I have a 6625, and I have been trying for the past 3 months to get it fixed.
Sent it in 3 times, and nothing has been done. Basically the GPU is not working as it should, and after 10 min of gaming shuttering kicks in, game becomes unplayable.
I've spoken to Claus, no luck. Then wrote a letter to Thomas Strauss (head of international sales), expressing my disappointment with the poor level of service I'm getting, and unless they replace or refund the laptop i will take them to court. He got back to me promising that if i send it back this time they will fix it.
SO i send it in, wait for a week and receive an e-mail from Claus saying that the laptop is fine and it was tested with 3d mark and is scores above 3000 so it's ok. Wrote back to him explaining them saying they haven't actually addressed the issue with Prime 95 and 3d mark. The problem appears when gaming for 10 min. Anyway he never wrote back.
Two days ago, i phone up Info Care (they deal with the repairs) and I've spoke with someone, that was very helpful and professional and said that indeed he is aware of a problem regarding the 8600GT in this laptop, and he will test it with UT 3 and see where the issue is. So i gave him my RMA and he said that there is a message in the system that the laptop is being considered for replacement due to faulty GPU.
I've phoned today another number from zepto, and I've been told the same thing, that the laptop is being considered for replacement due to faulty GPU, but they cant tell me more and i should phone Administration.
I phone Administration, i speak to Thomas Strauss and i explain again what I've been told , he then started to yell at me saying this is impossible and that my laptop is perfectly working, and then he just hanged up on me, saying he will not waste his time with this case anymore, and that every time i will try to do something about this case it will go trough him because is the highest in "command".
I am appalled at how they have treated me as a customer; when all i wanted is to get my laptop fixed.
I have then found out that my laptop was never sent to Info Care, so what is going on ?
Can someone here please help me?
Looks like the last solution is to take them to court.
-
Did you purchase your computer directly from them?
That is just the reason why i purchased mine from a retailer. Should such thing occur, the shop is responsible for such failures. I won't then have to deal with the manufacturer at all. Though i just sent my Mythos in for repairs for failures with the audio card.
These experiences i have gathered currently working for an electronics retailer. -
Yes i did purchase the laptop from the Uk website, but unfortunately not getting uk level customer service.
-
The stuttering issue in the older 8600m GT cards is actually a software issue. Are you experiencing mini stutters or big stutters? The stutter is a result of Nvidia downclocking the card in their drivers.
You can look this up while you're at it.
http://www.mucro.asia/index.php/FAQs/Support/stuttering-graphics-in-games.html
The best driver for the machine is actually the 156.87 driver that is released by Lenovo/IBM.
Remember to use drivercleaner to wipe off all traces of your previous drivers. -
thats just the 8600m 4 ya
-
-
@ ZeptoSG - the shuttering I'm experiencing goes like this : 10 min into a game (CS for ex, which is not that demanding), plays great, but after that, the FPS drop is huge - and makes the game unplayable anymore. So i guess it's big shuttering. Thanks for the link I got the laptop back this morning and i will test it , post results later.
@andygb40 - cheers for your comments, I agree it is a mid point card, and I was only playing games from the 2007 release. And even if i play on 800x600 or 1680X1050 , low to high config, i get the same problem... -
The level of incompetence of Zepto service is unbelievable, just restored my system, and half of the keys are not working! ARGHHH - and this was the third time i've sent it to them. I can,'t even type in my password, absolutely ridiculous.
-
Update - at a closer look, there is a 1 inch scratch on the screen in the bottom left hand side, and the bezel around the screen is sitting away from the screen by 1 cm, will post pictures later.
I've phoned zepto again, spoke with Claus - he claims they haven't done anything with the laptop and they have certainly not damaged it. I have witnesses that saw me open the box this morning and the state the laptop was in. On top of that he is refusing to pay for shipment even though my warranty covers this. He claims these damages are not covered, even they happened whilst in their care.(another time I've sent it in they've scratched the back of the machine – that’s another long story).
