[Malibal] Angry buyer wants to file a claim

EDIT 2:

Mai 17th, got refunded by Malibal for $2258.26. Lost several months, a bank wire fee, and finally won't get any malibal computer because USPS won't take care of computer with lithium battery anymore
Issue closed.



UPDATE:

I'm sorry I didn't post a ticket on Malibal's website prior to come complaining here. Ticket now created, and I'll see with them how to solve that issue.
Thanks for your many answers, really appreciated !


Hi dear notebookreview users,

On February 28th, I came here to ask for advises before buying a new laptop:
http://forum.notebookreview.com/sager-clevo/648616-config-clevo-malibal.html

On February 29th, Malibal sent me a confirmation email that they got my order. Order number is 2281XXXXXX, for an amount of $2258.26, that will be sent through USPS on my boss' APO address (military address), and Malibal estimation time on their website prior to confirm the order was 6 days.

On March 8th, they finally got my Bank wire (I had no other choice because I bought the computer overseas, and got several troubles to get the bank wire done.
In their mail is written "Your notebook should ship within 5-7 business days after you receive this email."

On March 23th, Shipment Completed ! Way longer than the 5-7 announced, I also got the bad news that the RAM I bought was defective.
I got really upset when I read their answer

While in the notebookreview thread, they wrote me:

I had to downgrade the ram, and because they wouldn't send me back the money, I had to take other things I don't really care much (16GB 1600 ram and Bigfoot wireless card). (knowing that if I bought this directly, it would have cost me 5$ less ... They didn't try to give me something more in compensation).

I was supposed to get the computer after 5-7 + 6 days, therefore end of March. And I have no tracking information updated since March 28th. I wrote to USPS who asked me to see with the Military USPS. And this one doesn't answer mails neither my boss calls.
All Malibal told me on April 2th was

Today is May 5th, It's the first time I have such a problem, and I don't know how to file a claim against USPS. At this point, I'd prefer to get back my money, not happy with the changed configuration anyways.

What would you advise me to do ? Any help will be much appreciated.
Best regards
Adrien

 

The only thing you can do is wait and see what happens.. Try contenting Malibal again, on the forums that is.

Such things shouldn't happen, at least not with such a giant gap!! Absurd

 

First thing you need to do is calm down. Its very hard to do, it requires tremendous effort, but its worth it to calm down.

Second thing - your laptop will arrive. It will be fine. After it arrives - you can talk to Malibal for a possible return (but then you will have to pay shipping again). Im sure a rep from Malibal will turn up and write in this thread, or in PM, he will assist you in every way he can.

Third thing - after you talk with the guy on PM, you will have a clear head to think about the possible solutions (either send the laptop back to them, because you are not happy with the config) or you keep the laptop, which will come like new and working as it should.

 

Malibal is no longer active here so a response from them is unlikely.

 

So I noticed. Every single of their reps has been set as inactive.

I wonder why...

They were here last night as for the last time. http://forum.notebookreview.com/members/list/?ausername=Malibal&order=DESC&sort=lastvisit&pp=30

 

Hi Sir, I remember your order. As you said above, I believe we received payment around March 8th and I looked up the tracking and it shipped on March 21st, which was 9 business days later. Also, in order for us to put a tracer on a package, USPS makes us wait 45 days from the shipment, so if it hasn't arrived yet - I think you are now over this time period, so we can contact USPS and have them try to locate the package for you.

Please open a support ticket on our site, and we'll get you taken care of. Thanks!

 

You have all the right to be pissed, I would be extremely angry in your position. It's not good for anyone that this incidents happen.

I hope that your problem gets solved, good luck.

 

Not very pleasant (you seem to have hit the bad luck jackpot), but from their website "We offer a 30-Day Money Back Guarantee on all laptop purchases. We are committed to making sure that each customer is thoroughly satisfied with their notebook or they can return it within 30 Days and we'll issue a refund. Please see our return policy for more details."

I suppose you can check that return policy in more detail. In any case, I wouldn't personally rush to return the laptop due to the change in ram, as really 1866 would not make a difference. AFAIk the 1600 RAM is capable of being automatically overclocked by the BIOS anyway as the CPU enters turbo-boost or whatnot. That's why I went with 1600MHz PNP Kingston ram (3rd party). Certainly the postage situation is much more serious, best of luck dealing with USPS. Looks like MALIBAL will help you out now.

