My XR5/Clevo D901C woes

The issues I've had with the laptop are a long story, part of which have been documented on these forums several months ago. Like some of the unfortunate of us, I decided to buy this machine from PC MicroWorks. A company many of us have found out has a past in customer dissatisfaction. They were the first, or one of the first, to offer the D901C with the 8800m GTX, back November of 07, even though they, like every other reseller, were confined to release dates by Nvidia and Clevo and unable to ship until mid-late January 08. PC MicroWorks seems to be the kind of company that feeds its customers what they want to hear, or at least vague assurances, while rarely delivering on their promises, if ever. I have confronted them several times explaining that I understand set backs and time restraints, but that I just need an honest explanation, and time frame. These are two things I have yet to receive. I have read several other PC MicroWorks horror stories, and now I understand the frustration. I sent in my XR5 almost 40 days ago, for a motherboard replacement. I contacted them several weeks before sending it in, and received an email stating they should be able to have it returned to me within 3-5 business days.I didn't believe them, figuring it would take a couple weeks. I believe I payed somewhere around $400 for the 3 Year Diamond Plus Blanket Protection Warranty.

UPS got the package to them a day early on a Friday morning, but were unable to deliver, because no one was there to receive it... UPS got it there the following Monday. Of course in the style of their business model, they probably would never have contacted me about its arrival, or status what so ever, had I not emailed them at the end of that week. Since then my emails don't receive a response for at least 48 hours, but then what does it matter when they have only false promises about it only being a couple more days. I keep getting the, "It should be done by the end of this week..." week after week. Now 6 weeks later I really don't even know if they are able to fix it. About a week ago I stated my concerns to my service rep(everyone's service rep as far as I can tell) and the story is Clevo has a Motherboard shortage. If a company sells a product and part of that product(about $400 of it) is a service contract, yet they are unable to perform the services payed for, how is that not a scam.

I kick myself everyday for not buying from one of the reputable, honest companies such as Xotic PC or powernotebooks.com. While I am hoping they see this, and take some kind of action to remedy the situation, I also feel that people should take my story, and the stories posted by others who feel swindled into account, when they give a company as much money as most of us have.

I'll end with this. I know computers break. I deal with it all the time. But if you pay as much as many of us have for the extended full service warranties, I expect results in a timely manner. I could even forgive the delays if they communicated with me as if they cared or showed any kind of willingness to get things done. If I didn't have another computer, I would be out thousands of dollars in wages. I just hope, if and when I receive my unit back, that its not obsolete. If anyone has dealt with this kind of thing, and has advice, or info on California consumer laws, I am looking into taking legal action.

 

Sorry to hear about your issues.

Its still not as bad as some other that we have heard here on NBR, but very annoying indeed.

If you do not get your product back or get bad service.

You can contact the Better Business Bureau.

 

Yes I have that in mind Gophn. I wouldnt be the first, thats for sure. Its just hard to know when to stop waiting. I have read the stories of people who after half a year or more, never got what they payed for.

 

Well.... I wonder if we at NBR can help give some friendly nudges for our members issues at vendors such as PCMW if they are not communicating properly to their customers.

 

Friendly nudges are great. Molotov cocktails are also useful. Thats a joke, mostly.

 

That is terrible man.

You should contact Sager and see if there is indeed a 'motherboard shortage' as they say.

6 weeks of waiting is ridiculous.

Really though, would they keep saying "it will be done by the end of this week" if they didn't even have the part and didn't know when it would be coming in?

Couldn't they have told you in the first week that they got it, that they didn't have the part yet and it might take a few weeks?

Their 'diamond' plans give you priority over others in the queue. I bet non-diamond plan holders wait 6 months to get a stick of ram replaced.

I've worked complaints with the better business bureau before and I was surprised by the fact that they have competent workers there, as opposed to typical customer service representatives from major companies.

I would file a complaint if you can't even get an honest response out of them.

 

Yeah I'm writing them en email right now.

Exactly my point! But that is how they have always been. Look at any story by someone who pre-ordered the XR5. PCMW kept promising they would have the XR5 shipped by late December 08. Then it was January 3rd, then just a couple more days. They make promises without any idea if they can deliver on their word. The fact is, they pretty much lie.

The funny, but sad fact is, I have read that exact story. The 9 month ram replacement.

Thats the next step. Thanks for the support and advice. At least I know I can trust it the forums. I'm so thankful for this place. If PCMW were half as dedicated to serving the people who give them thousands of hard earned dollars, as the people here are to helping strangers for free, they would be a top rated reseller.

 

^^ good point.

PCMW probably got their barebones from Sager... or Pro-Star.

Therefore, you have warranty through the importer OEM as well.

 

BMonk: i know that PCMicroWorks are not trusted from more than 6 months when i wanted to get 9800M GTX cards they promise me to get the cards quickly but then after month wait they stop respond to my emails i have a friend that live near to their office in California he go there and said to me that there is no one anymore thats why i turned to SAGER

 

Pretty sure they're Eurocom actually.

 

BMonk, dtwn83 is right PCMicroWorks get their laptop from other firm but i'm not sure if this firm is Pro-Star before i get my 9800M GTX cards from Sager they wanted my Laptop ID number and they said that the number is from other firm not PCMicroWorks but dont remember the name you can send mail to SAGER with your number they will tell you

 

I had an issue with my motherboard, where I needed it replaced.. Took me forever to get in touch with them, automated phone message kept playing forever and my emails received no resposes. This was during the end of 2008 (around New years)... Since I stay close to them instead of shipping I chose to personally drop off my laptop and personally pick it up. The office where they are located seems to be deserted with no signs/indications for PCMW, but they are present on the 2nd floor.

 

Glad to hear someone else alerting readers about this company and its business practices. I had a similarly bad experience with them. You can read my review over on ResellerRatings.com.
http://www.resellerratings.com/store/PC_MicroWorks_Corporation
I'll post a thread here on these forums as well.

 

So if I can find out who was the importing OEM, they might be able to assist me? I doubt any warranty would still be valid, but it's worth a shot.

Well I don't have that number now, since my machine is currently sitting in PCMW offices, or under a bridge, where ever they put things they are in denial about.

 

you will need to have your system back.... in order to check the chassis serial numbers.

with the serial number I can determine the importer OEM.

 

Gophn,
could you tell me the importer of mine?
sn: [removed by mod]
Thanks!

 

its probably a Sager usually.

Unless if the vendor got it from Eurocom, which is rare since they are a Canadian importer OEM.

Oh, and M-tech (sister company of Pro-Star) has recently been selling barebones as well.

 

Thanks Gophn, and thanks for removing sn from thread. I didn't even think about that