I purchased a clevo P650rs-g from HIDEvolution

I purchased a clevo P650rs-g for almost $2,200 at the beginning of 2017. Out of the box it would crash and have BSOD’s when trying to play games. I deployed a few weeks later and was unable to ship it back so I sat on email with their tech support the entire time I was out of the U.S. and had no fix. Sent it back once I returned. They couldn’t replicate the problem (of course) and sent it back. Still had BSOD’s. Only now it would do it when I was just using it regularly. Had to go out of country on a mission again for a couple months and came back completely fed up and asked for a refund. Was told no because it was a few months after the warranty period, even though there was a trail of well over 150 emails exchanged. They also mentioned that this was just one of the things I needed to suck up because that’s the military life.


They did offer a free $89 diagnostic if I sent it back. But I’d have to pay shipping and any repairs.


Basically they sold me a lemon and now I’m stuck with a piece of trash. I’ll never do business with them again.

 

Glad you had a good experience with them. I did not.

I purchased a clevo p650rs-g for almost $2,200 at the beginning of 2017. Out of the box it would crash and have BSOD’s when trying to play games. I deployed a few weeks later and was unable to ship it back so I sat on email with their tech support the entire time I was out of the U.S. and had no fix. Sent it back once I returned. They couldn’t replicate the problem (of course) and sent it back. Still had BSOD’s. Only now it would do it when I was just using it regularly. Had to go out of country on a mission again for a couple months and came back completely fed up and asked for a refund. Was told no because it was a few months after the warranty period, even though there was a trail of well over 150 emails exchanged. Donald also mentioned that this was just one of the things I needed to suck up because that’s the military life.


They did offer a free $89 diagnostic if I sent it back. But I’d have to pay shipping and any repairs.


Basically they sold me a lemon and now I’m stuck with a piece of trash. I’ll never do business with them again.

 

No, the issue here is we stood ready to handle your complaints under warranty. You sent it in once, and neither we nor Clevo could duplicated them.

Your travel schedule, while unfortunate, does not extend your warranty. You could have shipped it to us using USPS, at USA rates for military personnel. We have customers all over the world who have no difficulty returning their laptop to us when needed.

Reasonable people do not call a laptop a lemon, or piece of trash, when they have only given the builder and/or manufacturer one opportunity to resolve the issue, particularly when neither we, nor the manufacturer, could duplicate the issue.

We did offer to attempt to diagnose it again, and waive our normal $89 diagnosis fee for out of warranty repairs that are not completed, if you wanted to send it in. Since you are our of warranty, you would have to pay the shipping both ways. This is a good option for you...why don't you want to use it?

 

I’ve solved the problem. It was faulty ram. Not because the ram itself had issues, but because you guys put incompatible ram in the computer. The highest speed the i7-6820hk can take is apparently 2133mhz. You guys had 2666mhz as an option and I took it, not thinking a company that builds custom computers would allow you to select incompatible hardware. I bought some 2133mhz ram and now it works fine.


The worst part is that you guys had it for 2 months and “couldn’t replicate the problem.” I feel like if a tech guy was using a computer with a hardware issue the problem would HAVE to show up. But nope. So I have to wonder what exactly you people do when you try to diagnose a computer? Whatever it is, it isn’t worth $89. My one star review stands for a terrible QA/QC process and the headache I’ve dealt with the last year and a half. I’ll never recommend anyone purchase from you.

 

I am glad you found a solution that works for you.

While it may well have been faulty RAM, it was not due to incompatibility. There are hundreds, if not thousands, of laptops in the field with the Intel Core i7-6820HK that successfully support DDR4/2666MHz memory.

ark.intel.com is well known for publishing specs at the release of a CPU, and never updating them. For example, when 16GB memory pieces became available, Intel refused to change their specs at ark.intel to show that the chipset/CPU would support the larger memory capacity. The same is true of the Intel Core i7-6820HK, which also supports DDR4/2400MHz and DDR4/2666MHz memory. You ran Memtest and it showed no errors.

Both HIDevolution and Clevo ran games for hours and days trying to replicate the issue, without a single BSOD. However, upon viewing the log of your last BSOD before sending it in, it indicated it was a driver issue, not RAM.

The bottom line is, after working with you for weeks, continually testing in an attempt to get it to BSOD, it never would. So we sent it back to you. You reported upon its receipt that you were still getting BSODs. We worked with you then, and will continue to work with you for a proper resolution.

Please email be directly at [email protected] and I will offer you what I believe will be a satisfactory solution.