How to deal with an AWOL PC vendor

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by Anush Yegyazarian and Tom Mainelli

(IDG) -- Pastor Glenn Linthicum owns two Quantex PCs, and until something went wrong with the power supply's fan on one, he was pleased. Then he spent ten futile days trying to reach the company.

The Clifton Forge, Virginia, resident is not alone. Over the past several weeks, and particularly the last few days, many PCWorld.com readers have reported severe trouble getting technical support or information from either CyberMax or Quantex.

Both direct-PC vendors CyberMax and Quantex are the apparent corporate subsidiaries of Fountain Technologies, which recently filed for Chapter 11 bankruptcy. A Chapter 11 filing is intended to protect the company from creditors while it reorganizes and continues its business.

PCWorld.com staffers have made repeated, and unsuccessful, attempts to get official statements from CyberMax, Quantex, and Fountain. As a result, the extent and persistence of the companies' problems is unclear (see "Quantex, CyberMax go silent," link below).

Quantex quandary

Linthicum's Quantex system was still under a three-year warranty. He first called Quantex tech support on August 9.

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In the past, an automated message would estimate a waiting time and eventually put him through, he says. Not this time. He was disconnected after about ten minutes every time he called. He says this happened daily for ten days.

On August 18, he dialed all the available numbers on Quantex's Web site and finally reached the customer service line. But what he heard didn't make him feel much better.

The Quantex representative told him the company's Utah tech support facility is closed, and that the company had scaled down to only eight hours of technical support daily instead of its advertised 24/7 support. Because of the volume of calls, not everyone gets through, she added.

She took his name and phone number, and suggested someone would contact him within a week.

Linthicum decided instead to get his PC repaired locally. His latest Quantex experience was a disappointment--and a change, he says. "Prior to this I was singing the praises of Quantex," he adds.

If Linthicum got the straight story, relief may be available for the most patient customers. At least he got through, unlike Judith Grizanti of Liverpool, New York, who has been trying to get help for her ailing CyberMax PC for a month. Like Linthicum, she opted for a local repair shop rather than waiting.

If you relate to the hapless CyberMax and Quantex owners, following are some tips for how you might help yourself.

The distraught PC-owner's FAQ

Here's a guide to how you can protect yourself when your PC vendor goes AWOL.

Your system is already in for repair:

You may be out of luck until the company can release it to you or someone takes over the company. If you live in the area, it may be worth your while to visit company headquarters directly to try to retrieve your hardware.

Otherwise, as unpleasant as it is, you may have to cut your losses. You can file an official complaint with your local Better Business Bureau or consider legal action by contacting the U.S. bankruptcy court or by seeking expert advice.

You're trying to get tech support:

Perhaps your calls to tech support go into an endless "hold" loop and eventually disconnect, and your e-mail goes unreturned.

Unfortunately, that's a common pattern while companies are in disarray or on their way to closing their doors. Once companies have completed reorganization, things may improve. In the meantime, try this:

  • Check the vendor's Web site. You may not be able to reach a tech on the phone, but often drivers and pointers posted on Web sites can help you with some common problems.

  • Call the individual parts manufacturer. If you know your problem is with the hard disk or the CD-ROM drive, for example, you may be able to get service from the parts maker. Take note: Those warranties may be shorter than your system warranty, so check your documentation.

  • Try tech advice online. A number of Web sites such as AskMe.com, ePeople, and Service911.com let you e-mail or post a detailed description of your problem and get free instructions for a fix.

  • Look into a PC repair shop near you. You may find an independent store, or try one of the major chains such as CompUSA or Best Buy, which service even systems you didn't buy there (see "PC repair undercover," link below). Choose your repair store carefully -- call around for prices, and ask friends for recommendations (see "Top repair tips," link below).

If you don't yet have a system, but the AWOL vendor has your money, you have several good options.

Getting your money back?

Keep receipts and careful notes of your experience in case you want to sue in Small Claims court if your loss is relatively small. Contact your local consumer affairs offices or county courthouse for guidelines. Your chances of getting your money back are slim, however.

"Often, in cases of failed companies, there aren't funds for individual consumers, because the secured creditors get paid first," warns Sandra Michioku, a spokesperson for the California state Attorney General's office.

You may have some protection if you happen to live in a state such as California where service contracts are regulated. There, vendors must back their service offerings with an insurer, or put money in an escrow fund to cover obligations, according to Karen Skelton, program specialist for the Bureau of Electronic and Appliance Repair, a part of the California Department of Consumer Affairs.

In California, this protection extends only to PCs sold into homes or home offices. Businesses are out of luck. "That's all handled through the court system," Skelton says.

Even if the company is based out of state, a California consumer still has protection, Skelton adds. Of course, if the company goes out of business entirely, the agency can do little but refer you to the U.S. bankruptcy court.

You've recently put in an order:

If you've bought but have not received a product and want to change or cancel your order, try contacting the company first. If that fails, call your credit card company.

You can always cancel the purchase, Michioku says. Most major credit card companies have detailed policies that let you avoid charges in such cases.

Surviving their bankruptcy

If you suspect that your PC's vendor has closed up shop, you can take some steps to find out for sure. First, check the company Web site for any posted statements.

Then, check with your local Better Business Bureau. If the vendor is a publicly traded company, you can also try the Company Sleuth site, to see if it has any information on your AWOL suspect.

Finally, try the bankruptcy court in the company's home state to see if you can get confirmation of the company's status.

Do your homework

Because your odds of recovering costs from a bankrupt company are so low, your best bet is prevention.

"It's always a good idea to know the track record of the company," Michioku says.

Be sure to keep all relevant warranty and technical documents. It's always a good idea to review the coverage of a service contract and see what the terms are, Michioku suggests. Be warned, however, "Generally the warranty is good only as long as company is in business."

Back up your data so that if the worst happens, you still have all copies of your hard work. After that, just keep your fingers crossed.

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