Reflex Notebook Concerns

To begin with I should state that I was in the market for a strong portable laptop that I needed to take delivery of before June due to a work trip.

I placed my order with Reflex Notebook on April 14th and was under the understanding that they would call to confirm the order before processing it. I had hoped to speak with a representative to ensure there was no issues that would affect my deadline. To my surprise I received an email on April 17th stating that my order has been processed and to expect delivery within 14 business days. Sure enough when I checked, my credit card was charged the entire amount without ever speaking with a representative. The status of my order was upgraded to "building" as well.

As days went on I noticed some users here talking about an LCD screen back order on the model I chose. I went to Sager's website and noted that they were indeed announcing a back order until April 22. I checked Reflex's site and there was no notice of any back orders. I checked my order status and there was no change (still stated "building"). I checked my email and junk folder and there was no email stating there was any delay.

After April 22 I noticed on Sager's website that their back order notice was gone. I decided to assume I was affected by the back order (even though I was never notified of it) and adjusted my delivery expectations. This meant I would take delivery in mid-May, so I wasn't overly concerned (just disappointed).

Last week I noticed on Sager's website that the model I ordered is on back order again, this time until May 2nd. Once again I checked Reflex's website but there was no notification of a back order, my order status still stated "building" and there was no email from anyone stating any type of delay. Now I was genuinely worried about taking delivery before June. I sent an email to Reflex asking if my order was affected by this back order, but two business days went by without a reply. Now annoyed, I tried to call Reflex's toll free number this afternoon and no one answered (3pm their local time, within business hours).

I know that delays are beyond their control, but customer service is not. If there is a delay they should be notifying the customer of this. Even more so they should be responding to a customers inquiries, especially when they've already taken payment!

I'll update when I learn more or am actually able to reach anyone...

 

Have you tried contacting them? From my experience with my old np8130 their service is exceptional. In the time it took to track all the info down and write your message you could have called or emailed them.

 

This probably won't warm you up in any way, but... why Reflex? The layout on the front page alone would encourage me to stay clear of them. And no offense, you had like a whole month to try calling...

If I were you I'd call Malibal and ask them how soon they'd be able to ship the same system you built at reflex, and then cancel your order with reflex if they don't answer and/or ship the machine asap. Besides, if it goes on forever and you still can't get in touch with them, you'd be better served to ask your bank for a chargeback.

I suggest you leave your experience in the Clevo reseller thread: http://forum.notebookreview.com/sag...-0-faq-reseller-info-read-before-posting.html and pm the OP about updating the Reflex review. It has 0 reviews so far, as opposed to the other two canadian resellers (of which malibal is well known and pretty trusted).

 

@svcr0c0
Yes I know the post is long, but that is a product of my frustration. As I said I DID try to contact them by both email and telephone. There has been no reply to my email, and no one answered the phone when I called there today during business hours. That is my complaint: the lack of customer support and communication.

@sangemaru
Reflex because it is a Canadian based company and I prefer to pay money to a Canadian company first. Plus there's the added bonus of no shipping fees and no brokerage. I read some negative reviews of Malibal beforehand, and was even given a recommendation to steer clear of them by two different people. I'm not sure how you're getting the idea I had a month to call them as the order was placed 2 weeks ago and my concern is with this latest back order that was posted just last week.

 

Malibal? Are you kidding me? You realize they quit NBR in disgrace after threatening to sue members who wrote negative reviews right?

@OP Eurocom is another option if you're in Canada

 

@rhutor
I liked the idea of Eurocom, Canadian company that builds clevo laptops rather than just reselling Sager. The only issue was that their prices were a fair amount higher, didn't have the matte screen I wanted and didn't offer any specials at the time. Reflex just had the better deal, but beginning to see that cheaper wasn't better in this case. I just don't understand why they can't communicate with their customers, yet they claim customer service is their priority.

 

you could try sending a pm on here as well but dont hold your breath as they havnt been active on here for a while http://forum.notebookreview.com/member.php?u=397835

 

@MrDJ
Thanks, I'll try that too. I already sent a PM to NovaH who is I believe a Reflex rep on here and I'm hoping to catch some luck there. May as well try everything...

