1/5
posted Nov-21-2011
Here is a great example of running off a customer that once loved you. Note, the rating on this review has went from a perfect 5/5 to a 3/5, then a 2/5, and finally 1/5 based on the increasing negative and abusive tone of communications. Maybe someday a reasonable person will read this, and the bozo that let this get out of control will be prevented from ruining others.
GREAT PRICE AND CUSTOMIZATION (back when it was 5/5):
I purchased two top-end laptops from Malibal (over $4,100), and was very happy with both the transaction and the products. They have a great combination of customization and price, and start with some of the best chasis available. I'm very happy with the systems.
TERRIBLE POST-SALE SUPPORT (was 3/5 at the time):
Their post-sale service has been seriously upsetting. I contacted them hoping they might be able to fix a scratched screen. Instead of a helpful response, I was simply told I would have to pay as though they just didn't want to deal with me. Well, of course I would have to pay for it. I damaged the screen as a result of my own clumsiness, the system is well outside of warranty, and I never once implied that I expected them to fix it for free. I didn't get any further with followup - Malibal wouldn't provide an estimate for the repair. They just want me to ship the system to them and find out later. This is the most basic of questions I need answered before I decide to ship them my two thousand dollar laptop... Would you risk mailing your system without knowing if it would cost $100 or $1000 to fix? My experience has left me without confidence in their ability to handle a post-sale issue, and it's looking like I'll have to find someone else to fix the screen.
UPDATE 1:
I just want to clarify that I had an overwhelmingly positive experience with Malibal until I contacted them for help with this problem. The reason I wrote this review was to share my concerns about the post-sale service I experienced, which has soured my view of the company. The defensive and argumentative tone of my service ticket got worse almost immediately after posting this review. I rarely post reviews, and was worried I was too harsh on them. until I read the contents of my inbox after they got this. Let my experience be a warning to you.
Unless someone steps in to repair this relationship, I will have lost a favorite custom laptop builder... If this is simply a rogue agent, I would be happy to update this review once a more reasonable response is received.
UPDATE 2 (then 2/5):
The tone of the emails continues to be argumentative and defensive. It is too bad, as the purchase process and product was wonderful. With the way they handled the situation, I am not confident that I could order from Malibal without retaliation from this review.
IN RESPONSE TO MALIBAL'S COMMENT (finally 1/5):
If Malibal actually explained everything during the support process as they claim to have below, this review would never have existed. ---Updated due to slander lawsuit threats.
I ORIGINALLY LEFT AN OVERWHELMINGLY POSITIVE REVIEW:
But my original rating of FIVE/FIVE stars cannot stand. I dropped it to THREE/FIVE when I was ignored and their terse responses made it seem like they just didn't want to deal with me. Once they saw the review, the language in the ticket became extremely defensive and seemed angry. Even before I reviewed them, I felt like I would not be able to get a screen replacement even at my cost. The communication from Malibal completely ruined my overall experience even though the product and price was great. The communication since the review has extended to threat of lawyers, so the rating goes to ONE/FIVE.
Be sure you finish your business with them before providing anything but the most glowing feedback.
RESPONSE TO EDIT 2:
You threaten me with slander lawsuits because I called you a liar, and now you print my FULL NAME (in violation of the terms of service here at ResellerRatings), print on record a slander against my personal character, as well as calling me a liar? I removed the comment because you threatened me with a lawsuit; I made my point with the facts in the review. You simply further my point by continuing to be publicly abusive to me. My complaints are stated as clearly as they can possibly be.
ONE LAST OPPORTUNITY FOR MALIBAL TO SALVAGE THIS
This could have been resolved and you'd keep the 5/5 rating I gave you to start! In fact, if a less hateful and more reasonable person contacted me to restore the relationship (owner or manager maybe), I would likely restore the rating. If you would actually read the review, you might realize that Malibal caused that rating to drop every time you responded as you just did in the edited comment and in the service ticket. But first I'm gonna need an apology for that last edit - how dare you.
--- I guess not... Malibal wants to continue "fighting", calling me names, and doing everything but proving they have the best service in the industry as they claim. I have a hard time believing Malibal leadership would allow someone to write such hateful things in their company's name. The comments below speak for themselves. Folks, make your own decision about doing business with Malibal.
