W860CU from mySN problem, advice needed

First of all I'm not sure if that's the good place to post this kind of issue, I'm kind of a newbie so please move the topic wherever it fits better.
I've read some positive opinions about mySN + the price was very tempting so I decided to place an order on their website.

I took US International keyboard since I'm very comfortable with this layout and do not really imagine using any keyboard that would be significantly different than US. Right after receiving my wire transfer, mySN customer service called me to ask if I' willing to switch my keyboard choice to the UK one since they have a shortage of US International, assuring me that there's not much of a difference and thanks to that I can get my computer faster. After I agreed, they've sent me the new confirmation email with updated keyboard choice.

Yesterday I have received the order and first thing that hit me after opening the lid was a nice german QWERTZ keyboard :/ Even more funny thing, on enclosed receipt I found datailed specification stating that installed kayboard is the UK QWERTY one. Immediately after discovering that, I've sent an email to mySN with the picture of installed german keyboard asking them to take the computer back and to install the proper keyboard that I have ordered.
After testing the computer for a while I also discovered one dead pixel almost in the middle of a screen. Probably I could get used to one dead pixel, but since I'm quite picky when it comes to the panel quality, I figured out that I could ask mySN to exchange the panel for me.

I know that it's not covered with warranty and this is where I need advice of someone who had some experience with mySN or some of those companies in general. Since they already messed up at the first place maybe I could ask them to exchange the panel for me for free (but that might be pushing it a little too far) or offer me some special discount for exchanging the panel (no idea how much that would normally be, anybody knows ?). I don't know everything about consumers' law but I'm guessing that I could also send the computer back and ask for a refund since they delivered something that I didn't order. I'm quite happy with the PC in general (apart from keyboard and the dead pixel) and I'd prefer to play the cards right and make them exchange the keyboard and the panel for me.

So how do you think, should I ask for exchanging the panel for free or try to negotiate some price for it (what would be your advised maximum to which I should say yes ?), or maybe I should return the computer and order from somewhere else. So far I'm not very mad at mySN since I completely understand that things like that do happen, but let's say that now I'm expecting them to try extra hard to fix the mess and make me happy.
I also took this Trusted Shops insurance (or whatever it is) that they offer on mySN website, not sure if that changes anything, anybody knows ?

Thanks in advance for your help and any piece of advice.

 

Return the laptop and arrange a refund. You should be getting the full price back or full price minus shipping cost in worst case. You can return it within 2 weeks without giving reason - read http://www.mysn.de/addon/shopuser.a...1397061l10s879887838071ca56fk29n395d&link=agb . If you saw the dead pixel right after turning on the laptop it means they likely saw it too.

 

If they messed up the keyboard then they are responsible for getting you the proper one. In this case you might need to return the notebook and for them to replace it ... AT THEIR COST! Now, you could further argue that they knew about the dead pixel and that you don't want a laptop with a dead pixel and you are even willing to pay a bit extra for a non-dead pixel policy. In EU a no-dead pixel policy is around 50 GBP / 75 EURO at most.

Damascus: With EU resellers it hardly ever works like that, you are generally stuck with what you get... unfortunately. Unless there is a fault, they will not accept returns.

 

All German Clevo resellers accept return, I think they have a law for this. When you order a Clevo next time, make sure you also negotiate no dead pixel warranty (if its not mentioned on their website). I see that mySN also charge extra for non German keyboard. Note that only few Clevo resellers do this. Mostly keyboard choice doesn't cost anything.

 

They sent mine with a german keyboard as well, apparently since they were all out of scandinavian ones during cristmas, but sent me the right one as soon as they got one and I replaced it myself. I am quite happy with having replaced it myself instead of sending the whole computer back.

As for the screen... That might be another issue.

 

I see, I didn't know that. Thanx.

