Pretty Dissapointed with Malibal

At first they had great service and helped me out with shipping and discounts and what not. But when i got my computer, it had the wrong screen, and on that screen a stuck pixel. Now i have to pay for shipping back to them for a refund.

Ill probably just order the same thing from a different reseller. Is xotic any good?

 

XoticPC was really friendly with me.

Mythlogic is also a great company - and depending on your config may be around the same price as Malibal/Xoticpc. Jeff Cline helped me and I got everything I asked for (including special requests around RAM and OS). I liked Mythlogic since they actually get the shells and build them themselves - including testing/burn-in. I like the feeling that a human being is checking my machine before I get it.

 

ouch! I do not want that to happen to me when I order my notebook. Did you contact any of the Malibal people on this forums (there's 2 of them I think)

Mythlogic I found more exve than Malibal and XoticPC, but do have some cool Patriot RAM!

 

are you serious? that is just so incredibly stupid. i would contact bbb and report this case. no reason why a customer has to pay return shipping when they ship him the wrong product.

 

^^i would recommend the same thing. however i would pm justin@xotic as he is always helpful and could prevent u from paying the shipping as this is clearly the company's fault. also i thought they had qtest and hopefully some sort of build sheet that he/she would have to fill out, and if so then how does the wrong screen get put on.

 

For the wrong screen, you shouldn't have to pay for return shipping at all.

 

What exactly do you mean by wrong screen?

 

I ordered the 95% glossy screen but I got the stock matte one

 

Well, have you tried contacting one of the two Malibal representatives on the forums? They have a link in their signature describing their Quality policy:

"All of our notebooks go through extensive testing to ensure that everything is in perfect working order before shipping out. If, for any reason, a customer receives a MALIBAL notebook that is not in perfect working condition, we will replace the notebook with a Brand New MALIBAL notebook at no cost to the customer. This is our 100% Quality Assurance Guarantee!"

Seems like you should be able to get a replacement for free if the situation is as you've described. It's okay that you're disappointed with them, but you have to try to resolve the issue before you get so drastic as to return and buy the same laptop from someone else. Heck, just look a few topics down and you'll see someone who apparently had an issue with Xotic, but it seems they worked it out just fine.

 

I am returning it but the link the malibal rep sent me said they don't refund shipping.

 

I agree the rep on this forum was very helpful to me. ive heard other things about phone reps though so try to keep it on the forum through pms, and if you do go through the phone ask to talk to the manager as the some of the phone reps are not as well informed as they should be.

 

Hello, firstly let me say that if we ever make a mistake - we will obviously pay to fix the mistake at no cost to the customer and our track record over 7 years proves this statement to be true. I'm quite surprised to see this customer come on here and create a thread solely for the purpose of accusing us of something that has not even been confirmed to be true - and then imply we have bad customer service as a result of this false accusation... especially considering the fact that we have given this customer nothing short of outstanding customer service so far (replying to his many chats, emails and PMs within minutes at all hours of the day) even after he requested a refund for the stuck pixel.

(Please note, the claim about the wrong screen originated only after the customer had already contacted us about a return for a stuck pixel and we had issued the RMA number and return instructions.)

Now, on to the issue at hand - I have checked into this customer's order and have confirmed that they did, in fact, receive the correct screen - the 15.6" 95% Glare-Type or GlassView screen.

Again, if we had sent this customer the wrong screen, then we would replace the screen at no cost to the customer, without question. However, since this customer received the correct screen that they ordered - return shipping will not be covered because the reason for return is not the result of our error.

Thanks for reading!

 

why dont you guys check the screens before you ship them out, it would only take like a minute, and it would save people the hassle of having to ship it back.

 

Sorry to sound accusing. As I said the customer service was great up till I got it. The screen does not seem to be a glossy screen as I compared from the pictures and the fact that my previous was a matte screen and comparing with my friend's macbook pro. As I said in my email and my pm I would just like a refund for the computer. The shipping is not a big deal thanks.

 

I think macs are glossy screen...well all the one's I've seen so far.

 

yea i was just saying that my screen looked like a matte screen (like my previous computer) and nothing like my friends macbook pro screen

 

Hi Justin, it's okay - but in the future, please try to work out any issues you might have with your reseller before starting a thread like this, because if you are dealing with a top rated reseller like us, the reseller is always going to make sure that you get a fair deal.

The fact that we have zero complaints with the BBB in 7 years demonstrates how honest and fair we are in dealing with customers, so I also ask other forum members to please withhold judgement in situations like this until the reseller has had a chance to reply. In this instance, we didn't even have an opportunity to address this issue with the customer before this thread was created.

Thanks for reading and please contact us if you need any further assistance with the return, Justin.

 

Here's how to tell if it's glossy. Sit in front of it in a lit room, and make sure the screen is off. My screen has an option to turn off the backlight on it, making it all but invisible, by pressing Fn + F2. This may not be the case for your screen, and if it isn't the case, then just turn off/put to sleep your laptop. As long as the screen isn't showing a thing. Look at your turned-off screen, and if you can see your reflection, it's glossy. If you don't, then it's matte. My screen doesn't give much glare while on, so I originally thought it was Anti-glare myself. Only when I saw an actual matte screen did I realize how wrong I was.

If you did this and I wasted my time typing, then... meow. I don't know what else to say. If it is glossy, are you still going to demand a refund?

