Once again a tech company falls short in the communication process. I am doing some slight mods to my new case and wanted to ask for a paint code to get a can of spray paint. No email on the website, or in the paperwork that came with the case. So I had to create an account and put in the request like a warranty claim.
A lot of tech companies are guilty of not putting any/enough contact details on their homepage. Now I usually check the "contact us" section of a website before I order there because two recent deliveries had been total nightmares and I needed to contact the seller but simply couldn't.
The first offender was a company that sells Windows 10 through Amazon. However, the copy they sent me didn't work (according to the Microsoft hotline the key had been blocked). So I needed to contact the seller and ask for another key. In the end it worked out, but they weren't exactly advertising any means of contacting them.
The second offender was HP Switzerland. I ordered something, then I cancelled the order (through my account) before shipping. But they shipped the item anyway and put around -1000 ? on my credit card for a whole month, even though I didn't accept delivery and the item was returned to HP. And the only way to contact them is by going to a general contact form (which is fucking well hidden in the first place), and then nothing happens... you don't receive a confirmation mail that your request has been received, they don't get back to you... simply nothing happens.
After about a month they managed to refund the money and even give me a voucher, but of course it didn't end there: With that voucher I purchased a warranty extension for my monitor. When you buy the monitor directly from HP the warranty extension is automatically activated. However, I bought my monitor somewhere else, so I had to active the extension myself. Only that HP didn't send me any information on how to do so. They only sent me a bill with "3 Year Warranty extension for device <blank>" and a link to their shop where I could buy more warranty extensions. So I had to contact them again, and after about a week somebody from HP asked me to send them a copy of the invoice for the monitor as well as its serial number. Mind you,
I had to contact
them in the first place about how to activate the warranty extension, they didn't contact me on their own for two weeks after selling it to me.
Bottom line: HP Switzerland: Extremely poor customer service.
On the other end of the scale, one of the four HDDs in my NAS died and I contacted the local company where I had purchased the disks (they have been in use for only 8 months of their 24 month warranty period). They got back to me within 12 hours and even shipped me a replacement right away (which I got the very next day), without me having to send the broken drive in first. That's what I call service. I was prepared to ship the broken drive first, and then have to wait for a week or two until somebody decides that "yeah, it's actually broken". Instead, they just sent one right away. And it's not exactly a cheap one, either...