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![Share](javascript:share_rating({"review_body":"Here is a great example of running off a customer that once loved you. Note, the rating on this review has went from a perfect 5\/5 to a 3\/5, then a 2\/5, and finally 1\/5 based on the increasing negative and abusive tone of communications. Maybe someday a reasonable person will read this, and the bozo that let this get out of control will be prevented from ruining others.<br><br>GREAT PRICE AND CUSTOMIZATION (back when it was 5\/5):<br>I purchased two top-end laptops from Malibal (over $4,100), and was very happy with both the transaction and the products. They have a great combination of customization and price, and start with some of the best chasis available. I\u0027m very happy with the systems.<br><br>TERRIBLE POST-SALE SUPPORT (was 3\/5 at the time):<br>Their post-sale service has been seriously upsetting. I contacted them hoping they might be able to fix a scratched screen. Instead of a helpful response, I was simply told I would have to pay as though they just didn\u0027t want to deal with me. Well, of course I would have to pay for it. I damaged the screen as a result of my own clumsiness, the system is well outside of warranty, and I never once implied that I expected them to fix it for free. I didn\u0027t get any further with followup - Malibal wouldn\u0027t provide an estimate for the repair. They just want me to ship the system to them and find out later. This is the most basic of questions I need answered before I decide to ship them my two thousand dollar laptop... Would you risk mailing your system without knowing if it would cost $100 or $1000 to fix? My experience has left me without confidence in their ability to handle a post-sale issue, and it\u0027s looking like I\u0027ll have to find someone else to fix the screen.<br><br>UPDATE 1:<br>I just want to clarify that I had an overwhelmingly positive experience with Malibal until I contacted them for help with this problem. The reason I wrote this review was to share my concerns about the post-sale service I experienced, which has soured my view of the company. The defensive and argumentative tone of my service ticket got worse almost immediately after posting this review. I rarely post reviews, and was worried I was too harsh on them. until I read the contents of my inbox after they got this. Let my experience be a warning to you.<br><br>Unless someone steps in to repair this relationship, I will have lost a favorite custom laptop builder... If this is simply a rogue agent, I would be happy to update this review once a more reasonable response is received.<br><br>UPDATE 2 (then 2\/5):<br>The tone of the emails continues to be argumentative and defensive. It is too bad, as the purchase process and product was wonderful. With the way they handled the situation, I am not confident that I could order from Malibal without retaliation from this review.<br><br>IN RESPONSE TO MALIBAL\u0027S COMMENT (finally 1\/5):<br>If Malibal actually explained everything during the support process as they claim to have below, this review would never have existed. ---Updated due to slander lawsuit threats.<br><br>I ORIGINALLY LEFT AN OVERWHELMINGLY POSITIVE REVIEW:<br>But my original rating of FIVE\/FIVE stars cannot stand. I dropped it to THREE\/FIVE when I was ignored and their terse responses made it seem like they just didn\u0027t want to deal with me. Once they saw the review, the language in the ticket became extremely defensive and seemed angry. Even before I reviewed them, I felt like I would not be able to get a screen replacement even at my cost. The communication from Malibal completely ruined my overall experience even though the product and price was great. The communication since the review has extended to threat of lawyers, so the rating goes to ONE\/FIVE.<br><br>Be sure you finish your business with them before providing anything but the most glowing feedback. <br><br><br>RESPONSE TO EDIT 2: <br>You threaten me with slander lawsuits because I called you a liar, and now you print my FULL NAME (in violation of the terms of service here at ResellerRatings), print on record a slander against my personal character, as well as calling me a liar? I removed the comment because you threatened me with a lawsuit; I made my point with the facts in the review. You simply further my point by continuing to be publicly abusive to me. My complaints are stated as clearly as they can possibly be.<br><br><br>ONE LAST OPPORTUNITY FOR MALIBAL TO SALVAGE THIS<br>This could have been resolved and you\u0027d keep the 5\/5 rating I gave you to start! In fact, if a less hateful and more reasonable person contacted me to restore the relationship (owner or manager maybe), I would likely restore the rating. If you would actually read the review, you might realize that Malibal caused that rating to drop every time you responded as you just did in the edited comment and in the service ticket. But first I\u0027m gonna need an apology for that last edit - how dare you.<br><br>--- I guess not... Malibal wants to continue \u0022fighting\u0022, calling me names, and doing everything but proving they have the best service in the industry as they claim. I have a hard time believing Malibal leadership would allow someone to write such hateful things in their company\u0027s name. The comments below speak for themselves. Folks, make your own decision about doing business with Malibal.","link":"http:\/\/www.resellerratings.com\/store\/MALIBAL\/comment\/942057#comment942057","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/MALIBAL.jpg","store_name":"MALIBAL","username":"Sokvichet","rating":"1"}, "single");){kind=link}
“Managerial Edit: This customer called in and admitted that we didn't do anything to warrant them giving us a one star customer service rating. However, they said that they expected us to apologize to them for their unprovoked attack on us and that if we apologized to them for something we didn't do, then they would restore their 5 star rating.
Well, unfortunately - we cannot apologize for something we didn't do. If we had actually done something to this customer, then we would obviously apologize and correct the situation - however the fact is... they have maliciously attacked our company for some unknown reason.
Note: this is the first and only person who owns a MALIBAL laptop to ever give us a one star rating.
Original Reply: This customer contacted us and said he broke his laptop. We simply replied and said physical damage won't be covered under warranty and that he would also have to pay the shipping, since we usually cover all shipping on warranty work. This is something we must clarify up front, so that the customer knows 100% that they will have to pay for the service.
He then asked for an estimate to fix his laptop and we said we'll need to see it before we can tell him how much it will cost. That didn't mean we would fix it, then force him to pay before he even knew how much it would cost... he could have received an estimate and then decided whether or not he wanted to get the work done - so he has absolutely no point about not wanting to send in the laptop before getting an estimate of the damages.
And, that's it. That's all that happened... he wrote this entire negative review based on these two, one-line emails that we sent him.
To review: This customer damaged his laptop by mishandling it. He then contacted us and we told him that the damage will not be covered under warranty. He replied and asked how much it will cost to fix his laptop and we said we'll need to see it before we can give an estimate. He then comes on here and based on these two emails - writes a negative review.
Please note: We have 0 complaints with the BBB in 7 years, and a 9.55/10 lifetime rating on here - so that proves we know how to take great care of customers.”