm
> looking into legal action at this time agains Arm Computer, and
> possibly IAI Support.
>
>
> * * * * * * * * *
>
>
> From: jmhedges@my-dejanews.com (jmhedges@my-dejanews.com)
> Subject: Re: ARM Computer's ? DO NOT BUY!
> Newsgroups: comp.sys.laptops
> Date: 1999/03/14
>
> I cannot recommend ARM Computer. They have sent me two defective
> computers: one would occasionally shut down and not boot up (and
> they failed to fix the problem), and the other had a defective
> battery out of the box AND the hard drive failed two weeks later. I
> have tried to get a refund only to be hung up on, stonewalled, and
> lied to. They have owed me $1708.00 for several months, and here I
> wait without any computer.
>
>
> * * * * * * * * *
>
>
> From: Brian Mathis (gentry@csh.rit.edu)
> Subject: ARM Computer -- Class Action Suit?
> Newsgroups: comp.sys.laptops
> Date: 1996/10/08
>
> Seems like ARM computer has been taking advantage of every poor sap
> that tries to deal with them (us included). I think they are
> targeting computer users for their ripoffs (who else?) :)
>
> I say.. Class action suit against them... I know that I could find
> better things to do with that $250 restocking fee I paid them...
>
>
> * * * * * * * * *
>
>
> From: William R. Warner (dewey@world.std.com)
> Subject: Warning Notebook buyers of Arm Computer Inc. and Micon.
> Newsgroups: alt.computer.consultants, comp.forsale.computers,
> misc.forsale.computer, misc.forsale.computers,
> misc.forsale.computers.pc-specific.portables, us.forsale.computers
> Date: 1996/09/19
>
> I recently read about the ordeal with MICON 7 day and I have one
> with Arm Notebooks. I mean date from invoice is bull. It should be
> date of recevied. I called their tech support numerous times and
> left messages to call back and on the 4th day after expires they
> call and say I can't return it. That is total BULLSHIT. Luckily I
> got my credit card company and Better Business Bureau on it. Nailed
> their asses to the wall :) Never Fuck around with the consumer,
> esp. when they are pissed off at the product enough.
>
>
> * * * * * * * * *
>
>
> From: The Rickster (bogus@phony.com)
> Subject: ARM Computer sucks!!!!
> Newsgroups: comp.forsale.computers, comp.hardware, comp.misc,
> comp.misc.forsale
> Date: 1997/05/05
>
> Just last month I bought a laptop from this 'fly by night' company.
> After using the laptop for awhile, something strange happened.
>
> The case has started coming apart and the screen has cracked.
> Because the case was coming apart, they said that the laptop was
> dropped and they will not replace the screen under warranty.
>
> These ***holes want over $600 to fix the screen. I say DO NOT EVER
> BUY ANYTHING FROM THESE JERKS!!!! They sell equipment that looks
> good when you get it, but with use, it breaks. Plain and simple.
>
> THIS COMPANY SUCKS!!!!!
>
> Sorry, just my $0.02 (or $600).
>
>
> * * * * * * * * *
>
>
> From: TSI (TSI)
> Subject: DON'T BUY From ARM Computer's
> Newsgroups: comp.sys.laptops
> Date: 1996/01/10
>
> Anybody thinking of buying a computer from ARM computers in San Jose
> CA beware sales people are decieving and very rude after a sale.
>
> I bought a notebook from them and when I told them I wanted to
> return it they started to ignore me and were very rude.
>
>
> Peace.
>
> --
> Karsten M. Self <kmself@ix.netcom.com> http://kmself.home.netcom.com/
> What part of "Gestalt" don't you understand? Home of the brave
> http://gestalt-system.sourceforge.net/ Land of the free
> Free Dmitry! Boycott Adobe! Repeal the DMCA! http://www.freesklyarov.org
> Geek for Hire http://kmself.home.netcom.com/resume.html
--
Vigorous organisms talk not about their processes, but about their aims.
G. K. Chesterton
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