Poor customer service

As some of you may know I have had problems with my 6214W. See here:

http://forum.notebookreview.com/showthread.php?p=1534344#post1534344

Basically its overheating and crashing when playing anything graphically demanding, like 3d games. Which of course is what its built for according to the website "Zepto Znote 6214W - Gamer".

As there is a blatent fault with the laptop, none of which is my own doing I emailed [email protected] for an RMA on Friday the 18th. Having not received a reply by this afternoon Monday 21st. I decided to try a different email [email protected], to which I got a reply almost instantly. This shows the uk department where in no rush to help me out

So I received an email from [email protected] asking me to ring the uk department 0870 350 4500, which is of course a premium rate number. After spending a while on the phone, listening to rather cheesy "on hold" music, I wasnt getting anywhere, eventually someone picked up and I told him about the problems with the laptop. The man had a rather bad attitude about me wanting the problems sorted. Anyway, after awhile we came to the conclusion that the laptop should be sent back and repaired. Which I was as happy as I could be, given the situation. He then told me that I would have to pay for shipping the item to them to get it repaired, which I would hazard a guess at cost well over £20.

So they want me to send it to them, me paying. Then if there is another fault I shall have to pay again, what a joke, I can see this getting rather expensive!

Now if you ask me, if there is a problem with a laptop and its under warranty (I've had it about 1 month) I shouldnt have to pay in anyway, shape or form for repairs.

When I have had a faulty item in the past ive been given an RMA, they send someone to collect the item, after they diagnose the fault they rapair it and then ship it back to me. I'd have been happy with me paying for postage and then them re-imbursing when they find the fault.

I just thought id share this info with any prospective buyers, as I think its rather un-acceptable. Heres a direct quote from the website "Zepto Computers sees customer service as the highest prioriy." - I dont think so.

 

Know your rights

The Sale of Goods Act and it's subsequent ammendments state goods must be of merchantable quality. Don't take nothing and pay to fix something which by law Zepto are responsible for.

Hell, you can demand that the goods are unfit for their purpose, so Zepto haven't honured their part of the contract, and demand a refund which you are also entitled to do

P.S. PM the Zepto rep. As the Operations Manager from Denmark, he seems to have been fast to help people. You could also tell him to give the UK people a good kick up the... and make the customer service on a par with what our European neighbours get from Zepto

 

nusystems.co.uk are a joke, I personally didn't like the service and support I recieved from them but I found that the zepto.dk customer service were brilliant, instant replies and over the phone solutions where as the uk nusystems.co.uk reps seemed clueless and yet arrogant to my questions.

And i can assure you, zepto wont charge you for the delivery, it's nusystems putting the charge on, they tried to do the same to me but i told them where to go....

Call zepto directly you will recieve alot better support.


Support department:
+(00)45 47 371 030
[email protected]

 

I have no doubt that Zepto Computers think just this way and are willing to do anything they can to help. Nusystems on the other hand are not good, and my guess would be that if they do not improve considerably Zepto will be looking for new representatives in this country.

I had some issues over the delivery of my 6214W and the british end were pretty useless, but Morten sorted it out for me very quickly, even when he was on holiday, now that really is service.

Zepto sell well spec'd laptops at a good price, however they are trying to break into an extremely competitive market and really need representatives that will uphold their excellent customer relations ethos. Until that happens go through Zepto.dk for everything.

RB

 

The only thing that puts me off with zepto being even if i purchase the 36 month extended warrenty, i have to pay to send anything to the repair centre. As i am going to bristol university are there any centres near the city or are Nusytems only based near nottingham as i live near there?
It mainly the cost, eing a student is going to be tight and time restrictive.
My brother's acer warrenty, anythin sent back to base, the warrenty covers all delivery fees (but also have the onsite warrenty, but zepto i understand to early for them in the UK).

 

Quick update on what is happening.

