Wrath of the zepto customer

A little story of mine:

Two years ago i've bought a zepto Znote 6214 and i was happy, but last summer it suddenly broke (the GPU was dead). Ok, no big deal, i've contacted zepto, sent the computer to them and 45 days later i got it back. It was a bit long though. One month later, same problem, except that once i've sent it i had no feedback from zepto for about 65 days.
Now, just after one month after my warranty expired the computer has the same problem. Oh, it's still working but i turned on the powermizer, set the power to "battery optimised" in order to keep the computer as cool as possible and i can't even launch a screensaver. The computer is just slow as hell in this state, for a machine advertised as "gaming computer" it's not very serious.

Voilà, if you want to buy a new computer just avoid zepto. Their service just sucks.

(Sorry for my english)

 

won't the warranty get prolonged in such case? i mean, the days spent in the service should be added to the warranty. i don't know your local laws (nor your location), but it works like that here.

edit to add... after having the same issue for the third time during the warranty (or four various issues), here you could ask your money back. it's definitely worth of getting some detailed info on this, you may be lucky and get money for a new proper laptop

 

Well, last time i've sent them a real letter, with stamp and all official stuff it costed me 6€ and i've got this (just before i the computer returned from them, and an entire month has already passed):

To je hovno...

 

they may be sorry and everything, but really try to know your rights. where are you from, Belgium? (good language skills in such case ) i'd guess that EU laws will be similar. contact some local consumer protection organisation to help you. you spent almost 4 months without your laptop, so that the warranty should get prolonged, unless your local laws are really consumer unfriendly...

 

I've already sent an email to zepto, and i will try the live chat monday. Well, we do have customer protection here, so i'll contact them too if i have no response from zepto.

 

good luck then... post back when you know the result, i'm pretty curious how this ends up.

 

If they did a repair you get a new warrenty on the part. And if they didnt repair it right you should get it without a question. Just try the live chat, very good service on it. But the waiting time is a *****

 

There was no live chat today, no response by email either...

 

Ya very nice indeed. I asked the DK live chat today and they said it would be on tomorrow.

 

Not working today, again. I'm trying to call them right now (25 min of waiting time and a voice saying to "wait or use the live chat to contact us right away"...)

 

geez... do they have a 24h support line? if so, maybe it would be better to try and call at night or something, most of the people are calling during their working hours (becaue the employer pays for that ). queues are shorter or none at weird times like 1AM...

 

FINALLY got someone on the phone, so my warranty is really extended so they will send me a new RMA and stuff... The guy said they have no more spare parts for this model so maybe i could get a new one.

 

Im about a month ahead of you. I send my 6214 in at the beginning of december. After 3 weeks they came to the conclusion that they couldnt repair it and that i would get a new model. I'm waiting in line for the live chat now to talk to somebody from the dk site, because the international chat isn't open, AGAIN. Been 3 weeks now, so I better get some service now ffs.

edit: well i just finished the chat with the DK live chat guy, and he started with: i cant help you if your not from denmark. Well that is total bs, so just insisted a little. So after i explain what the problem was he said i would get the new laptop in 1 or 2 weeks. When i ask if i can upgrade the new build he informed me that i would get an email about it.

After i complain a bit how i didnt get any information from their end and if he had an estimate on when i will get the email he answers: "okay...around the 20/01". It might be me, but it seemed he just made it up to get rid of me. Then after i asked some more on why it will take so long i got no reply and then he breaks the connection. So I'm not to happy, but not much i can do about it.

 

congrats Plantman i'm glad that it worked.

 

So ive been on the live chat all day now and still in the queue. Got booted out like 3 times for some reason, together with everybody else in the waiting line. Wondering if there is even somebody there now, cause the line doesnt seem to be moving at all :S

 

So what's new about your replacement? I'm just curious about the "new computer" we are going to get. Is it going to be an new one matching the price we paid, a cheapest crap possible or a refurbed old model?

 

The technician that is building my laptop said im getting a Nox a14 with T3200, 2GB ram and 160GB hdd. I could upgrade those things if i wanted, ofcourse at my own cost.

 

T3200? What the hell is that?

Ok the cheapest core DUO available... What kind of CPU was in your computer? T7200?

 

Ya something like that. But i dont wanna discus with them any more. If i try to squeeze out a better processor it will take me another month.

edit: After talking to a friend, i decided to mail them to see what they can do.

 

That's why i'm going to sell it as soon as i get it... Now i'm trying to convince my wallet to go and get a new computer.

 

Same for me. But higher specs=more $$, so hope they will give me the better processor. Just compared the 2, and the t3200 is so much lower than the t7200.

 

what about asking your money back instead of a different computer? i mean... the money you paid when you bought this. (which means much better laptop with today's specs.) is that possible?

 

Not gonna happen, i asked. No company would do that.

 

Well, i bought through another company and i used the computer for almost 2 years (one and a half if i count the reparation delays)...

 

yes they would - if they have to.

i don't know your local laws. here, if you use the warranty service for 3 times with the same problem, or 4 times with any problem (of course serious enough, preventing you from being able to use the laptop properly), you can ask to get your money back. simple. and fair.

 

Well in Denmark you can ask for your money back, but if it is too big a burden both service and money-wise to give back the money compared to giving a new computer the company can overrule and deny giving back the money and thereby just give a new computer instead. In that case the customer has nothing to say in getting the money back or getting a new computer.

 

A new computer with lower specs than the broken one, yeah, nice.

 

Ya it's the same over here: 3 times broken=money back. But this is the first time that it broke down.

And i'm gonna get those better specs on my laptop. I waited for 2 months so it better be good.

 

My computer broke 3 times...

 

Well if it is the same problem, then you could get your money back.

