XMG Schenker Bad Service and Experience!

Hi, posting this to make people be aware from what they can avoid after learning from others experience because we all pay a lot of money for very expensive laptops so we have the rights to be happy with it and most impotently happy with people we are communicate with.

I ordered my XMG P722 / Clevo P370EM from Schenker notebooks in Germany and actually got SHOCKED when I took off the CPU fan off to do some re-paste, I saw a totally dead screw on my CPU heatsink probably from overscrewing, (Photos #1&2).. I just wanna say that's really lame! a screw like this you cannot find even in the cheapest laptop in the market, how it's possible to put in high end 3,600EURO laptop and on 900EURO i7 3940XM CPU? didn't I payed for that screw?? What happened??? that's just insane!
__________________________________________

Second issue was shocked with is the costumer service behavior, XMG adviser totally talked to me unprofessionally like he knows me or I owe him something, he forgot I'm a costumer who is trying to purchase top end expensive machine with max hardware configurations and at least I have the rights to be treated like a costumer..

The story is, I always wanted to have 3D 120Hz screen for the dual NVIDIA GPU's but XMG Notebooks never had that option, so I asked an adviser if it's possible to upgrade to 3D screen sometime later and he told me it will be expensive, I actually didn't care because I just wanted that screen and I would pay whatever the ask, after getting my laptop with standard 60Hz screen I saw on XMG Notebooks website a new option for 3D screen so I emailed them to ask about the possibilities to upgrade to 3D screen and guess what the XMG adviser answered me? " Are you kidding me?"... Kidding you Mr XMG Notebooks adviser? why? I actually don't know you so why you think am doing that? I am a costumer who pays for all your services without any problem or delay so why you think you have the rights to talk to me like that?.. (everything in Photos #3&4)

At the last, all those things cost me a lot of money and bad experience blaming myself why ordered from XMG but I learned and wanted to share my experience hopping to be useful for others, please please read and search everything on the internet first then make your choice on where to buy because it's not about what you buying, it's about who you are buying from.

Photos #1&2


Photos #3&4



XMG Schenker Notebooks you have all my dislikes and I felt so bad for doing business with you.

 

You should be asking for a replacement screw pack or send the notebook back for repairs and say this is unacceptable and unprofessional. That screw is totally damaged and sheered to the point no screwdriver could function on it. The fact they spoke to you like this afterwards says alot about this company. Continue to complain and contact the following emails explaining the situation calmly and rationally.
Best of luck

[email protected]
[email protected]

 

this isnt normal for their tech support replys and the individual must have been having a real bad day which doesnt give them any excuse but we are only human and this cant reflect on the company as a whole.

in the mean time if you need to screw in or out that screw you could try a rubber band in the screw thread which might help in the short term but that does need a replacement.

hope they rectify this problem for you soon.

 

Dear community,

the events described in this thread happend about half a year ago. Indeed there was a rather unfortunate response from one of our support guys. We would like to apologize for this. We appreciate customer feedback very much and we always strife to improve ourselves in all possible areas.

Here's a breakdown of the actual events:

