My UK Schenker Experience - August 2013 - Clevo P177SM / XMG P703 and other adventures

Just wait until You need to RMA Your laptop back to mysn.de, they may be on the ball when taking Your Money but My Experience with My RMA is a Nightmare, they received the laptop on the 6th November, got this e-mail on the 12th Nov. 12th Dec Sorry

Thank you very much for your email. We´ve located your laptop. Your RMA was created two times. You can find the right RMA-Number in the subject. We are very sorry but our repair times are now round about 4 weeks, please be patient.

Received an e-mail from mysn.co.uk on the 6th Jan saying they sent the laptop back to Me on the 27 Dec
Contacted them for Tracking info

Got an e-mail from mysn.de on the 9th Jan

thank you for your e-mail. We haven’t sent you your laptop back yet: the technician assessed your laptop on the 27th December and noticed the following:
- on the charger jack as well as in the charger plug there are rests of a (white) dried out liquid
- the cable of the CMOS battery was squeezed between the laptop housing and the keyboard
- the screws from the cooler were loose and there is also one screw missing
- there is a tag on the mainboard under the graphic card

Please have a look at the pictures in the zip archive attached.
The technician noted that this RMA case is the consequence of a liquid damage.
My colleague will send you a quote for the reparation since liquid damages are not covered by our warranty.
Don´t hesitate to contact us in case you have any questions.

Sent this Reply to the above e-mail

Thankyou for Your patience, I will explain the situation better

1/ Water Damage, to set the facts correct here their is no dried out liquid as I used UN-Conductive Heat resistant tack that My friend uses to hold components in place on PCB's when soldering

2/ The cable from the CMOS battery was squeezed between the laptop housing and the keyboard, oka thirst off on the 24/11/2013 at 17:18 from UK Office, I was sent an e-mail asking Me to remove the Keyboard and remove the CMOS battery cable overnight, which I did, I must have not tucked the battery cable in the Housing properly "Sorry"

3/ The screws for the cooler where set with a torque screwdriver and as for the missing screw, that was already missing when I first got the Laptop as explained below

4/ Their is a tag on the Mainboard, Yes their is My initials AH (Security Tag) under the Graphics card which I put there when I first got the Laptop in case of theft, this is also when I noticed the missing screw which I didn't bother to escalate as I was going to get a replacement and must have forgot

Please Escalate this case to Your Supervisor as I would like to make a complaint.

So here You have My Experience with mysn

Update, MYsn repaired the Laptop for free, covering all costs (Mainboard, Service and Shipping) even though it was a bad BIOS Flash that ruined the Mainboard

I must say I am Impressed with MYsn, and so should all You Laptop lover's

So I must Sincerely Apologise to MYsn and Thank them so much for making this a great New Year

 

Hi

We would like to apologise again for the duplication error with your RMA number in our system - I can reassure everyone that this is a one off problem.

I would like to try and explain some of the aspects of your RMA case, in addition to the communication you have already received from the RMA center in Germany and also the UK office.

The laptop was received on the 2nd December rather than the 6th November, and it was at this point that the error was made with the RMA duplication. This is what led the UK office to advise you (on the 8th January at 6:57pm) that the laptop had been shipped back to you from the RMA center on the 27th December. They very quickly looked into this and replied to you on the 9th to apologise for the duplication mistake. I understand that a package was sent to you in December as compensation for the data error surrounding the duplication and delay.

The message regarding the residue on the power connector was sent on the 21st December (as mentioned in your previous post). I can confirm that all the observations from the engineer's report were accurate, including the loose screws. However, we do appreciate that the conclusion regarding liquid damage may have been incorrect - although armed with the information he had on hand it was a fair conclusion for the engineer to make at the time. After reporting this to you, we received a swift reply explaining that it wasn't liquid damage and we hence reacted within an hour or so to confirm that the case would be re-examined as soon as possible. This will be first thing Monday morning.

As it is outside office hours, I do not have access to a complete record of this case. But as I understand it the laptop failed after a BIOS and EC flash. After attempting this in Windows, you contacted the UK office who advised you of the instructions included in the BIOS/EC download and then provided further assistance via email. Int he email that was sent to you from our office this afternoon, we are going to try and find a solution which means you won't have to pay for a new mainboard.

When a decision to void a warranty is made, it is never done so lightly - and in a case such as this we have reacted to the further information supplied by our customer immediately.

 

Thankyou for Your response and the Christmas gift You sent Me mysn.

All details in Your response are correct to the date

It's just I've been ill (bed-bound 97% of the day) and My laptop gives Me Great Pleasure, I miss My laptop so much

I apologise for My Impatience

I hope we can come to an amicable solution

Thankyou

 

Got this E-mail from mysn.de today

Thank you very much for your email. We decided to exchange the mainboard of your XMG P722 for free. The repairs will are taking by to today and tomorrow. Including testing, shipment should take place on Thursday on the very latest.

Please accept my apologies for the trouble you had and the stress that was caused. I can assure you, that we are improving our internal systems and processes constantly. So, the duration of the RMA case and the contradictory information given by phone and email were an example for a standard RMA case is handled usually in our service centre. Therefore, I would like to apolgize again for this inconvenience.

I also would kindly like to ask you to see our side of the RMA case: We have a mainboard, that might be damaged be the Un-conductive Heat resistant Tack you have used. Please don’t get me wrong: I personaly think that you are capable of using this Un-conductive Heat resistant Tack correctly and I also see the point of your “anti-theft methode”. But the point is, that our distributor, who handles the warranty exchange of spare parts between Clevo and us, sees just one thing: A manipulated mainboard. Nothing else. That’s why, we wont’ get a refund for the mainboard, which we normally do, if there was a problem with incorrect flashing of BIOS and EC. So basically, we have to cover all costs for this RMA case (mainboard, service, shipping).

I very much hope, that free repair of your laptop is the compensation you were looking forward to get. If not, please let me know. I also would kindly ask you to not manipulate the next maiboard you will receive from us, in case there will be another warranty process.

Thank you very much for your kind understanding and your patience.

Well Everyone must have guessed I'm over the moon with this

Thankyou so much mysn.de
I can't Think of a time I have been so Happy

And the XMG T-shirt is so Cool, I will be a wearing it come Summer

mysn.de is the best Company of them all.

 

Aww I want an XMG T-shirt too.

 

so do i

ill swap it for a alienware bribe tee shirt.

 

Hah!

I bet you'll get an invoice from Dell for that Alienware T-shirt at some point lol

 

the twats actually asked for it back after my 19 nightmare days and at first refused a refund until i returned it. ive still got it though even though ive worn it only once.

 

LOL!

I'd burn it in the woods and dance around the ashes haha