 

Well maybe they didn't check the screen very well, is it possible that it happend during the shipping ? I'd like to see first if they can offer me some interesting price for the panel exchange. If that won't work I'll go for return and full refund. Yes they charge for the non-german keyboard but at the time when I ordered it, it was still cheaper than the other companies. Would be ok to exchange the keyboard on my own but well... that's simply not my job and not what I pay for thanks for your advices, it's still weekend anyway so I'll have to wait until I get some reply from them. In the mean time, if anybody has some more suggestions, please feel free to post it.

 

It's unlikely that the dead pixel somehow occurred during shipping. It may appear after a few days of usage, but if you saw it from the beginning its very unlikely they didn't notice it either. I think you could p*ss them off if you first try to negotiate display replacement and return it only after they ask a high price. I don't think you will be happy if they ask 200-500€ for a new display (surely it will be more expensive than the keyboard change). You will be better off returning it immediately.

 

ok, just one more thing since I'm not really sure if it's the dead pixel that I'm dealing with. It's perfectly visible on green screen, but on blue or red I cannot find it. Does that mean that it's dead or stuck ? Is it worth to try out some software method of dealing with the dead pixel ? I've read that it's best to leave a monitor displaying flashing colors for couple of hours but didn't have the time to try it out yet.

 

Then it looks like a stuck pixel. If it's just one and none of the pixels around it seem affected... it should be fixable.

 

I ordered my D900F from mysn.. i never even remembered to ask for a different keyboard and the german one doesnt really bother me since i never even look at the keyboard when typing anymore.. but if that bothers you im sure they will replace it at no cost if you ordered the UK or US one.. just explain the situation..
They sent me a new Blu-ray burner without even asking me to return the one that broke first so that i could keep using it until the new one came (only couldnt burn blu rays - could still read everything) so they are really nice when it comes to these things..
I received my D900F with a stuck (red) pixel too (it was only visible on black background). Now the EU pixel standards (most resellers -also mysn use these standards) ISO 13406-2 say that you will get a replacement if you have 2 or more hot (always bright), 2 or more dead or 5 or more stuck pixels.
But dont despair yet.. i rubbed around mine for a week or two and it went away.. a stuck pixel just means that the liquid between the sheets of the display isnt there in that pixel, so the light cant change and by rubbing the screen around it (with a cloth, put enough pressure to see the pixel dissapear while rubbing, use nothing sharp!) you can make the liquid come in that space again - almost always works.
I also called them before i fixed it and they offered to replace the screen or repair the pixel and give a 1 year no dead/stuck/bright pixel warranty for 100€. Seamed cheap enough but since i could fix it myself i didnt have to pay .. worst thing you can do by trying is you could get more stuck pixels if youre too rough but than how can they they tell they werent there before - so theyd have to replace it either way.. just watch that you dont scratch the screen (that would be a dead giveaway)..

Hope this helps.. if youre more comfortable waiting for a new one though you can always get a full refound without a problem.. i just couldnt stand waiting for a new one ...

 

Talk to them, I'm sure they will agree to send you a US keyboard so you can replace it by yourself and send the German one back once your finished. Replacing the keyboard is quite simple and sending the laptop back to Germany and then again back to your place always involves risks that in my opinion are not worth taking in this situation.

As for the stuck pixel, use the above methods to try and fix it.

In any case you could give the laptop back within two weeks without any reason and get full refund.

I found the support to be very helpful in such situations, but of course it's annoying that they messed up with the keyboard.

 

just in case somebody follows...
Called mySN and they were really responsive. They offered a repair of a stuck pixel but in the end I decided to go for the FullHD screen (current one HD+) upgrade which is not a problem for them either.
So to recap: they'll pay for the transport both ways, put the right keyboard (US or UK one whichever is available) and upgrade my screen for the price difference offered at their site (+ 70 EUR), between HD+ and FullHD.
In the end I'm really happy and assuming that there's no more messups from now on, I think mySN is a truly professional reseller.
Posting this to let you know that they deserve the credit, and thanks for your support.

 

Looks like an excellent reseller. Thumbs up for mySN then.