Hypersonic Aviator EX7 Nightmare

I ordered a an Aviator EX7 with a P4 3.4 processor, 1GB Mushkin memory, Geforce Go 7800 video card, 80GB SATA HDD, and DVD +/- RW with Lightscribe. I waited a very long time to receive the laptop (8 weeks), and when I finally did receive it, I had nothing but trouble. As soon as I started up the laptop for the first time, I started having file corruption and instability problems. I was able to identify a defective memory chip and removed the offending piece of hardware. The system ran well for about 2 days after that, but then crashed as soon as I took the shiny new laptop on its first trip. About 50% of the time when I attempt to start up the computer, it will not recognize my HDD. The other 50% of the time when I attempt to start up the computer, it will not even post the bios. It just sits there with the power lights on, a blank screen, and no fans running. This sounds to me like the motherboard is defective. Since I was traveling, I didn't have time to deal with the problem until yesterday (still less than two weeks from when I received the product). I'm very displeased with Hypersonic at this point, and am very angry that they would ship me a computer with such catastrophic problems (they swear they did a burn in and ran benchmarks). At this point, I just want my money back. They shipped me a defective product, and I don't want it. Their response, "That will cost you an 18% restocking fee." An 18% restocking fee for a defective product! It's not like I'm returning a product just because I changed my mind. This is (was) a $3000 laptop, and it didn't work from the moment I opened the box. My only choices are to either ship it back to them so they can fix it (I'm not at all excited about continuuing to do business with these guys at this point) or eat $540 just for ordering a product that doesn't work. As a compromise, given that I have traveling planned starting the middle of next week and would still like a computer, I offered to exchange my computer for one of the pre-built models listed on Hypersonic's site, figuring that they would be able to get it to me quickly. They refused my offer, saying "we can fix your computer, that is what the warranty is for." Well, IMHO, the warranty is for fixing something that breaks, not for fixing something that is broken from the moment the box is opened. That is called a defective product, and should be directly returnable. Everyone out there be warned, this company appears to me to be just as happy to keep 18% as they are to have a satisfied customer with a computer.

Rummycat

 

im sad to hear that. You are the first person i have seen post anything about hypersonic and it sounds horrible! i hope they work out all the options for you, maybe you need to harrass them some more to replace it with new. you have a fairly valid argument with the defective product statment.

 

Wow, that is dissappointing. I like your description of what a warranty is for.

Let us know how you make out. Thanks for posting.

 

Well, the laptop is now on its way back to Hypersonic via UPS. I had to pay $60 shipping, since Hypersonic's free shipping is only if I want them to fix the laptop. Now we get to see how long it will take them to refund my money. My bet is it takes at least 4 weeks from when they receive the laptop, which will make about 14 weeks during which they had my money without me ever having a functional laptop. Of course I'll be out about $650 in total by the time you add up their 18% "restocking" fee (IMO it should be called a "we sent you a defective product that you don't want" fee), plus the initial shipping which they probably won't consider part of the refund amount, and then the shipping I paid to send back a defective product. That's pretty expensive for taking the tape off the box to find a defective computer. I hope others read about my experience with Hypersonic and think twice before doing business with them.

Rummycat

 

wow, 18% is really high for a restocking fee, most other brands only go up to 10%

 

That really is. My Sager carried a 30-day return policy. Straight from the warranty:

Also, their repair policy is tops:

If you're looking for another boutique rig, try www.PowerNotebooks.com. I ordered from them, never had better customer service. Good prices and technical support.

You can read my Sager review here. They have nice computers.

 

To add insult to injury, Pat@Hypersonic closed my thread on notebookforums.com. Guess they couldn't handle someone posting a bad customer service experience.

Rummycat

 

Chazman, thanks for the reference. I will check into them.

Rummycat

 

In my opinion, that shows bad business. If they really want to do good business and build up a reputation, they should have apologized and attempted to make repirations.
If he did that, you wouldn't be as upset as you are, am I right?