08-21-2006
I called and told zepto/nusystems about the problem. They wouldnt pay for postage. I then posted the info on this forum. Later that day we receive a call back from zepto/nusystems saying they didnt realise that the postage system had changed and all of a sudden they would collect it the day after. The man that had a rather bad attitude before was all of a sudden quite nice lol.
I assume that Morton or alike has seen this thread and given nusystems a kick into shape!

08-22-2006
I type a quick note saying what the problem is and how/when it does it, put it in the box along with the laptop. It gets picked up for free (thats more like it!). We dont have an RMA number or anything so we asked for a reciept from the courier.

08-25-2006
Havent heard a thing from zepto/nusystems so I ring up today, make sure they have received it or if they've found the problem. They tell me that they cant replicate the fault. Can't be that harder thing to do, it was doing it plenty to me! I left a free single player demo of F.E.AR on there, that very quickly reaches 96 degrees, so I assume leaving that on for a little while will crash the system.

So i predict that they wont find the fault, send it back to me after a week or so. I'll receive it (probably send me a bill for postage as they believe there isnt a fault!) and it'll crash again. If that happens i will most certainly be asking for a full refund. My uni course starts anytime soon and i cant afford it to keep crashing and getting sent away.

 

did you have nhc installed? beta 3?

and did it really crash or shut down

 

The customer service is the only thing that make dread buying a Zepto.
In your view, should I go for the 6214W or take a Mac of the big Apple?

 

Juan Ker: im sorry im not sure what nhc is?

kaiRy: Ive never been a fan of apple's but hey, lets not start that argument off! the 6214w's a great laptop for the price, the only thing comming close is the asus w3j and thats another £300 odd with half the ram and a 4200rpm hd. But if your willing risk customer service you better hope nothing goes wrong lol.

if i could go back i certainly wouldnt buy one again, unless they dump nusystems, in which case its thumbs up.

 

Juan Ker: after a quick browse around google i think you mean Notebook Hardware Control ? if so then yes, i briefly installed it to see if it was speedfan giving me false readings. but was the same. so un-installed it and went back to speedfan.

After playing games for about 20 mins the game would start crashing every now and again, just back to windows (which i assume is because it was getting unstable at 90-100 degrees). After getting back onto the game playing it for abit longer caused the notebook to just turn off, with no warning at all. If i tried powering it back up straight away it wouldnt. Only after about 10 seconds would it do so.

 

If the game crashes to windows, namely BF2, it might be patch 1.3 especially if you playing it online. But generally BF2 is a resource hog and will heat up your laptop considerably as it does my desktop. Might want to take a look at laptop tablet fan even if the problem is sorted.

 

its cs:s hl2 and hidden:souce, not paticulary resource hogs. dont have bf2. i assume im not the only 6214w owner playing these games, yet ive never heard of anyone with these problems, so my guess is that something has gone wrong

 

thats weird, but I will tell you this

I had Nhc BETA 2 installed and it told me my idle temp was 50 ish after being on a while, Core Temp NL confirmed this.

When I installed NHC Beta 3 I got a warning straight away that my cpu was at 84 (which is BS as Core Temp NL still reported it below 50)

I immediately turned of acpi in nhc, as it was reporting wrong

 

Carrying on from my last post

08/29/2006

Still no word from zepto, their taking their time, think its abit un professional to not even contact me. I shall ring them up tomorrow to see what their doing. I'll keep you all posted.

