My experience with Eurocom [Eurocom M5 Pro]

As the title states, here's my experience with Eurocom so far:

Recently purchased the Eurocom M5 Pro with beast config( 980m, 16gb ram, i7 yadda yadda) to run heavy 3d applications and gaming in general.

Service: 7/10
- A couple weird bumps along the ordering/paying process and exchanging e-mails was, at times, extremely confusing.

Shipment: 10/10
- I realize that this is a 3rd party service, but UPS did a great job at delivering 2 days before the MINIMUM deadline

The notebook itself:
Came with a CD with Windows 8.1 drivers only. This unit has no optical driver. Plain old laziness or Eurocom couldn't be bothered shipping a usb stick, I wonder?
Overall, runs everything smoothly, all components work as expected.

Except not really.

Battery doesn't hold any charge (Notebook dies the second I unplug it) and the screen has "Light leaking" (can't remember the exact technical term, but the screen itself has 2 "light" spots that don't show dark colors properly). These aren't deal breakers for me, but considering the notebook was in assembly for a little less than a week (and having paid over 2000 dollars) I would've expected better build quality.

Currently in contact with a painfully slow tech support. I'll update as I go.

Update 1 -
Tried sending another e-mail to support. This time I'm getting replies every 30 mins or so. Working on the issues.

Update 2 -
One of the issues was solved. Turns out that the drivers on their website are complete ****.
Support went MIA after that. Still waiting on the battery and it looks like the screen is getting worse as time goes on ("bleed" sizes increasing).

I'm hoping support will answer soon.

Update 3 -
Support went MIA again. Tried all their solutions and sent them images 5 days ago and no answers so far.

Eurocom, I'll never buy anything from you again if I can help it.

Update 4 -
After a third follow-up e-mail, they answered.

Working on the issues... Again... (Let's hope this time they'll actually stay on board long enough to solve the problems)

Final Update -
After a gruesome amount of time waiting for the good will of Kevin, from tech support, my notebook was sent to them. The tech service did what they should've done, replaced the battery and the screen. Those issues were fixed.

So here's a tl;dr version of all this drama:

TL;DR
Eurocom cares more about the burrito they had for lunch than they do their customers. Support is so slow that the total time of this whole thing was around 3 months of exchanged e-mails, with 3 times having to remind support that I exist.

If whoever is reading this is buying something from them, I wish you luck. I know I won't make that mistake again.

 

That is called backlight bleed and you may be able to return it or something you'f have to talk to Eurocom, bad luck though.

 

Thanks for the reminder on the term.

It's like the original post says, I'm dealing with a painfully slow support. Takes them over a day to reply :\

If it comes to replacing the notebook, that will be a major setback for me since this machine is the only one I have to handle crazy high poly zbrush stuff, rendering and test machine for python plugins for Maya.

Needless to say I'm incredibly disappointed :\

 

Actually, ALL LCD panels have backlight bleed to some extent, just like ALL AMOLED panels are prone to burn-in. There's not a whole lot you can do to fix LCD backlight bleed, and there's no guarantee anything that you can do or a replacement won't have worse backlight bleed. You kind of just have to live with it. No technology is perfect, basically.

Except for my 5960x, that bad boy is completely perfect. <3

 

I had a similar experience with their email support not being very eager to reply, and not as helpful as they could be when they did.
My M6 stopped booting three weeks within delivery and it took the best part of three weeks to get an RMA approved
Their only troubleshooting steps were in a same-day reply to my initial description. The suggested steps I had already performed as I'd outlined said initial report. The remaining weeks consisted of me chasing them asking how I could proceed with while it now feels like they stalled for time for some reason.

"Let down" would be the most concise way to say how their support left me feeling. Once the RMA was approved the service I received was impeccable. From clevo-computer.de - I heard nothing from Eurocom throughout the process and simply had the laptop show up on my door one day.

Giving them a call might be worthwhile.I did find it frequently pushed me along a stage in the process. The people I spoke to were typically knowledgeable and did seem to care; why this is fails to be translated to their email support is something of a mystery to me.

Just as a note for others reading this and considering Eurocom, they are (understandably perhaps) stringent with their warranty policy in terms of carriage only being covered within CA/USA. I thought considering it was functional for less than a month there might be some leeway however it cost me €100 to courier my laptop with adequate insurance to Clevo Germany.

I wish you the best of luck and I'm sure it will get resolved. It's unfortunately the process isn't better.

 

I more meant you do a refund and buy another one if its still brand new, but again it may not be possible.

 

Oh, I see.

Well, the notebook is not even 2 weeks old yet. I'm pretty sure that's an option.

 

It's a shame you had to go through that.
Somewhat of an amateur mistake to not translate good costumer service to online centers, I believe.

I sincerely hope that I get all these issues fixed in a timely manner, as the notebook is a work of art (I'm still wondering how they made it so silent with a 980m in it under heavy load)

 

I had to RMA my laptop ~7 months ago and also had very slow and unhelpful tech-email support. Now 7 months later, I am finding myself with another laptop issue and again, slow email support. I am starting to think they don't really "quality test" their products before shipping. Extremely disappointing to see that they still have poor customer support.

 

I find the best way is to email them then give them a follow up call as a reminder, they respond very fast that way. I've had very good experience with their support but again, I had to follow up with phone calls since they are swamped.

 

I will keep that in mind, though I really shouldn't have to keep badgering them to get a reply/update.

I have also done some math regarding how much they are "swamped" for support requests by comparing my request number from 7 months ago to my new request number and dividing by the number of days. They seem to average ~6 support requests a day... Which is not a lot. So unless they are severely understaffed, I see no reason why support is so slow.
It makes me think that they are otherwise ignoring/holding support until they feel like it.

 

That's just poor time management. I'm really liking how this notebook operates but god damn Eurocom is ruining this with their customer service.

 

Final update is up.

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**** you, eurocom.
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