My Detailed Experience HID Evolution

Discussion in 'MSI' started by davaid, Jul 17, 2019.

  1. davaid

    davaid Notebook Enthusiast

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    To start with I came across HID Evolution in this forum and on Amazon and then decided to buy the laptop GE75-048 from them on Amazon hearing good about the so called great customer service (no comment!!),then I visited their website to ask if they can customize the laptop for me on Amazon to have liquid metal instead of Gelid Extreme, then at that time I spoke to Ted who was in talk with me and he asked me why I am buying through Amazon and not directly from their site, I told him that on their site shipping cost to my country was excessive, he offered to match the shipping cost of my country in their site, so he sent me a quote and he also deducted Amazon referral which was 35$ and I was happy with deal, and I placed the order of the laptop the GE75-048 on their site and not on Amazon (biggest mistake!!), then I later came across this forum and that they can offer forums active so he resent the quote of the same laptop with the forum discount, so far so good with them and they were excellent and I was happy.

    Then according to them it should take 7 to 12 working days to get the laptop customized and shipped, at the 10 working day I contacted Ted as I saw no progress in the build !! And told him that I need to travel and why they are waiting for the last working day of their commitment to ship the laptop, any way they worked on the laptop and they shipped it on the 12 working day!!

    I shipped the laptop using FedEx ground 5 working days delivery and also FedEx delivered the laptop at the last Working day (shipped the laptop to NY Springfield Gardens to my shipping forwarder as it’s cheaper to use it to ship the laptop to my home country Bahrain).

    After I received the laptop it was in good condition externally and I paid the customs for it here in Bahrain and was thrilled to boot it up and then the surprise and the disappointment story starts, heavy back light bleed on the screen so visible at the bottom as if someone is pressing his fingers on the screen, I contacted them and they advised that this is normal screen, I raised the issue in the forums here http://forum.notebookreview.com/threads/ge75-backlight-screen-bleed-is-this-normal.829503/ and also in MSI Owners Lounge forum; people have agreed that this is one of the worse panels, I even contacted MSI and they advised to return the laptop, so that’s what I did, but before that I contacted Ted and he advised me that they have selected the best 20% panel, I was confused as I didn’t pay for the 100$ best quality panel!! Anyway I struggled to ship the laptop back as it was so expensive from my country, then I talked to Zoltan from HID Evolution who advised that he can help me get better shipping quote (thank him) from their side which was expensive, and then I asked him if I can buy HID Evolution HIPS service, he confirmed that I can, but later he advised me that there is a grace period of 3 months to buy this service, what!! I argued with him, why is that, you mean I have to wait three months to send this laptop back if I buy the service, what if something happens to the laptop during these three months, Anyway I ended up sending the laptop at my cost.

    Once arrived to HIDEvolution and delivered to them, they advised that they will send me feedback or request farther information within 7 working days, I never heard from them I contacted them again in the 6th working day and Zoltan was responsive, and he said that they will have to charge me restocking fees, and the laptop screen was normal and was a common issue among all panels!!! and he advised me that I didn’t select the 100$ quality panel, I told him Ted told me you guys did, he checked with Ted who then apologized and said that my order didn’t have the quality check, they were confused and lost!!, I told him I returned the laptop with this issue with the screen which was too bad, and asked him to replace the laptop but they insisted on charging me the restocking fees, now I got it, I assume HID Evolution since the model I ordered was on offer and almost limited stocks available, I believe I fell a victim of their process where other customers who opted for the better panels got all the best and I got the worse, but as per their guidelines, what they sent me was the best of the worse (if you know what I mean) although in fact it was the worse as per other readers in the forum and also MSI rep, hence I feel I was not treated fair and HID Evolution are robing me off with the restocking fees, and the laptop was returned in the 30 days window.

    Games like Doom and resident evil, the glow from the bottom of the screen was so visible and I was very frustrated.

    Maybe be If I bought this from them on Amazon and contacted Amazon customer service I am sure they would have returned the laptop without deducting the restocking fees.

    Still the matter is not resolved with them and I am very frustrated, now with the restocking fees deducted the only options for me are lower end laptops and I am missing the deals with other retailer and under the mercy of HID Evolution process of panels of quality checks, never buy from them any PC if it’s on offer or soon to be discontinued or you will be treated the same or make sure you select the perfect panel grantee and they send you a photo of the screen before they ship it.

    Now I really don't know what to do and I very frustrated.
     
    Last edited: Jul 21, 2019
  2. TheReciever

    TheReciever D! For Dragon!

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    I've only skimmed the post but it sounds like you made some retroactive decisions after making the purchase?

    Did you buy the international warranty? That would've covered your shipping fee iirc

    Hopefully @Donald@HIDevolution can take care of you though
     
  3. Falkentyne

    Falkentyne Notebook Prophet

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    I looked at the original picture and if the bottom panel actually looked like that, then it's defective and should be returned at HIDevolution's expense, under full warranty coverage.
    That's ranks up around the worst pictures I've ever seen of abnormal bleed (bottom side only).

    I don't have an IPS screen, so i can't even do a comparison shot (both my screens are TN), but when i take phone captures, they look nothing like that.
    I know from the OCN monitor threads that the top left and right corners do indeed look standard and what you expect from any phone captures. But the bottom looks plain defective.

    Did you buy the minimize backlight bleed guarantee?

