A bit P.O. at Malibal live chat...

So back story I ordered my laptop from Malibal P151HM1 on Dec. 27th, I received it Jan 13th. I noticed a dead pixel on the 95% matte screen sent a ticket number got 2 options they can send me a replacement screen if I was comfortable installing it myself or send it back to get the screen changed by them. I send it back on the 18th, checked they received it Jan. 19th 10:52 am.

Today I go to the live chat to see the progress on my ticket number and laptop. After a 10-15 minute wait of no response from the live chat rep, I ask hows it coming along, when will I be receiving my laptop back? The first thing he says (I saved the whole convo but can't post it on here its against rules I think) It's not shipping back, do you want a refund? This irritated me because why would I want a refund when all we need is the screen to be swapped and I have stuff on my computer because I asked before I sent it back to them if they want me to reformat they said no it is not necessary. Going back to the agent he tells me a refund might be simpler and faster. I told him that is horrible customer service what you are telling me is you do not want my business. The first thing you tell me its not shipping back and do you want a refund its simpler is not good service IMO. Suggesting that I get a refund and order a new laptop does not seem simpler.

So now I'm told there are no spare screens to swap out of my laptop, but building me a new one would be faster? I do not understand that, when he asked me do I have stuff on my laptop and I said yes. So ignoring the things on my laptop I sent back you want to build me a new one? Finally he says for a new 95% matte screen it will be 7-10 days. I will wait the 7-10 days but I'm ticked off after excellent service on the message boards by the reps here I'm a bit off with the live chat service and support.

Note I called the Malibal number right after not much in support after I gave my RMA number got told it might.....be 10 days til they change the screen didn't estimate when they would ship it back.

 

You're supposed to back up your data before you send your computer in. That's standard practice for any company. Toshiba, ASUS, MSI, Alienware & Dell, HP, Lenovo, etc...

All of them must wipe the data off the drive for security purposes. They HAVE to do this.

As for the screen, you cannot get mad at them for this. You can be angry, but it's not their job to keep a spare monitor for each person "just in case". You have to know this. Also, if you had to wait for say, a week before you got a response from anyone and then they were rude to you and lied to you and all this, THEN you can get mad.

But it sounds like they were honest and answering your questions when you asked. Most of the parts for their computers are on back order. That's not their fault entirely. There's no way to gauge how many orders are coming each month and it's all speculation.

10 days would put it right around when the next shipment comes in at the end of the month, so that sounds about right. It's unfortunate, but sometimes you just gotta tough through it.

 

I wasn't mad over the screen as I said in a previous topic I've been very pleased with the Malibal rep on this board. From helping with the RMA but when the first answer I get on the live chat on the website is I won't be getting my laptop back and to opt for a refund doesn't exactly make me feel secure about sending it back. If he had stated in the beginning there is a delay in the RMA because they don't have my replacement screen that would be fine and a bit more acceptable don't you think?

Sent from my VM670 using Tapatalk

 

For the parts, I believe resellers don't have much in stock with them, most of the "customization" process is done by "Sager" beside Mythlogic as I remember.
As for Malibal's option of opting for a refund, I personally think they just want to ensure every order is "perfect"..

I assume you didn't purchase W7, because if you did Malibal would have done a more thoroughly test

 

Malibal is also a builder of some kind, though they don't really come out and say it very much (ie the one cloak-and-dagger thread a while ago). They do their own service from their own service centers. They do certain integral part swaps that Sager resellers do not offer. They ship from their own locations and in Clevo boxes rather than Sager boxes from Sager warehouses. Plus, they completely rebrand the laptop rather than offering a Sager logo or no logo at all.

 

though id agree they might come across as a little blunt during the chat sessions..
guess they are under a lot of workload these days.

 

To answer Wild I did purchase it with windows 7. I was also told by them before it was shipped it was in the testing phase on one of my inquiries before it came to me.

Sent from my VM670 using Tapatalk

 

If I were you, I would have taken sending me a replacement LCD option. That way, you can still use your laptop while waiting for the replacement.

Clevo laptops are really easy to dismantle. And they even have a very throughout PDF dismantle guide also. Their laptops are made to be user friendly internally.

 

if you was told before you sent it back that your data would be fine and not wiped then why not just take the option of a brand new build but ask for the original hard drive with your data on it to be installed.

