Zepto customer services...big whinge.

I'm afraid this post serves no purpose other than to vent a bit of frustration about zepto, in so doing warning potential customers what they are letting themselves in for should they buy zepto...

I sent my laptop in for repairs for a host of reasons, mainly small problems (flickering screen, noise on the audio jack etc) but including overheating, BSOD's and hardware malfunctions. This was 16/08/08/. They acknowledged reciept of my laptop on 20/08/08, and have done precisely nothing since then. The website says "arrived at zepto, awaiting repair." I gave them a ring and they indicated they would be returning the laptop on 09/09/08...however I suspect this is an empty promise if they plan to actually do anything to my laptop in the remaining time available to them.

Is it just me being unreasonable, or is this unacceptable? At this rate it will have been a few days shy of a month before i actually have a computer again. Shoddy hardware backed up by shoddy service. I can't believe I was taken in by the price. I am not spending another penny on their product in my life!

 

Posting my own post from another thread because it fits better here. It is regarding serious delay of delivery.

"They did the same thing to me. The first time it happened it was okay. Original delivery date was set to 20.08.08. Then because of some components that had not been delivered I was told I had to wait until the end of the week that just passed on the 5th of September. Today I received a similar mail to the one Solidi got. The only difference is that I ordered a Mythos. It said that they will probably not be able to deliver it until the period 15th to 19th.

I don't know about you, but when an item is delayed with one entire god **** month, then I must say I am about to loose my temper. Do they have no control at all between the sales department and the delivery department? In my head it is a bad idea to give out estimated time of arrival when you do not have a clue when the goods will be available. The first was fine. 5-10 days was never really a problem. But right now there are two things that annoy me really bad.

1. The computer I ordered has dropped in value before I even received it.
2. I am a student and was supposed to use this almost every day. School started on the 18th last month.

I might be overreacting, but I think one month is too long. Total delivery time will be about 45 days. It would take less time for me to travel by foot to Denmark to retrieve it myself.

Sorry... Had to blow of some steam. "

 

I am beggining to believe that there isn't a computer manufacturer that can offer a 100 % excellent service. I was aware that zepto's customer service is not very good, but let me tell you that there are companies such as Dell and Toshiba which offer a worse customer service than Zepto does, still this does not justify the low standard of customer service offered by zepto. I believe that zepto should be more and more cautious as regards this issue especially keeping iin minf that this company is relatively anew in the laptop industry.

Hope that you get things sorted out as soon as possible. Good Luck

 

This is odd because the experience I've had with Zepto has been extremely positive. Quick turnaround times, good communication, I even got an email from the customer service department out of the blue the other day asking how I was enjoying my laptop and if there was anything they could do to improve my experience.

Now, I live in the USA, if you live in another country that might explain the difference in customer service (not that it would make it acceptable). I'm glad I got a Nox though, as I have only heard bad things about the 6625WD series and the designer of their barebones.

 

The thing is that Zepto laptops are represented in different countries by different resellers. They not only sell these machines but they do warranty them also. Problem is if any of those resellers screws up the repair or doesn't repair it as it should, buyers get a bad service and complain.

I have a Nox and had pretty positive experiences like Matcg.
It's a shame we never hear good and positive things of any brand on forums. Only the bad.

Nevertheless I can imagine your frustration, but note that this can be the fault of a reseller. Zepto service is different per country. Maybe Dell's service is better in Denmark then the US.

 

Zepto's (main base in Denmark) turn-around on repairs does seem to be getting slower. If there are constraints such as waiting for parts then the customer should be informed. Otherwise, we get the impression the incoming computers just sit on the shelf for several weeks waiting for their turn.

John

 

"13/09/2008 - Testing started"

Three days later...

"16/09/2008 - Testing started" (again?)

Only a month after I posted it, then...

At least I can draw some solace from the fact that the status now indicates that the machine has failed during testing - it wasn't all in my head!

 

I recently got this info from someone in Zepto:

Which suggests they know they need to do better are trying to improve their tracking system and response times.

Are you using the new Etrack system?

John

 

I am just going onto the support section of their website and inputting my RMA number...this gives minimal information though - so far it has varied from:
"Arrived at Zepto. Awaiting testing" to "Testing started" to "Failed in test". Hope to be filled in to a greater extent at some stage...now I am just concerned that i have my computer back before Uni starts for me on 01/10!

 

Today i have requested a RMA for my 12 cell battery. Lets see how the german zepto support works...

 

today (friday) UPS picked up my defective battery. now its on zepto for a quick and good support.

