[Mysn] Reparation out of warranty (!)

Hi,

I purchased a laptop (p650sg) from Mysn a year and a half ago. They send me a defective unit (motherboard) so I had to RMA the laptop the day I received it. Three weeks later, I finally got my laptop. I found the experience quite unpleasant especially because they did not express any sort of excuse, but ok, problem solved…

Recently, vertical stripes appeared on the left side of the screen. So I RMA the laptop. And they email me that the screen is mechanically damaged and thus the reparation is not covered by the warranty. I tried to joint them by phone to have some explanations. Two call later, the only information I got is that it is a mechanical damage. How could it be ..I was working on my computer (on a table) when the stripes first appeared. The problem on the screen appeared and degraded quickly (two or three days) without any action from me. I have to mention because I want to be perfectly clear that when the problem worsen, I applied a moderate pression on the bottom left of the bezel in order to be able to finish an important letter and this action could have deteriorate the problem. But it is, in any case, the cause of the screen malfunction.

So now, Mysn propose me to pay 190 euros for changing the screen (and 35 euros to send me the computer !!).

Bottom line : I purchased my computer from Mysn even they were more expensive than other resellers in europe because of the alleged quality and seriousness of their service, I think I’ve made a bad call here.

 

I would reach out to their rep here @XMG..

Also if there is so called damage, ask for proof..

Sent from my LG-H850 using Tapatalk

 

I think it's better buy the panel urself somewhere on the internet, and change it on urself...

 

They send me a picture of the screen, that's all.

Yes. I will probably have to do it myself. However, I should also check the screen cable.

 

@baptilai please can you send me your original order number or full name via pm so that I can look into this for you? I don't think it's an order placed throuhg the .co.uk site but I can speak to my colleagues in the European office and find out what's happening. If thye sent you a photo then I assume it shows physical damage, but I wouldn't want to comment further until being familiar with the case.

 

Thank you!
But I think I can't send PM..

 

click on their XMG below their avatar picture and then click start conversation. that is how you send a PM private message.

 

I need 5 quality posts to have access to PM. And i don't know the definition of quality post

 

I have sent you a pm, not sure if you can receive them before you are able to send them first. Anyway, please send an email to support @ mysn .co.uk (without the spaces of course!) with your name, order number, website ordered from and I will have a look into this for you.

 

lol well that first one is a very German way of doing things. You have a problem, here's a solution, and that's that.

That said, vertical stripes don't just "appear", something definitely caused it. I've seen it caused by thermal, mechanical and liquid damage, and experienced techs will know what caused what almost instantaneously. These things are fragile, if you slam the lid shut, it'll cause damage but you probably won't realize that.

As for the costs, seems to be on the upper limits of it being reasonable for professional level servicing, but still quite okay.

 

@XMG, Thanks, Send you a PM

@Krowe

I affirm that it appears without any action from me (If you except rest my wrist on the palm-rest or slightly inclining the lid for the reflection of light; these actions had an effect on the stripes).
But I agree with you, something must be the cause, for sure. To my knowledge, my notebook did not receive noticeable shocks.. But as the vast majority of laptop users, I carry my laptop so I could not swear nothing ever happened, but there is no apparent damage on my laptop.)
When I first spoke to the support before sending it to RMA, they acknowledged that a weakness of this model is that the screen cable, which pass through the hinge of the lid could be damaged by the repetition of closing/opening the lid.

 

lol, most of them fail at the cable, its pretty much unavoidable. Some insert grommets to protect the cable, others use a better cable. In any case, have them explain to you what the damage was, I'm sure it'll be cleared up quite quickly.

 

I have spoke to my colleagues in the RMA department about this, they sent me two photos of the panel issue. The first was sent to our customer, the second is a further image taken of the problem:





I think that further discussions would be best kept between our customer and our RMA team, however these images clearly show physical damage to the panel as a result of extreme pressure being applied to the bottom left of the panel. As a result of this, it's not possible for the replacement to be carried out under warranty because we can't cover the costs of physical damage to a laptop.

 

Yes, indeed the information you give on this post is consistent with what the RMA department (lapidary) told me, and did not disconfirm what I have described in my previous posts.

Anyway, I will stop complaining and move forward, thank you XMG for trying to sort it out this situation.

Final comment: as this section is about resellers feedback, It seems legit to me to describe here my experience with Mysn (.de if you would think that it could be different than .uk ) and say that it is not what I would have expected from their service.

Your ex-customer.

 

It's kind of hard to sympathize with you when the photos clearly show mechanical damage, and yes its mechanical damage because transistors grids fail in rows and columns, not curved patterns.
You can't claim damage in transport because you had the problem before you RMA'd it. The only possible explanation is that you had inadvertently damaged the screen somehow, in which case you should own up to your mistakes which it seems like you did.

In regards to your comment about your feedback, I see no fault with their customer service. Defects are covered by RMA as stated, and customer fault is treated as out of warranty repair, as it should be.