Dissapointed with MySN aftersale customer service

In the summer of 2014, after reading all the good reviews about MySN, I decided to go ahead and order a laptop from them. In fact, I ordered two laptops (both same model P304 I think) from them at the same time.

During checkout, there was an error with their system as a promotional voucher I was applied twice. They alerted me of the holdup and I happily paid the extra fee.

Then the horror started. They sent the laptop fast and secure. I used singular, as they didn't ship the 2nd machine. Apparently, after a few hours talking to their offices in Germany, there was anr issue with the order (at the end I paid most the voucher savings in phone bills...). I had placed the initial order via their UK shop, which sent the wrong order to Germany. Their UK system was showing the correct 2 machines order, but their German ones was showing only one machine. They shorted it out for me and sent me the 2nd machine ASAP.

Within a month, I had issues with the battery discharging fast and loosing health. I asked for a replacement battery, where I was advised to ship the whole machine back. As University was about to start again, I couldn't do so and asked them to wait. A month later I contacted them again, where I was told some P304 had issues with their power unit and were asking customers to send them for checkup (I am wondering if I didn't contact them first, what would happen). We arranged for them to send me a new battery. They did so, but -from I was told another IT issue- the battery wasn't sent to the address I provided them. Instead, the battery arrived to my previous workplace! After a month waiting for the battery to arrive (during which MySN insisted they sent it to the right address), thankfully someone alerted me that I had a parcel there with sender address: Germany. After loosing over 1 hour (and money) in public transport, I got the battery (which worked fine), packed and sent the battery back. This was October 2014.

Since then, I had a few issues (bright spots on the screen), where the CS was eagered to help but due to bad timing and the fact that the main machine works fine, I didn't request any actual repairs.

Today, I got an email from them in German. I translated the email (thanks Google translation), where apparently they want to charge me 80 euros for a battery. A case that I considered finished in 2014!!! And oh, the most funny thing is that the address they got on the email is still my old workplace (regardless of the emails I sent after)...

Last week I was looking at getting a new machine from them, as the University is paying (one of the really few perks of being a PhD) and regardless of the initial screw-ups, their machines run beautifully. Today, I am reconsidering doing that.

Continuing my all saga with them, I just got off the phone with a representative. He sounded nervous (probably due to having to speak English), he was friendly. Apparently, they lost the battery or something. The advice I was given: Send us an email... which is what I did before the call.

At least he said if everything is fine, then I may get a free code for a game Which I don't mind, but my main concern is not to pay extra moment for something that isn't my fault.

 

That's what I love about HIDevolution's Global Warranty:

1) If a small part such as keyboard or battery or whatever needs replacement, they will send you the new part and they will pay for shipping, then you send the old part back once you have replaced it and again, they will pay for shipping.

2) If the system requires it to be shipped to their service center for a major repair, they will send you a courier to your place and again, they will pay for shipping both ways.

See:

HIDevolution - The Best Company I ever dealt with

HIDevolution - Words cannot express my gratitude

HIDevolution's Warranty!

 

@Athonline

I am very sorry that the invoice was sent out to you. This would have come from the office in Germany and I am 100% sure it is a mistake. If you purchased the laptop through the UK office (where I work) then there is no reason at all for you to be invoiced for anything directly by our head office. I have checked our emails and I can't find a record of you contacting us directly about it, could it be that you emailed the German office rather than the UK office?

If you would like to drop me a pm or email our support team at support @ mysn.co.uk we will be able to look into this for you first thing tomorrow morning.

EDIT - the UK office had calls diverted to the German office on Friday which would explain why you spoke to one of the guys there. They all speak fluent English - I expect he wasn't nervous because he was speaking English rather than he didn't quite know what the invoice would have been sent to you for, hence I will find out exactly what has happened on Mondya for you. As above, please don't worry about this as in my eyes it is definitely a mistake.

@Phoenix - I'm sure just a missunderstanding of Athonline's issue but there were no issues with the shipping or warranty coverage in this case - our warranty covers all shipping charges both ways via courier in the same way that HID or anyone elses collect and return warranty works

 

Oh I see, that's great then, I guess it was a misunderstanding then

 

Hello,

Apologies for the late reply, but I was busy with a work-related deadline. I did email to the German office on Friday (both emails before calling to ask for a translation and after as your representative suggested), as that is where the email originated from. I did the battery claim on the German office.

I will PM you later today or tomorrow morning, as currently I am literally on the move. Probably I will copy to you the 2nd email I sent to them (after chatting with the customer support representative).

I called the German office directly, as I did ages ago to get the 2nd machine, as the phone number was written on the email. He was actually quite surprised when I replied back in English; I don't complain about it. I already said, the guy was friendly. I can say when I called for my 2nd machine, the guy there was speaking English better than I do!

Thank you for your interest in my case. Hopefully, as you said, it was an error. I am really happy with my current machine, even if it has a bright spot on my screen (only against white/bright backgrounds). It is the only laptop I owned in the last 4+ years which hasn't had a motherboard failure due to overheating after over a year of usage! Running my Computer Vision stuff and Neural Networks is quite CPU-intensive! ;-)

Andreas

It was! Apologies for my part, I wrote the post in a quite frustrated state of mind, after a day sleepless due to work...