Received new Malibal Lotus, screen dead?

I just received my Malibal Lotus P150HM. I plugged the battery in and turned the computer on. Nothing displayed on the screen, it did not even lit up, like a monitor turned off. This is a brand new laptop, I just turned it on for the first time. The LED on the side of the laptop are lit. What to do?

 

I struggle when I read posts like this. When you essentially "out" a vendor with a post that claims there's a problem -- and it's obvious you've yet to even contact your vendor -- you do them an incredible disservice. The internet is (sort of) forever.... All anyone's gonna remember is the headline "New laptop from vendor X doesn't work". Not everyone is going to read onward and find out the issue was you didn't order an operating system.... But even if it turns out there's a hardware issue here (because I wont assume to know everything) it is clear you posted BEFORE contacting your vendor and giving them a chance to deal with the issue. That's just not cool.

 

fail. i contacted their support.

 

Well, now I have to reply and say that you did start this thread before we even had a chance to reply to your PM (sent 3 minutes prior to the creation of this thread) - otherwise, it sounds like you tried to contact us and we wouldn't help - so you came on here - which isn't the case.

Anyway, please open a ticket on our site and we'll address this for you - thanks.

 

You could at least wait for their reply

 

...and posted shortly thereafter before they even had a chance to respond. Don't pick apart the syntax of what I wrote - listen to the spirit of it and maybe show some humility and say "ya -- i kinda meshed up but forgive me I was excited..."

The reason I'm calling you out here is because you are not the first (and you wont be the last) y to do this -- but it is a problem. I hope the next guy reads this and maybe hesitates before pulling the post trigger so quickly.

Let's move beyond this --- I don't want to sour your experience on what should be a cool and exciting thing -- you got a new notebook. I'm sure the vendor will work with you and sort it all out -- and you'll come back here and post a detailed follow up on how they did that and how happy you are with their service.

 

Welcome to the wonderful world of computers. They do strange things very often, especially if your not around to watch it all the time. Owning a computer is like owning a pet, it will likely crap on the floor when your not looking, sometimes even when you are. You need to spend time with it and work through its problems. Its easy to just return the dog where you got it, but if you want the dog you are better off learning how to train and fix your own dog. Sure if the dog dies within the first year you can get a free replacement, but if it pees on your floor, clean it up and try and fix it yourself. Its easier than sending it back or complaining to the world. Most of us own a pet.

 

You guys could be reading too much into this. The OP did not make any disparaging remarks on Malibal. It's one thing if he's complaining about their QA or CS before he engaged them, it's another if he's simply asking for help. Next time, it may be better to leave the reseller's name out to avoid the hooplah.

Anyways, keep us updated. I'm curious what the issue is too.

 

Children, this is a support request post, not a vendor feedback post. biba028 has made no remarks regarding his vendor's quality (beside the simple obvious fact that his machine is seemingly DOA to his eyes). Considering that it is HIS machine, he's free to get support however he wants. Anyways, enough bickering...

Unplug the laptop power adapter, remove the battery. Press and hold down the power button for fifteen seconds. Release the power button, then press it once more (for good luck). Replace the battery, plug it back in, and try and boot it. Try booting it with no battery, or with only the battery if that doesn't work.

Does it make any sounds (hard drive kicking up, etc)? Did the packing container have any damage? Anything that'd make you think it was drop kicked around the shipping yard?

If none of the above works, you should give your vendor a call (sending emails/starting support tickets will likely be slower than using the phone, in almost all situations) to get a solution started quickly (although the solution itself may not be so quick, depending on the issue). Good luck, mate.

 

To be fair, it's a support request post with a little bit of editorializing - which is why it's raising the hackles of some. Saying that you have a Clevo with a screen that won't power up is asking for help. Stating that one has a "Brand new laptop" out of the box from a specific vendor with a suggestion it is faulty is making a statement about that vendor - intentional or otherwise.

The vendor responded to this post in about 35 minutes, and likely responded to the actual trouble ticket - so we have to assume this is being dealt with.

 

Thats the point. People other than us will read less literally, and read much more into it figuratively.

DogsoverLava gave a good explanation - and not too long of one considering how much this really is a problem for the reputation of resellers.

I think if anyone needs a shorter answer to why threads like this are incredibly stupid, they don't need to look further than my user title.

 

NBR members and MALIBAL,

Wow. I did not mean for this thread to explode. Anyway, here's some explanation.

This is a $2000 laptop. If you do not get stressed out when receive a DOA, then $2000 for a broken laptop may not be a problem for you. It is for me.

