HIDEvolution warranty/ repair time

Discussion in 'Reseller Feedback Forum' started by AxB, Nov 28, 2017.

  1. AxB

    AxB Notebook Enthusiast

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    Once again, nothing but disappointed with HIDevolution's service and timelines. They have had my laptop for a month for "repairs". Kindly do not buy your laptop from them (if you're considering it).
     
  2. Vaeron

    Vaeron Notebook Evangelist

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    Hi, I just purchased mine a few weeks ago. I’m gonna get the unit within the week.

    Can you elaborate on the situation leading up to this post?
     
  3. AxB

    AxB Notebook Enthusiast

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    My CLEVO P650RG randomly shut off and came on.

    Approached HIDevolution for help, they were not able to do anything for me remotely (I am located outside the US and have a 3 year international warranty).

    Sent the laptop in to them on Oct 28, 2017 or so. Reached them on 30th October. No confirmation from HIDEvolution on receiving the laptop.

    Support at HIDEvolution was not able to figure out the problem and they sent the laptop to the manufacturer.

    Today (almost a month later) the status is something like:
    " We are waiting for an ETA from the manufacturer."

    Much LOLZ and WTFs from me. I would not recommend anyone buy from HIDEvolution again. Peace.
     
  4. Donald@HIDevolution

    Donald@HIDevolution Company Representative

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    Your 'random' shut off issue was intermittent and could not be duplicated by our staff. Issues that only happen occasionally, take time to diagnose. We tried to duplicate your issue several times over several days, and when we could not, we sent your laptop to the manufacturer, who also could not duplicate your issue. So after multiple attempts, with no success, they replaced your motherboard.

    As for confirmation of receiving your laptop, that is what shipper tracking is for. All you had to do is track the package to confirm its receipt.

    You were informed today that your laptop is on the way back to us from the manufacturer. We will try again to duplicate your issue, and if we are not able to do so, we will have to assume the new motherboard has resolved it, as there is nothing else we can do.

    What most manufacturers and vendors would have done, when they could not duplicate your issue, is simply return it to you having done nothing.
     
    Last edited: Dec 2, 2017
  5. Ogg

    Ogg Notebook Consultant

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    Nice to see HIDevolution going above and beyond the call of duty even with difficult customers. OP is in good hands with the Donald!
     
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  6. AxB

    AxB Notebook Enthusiast

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    Donald ,

    1. The laptop has been with you for a month now. Is this not an extremely large amount of time?

    2. Package tracking is one thing. Confirmation from your side that the shipper actually did their job right and delivered to the right place is another.

    3. What most manufacturers and/ or other vendors would/ could do is irrelevant to me (and I hope it is to you too). What should I do if the same issue pops up again? Wait another month? This is why the laptop was sent to you in the first place - to have experienced techs have a look at it and get it fixed, quickly.

    Ignoring the right and wrong of it for now, this is also not the way (imo) to respond to a customer.

    My advice to buyers is still the same.
     
  7. Papusan

    Papusan JOKEBOOKS = That sucks! Dont wast your $ on FILTHY

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    1.) Where dit it stand The laptop has been with HID for a month? You mean they have done troubleshooting for +30 days in house?

    2.) Ain't @Donald@HIDevolution who determine how long the manufacturers will or want keep the laptop for troubleshooting. Duplicate your issues aint AS easy as you think (Would it be better with return of the laptop without a proper fix due they couldn't duplicate your issues?). One month aint much in the whole. Some will wait a lot longer than this. + they get a none fixed laptop back.
     
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  8. soulvengeance

    soulvengeance Notebook Consultant

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    While I think HID does a pretty good job with customers, I think most customers don't really understand that HID is merely the middleman when it comes to warranty service.
     
    Last edited: Dec 2, 2017
  9. Donald@HIDevolution

    Donald@HIDevolution Company Representative

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    Thank you.

    Actually, we are an OEM, particularly for our EVOC brand. We do 85+% of any warranty work in house, and typically only send units to the manufacturer for motherboard repair or replacement under warranty.
     
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  10. AxB

    AxB Notebook Enthusiast

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    So earlier (Friday, 5 days ago), there was:

    "
    We will be getting the laptop back today, I will try my best to get it ready as soon as possible.
    "


    Yesterday I got:
    "
    It looks like we had a misunderstanding with the vendor and they didn't have the laptop ready on Friday. I'm going to try my best to get it out before the end of this week.
    "

    Please tell me I'm just being a difficult customer and HIDEvolution's customer service and warranty team is great.
     
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