Eurocom: How honest are they?

Anyways so I had a problem with my glossy LCD screen, it had a grainy, fuzzy, sparkley screen, somewhat like someone smeared their sweaty hands all over it from top to bottom and from left to right. I RMA'd it to get replaced, I spoke with the technician who was "supposedly working on it" and he said he did not see what i was talking about. I explained it as best I could. The quality of the screen looked horrible because of this sparkley grainy sweaty hand print look, and not to mention that after prolonged reading it begins to make my eyes sore. This was not due to any dirt on the screen, this was underneath the glossy finish. I had asked Eurocom to replace the screen and to "test the new screen and compare it to the old one to make sure the new one didn't have the same problem" so I wouldn't have to RMA it yet again.

So I called them back the next day to see how everything was going, the guy asked what screen model etc, I told him I wasn't completely sure but I saw in my device manager it was LPL0000 which is an LG Philips 1440x900. he then told me i should expect the screen to look like crap with that low of a resolution, and at the end of our conversation he had mentioned that he might install an "AU" panel.

I called them back about 2 hours later and spoke to another technician, as the guy who was "working" on my pc was apparently unavailable. The other guy told me "we replaced the screen, and we will be shipping it out to you today or tomorrow".

Now one thing I didn't mention to them was that on the screen I sent back there was one hot pixel at the top slightly left from the middle and a dead pixel just above the middle on the far left of the screen. They told me they replaced the screen, it also says on the receipt that they changed the screen for a new one of the same model. Now the reason I'm posting this is because the problem has not been fixed and as unlikely as it may be, this "new" LCD screen just so happens to have a hot pixel and a dead pixel in exactly the same spots as my old one lol. Hmmmm what to do, what to do.....

 

Eurocom is a Clevo direct importer OEM.

They are one of North America's three big Clevo importers.

If there are any issues, they must be contacted driectly... preferably by phone.

Make sure you point out what the problems was again, to make sure they understand what needs to be fixed or replaced.

 

I contacted them by email and by phone I was very clear with them. Being clear is not the issue here, the issue is their honesty, integrity and competency.

 

I am pretty sure they are honest... as for the other two.. it will depend on who you talk to over there.

 

bs if you ask me.. well i can direct you to where to buy a screen worst case if it ends up coming to that lmk if i can help

 

did you talk to jshore, John I think? He seems like he has a clue.

 

yes, John is the one I would try to talk to at Eurocom.

 

I spoke to John already and he told me he is only involved in the sales process, he has nothing to do with technical stuff, and I have to speak to technicians about it which I did.

 

am not surprised........they changed price of clevo m570tu & m8660tu about 4 times in one month!!!!!!!!
also ....they never respond to any email i sent!!!!!
the new companies seems to be reliable than old one......like www.leadcomp.com

 

O’boy!

It would be nice to be able to order the screen you want when ordering the notebook, but I’m sure that would require a premium. It didn’t make sense for them to replace a screen that wasn’t even defective, that’s why I was surprised that you mentioned they would do that. I’m sure the tech guy had some explaining to do, as I doubt that decision would have been his to make on rather to replace a screen that isn’t defective. To me, that would have to be answered by someone with more authority. Even at that point, I wonder just how much control they would have replacing a screen with a certain brand/model. In any event 1440x900 wouldn’t be a quality screen with a 17” notebook.

At this point, to save trouble for both parties would be to ask for a refund. I’m not sure what they make per unit sold, but it might be in their best interest to refund and then thank xxx it’s over. LOL!

I’m not sure whose side to take on this one (not that it matters), but I get the feeling this is not a match made in heaven.

 

Sure you weren't trying to get a free screen replacement for the two pixels?

But seriously, it sounds like it's a problem with a dirty filter - does it void any warranties to take the lcd apart?

 

I'm quite sure if you were in my shoes you would feel the same way. I was told they replaced the screen with a new one of the same model, this was a lie as when I got my laptop back the LCD was the same one I sent to them with the problem, I know its the same one because it had one hot pixel and one dead pixel in exactly the same locations as the one they were supposed to replace... I did not send the LCD in because of the pixels, I sent it in because of the unsightly grainish sparkely look which in case you haven't read in my posts hurts my eyes after a while..

