Escalate it... it will have been looked at by an employee not familiar with the case and they have just quoted company policy thats all. ( i hope )
Need some advice, What am I entitled to? (Gigabyte RMA)
- Thread starter Robbsy
- Start date
Escalate it... it will have been looked at by an employee not familiar with the case and they have just quoted company policy thats all. ( i hope )
Yeah i have replied to them about it.
Yeah as above, that's quite likely to be a standard response. You'd need to get back in tough with Bailey, regarding his post on the first page. Besides from what I've read, it's not actually OCUK reimbursing you for the delivery costs, they're just acting as the middle man to Gigabyte.
Make sure you give the laptop some good testing when to receive it.
Make sure you give the laptop some good testing when to receive it.
Hi Robbsy and all,
We believe that this thread, and other posts made by Robbsy over recent days, basically rubbishing Gigabyte, our service, and products are unjustified.
Let’s get this in perspective:
Laptops develop faults, it’s the nature of technology.
1) This laptop was originally returned to us after developing "juddering" following a Win 8.1 upgrade - the fault was known about, so system was restored, heat-sinks cleaned and fans cleaned, tested and returned to customer.
2) Upon receipt of repaired unit, the VGA drivers were updated and the problem returned
Our engineers have since found some very slight juddering in games when using the latest drivers from nvidia. This problem is found to be evident in early revisions of the GPU On this board.
Nvidia holds a disclaimer stating that the notebook OEM Will probably not provide technical support on problems that arise from the use of its reference drivers.
We have not ignored you, we have tried to help and have given you support even though this disclaimer exists.
Your motherboard has been replaced (this includes a new revision GPU), the new revision GPU can handle the reference drivers better, due to it having a newer Vbios.
In addition to this, the repair facility and UK Support teams have taken the time to not only reply to you in person, but also post on the forums......the actual engineer woking on your laptop has even added you on skype giving you live updates.
In 10 years i have never once seen any OEM Offer that service!!
we have agreed to cover all courier cost (which we are not obliged to do) as a good will gesture, have given you a spare charger worth 120USD and basically replaced all key elements with the laptop, all at no cost to the customer.
We have acted responsibly to support both OcUK and also Robbsy as customer of Gigabyte.
Openly slating us and posting such negativity while we were trying to resolve the situation is not at all fair or justified. Especially when both RMAs were in effect software related.
Regards,
Gigabyte UK NB Team
We believe that this thread, and other posts made by Robbsy over recent days, basically rubbishing Gigabyte, our service, and products are unjustified.
Let’s get this in perspective:
Laptops develop faults, it’s the nature of technology.
1) This laptop was originally returned to us after developing "juddering" following a Win 8.1 upgrade - the fault was known about, so system was restored, heat-sinks cleaned and fans cleaned, tested and returned to customer.
2) Upon receipt of repaired unit, the VGA drivers were updated and the problem returned
Our engineers have since found some very slight juddering in games when using the latest drivers from nvidia. This problem is found to be evident in early revisions of the GPU On this board.
Nvidia holds a disclaimer stating that the notebook OEM Will probably not provide technical support on problems that arise from the use of its reference drivers.
We have not ignored you, we have tried to help and have given you support even though this disclaimer exists.
Your motherboard has been replaced (this includes a new revision GPU), the new revision GPU can handle the reference drivers better, due to it having a newer Vbios.
In addition to this, the repair facility and UK Support teams have taken the time to not only reply to you in person, but also post on the forums......the actual engineer woking on your laptop has even added you on skype giving you live updates.
In 10 years i have never once seen any OEM Offer that service!!
we have agreed to cover all courier cost (which we are not obliged to do) as a good will gesture, have given you a spare charger worth 120USD and basically replaced all key elements with the laptop, all at no cost to the customer.
We have acted responsibly to support both OcUK and also Robbsy as customer of Gigabyte.
Openly slating us and posting such negativity while we were trying to resolve the situation is not at all fair or justified. Especially when both RMAs were in effect software related.
Regards,
Gigabyte UK NB Team
+1 .... I have never heard of any manufacturer go to the extent of adding the customer on Skype!!
