really bad mysn.co.uk warranty experience

Really bad experience with their warranty.

So I've purchased some 6 months ago a P505 laptop with 980M. I paid a high price for this laptop hoping that when I need their international warranty, I'll be in good hands. Thought right? Wrong..

Apparently the international warranty does not include international shipping.

More than a month ago my keyboard W key stopped responding properly and kept getting stuck, then my CPU fan started making weird noises. Seeing that my laptop is still under warranty and the time passed is only 6 months I believe that this shouldn't happen and I need them replaced.

So I contact them around the beginning of September asking them regarding replacement items for keyboard and CPU fan, since they are easy to install and it would save me the time sending the laptop to the UK and back. The answer I get is that the items cost £50 and the shipping will cost me £39, £9 of them is shipping from Germany to UK (why am I supposed to pay that as well I have no idea).

So I ask them about sending the laptop since it is under warranty? £55 each way.

OK, so we talk over support and reach this agreement: I pay £89 for the items(and their shipping), replace them and send the ones I removed from my laptop back to them so they can refund me the items cost. I will end up paying £39 only for the shipping. Fair? Seems fair to me.

Now the saga begins... I am talking here about middle of September when we reached this agreement. First the German branch sends them the CPU fan and keyboard, the UK branch tested the keyboard and it wasn't functioning correctly. Okay, I can understand next shipment contained the keyboard, it works, but guess what? Wrong keyboard sent! This took a whole month.

3rd time a charm? Okay, today 23th of October, I still didn't receive my items, and they send me an email saying that a new keyboard will be sent again and received Monday to their UK branch, then to be sent to me.

What's the problem? In previous e-mail they said they will arrange pickup of the items I need to send back. What they failed to mention is that I need to pay again for shipping of those items! Another £48 !!!

This is totally acceptable!! I have a laptop with broken keyboard and noisy CPU fan for a while two months now, I paid a premium price for the replacement items and their very costly shipping even though my laptop is still under warranty, and I was not told anything about costing me yet another shipping for the items back to them. I'll pay more than £100 only for shipping!

I am really disappointed in this experience, I really hoped that purchasing from a premium place, I'll end up with premium service, but this is not the case at all.

If I knew this will happen I would've just not bothered with the warranty and purchased from a cheaper place, and just get my replacement items from eBay or some other place.

 

I am very sorry to hear that you feel agrieved by the service that you have received from our UK office. I have spoken to the support staff who have been dealing with your case and they have suggested that I copy their last email to you in this thread:

"Hi *******,

XMG always stated that you would either need to arrange for a courier to return the faulty components to us (or we can arrange for DHL to collect them). This is from the email on the 26th of September:
"With this in mind we have come up with another possible method which we feel would be the least expensive way to get this resolved for you:
- You would need to pay for the replacement keyboard and fan to be sent to you (around £89.00) - this would need to be done by credit or debit card (I'll explain why later).
- Once you have received it you can install it and send back the faulty keyboard and fan - you can either do this with your own courier or we can arrange DHL collection for you.
- Once the German team have received the faulty keyboard and fan we will refund you for the cost of the items (but we cannot refund the shipping) - the best way to issue refunds is with credit/debit card transactions as there are no hidden charges form the bank).

With this method you would only end up having paid for the shipping (so £39.00 for shipping from Germany to you, then whatever it costs you to ship the components back to Germany). Would this be more acceptable for you?"

To which you responded:
"OK paying for shipping is fine."

We were as clear as possible with what would need to be paid for (all shipping), and that this way you get the cost of the keyboard and fan refunded to you. You can of course choose not to send the faulty keyboard and fan back to us, but you will not be refunded for them."

There are of course many prior emails exchanged on this topic, this is just the last one so it is of course refering to previous discussions and agreements.