    @Zoltan@HIDevolution @Donald@HIDevolution please try to make this right for him.
    It's already a nightmare for overseas customers to buy and ship to countries not in the "main 5", but RMA and shipping is a whole other ball game.

    Please when you receive the screen in shop, please examine it and take pictures of it and then send it to the customer for proof of its quality, then the customer will know what he's getting and whether to proceed. I'm still cautious of the overexposure possibility but the bottom does look abnormal to me.
     
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  4. davaid

    davaid Notebook Enthusiast

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    Thanks for your message and for sharing your opinion which is so valuable to me and others as well, much appreciated, and yeah, its the bottom that is the problem and not the top, and no I didn't buy the perfect panel, but never less I still believe its a bad panel and has nothing to do with buying a service from them and I shouldn't be charged the restocking fees, I hope they reconsider the restocking fees.
     
  5. Spartan

    Spartan Notebook Nobel Laureate

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    As I mentioned to you in your previous thread about this issue that a picture taken with a phone is nothing like the reality. Even when looking at a perfect screen with no back-light bleeding, if I were to take a pic with my phone, it will look like the screen has excessive back-light bleeding. Cameras magnify back-light bleeding by at least 3-4 times if not more. Read my reply again here: http://forum.notebookreview.com/thr...en-bleed-is-this-normal.829503/#post-10928339

    Also take note of @Porter Reply who also shares the same opinion: http://forum.notebookreview.com/thr...en-bleed-is-this-normal.829503/#post-10933146

    Calling out a company in public that they cheated you is a bit of an exaggeration here, any IPS or IPS-level screen is prone to having back-light bleeding. You did not choose the option to minimize back-light bleeding so they just gave you a laptop from the lot. That is why I personally always pay the extra $100 USD for that option because I live in Dubai and understand where you're coming from in the fact that we have to wait for quiet a while before the laptop reaches us so I want 0 mistakes which is why I pay for all those little things like minimizing back-light bleeding and the dead pixel guarantee. The fact that you say they told you in one instance that you did select that option when you didn't is simply a miscommunication.

    Looking at the pics you posted in your initial thread, I am not surprised that the MSI rep told you that this is a horrible panel because that pic does not and cannot represent what the actual back light bleeding level of the screen is.

    Any other company would've charged you a re-stocking fee if you decided to return a laptop when it has no defect (again, back-light bleeding can happen on any laptop so it's not a defect, that's how IPS panels are.

    I also have always purchased the HIPS service which covers shipping and never was it the case that they told me I cannot use the service within the first 3 months. I believe you are seriously misinformed about this and suggest you contact them to re-affirm this info.

    Finally, I am not trying to defend them here but I, knowing their great customer service, build quality, etc along with hundreds of others here on the forum who testify to their great service, consider you stating things like "they cheated me" and "they are blackmailing me" is highly exaggerated and offensive as well.

    You also posted this thread in the "What notebook should I buy" sub-forum which company reps are not allowed to post in which is also unfair to them as they can't step in to shed some light on this matter and provide any solid facts.

    Just to prove the above point, I have a perfect panel with 0 back-light bleeding on my Alienware Area-51m but here's how that perfect panel looks on a photo I just took on my phone:

    IMG_20190718_0003263.jpg
     
    Last edited: Jul 17, 2019
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  6. ryzeki

    ryzeki Super Moderator Super Moderator

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    I can understand you are going through a frustrating experience but now that you have vented here, let HID help you out and reach to a satisfactory conclusion. Keep in touch with them to get your issue resolved and update this topic with your situation once you have more information.
     
  7. Donald@HIDevolution

    Donald@HIDevolution Company Representative

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    We feel this order and return for refund was fulfilled per generally acceptable standards within the industry, and HIDevolution policy.

    @davaid decided to return the order for credit, and we advised him in writing that a restocking fee would be charged because a certain amount of LCD backlight bleed is normal and virtually unavoidable for most IPS-Level LCDs, so it is not grounds for DOA (defective on arrival) which would not incur any restocking fee.

    Davaid did not select our “Minimize LCD Backlight Bleed” quality check and received his MSI GE75 8SG Raider-048 as it was delivered to us by the manufacturer. As others have stated in both threads Davaid created, the camera will always exaggerate Back Light Bleed. Once we received it back, we inspected it carefully and determined that without the Minimize LCD Back Light Bleed upgrade this screen is clearly within MSI standards for Back Light Bleed.

    Davaid also did not select our HIPS (HIDevolution International Prepaid Shipping) service. We mistakenly thought he had and communicated such to him on June 28th but corrected that in our communication with him on July 1st. If HIPS service is purchased after the order is shipped there is a 60 days grace period before the customer can start to use the service. There is no grace period if HIPS service is paid in the original order.

    While we regret the customer’s disappointment, we treated this case fairly as we would any other, and we think words like “cheated” and “blackmailed” do not describe this case accurately and are in fact very far from the truth.
     
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  8. Falkentyne

    Falkentyne Notebook Prophet

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    Why was my post deleted?
    *edit*. Didn't realize there were two threads.
    got owned by a kitty again. Welp.
     
    Last edited: Jul 17, 2019
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  9. Spartan

    Spartan Notebook Nobel Laureate

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    Which post? your post wasn't deleted, it's in his other thread.
     
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  10. Falkentyne

    Falkentyne Notebook Prophet

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    My bad. I took a few too many headshots from a Widowmaker today.
     
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