All together this is a nightmare, and it's getting worse. Small Claims Court is the final option. -
Apparently times are a-changing in zepto world.. i just got a mail from them saying that they're introducing new improvements in the customer service and repair departments so that there should be no longer than three minutes of waiting time on the customer support phone line and no longer than 5 days of repair time..
I don't know if i really dare believe in this though, i suspect nothings going to change significally.. I'm going to send in my nox in a short period of time because of a broken down arrow key and then i'll see if they are going to keep their promises for once. -
One law says something like: if a product is repaired twice for the same problem and it still mal functions the consumer has the right to reverse the buying agreement and is entitled to a full refund.
Instead of going to court I would go to the 'consumer authority' and see what they say.
The situation in Denmark may be different but I would not be surprised if it's very similar. -
-
@freddy2go - good luck with our laptop. I dont believe anything at zepto will change. They are essentialy the same incompetent people.
i am having to write this messge with an onscreen keybord because of their incompetence.
After posting this video as evidence ( http://www.youtube.com/watch?v=H3Y1AUjMgpo) Jonathan got back to me saying it's a software issue and they are not responsible for it, even though i said i have the same prob in dos. Mind you this is the RMA manager that suggested that if i can play solitare fine that means my GPU is in fully working condition, and he doesnt see any problem with the graphics card...
@Phil - im actually in the uk , but contacted the Consumer rights in Denmark - http://www.forbrugereuropa.dk/english/facts/consumerrights/ , and is similar to Netherlands. I am waiting for they reply on this issue. thanks for your input.
A good lesson here is to buy from a known retailer/manufacturer,that has a good record for customer service. Zepto actualy offered me to buy their new laptop at a discount and keep this. Instead of a sales pitch , they should have concentrated on fixing my laptop whilst under warranty. -
That's pretty ridiculous but I can honestly believe that happening with Zepto. I have self had problems with them and I fear that I still need to send my machine back there.
-
My Mythos has been in Denmark now for over two weeks, and so far it seems that they haven't even looked at it yet. There's nothing in the RMA page, just the date they received it.
-
-
yeah i can confirm that. Just read my topic, you'll find all the info on repairs there. If you need any help, just contact me. And prey that my computer will be back tomorrow decendly repaired
-
-
-
-
-
Hmm. It kind of depends on your country's laws.
Here resellers / their superiors have "a reasonable amount of time" to fix whatever is wrong with your product. According to previous cases in court or settled before that, they've decided that 2 weeks to 1 month are acceptable repair times for consumer electronics, since they're not needed for daily living (based on things humans need to stay alive, so to speak). This is valid even if the product has to be sent to overseas for repairs. It's the seller's responsibility to guarantee that the product they sell is repaired in reasonable time and sending the product overseas in no exception.
If the product has to be repaired three times because of the same defect, the customer is entitled to have a new, similar product or a equivalent one. Usually retailers try everything else before refunding the customer, that's the last resort.
Alas, EU has some legislations about these things. Check:
http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=CELEX:31999L0044:EN:HTML -
-
-
Oh, update! I got an e-mail from Infocare and it looks like they just didn't update the status of my repair.
08/07/09 actually stands for July 8, 2009, not August 7, so in case anyone here has to send his/her laptop to Infocare, you know what the date means. The guy at Infocare updated the date to July 17, so I might get my laptop on Monday or Tuesday. Looks like the people at Infocare are a little more supportive than the Zepto people. Still, three and a half weeks are quite long, who knows what's going on there... -
I've had positive experiences with the local Infocare repair facility, but that's in a another country so there are probably some major differences. -
-
Update - I've phoned zepto and spoken with Jonathan today, after they have been ignoring my e-mails for 2 weeks, and it's unbelievable how ignorant he is. I have to say they just simply don't care about anything I said, and implying that I had the scratch on the screen for a while, just because the laptop is nearly 2 years old, and they haven't caused it. When mentioning the fact that keys are not working, he keeps insisting it's a software issue, even though it doesn’t work under BIOS either.
