Forum Thread

Should I Just Return This Laptop? REALLY Long. Opinions Needed before Return Period Ends.

PennyDreadfully 25 10 November 19, 2015 at 08:46 AM
I am so sorry, this is really long. I didn't realize how much there was until I finished writing it out. (and this isn't even every detail -lol). I was looking for opinions if I should send back this laptop I purchased or keep it and deal. I figured tech support would be a good place since many understand the computer buying world.

Here is the VERY long story. If you do read this whole thing you are either a saint, or laid up in bed ill and unable to reach the remote of your TV. Either way, thanks for reading Smilie

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Ok, so I waited a month for the skylake chips to come out to buy a laptop. The morning the laptop with the skylake was released I ordered. I ordered from a boutique computer seller so that I could get the thing re-pasted and get the new samsung 950 SSD installed in it when it was released. I have the ability to do it myself, but I was being lazy and figured someone else doing it would be simpler.


The 950 SSD release was delayed a few weeks, so I had to wait about 1 and a half months before my laptop finally shipped. That was after multiple calls to deal with being over charged a couple times, and a few calls after the SSD was in stock to find out why it STILL hadn't been put together and shipped already (another part was actually discontinued, but no one bothered to inform me until I call a week later so I could cancel it and let the order go through).


After all this I asked to have my shipping upgraded to overnight ("sure, no problem!") and that didn't happen. The customer service guy helping me said he "meant to do it the following day" but took the day off the that next day and didn't do it, so it went out ground. Ok, fine. Saved me $120 overnight shipping.


When I finally got it I was excited, I forgot all the hassles instantly. There were a few tiny things, like the laptop came with a backpack, but they had given me the wrong one. I was little disappointed., but I didn't care much, since I was so excited. The one I got was WAY too big for the laptop I ordered so it was basically useless to me. But I moved on, I would just buy one that fit.


Things looked good, but I noticed a few things on the laptop not working and realized they had done a clean install of windows for the new SDD and not cloned the original OS setup. No big deal, I found the missing software and a few of the drivers on the manufacturers site and got things working. Awesome. Happy.


Then I realized that the SSD in it was not the one I ordered and waited 6+ weeks for. I called, they tried to convince me it was basically the same thing (not. one old tech, one newer tech... and truthfully I waited so long for it to be released I just wanted it at that point).


I was told to ship the laptop back and they would put the correct one in... WHEN IT CAME BACK IN STOCK..... so it would be shipping to them 4 days, who knows how long to get the drive in and getting around to installing it, then shipping back to me another 4 days (unless I want to pay $80-120 for 2 day or overnight). This would be multiple weeks without a laptop again, and I couldn't afford it.


I asked if they could ship me the correct drive, let me install it, and I would send back the wrong drive. They were ok with that, but they needed to get back to me when it was in stock. They would also need to charge my credit card for the correct drive, and they would refund it to me when I returned the old drive. This I understood, but I was hesitant about the extra CC charge since they STILL had not processed my refund for the previous overcharges (over 6+ weeks ago).


I called again about a week later to find out what the situation was. After a lot of talking about shipping times and stock, and wanting to charge my credit card MORE than they were actually selling the drive for I gave up. I asked if I could just buy the correct drive locally, install it, then send them to incorrect drive for a refund of price I paid to originally have the SSD installed. They seemed to be ok with that, but I was frustrated at this point. Not only did I have to install the SSD myself, (ok, not so bad, just a PITA) but I was also out the decent SSD drive they removed when they "upgraded" the drive when I first bought the laptop. The price value of the drive they removed supposedly went towards the price of the "upgraded SSD" when it was replaced. But now that they technically had not upgraded the drive I wouldn't be getting that back either.


If I had just bought it off the shelf, not only would I have been able to get the "new ssd" cheaper on a slickdeal, but I would have also had the drive that came with it as an extra backup. AND I would have had to do all the same amount of work.


I kept saying "they are being very helpful, trying to get it the situation fixed", but my SO keeps saying "there have been multiple issues and they are nice, but the issues are not handled except to say 'oops, we will see what we can do'. It's not good enough."


