Frustration with HIDEvolution/Clevo

Discussion in 'Reseller Feedback Forum' started by DrMsAshley, Jun 29, 2018.

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  1. DrMsAshley

    DrMsAshley Notebook Enthusiast

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    Lately I have become increasingly frustrated with HIDEvolution (and by extension Clevo). My Clevo suffered water damage in the middle of May, so I sent it off to get repaired, and I've been given the run around. Here's my timeline:
    May 22nd - Computer is shipped off.
    May 24th - Arrived at their facility.
    June 8th - I called and asked technical support what the status was, as I had received no updates. I was informed the manufacturer is across the street and they had dropped the package off to be repaired. It gets repaired and then you get the quote, that's what I was told. I had been under the impression you get the quote, pay and then it's repaired, so I made sure to double check that was the case. I believe this was the day that the technician was emailed to get back to me, but instead did not that same day.
    June 11th - I got a quote for replacing the motherboard. It's around $100 over the market value. I asked why that's the case. Adam informed me that the manufacturer stated because of the board's condition, they would have to charge more. That made no sense because they weren't repairing the board--they were replacing it. I complained and the price was lowered to market value.
    June 15th - I'm given a new reasonable quote to pay. I do so immediately as I'm instructed.
    June 19th - No updates, nothing. This is a reoccurring trend. I reply to the ticket and ask if everything is good on their end. No reply, but later in the day the status did change to "Payment Review Completed." So it became abundantly clear things were as I initially thought/had been informed--that you pay the quote and then they repair the computer. That means that during that time, the computer was undergoing diagnostics. That's fair, that's fine, I want them to make sure they know the problem--except for one glaring fault.
    June 28th - I called and was informed the best way to contact is through email, which seems to have very slow replies. I learned that the machine was misdiagnosed... basically telling me that not every component was tested individually and many assumptions were made. Lazy oversights. The manufacturer ordered a new GTX 980 card and it supposedly arrived this day, but new information would not be available until the 29th. I'm told that the technician would be emailed to give me a reply maybe that day--he does not as his shift ends at 2. I'm told to call back early in the morning.
    June 29th - Today. I called as instructed. No news. Instead I'm referred to contact the technician. I do, and I receive a reply relatively soon, but only two for the day, with minimal questions answered. I try to address the misinformation I've been given, where the computer's really been at certain dates, but all I'm told is that the computer was misdiagnosed and that he would get back to me on if they finally figured it out today. Well, it's past 2, going into the weekend, when they're closed.

    I had taken the computer to a shop in town, as my post history will tell, and within a few hours, I was informed the motherboard and keyboard were shot, as well as some cable. I of course gave all the necessary information with the RMA. Who's right, who's wrong, I don't know. I do know I marked I wanted the computer's chassis repaired, but that was completely ignored. That's fine. I can do that myself, but I had a feeling it would be ignored, similar to last time. Anyway. Communication has been extraordinarily inconsistent and poor, someone--be it Clevo or HID (I think Clevo, but I do not know)--tried to overcharge me for the motherboard, and whoever did the diagnostic was not thorough. It's been over a month now, and very little progress has been made. I feel like I have been very patient, but at this rate, it would have been better if I had it repaired locally.
     
    Last edited: Jun 29, 2018
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  2. Danishblunt

    Danishblunt Notebook Prophet

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  3. TheReciever

    TheReciever D! For Dragon!

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    Over a month for diagnosis and i would've been fired.

    Though I have no idea how their billing relates to how the processi's initiate.
     
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  4. Danishblunt

    Danishblunt Notebook Prophet

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    Lets hear both sides of the coin first. After that opinions can be made.
     
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  5. TheReciever

    TheReciever D! For Dragon!

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    Thats what the hedge is for homie...
     
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  6. Donald@HIDevolution

    Donald@HIDevolution Company Representative

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    Thanks to @Danishblunt for tagging me to bring this to my attention.

    DrMsAshley, you can count of the fact that now that I am aware of this situation, I have alerted senior management to review your case, and you will definitely hear from me on Monday once we can sort this out.

    We sincerely apologize for the poor communication, and the time that it is taking to get your repair completed. You will receive proper and timely communication going forward.
     
  7. DrMsAshley

    DrMsAshley Notebook Enthusiast

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    Thank you very much for your reply Donald, I am appreciative that you have taken the time to do this for me this weekend on your day off. I hope that we can resolve this in a timely matter.
     
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  8. ALLurGroceries

    ALLurGroceries   Super Moderator

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    OK everyone go do something else. Maybe start with reading the forum rules:

     
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