2012-09: First contact, customer ordered his P370EM
2012-10: Customer asked for 120Hz upgrade on his open order among 5 other order changes. We declared, that a switch to the 120Hz is difficult and expensive because we would have to replace the whole barebone. On that day we did not yet had a release/shipping date for the 120Hz option.
2012-10-23: We suggested to the customer to wait another 4 weeks in order to get the 120Hz screen from the start, because a later upgrade would cost a lot of time and money. Customer declared that money is not an issue.
2012-11-08: Notebook shipped to a german address after some more upgrades and order changes.
2012-11-16: Customer complained about high temperatures (up to 94°C on the i7-3940XM) during "full load". We ensured him that high temperatures like those are to be expected under synthetic benchmarks like Furmark+Prime. We explained in length that we alrady use the best thermal paste available, so there's no need to repaste. We allowed the customer to do a repaste anyway and to send us pictures for confirmation and quality control. The customer politely declined.
2012-11-23: Customer found the 120Hz option now available in our shop and asked for the upgrade. For some reason our sales rep had a really bad day and was wondering if this request should be taken seriously. Apparantly he could not believe that the customer was already willing to send the notebook back from Greece to Germany after posessing it only for such a short time. We would like to apologize for this.
2012-11-26: RMA process for the 120Hz barebone upgrade was initiated. Notebook was shipped from Greece to Germany.
2012-12-04: Notebook arrived in our service center.
2012-12-07: RMA process finished: upgraded successfully from 60Hz to 120Hz display with new P370EM3 barebone. Notebook shipped back to Greece.
2012-12-14: Problems with the Greek postal service. We had to contact DHL to ensure the delivery. Customer's comment: "they say there was no one at home to sign (which is lie), I am at home all day but here in Greece everything goes wrong because no one wants to do his job as he should, I hope they get worst than what they are now here already"
2012-12-29: Customer had new problems. He told us that he dropped his secondary GPU heat sink which is now bent a little bit and doesn't fit anymore. This resulted in an idle GPU temp of 60°C on the second GPU in idle (SLI = off).
2013-01-02: New RMA process initiated to replace the damaged heatsink.
2013-01-04: Customer decided not to use this RMA number but to try and fix the problem himself somehow.
2013-04-16: After three months the customer contacted us again because of BIOS issues with Windows 8
2013-04-19: Customer received a new BIOS update from us to fix his problem.
2013-04-24: Customer recieved support on how to install the BIOS update properly
2013-04-27: Customer had more questions about Windows 8 and USB 3.0 drivers
2013-04-30: Customer's questions were answered. He was invited to just call our hotline in case of any further questions.
2013-06-15: Customer reported more BIOS problems, he lost 3D Vision from the NVIDIA control panel even after numerous reinstalls.
2013-06-18: Customer received a new EC and BIOS update for his P370EM3.
2013-06-24 (just now): Customer was asked via e-mail if the BIOS update helped with his issue.

Please note that we had no knowledge of any dead screw up until reading this thread.

Overall there have been well over 75 e-mail exchanges with this customer.
At one point one of our support guys went a little bit over the line. We would like to sincerely apologize for this.

We can only hope that any remaining issues get resolved as quickly as possible. We did our best to meet all of the demands of this customer, even if it wasn't easy sometimes. We're deeply sorry if one of our support guys hid a bad note at one point. We would like for the customer to take back some of his criticism and to reinstate our reputation as a service-friendly and reliable company/distributor at some point down the line.

 

its difficult when we only see one side of the story on an open forum.
thanks for the reply mysn.de as your post clears up what the community previously did not know.

 

Hi MrDJ, What exactly was not cleared out to you on my post? The main reason of my post is the damaged screw on a 850 EUR i7 3940XM CPU in a +3,500 EUR laptop, and the second reason is the unprofessional behavior against me as a costumer, OK sending back the machine from Greece to Germany again to repair and the apologize for advisers behavior because he was not in good mood that day doesn't mean those things didn't happened, right? the puzzle to me is how things like that can be real at first place, not what we can do after they already happened.

MrDJ. I have all emails how they always asked me to wait one month then two weeks and then another two weeks coz of the 3D screen wasn't available, in Photo 3 I dealt with not having 3D screen to get my order but then after a lot of waiting (again) I asked them what's going on and they told me they don't have my preferred US keyboard so I changed to a UK keyboard only to get my order asap because all that took near 1/5 month of waiting when their webpage reported 1 week as approximate time to finish my configurations (i have all that in emails), that 3 days of DHL delay in Greece was not my biggest problem as it's the only thing XMG Shenker can show in this forum which still explains nothing for having damaged screw and weird XMG Schenker adviser behavior against me.

Am not sending the laptop anymore because I payed a lot of money for all express shipping services and they know that, from Greece to Germany and Germany to Greece again, XMG Shenker offers only ordinary free shipping methods which are not secure in Greece, not responsible for any damage and takes too much time to arrive keep in mind we are talking about over 3,500 EUR machine, otherwise the costumer will pay extra money for express shipping and that what I have to do always, I know other resellers provide express one time shipping service with no any extra money.