I did not tell them about the dead/hot pixels because (A) it wasn't necessary and (B) it would give me a means to tell if my screen had "really been replaced". I am not happy with the screen. I WANTED the 1440x900 screen, I know what they SHOULD look like, my girlfriend's 3 yr old HP laptop has a much clearer and nice looking LCD than this one and it is also a 17" 1440x900. I would expect a laptop of this caliber to have a screen much nicer than an old HP and I expected some level of honesty from a company such as Eurocom.

Now I'm going to have to RMA it yet again, I feel I am being lenient with them I do not believe I am in the wrong at all. They have not been honest with me on a couple of fronts already and actually deceived me this time. I do not see how you can not be sure who's side to take... I mean c'mon kobe...

 

As for dirty filter I'm not sure if thats what it is, and I'm certainly not taking the screen apart, I'll let them do that.

 

j. shore? honest? the one who told me that the m860tu was gonna ship in mid May and had me hold for a month for nothing? yea that's one heck of top notch customer service right there. honest my axx.

 

I hear ya!

But when you say a notebook of this caliber, I’m sure the screen resolution of 1440x900 is not the caliber it was intended to be pared with. Speaking of your girlfriends 3 year old HP, your screen might be just as old in terms of when it was built. But yes Excal27, it would be hard to justify having a more expensive system and the screen is worse than the girlfriend’s 3 year old model, mine would never let me forget that! LOL!

You win, RMA that thing!

 

I live in Ottawa and could have driven down to their factory and picked up a laptop in about 20 mins. In spite of that I didn't order from them after things I had read.

 

Had I known things would be like this I would't have bought from them either. you know things are bad when people are willing to spend another 300 -400 dollars in duties to avoid having to buy from them lol, as for me I'm gonna stick it out with them until the last minute.

If they can't make their customer happy then they've not just lost the sale but also future sales which adds up to a lot of potential profit down the drain. I'm not asking for much, I gave in with the video card issue, but I definitely will not let this one go.

 

If you want to talk dishonest excal. I ordered my laptop from them on July 18th. I was told it would ship out on August 15th. Then it was delayed to August 22nd. Then I was told I had missed out on the first shipment and they were planning on shipping the next batch either the first or second week of September. Its now September 16th and i've still received no charge on my Visa from them as of yet. Anyhow I know they will be losing money on my purchase (pretty much because of an error on their site on July 18th) but the fact they think they can push my order under the table really shows a lack of professionalism on their part. Its funny cause they must think that purposely pushing my order back (I have two confirmed private messages from other NBR members who ordered AFTER July 18th and received their NP8660s before me) will make me cancel my order. But hahas to them because I'm in no rush to receive it. But its something to think about to those who want to purchase from them. You can add this to the original post if you want excal.

Of course John Shore you can correct me if im wrong. But im not. Although it might just be a mistake on the back end somewhere and this post is completely not necessary.

 

They've fixed my computer, so far, through all it's troubles. However, I have found that they seemed to have put enough defective components in this. HDD issues, OS not booting sometimes, issues with Windows XP, 2nd HDD more hours than first, faulty LCD panel (after supposed 9 replacements).

 

There's a plastic screen that fits on the actual LCD display on most (all? some? I think most) LCD screens to protect it. If you see some sort of smear, it definitely sounds like that plastic screen/sheet is messed up or was dirty. It's somewhat of a delicate operation, but it's not major - so on one hand it's doable on your own but on the other hand you shouldn't have to do this. I think screens (from, say, LG) don't come put together, so a place like Eurocom would be the one assembling LCD + protective sheet + frame + laptop. So yeah, definitely their fault one way or another!

 

I'm sorry to hear the problems you are also having with them. I find their lack of business like behaviour and their underhandedness absolutly disgusting. If it is at all possible for us to take some legal action against them I believe we should...

I know they broke the law when they lied to me and told me they gave me a new lcd when in fact they sent me back the same piece of chit I sent in to get replaced. Under ontario law that was a violation of the consumer protection act. I should RMA the laptop again to get the screen replaced and then get them to send me the laptop and refund me the total cost for the BS they are putting me through ffs.

I should take some legal action, and I may, it will depend on them tomorrow. Also you should read up on the consumer protection act of ontario to see if anything they told you or anything they did or led you to believe was in violation of this law as well, and let me know if you found anything.

