Aftershock Experience 2017

[ahkiat07]

Hi All,

Bought a laptop for almost 3 years, not a heavy user, but I must say the product is great and very little/no issues.

After sales support wise, I have mixed feelings:
- Email and Live Chat support is always quick and responsive.
- Technical knowledge of the staff at the service centre appear to be limited to the key staff and some are not even able to articulate or explain to customer the status of the situation. Well that may be a challenge in SG for all service centres since it is generally hard to find people who are experienced or even willing to work in service and/or technical industry.

My laptop was recently sent in for servicing and when I got back my laptop, the casing was not even fixed back properly. I have to even use my screw driver and re-assemble the casing. The problem I had is solved but came new issues which I am able to fix most of them except that now my DVD ROM is dead. But to be fair, it may not be caused by them (more of end of life) though I was still able to use it last month.

Anyone has any experience to share? Just wondering If I should still stick to them for my next laptop in future. But I must say other big brands out there will unlikely to give such fast and instantaneous response to queries over email or live chat. Not to mention that I would like to go on supporting a local brand

 

[trento]

I'd be surprised if there's such a thing as outstanding customer service or repair here

 

[watzup_ken]

I'd be surprised if there's such a thing as outstanding customer service or repair here

I am not sure about now, but the after sales services exceeded my expectation back then when I was using their laptop.

The laptop never really had a problem, and was sent down for servicing. They messed up once because they forgot to apply thermal compound back for my CPU, but because of this, they came down to my place on the same day to fix what they did not do. You go to the likes of the big brands, I doubt there is any any after sales servicing for the laptop, not to mentioned if they mess up, we still have to lug the laptop down for them to take back for a few days before returning it back to you.

 

[trento]

I am not sure about now, but the after sales services exceeded my expectation back then when I was using their laptop.

The laptop never really had a problem, and was sent down for servicing. They messed up once because they forgot to apply thermal compound back for my CPU, but because of this, they came down to my place on the same day to fix what they did not do. You go to the likes of the big brands, I doubt there is any any after sales servicing for the laptop, not to mentioned if they mess up, we still have to lug the laptop down for them to take back for a few days before returning it back to you.

That would then be outstanding customer service, but not repair. Tats y i said either or

 

[ahkiat07]

At 3.5 years, the hinge of my XG15-V3 crack upon closing, with a screw and some plastic pieces flew out.

- The connection cable between the screen and the motherboard was loose previously and the casing wasn't very stable after they fixed it the first time.

Given that I used <3 hours a day over the last 12 months, really not very sure I will still get another laptop from them anymore.

 

[watzup_ken]

At 3.5 years, the hinge of my XG15-V3 crack upon closing, with a screw and some plastic pieces flew out.

- The connection cable between the screen and the motherboard was loose previously and the casing wasn't very stable after they fixed it the first time.

Given that I used <3 hours a day over the last 12 months, really not very sure I will still get another laptop from them anymore.

You should feed this back to them but not in a nasty way.

For my case, I thought the product was great, at least for X17 that I got many years back from them. I open the laptop quite often to switch hardware and it is easy to do so, and never had any parts flying or dropping out. It is not perfect, there never will be.