Sign in with
Sign up | Sign in

Tom's Advocate: Got A Manufacturer Grievance?

By - Source: Tom's Hardware US | B 31 comments
Tags :

Do you need a little help dealing with a computer company? Let us help you.

Here at Tom’s Hardware, we’ve always taken pride in being an advocate for our audience. That means providing the most straightforward, comprehensive reviews, taking your feedback and applying it to our stories, and pointing our readers in the right direction when we’re able to help answer a specific question.

Sometimes, though, we receive more worrying correspondence—concerns that a particular vendor isn’t supporting its products, features missing, discontinued drivers—the list goes on and on.

Well, we’re not afraid to step up when a vendor lets you down. We have much respect for our friends over at Maximum PC and their old Watchdog column. Much time has passed since we've seen it, though, and we don't want the enthusiast community to go unrepresented to the companies from which you buy your hardware.

That's why Tom’s Hardware is introducing a new feature that lets you write in about your unique situation (with all of the relevant warranty information, photos, and contact information), so that we can go to bat for you. Think of this column as a mail bag with incisors. Believe it or not, most companies want to do right by their customers. Sometimes, somewhere along the way, however, signals get crossed. We know how to go about getting better reception, if you catch the drift.

Now, we can’t promise a response to every single email that comes in, nor are we guaranteeing a favorable resolution. We can, however, leverage our contacts to make your voice heard when there is clearly something amiss. Is a vendor not honoring it's warranty policy? Is a company giving you the run around? If you have a grievance, drop us a line at advocate[at]bestofmedia.com, and we'll see what we can do for you.

Keep in mind this column is intended for people who need help addressing a missing feature, ignored warranty claims, or some other support disconnect. If you have general tech support questions, you are encouraged to start a thread in our Forums, where literally tens of thousands of members can help you solve your issues.

Display 31 Comments.
This thread is closed for comments
Top Comments
  • 13 Hide
    borisof007 , June 7, 2011 5:24 PM
    Yay! I like this
  • 10 Hide
    dread_cthulhu , June 7, 2011 6:37 PM
    This is a good idea! Being a tech website... I'm fairly sure your inbox will be bursting with complaints here soon, because I've never known a tech vendor that doesn't generate complaints!
Other Comments
  • 13 Hide
    borisof007 , June 7, 2011 5:24 PM
    Yay! I like this
  • 7 Hide
    upgrade_1977 , June 7, 2011 5:35 PM
    AWSOME!! I used to read the watchdog columns every month. Loved it. Great idea!!
  • 1 Hide
    Anonymous , June 7, 2011 5:59 PM
    Poor ocz and the ssd's
  • 6 Hide
    extremepcs , June 7, 2011 6:07 PM
    Good idea! I do have this ISA modem / sound combo card that I can't get to work with my i7 board and Windows 7... :) 
  • 5 Hide
    house70 , June 7, 2011 6:07 PM
    Good idea.
    Does this apply to the vendors that use Tom's comments forum for their own publicity goals? If so, Tom's please ban all the counterfeiters' websites that are posted by these vendors.
    Cleaning up your backyard a bit would be a good start.
  • -4 Hide
    hoofhearted , June 7, 2011 6:20 PM
    Tom's ripoffreport
  • 1 Hide
    dgingeri , June 7, 2011 6:35 PM
    I like this. It might help me with the problem I have with Belkin.
  • 10 Hide
    dread_cthulhu , June 7, 2011 6:37 PM
    This is a good idea! Being a tech website... I'm fairly sure your inbox will be bursting with complaints here soon, because I've never known a tech vendor that doesn't generate complaints!
  • 0 Hide
    PhilFrisbie , June 7, 2011 6:49 PM
    Darn! I just got rid of my Pro Audio Spectrum 16 sound card. They never updated the drivers past Windows 95. . .
  • 2 Hide
    Alex_60 , June 7, 2011 6:57 PM
    The best thing you could do!
  • 0 Hide
    greenback , June 7, 2011 7:12 PM
    Just when EK waterblocks has blamed it's users for the nickle flaking on it's blocks because they used distiled water and silver coil though no other company producing nickle plated waterblocks has the issue
  • 0 Hide
    ataryens , June 7, 2011 7:14 PM
    appreaciate it
  • 6 Hide
    Onus , June 7, 2011 7:24 PM
    I'd love it if Tom's / Best of Media could bring some legal pressure to bear on all those responsible for the liar-label PSU-shaped objects out there (e.g. Logisys), from those selling them (sadly including Newegg) to those whose job it is to prevent this nonsense (e.g. the FTC). That is outright consumer fraud. Not subjective exaggeration or marketing hype, but objectively measurable consumer fraud.
  • 0 Hide
    moonshire , June 7, 2011 7:28 PM
    Do i need to mention ACER at all here?
  • 0 Hide
    warezme , June 7, 2011 7:41 PM
    I have just sent you guys my story, Thanks A Million! for listening
  • 1 Hide
    hellwig , June 7, 2011 8:00 PM
    I could have used this 10 years ago when my Alienware crapped-out on me (last OEM PC I ever bought). Took me a year and about 5-6 returns before they sent me a computer that stopped crashing all the time. They even accused me of overclocking (back when it was verboten) because I had cleared the CMOS (which I was told to do by their own tech support people). Anyway, a letter to their president finally got some results (back before they were bought by Dell, today, good luck, I don't know if Michael Dell gives a crap).

    I imagine a letter from a prominent hardware review site gets better results than one lone customer repeatedly complaining to tech support in India.

  • 0 Hide
    Anonymous , June 7, 2011 8:05 PM
    The no.1 company on my hit list is DFI and their unwillingness to update bios for 790 based boards (amd)., Im not sure if they are out of the mobo business but they are as far as im concerned.
  • 3 Hide
    SR-71 Blackbird , June 7, 2011 8:20 PM
    Tom's Hardware provides TOTAL support!Simply the BEST forum on the Planet!
  • 6 Hide
    pazygozo , June 7, 2011 9:28 PM
    jtt283I'd love it if Tom's / Best of Media could bring some legal pressure to bear on all those responsible for the liar-label PSU-shaped objects out there (e.g. Logisys), from those selling them (sadly including Newegg) to those whose job it is to prevent this nonsense (e.g. the FTC). That is outright consumer fraud. Not subjective exaggeration or marketing hype, but objectively measurable consumer fraud.


    i second that. that would be great!
  • 3 Hide
    Apple Troll Master , June 7, 2011 11:18 PM
    Apple...Why do i need to have my serial present to get some support. If i own a Cinema 30" display, am having an issue and am intelligent enough to afford and pickup a phone do i need my serial? Just to get some answers...and their stupid "I can understand complex sentences" automated system doesn't work either..because it doesn't know what Cinema Display, 30-inch Cinema Display or any other variation of the display is, thus putting you on hold while it gets you to someone. Then you need to pay for support, seriously? My issue ended up being the Cinema power brick was going.
Display more comments