 

Hi, the customer doesn't have to demand a refund - because we have never tried to prevent him from returning the laptop. When he contacted us earlier today to request return instructions (b/c of a stuck pixel) we promptly sent him the RMA info without incident.

It wasn't until after we saw this thread, and his emails (sent right around the same time) that we found out about this claim of receiving the wrong screen and so we never had an opportunity to address it with the customer before this thread was started.

 

I think I must be confused. So you are RMA-ing his machine without cost to him for the pixel, and he doesn't have to pay shipping, and you say he did get glossy for sure, so that's both problems? I'm just asking, forgive me I'm a bit tired. Maybe I got confused.

 

From what I gathered, the RMA was because of a stuck pixel. The OP didn't mention the screen was wrong, at first, whether it actually is or not.

 

im scared of dead pixels.. i hope my malibal lotus doesnt come with one..

 

This customer has an essentially perfect laptop, but says that out of the 2 million pixels on his screen, he can see a single stuck pixel - so he wants to return the laptop for a refund. Because of this, he has to pay return shipping fees.

At one point - he was saying he shouldn't have to pay return shipping because we gave him the wrong screen, but that wasn't true - we gave him the screen that he ordered.

 

Oh. Alright. I wonder how someone sees a single stuck pixel, wow.
Now I must ask, if I order from you, I live internationally. If you give me a defective product, would I have to pay to return ship it to you? Or does your quality assurance make it so that you'd have to foot that bill? Just making sure. I don't expect a bad lappy whenever I do order, quite the contrary, but there are instances where stuff can happen (be it shipping damage or whatever) so I just want to know =).

 

This entire thread is ridiculous. This is obviously a case of someone over-reacting. To the OP, show us a screen print of your original order.

 

For my clarification... if the customer decided to request a replacement due to the stuck pixel, then he would not be required to pay for any shipping based on your 100% quality assurance guarantee, correct?

 

Hi, our 100% Quality Assurance Guarantee states that our notebooks will be in perfect working order - meaning free from defective parts. An LCD is not considered defective unless it has more than 5 bad pixels.

Also, as much as we would love to guarantee that every single laptop has no stuck or dead pixels, it's simply not possible - because when you purchase barebones from Clevo, they don't include a no dead pixel warranty, so they won't replace a screen if it only has a single stuck or dead pixel, and thus it would be all but impossible to guarantee that no one ever receives a screen with a stuck or dead pixel.

With that said, someone returning a laptop simply because it has one stuck or dead pixel almost never happens. Because for one, it's very unlikely you will get a screen with even a single stuck or dead pixel and two, most people who receive a 1920 X 1080 screen with a single stuck or dead pixel don't even notice it because it's so tiny. For example, at any given time - you'll probably have dust/dirt particles on the screen that are more distracting/noticeable than a single dead pixel.

For those customers who absolutely want to ensure that they don't receive a dead or stuck pixel, we have a 30 Day No Dead Pixel Guarantee ($75) which covers all shipping charges to replace the LCD if there are any stuck or dead pixels in the first 30 days. This is the same exact policy that all resellers have. No reseller will pay the return shipping on a laptop that only has a single stuck or dead pixel unless you purchase this guarantee from them.

Other than that, if you do happen to receive a laptop with a stuck or dead pixel - you can also return it for a full refund and/or exchange it within the first 30 Days, with the only additional cost being the shipping charges.

 

So I assume because the OP user didn't reply, he in fact did receive the correct screen?

With the signle dead pixel and dissatisfaction on the glossiness, I assume he wanted a full refund? When in fact it is a replacement guarantee.

My sympathy goes more to the business in this case as it is a customer who is not happy with the purchase but demands full refund. When in fact under the agreement, it can be fully refunded minus the shipping.

But if it's a replacement, then that would be a whole different issue. Replacement and Refund are two seperate things.

I for one am still 100% commited in Malibal when I order my soon-to-be 8130 machine. Just waiting for the 6990m cards to convince me otherwise on the 8150 instead.

 

If the laptop is damaged in shipping, then UPS should cover the cost to have it replaced. Also, the Quality Assurance Guarantee is for US Customers Only.

 

Thank you MALIBAL for always being so thorough in your responses!

 

yes i must agree your responses on this forum are very fast, and comprehensive.

 

My experience with them has been great so far, I haven't got my new laptop yet but ordering was a breeze and they always answered all my question no matter how stupid they were.

 

That make sense. Malibal I hope you got my newer message and reply back to me. I want to work things out with you and hopefully make a purchase soon.

 

Stuck pixels are very easy to see and once you see it, you cannot unsee it and it will always bug you.

A lot of people don't pay for the dead pixel insurance but instead buy from Xotic or something the easy 30 day refund and just send it back if there is a dead pixel.

 

Yes, we have the same 100% 30-Day Return Policy. I mentioned that in one of my earlier posts.

 

I am really surprised that none of the other people on this forum jumped in to defend Malibal lol. Everyone just attacked them without information. There have been countless people that have had great experiences with Malibal, even if Sager had messed something up. Honestly, for the people that are considering Malibal that are not frequent users that are reading this thread. Malibal is one top notch company and their discount for NBR members is great. I got mine from Xotic who were great aswell.

 

No one defend Malibal cause we all know they are reliable?

 

I think we've beaten this one into the ground.