I have given up in trying to reason with Zepto DK – they are obviously indoctrinated to deny everything. I find them rude and arrogant.
I am filing a complaint to the Danish Consumer Council, and I’ll take it from there.
I have purchased the laptop 2 years ago because I’ve seen it on this forum, and it sounded good. However the hardware was good and overall I was happy with it. They have damaged my laptop twice because they are just incompetent in what they do, and definitely not professionals.
So if you consider to buy a laptop from them, I would advise you NOT to. Of course every company has it’s bad parts, but what happened here is beyond “reasonable”. And if you buy it in the UK you have to deal with Denmark.
My next purchase will be a Macbook Pro , sure you pay a premium , but you get what you pay for and you have someone to talk to if you have problems with it, and surprisingly they actually listen to what you have to say. -
I just got my Zepto back today. They changed the shell and battery, but nothing else. They state that there were no such problems which i had described. I haven't tested it yet, but before i sent it for repairs, there were clear problems.
edit:
Like i thought, still no sound from HDMI, and a powerfull distortion from the audio out-connection if AC is plugged. I'll have to contact the store about this. -
I've heard of better Zepto support in the US.
I've also heard of pretty bad support for Apple products in the US, same with Dell - and in other countries such as Germany, both are said to be really awesome. So before you decide on a different manufacturer because of its customer support - check out what applies to your country.
@ Thorne: Awww, what a bummer.Mine hasn't even arrived yet, I'm super-pissed. Exactly one week ago, I've been told it was finished, and it took them until Tuesday to send it out. Now I'm waiting and waiting.
-
@Phoen!X - it's just because of customer support, they've proved me on 2 occasions that they are negligent and incompetent as far as their technicians go. Also when confronted a Jonathan with the regulations about electronic products in Denmark, he arrogantly said that danish law doesn’t apply in my case, however I checked with the Danish Consume Council, and they are prepared to take my case on.
All in all there are better manufactures out there, of course with the good and bad parts too.
The good thing about Apple is, they have a store on Regent Street (London) so I can easily pop in at anytime, and their Genius bar, provides very good support. -
wow, you guys have had a sorry support and repair story.
i'm about to engage 'the enemy'.
have a Zepto Znote 6224W which is doing the stripey screen/black screen boot fail thing. increasingly so.. and not when gaming heavily either.
also has poor audio output from the stereo jack but i had originally put that down to poor quality stereo cable.. thinking twice about that now..
i've worked in the pc repair and support industry in one role or another for over ten years, am astounded by the stuff have read thus far.
i have already had a brief chat with tech support on the website ref the video fail and they deny anything could possibly be wrong with the gpu.. naturally, i copied the conversation for records and will be documenting any further conversations i have with them.
it's three(?.. must check purchase ticket) years old but the graphics fault, and being a manufactory supplier fault is covered by some eu legislation for up to six(?) years.. i think but i'm buggered if i can find the online ref for this ruling and what it applies to.. am wondering if you folks have any info.. i have to admit skipping some of the links in this thread so if i appear lazy, appologies in advance..
any help would be much appreciated.
Lol Whibley
AKA jelliphiish -
John Ratsey Moderately inquisitive Super Moderator
I think you will find that the reference to legislation for "latent defects" is somewhere in this thread.
I also think that the 6224W is less than 3 years old but, even if you have the 3 year warranty, the first task is to get Zepto to acknowledge the problem.
John -
My Mythos has finally arrived, it took a full week to ship it home. Thankfully, it works as it should, let's hope it stays that way.