The Bigfoot could come in handy, as could the extra RAM... (those are the same parts I picked on purpose)

Best of luck, we feel your pain at NBR

 

Malibal's quoted response might want to get changed, shows the order number in it lmao

 

I don't understand why people rush here rather than attempting to contact the company by opening a ticket on their site. Shouldn't that be their first move?

 

Because Malibal did not take care of them? When in doubt...air it out. Companies will react. If, for nothing else, to protect their butts.

I, for one, think it's VERY shady that Malibal will no longer browse this forum.

 

I've been very critical of Malibal as of late, but this seems more of a USPS issue than a Malibal one.

I'm confident the issue will get worked out once the computer gets to where it needs to be.

Hopefully USPS doesn't break anything, though. Even with insurance they'll try to screw you over if something breaks during shipment. I shipped my brother a camera lens and purchased $300 worth of insurance. It was packed properly but it still arrived broke. He took it to a camera shop for an appraisal and repair quote which turned out to be $200. We submitted the proper paperwork to the USPS and they came back and said that they would cover a total of $2.00. What a joke.

 

Sounds like he did. You have to admit, posting here gets results.

 

Hi, please note: the OP hasn't contacted us directly about this issue... we found out about it by reading this thread. As another member pointed out, if one of our customers has an issue or needs our assistance - the best way to contact us is through our site.

I don't mind if someone wants to post on here about their experience, but please also contact us through our site, so that we can make sure we know about the issue - so that we can help to resolve it. Thanks.

 

Their continual responses doesn't give the impression that they no longer browse the forums. They may not be very active but they are still responding.

Malibal gave OP responses and they didn't stonewall OP. They basically told OP everything they could about the shipment. It wasn't in their hands anymore. Forcing a company to react publicly to a private issue should be a resort after asking the company sometime within the last month (he last asked April 2nd.....), and it should be a business day or two before posting.

If I look on malibal right now they say "estimated 5-7 business days". Not 5-7 days. They said that OPs notebook should ship, not will ship. They gave themselves the leeway and they had to use it, so you can't fault them. The number is an estimate anyway for the majority of laptops. If there is an issue (like with OPs), then the estimates fall away.

I'm not sure what happened with the RAM but it seems like they caught the error before it left the factory. That is a success on their part. I don't know if they gave OP the full picture or not but OP probably could've asked for 1866MHz RAM and waited for a new shipment to come in. Instead OP had the laptop shipped (this is ambiguous) and combined with the non-refundability of a wire OP was placed in an unfortunate situation. OP didn't lose the money but rather got a "store credit".

Malibal was not the reason for the RAM failing. Why should they give OP more than the value of the parts?

The bank wire thing is unfortunate but I'd hope that they have it stated somewhere on their website that wires cannot be sent back. If it isn't on the site then OP could've pressed them to send the money back. It is a major hassle for the company and they have probably insured themselves against it.

 

Malibal TOS:

Terms of Service | MALIBAL

 

I just reviewed the entire email exchange - we never said that we couldn't refund the money back - we simply said we could switch to the 1600MHz memory and then add another upgrade to compensate for the price difference. So instead of 12GB 1866MHz... he received 16GB 1600MHz and an upgrade from the stock wireless card to the Bigfoot Networks 1103 card.

Also, reading over all of his responses, I don't see that he ever requested a refund of the price difference over the upgrade option - however, since he paid with a bank wire - I don't think it would have been worth it... since it would have cost us $20 to send and his bank would have charged him around $20 to receive it - and I think the price difference was around $65.

Lastly, since he never received the package... we can certainly issue a refund, if that is the resolution he would prefer... he just needs to contact us through our site, so we can properly address this. Thanks.

 

what happened to

 

I'm also stationed overseas and get some mailed to my APO address. Just one thing to keep in mind it take 4-6 weeks for this to arrive if shipped parcel post.

 

Hmm - I wonder why they're going inactive here. You'd think an NBR forum presence would be good for sales, yeah?

 

Probably should PM him if you'd like an answer for that. I'd hate to see the OP's thread get derailed since it seems like he's actually getting some help.

I appreciate the OP's service! What branch?

Edit: not really my place to mod.. Just my opinion.

 

That was what I was thinking after reading that. I would have been shocked if USPS was getting mail to an APO/FPO address to the hands of a deployed soldier in 5-6 days. I can't even get mail domestically that fast sometimes

It sounds like it's standard shipment time for such a long delivery to me. USPS is not the fastest shipper out there either.

 

That's for damn sure. I've had packages mailed in-state that get lost/delayed for a week or more.. Don't even get me started on FedEx..

