3 weeks of waiting - RMA :(

I'm writing this to see if anyone understand the Zepto repairing-proces. 2 weeks ago i sent my 6214 in for repair, but when I check the status of repair on their website the only thing it shows, is that Zepto received it 2 weeks ago...

If it's just sitting there why did I have to send it in two weeks ago? I mean it still kinda worked (probs with overheating and some issues with the screen), and I could really have used it these two weeks. It kinda p....s me off...

Sorry for this post, I just need to vent my frustration that i don't have my laptop

Zepto have been nothing but nice everytime i call or write. I just hope they get my lappy to work properly again...

 

Hmmm. This post isn't doing anything to reassure me about the time i'm going to be without my laptop.

I'm in the same situation as you... My laptop still works more or less and I can't afford to wait too long for it to come back. (It left last week)

 

I have been waiting also. Zepto got my computer on the 14.september. And I was told my computer was DOA and I would get it repaired in a week. After a week, I contacted them, and they were very rude. But when I presented evidence of the promised they made, suddenly they gave it DOA status, but thats a week ago now. I have sent mails but have not heard from them in a week. Very frustrating, and very lousy customer service.. I have had contact with the swedish support.

 

Three weeks is a long time and I hope someone in Zepto will tell us why any RMA work can take so long.

One potential problem I can think of is the possible need to replicate the problem reported by the user so they know what to replace.

John

 

@Zepto we also do not think this is an acceptable time period either. Can you guys please email [email protected] or PM me your RMA numbers and I will ensure we look into these today. I have also passed this information on to the RMA manager and also our COO.

 

Well... That's dedication to customer service! Not 2 minutes after i replied with my RMA number did I get feedback that it was being looked into!

Thank you Zepto for being here!

 

I can tell you guys as much as we have a queue-system where the machines are repaired according to the date they are received and according to the status they have "Easy" "Urgent", "Quick Repair" ect.
Some of the machines that take a long time is the ones where we have a hard time replicating the issue, or they can be waiting for spare parts. They won't change status on our web page until they are actually being repaired. A lot of the machines leave us within 7-10 workdays (some faster), but unfortunately there are a few that stay in our system for longer than that.

It's good to see that ZeptoUK is on the case.

 

Yeah, I think perhaps it's not the wait per say, but the fact that I don't know what's going on that's bothering me. If you classify the laptops ("easy", "urgent" and so forth), couldn't you put this up on the status-website? Just so customers can see something is happening.

Anyway, nice to see that Zepto's interested

 

Well normally we tell the customer on the phone when we make the case what classification it gets and how long the estimated repair time is.

"Easy" is normally something like a keyboard/RAM/HDD change and take a max of 7 work days.
"Urgent" is if the machine is within the first 14 days or within 14 days from last repair and is normally also within 7 work days.
"Quick Repair" is a service that can normally be bought a long side the machine and werepair the machine within 2 work days from we receive it as long as we have the spare parts in stock.

The mentoined repair times are only as it is now and they can change from time to time.