 

ive had problems with nusystems (UK zepto representatives) already aswell. Ordered my 6615wd about 3 weeks ago, was quoted to arrive on 22nd august...it didnt. I phoned up on the 23rd, they said they'd phone me back.....they didnt. Phoned on the 24th, they said the laptop would arrive on 29th....it didn't. Phoned them today asking for a refund, they assured me that it would arrive 2mo (30th)....if it doesnt I shall def be getting a refund!

xTFCx

 

Ordered my 6615WD about 10 days ago, was supposed to arrive today. Rang them up and they said it will be here tomorrow aswell. I'm confident it will (well I hope so lol). Hoping that the bank holiday affected delivery and not incompetant UK sales staff. If it doesn't I might just tell them to forget it so I can re-order with Merom proc

 

well its 11.30am now. Mines meant to be here between 9am and 5.30pm. If it doesnt come today im just gonna get myself a rockdirect.co uk notebook.

xTFCx

 

if this is the case, check out Rock's Pegasus 665 which is very similar to the price and specs of the 6615wd. Having said that, it's a bit heavier and about £70 more expensive.......

 

Mine has come and i'm installing windows as we speak. Hope yours comes soon tfc.

 

Maybe you got his lol. Enjoy the new system man

 

LOL, you got the laptop in 10 days whereas tfc has taken 3 weeks or more. I guess its random. But the problem here is NUSystems, thats the weak link in epto.

 

got mine in the end. very happy with it! shame NUsystems are so rubbish!

xTFCx

 

Another update:

09/01/2006

Rang up today to see whats going on. Basically they still cant replicate the fault. My guess would be that they're performing general office tasks to see if it crashes, which will not push it in any way shape or form. I left the games i play on the laptop, along with a note on how to crash it and they can't manage to even start the game. They obviously dont have any kind of software to push the laptop to its limits.
After 10 minutes on the phone he said he would send it to denmark to see if they can find the fault (i have abit more faith with zepto). The disadvantage he said was that i'll now have no control of when i get it back. So i may well not have a laptop for the start of my uni course
I'll keep you posted

 

To my horror i saw this post..... I wont have it..

1. thing everybody please check out the bios 1.11 on ftp.zepto.dk it fixes all known issues with the 6214W in games and so on. However, naturally hardware crashes due to overheating and such can't be fixed by this but have to be fixed by swap.

2. Richbaines im calling nusystems now to see what i can do to clear up your situation, could you please PM me, i think you did once already but i can't find your contact info. I'll get back to you asap..... But i think we'll just swap it.

 

Ive just pm'd you again, with contact details

 

Richy if this problem happens again Its nhc thats doing it.

been to the site, cant see new bios

 

Uh yeah where are the bios?
Is this going to fix bf2?

 

RichBaines, that's a tough situation to go through. I have been through something similar with Dell recently. Nothing can be more frustrating than a out-of-the-box problem.

It's good to see MKJ - Zepto taking ownership of the issue. Hopefully you're gaming again soon!

 

Juan Ker: It most certainly isnt NHC causing the problem, it was overheating and shutting down before i'd even heard of the program, the first program i used was speedfan and then NHC to make sure speedfan was giving me the correct readings.

chrisyano: Yeah its just a tad frustrating! and yes im very glad that MKJ is here to help everyone out, i'd be far more frustrated if I hadnt found these forums. Dealing with these NUSystems cowboys is abit of a joke!

As usual i'll keep you all posted

 

MKJ, can you let us know if new purchases of the zepto laptops will come with these new bios and driver amendments preinstalled, or will we have to download and upgrade the bios and drivers ourself?

 

Yeah good question Alexrose.
Will the new laptops be equipped with the updated bios ?

 

09/05/2006

Received an email from MJK, the laptop has arrived in Denmark, finally got an RMA number

09/06/2006 AM

Checking the Repair status today, says the repair has started, which is good news. I assume this means they have found the fault and are fixing it

 

09/06/2006 PM

Ok, got an email from Morton, they've found the problem, was a small issue with the heatpipe, so they've replaced it, tested it 100x 3dmark03 , with no problems. So its on its way home tomorrow! cant wait. They've even throwing in a free sleeve to compensate for the delay! im happy!

 

I hope they fixed the problem on the new laptops, because Niek1989 is having the same problem it seems... and now I'm starting to pray mine won't...