I would like to clarify a couple of points that are not included in the above email quote:

- our Terms and Conditions clearly state that our warranty does not cover shipping costs outside of Europe. We advised you of this when the discussions started and you acknowledged this without hesitation, as explained above

- the first communication regarding the keyboard and fan issues was received by us on the 10th September, however it then took three weeks to agree on the shipping options and payment - so the actual RMA in terms of the parts has been since the 1st October, under three weeks. The original shipping option was to have your laptop RMA'd to our facility, so that we could take care of any issues and this included us organising all of the DHL shipping, booking it on our account and so on. It became more complicated because (as was your right) you did not want to be without your laptop. We

- It was unfortunate that we didn't have stock of the keyboard you required and that it had to be ordered in. I will also openly appologise to you, as my colleagues have done via email regarding the faulty keyboard that was sent to us. It was not acceptable for this to happen, but it was because we spent the time to thoroughly test the keyboard when we received it that we caught the issue.

- I would not agree that the cost of the parts or shipping were excessive. We use DHL air delivery (insured) and shipping to Israel is expensive. This is also the best way to deal with customs charges and so on, using a cheaper method where DHL would not be in control of customs and duty would likely have meant that these charges could have been wrongly applied. The shipping costs between our offices were fully explained, for other people reading this post; shipping from Germany to Israel (or anywhere outside Europe for that matter) is a lot more expensive and time consuming, because export restrictions and processes are a lot quicker from the UK than they are from Germany. Even though my colleague detailed the price of the shipping to be transparent, it was still cheaper than shipping direct from Germany to Israel.

Again, we are sorry that the arrival of parts was not dealt with as we would like. However, we were transparent throughout our communication and had your agreement at all times until yesterday.

 

I won't argue about this issue over the forums. You have my final request via the e-mail.

I explained the situation as I see it in the last two months. And I hope the people here can see what happened to me and learn.

To argue for 20 days to be able to use my warranty fairly is unacceptable, to wait 23 days and the items aren't not even received at your branch is not acceptable, to make me pay shipping from your German to UK branch is also unacceptable. Those are facts.

I won't be ordering from your website anymore, since the warranty is more than useless for international users. I'll look elsewhere.

 

I respect your desire not to argue about this issue further, you are correct that we have your email and will act on your decision accordingly.

I did need to reply to the points that you made however, as they do not fairly or accurately represent the situation or chain of events. We explained the time delay for the keyboard and also that the shipping charges were broken down for you for the purposes of transparency - it is still cheaper and quicker to go via our UK office.

We have many international customers (including lots in Israel) who are very happy with the service that they receive from us. We work tirelessly to make sure that all our customers receive the best possible experience, but especially the international customers because we appreciate that shipping procedures can adversely affect the RMA path, if not dealt with correctly. Warranties for all international customers, whether they order from us or from a company in N. America for example, will not cover RMA shipping.

 

International warranty issues I imagine are frustrating even when it goes well.

It's unfortunate there isn't a Clevo reseller in Israel.

 

Hidevolution has international warranty and they cover 2 way shipping at least twice in a year... So your wrong on this point... Other then that, sounds like a bit of shambles and lots of miscommunication... on both sides if I may add...

 

Well I will take back in part part the comment on international warranties. I didn't know that they offered that, [EDIT] but you do have to pay USD150 to extend the 1 year warranty to include interntional shipping coverage, so it isn't covered under the standard warranty.

The main reason I wrote such a long response was to explain accurately what happened. I wanted to illustrate that there was no misscommunication from our side at any point, the warranty procedure and shipping costs were laid out clearly and in full and they were all agreed to. Before I left work this afternoon I spoke to all staff involved and read through all the emails, I am therefre confident that the OP is not at all an accurate representation of what happened. I really don't want to sound nasty about this in any way, but I think it's fair for our company to be able to correct statements when they don't reflect what happened.

Two things went wrong with the RMA, firstly that when we tested the first keyboard it was found to have a fault and secondly that the second keyboard was the wrong type. The first issue was a hardware fault which could happen to anyone but luckily we detected the issue when testing it, we openly hold our hands up to the second issue.

 

Check your PM please.

 

just a small input from my side: since i got the 4yr platinum warranty for my machine and im planning to move to singapore next year i was and am fully aware that i will have to pay for shipping costs in an rma case. hopefully thatll never happen but its nice to see that id be given the option to swap any faulty parts myself and be given a refund for the old parts, greatly reduces downtime!

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