My Mysn experience - in progress

Hello there,

Because I really like to read customers' experience stories about a seller before buying from them, I am now going to write about my experience with mysn, for a potential another me. Bear in mind I'll try to stay as neutral as possible when stating facts.


After many weeks of research about the best bargain on powerful laptops, I eventually decide to buy a Clevo one, for at least 3 reasons : beastly raw power potential, interesting prices, upgradability and convenient maintenance (you can actually open the chassis without screwing with your warranty).

Xoticpc and Malibal definitely caught my attention for their apparent professionalism and the great customer reviews, but after calculating the costs of importing a american laptop in the EU, I decided to go for an european reseller. The "Clevo Resellers in the European Union -V1" thread of this forum helped me alot in this task, so a big thank you to this community.

I eventually decided to go for mysn for their customers' reviews were excellent.

6th January 2013 (Sunday) :
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I decide to send an email to [email protected] to ask them for a VAT-free bill (I buy this laptop for my company), respecting the indications given on mysn.co.uk FAQ (send an email to sales@mysn with the name and VAT-ID of the company, and the laptop configuration).

8th January 2013 (Tuesday) :
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Still no replies from the sales department (I actually never got any reply, but the support ticket was probably closed after my phone call). I thus decide to give them a phone call. I immediately get a man on the phone, who tells me to actually order the laptop on the german website, indicating the name and VAT-ID of my company in the comment field. I do just this, and eventually receive an email telling me my order is being processed (I assume, given I don't speak German). I also send an email with the order number and my company information to make sure everything's fine.

9th January 2013 (Wednesday) :
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No replies from mysn.de. I decide to call the German website. Once again, I got someone on the phone pretty quickly. He tells me they are actually trying to cope with a lot of orders, and that I have to wait for them to check the VAT-ID of my company (something that actually takes 2 minutes in our Internet era). He promises this would be done in the afternoon, and that a confirmation email with the VAT-free bill would be sent in a couple of hours.

10th January 2013 (thursday) :
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Finally got an email, asking for the name of my company (which I'm pretty sure I wrote in the comment field of the order, and in the contact form). All information was given to them.
Another email was received this day, VAT seems correct for them, they should send the bill soon enough.

And another mail : there seems to have a problem on their side, and they are asking me to pay the laptop VAT included, to eventually get a bill VAT excluded... ?

That seems to be a mistake on their part, or a misunderstanding on my part, an email was sent to clarify the situation.

11th January 2013 (friday) :
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Nothing was received this day from MySn.

I made PCspecialist send me a quote for the same configuration at a cheaper price, the 0% VAT invoice was sent one hour after. Guess I'll cancel my mysn.de order.

14th January 2013 (monday) :
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While sending MySn an email to cancel my order, they sent me one, apologizing for their mistake about the amount to pay. Kudos to them, but that comes a little bit too late as I already paid PCspecialist.


CONCLUSION
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All in all, a disappointing experience with MySn customer service, which is probably bad luck from my part, though.

See you later for My Experience With PCspecialist !

 

Hi and welcome to NBR! Your very first post, yay

That's really sad to hear. MySN has expanded too quickly and the insane amounts of orders they receive is very high.

Being neutral here, since you are interested in a VAT-free machine for work here, I would recommend checking out PCSpecialist in the meantime (again being neutral) I know for a fact they can provide a VAT-free service too.

Contact Information, Public Sector

Good luck and you are most welcome !

 

Well, that sure is a heartwarming welcome, thanks! I'll cast a glance at PCspecialist website, thanks for the tip.

Cheers!

 

We've had a bumpy start with the VAT handling on MySN.EU but this will be sorted out pretty quickly. Would you be able to post your order number here in this thread so we can look into what went wrong in your case?

 

minipog, what country is your business registered in? If you are not in the UK then there's no point in ordering from PCSpecialist.

jaug1337, how come you know so much about mysn business and sales figures? The service and support I received from mysn.co.uk was exemplary. Also you have linked to the PCSpecialist Public Sector information which will not help minipog.

If you want to order ex VAT through your business then any EU company not in your country should be able to provide this, they still need to check the details like the rep said.

 

Thanks for the proposal, but the situation seems to be solving by itself (check my first post, which I edited).

If needed, though, the order number is 44921.

 

me have to agree with Rob. top notch service from start to finish from mysn UK and Germany.
not often i would drop over £2000 to a company on their first day of business but i had no hesitation as soon as the UK site went live.

i did hmm and arr about looking elsewhere since my previous supplier sadly ceased trading but after seeing pcs very misleading warranty cover i ran a mile.

glad to hear you got the reply minipog. which laptop and spec are you thinking of getting.