I don't think it's really fair for you to accuse Robbsy of slating your products. He hasn't done. In fact, all he has done throughout this thread is highlight the numerous faults that his laptop has developed, something hundreds of people do on hundreds of different problems, no matter what they buy, in the hopes of either getting a solution, to see if other people have the same problem, or warn potential buyers about shoddy products. He has been civil and courteous and responded to all the requests that Gigabyte staff have put to him, like asking for serial numbers. Robbsy has every right to be upset that a laptop he has paid £1000+ has developed faults less than a year after he bought it. Would you feel happy in his situation?
It is others, such as myself, who have had a more negative reaction based on what we have read. To be honest, I don't think it's very good of you to have made this post as your basically trashing a customer, despite agreeing entirely with his version of events regarding his laptop problems. This puts me off even more. Public slanging matches and rebuttals are never good.
Nor do I think there is anything particularly unique about adding a customer on Skype to fix his problem. When I had a problem with my Broadband connection, a Sky engineer was on the phone to me for an hour. Guess what? He was doing his job! The fact that you have singled this out for praise suggests to me that you don't do this for other customers and have only helped Robbsy because he made this thread, otherwise he would still be given the runaround.
The only good thing to come out of your post is that you appear to have reimbursed his postage costs.
Last edited:
Firstly +1 to this.
I've literally posted my honest opinions. I've not slated your products i've just been honest in how i've felt. The engineer has been great to me and i'm glad that now the issue is being resolved. However would it have been the same if I hadn't made this thread?
Coming home from work and seeing 2 posts from the REPRESENTATIVES of a company pretty much accusing me of slating their service is not really what I wanted to see. I WAS ignored for a period of time after the first RMA. I sent a load of questions over the portal which were unanswered and was given no option but to send the product back in. It's not just about the cost. It's about the time that it's taken.
People have a right to speak how the feel and that's all i've done. I haven't aimed to attack Gigabyte in any way. I just wanted to share my experience and inform others.
I'm pretty shocked to have come home and read these messages. You've definitely lost a customer now.
Also i'd like to see where i've "Openly slated" you. I've just read through my posts for example:
"I didn't want to put people off but I guess its good to share the experience. My Gigabyte laptop was great up until I had these issues. It may have just been one out of a million. They still offer great value laptops and for some people they are more suitable than MSI's line.
I will have to agree with you both though. This will probably be my last Gigabyte product."
In every single post I made i was courteous and have said thanks to both you guys and your engineer. The engineer for one has been a star. Yes in a few I stated that this would be my last Gigabyte product, but that's not slating you. I'm just voicing my opinion. In most of my posts i actually merited the service i was now receiving.
I feel like i'm back in Junior school.....
"I didn't want to put people off but I guess its good to share the experience. My Gigabyte laptop was great up until I had these issues. It may have just been one out of a million. They still offer great value laptops and for some people they are more suitable than MSI's line.
I will have to agree with you both though. This will probably be my last Gigabyte product."
In every single post I made i was courteous and have said thanks to both you guys and your engineer. The engineer for one has been a star. Yes in a few I stated that this would be my last Gigabyte product, but that's not slating you. I'm just voicing my opinion. In most of my posts i actually merited the service i was now receiving.
I feel like i'm back in Junior school.....
This isn't my fight and I've only read this page, but whatever the background it is beneath a company to have its reps come out swinging. I can empathise with both the reps and the customer - both have had to deal with a situation that neither wishes they had to deal with.
But it's 2014 and the internet and social media are here to stay, just be thankful this forum isn't tripadvisor where you'd have many, many more existing and prospective customers voicing their views and, in my judgment, holding you to a higher standard than Joe public.
Gigabytes (ultimately) good service should have been taken by them as a chance to make lemonade out of lemons. However, instead of only highlighting their beyond-the-call-of-duty service, they sullied their response by castigating the customer (rightly or wrongly is irrelevant in a consumer facing business).
Anyway, I hope the reps stay posting here, it's good to have access to them and I certainly appreciate their continued presence. I hope they don't pick up their ball and go home in a huff.
But it's 2014 and the internet and social media are here to stay, just be thankful this forum isn't tripadvisor where you'd have many, many more existing and prospective customers voicing their views and, in my judgment, holding you to a higher standard than Joe public.
Gigabytes (ultimately) good service should have been taken by them as a chance to make lemonade out of lemons. However, instead of only highlighting their beyond-the-call-of-duty service, they sullied their response by castigating the customer (rightly or wrongly is irrelevant in a consumer facing business).
Anyway, I hope the reps stay posting here, it's good to have access to them and I certainly appreciate their continued presence. I hope they don't pick up their ball and go home in a huff.
