The end of the year is always a fiercely competitive time for computer stores, marked by a slew of promotional programs. When the price and quality of products are not significantly different, buyers primarily focus on the after-sales service provided by companies. 
Warranty services are considered a crucial factor in establishing the credibility of each business, especially for companies specializing in electronics and computers. However, not all stores perform this step well. “I bought a hard drive in Cau Giay, but the computer didn’t ‘recognize’ it. I took it to the store, but for an entire month, after dozens of calls, nothing was resolved. In the end, they told me to either wait or take the drive back“, said Luu Bach Viet, a graphic design specialist in Hanoi.
Similarly, Nguyen Quang Hien, a network administrator at RMIT University, recounted his experience purchasing RAM from a large store on Ly Nam De Street: “I plugged it into my computer, but it didn’t work; switching to another RAM stick was fine. The store acknowledged the RAM was faulty and promised to repair it. I had to insist that I was in the profession and knew RAM is often difficult or even impossible to repair. After some back and forth, they finally agreed to exchange it for a new one“.
Typically, computer distributors in Hanoi have clear policies regarding warranty cases. Moreover, warranty terms have become much more lenient compared to a few years ago. For instance, Mai Hoang Company agrees to resolve issues for customers in cases of broken IDE hard drives, while DTIC Computer Supermarket offers free home warranty services (most companies require a $15/year contract for home repairs). “No one wants to deal with malfunctions after making a purchase. Within reason, the company will strive to ensure the highest benefits for customers and provide them with a comfortable experience“, said Nguyen Ngoc Phan, Deputy Director of DTIC.
Echoing this sentiment, Anh Ngoc Company admitted that “warranties are a relatively sensitive issue” and fulfilling all commitments is not an easy task. A store praised for its attentiveness one day can be harshly criticized the next. In many situations, the inconsistency in warranty perceptions often stems from the customers themselves.
The reporter also witnessed a heated argument when a customer brought an entire computer case to an electronics store on Quang Trung Street. The staff inspected it and confirmed that the chip leg was broken due to user error, so it was not under warranty. However, the customer became upset, insisting that his family “doesn’t know anything about technology, so we wouldn’t take it apart“. In reality, Intel chip legs are inherently fragile, but unless tampered with, they are unlikely to bend or break spontaneously. Nevertheless, the store decided to forward the case to Intel for review.
Lê Ngọc Anh, a website management specialist at CMS Computer Company, confirmed they receive numerous calls on their hotline complaining about awkward situations such as “my LCD screen has 2 dead pixels but cannot be exchanged“, while the company policy states that 5 or more dead pixels must be present for an exchange. Many other stores face frustrations because customers do not provide sufficient information, making it difficult to sympathize or cooperate. Some individuals frequently remove hard drives and RAM but do not handle them properly, leading to scratches or water damage during transport. When questioned by staff, they hesitate to be truthful due to the fear of “not getting warranty service“, resulting in prolonged inspection processes. If the store discovers the cause and does not resolve it, customers immediately express dissatisfaction and blame the company for “poor business practices“. Some customers even criticize stores simply because “the employee responsible for complaints looks… terrible“.
Many warranty issues also stem from the attitudes of store staff. Numerous employees display impatience and irritation in response to customers’ inquiries. Moreover, some computer stores in Hanoi still maintain a mentality of “abandoning their children in the marketplace“, thinking that once the sale is made, the job is done, and any future issues are handled half-heartedly. Lê Thanh Nam (Phap Van Apartment, Hanoi) recounted, “Once, I bought a motherboard that failed within a few days. The store agreed to exchange it (many companies agree to replace faulty products within one month of purchase) but claimed they had no stock. After many delays, they finally gave me an old motherboard. I had no choice but to accept it“.
Nguyen Quoc Dung, an accountant at an import-export company on Tran Binh Trong Street, faced a similar situation when his Seagate 20 GB hard drive malfunctioned after less than a week of use. The store on Chua Boc asked him to wait, citing “the product hasn’t arrived yet,” and 10 days later returned it with an old drive. “In computers, hard drives and CD-ROMs are the most physically active components; thus, even if they still run well, second-hand items cannot compare to brand new ones“, Dung explained.
Warranty complications also arise partly from the skill level of repair staff. “Technicians will fix what they can, but those who are not knowledgeable will bring entire cases to the store. If the inspector is not skilled, they may waste time and may not accurately diagnose the issue“, Hien explained. Those fortunate enough to encounter skilled technicians can rest assured that their problems will be resolved quickly and without hassle. However, “customers” will soon find themselves frustrated if their products are “damaged beyond repair” or if they receive empty promises from incompetent and irresponsible employees, such as “you can go home; I will definitely call you when it’s fixed“. Ultimately, the ones who spend money calling day after day are the customers. “For those of us who need to use computers frequently, this ongoing delay is nothing short of a disaster“, Hien stated.
Another reason affecting warranty quality is that when smaller stores cannot repair items, they must send them back to the main distributor. This process of exchange and transport is not always smooth. There are also cases where companies avoid honoring warranties by deliberately placing seals in easily torn locations like connection screws and corners. In another instance, a technician inspected and confirmed that the customer’s computer had no issues. This situation often occurs with RAM, which has many memory slots and can be hard to detect issues if only a few programs are running. Some individuals have exploited this characteristic to deny RAM exchanges for customers, claiming it’s a “software issue“.
“Customer trust in a company can be built or shattered at the final stage: warranty. We are considered ‘customers’, yet often we are deprived of that ‘small happiness’“, Viet humorously remarked.
Hai Nguyen