 

Eurocom seems like the type of company that recycles defective products to make money. Its pretty lame, some other dude bought an M860TU and had to send it back because of a damaged hard drive due to it being dropped at the eurocom warehouse. The guy said he had some boot errors etc with the HD, he opened it up and found a huge impact scar on it from being dropped.

 

I see, well I will ask them about this tomorrow, but I would just like the LCD replaced though, it saves me and them time. im sure they will try to sell this LCD to someone else, just like im sure this LCD has already been in 5 or 6 other laptops lol

 

Hey, I've put Eurocom through a lot myself... but all justified from my perspective. I got my computer built (a day late due to a last-minute faulty video card... wasted 1.5 hour each-way drive). Then the screen was very defective. I drove back in, the replaced it with 2 more (screen count 3), still messed up. Over the next several days, they supposedly tried 6 more. The last one (the one I have now) is OK... until I saw a scratch about 1/2 cm wide underneath the glossy plastic. Now that I am back in Yellowknife, they have agreed to pay for the shipping of my computer both ways, due to the 3 1.5hr (each direction) drives I made with this. They are also going to send it rush both ways at their expense. Now, I am also having overheating issues with the 200GB HDD and issues with the 320GB not reading in Windows XP. So, I they will probably end up (hopefully) putting 2 new 320GB ones in there (I will make sure that they are aware that I know how to look at the power on times and expect the SAME numbers and for them to be low numbers.

Now, one thing I don't get... 430 hrs is 17.92 days. I rarely keep my computer on at night. I realize these HDD's are tested before-hand, but how long?

I picked this comptuer up, first, on the 18th of August (1 month ago). Then used it for 3 hours and then picked it up again on the 22nd of August. I have maybe had it on half a day, each day, since then (given work is at home most of the time, but I keep it off most of the night). That is still only 13 days at most at 12 hours on a day... and that is pushing it.

 

Sounds like you've gone/are going through alot more crap with them than I am and I hope they make you happy in the end for all they are putting you through. For me though with my screen they just lied to me, told me on the phone "Ok we just put a new lcd in there for you, and we're shipping it back today or tomorrow".

Ok so I got it today and boot it up and its the same **** screen. I know its the same because the screen I sent in had one hot pixel and one dead pixel hard to notice, I'm sure they didn't see them and I didnt tell them because its not a big deal to me, but the lcd they sent me back was the same one with the same dead/hot pixels, in the exact same spots so they flat out lied to me and that is a huge issue.

 

I have a new car and after driving it for a few weeks I decided I should have gotten the bigger 2.4 liter engine. I didnt have the money up front to buy the bigger engine but I wanted realy good performance. I went back to the dealership and I asked then to remove my engine and replace it with the bigger engine under warranty. They told me to shove off. They asked me why I thought this should be covered under warrantee and I said “Because I think it should be covered and the smaller engine is too slow.” After that stunning revelation they had no choice but to replace my engine. I'm still upset however because I have my new engine but they didn’t upgrade my Transmission at the same time.

I'll never buy another laptop from this company again!

Sounds familiar?

 

Yes you sound familiar... that you John Shore? lol

 

Only difference between your view on this and the reality of it, is that your company lied to me telling me they changed the screen when they didn't, and I'm not asking for a higher resolution (or bigger engine as you put it) I'm asking for the same screen free from the sparkely grainy defect.

So John as you see I'm not asking for more than what I paid for, and I'm not upset because they (didn't put a new transmission in it) I'm upset because they didn't fix the problem it was sent there for and they lied to me.

Do you understand now?

It's a shame to see a Canadian company like Eurocom letting itself go, I am sad to see all the problems everyone has to go through with Eurocom and its employees. Its a sad day when Canadian customers have to buy from the U.S because a handful of guys don't know how to run a company and treat their customers. All it takes is a little respect and some work ethic....

 

No it doesn't sound familiar because it doesn't relate to his case what-so-ever.

 

Don't take John seriously lol, I think he gets cash bonuses for those kind of posts... lol

 

Sorry Inspector Clouseau. This is me! If I post, I post under this name. MINE! I'm kind of attached to it. And I don't post often because generally nothing good comes from it! Though apparently you can straighten out the entire company in one foal swoop!

