Mar 3 2021, 06:38 PM
QUOTE(AZIM@ILLEGEAR @ Mar 3 2021, 05:24 PM)
Hi Kopitiam,
We wish to clarify a few things:
1. We are happy to help Gentleman_League with this issue and are ready to help him with this RMA as soon as we receive it. He messaged us on WhatsApp at 12.52PM today asking for help, and we replied him at 1.12pm (today is our off day).
2. We have not rejected any RMA claim from Gentleman_League, and we would never reject warranty claims from customers if the product is still within warranty period.
3. Gentleman_League only has carry-in warranty which means he is responsible for sending in the laptop to us for diagnosis and warranty claim. However, for the first 2 times he sent in his laptop regarding the Nvidia RTX 2060 GPU suspected of being faulty, we provided free return shipping to him as a courtesy, and we have always done our best to help him resolve any issue with the laptop.
4. Gentleman_League has sent in his laptop to us for 3 times only, and not 4-5 times as he has mentioned. The first time he sent in to us, was because his Samsung 1TB PM981a NVMe SSD was not detected and we replaced it immediately upon receiving and sent back the laptop to his Penang address free of charge. We received his laptop on 11 November 2020 and the RMA was completed on 13 November 2020.
5. On 11th December, Gentleman_League notified us he had no display on his external monitor. We informed him to send in for diagnosis, as we suspected the Nvidia GPU/drivers had issue because it is directly connected to the external display output. We informed Gentleman_League that we needed to check and verify the Nvidia GPU was at fault, and if it was, we would replace a new unit for him.
6. We received the laptop on 15th December and used DDU to do a clean install of the Nvidia graphics drivers. Everything worked without issue, and we sent him a video of The Witcher 3 running smoothly at maximum settings. Therefore, we could not provide him with a new unit replacement. We tested the most demanding/modern games like Shadow of the Tomb Raider at highest settings, running overnight and there was no issue found for 4 days in a row. The laptop was sent back to him on 21/12/2020 before Christmas.
7. Everything was working well, until 11th January, Gentleman_League contacted us that the Nvidia GPU was not detected. We advised him to do a clean install of the Nvidia drivers using DDU and if the issue persisted, to send in to us for checking. We arranged for Gdex to pickup the laptop and received it on 22 January.
8. We reset his BIOS settings to default (since he set the laptop to run on dGPU). We also did a clean install of the Nvidia drivers using DDU. Again, we found that everything worked without issue, modern titles and demanding games were running smoothly with high FPS. We sent him a photo of Shadow of the Tomb Raider running at the highest settings as proof. We performed a reformat as well to make sure there was no software issue/conflicts, and tested the laptop over the entire weekend with no issues found. We shipped back the laptop to his address on 25th Jan.
Finally, we wish to reiterate that we are prepared to help Gentleman_League, and only require Gentleman_League to send in this laptop to us so we can begin the RMA process. Hope this clarifies the situation.
wow, basically you problem happened about 3 times and your "fix" is still the same then play witcher 3 for 4 days?We wish to clarify a few things:
1. We are happy to help Gentleman_League with this issue and are ready to help him with this RMA as soon as we receive it. He messaged us on WhatsApp at 12.52PM today asking for help, and we replied him at 1.12pm (today is our off day).
2. We have not rejected any RMA claim from Gentleman_League, and we would never reject warranty claims from customers if the product is still within warranty period.
3. Gentleman_League only has carry-in warranty which means he is responsible for sending in the laptop to us for diagnosis and warranty claim. However, for the first 2 times he sent in his laptop regarding the Nvidia RTX 2060 GPU suspected of being faulty, we provided free return shipping to him as a courtesy, and we have always done our best to help him resolve any issue with the laptop.
4. Gentleman_League has sent in his laptop to us for 3 times only, and not 4-5 times as he has mentioned. The first time he sent in to us, was because his Samsung 1TB PM981a NVMe SSD was not detected and we replaced it immediately upon receiving and sent back the laptop to his Penang address free of charge. We received his laptop on 11 November 2020 and the RMA was completed on 13 November 2020.
5. On 11th December, Gentleman_League notified us he had no display on his external monitor. We informed him to send in for diagnosis, as we suspected the Nvidia GPU/drivers had issue because it is directly connected to the external display output. We informed Gentleman_League that we needed to check and verify the Nvidia GPU was at fault, and if it was, we would replace a new unit for him.
6. We received the laptop on 15th December and used DDU to do a clean install of the Nvidia graphics drivers. Everything worked without issue, and we sent him a video of The Witcher 3 running smoothly at maximum settings. Therefore, we could not provide him with a new unit replacement. We tested the most demanding/modern games like Shadow of the Tomb Raider at highest settings, running overnight and there was no issue found for 4 days in a row. The laptop was sent back to him on 21/12/2020 before Christmas.
7. Everything was working well, until 11th January, Gentleman_League contacted us that the Nvidia GPU was not detected. We advised him to do a clean install of the Nvidia drivers using DDU and if the issue persisted, to send in to us for checking. We arranged for Gdex to pickup the laptop and received it on 22 January.
8. We reset his BIOS settings to default (since he set the laptop to run on dGPU). We also did a clean install of the Nvidia drivers using DDU. Again, we found that everything worked without issue, modern titles and demanding games were running smoothly with high FPS. We sent him a photo of Shadow of the Tomb Raider running at the highest settings as proof. We performed a reformat as well to make sure there was no software issue/conflicts, and tested the laptop over the entire weekend with no issues found. We shipped back the laptop to his address on 25th Jan.
Finally, we wish to reiterate that we are prepared to help Gentleman_League, and only require Gentleman_League to send in this laptop to us so we can begin the RMA process. Hope this clarifies the situation.
Insanity is doing the same thing over and over again and expecting different results. ----Albert Einstein
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