 

he he when you get your sleeve pull it apart really hard, and then you might just get your zeppy init, oh and make sure its fully turned off or you will have heat issues

 

Yess Brain im really happy for you man now i got some hope that my problem can be fixed to.
Finally managed to get in contact with the dutch firm, they said is liekely to a software issue.........NOT formatted my whole drive reinstalled windiws xp prof and every update know, still half life crashes and now FEAR too
Could it be that my znote also got a heatpipe problem?
I wil continue to try thing although i know it must be a hardware problem.
it runned 3d mark 06 without any problem but it only tests it for a little while, nothing compared to a all night gaming rush
but im really hapy for you, and it shows me that there is hope for my znote

Peace Niek

 

Hello,

I recently found the zepto notebooks and they look very promissing. Reading here about the bad customers service in the UK I was wondering if there are people from Belgium that ordered one. Whats your experience and did you order it through the Netherlands or through Luxembourg?

Thx

 

09/14/2006 PM

Still hasnt arrived, where the hell is it?! ive checked the parcel tracking but it says it stopped on the 09/12/2006 10:17AM saying "undelivered". Is it normal for it to take this long? Im thinking they must have sent it the cheapest way possible. 24 days and counting

 

searching the forum might answer your questions quicker...

http://forum.notebookreview.com/showthread.php?t=75393

 

Thx for the link.
I'm new to this forum stuff and probably looked over it...

 

09/18/2006 AM

Well to put a finish to this rather long thread I got my laptop back today. About time lol. Havent had a chance to test it on the games I used to play but quickly got speedfan on to see that the highest temperature was 33 degrees. Considering all of my temps were about 60 i think they might have fixed it

Cheers guys

 

I'm looking to buy a zepto 6615 at the moment and really like the pirce and the fact that i can customise it to my own spec. However i am worried about NuSystems as, from what i have read on here, they are appalling! I have tried contacting Zepto directly but every time i mail them i just get a delivery failure notification. ([email protected], [email protected], [email protected]) Has anyone else had this problem and do they know of another more direct address?

 

you could try pm'ing one of the zepto reps from this site.. Rene S - Zepto or MKJ - Zepto

 

Im adding to this one cos I emailed zepto uk early yesterday and unlike DK where i got a responce in 30mis, I have yet to get one back, a day and a half later, and im not ringing them on a premium number!
all i wanted to do was cheak that my expected delivery date would be the right one as i cant take more than one day off to be in to get the package on tuesday.
Incidentally does any one know how much that number costs to ring?

Thaks to all

 

Just wanted to say that Zepto Luxembourg, answered all of my emails and I was very satisfied with their answers, so thumbs up for them.

 

Strangely they don't answer mines^^

 

My 6214W has just arived and it was great, it came a day before expected and so far all is great, im jet to do any extencive games testing (work keeps getting in the way) but i will.
on the note of testing things fully, are there any programs i can run to do a full test of all the systems and the graphics card?

thanks for any help, and thanks to Zepto for making such a good piece of kit

 

Just placed my order for 6615.

I'd like to say I had no problems on the order side from nusystems. My calls were answered fully and patiently (no judgement of my card being declined on 2 seperate occasions) and I was called back promptly every time I was promised.

Special thanks to Andrew there who was my contact - knowledgeable and reliable.

Delivery expected for 10th Oct. Hopefully they're as efficient with that side of things.

 

I've been forced to make this post due to the poor service I have recieved from www.nusystems.co.uk

I ordered a laptop from them on 16th of november

After over five weeks of waiting and numerous calls to them (they ever returned my calls or emails) I still did not recieved my machine.

This was they say due to them waiting for a chassis to be delivered. The chassis then turned up but the memory wasnt in stock. Then the memory turned up but they had used the chassis for another custotomer. When I asked them when they expected to get another chassis I received a vague "next year"

I cancelled the order cos of the poor service and was notified that it would take up to 28 days for refund.

They have had £860 of my money for nearly 2 months and still no refund!

no way to run a business...