Need some advice, What am I entitled to? (Gigabyte RMA)

Robbsy said:
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
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Wished I'd seen it sooner too, unfortunately I am not the all seeing eye and so some things miss my watch.

I am on it now, any further issues, no matter how slight I want to know about it, I want you happy, OcUK wants you happy and so does Gigabyte.

Once all is done to your satisfaction, let me know and I will get you some goodies you way and thank you for your patience. :)
 
Thank you to all participants in this thread - it's good to follow and read all sides of the story in these kinds of situation.

That said, I'm glad to see Robbsy should be receiving the fixed laptop soon, and now also has the option to return for a refund.

This has certainly increased my confidence of buying through ocuk, and while I acknowledge the situation may not have been handled very well by the gigabyte reps on here, it has not put me off gigabyte as a brand - problems happen, people are human, etc. I'm not condoning the posts from gigabyte in this thread, but fortunately all should be well in the end.
 
Curunen said:
Thank you to all participants in this thread - it's good to follow and read all sides of the story in these kinds of situation.

That said, I'm glad to see Robbsy should be receiving the fixed laptop soon, and now also has the option to return for a refund.

This has certainly increased my confidence of buying through ocuk, and while I acknowledge the situation may not have been handled very well by the gigabyte reps on here, it has not put me off gigabyte as a brand - problems happen, people are human, etc. I'm not condoning the posts from gigabyte in this thread, but fortunately all should be well in the end.
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Good to hear. As I said I didn't want to put anyone off, just wanted to share the experience. Initially i just wanted advice haha.
 
Gibbo said:
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! :)
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This is a very amazing response from you Gibbo and makes me incredibly confident and 110% certain to order my next laptop from you (or one of those huge custom 8pack rigs!). Overclockers is a great company and that is an exemplary thing for you to do.

At any rate, despite the heated tone the discussion has taken on this page, Robbsy now has a working laptop and Gibbo has made the above promise. Perhaps Gigabyte did slightly overreact too, but we are all human at the end of the day and can be passionate about the companies we work for but they eventually made good on their promises and given Robbsy an essentially new laptop and hopefully no more issues will arise.

Lets hope everyone is happy and this has now come to a conclusion :)
 
Good resolution in the end.... but i wonder, unless this thread had become heated with many viewing would the op still be stuck with a "fixed" laptop that is no good to him... ?


Sadly i think yes.
 
Okay so on receiving the laptop back unfortunately there was some damage. Unfortunately during the replacement of the internal components this was worsened and is therefore why it now flexes - https://www.youtube.com/watch?v=0BcP0BBPozI

Fortunately however Gigabyte were quick to act and have now offered me a full refund through Overclockers. Although this whole thing has been stressful I want to point out that this is probably a one in a million case. Gigabyte do offer great products and most of them are absolutely fine. Unfortunately this wasn't the case for me but i'm glad that it's now sorted.

Being in direct contact with both the engineer and UK manager was also great and they offered good advice and generally made the whole process a lot easier.

I hope you guys understand this and see that the final outcome was positive. Take into consideration what's happened but don't let it completely put you off.

I want to thank all of the guys i spoke to at Gigabyte as well as OCUK and those of you who helped out on here.
 
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After all this drama the repaired product turned up bent. What an absolute nightmare for gigabyte.

Glad it's been rectified. I would have thought just giving you a new laptop would have been cheaper for them.
 
Hey Robbsy,

Just been following your thread every single day and finally the moment of truth came and it was still unfortunate that the laptop was bent. Did the technicans/engineers not notice this bent and hoped the customer will not notice?

I am glad you are now getting a full refund, great job by Gigabyte there but as others have pointed out, giving a new laptop would have made things easier and better.

Hopefully now you can buy a new laptop (not gigabye I am assuming) and become a happy gamer once again before you travel by the end of August.

P.S. I heard freebies were being thrown at you. whats the update on that :D ?
 
adeel2788 said:
Hey Robbsy,

Just been following your thread every single day and finally the moment of truth came and it was still unfortunate that the laptop was bent. Did the technicans/engineers not notice this bent and hoped the customer will not notice?

I am glad you are now getting a full refund, great job by Gigabyte there but as others have pointed out, giving a new laptop would have made things easier and better.

Hopefully now you can buy a new laptop (not gigabye I am assuming) and become a happy gamer once again before you travel by the end of August.

P.S. I heard freebies were being thrown at you. whats the update on that :D ?
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They did actually offer me a replacement but I said i'd take up Gibbo's offer of a refund. Simply because it's easier and I have kind of been put off a bit. So yes I will be buying something else.

And yeah Gibbo sent me some free stuff :) Very good service from both companies.
 
Congrats on getting it resolved mate.

The irony of the Gigabyte reps defending their service and then the laptop coming back bent was a humorous conclusion to this story at least. Ha ha.

We've just taken delivery of a pair of Asus g750JZ after trying a few other gaming laptops in the past few days. I can't recommend them enough, I still can't believe how quiet they are even while in the thick of gaming. Only £400 quid change from our £4k, but they were the perfect solution for us.

Not sure if they are in budget for you, but they do lower specs than the JZ and the g750 chassis and cooling solution seems fairly exceptional in the gaming laptop universe.

Thanks again for keeping this thread updated, I commend you on your patience through out your ordeal, I don't think I'd have faired half so well.
 
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