HIDEvolution warranty/ repair time

Once again, nothing but disappointed with HIDevolution's service and timelines. They have had my laptop for a month for "repairs". Kindly do not buy your laptop from them (if you're considering it).

 

Hi, I just purchased mine a few weeks ago. I’m gonna get the unit within the week.

Can you elaborate on the situation leading up to this post?

 

My CLEVO P650RG randomly shut off and came on.

Approached HIDevolution for help, they were not able to do anything for me remotely (I am located outside the US and have a 3 year international warranty).

Sent the laptop in to them on Oct 28, 2017 or so. Reached them on 30th October. No confirmation from HIDEvolution on receiving the laptop.

Support at HIDEvolution was not able to figure out the problem and they sent the laptop to the manufacturer.

Today (almost a month later) the status is something like:
" We are waiting for an ETA from the manufacturer."

Much LOLZ and WTFs from me. I would not recommend anyone buy from HIDEvolution again. Peace.

 

Your 'random' shut off issue was intermittent and could not be duplicated by our staff. Issues that only happen occasionally, take time to diagnose. We tried to duplicate your issue several times over several days, and when we could not, we sent your laptop to the manufacturer, who also could not duplicate your issue. So after multiple attempts, with no success, they replaced your motherboard.

As for confirmation of receiving your laptop, that is what shipper tracking is for. All you had to do is track the package to confirm its receipt.

You were informed today that your laptop is on the way back to us from the manufacturer. We will try again to duplicate your issue, and if we are not able to do so, we will have to assume the new motherboard has resolved it, as there is nothing else we can do.

What most manufacturers and vendors would have done, when they could not duplicate your issue, is simply return it to you having done nothing.

 

Nice to see HIDevolution going above and beyond the call of duty even with difficult customers. OP is in good hands with the Donald!

 

Donald ,

1. The laptop has been with you for a month now. Is this not an extremely large amount of time?

2. Package tracking is one thing. Confirmation from your side that the shipper actually did their job right and delivered to the right place is another.

3. What most manufacturers and/ or other vendors would/ could do is irrelevant to me (and I hope it is to you too). What should I do if the same issue pops up again? Wait another month? This is why the laptop was sent to you in the first place - to have experienced techs have a look at it and get it fixed, quickly.

Ignoring the right and wrong of it for now, this is also not the way (imo) to respond to a customer.

My advice to buyers is still the same.

 

1.) Where dit it stand The laptop has been with HID for a month? You mean they have done troubleshooting for +30 days in house?

2.) Ain't @Donald@HIDevolution who determine how long the manufacturers will or want keep the laptop for troubleshooting. Duplicate your issues aint AS easy as you think ( Would it be better with return of the laptop without a proper fix due they couldn't duplicate your issues?). One month aint much in the whole. Some will wait a lot longer than this. + they get a none fixed laptop back.

 

While I think HID does a pretty good job with customers, I think most customers don't really understand that HID is merely the middleman when it comes to warranty service.

 

Thank you.

Actually, we are an OEM, particularly for our EVOC brand. We do 85+% of any warranty work in house, and typically only send units to the manufacturer for motherboard repair or replacement under warranty.

 

So earlier (Friday, 5 days ago), there was:

"
We will be getting the laptop back today, I will try my best to get it ready as soon as possible.
"


Yesterday I got:
"
It looks like we had a misunderstanding with the vendor and they didn't have the laptop ready on Friday. I'm going to try my best to get it out before the end of this week.
"

Please tell me I'm just being a difficult customer and HIDEvolution's customer service and warranty team is great.

 

@AxB
do you understand how difficult a 'random shutoff' issue is to troubleshoot?
it can take WEEKS.
I've had to do this on multiple configurations and my own laptop (which was NOT defective).
You can have the laptop run for hours, and it doesn't shut down at all, then you run it again later, same temps, same ambients, and it shuts down in 5 minutes.
You can try changing Bios options. You can try setting a power limit on the CPU or videocard. Then you do more hours of testing. And days of testing. You try to find out if you can REPLICATE the issue consistently, because 100% replication under repeatable conditions makes it much easier to find out the cause and pinpoint it. Random failures are the absolute WORST possible situations to ever troubleshoot because they are unpredictable.

I have no life and I stress test my laptop almost 24/7 to find any inconsistency. Being a month without a laptop for you is being very kind. Be patient and wait and stop being difficult.
(and if you think I'm a HID shill, I bought my laptop from Xotic PC. So don't get on my case).

 

Please read the previous post again before ranting. This is just pure misinformation being given to me by HID.

Anyhow, without sharing the whole timeline here - took about 2 weeks for HID/ the OEM to decide the motherboard needed to be replaced. Yet the laptop is not back with me, 5 weeks later.

 

I read the full post. You're the one going off on a mindless rant, not me.
If you were HID's ONLY customer, then I'm sure you would probably have had the laptop back by now. But you are not the center of the galaxy. They have other people to service. They can't set aside their entire day to service your laptop and ignore their other customers and orders. I think you need to stop being so selfish and maybe get out in the world or something. Maybe pick up a different hobby and keep yourself busy.