-
Wouldn't count on it hehe
to be fair though, i've had my Nox for 1½ month and no problems so far except for my little problem with the down arrow key, but that problem seemed to magically fix itself somehow. I'm just still waiting for a bios that would help quiet down the noise fan but thats probably not going to happen in the nearest future..
one thing i've been thinking about, is that after reading this thread through I'm left with a feeling that it's only a question of time before something on my zepto breaks or goes out of function and that i've actually bought a product that is bound to cause problems and frustrations for the customer sometime in the future. zepto oughtta do something to create a new and improved image for themselves and their products instead of just presenting their products as liable and problem-free when a quick read-through of this thread draws a completely different picture. it's pretty clear that the person who started zepto didn't invent customer care and if people keep having these frustrating experiences with zepto's customer service, then it's only a matter of time before people stop buying zepto computers. that's obvious.
just my two cents -
freddy2go, just remember that the people posting here on the forums and in general on the internet is a small share of the people who have actually bought the products.
So far I've had no problems with me Notus A12 which i've had for over a year now. Same goes for my Znote 7000 of which i was one of the first to recieve after they where launcedThis is also the image i have of Zepto from my friends who all have perfectly good and working Zepto machines. I'll just list the models Znote 4200, Znote 6214W, 6625WD, Nox A15 and a Znote 120SL. None of those have shown any problems yet and are still working perfectly (except for the normal wear and tear on the surfaces because of normal use)
-
well both of my friends who have a nexus a15 (i think) have had to send it in for repair several times.. i'm aware of what you're saying though it's just the general image of zepto i find is not very good.
-
@kadett2k8 - just keep in mind that of course, it's ok when the laptop runs fine and you don't need to send it to repairs.
In a nutshell what happened in my case is ridiculous. Just think that my laptop was running fine apart from the GPU, which was shuttering after 10 min. But for anything else i could use it alright. Because i have a 2 year warranty i thought i sent it to zepto to sort out the GPU. After 3 times there what do i get ? 10-15 keys that don't work, a scratch on the screen, an annoying high pitched noise from the inside, and a poorly assemble machine, practically unusable.
On top of that Jonathan Sørensen claims that if I can play Solitaire then my GPU is fine , and they are not responsible for any installed software, and Thomas Strauss who is head of international sales , on one occasion hanged up the phone on me , saying he doesn’t want to waist time with me, and every time I try to do something it will always end up on his desk because is the “boss” there.
What kind of customer service is this ? They’ve even tried to convince me to buy their new gaming laptop, saying they thought maybe it’s time for an upgrade. ALL I wanted is for them to fix what they’ve sold in the first place, useless they are....
I have been on this forum for 2 years, and bought the laptop after a few recommendations here, which were good by the way, nothing to complain about.
After going trough this for 3 months, I wanted to warn anyone who is considering to buy from zepto. -
@jelliphiish
This is the uk law (Sale of Goods Act 1979 )
http://www.berr.gov.uk/whatwedo/consumers/fact-sheets/page38311.html
Danish law
http://www.forbrugereuropa.dk/english/facts/consumerrights/
I am currently filing a complaint with with the Danish Consumer Council, and they are very helpful in terms of what is needed and procedures to be followed.
You can send them an e-mail if you have any questions : [email protected] -
adr_vdr, I was just commenting on the comments that makes it sound as if every Zepto computer is defective and needs to be repaired, which isn't true. Wasn't a direct comment to what you've been writing in this topic of yours
-
kadett2k8 - sure, I understand
The problem is that when you buy a laptop, or any piece of electronic equipment for that matter, you expect a decent customer service/repair trough the lifespan of the product, because inevitably it will sometimes break down.
This is where Zepto fails miserably, - that's why i would advise anyone who wants to buy from them, DONT. -
Hi adr_vdr,
I have had similarly bad experiences with Zeptos service department and am now left with what is basically a useless laptop. I have been in email correspondence with Jonathan Sorensen and he claimed that since I bought the computer through a company called Nusystems LTD in the UK, the Danish consumer law does not apply to my case, as only products bought in Denmark are under the Danish Consumer Ombudsman. He stated that we simply just figure out what is wrong with the computer, and what it costs to repair it" and that I need to take my case up with Nusystems. Can you shed any light on the truth of this, as it appears you are in a similar situation, with respect to purchasing it in the UK? I would also be interested to hear of your progress with your claim. Feel free to PM or email at danyuul@<remove this>gmail.com
Thanks a lot,
Dan -
danyuul:
Well there is a difference if you bought the laptop from a company like Nusystem, then you have to complain to Nusystems while the product is under warranty, as Zepto has only been a supplier to Nusystems.