Though I found the post by Verbatim entertaining, I don't think it really pertains to your issues. Hopefully your unit will be repaired to your liking! I know you have spoken to support and they are working with you to resolve your issues.

Sorry... no bonuses for dealing with difficult customers. It just comes as part of the job.

Thanks

The Real John Shore

P.S. I am surprised Nirvana has not chimed in AGAIN calling me names because the M860TU’s were delayed. It’s all a plot by me to separate him from his money! Get over it!

 

Well, whomever you are (or aren't), public relations doesn't seem to be one of your strong points. I've occasionally used the Eurocom site as a comparison for purposes of considering a new system; you've just convinced me to cease doing so.

 

I don't blame you Shyster, also it has been my experience that Eurocom is not to be trusted. They literally broke the law when they told me they replaced the screen, but sent me back the exact same one... That is considered a violation of the Ontario consumer protection act and it will be looked into.

 

My mistake, sorry John, its just been speculated a few times in these forums that you are verbatum, as you both have extremely similar grammar tendencies, and you always seem to pop in after verbatum does. If you are not him then I apologize.

 

Wow, 13 posts and a Rep power of 3...

 

I RMA'ed the laptop again. When I asked them why they lied to me about replacing the screen the first time, they told me "well the manager decided not to ok the replacement". lol He said it like it justified lying to a customer.. It even says on the receipt they sent the laptop back with.. "replaced panel with same type, and tested".

They didn't Email me or even call me to tell me that they decided not to replace it the first time. They now told me today that they will replace it but that was only after I mentioned the better business bureau and the consumer protection act of Ontario whose laws they have broken twice so far in my dealings with them.

 

OMG I've had enough of this ****. Honestly seeing how you talk about them here makes me wonder how you deal with them directly. Actually I think they're doing quite great still not having told you to **** off.

Since when polite and courteous communications between 2 parties ceased to be mandatory?

How come in the time I had my m570u I had
1 ODD replaced (defective)
1 HDD (broken)
1 complete motherboard replacement (a tiny little thing with the bay SATA connector).

How come they paid for shipping both ways, and did advanced replaced both drives? How come the mobo took just a week to be replaced from the day I shipped to the day it came back? How come speaking with John always end with dozens of replies most of them in my inbox in ½ day? How come when I got my mobo replaced the tech guy asked me confirmation about every little thing that he did? How come I never actually called them and bought 3k$ worth of equipment?



No I don't work for this company nor they are paying me for every little positive notes I posted here (and many knows I talk positive about them).

Get a refund and go get a Dell; I think you'll do them great service (to Eurocom, not Dell).


Will I ever buy from them again? Certainly! Do I trust them? Course I do. Pfff dealing with them was a pleasure compared to dealing with Compaq 6 years ago...

 

I hear what your saying, but some red flags still go up in my books with this company. If you search 'eurocom' in the Clevo section you will see more complaint type threads than not.

 

If you have had enough, you can exorcise your right not to read my posts anymore or respond to them for that matter.

I have been polite throughout my conversations with them, and more than patient, and they have been polite with me. This isn't in question. Their honesty or lack thereof is what is in question.

(A) Because its their job to replace broken stuff and its their responsibility to pay for shipping when they send you a defective product.. I sure as heck am not paying for the shipping, and who would? (B) You would have to ask Eurocom why it only took a week to repair your motherboard. (C) John is responsive, but again that is not in question. (D) I do not know why you get special treatment while me and others get the run around. Maybe they just really really like you a lot (E) I don't see what relevance this has to anything.

Maybe you don't work for them, but its not a far stretch to say it sure sounds like you do...

I just want my defective screen replaced and I want Eurocom to do their job without lying to me further or breaking any more laws. And no worries I don't take your post personally, although it does seem VERY personal. I'm glad you at least agree they have not dealt with the situation with my screen properly. And as for the Scott towel I wouldn't use anything but a microfiber cloth on an LCD screen.. And once again it's not an issue of dirt, this is a problem with the screen itself.

I am glad you've had nice dealings with them. Unfortunately that doesn't help me...