 

Well, i have a similar problem, the computer died the first time in the end of june and i received it only in mid august... Then a month later it died again (same problem...) and it's still with an "awaiting for reparation" status since 09/11. So now i'm kind of pissed, i need a computer for school work. And those guys aren't responding to my mails, i need to call them to get some information (and my spoken english is quite bad).

 

we now have the 7th of october and i heard absolutely nothing from zepto about my RMA status. Even on zeptos homepage, my RMA won't show anything.
bad news. bad support. i'd call it lame.

 

Thought I would check out to see if it was just me that has suffered at the hands of this company, but I see that others have similar problems to me.

Apart from getting my original order wrong the machine has been back to zepto twice, first time was not without incident but the second time has been a nightmare, after two and a half months this shambles of a company got the machine back to me but even after a specific request on sending, numerous emails ignored asking for confirmation and a hard copy attached to the machine they still managed to send it back to the wrong address.

I will be content with never buying anything from this lot again and based on my experience I can never recommend them.

The machine sold to me is unreliable and the after sales service appalling.

 

Hmm... Been wondering this for a while..

If Zepto sells computers in some country, shouldn't they obey the local laws in cases like these? According to our law, a satisfactory waiting time for a repair is two weeks INCLUDING SHIPPING. After that, you can demand a similar product to use or a full refund..

 

I checked this out with the European Trading standards Institute

This was there reply. The two year rule on repair is interesting,buying an additional warranty is a waste of money



I am writing to you from the United Kingdom European Consumer Centre (UK ECC). We provide free and confidential information and advice in the resolution of consumer cross-border disputes. UK ECC is part of the ECC-Network, which consists of 29 centres in Europe including Iceland and Norway. We work together to resolve consumer disputes in an amicable manner. Please note your case reference which is 33876/08/UK and should be used in all correspondence. UK ECC is funded by the European Commission and the Department for Business, Enterprise and Regulatory Reform.

Under the European Union Wide Consumer Sales Directive you are entitled to goods that 'conform to contract' (i.e. remain of a satisfactory quality) for a minimum period of 2 years after purchase. If the goods develop a fault within this time then the trader who sold the goods is obliged to offer a repair or replacement free of charge, within a reasonable time and without causing significant inconvenience. Unfortunately the exact definitions reasonable time and significant inconvenience are not defined.

We would therefore advise that you send the trader a recorded delivery letter stating the above directive and proposing that the laptop is returned to you within a fixed period of time. You could possibly request a replacement or a refund if they are unable to process a repair.

If a credit card was used then you may have additional rights. Under the Consumer Credit Act 1974 you can hold the Credit Company equally liable for any breaches of contract such as poor quality goods or services or misrepresentation when the goods are over £100. Therefore if you paid for the goods in any part on credit card then your credit card company should be contacted. If you remain unhappy with the credit company providers assistance then we would recommend making a complaint to the Financial Ombudsman Service ( http://www.financial-ombudsman.org.uk/contact/index.html).

Should you follow the above advice and be unsuccesful, then please feel free to return to us for further assistance.

Yours Faithfully,

Adrian Simpson
UK European Consumer Centre Advisor
UK ECC
Trading Standards Institute

 

I fear that it aint that simple and I doubt this would equal a warranty. And processing trough ECC would take much longer than just sending it to the manufacturer for repairs.

Dont quote me on that tho

 

Should be as good as a warranty, it is the law, you simply send the machine back to the distributor or factory and quote the relevant legislation.
The down side is who pays for shipping, but I am sure a quick email to the ukecc would solve that. Consumer protection is quite good nowadays.

Personally I would never buy direct from a factory again it would have to be, sad to say PC World, or if I could find one a good local shop with a reputation to maintain.
The technology is so unreliable you need local face to face contact to sort out a problem

 

Remember my little problem of fried gpu (for the second time) since 11th september? And you know what? Still nothing, no response, no information, no idea of what is happening, abslolute nothingness...
I've even sent an official letter to them asking a new machine or a refund if they can't repair mine in a reasonnable time (with a quote from above) and nothing.

This is what we can read on the zepto global website (google tranlated):

Ok,
3 weeks of usual repair time: check
1 week more of "longer repair time than usual" (a reasonable time of mine): check
extra time after a whole month: check
extra patience: im running out of it

The next month i have no more warranty, so if it breaks again after a month (if i can get it back until then...) i'm screwed, it's way too long and i have something called "work" to do.

 

Call your countys Customer protection (if you have one). They will aid you on how to proceed in the matter

 

European Consumer Centres click here

 

Thanks, i'll try that.

 

Something new now. The date has changed and the status is "error of reparation" what the heck is the meaning of this?