Keep up the flaming and you go on my ignore list, along with Danishblunt. it takes 1 click to mute you.

 

Flaming? I said please for christ's sake. Yea I'm asking to be at the center of HID's universe with a 5 week waiting time. Who are you kidding man? Don't know what your motives are but this is just poor customer service which has also lied to me about the status of the laptop (again re-read the post I asked you to re-read).

As for your ignore list, who are you? If you can't see another POV, which you clearly can't - please go ahead and ignore me. Don't need your opinion. Notice how I was quiet after almost everyone said yea this is a difficult issue and takes time. Burst out again only when I realised I was being lied to.

Again, advice to potential buyers: Don't.

 

Laptop is finally on it's way back.

Departure date: 28th October

Expected date of arrival: 14th December

Days: 47.

Yea, I guess I am just being difficult.

 

Been running the laptop for a few days now.

Today, the issue popped up again.

Thanks HIDEvolution.

 

I am really sorry this is happening to you.

Let's review. Both HIDevolution and Clevo spent hours trying to duplicate your issue, and simply could not. It never occurred. So Clevo decided to replace your motherboard, after which several hours of testing and attempting to reproduce this issue produced no result...it operated flawlessly.

Now, it gets back into your hands, with a new motherboard, and you are experiencing the same issue. Do you think it is possible that it has something to do with your software, or something you are doing?

HIDevolution and Clevo have done everything reasonably possible to duplicate your issue and resolve it.

 

It was sent to you with the same software? What is your point?

My software is turning up the error message: "The speed of processor (0-7) in group 0 is being limited by system firmware" ?

This was also pointed out to your team earlier and seemingly ignored.

Review done?

 

To what software are you referring?

 

The same software was installed when it was sent to you earlier.

That message is from Window's event viewer.

 

Specifically which software?

Would you please email the message from your Windows event viewer to [email protected]?

Then, please continue to work with our Support Team. I am not a technician, and this forum is not a proper place to do individual trouble shooting. Your earlier email to Support only said you were having the same issue again, and lacked the detail you are offering here.

 

Speaking to support...don't know why this wasn't looked into earlier. Sigh.

 

This is not necessarily an indication of a problem. It is primarily informational, not conclusive in and of itself. That message can show up on any system as a log entry in Windows Event Viewer. Most of the things that cause it are normal. Here is a short list of what can result in that log appearing:

• Running the system on battery instead of AC
• Using Balanced Windows Power Profile
• Using Power saver Windows Power Profile
• Making custom adjustments to reduce power in any Windows Power profile
• Having boxes checked in Device Manager properties to "Allow Windows turn off this device to save power"
• Thermal throttling of CPU
• Improperly applied BIOS settings to save power versus enhancing performance

You guys are awesome. It is clear that the support team has gone the extra mile in trying to replicate the behavior that was complained about. Details are always important for diagnostics.

 

Donald has really gone out of his way here to help a difficult customer. Also, "firmware limiting core X by system firmware does NOT make the system shut off." Usually that's from something overheating or exceeding absolute thermal or VRM limitations.

That being said, the next time this happens, or the next time ANYONE reading this thread to begin with has some bizarre shutoff issue that is NOT caused by trying to run PRIME 95 and FURMARK AT THE SAME TIME, please, PLEASE, PLEASE RECORD A VIDEO OF IT. Show all processes you are running, show what you are doing, and record until the problem occurs. This won't solve the problem but DOES give people a much easier method of trying to find out what's wrong. @Arestavo had to do this to get MSI to reproduce his white screen problem, and they found out it was a problem with the hardware itself and only replacement with a newer version would fix it. But it took months for them to understand. When someone has a video and sees exactly what is happening, this transcends any language barriers or communication gaps.

 

I'm not being a difficult customer and don't really give a damn how many people on here think I am.

Yes, I have started to record videos when the shutdowns happens but it isn't possible to record processes etc., because they occur randomly.

Working with support at HIDEvolution, the issue is identified as potentially being a BIOS problem and we are going to try flashing another one.

Anyone have any other ideas?

 

Good advice. Can you recommend a portable program that can capture the display screen as a video?

 

If the computer is suffering from random shutdowns, such a program is not going to help, especially since a video could easily be corrupted in the event that the issue manifests itself. Better to just point your smartphone at the screen.

 

Sure won't!

 

@AxB
I think you just should be glad you are having bought from hid!
Just imagine if you wiuld have bought from someone else w/o a global warranty, and you are sitting hame witha defective laptop, what would be ur next step?
3 year global hid wareanty costs 600$, and if you're outside us, shipping 2 ways the laptop just once would alone cost 400$!(that too at your own risk)!
Just be glad you are with hid, not everyone gets previlleges for hid!
Have a good day @AxB

Sorry for spellings, KB broken here!

 

I see the post already old, so any luck getting your laptop repaired?

 

You can use a external video recording card!

 

Not quite sure yet. Sent the laptop in for Round 2 at HID. Hopefully everything will be fixed permanently this time.