Am not asking for my rights, am not paying near 300 EUR 2 way express shipping service to replace one screw, but I wanted everyone to know what they can expect from XMG Shenker in Germany and also wanted my bad experience to might be useful for others, it can be even more useful for XMG Shenker itself to improve their business and be more cautious before they ship their products not after, also be aware from their costumer service team, all that because a costumer is paying whatever they ask so at least he can be happy after paying that money not to regret it, for me I want XMG Shenker to become #1 reseller on the world but they must know they got issues need to be solved, everything is possible to achieve that goal but needs a lot of work and professionality just like other Clevo resellers do.

 

im just a customer just like you and am not taking sides here.
what i meant from the above statement was that we only had your post and did not know any background into your complaint.
now mysn has replied we now know both sides.
this doesnt excuse the screw or the reply you received and the above post has appologized for that.

i hope they sort your problem out soon for you and you can start to enjoy your laptop.

 

I read and now understand both sides of this story it's unfortunate that this happened with the Tech the way they spoke to you in the reply of the 3D screen upgrade, but I must say I give them props for the response that they posted cause it went into detail a little more then the initial post there seemed to a lot of communication back and forth through the company and the customer and a lot of issues with Bios updates, the heat sink issue and high heat underlies. What confuses me though is the company posted a complete history it looks like of all transactions and I didn't not see any word of the issue with the CPU screws? I can tell by the pictures that the screw is damaged but based on there notes it seems that the screw issue was not known about till they read this post. I live in the states so I have experience with this company but I have heard a lot of good things about them. Now the technician could have been having a really bad day and that's no excuse but unless I was getting a lot of lip from more then one person from the company I wouldn't all out call them a bad company to do business this was the actions of one person and in no way a reflection of the company I hope. It does seem like they have tried to help you with all the issues that you have been experiencing. I hope all the rest and any future issues get resolved. I'm not picking any sides when it comes to this situation I'm just going on what I read.

 

Hi, thanks for your comment and yes you don't have to take sides here unless you want to, blaming a company for one person act is not fair for real but here we have two weird actions which it must have be done by two different persons, and I actually faced even more weird stuff during the communication but I didn't care as much I wanted my order asap which was impossible with XMG Schenker Germany, I did everything perfectly on my side about payments and being always cool and calm but that didn't stop them to be weird against me.

I have a friend of mind who also had problems with his XMG Notebook and the 7970M GPU and they treated him like enemy not a costumer, they used Caps Lock in their reply and of course fighting words (I can have all his emails), he tried everything to stop me buying from XMG Germany but I didn't listen and now realized how I really should to listen.. Dear sir, it's clear how in this XMG reply there is still some kind of fighting back words, as we can see they didn't consider 100% on what is done wrong by them and they did post what I said about DHL service which is still not good reason why should I have a damaged screw in my laptop CPU and why should I have that unacceptable adviser behavior against me for no reason, (actually nothing about what they said explains the problem), I would expect from a good company to apologize only or look seriously to the problem and how to solve it but as we see they prove they are bunch of unprofessional people running business, that is the whole thing.

 

Ordered the second GTX680M from Eurocom in Canada and must say they are awesome people and HIGHLY RECOMMENDED (5 stars in everything), the price of GPU package was insanely good.
I got Heatsink + GPU + SLI cable + UPS free shipping for a price that my laptop vendor XMG Schenker in Germany asked me +200 EUR (265.70USD today) more without shipping and labor costs, HOLY FREAK XMG Schenker !!!
The most funny think is I got my shipment from Canada in 3 days but my laptop from XMG Germany in 45 days even if I live in Europe.

 

I do hope and expect Schenker would not make me "most impotently happy"!

Andris

 

Surely not!

 

I have bought 4 laptops of Schenker so far and had great experiences with them.

My first laptop motherboard got fried and i sent the laptop back and received a new barebone within a week (The Netherlands)
My current laptop went dead after installing Windows 8 (no boot, no vga, auto shutdown) This also got resolved within a week.

Great exerperiences, great support and thinking from the mySN crew.