Re: Key Pad Doors.

[Matt Ion <soundy106@xxxxxxxxx>]

Sue wrote:
> Similar situation with Canon.  Had a Powershot digital camera for over 5
> years, 3.2 megapixel.  The LCD display started to fail, looking like it was
> melting, and sometimes even just going black.  The photos echoed what showed
> on the display.  I was about to toss it into the trash and make my way to
> Circuit City.  First, tho, I visited the Canon website to see what the newer
> models were like.  I happened to come across a notice regarding certain
> camera models that were experiencing LCD problems in humid areas of the
> country (mind you I live in the desert, but it does get humid sometimes)
> cause by a manufacturing defect, and that they would repair these units free
> of charge if this were the problem, no matter how far out of warranty they
> were.  My model was on the list.  :-)  Bingo.
>
> So I called the number on their website, and asked them for an RMA.  They
> immediately emailed me with an RMA number, and a UPS or Fed Ex, can't
> remember, shipping label that was prepaid.  I sent the camera back.  They
> emailed me when the camera was received, and told me they were about to work
> on it.  Once they opened it up, they sent me another email saying that all
> repairs would be free of charge.  After about a week and a half, I received
> a package from Canon.  I opened it, and lo and behold, there was a letter
> explaining that they did not have the required parts to fix my old
> Powershot, and they were enclosing a unit of equal or greater value.  My
> god, this was a 10+ megapixel camera with a large LCD display!  Way better
> than what I had sent them!  It's refurbished, but it looks and barks like a
> new one.  I'm a Canon customer for life!

Well as long as we're on good-customer-service stories, I'll relate one
I had with NEC:

Bought a used NEC laptop years ago, guy was selling it cheap because the
hinge was super-stiff and in the process of closing it one day, he'd
cracked the outer plastic casing.  It still worked fine, but it was
almost impossible to open/close without a great deal of effort keeping
all the pieces aligned.

The laptop was several years old and long out of warranty, but I called
NEC (toll-free number, gotta love it) to see if I could just order the
piece of the case and replace it myself.  As soon as I explained the
problem, they told me that this cracked case was a known defect with
some models, and they'd repair it for free.  They asked for my address
to send a courier, and asked if I'd need something to box it up in as
well.  Purolator showed up the next morning with proper packing
material, and took the thing away...

About a week and a half later, I called NEC to check on the status...
they apologized profusely for the delay, but they'd discovered another
crack in the bottom part of the case as well, and the replacement part
was back-ordered a couple days.  Two days later, they called me back,
apologized again for the delay, and informed me the laptop was on its
way back.  Purolator arrived that evening with it, looking better than
new, and the entire process didn't cost me a cent, even on the phone bill.

Yup, NEC knows how to keep customers happy!