It's a different matter if the laptop is bought directly through Zepto, then Zepto has to help you when the produt is under warranty.
So in your case you can only claim warrenty repairs through Nusystems. If sent to Zepto as a suppler, they will find out what is wrong and give you a price of what it would cost to repair. Same thing would happen if you sent a laptop you bought in a store directly to another laptop manufacturer that does not have world wide warranty, they would also send you a price for the repair. -
Interesting reading:
http://bizzen.blogs.business.dk/2009/08/19/karsten-ree-laver-en-morten-lund/
The english version might not be very accurate, because of google translate:
Karsten Ree inmates yesterday himself CEO of the Danish PC manufacturer Zepto where he is the majority shareholder. In the back he has a huge success, namely the Blue newspaper which he established 10 months ago sold to the U.S. auction giant eBay for 2.1 billion. Sterling.
I get the feeling that Karsten Ree - with its increasing involvement in Zepto - are engaged in a "Morten Lund". So dispositions, which - because they have done well in one world - think that we repeat the success in another world.
Nyhedsavisen
Morten Lund scored most of his millions on a far-sighted investment in the young part of the telecommunications world, represented by Skype.
Through the acquisition of the Icelandic-funded free newspaper Nyhedsavisen he grappled with the old world. It was the newspaper world who now have to see how we should do things.
The result we all know. A capsized newspaper. A man who is personal bankruptcy.
From classifieds to hardware
Karsten Ree had success with the blue paper in both paper and networks, but was tempted by a second world, the hardware world. Back in December 2006, he bought ten percent of the shares of the PC manufacturer Zepto who months before had gone on an exchange (First North) and had scored 27 million on it.
I did take the time not Rees investment, the pinch quite serious about producing long-lasting, Danish successes in the IT hardware.
On the other hand, there is quite often seen that older successful business people take to new interests, whether it is a Harley Davidson, a new wife or a new business adventure in an area they perceive as hot. It is PC-production, however, which is strongly reduced number of manufacturers around the world testify.
Rapid decline
Even years after listing and Ree's purchase of shares, then in 2007, was Zepto result of downward. Although sales grew dramatically from 113 million to 168, the surplus fell from 3.8 million. to 2.9 million.
In 2008 there was only a slight growth in turnover, while the bottom line ended with a minus of 15 million.
In June 2009 the company had to write down its expectations for net profit and Ree took the big money purse to rescue the situation by which his ownership grew from 10 per cent. to 51 percent.
Frost's exit
Lasse Frost has left the company in connection with that Karsten Ree took over the helm. Frost justify opposite digital media ComON exit with personal relationships, and Ree says elsewhere that he is disappointed, but he has previously been quite so sweeping in his criticism of how Zepto were driven.
Now Ree then introduced his young son Christian Ree as vice president of Zepto and says that her son might have the helm at a time.
A quick time googling shows that Christian Ree's experience in racing, executive positions in his father's companies and and online advertising.
Does industry knowledge matter?
Maybe I missed something, but if not ... Is Ree'ernes lack of experience in hardware production indifferent? Hard to say, but there is a lesson to get from Zepto-founders, brothers Per and Lasse Frost.
They were certainly never trained tech, but were among the younger generation of "merchants" who sat on the purchase and sale of PC components at home (the old "grocers heavy sleep in hours).
Brothers established distributor EET, and the art was of course to buy as cheaply as possible from foreign suppliers and then sell with good profit.
More expensive than gold
Frost brothers and the other young merchants were privileged by the fact that they were in a time when the price of a block RAM (memory) exceeded the price of gold, but the market was mature.