Second, did I mention anything bad or malicious against MALIBAL at all ? If you think I did, re-read my first post:

As you can see, I was just stating the events. The only adjective I used was "brand new."


Status:
The laptop is defective as confirmed by MALIBAL. The laptop has already been dropped to UPS to be shipped back to MALIBAL. MALIBAL promised to build me a new one, which means I will not get the same (fixed) laptop back. They will also overnight it to me when ready. The only sad part is that I paid $50 for the 3-day quicker build time, which I do not think I will get back.

I have to say THEY HAVE THE BEST CUSTOMER SUPPORT OUT THERE AND I WILL NOT HESITATE TO BUY FROM THEM AGAIN. Is this praise enough? I received the laptop (actually picked it up from UPS because they "said" I was not home even though I was) and was not able to open it until late night. So only until 9 or so was I able to learn that the laptop screen would indeed not turn on. That night, I guess around 10PM, I sent "MALIBAL" a PM here and also submitted a ticket. A few minutes later, I checked my inbox and someone already replied. This is after their operating hours! So for anyone thinking I am doing this to hurt MALIBAL's rep, you are wrong. I was simply asking a question, no malice intended.

 

I'm very pleased to see that your vendor is going to sort you out. Good luck to you both.

Regards

 

Good to see Malibal is on top of things, that's quality service.

 

My question is why this defect wasn't caught before it was shipped to you? Don't they check the machines before they are sent out?

 

Definitely a good question. How could the supposedly "extensive testing" done by Malibal not see this at all?

To the OP, is there a visible damage on the laptop shell or how about the box? Could you see some sign that it was dropped while on transit?

 

Maybe something happened in transit? I certainly hope the LCD is tested before shipping.

 

All machines are checked before shipping, but transit can be extremely rough on laptops. All it takes is a solid bump to knock a connector loose or dislodge something. There's just no telling what can happen once it's been passed on to the carrier.

 

Hi, this customer purchased a notebook without an OS, however - we still loaded an OS and did thorough testing and benchmarking before sending out this order and all orders. We even emailed this customer some of the results that we recorded and documented on his order, including 3DMark and Memtest.

Also, as part of our QA Policy (see sig), we are going to overnight this customer a Brand New notebook replacement. We'll also update this thread once we receive his unit back to let everyone know what caused this issue. Thanks.

 

Lol talk about loyalty. I'd say Sager/Clevo are getting some rabid fans.

Kind of like apple....only better!

Mr. Mysterious

 

I have never encountered such a good customer service like MALIBAL. They were replying to my messages in a matter of minutes. I just wish they would use Fedex next time and not UPS. The driver did not even knock on my door, nor rang the bell. I will put a camera to my door next time, and put a HUGE "You're on camera" sign.

 

How about hooking the computer up to an external screen, or even your TV, via HDMI? That would definitively point to the screen being the culprit, if you are able to see everything on the TV.

Mr. Mysterious

 

Done that. They were suggested to me by the MALIBAL customer support agent. Even when hooked up to my HDTV via HDMI OR to my desktop monitor via DVI, still no display.

 

It's out of my hands now. The laptop was already shipped back to MALIBAL.

 

Just my 2cents.. This actually a good post. As I am ordering a Erebus 1811 in two weeks. Good seller service is worth its weight in gold..

 

Not to mention return shipping back and forth is paid by MALIBAL unlike other online shops. The shipping back to me, as they promised, will be overnighted. Let's see what's going to happen in the next few days and I will update this thread.

This is assuming the UPS driver will actually knock on my door or ring my bell

 

UPDATE

I received the replacement laptop today. Turned it on, the screen is fine. I did not have much time to look at it so I just installed Win7 right away.

The thing is, the laptop only has 8GB of RAM, I ordered 16GB !

I am starting to doubt MALIBAL's QA process/procedures now. What do I do, return the laptop AGAIN ?

FYI
I already contacted Malibal about this.

 

Jeez, something is obviously amiss in their QA department. They will probably just send you the missing ram. hopefully you have the know-how to replace it yourself.

 

Replacing the RAM is easy. But I should not have the need to replace it if they did it RIGHT the first time

 

Is there a way to take a BIOS setup screen shot so I can send it to them?

 

Use a camera?

Or just right click my computer -> properties -> general tab and then screenshot that since it shows the RAM amount.

 

Hi, we can send you an additional 8GB with pictured instructions so you can install it, would that be okay? Note: We've already seen the screencap.

 

Check which slots are free. It's a bit more involved if you have to install the RAM under the keyboard.

