Logical Blue One experience

I don't really like doing this but I want to tell of my experience LBO, this is my third purchase from them.

Without going into the whole thing I ordered a new laptop (Clevo Horize P150sm) from LBO a few months ago after sending one back for a repair. Basically, when it turned out the old one couldn't be repaired without getting a new MBO and GPU I decided to upgrade to a new laptop but keeping my old 750gb HD (with movies, music, documents, etc migrated) whilst also putting in a new 128GB ssd with Windows installed on it.

Now once I'd completed payment for the new laptop, communication with LBO became very difficult; I got no response to emails and their phoneline kept telling me that the number wasn't connected. This was made worse for me as I had told them that I was leaving the country and that if they didn't send it within two weeks then I'd have to arrange for someone else to collect it from the office it was to be delivered too. I heard nothing for those two weeks. A few days later I got a email telling me that the computer was ready to ship the next day. 19 days later it was shipped. During these 19 days I emailed them several times asking for an update but received none.

Fast forward to today when I finally get the laptop home. I turned it on and it asked me to put in a boot disk! I run to the nearest electronics shop and paid $146 for a copy of Windows 7 despite the fact that in the email exchanges with Jack, he confirmed Windows would be installed on the SSD. I ran to buy a copy of W7, because by this stage I am desperate to use the laptop for work as well for play.
I got home, put in the disk and it tells me it can't find a place to install it!
There is NO SSD and/or HD in the machine! AT ALL!
I rang LBO and asked to be put through to Jack (the manager) but he wasn't there. I spoke to Bryan and he said they'd send me the SSD and he'd have a look for my old HDD (to be honest I've all but given up getting the old HDD with data in tact) and I can install them myself, this isn't ideal as my experience with opening up and tinkering with laptops is limited.
What annoys me the most is that I'd previously assumed that any delay on their part was due to quality control. All it would have taken would be to turn the thing on and the problem would be obvious immediately. There was no quality control done.
This was my third laptop purchase from LBO in just over two years. My initial two experiences were good to excellent and I readily recommended them to friends. but this has left a really bad taste in my mouth and I doubt I'd go back unfortunately.
I paid a premium for this laptop. I debated in my head whether I even should have to pay near full price as there is evidence that the Motherboard problem was there before the warranty was up. (Basically the motherboard was frying GPU's. The first of which died whilst within warranty which they replaced no questions asked. After the second was destroyed by the MBO outside of the initial warranty I'd had to pay for new MB and GPU.)
But I didn't argue this point agreed to pay it and pay it I did with the expectation of quality goods and services. Neither of which I've had.

 

Wow I would be pretty pissed if that happened to me. Thanks for letting us know.

 

If you paid via credit card, initiate a chargeback and send the laptop back to them.

 

That's really disheartening. I've got a W230st ordered from LBO that's been delayed due to technical issues (ordered on 27 Sep) and there's been a severe lack of transparency during the entire process. Emailing them only resulted in standard "We are attempting to fill your order as fast as we can... the w230st is a very popular machine etc..." responses. It was only after 3 or 4 of us started talking about it on the Whirlpool forums that we got a proper response out of LBO. That was almost 2 weeks ago and there's still been no movement on my order (still shows "payment accepted") after over a month of waiting. I understand that getting more stock can take time but customers can't always wait forever.

I had been defending LBO saying i'd rather they made the laptop right the first time so I wouldn't need to send it back for replacement parts over and over. Hearing your experience certainly raises a lot of questions though

 

Dear Liamynwa,

I am sorry to hear about your experience with us.

If you could PM me your order number and I will find out what has happened with your order and we will fix this all for you.

We do very long quality control on our notebooks that is one thing that we are always advocating. I would say that this issue has stemmed from one issue being that the SSD/HDD was not reinserted back to your machine after the SSD/HDD tests.

This would be one of our technicians faults and unfortunately these things can and do happen and I can only apologise that it has happened to you.

We have over the past 2 months had some sporadic issues with our internet connection here which we have solved through our ISP but we have had our phone system and emails down for periods of time and some emails lost in the process.

If at any stage you require my assistance please PM me here or whirlpool or contact my email directly. [email protected]

Nothing frustrates me more than not having excellent communication with our customers if there is an issue so if you do, please let me know!