My SO wants me to just ship the whole thing back and get a full refund. I paid premium to get things installed and handled, and it's just been a pain. The computer company has been VERY nice and seemingly helpful, but nothing has actually been handled or even been dealt with in a timely manner. I have had this thing for 2 weeks and the situation is still in limbo (waiting for a phone call today - my return period is almost up, too). With Thanksgiving week coming up I am worried the back and forth shipping will cause delays, and I am leaving out of town on the 28th for more than a week.


Am I being dumb here about this situation? I can literally go to Amazon right now and order the same laptop (and SSD upgrade to replace myself) and have it here in 2 days with prime ($3.99 overnight). Send back this one and be done with the whole thing. It would actually end up being the same amount of work, but I would end up spending less money, and getting more SSD space.


I have always been a "let the company make it right" kind of person, but I am wondering if I am letting too much slide because I hate having to feel like a b*tchy customer wanting to send it back.

I really need another opinion from someone not involved to put things in to perspective. Help.

11 Comments

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#2
Definitely ship it back dude. They knowingly put in the wrong drive to begin with. That's a flag for me. And you know the reps are different than the ones can make decisions, right? That's why you had "let us see what we can do". So just return it to save yourself some hassles.
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#3
short version
bought a laptop, got the run around, it shipped with the wrong stuff, still dealing with not receiving refunds from the wrong stuff.

You can be all the bitchy you want. it's the inet/phone.

I would return it. Are you sure you will get refunded?
That would be one company off my list.
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for those that hate spelling mistakes www.walmarts.comCool

bulb save money by checking your insurance every 2 years (and not every 20)
#4
Yep, send it back and forget the hassle. Who knows what you'll run into in the future if there is a problem.
If you have a problem with the refund, contact the CC company for help.
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#5
Thanks for the replies. Reading this helps to put it in to perspective.

It's one of those things where I KNOW what I should do, but the "nice side" of my brain keeps saying "but they are being so nice and trying"..... but it's BS and I know it. The company is a well respected, they just do things their way.

I think part of me was worried that I could end up with a lemon if I sent this back and had to get another laptop (besides the ssd, the thing runs really well). "Better the laptop you know then the one that hasn't made it past fedex yet" -heh-

I've got to put on my big girl panties and stop the stupid.

Thanks again for all the opinions. Absolutely what I needed to hear.
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#6
I agree, Ship it back get 100% of your money back (Too bad you can't refund the time spent on this thing) and move on. I would have a hard time even buying from them again (Even if through amazon). God forbid you have to get the thing serviced some day.
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Vague questions receive vague answers . . . . . .
#7
Not refunding money owed for 6+ weeks is the kicker IMO. You should feel no obligation if they can't even make the financial part of the transaction correct.

Ship it back. I'd even call them and ask them to send you a label for the return shipping given the hassles.
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#8
What company is this?

I'd probably go ahead and dispute the charge with my credit card company for that 6 week old charge.

btw, installing a laptop harddrive/SSD is literally the easist thing you can do to a computer lol
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#9
I was terribly disappointed in this story. I was expecting some horribly complicated mess.
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#10
I bought another one directly from Amazon.... with my chase card Smilie This one goes back Wednesday when UPS comes and gets the box. Chase bank was kind enough to let me know I was not responsible for any "restock fees" since I did not get the item I ordered and I am returning it as received.

The company did call me on Friday to let me know the previous over-charge that was supposed to be refunded was only half of what it should be because "their records show it as only half of what I stated...." except that my credit card shows the charge clearly (and the email from the sales lady saying she over charged me) and they are wrong, yet again. Chase was more than happy to get my "full" refund on that charge.

The telling me my previous refund was only going to be "half" because of their sh*tty record keeping was the last straw.
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#11
You kidding? what kind of service are they selling? I didn't even read the whole thing and I'm pissed. do what everyone else is saying and return it, screw them. definately don't deserve your business. I would be alot more aggressive towards them since they did you wrong.
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#12
Honestly, walk away from this company. They are not the only ones that make a gaming laptop and obviously they don't know how to run a business or have decent customer service.
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