 

The RAM mistake was made during order entry not production - and, the only other issue was caused in shipping. We'll update this thread and let everyone know what happened, once we receive the laptop back and inspect it.

Also, as I have stated before all systems are thoroughly tested before shipping out and this order is no exception - we have all of the production records that show it was in perfect working condition when it shipped.

Yes, we did make one small mistake with the order entry, but we're human - so we're going to make mistakes every once in a while.

I think the most important thing is that we are quick to address and fix any mistakes that we do make, which is all I think anyone can ask for.

We have 0 complaints with the BBB in 7 years, and it's because we take care of our customers by making sure that any issues they might have are resolved, always.

 

YOU MAKE MISTAKES? Burn in hell!!! May the consumers' wrath forever chase you and may your children be blamed for your mistakes!



I admit, the timing to do an error on the RAM was not the best haha

I know you guys will resolve this to everybody being happy!


Looking forward to the rest of this story

 

Hi, the mistake with the RAM was made during order entry on the original shipment. Since the first laptop didn't boot - it went unnoticed. For the replacement, we just repeated the first order again which had the entry error of 2 X 4GB instead of 4 X 4GB.

We will start double checking the orders after they're entered - to make sure a mistake like this doesn't happen again.

 

All I ask in our email exchange is some sort of reimbursement or refund. I even paid extra $50 for the quicker build time, which wasn't quick at all considering I had to return the laptop, wait to receive a new one, and then wait for the additional 8GB RAM. And you have not mentioned anything about the reimbursement even though I already asked numerous times. I think I am being fair, right? I have no complain about your customer service because you have been on top of things. It's just that I have no choice but to be honest and say you messed up quite a few times on this order. Anyway, I will wait for the remaining 8GB Ram before I do my full review. Thanks again for the superb cust. service.

 

If that's the case, I'd personally agree with biba028 here on the quick build time cost refund, at least.

He seems to have had the lottery-chance of being sent a dud twice..

I feel you, I would have demanded the same if I were in your shoes.

Good luck.

 

For the record, we made one mistake... and it wasn't made by anyone in production. It was made by a salesperson who inputted the order incorrectly. As I've stated before, your laptop was fully tested even though you didn't purchase an OS.

I have a scan of the production checklist with all of the testing and benchmarking results from your order. An example of the results: we successfully ran 16 passes of Memtest. Your 3D Mark Vantage Score was 14451, and we did stress testing with Furmark & Prime95 to make sure temps were normal and the system was stable.

When we shipped your laptop - it was in perfect working order. I bet all we have to do is reseat the RAM and it will work fine. I've seen this happen in shipping before.

Anyway, we'll refund the $50 for the rush service fee, simply for making the mistake on the amount of RAM installed in your notebook.

Also, please note for the record: We did overnight a Brand New replacement notebook, even though the issue was caused in shipping. And, of course, we also overnighted the missing RAM.

 

Yes, please email me the scan.

And also, you mentioned that the salesperson wrote 2x4GB instead of 4x4GB. Can i get this scan/info as well? I want to make sure it matches everything on my order.

 

After reading this stuff, I WANT to order from Malibal.

Malibal is sending emails AND replying on forum posts on this matter. And they are clearly doing all they can, so that the customer is happy.

 

and they doing it transparent! nothing to hide ! very good guys

 

Kind of troubling that biba028 has to publicly ask for a refund on the $50 quicker build time before Malibal responds. No?

 

UPDATE: Just as I suspected... we received the laptop back and inspected it today. The first thing we did was reseat the RAM and it posted, we installed Windows 7 Pro 64-bit and it booted right up. Bingo bango, problem solved.

I knew it couldn't be anything major since the system was fully tested before shipment. Also, I wanted to say that we package the laptops very well, as I'm sure many can attest to here - so, UPS must have knocked it around pretty good.

 

Hmm, if it was that simple, I wonder why the OP didn't try reseating the RAM at first?..

For me, the factory shipped it with a half-seated keyboard ribbon cable and I wondered around for a while what could be the problem that half the keys that I typed didn't register.

In the end, I did find the keyboard cable a bit unseated after poking around the machine a bit...

Well, to be honest it was great customer service on your part to provide overnighted services as well as the quick build refund, I'm sure it has turned many heads toward you.

 

Well, MALIBAL DID walk me through trouble shooting. They never mentioned anything about checking or reseating the RAM.

 

FULL REVIEW HERE:

http://forum.notebookreview.com/sag...ew-malibal-lotus-p150hm-customer-service.html

 

And with that
I think were are done here

Thread closed