Malibal Stuck Pixel Dilema

THE FOLLOWING HAS JUST HAPPENED TONIGHT - IT WILL BE RESOLVED TOMORROW.

I wanted to post this so I would be able to get some opinions from other users as to this situation. I was inspired by the biba028 service fiasco that was resolved very very well.

As a few of you have read, I recently sent in my Lotus P151HM1 for a screen replacement, due to red and green stuck pixels on the right side of the screen. Because I did not order the 45-Day Screen Guarantee, I had to pay both shipping there, and back - which came to a total of $190.

I could not have returned the laptop and purchased a new one because I have installed my own copy of Windows 7 and Microsoft Office on this one, and as such, it would be a loss if I returned the computer.

Anyway, just after it was shipped, I asked my contact at Malibal the following after being told the cost of a 45-Day Screen Guarantee for the new screen:

"I will have to think about that then - are you all right with a response on that when it is dropped off? Do you think I should get it? What is your experience with Dead Pixels?"

In response, I was told:

"I don't think you need it, we already inspected your screen and there weren't any stuck pixels, please just pay pal the (Cost redacted) for express return shipping, thanks."

I then Paypal'd him the payment, and thanked him for putting up with all of my questions - promising that I would give a good review once I got the laptop back, seeing as they had included their free Black Friday laptop upgrades while repairing it.

Then I got the laptop back.

As soon as I log in, I realize there's a red dead pixel, just off centre, to the left of the screen. How did this get past it? It was apparently inspected.

I immediately sent an image to a live-chat sales rep, and was - in the end - told that I will have to speak with them tomorrow, as they were just closing. I was also told that the only way I could get it fixed was to return it to them, and buy a new one. They were nice enough to offer free shipping back to them, and reimbursement of the shipping costs for the original shipment when I ordered the laptop.

However, I don't want this, I would really just like the screen fixed, as I love the rest of the laptop. It's what I spent my money for to send in the first time, so why did I get it back with the same problem?

I ask that this isn't deleted, as I'd really like to resolve the issue. MALIBAL does have good service, and I'm hoping this is just a hiccup/one-time thing.

 

If Malibal said that there were no dead pixels, and there are, then your claim stands.

Hope you resolve it, Malibal has great customer service.

 

It does say on their warranty that they will be using refurbished or new parts to repair a laptop. Perhaps there's a bad batch of screens circulating through the system?

 

That is possible, but point is, I was told mine was fine, and because of that, I didn't order the pixel warranty.

 

MALIBAL has great customer service but QA... I can't say for sure because of these:

Incident here:
http://forum.notebookreview.com/sager-clevo/620495-received-new-malibal-lotus-screen-dead.html

Full review here:
http://forum.notebookreview.com/res...ew-malibal-lotus-p150hm-customer-service.html


I just got back my screen Tuesday (11-29-11). No more stuck pixels. They told me they replaced my screen with a BRAND NEW screen. Whether they say the truth, I'll never know. All I know is that my 45-day warranty WILL RESET on this new screen.

You sent them your laptop for a screen replacement. "Screen replacement" should mean they will use a new, flawless, defect-free screen. If you get a defective screen (again) after they supposedly replaced it, then I guess it's now MALIBAL's responsibility to replace the screen again. Otherwise, you simply paid shipping for nothing.

 

That's how I see it as well.

I didn't pay nearly $200 in shipping, and wait over a week to get stuck pixels again. I understand how they would not want to replace a screen a second time - but I don't think it was done properly the first time, and I'd really just like to get this over with and enjoy this computer, because other than that, it's really really amazing.

I'd even be alright with them sending just a screen my way, so I can do it myself. As long as I can get this fixed.

 

Do you guys think Malibal does the QA?

No. All I know is the machines all ship from a factory, it is the factory staff's job to check the quality of the machines.

Malibal may tell them to do an extensive testing, but in the end they don't actually see the machines.

Correct me if I am wrong.


Sent from my iPhone with Tapatalk

 

As an update - I've been offered to be sent a new screen so that I can replace it myself. I've told them that I would like some peace of mind that this won't happen again, either a warranty on the new screen or a promise to replace it if it's bad. Either/or.

EDIT: It seems that they will be shipping me a new 95% gamut screen to replace my current one, as well as instructions for set-up. No word on a warranty or anything, but I'd really, really appreciate it for peace of mind.

 

My plan was to order a P170HM with one hard drive, then move that drive to the second bay and install my own SSD and OS. If that voids the 30 day return period, I'll have to rethink my plan. Glad I found this out before ordering.

SoulMisaki, who is paying for shipping for the replacement screen being offered?

 

Apparently they are shipping it out to me. I don't know what shipping or service they will be using though.

Also, to be clear, nothing I have done has voided any warranty - I just can't return it out of my own choice, because if I do, I lose the OS and paid software I installed onto the machine myself.

If you do not mind doing that, you could still return it if anything happens - I just rather not.

 

Oh, okay....thanks for clearing that up for me.

 

Alright, I've just spoken to MALIBAL, I will be getting a new screen, pictured instructions on how to install it, and a one-week guarantee that it will not have any faults.

Should be shipped out on Monday.

 

It does not matter who does the QA. MALIBAL is my reseller. I talk to them, not the factory.

Whenever MALIBAL replies, they always say "we" as in "we check and test every product". But like I said, it does not matter who does the QA. All that matters to me is that I purchased the laptop from MALIBAL and if there are problems that are not from my own doing, then it's MALIBAL's job to fix it...regardless of who did the QA.

 

Did you guys try to fix the stuck pixels yourselves? A stuck pixel's very different than a dead one, and can often be fixed. Just wondering

 

Tried, didn't work on this screen or the first one. Hopefully if any happen on this last one I will be able to fix them, or they will be within the one week.

 

That sucks! And yep, good luck with them. They can be incredibly annoying.

 

This customer said the first laptop we sent didn't have any stuck pixels when it arrived, but one popped up after about a week. He then sent it back to have the panel replaced and during that time we gave him some of the Black Friday deals like FREE Ram Upgrade and FREE Color Calibration, since they were going on and also did the labor for the screen replacement at no charge, even though it didn't fall under the terms of our warranty.

We have since agreed to send him a new panel (free of charge - even though, again - the issue isn't covered under our regular warranty) so that he can replace his current panel. Hopefully, this will resolve the issue - thanks and goodnight.

 

About the software issue, why can't you just reinstall the OS and software? Just wondering, never heard of a one time install deal.

 

Mentioned the free upgrades in the original post, but thank you for mentioning them again - you guys are really great.

Anyway, once I get this panel installed, I plan to do a proper review.