Zepto UK customer service on the ball!

my brand new 6625WD died last week, as I posted. Instead of waiting while they diagnosed the problem, Zepto UK organised an immediate replacement, which arrived this morning. It also arrived with some 'enhancements', to compensate for time lost and aggravation - there had been some confusion during communication.

customer service as it should be. thumbs up!

:yes:

 

That's good news. Sometimes the turn-around time for repairs can be longer than anyone would like, depending on the nature of the problem.

I hope that this one exceeds your expectations.

John

 

lol you were lucky, not everyone gets that kind of treatment

btw, what enhancements did u get ?

 

It may be best not to ask. I don't think Zepto will want to run the risk of everyone comparing notes and then the next one demanding more. I don't think they have such deep pockets as Dell.

However, in principle, some token of compensation for a disappointment is going to be good for customer relations. I am reminded of an AST notebook which I sent for repair many years (8?) ago. First I phoned to ask where I could buy a new keyboard. They pointed out it was still under warranty (I'd forgotten). So I sent it in and it returned soon after with not just a new keyboard but a new casing where the corner had been damaged through an unplanned drop test.

John

 

yep, I purposely didn't specify the deal, since is not my intention to put Zepto on the spot. could easly end up comparing apples to oranges.
I just thought credit should be given where it's due

 

"unplanned drop test." Haha

I'm just wondering if Zepto keeps the "status of repair" webpage updated... I've had mine in since september 13., and still, all it reads is that the laptop has arrived at Zepto... I WANT IT BACK!

I was hoping to get it back by mid-week, but that doesn't seem plausible. I feel so alone without my lappy...

 

Same here HPJ... same here.

I have to bring back my company laptop everyday which weighs as much as a 40 foot overweight blue whale.

Good to hear that Zepto customer service is as good though. I already had to deal with them a year ago when i ordered my zepto and was offered a little "bonus" as well which reminds me I forgot to order ;-) !

 

Weight is not the problem with tha NB I'm using instead... It's perfomance! A P3 with 256 MB RAM and a 16 MB GFX really isn't my idea of heaven. It's SOOOOO slow!

Anyway, Zepto's got untill thursday! After that I'll... I'll... cry some more...

 

Yeah 13 days here and counting... I'm very concerned about this.

 

I finally, finally, got a call from Zepto today... It's apparantly been sitting on a shelf all three weeks, but he promised they'll look at it by the end of the week, and probably ship it first part of next week... I also made him promise that he'll email an update friday, so I know something is happening. We'll see.

 

Humm... I wonder where mine is. I bet it's on the same shelf..

 

Have you heard anything yet Simon? I just got a call from a guy at Zepto, saying they will try to ship it today. If not it'll go out monday. YAY!!

Apparantly they had to replace the screen. I just hope they fixed the other problems too.

 

No HPJ.
Nothing. I sent an email 4 days ago expressing my concern... no reply.

 

I am also very unhappy with the way Zepto support has treated me when I sent my computer in. I have just recieved it today. Almost 4 weeks since I sent it in, after being promised it would take a week. Also I have sent numerous complaints via mail, but for some reason they dont answer the mails with complaints in them. When I ask for something specific they respond. And also, when I recieved it, It was sent to another city, So I had to drive 30 minutes away just to get it, even though Zepto Sweden is located 20 minutes outside of my city, though in the other direction of which I had to drive. The service from the time I sent my computer in has been awful. Really unhappy..

They have not offered me anything to compensate me for the trouble, as I have said to them many times, It wasnt me that broke my computer, it was them that sent me a faulty one. I hope you can give this message to your colleagues ZeptoUK, they can really learn from you, because Swedish Zepto have just been terrible..

 

hmm i have had no problems with Zepto sweden they even sent me a bluethooth device free of charge because at the time of my ordering you couldnt choose if you wanted one or not on the zepto site and also guided me with installing where the connector for it was at on the laptot it since i had asked for it to be deliverd because i knew i could install it myself

 

Glue, Zepto Sweden is not located in Sweden anymore, they have moved to the Danish headquarters outside of Copenhagen City.
I've tried to get a hold of the Swedish support when I've had time to read my private messages on here, as we do not have the possibility at current time to check up on repair cases from other countries than the ones we are assigned to support. At current time I support Danish and UK/International customers, but not Swedish. It won't be long until I only support Danish customers as we have just employed a new Swedish/UK/International supporter which is only going to take care of that market.

We try to do our best when giving support to our customers, but there will always be a few customers that are not happy with the service no matter what we do, that's my experience anyway. I can't comment about how you've been treated as i do not have any inside information about this particular case, though.

 

I have no complaints about the service offered by Zepto, other than I would like to recieve more information on what is going on... It will have taken just over three weeks to repair my laptop, but that's also what they said it would take. Of course I would have liked it to be finished sooner, but as long as it didn't take much longer than they said, I'm satisfied.

 

HJP, we are working on a system that automatically sends out emails when the status changes in our system during repairs and such.

