mySN.co.uk

After getting somewhat screwed by pcspecialist I decided to place the order for my Clevo P651SE (XMG P505) with mySN. I ordered my laptop on the 8th and it was delivered on time on the 14th.

mySN ran out of stock of the 4710HQ I ordered, so unlike pcspecialist they still honoured the order and upgraded me to a 4720HQ for free (yay!)

I've had it a week now and the XMG branding certainly draws attention, looks very nice.

I felt I should drop them a positive review after having a very good experience with their live chat. I sent them a message asking about whether my warranty would still be honoured if I used the Prema BIOS mod. Expecting a no, but they actually said yes (however any damage caused by my actions would not be covered under warranty). Support was extremely knowledgable and well informed and we had a conversation about the merits of Prema BIOS Mod, unlocking the GPU clock, and undervolting.

All in all highly recommended, will most likely be back next time upgrade day comes around

 

congrats and welcome to the mysn family.
the guys will appreciate you taking the time to leave the feedback.

 

Thanks for the info Azelphur. I too was wondering.
Mysn.co.uk have been excelent to order from and I am about to send my laptop back to them for repairs under warranty so I will update you with my experience.

 

Hi Azelphur

Thanks for the positive feedback, it is always appreciated

jazzatnot - we will have a look at the damage to your laptop when it comes back to us, DHL collection is booked for Monday so we will be in touch Tuesday/Wednesday depending on what time it is delivered to us on the Tuesday.

 

My laptop has now been gone for 10 days. I have registered a complaint with mysn.co.uk. I am extremely disappointed with the way my case has been handled, I will however wait for a response from your complaints department, in the hope of a satisfactory resolution.

 

To be honest I've been speaking to their support about an obvious hardware problem on my p705 since Monday and they still haven't even sorted the RMA... Literally getting one email reply a day. Not impressed so far, will keep updating.

Edit: after posting the above I decided to speak to their live help and they have been really helpful and are sorting out the RMA. Maybe they're just very busy on email.

Edit 2: I also need to mention that as far as the ordering part went they had been very good (credit to them!).

 

Hi jazzatnot

I have spoken to the engineer assigned to your RMA case, he has confirmed that your laptop was received on Wednesday 18th February (which we confirmed via email at the time). On Monday 23rd a request for further information was sent to you because of difficulties in replicating one of the reported issues. I understand that you replied to this later that evening and then a full RMA report was sent to you yesterday.

We have received your most recent email approximately an hour ago and it will be directed to the appropriate department. We are very sorry that you feel disappointed with the way your case has been handled, customer service is our top priority which is why there is very little negative feedback regarding our service.

Hi

Rest assured that our engineers are arranging the RMA for you now and we will get the issue sorted out for you ASAP. I have looked through the communication history and can confirm the following:

- issue reported Saturday 21st
- Monday 23rd February 11:00 request from XMG tech support for further information
- Monday 14:45 reply from you
- Monday 15:42 reply from XMG
- Monday 15:50 letting us know that you would send the screenshots we requested over that evening
- Monday 22:10 screenshots and further information sent to us
- Tuesday 24th 11:15 last request for information by XMG after receiving the email the previous evening
- Wednesday 25th 11:15 (today) receive email from you confirming that all software related issues have been ruled out and requesting the RMA to be organised.

We do truely understand that an issue developing with a new laptop after 2 weeks is not acceptable. However the touchpad was functioning correctly when you receive the laptop from what we understand and we are doing everything we can to help resolve this for you. I hope you can also understand from the conversation history I have posted above that we have replied to each of your emails in under two hours and the majority of the time in under one working hour. I understand that you have just spoken to one of our support team on Live Chat and that we are currently expecting your confirmation of the collection address and date to book with DHL.

 

Hi,

Thanks for your reply. Yes, see my edits of my post above - live chat very helpful and RMA is now getting arranged.
Glad that all is getting sorted - as I mentioned to the live chat rep I did choose XMG for their excellent warranty reputation and was getting anxious it was taking three days to set up a RMA (I've never had to RMA a laptop before).
Everybody I've dealt with has been very curteous by the way, hopefully I can go back to enjoying that very good machine soon.

Thanks.