 

I have my connections.... check mySN's answer

I tend to have good connections with several resellers so I can actually provide some decent information when people send me PM's (and the resellers dont answer)

 

Hello everyone,
I already made a post about this in a popular Finnish hardware/gaming forum but decided to register to these forums too to let people know about my experience of ordering laptop for my company from mySN.de.
But I bumped into this thread and hopefully you don't mind if I tell about my case since it's very similiar to the case of the original poster.
Moderators can make this into it's own thread or move it if I shouldn't be posting this here:

I was told on the Finnish forum I mentioned earlier that mySN.de is a good place to order and they deliver within the given timetable and asnwer your questions fastt, so I had high expectations.

02/01/13 I made my order on mySN.de, sent an email asking if they needed additional info to sell me VAT0%. I had followed the instructions on the site but my German isn't top notch and don't really trust Google Translator so I wanted to make sure everything was good.
03/01/13 Phoned the customer service since my email wasn't replied (I was told on another forum that they usually reply within 30minutes to emails)
Customer support person said they are addressing my request for vat0% invoice and I should get it on friday(the next day) or no later than monday and they had all the information they needed from me.
04/01/13 Nothing happened
07/01/13 Nothing happened
08/01/13 Phoned them again, they promised to send me the invoice the next day before 14:00. I got an impression that the customer support person was annoyed of me calling again and bugging them, he was asking me "Didn't you just order it?", yes, if "just ordered it" is a week ago. I do hope this was due to speaking English and not on purpose.
09/01/13 Nothing happened
10/01/13 Got an email asking my VAT-ID and company details, even thou all other information of my order was included in this mail than VAT-ID, which I had given in the note section of the initial order as it reads on the website I should do when ordering to a company. I replied, with the ID and my company address also asking how long is this process going to take. Few hours later they asked for my company name (I actually left that out since it reads in the same email they were asking me to give the details again), my question about how long will this take got ignored. Well replied with all the info again. I get email 17:59 German time that my VAT-ID has been checked and will receive my new invoice in the next email. Too bad their customer support closes at 18:00 so never got the next email.
11/01/13 Nothing happened.

I've ran out of patience now. Broken promises, feeling like they are trying to annoy me on purpose with emails 1 minute before closing time telling me I will get what I asked in the next email? I mean VAT-ID check can be done online 24/7 in seconds!
On monday I'll ask for compensation, if I'm not getting a swift answer and promise of compensation, I will cancel my order and get my laptop elsewhere. So far, I can't recommend mySN.de to anyone except my worst enemies.

 

Dear Harjukurnuttaja,

there seem to be some problems with VAT free handling right now. We are very sorry about the inconveniences this is causing you. Please trust us that we don't mean any harm and that we are doing everything we can to solve this situation.
Again, I would like to ask you too for your order number so I can see if there's anything I can do to get your order through the current VAT wall.

Thanks!

 

I can't imagine that someone who works at mysn told you "MySN has expanded too quickly and the insane amounts of orders they receive is very high." it just seems like a huge assumption but whatever...

Yes mysn.de has replied, they have issues processing VAT free orders at the moment, this does not make them terrible people.

Harjukurnuttaja - if you don't understand German then order from the English site mySN UK | XMG | by Schenker Notebooks . They do VAT free from the UK see:
I am a business customer in the EU and wish to pay excluding VAT, how do I do so? - Powered by Kayako Fusion Help Desk Software you will understand the website as it is in English and in my experience they reply to emails very quickly.

 

You are one of the oddest people I have ever seen on the forums. Professional troll indeed.

Never liked people putting words into my mouth.

I'm out.

 

What kills me is that, while waiting for mysn.de to figure out how to handle 0% VAT deliveries, the GTX 675MX I chose for my configuration seems to have gone out of stock. That will probably mean another 1-2 weeks delay.

Pretty disappointed so far.

 

Appreciate the effort but I already have decided to cancel my order(the number was 44694).

Not sure if I got my speed requirements too high but mostly when I deal with companies from other EU countries, the VAT-ID checks are done in minutes rather than days/weeks. I can wait for some time but what makes me unhappy is when they PROMISE something and then break their promises again and again...

I can read German but not fluently. The UK-shop was a little bit more expensive option and there's all kinds of hassle because of different currency and different power plugs to name a few. In addition, the German shop was the one I was recommended to do my purchase from.

My expectations were that I would have my new laptop from mySN in 2-3 weeks MAX (they had every component needed in stock but had 1-3 days for English Windows) with everything going smooth. I don't feel like my expectations were too optimistic.

So I've decided to cancel my order from mySN and see if CDON can deliver me one of their new THOR laptops (also on Clevo base).

 

Thanks for the heads up. Didn't know the status but do now.

Adding the CDON -THOR resellers onto my reseller list. Thanks

 

Well you know what? I eventually ordered from PCspecialist, who actually sent me a 0% VAT invoice in 1 hour... Guess the deal is made.

 

Glad to hear, trying to be neutral, and being nice to everyone on these forums, so I'm glad it went well in the end

 

Thanks again mate, you sure helped