 

FedEx has always been good to me. Canada Post on the other hand....

I was trying to get official documents last summer and they go on strike. That delayed my vacation by 2 weeks + plan ticket postpone etc... I wish the gvmt would use private couriers sometimes.

 

I've had FedEx "attempt" to deliver things to me on campus. Their notes say they rang the door bell and knocked on my door, but no one answered. Really? Because all campus packages get delivered to the dorm office which has no doorbell, and is manned 24/7. Then they tell me if i want my package I have to drive to the FedEx facility and get my package. It's 30 miles outside of town.. This has happened three times.

Edit: but I digress. I just commented on not derailing the thread and look at what I've gone and done. Bad. Bad hizzaah.

 

That's cause parcel post is sent via boat compared to priority mail which is flown over. I try to always have things sent to be via priority; that way it does take 7-10 days instead of the 4-6 weeks that parcel takes, it's worth the extra expense in my book.

 

Sigh, don't talk to me about parcel post. I shipped 3 boxes from Canada when I moved to New Zealand....they left the country 2 months ago, were shipped 1-2 weeks before then. Still no word on the tracking beyond 'left origin country'.

 

Hope everything gets sorted out for this guy.

 

why do you think that it is shady?

i know a couple businesses that dont participate here and their reputation are strong.

 

Well one reason for the shady remark is that they now can delete threads that are not favorable to them. I have seen this many times on web host forums. They get a couple of dissatisfied customers making comments on their forum and suddenly those threads/comments/posts are gone.

 

have you seen it on their forum?
(if you havent) yet you already judge them.

it's a 2 edge sword, they cant protect their name against customers who make false accusations against them in this forum.

 

Malibal says they are no longer active but I still see the main Malibal guy responding to threads. When I was trying to decide between Malibal and XoticPC, I PM'ed the owner and asked him to tell me why I should chose his company over Xotic. He never replied, so I ordered from Xotic. Heh.

 

After everything I saw (read), I have given up the idea of becoming a reseller in my country. With all the foul stuff that came out of some customers and "name and shame" threads, I guess noone is safe, even the most reputable reseller can fall victim to this.

As I know the way of thinking of the people in my country very well, its best if I just scrap the idea of becoming a Clevo reseller. There is no protection against false claims, defamation and scams (people who spill stuff at their machines and still claim they are entitled to RMA).

Well...I learned a lot, to say the least.

 

yeah, this is sad news indeed

 

So tc did you get this resolved?

 

A shame this escalated to this point and Malibal deciding to leave the forums. From a business standpoint I don't understand how this helps Malibal at all, it was good advertising and I am sure like myself a lot of people never heard of Malibal until they came here.

I have read a lot of positive posts about them and all participating resellers that participate in these forums. There always going to be some complaints and customers are swayed by how you handle and rectify these situations.

Hope they come back and I hope the OP gets his issues resolved satisfactorily.

 

Thanks for your answers, I'll go and create a ticket on Malibal website.

 

I have a hard time believeing this, i havent seen any bad mouthing to mythlogic. Maybe it takes a decent small business that has both caring owners and amazing employees. People have the right to get pissed off if their 1,000-$2,000 laptop doesnt work/ ship in time. If you cant deal with angry customers then you dont belong in the business world. Just calling it as i see it, I have to deal with rude customers even after I get covered in their human waste. But that doesnt stop my parents from running the most honorable and reputable sewer/septic company in lake norman. Remember if you truly want to become a reseller, then make sure you have a good business plan.

 

Got refunded for the amount of the computer. Will never get a malibal because I live overseas and USPS won't take care of lithium battery computers anymore

 

Bummer, man. Sorry to hear you couldn't get this resolved in such a way that ended with you having the laptop you wanted.

 

Y U KEEP BUMPING THREAD!?!?

Please, let this go away. it's only sitting out in the open where uneducated buyers come for opinions and then read the first few posts and leave.

 

I think he was just trying to give us an update and he has a right to do so. It also seems like the problem was with the USPS and not Malibal. If people aren't wise enough to read a short thread in its entirety, especially one that addresses a product or a place they might buy from, it's bad on them.

 

Well, at least it wasn't a troll like the one in the 7970m thread. Malibal came back there and he's trying to scare them off. And yeah, USPS isn't exactly my no. 1 favorite company either.

EDIT: cool, post #400.

 

Happy you somehow got this resolved.. fix you signature please haha

 

100% agree. This thread should be closed.