Last edited:
Soldato
- Joined
- 26 Aug 2012
- Posts
- 4,503
- Location
- North West
Trashing a customer who has in my opinion being highly courteous in the situation that has arisen is pathetic. He has had issues with a fairly new £1000+ laptop, of course he isn't going to be happy with the situation, would you? I doubt that he would have had this level of service if he hadn't posted on a public forum.
Will I ever be buying a Gigabyte product again? Defiantly not! because I'll probably be trashed publicly by their representatives.
Will I ever be buying a Gigabyte product again? Defiantly not! because I'll probably be trashed publicly by their representatives.
I think what the rep is trying to say here is that there are two sides to this story....and at the moment it seems to only be one sided on here, gigabyte also have the right to defend their service!!
With regards to your comments on sky broadband, this is totally different!! Sky WILL be helping you over the phone when their router is in your home....the same as gigabyte tech support will help you over the phone when your faulty item is at your home with you. Had sky diagnosed that their router was faulty and had it taken away for repair....would sky have added you on Skype giving you live updates....I think not.
Gigabyte do have a right to defend their service, but that doesn't mean directly accusing people of "Slating" them. I spoke my honest opinions and I posted about the positives and negatives of the service. I didn't just sit here going "Oh Gigabyte's a s#%t company".
I tried to bring an honest and factual timeline of events which have happened during this process.
I worked in IT support for 10 years and there were occasions when the client was adamant that there was a problem that we had to solve. The worst was a guy who complained the wifi in his laptop wasn't working properly. He occasionaly worked from home and his home office was in a summer house in his garden right at the edge of his wifi reception resulting in a very dodgy signal.
He escalated the problem right up through 1st/2nd/3rd line to me. I went out with two laptops and showed him the problem on each of them and explained why. They key thing I did was take along a ready paired set of mains based networking plugs that solved the problem.
The result was that whilst he did finally understand why the problem was occurring he had a solution.
What this taught me was simple:
When people have problems all they want is an explanation and a solution.
Had the OP not had to send the laptop back twice and not have the problem resolved he would not be so unhappy.
A modern laptop is a massive lump of very complex technology. But I would say that having GPU hardware that cannot have updated drivers installed is not acceptable. Either the hardware is faulty or the drivers are faulty. The fact that the problem is less severe on later versions imply the hardware is faulty.
If I had a car that had indicators that failed unless I used the original bulbs it would be recalled instantly. The OP is understandably annoyed.
Gigabyte KNEW that there was a problem. Their original hardware was faulty, it should have been replaced the moment the fault was reported and recognised.
He escalated the problem right up through 1st/2nd/3rd line to me. I went out with two laptops and showed him the problem on each of them and explained why. They key thing I did was take along a ready paired set of mains based networking plugs that solved the problem.
The result was that whilst he did finally understand why the problem was occurring he had a solution.
What this taught me was simple:
When people have problems all they want is an explanation and a solution.
Had the OP not had to send the laptop back twice and not have the problem resolved he would not be so unhappy.
A modern laptop is a massive lump of very complex technology. But I would say that having GPU hardware that cannot have updated drivers installed is not acceptable. Either the hardware is faulty or the drivers are faulty. The fact that the problem is less severe on later versions imply the hardware is faulty.
If I had a car that had indicators that failed unless I used the original bulbs it would be recalled instantly. The OP is understandably annoyed.
Gigabyte KNEW that there was a problem. Their original hardware was faulty, it should have been replaced the moment the fault was reported and recognised.
+9000
Associate
- Joined
- 7 Jul 2010
- Posts
- 1,537
- Location
- London
Tried and failed
He could've explained the service provided without attacking Robbsy - who had been nothing but courteous and factual in his descritpion of the faults and dealing with Gigabyte - the dude was amazingly restrained in my view. No need to attack him for "slating" Gigabyte when he did nothing of the sort.
He could've explained the service provided without attacking Robbsy - who had been nothing but courteous and factual in his descritpion of the faults and dealing with Gigabyte - the dude was amazingly restrained in my view. No need to attack him for "slating" Gigabyte when he did nothing of the sort.
Last edited:
Hi there
First time I've seen this thread and am rather shocked at how things seem to have gone wrong at both ends which is very rare. Both OcUK and Gigabyte UK pride themselves on service as can be seen throughout these forums. Just unfortunately on the rare occasion it can go wrong and has.