 

They could have at least checked stock and let him know there would be a delay before he ever sent his rig into them. Instead they got him to send it and they checked stock. That would frustrate me also, I see where he is coming from.

 

Buy a replacement screen from Samsung. I think its less than $100USD.

Samsung has a ZERO dead pixel limit while other makers have limits ranging from 3-10. [At least, thats what I remember reading a few times.]

 

problem today is customers are impatient and has this ridiculous sense-of-entitlement-customer-is-always-right BS. then they go on the internet blasting the company for not wanting their business.

they want to feel special, like a woman on a date, give them roses, adore them with superlatives, open the car door for them, pull up the chair for them, while we are at it, you want to be spoon feed too?

 

Thats quite a terrible and worthless analogy.

One thing you are entitled to is your opinion, no matter how wrong it is.

But if I pay you to spoon feed me, then yeah you better spoon feed me.

 

you will not get satisfied with a spoon, a ladle perhaps.

 

interesting malibal havent replied here yet.

 

Really???? Why even post this? If I buy purchase something, I expect to get exactly what I purchased; I don't care what it is. I'm sure if it was yours you would prob be a little upset too. $1000-$2000 laptop is nothing to take lightly...... Just my two cents.

 

I don't know what their office hours our like, but since this was posted Friday evening, and it is now Sunday evening, this is a non-event. If it were a Tuesday or so, then I'd be surprised.

 

This response is exactly what I was expecting to see. Understanding the situation is what makes a good customer. You have to understand that these people KNEW that they weren't getting a new supply in for a while and that the screen wasn't any good, so they opted for the ONLY other viable option which is to offer another refund.

*shrug*

 

The only problem with that is I did not want a refund. I have to restate I am happy with Malibal as a company not happy with the live chat I had. Look at all the times they helped me

http://forum.notebookreview.com/sager-clevo/633165-excited-buy-lotus-w150hm-questions.html

http://forum.notebookreview.com/sager-clevo/634074-anyone-p151hm.html

http://forum.notebookreview.com/reseller-feedback-forum/634882-excellent-malibal-service.html

http://forum.notebookreview.com/sager-clevo/638564-just-got-my-malibal-lotusp151hm1.html

I went with them because I read all the positive reviews and was very pleased with the Malibal rep on this board. Maybe it was miscommunication in the live chat because he said I wouldn't be getting the laptop back and offered a refund first without explaining to me why or that there was a shortage of screens until the very end of the conversation. That's to clear everything I loved the laptop the time I had it which is why I sent it back to get the screen changed. If I wasn't happy with it or the company I would have gotten the refund. I was really mad when I wrote this topic maybe I wanted them to fix the live chat support to be more user friendly like the rep on this board is. I just needed to vent frustration. All I want is the laptop to be fixed because it is my first laptop. I still back the company because of the service I received on the board.

 

A good customer; as opposed to a bad one? I was just saying that businesses sell products and services, and if I was to buy a product or service from a business, I expect and I’m entitled to receive such product and services (in condition advertised) from the business I purchase from. Once the money exchanges hands, the customer is now entitled to whatever they bought; hence how businesses stay in business (they provide what we purchase). More than anything I don’t think that your analogy added anything to the thread or helped our fellow board member. I’m not starting a back and forth match, but I see our little community (Clevo/Sager) as a tight nit group and we shouldn’t belittle someone for expressing their displeasure of a situation. I don’t think the OP was saying anything truly harmful or negative about Malibal. He just was not happy with his recent customer service experience. No one ever says anything bad or makes remarks regarding a situation about an OP when they praise a business/reseller; so why should we say something when they express their unhappiness? Anyways no harm no foul.

 

+1 ksimm033

Unhappy customers are entitled to opinions just like anyone else.

There will always be the "fan" mentality to stick up for a company/product
by those that feel someone else's opinion isn't warranted but everyone is
entitled to provide feedback good or bad.

If you pay for a product and don't receive the exact thing you expected
then I feel you have every right to be dissatisfied. If you handle that
dissatisfaction in a manner louder than I would, so what?

Malibal may have limited solutions available to make everyone happy here,
I don't know. As a business owner myself I do know that you sometimes
build your business one unhappy camper at a time.