 

That is a great idea Rene. Hopefully I won't be needing that service anymore

 

Ok Rene, its just that when I got my computer back, it said it was sent from a little town outside of my city.. This is how they have treated me, and I cant say that they have done so much.
- I tried to get an answer here, about my problem, even contacted Rene who tried to help me.
- Called Zepto, no answer
- Mailed Zepto, no answer for 1 week.
- Reinstalled my system.
- Mailed Zepto again, 1 week after the first mail. They told me to send it in, and I was promised it would be treated as DOA and get repaired in one week.
- One week passed after It had arrived at Zepto, I mailed them, they said that I couldnt expect it to be ready, repair time is about 14 working days and it was still waiting for someone to look at it. I mailed them the mail from Zepto, where they promised me one week repair.
- Got an answer where they said that: I have no changed the status to DOA, which it should have been from the beginning. I mailed them back and asked if it would be last in queue, or if they had made it a priority. If not it would still take 14 working days and the DOA status wouldnt do anything for me.
- No answer for 6 days.
- Mailed them again, and they said they had been testing it for 3 days and didnt find a problem.
- I mailed them whatever more info I could give them
- Got answer where they said that they had been testing it with XP instead of Vista. In my report I clearly stated that it was Vista I was running.
- Sent in 2-3 complaints to them about the time it had taken after that and what service they had given me.
- Havent heard from them since, and this was last week.
- Finally got my computer back yesterday, which had been sent to another city, had to drive 30 minutes to get it, just to find out that they had sent it to my post-office.
- the computer arrived, no apologies, havent offered me anything to compensate for me being without my computer for 4 weeks. It has been in repairs longer than I have had it.

So I would argue that you should offer the same service to everyone, and you wouldnt have people that wasn't satisfied.


And even if they have moved to Copenhagen, I live 30 minutes away from Copenhagen by train..

 

As René also have said earlier, there is a lot of things going on that will make the support and customerservice better for everyone. We haven't realy been prepaired to the big wave of new orders and customers we have got latly.
There has been more people hired to take care of swedish and international support.
We have allready added a system that makes you able to check the status of your RMA case on our website. To that we will add an e-mail system that send a mail to the customer as soon as the status changes.
We are also going to add a few more internal systems for the e-mail support that will take away some of the problems we have right now, and shorten awnsering times. Right know we can only appoligise to those who have had long responstimes and we beg you to have patiens and not send in the same questions again and not send pure complain-mails, this is just slowing up for other customers that also needs to get support. I can asure that we are doing everything we can to try make everyone happy.

/Glue: I don't know exactly what have gone wrong in your case, but i can imagine that your error-report have been made after the period that we normaly take as DOA, even if you called and talked to us before that and therefor got the awnser that it will be fixed withing 1 week. In that way your machine has been put as a normal RMA./

 

So why did I get the answer that it would be fixed in one week? and why didnt I get answers from you when I was complaining, and just when I just asked for status on my computer, since the RMA system you have is inadequate. Why have others been given better service than I have? It is not the customers fault that you havent been preparing enough for the high demand. So how are we actually supposed to complain? Should we post it here and hope that someone from Zepto reads it? And how come some have been offered something to compensate for this, and some(me) have not? Is that really fair? Or do you just have different policys depending on where the customer comes from?

 

Glue : I'm not sure others have been getting better service. This is apparently not HPJ's case and not mine either. I'm still waiting for my laptop.
Big news though : today status changed from "waiting" to "in progress" lets hope that means I'll get it quickly !

 

You mean "let's hope they fix it correctly..."

http://forum.notebookreview.com/showthread.php?t=177475


And for the part about recieving better service; I sure haven't recieved any "extras". And it took almost 4 weeks before it came back. And now I have to send it back again.

 

Ok so my laptop is apparently being sent back.
I also got an email from Zepto... in danish. So yeah it's nice but I don't have the slightest clue what they're talking about...

Here it is :

If anyone can help me out it'd be nice !

 

Well basically it tells you that you order has been shipped. In this case it's your repaired laptop. It also links to our delivery terms.
There is still being worked on getting automatic messages in various other languages so it will be sent in the appropriate language of the customer (or at least in English).

 

Roughly. I hope it helps.

 

Mmm. Ok one sentence doesn't make much sense though, but thanks.

It looks like the typical email you get when you're ordering a new laptop. I didn't see the pdf file attached.
Apparently they removed the screen and put the same one back in (same serial number) and replaced the motherboard.
I would have thought it was a gpu disfunction but I suppose Zepto tech knows its stuff. I guess I'll get to see for myself once it's in my hands ! (cant wait for that)

 

Simon, at the moment we only have one standard email we send out whether its a new machine shipping or a repair case.

Well the invoice tells you:

6214 barebone received (yours)
6214 barebone shipped (yours)
6214 motherboard old taken out
6214 motherboard new put back in.

On the 6214W the GPU is soldered to the motherboard, so the whole motherboard has to be exchanged if the GPU fails.


Well the email you received actually says:

"Thank you for your order at Zepto Computers - your order is shipped today.

To view our sales- and delivery-terms we direct you to http://zepto.dk/Information/Deliveryterms.aspx

At the same time be advised that when you order via the Internet you have 14 day full money back guarantee from the date you receive your order from Zepto Computers. This does not on the other hand apply to software where the package/seal has been broken/opened.

If you have questions about your order you are welcome to contact us.

Best Regards

Zepto Computers A/S"

 

Thanks for your answer Rene !

And for that useless question Sprint LOL !

 

Opening up a seal is pretty sick isn't it?
No wonder they are becoming an endangered species.
Why is Zepto selling seals?

 

Innoncent baby seal skin is priceless ! No wonder it's not covered by warranty. (I bet its what they use to make the notebook sleeves, yay Zepto)

 

Lol I just had 5 min spare before i had to go, and I didnt find anything other to do for those minutes

btw, I think is worse to break the package than open the seal