 

So far, they've helped me in every way that I have asked them. As with many people who experience poor service with Dell, I never did. I have used poor Dell products, but they always sent me replacement parts as needed, within warranty. With Eurocom, as long as they stand against making sure my computer is 100%, the the end, I cannot pin it on them that a HDD doesn't work, unless they do nothing about it.

 

I hear ya, and I agree with you. Had they fixed my screen this thread would not exist. They told me they "replaced the screen" when my computer came back, it had a receipt attached to it showing that the old screen was swapped for a new one of the same type. But when I powered on the PC, I found that it was exactly the same screen I sent back to have replaced, with the same problem UNFIXED.

When I called them back and politely asked them why they didn't change the screen and why they lied to me they responded "well the manager decided not to ok the replacement". They didn't even call me to tell me this nor did they send me an email. That was an attempt to deceive and they sent it back hoping I might just "think" they replaced it and be happy. Keep in mind this act of deception is against the law, so there is no disputing that they did do something very very wrong here.

There are two tell tail marks on the screen I sent back which I did not mention to them. One dead pixel and one hot pixel in certain areas of the screen. Those were present in the exact same locations as the screen they said they replaced not to mention the grainy sparkley sweaty hand print look was still there.

I did not make this thread just for fun or to flame Eurocom or any of its employees. I posted this thread to let Eurocom and other resellers know that this kind of deception can not and will not be tolerated. I feel like my back is against the wall in this situation and I feel by posting a thread letting people know what I am going through and dealing with will help them when deciding to make a purchase and will help get companies acts together in the future.

 

Oh well, hopefully you won't have any had feelings toward me. After all we're from the same town lol. The best you can do is hold on to your side of the stick and let it go only when you're pleased with your machine. I know it's a lot of money and I myself would not have tolerated it.

It's just that bashing that's getting on my nerves lol. See as big as they are and for as long as they have been on the market (I remember seeing my first ugly eurocom laptop in a store like 8 years ago), their service can't suck for everyone. They would have been out long before.

Good luck.

P.S. Oh, and I tried hard to get a comission from them but they never wanted .

 

lol Don't worry about it, I have no ill will toward you in any way, you have as much right to voice your opinions as anyone else. Although the language might have been a bit questionable to some.., I didn't take it serious.

I understand you feel like I'm "bashing", but I certainly don't see it that way. I'm trying to put everything the best way I can, I don't see how there is a polite way to put into words what I've been dealing with, but I have been trying. and I'm just telling it how I see it.

I'm not saying their service sucks for everyone, it could be impressive for some.. its just not so impressive for me. I have been for lack of better words "Shocked" by their service and how they have dealt with the situation, and now I'm just letting people know what I am going through. And I expect that not everyone will agree with it, thats life.

 

If that's how you talk to customers, I wouldn't buy from your sorry a** company either. After reading your post, I was like "Bunk Eurocom then! "

With that attitude, I couldn't blame anyone who was considering buying from your company to go elsewhere. Eurocom must be proud.

Maybe you should post even less.

 

lol I agree, and thats definitely not the way to make a company look good. Talking like that and treating some of their customers the way Eurocom have been is going to be bad for business. There are a few people I know of on NBR that have a problem with John. But on a positive note, my personal dealings with John on the phone and by email have been pleasant and he has been polite, and helpful when he can, and I have no problems with him what so ever. So far Its "other" employees who are the problem.

 

ahahha

 

Like I said before if you are not Verbatum, then I sincerely apologize.

I can see that..

Its nice to hear things are shaping up over there, I'm glad something positive is coming from all this.

I hope it will be repaired too.

working with? or...

If by difficult you mean standing up for my rights as a consumer and not putting up with any BS when things get shady, then you've got me there.

Was that really necessary?

 

Did you seriously just break a paragraph into multi-quotes?

I hate it to the endth degree when people do that. For the record I hope I am not one of those people you think that has a problem with John Shore. He was excellent over the phone and fixed all the problems I had at the time. The only problem I have currently is that I ordered a laptop on July 18th and it still hasn't shipped out yet. I don't believe I have to call but I probably will tomorrow to see whats up.

Seriously excal I would delete that post, it doesn't help anyone and quite frankly it leads me to question YOUR handling of this whole situation.

 

^^m860tu? that's 2 months already.