 

I ordered my sager (98258) with Reflexnotebook last week, and already had 2 email (followed each time by a phone call) about the progress of my order. It's the first time I had that kind of service in Canada.

 

I finally reached a representative at Reflex and was told they would contact Sager to check the status of the order. The PM to NovaH seemed to do the trick, but it left a bad taste in my mouth. I decided to cancel the order and I placed a new order with a different builder this time. Their representative, to my amazement, responded to an email I sent last night at 11:30pm right away. I don't expect that kind of dedication, but it definitely reassures me that they care about their customers.

Thanks for the replies guys :thumbsup:

 

I hope you'll receive your laptop sooner from the new builder. Although if it's back ordered, you may have lost your place in line. I still stand by Reflex. I ordered a hdd caddy and a top plate from them for my previous NP8130, and they went out of their way to help me out. And that's for a laptop I bought second hand, where Reflex made peanuts in profits off those parts.

Also another reason I like Sager. Try buying a top plate from Lenovo or other manufacturers directly...

 

@svcr0c0
Yes it sounds like Reflex guys are great, if you can get a hold of them. When I finally got through by phone (the toll free number) a guy answered on his cell phone and said he couldn't help me because he was away from the office, and then told me to email him rofl. That's just not cool, especially after not replying to the initial email after a week.

 

I can verify everything because I have had a very similar experience with Reflex. I also ordered a sager on April 14th, and my order was not placed until the 17th. I have not heard about this backorder thing. But, as far as I know, I did contact them through email asking them specifically "what might be causing the delay in my build". They did respond respond, however, instead of giving me an answer they told me to wait (which I did not appreciate very much) and here I am still waiting and not seeing the supposed tracking number they said would be in my inbox by now.

I do agree they are diligent when you phone in (and that it may take 5 tries or so before you get someone to pick up the phone). But, I think the follow up on orders and emails can be very poor and that people should not have to go through the lengths to reach someone just to find out what's going on with your order. Laptops are expensive and customers should be more well informed...

 

Same situation here, ordered a np9570 on apr 7, received an email on apr 23 indicating the cheque was received and request being made to sager to build the laptop after that no update was received the order status remains as processing all the time, I am a little worry about the money i sent to them this time.
Had ordered a sager 8258 from them last year but doesnt take this long.

 

I just ordered an M3 from Eurocom and yes the original price was high but they seem to be willing to negotiate prices. I myself got a 10% student discount on my order.

Who did you end up buying from?

 

I ended up buying from Mythlogic. My experience with them was fantastic. I actually just logged on to write my review of them in this reseller thread. Check it out.

 

I'm looking to get the NP7338. I'm from Ontario as well. I first ran into Reflexnotebook but all these bad reviews are very discouraging.

What was the turn around time from Mythlogic? And did you have to pay customs/brokerage fees? Mythlogic seems to ship to Canada via UPS and I hate UPS for their high brokerage fees and also having to be home to receive the package.

 

Nevermind, just saw your Mythlogic review.

 

There's also Eurocom if you want a Canadian choice. Just make sure you'll at least come out even with that ridiculous 13% HST.

 

Hi Dreville,

Don't let a couple bad experiences discourage you. Feel free to go over the good reviews as well

I must admit that the recent back orders on a wide range of our laptops have caused some issues in communication and we do apologize for that.

Cheers and I hope you give us a chance.

Cheers

 

I sent you a follow-up email a couple of days ago with questions regarding power supply dimensions for the NP7358, 8258 and 8268. Haven't heard back from you.

After more research on this forum, I've decided against those models and settled on the NP7338. I sent Novah a PM last night. Haven't heard back.

I'm trying.

Sent from my Nexus 5 using Tapatalk

 

Hi Dreville.

I am going to reach out to Sager directly and ask them.

I can't seem to find the dimensions of the power system for those devices.

Cheers

 

Don't worry about the PSUs for those other notebooks. I'll go with the NP7338. Let's move this to email. I'll email you on your aetsolutions.ca email. Thanks.