Pro-Star Mixed Review

I ordered my P650SG from Pro-Star on Saturday 3/7 and got it almost lightning quick- it shipped on tuesday 3/10 and arrived today 3/13. The only changes I made from bone-stock were no hard drives/ssds (I have them), sharp 4k IGZO Matte display, and killer wifi.

Well, they managed to do 2/3 of those things. They forgot to include the $300 screen upgrade I paid for and only shipped it with the stock LG 1080p panel.

I'm hoping it's just a simple mistake and not malicious (it's easily noticed on my end). They were quick to set up the RMA, but it means I'm going to be another week to week and a half without the new laptop. Pretty much negates their quick turn around time and then some. It's a little worrying that they didn't notice the wrong panel installed when they checked it before shipment, so I hope that same attention to detail doesn't go into repair service.


Pros
+ Fast shipping
+ Great Pre-sales staff
+ Friendly Tech support staff
+ Very customizeable (sold it without drives which Sager resellers wouldn't do, offered the IGZO 4k Matte option)
+ Offered expedited shipping for their mistake


Cons
+ Didn't provide what was ordered, left out $300 upgrade part
+ Long lead time now that I have to ship back and wait for the correct part to be installed, re-shipped

Will I go with them again? To early to say. The staff have been great so far, so assuming I get my machine back in working order with the correct parts, I'll be happy. A bit bummed that I took the day off work to wait for the package and now I've got to ship it back without getting to do more than install drivers.

 

If I were you, I would've pushed for them to ship you just the replacement panel since it's not that difficult of a DIY.

 

Any chance they had you take a photo of your ID and Credit card and email it in? I thought that was extremely fishy when they asked my husband to do it. Stating its a mandatory process and that if we weren't comfortable w/ it we could just cancel.

 

UPDATE

Got my laptop back in the mail today and they STILL shipped the wrong screen! They got the 4k panel this time, but installed the glossy instead of the matte. This new one also has the logo on the lid, which I had asked to not have (and which at least, wasn't on the first model I got)

I'm truly frustrated at this point. It will have been > 1 month since I ordered this laptop by the time I've cross shipped it twice to get what I ordered.

1/10, cannot recommend Pro-star in the future for this. I'm actually getting quite concerned of what I should expect from overall warranty support on this machine if god-forbid, anything broke.

 

Maybe the pro-star rep here can help get your situation fixed!?!

 

Well they keep paying for round trip 2 day shipping to get it back, but since the QA was so poor the first two times that they missed the screen, I'm not hopeful I'll get it corrected this time.

Honestly, I'd really like to return it and go to another retailer, but I don't want to eat the $50-100 in shipping fees I'd have to pay out of my refund for the initial free shipping and the cost to ship it back.

It's just ridiculous that I sent it back on an RMA specifically stating "you shipped the wrong screen", included a copy of the invoice with the right part number highlighted, AND put in a typed note telling them I wanted/expected the matte Sharp IGZO screen I paid for- and they still sent the wrong panel.

The Support tech on the phone seems nice, but that doesn't really make me feel better about having missed two days of work to be home to get the laptop only to find they haven't been able to ship what I ordered yet. They did at least tack on another month to my warranty, but I need to make sure I get that in writing too. Otherwise I'm just out $1950 with nothing to show for it a month later.

 

Update:
Working with Pro-Star on an amicable solution. At this point I'm just seeking a refund and return since I have not yet received the laptop I ordered.

They've offered to cover shipping and a refund, so I will update when that process is complete.

Support staff have been easy to communicate with so far, so that's been appreciated.