Just some comments I will make though on gaming laptops in general:
1. None of them are silent, when under gaming they all get noisy, some more so than others. This is because its the design but some are sometimes louder than they should be due to poor thermal interface materials or lack off or too much.
2. NVIDIA drivers are disclaimer under mobile saying its not always advisable to run an update from what the manufacturer supplies and the supplied driver should always be backed up.
So if your expecting a silent gaming laptop it will never happen, I have still not found one, but in fairness they should not be hoover/hair dryer noise levels.
Now that is cleared up, keep me informed via the forum here as to how the laptop is when repaired and if you do have any more troubles you are well within your right to return the laptop to us and we shall offer a refund, as I make it clear to our staff we want happy customers, not upset ones. So please let us know as both OcUK and Gigabyte want you happy!
Let us know how the unit is when you get it back and if there is any more issues, post here and I will get our returns manager to resolve the situation to your satisfaction, just sorry I had not seen this sooner. The end result is both OcUK and Gigabyte want you happy!
Lastly once you are happy let me know and I shall get you a load of free games and goodies sent your way.
Though I do want to say Gigabyte service levels have always being fantastic for our customers in general and this seems to be a rare situation indeed.
Keep us updated!
Last edited:
Hi there
First time I've seen this thread and am rather shocked at how things seem to have gone wrong at both ends which is very rare. Both OcUK and Gigabyte UK pride themselves on service as can be seen throughout these forums. Just unfortunately on the rare occasion it can go wrong.
Just some comments I will make though on gaming laptops in general:
1. None of them are silent, when under gaming they all get noisy, some more so than others. This is because its the design but some are sometimes louder than they should be due to poor thermal interface materials or lack off or too much.
2. NVIDIA drivers are disclaimer under mobile saying its not always advisable to run an update from what the manufacturer supplies and the supplied driver should always be backed up.
So if your expecting a silent gaming laptop it will never happen, I have still not found one, but in fairness they should not be hoover/hair dryer noise levels.
Now that is cleared up, keep me informed via the forum here as to how the laptop is when repaired and if you do have any more troubles you are well within your right to return the laptop to us and we shall offer a refund, as I make it clear to our staff we want happy customers, not upset ones.
Let us know how the unit is when you get it back and if there is any more issues, post here and I will get our returns manager to resolve the situation to your satisfaction, just sorry I had not seen this sooner. The end result is both OcUK and Gigabyte want you happy!
Lastly once you are happy let me know and I shall get you a load of free games and goodies sent your way.
Though I do want to say Gigabyte service levels have always being fantastic for our customers in general and I have worked in this industry now for nearly 20 years and it is extremely rare for a manufacturer to be trying to call the customer or add them on Skype and be so active in the community and I think a lot of other brands could look at this and learn from it.
Keep us updated!
Hi Gibbo thanks for getting back to me.
The fan problem was actually an issue. Obviously I had had the laptop for 8 months anyway and was used to the noise levels it had. On receiving it after the 2nd RMA the fan was faulty and the engineer has now fixed this.
I've also just got off the phone with Gigabyte's UK manager who discussed the RMA service and everything else with me which was great. I now have him on Skype as well which is obviously great.
It would've been good to get an earlier response from you but at least (hopefully) the issue is now resolved. Unfortunately this post has been interpreted in different ways by the community and they've probably emphasised too much on the negatives.
I have no problem with the staff at Gigabyte and I know that it's been their priority to get this issue resolved. Maybe it could've been handled differently in certain areas and at different stages but at least now we are at a stage were it's nearly sorted.
I will update this thread later on today once i've received the laptop and done sufficient testing.
Thanks again
Hi Robbsy
Thank you for your opinion and we do value our customer's feedback, both positives and negatives.
Our earlier post was simply trying to balance a situation, and we apologise if this has been taken personally.
The laptop now is fully repaired, with all major components replaced, and on its way back to you.
I am sure it will be in its perfect condition. But if there's any assistance that you may need, please feel free to contact us.
Regards,
Gigabyte UK NB Team
Thank you for your opinion and we do value our customer's feedback, both positives and negatives.
Our earlier post was simply trying to balance a situation, and we apologise if this has been taken personally.
The laptop now is fully repaired, with all major components replaced, and on its way back to you.
I am sure it will be in its perfect condition. But if there's any assistance that you may need, please feel free to contact us.
Regards,
Gigabyte UK NB Team