• Report: #25968

Complaint Review: GE Zurich Warranty Mgmt. Co.

  • Submitted: Fri, August 02, 2002
  • Updated: Sun, November 09, 2003

  • Reported By:okemos mi
GE Zurich Warranty Mgmt. Co.
10945 Estate Ln. Dallas, Texas U.S.A.

GE Zurich Warranty Mgmt Co Warranty Ripoff Dallas Texas

*Consumer Comment: the games they play

*UPDATE Employee: GEZWM company goal

*UPDATE EX-employee responds: It's obvious you have a problem with your computer, however

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I am extremely distraught over the service I have received from GE. I have a Compaq 5440 which has many technical problems, too many to mention. GE finally approved to have a new motherboard installed in my hard drive. I felt like all my fighting had finally paid off.

Unfortunately, the computer is now in worse shape than before. The first two times the system started there was absolutely nothing on the desktop. The third time everything seemed to be okay, but when I clicked on the start button the menu was all distorted with black vertical lines. A message stating the system resources were dangerously low. (0%-2%)

GE wants to start troubleshooting all over again. I feel I shouldn't have too. It is their responsibility to ensure the components work correctly before installing them in the customer's hard drive. I also have reason to believe the technician didn't really replace the motherboard at all. I think the same one is still in there. When Compaq replaced the motherboard and power supply I had to re-register the computer all over again. As if I had just bought the computer.

This time I didn't have to do that at all and there was still some personal items I had saved on the hard drive. GE is not interested in hearing about the motherboard being faulty. They want to start troubleshooting all over again.

If anyone has any input I would greatly appreciate it.

Thank You

Lisa Lansing, Michigan

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This report was posted on Ripoff Report on 08/02/2002 12:30 PM and is a permanent record located here: http://www.ripoffreport.com/r/GE-Zurich-Warranty-Mgmt-Co/Dallas-Texas-75238/GE-Zurich-Warranty-Mgmt-Co-Warranty-Ripoff-Dallas-Texas-25968. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Consumer Comment

the games they play

AUTHOR: Terry - (U.S.A.)

Thanks Mark For Commenting.

To the first rebuttal. To suggest that the problem may now be the hard drive and software is

Mark is correct, for online diagnosit you must restore to factory settings. The tech. would restart the PC after installing a Mother Board to see if the sys. is working properly.

Here is where the "play" comes in. The rech. ask you to sign a for for the purposes of them getting paid. They then put you on the phone so someone can ask is your PC working now. Like with in 2 minutes of a replacement part.

Then when you call back with a problem,they say you signed a form stating it was working properly.

Yeh let's here some more inside cheating tactics, to rip off the consumer !!!
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#2 UPDATE Employee

GEZWM company goal

AUTHOR: Mark - (U.S.A.)

This is in response to the rebuttal made by Anonymous in Nebraska.

As a current employee of GEZWM, I know that GE-Zurich's goal is to frustrate the customer to the point that they go and get the hardware component fixed on their own. This saves money in two different ways...

1. GEZWM does not pay for the part or service

2. When client's get unauthorized repairs done, they void the warranty through GEZWM and cannot get any future repairs done.

Yes, the customer in this instance obviously does not know much about computer hardware, but that is besides the point. GEZWM makes every customer perform a hard disk restore on their PC before doing any hardware repairs. This process formats the hard drive (thus erasing any "software") from the PC.

After the hard drive is formatted, the restore cd's are run and the Operating System (software) which is usually MS Windows of some version is reloaded on the hard drive.

If the customer is still having the same problems then this should mean that since software has been eliminated from the equation, hardware...in this case the motherboard or hard drive are causing the issue.

Not according to GEZWM, further problems mean the restore cd's the customer has are corrupted and they need to call the manufacturer and get them replaced. They another hard disk restore must be run.

The customer of course has to do this with GEZWM on the phone, therefor wait on hold for a half hour and then the hard disk restore process takes about an hour. The client does at all times have an option to call GEZWM software support and pay extra money to check out the software on the machine.

GEZWM likes to use different techs for each callback so the same troubleshooting can be done over and over again to lenghthen the process.

There is also a policy that if a case is not resolved in a certain number of days, the customer must do over every single troubleshooting task performed in the past. GEZWM is the worst company I have ever worked for and I do not feel very good about myself driving home after work knowing how many people we are scamming.
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#3 UPDATE EX-employee responds

It's obvious you have a problem with your computer, however

AUTHOR: Anonymous - ()

There's some basic computer knowledge that you're missing that may help clarify things.

1) Your hard drive is a piece of hardware inside your computer tower that stores your data (your programs, your files, even your Windows operating system)

2) Your motherboard is the circuit board in your tower that everything else attaches to.

3) Registering your computer doesn't *do* anything other than tell Compaq that you're a customer of theirs in case you have to call in for support and also allows them to put you on a mailing list and sell your personal information to others (which virtually any company that you send registration information in to will do)

It looks to me like what has happened is that you had your motherboard replaced but you didn't have your hard drive wiped out and restored. Your hard drive contains (among other things) the drivers (think of them as little programs that tell the computer what the particular piece of hardware is, how to use it, etc) for every piece of hardware inside your computer. When your motherboard was changed out chances are good that some of the hardware components on that motherboard are slightly different than the components on your original motherboard. If this is the case then the drivers that are *still* on the hard drive could definitely be causing an issue with your new motherboard. The solution to this is "restoring" your computer. Your computer came with a set of restore cd's that have your Windows operating system and all of the original software that came on your system. Letting Windows reinstall would allow it to redetect the new motherboard and automatically install the proper drivers for it.

This is, most likely, what's occuring with your computer. Yes, there's a chance that the motherboard put in your system is defective. However, you can't assume that it is when there's other, likely possibilities, that are causing the issue.

The thing that causes alot of people so much heartache with their computers is the fact that there are 2 components of your computer, the HARDWARE and the SOFTWARE. There are literally millions upon millions of software programs that a person could potentially install on their system, all of them written by people just like you and me. They're not all created equal. Some are great and some are...well...not so great. Combine this with the operating system (another piece of software) which is typically Windows, which just about any computer afficiando will tell you is a bug ridden OS (just check out Microsoft's own Windows Update site to look at all the patches/security updates/fixes/etc) in just about all it's iterations (compared with Linux and Mac OS anyway) and it should be obvious that there's no possible way that any insurance/warranty company can cover all the possible effects that any given software program may have on your system.

So, Lisa, to answer your concern, that is why GE wants to do more troubleshooting on your system. Maybe your replacement motherboard is bad, and it's unfortunate that you have to go through added steps and added headaches to get the issue resolved, but the policy is in place for the other 99% of the cases where the problem is in the software and getting another motherboard is not going to resolve your issue anyway.

Hope this helps.
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