Brothers just managed to get out in time. EET was sold to the capital fund CVC Capital, which came to bleed over the investment. Competition in the PC components were fierce, the industry was consolidated.
Zepto concept
But Frost brothers created in 2002 Zepto. Now the PCs "Made in Denmark". PCs, however, came from the East, and then was finally - in Denmark - buttoned the key components into.
Frost Brothers have a strength in the knowledge of supplier companies, but it proved in the long run not to be enough (Per Frost was also formerly from Zepto).
PR and quality
Keeps Zepto products, which today consists of both notebooks, netbooks and TV flat screens? It's hard to say. In discussion forums looks much praise, but also much criticism.
On the PR side's ambitions, however, never been ill. Zepto has spit out press releases about being first with one and another. Then sent as 3rd August could once again we read that Zepto was first with the latest technology - this time it was one Intel dual-core chip.
Omen Obama visit
Addition: Thanks to Morten Just to point out that below was an April Fool. Tumbes, I jumped on it
We've also been able to read that Zepto is visited by Barack Obama when he participates in the climate summit in Copenhagen. Zepto was chosen as the "green and sustainable" representative of the Danish occupation.
Maintained the visit, so get Karsten Ree as something of experience, and maybe it will be all worth millions
Only one behavior
Regardless of what happens to my title "Karsten Ree doing a Morten Lund" only be taken as an expression of a behavior, not an end result.
Ree will never come close to a personal bankruptcy.
But how do you see prospects for Zepto? And how is the product's quality? -
Well I just read the danish version and it's the worst piece of journalistic crap I've ever read. One falsely quoted piece of information after the other, and one accusation on top of the other.
The Obama thing was the Zepto aprils fool from this year, which she obvisously didn't understand was just that untl she got it pointed out, and half of the oher pieces of information have never been confirmed but has just been written by the online tabloid websites.
After reading that all i can do is laugh -
I didn't get what that text was trying to say, thanks Google translation!
Can somebody enlighten me? -
And i thought the poor editorial job was down to Google translate, not, doing a good job.
What i got out of the article is something like this:
Lasse Frost(CEO) left Zepto and has been replaced by one of the MD's, not sure what were the circumstances. Also from this article i get that Frost kind of "grow" into the company and didn't really have a thorough understanding of the industry. This could tie in with the happenings from the beginning of this year when they've closed a few shops around Europe (just a guess). If there was a lack of leadership at zepto, could explain the "cowboy" attitude from the employees.
Obviously my view is subjective, but this was the overall substance from this article
kadett2k8 – since you’ve read the danish version, please correct me if I’m wrong -
Fair enough. But I guess what I dont understand is, if the repair company (Zepto DK) determines what is or isn't covered by the warranty, why do I need to go to this other company (who I understand are no longer a UK distributor for Zepto and haven't been for a few years), when my dispute is over the repair companys poor service and repeated failure to repair an issue under warranty. An issue which they are now trying to charge me for outside of warranty? Zepto DK have even offered to halve the cost of the repair which would seem to suggest some level of responsibility and liability independent of Nusystems? Your thoughts? -
adr_vdr: I'll try and see if i can do a better translation when i get home tonight, which might make more sense than the google translation
danyuul: What I meant was that if you want you money back or what the product exchanged/replaced, then you need to go through the company you bought the notebook from, not Zepto. When you bought the notebook through a reseller, then Zepto basically only act as a supplier/repair shop, not as the seller/warranty claimer. I think the lowering of the repair cost might just be a sign of good service, to show that eventhough they legally do not have to repair it they want to give you a better price that it would normally cost. Don't know if that made sense. -
Well just got home.... a little later than expected, so not really in the mood to start translating at 10:20pm
have to be tomorrow then.
Be aware of Zepto Dennmark !!!
Discussion in 'Other Manufacturers' started by adr_vdr, Jul 3, 2009.