 

No, I wouldn't be this angry if they had dealt with the problem in a way that I feel to be satisfactory. If it doesn't even work at the moment when I first open the box, then it should either be replaced with a different machine or I should receive my money back. I offered them the chance to trade me for one of the systems they have listed as "Pre-built." Instead, they insisted that I send a brand new $3000 laptop back to them so they can FIX IT!!! This was a $3000 laptop, it shouldn't need to be fixed before I was able to even really use it. It's not like it was a minor issue, either. The system now will not even post the bios 50% of the time. Even if it did occur in shipping, which they claim since they insist every system goes through a burn in and benchmarking process, IMO that is their responsibility and the risk they assume when the enter this business. We couldn't reach an agreement. I've lost 18% plus shipping, and they've lost a potential lifelong customer. What's done is done, and I've said all I can really say on the issue. I wish anyone else that decides to do business with them the best of luck, and I hope they have better results with Hypersonic than I have had.

Rummycat

 

That's a genuine shame. Well, I'm sorry to hear about that, I used to think higher of HyperSonic...

Anyways, thanks for posting your comments.

 

wtf. thats bull****, excuse my language.

 

'Tis excused. It's worth it.

 

Actually, sorry Rummycat, but I've read your thread in NBF. I'm gonnna have to agree with DarthBeavis. Yes, as luck would have it you got a bum laptop. But I can say with almost 100% surety that when Hypersonic shipped it it was fully functional. I think part of the reason people buy from Hypersonic with their markups is because of their legendary 72 hour burn in phase. It got damaged during shipping is the only conclusion I can come up with. In which case, you really should have let them fix it. Pat offered free 1-day shipping there and back to get the thing repaired. They were more than reasonable. Yes, it sucks that fate kinda decided to slap you in the face. Maybe, Hypersonic should check their packing procedures?

Me, I would have let them fix the thing and insisted they throw me a bone to make up for all the inconvenience. You say they burned you once and I agree, but they never burned you twice. I just don't see that. You didn't even give them a chance to burn you the second time. You acted with no faith and did not allow them to rectify the situation.

 

This situation does really stink all around, but I agree with Jimmi that I would've asked for a repair/replace on the first go.

I wouldn't absolve Hypersonic of all responsibility, though. Yes, it is most likely that something tragic happened to the machine in shipping. Maybe your new UPS guy was hired from DHL, where it is standard practice to repeatedly kick every box on the truck. That might not be DIRECTLY Hypersonic's fault, but they should pack their wares for the worst-case-shipping-scenario. Anybody ever buy an Antec case mail-order? Those boxes could be sitting next to a tactical nuke when it goes off, and I'm not sure there would be a scratch on it.

 

I thought it would be fair to let you all know that I received a call today from Hypersonic. They offered, after they have a chance to inspect the laptop, to refund my money and waive the restocking fee. I thank them for stepping up to the plate and taking care of a customer.

From this series of posts, it is obvious that there are two sets of opinions on this subject. Some disagree with the idea of sending a new product back to be fixed, as then you have spent your money and received a repaired/rebuilt product without ever having really received a new one. Many others would have let them fix the computer and viewed it as no big deal. The learning point on this is to make sure you thoroughly review a company's policies/procedures before you purchase from them. Try to envision circumstances such as this and apply the company's policies/procedures, and then decide whether you would find the solution reached to be acceptable. In the end, this will result in a happier customer, and also a happier company as they will have fewer disgruntled customers.

Again, I thank Hypersonic for stepping up and waiving the restocking fee. I also apologize for the anger that showed in some of my posts. I wish everyone the best of luck and a happy holiday season.

Rummycat

 

Glad to hear it, Rummycat. That's about the best resolution you could've asked for, short of this never happening!

 

I agree, you got all that you could have asked for. That is commendable that they gave you genuine personal attention.