I was thinking about something else. If i get my replacement laptop will, it have 2 years of warrenty or just the remainder of my previous laptop?

 

It was allways the same problem ==> the GPU, last time when i saw artifacts i knew it was dead again...

 

Well then i would try to get your money back.

 

So after sending an email to the technician that is assembling my laptop, i didnt get a reply, but after asking through the live chat i found out he put in a P7350 . So i'm very happy about that. Just hope it will be shipped soon. The technician told me sometime this week, but i asume i first have to pay for the upgrades before they send it out.

I also asked the live chat dude if i would get a new warenty, and he said yes. Not sure if this is really true though, would be kinda strange (and very good for me). I will check that when i have the actual laptop in my hands. Would make it easier to sell it.

 

Well still didnt recieve my laptop. Monday the RMA finaly said my new laptop was fully tested, but yesterday it changed into blank. Not sure how long it takes for them to ship their products after the testing phase is complete, but I hoped it would have been done by now. And now both the DK and international live chat is down, so no info there.

Nice detail is that the german chat is on, but although they could always give me RMA info, now all of a sudden it "isn't in the system". Didn't even give the rma code yet, so he's just full of crap.

I hope the live chat will be on today or that i get some info that it is shipped.

 

Well i recieved the email just now that my laptop was shipped, but the email is in danish :S. I translated some with google, but not all became clear. I hope someone could translate it here, would be great if somebody could.

I also received a track and trace number, but this is the one from when i send my package to denmark. Not very usefull But the translation said i would get a new number after 16.30, so just hope for that.

Now i just hope my laptop doenst have any defects, or ill throw it out the window.

 

Well, my RMA status changed today to "Repair ended, awaits shipment". Yeah "repair ended", now i'm affraid they've repaired it with somme crappy parts, so if it's the case this computer doesn't even worth 200€ in that state...

 

Would be kinda strange since everybody i know that shipped their 6214 for repairs recieved a new one. I asume it was the graphics that was broken?

 

Yep, the graphics

 

Well strange. When it gets shipped you'll get a pdf with your product info. So if you get a new one, you'll know from the mail.

 

hi guys, I was reading your posts and see that i've had a very similar experience to you and was wondering if you could give some details over what i should expect. I sent in my 6314 to zepto at the beginning of Jan, after a few weeks they replied to an email i sent them and they tell me that it will be replaced by a "new machine" but then i hear nothing. I've been on live chat several times for about three hours at a time since then but i never get through. My questions relate to the new laptops that you were offered:
Did you have any choice as to what they gave you? Was there any sort of negotiating that took place? I'm worried that they'll just send an email saying that they've dispatched my new computer without giving me any details about it.
How do they decide what to give you - did they make you pay extra for anything?
Did you get a new warranty with the product? My original warranty was three years (thankfully) so would they offer the same on my new laptop?

Thanks for your time.

 

In my case I had to ask on the live chat what I would get. First it was a nox a15 and then a nox a14. Why they changed this is still a guess. Then they gave me the specs and I asked if I could upgrade them. The live chat guy gave me the email adres of the technician who was making my laptop and i talked to him about what i could upgrade and stuff. He replied very fast to the emails.

About the negotiation: they first wanted to give me a p3200 processor although i had a T7200 in my old laptop. So I send the technician an email about it but didn't get anything back. On the live chat I found out that he did change it into a P73500, so I was happy. Just stupid he didn't mail me back about it.

After a whyle they told me my laptop was waiting on parts. Since the only part that was unavailable on the website was the 160GB, i send the technician an email again if he could put in a 250GB drive since that one costs the same. Again no reply, but when i got my invoice wednesday it did say I would get a 250GB (which I did).

The part that was out of stock was the keyboard btw. They didn't have any blacks left and he couldn't say when they would be in stock again, so i asked for a white one.

I also asked if I would get a new warrenty, and they said I would. In Holland it is 2 years standard.

I also recieved a free copy of Windows Vista Home Basic, so that was nice to. Not sure why they gave it since I didn't get a OS on my previous laptop.

So there is some room for negotiations, but you really have to ask them about it, they wont send you an email...ever. Just ask for the technicians email addres, that will probably be fastest.

The howl process took about 2 months btw: shipped it the 9th of December, got my new Nox a14 today

 

That's good to hear. Enjoy your new machine.

 

k@awar, If the 3 years are thorough an extra insurance, then it is not included by default with the new machine just because you bought it with the previous machine. They are only obliged to exchange to a PC like the one you had, but not to give you a new free insurance.

 

He was talking about warranty, not insurance. And you get the standard warranty on your new laptop. So in Holland that´s 2 years, in the UK it is only 1 year. You can see how long your warranty will be on your countries zepto site under "support and service".

Forgot to answer one thing: I had to pay for the memory and the wifi I upgraded. The cpu upgrade was free just because I was inclined to it since my old one had a T7200. The hdd upgrade was free because the price was the same as the 160GB drive.

 

ajampaniki, well you could also call the insurance for 3 years of warranty (if you have a insurance that covers the PC for 3 years), which a lot of people do

 

Well if he has insurance, I´d try to get my money back through them instead of getting a replacement laptop. Will probably be faster.

 

The insurance companies that offer insurances on laptops normally only deal in repair cost or replacement laptop not giving the money back

 

Ok i'm pissed now, just got back the same crap i've sent them with a replaced mainboard (again...). Just where did the get the replacement parts for that?

That's it, now i'm really going to sue their ...


(just ran some heavy graphics, got a warning saying the cpu temp was over 86°C, i assume that the gpu heated even more)

 

Why didnt you ask you money back? You could because they fixed it 3 times without it being repaired.

 

I already tried that...