 

Well, i don't really know of the service for zepto customers...
I'm still waiting on delivering. I waited for more than 4 weeks now, and they said the delivering was about 2/3 weeks.

 

@ Plantman,

it means , your Repair is complete and in test, test is finsish with errors.

 

@johnnyvh What model are you awaiting? The delivery of some parts to Zepto has been delayed thus they cannot put the laptops togeheter. And your not the only one affected

 

Or they've completely screwed the whole process. Not a big surprise anyways, since they use spare parts from a trash bin... And this problem will surely delay the repair for another month, nice.

 

Awaiting this order:
Zepto Nox A15
- Intel® Core 2 Duo P8600 2,4 Ghz FSB=1066 Mhz
- 4096 MB (2 x 2048 MB) DDR2-800MHz RAM
- 320 GB SATA - 5400 RPM – Sata Hitachi HDD
- 15,4" TFT kleur WXGA Crystal Clear
- Nvidia Geforce 9600M GT 512MB DDR3
- INTEL PRO Wireless 4965AGN

 

just to keep you informed, my defective battery was sent to zepto 3 weeks ago - and nothing happened until now. no mail, no valid RMA number. nothing. yeah, thats what i call support.

 

Still nothing for me, the status changed to "cleaned" since monday, i've got a mail from zepto saying that the computer is fixed and should be sent soon, but their conception of "soon" is really different from mine...

 

Tuesday 28 October and nothing...

 

Today, waited on my zepto nox 1280x800 for 6 weeks and 1 day, i called zepto about the delivering time. I had Richard on the phone. We had a little talk about the delivering time and he says he get the zepto mythos 1680x1050 sooner. So he sugest to exchange my zepto nox 1280x1050 for a zepto mythos 1680x1050 if i pay a extra 80 euro. I agreed with this, so hopefully i'm soon a new owner of zepto mythos .

 

what's your rma status right now?

my mythos production started this monday, i hope they will delivery mine tomorrow too

(actual rma status on 20%testing)

 

Well, i don't have a rma status i guess.
I buyed from www.zeptoshop.nl
That's part of Nextgenmobiles.
I just call them for the status, and for some news.
I waited for more then 7 weeks for my laptop, but today they called me that they will deliver it tomorrow
What sounds fantastic to me
Hopefully yours will delivered soon

 

i see

i saw u ordered and then changed to a mythos on 31oct (that is the same day mine started production). So i'm hoping

 

OMG! They told me it was coming today, and it isn't here!
Argh, service: really really really poor...
Until now i only had problems with zepto about the delivery time... hopefully my zepto mythos comes monday, and i maybe forgive this bad service...
Parents getting worried to. They don't know if i'm ever seeing the laptop. zepto told me that it was 2 till 3 weeks, well it's almost 8 weeks now.

 

Well, still the laptop isnt' here. Normally tnt delivers the package next day. they made a exception for me i think , hopefully I have it tomorrow.
I saw on the track and trace system that the driver is on its way.
That information isn't right, because the delivery adress is my dad's company that is closed on 18:00 and it's now 19:37 here .

 

it might be on the drive from one post office to another

 

Any finnish people here have some contacts to Zepto? Seems to me that they no longer have anyone speaking finnish working there..

There is only that contact form in the local website.. Posted my message there and received an email confirmation of it which said i will be answered during next FIVE days! I also called some number today (i think it was in Denmark) and asked for an email adress.. I wrote it down but seems i got it wrong since my email didn't go through to the receiver.

 

moikka thorne

you could write to rj at zepto.com, they usually answer 1 mail out of 5. Better than nothing tho.

 

update: still waiting for my replacement battery... ;(

 

wow i guess i am staying away from zepto...

 

Which Zepto are you going to stay away from?

 

Wow, I was waiting for the Nox14 to be released but after reading this post post and their response I guess I will pass on Zepto also.

 

I have some connections at Zepto NL if anyone is interested in ordering from them. I can assure you that you will get in contact with someone as long as you leave me the contact info for you.

 

i am still waiting for my replacement battery (12 cell, within warranty). its been over 3 months now, thats ridiculous ;( btw. its zepto dk..

 

PM me some contact info and ill try and get you some help.

 

Hello Dave (Zepto USA).
I got a question.
I have my Zepto Mythos for 1.5 month's and i really enjoy my zepto mythos.
I only got one question:
There is a pen line on my zepto mythos, and i tryed some cleaning products, didn't worked.. and i see some dirt where my hand lays on the laptop.
How can I clean this?

John

 

What most of the guys in the Netherlands suggest is https://www.totalofficesupplies.co.uk/catalog/images/462806.jpg

use a soft cloth or tissue for cleaning glasses and be gental.

 

Oke, thank you