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<p>
Below are emails between Alvio and myself regarding my laptop. My father died in a work related accident, and from the settlement money I bought this laptop. I knew it wouldn't be likely I would be able to buy another laptop for a long time, so I insured my purchase by also purchasing the extended 3 year warranty. Well, Alvio has yet to honor this warranty, and I don't have physical possession of the laptop anymore.</p>
<br>
<div class="quote">
Date: 3/21/08<br>
From: sales@alvio.com<br>
Your RMA request form has been submited to our RMA department.
<br><br>
The following information has been submited:
<br>
Your email address: ...
<br>
Customer Number:
<br>
Order Number: 48248
<br>
Contact phone number: ...
<br>
Contact Method Requested: Email
<br><br>
Your Message:
<br><br>
Looks like my power supply stopped working. And just before that the video started corrupting. Pushing on the keyboard would sometimes remove the distortion. 3d games were impossible to play.
<br><br>
One of our service reps will contact you regarding this matter within 24 hours. If for some reason you don't hear from us after 24 hour period, please call our RMA department at 1.800.552.4204
<br><br>
Thank you,
<br>
Alvio Inc.
<br><br>
www.alvio.com
</div>
<br>
<div class="quote">
Date: 3/21/08<br>
From: sales@alvio.com<br>
Your RMA request form has been submited to our RMA department.<br>
<br>
The following information has been submited:<br>
<br>
Your email address: ...<br>
Customer Number:<br>
Order Number: 48248<br>
Contact phone number: ...<br>
Contact Method Requested: Email<br>
<br>
Your Message:<br>
<br>
Oh and the battery doesn't take a full charge anymore.<br>
</div>
<br>
<div class="quote">
Date: 3/27/08<br>
From: serge.gulyayev@alvio.com<br>
Hello,<br>
<br>
<br>
<br>
Judging by our records, the products on your order are out of warranty. We would be happy to upgrade you if you let us know which components you like. Please let us know if you have any questions.<br>
<br>
<br>
<br>
Sincerely,<br>
<br>
<br>
<br>
Sergey Gulyayev Online Sales Manager<br>
<br>
Toll Free: 800-552-4204 ext 211<br>
<br>
MSN ID: serge.gulyayev@sbcglobal.net<br>
<br>
Skype ID: customer-support-team1<br>
<br>
Local: 216-663-5880 ext 211<br>
<br>
Fax: 216-663-5881<br>
<br>
Email: serge@alvio.com<br>
<br>
<br>
<br>
Over 12 Years of experiance<br>
<br>
<br>
<br>
<img src="http://www.alvio.com/image_resize.aspx?image=745.jpg&height=70&type=manufacturer"><br>
<br>
www.alvio.com <br>
<br>
<br>
<br>
CONFIDENTIALITY NOTE: This electronic message and any attachments may contain privileged and confidential information intended for the named recipient(s) only and is protected by law. If the reader of this message is not the intended recipient(s), you are hereby notified that you have received this document in error and that any use, disclosure, distribution, copying, printing, or the taking of any action in reliance on the contents of this electronic message is strictly prohibited. If you have received this communication in error, please notify the sender immediately by reply message and then delete the electronic message and any attachments. <br>
</div>
<br>
Don't knock Serge. He has 12 years of experiance.
<br><br>
<div class="quote">
Date: 3/27/08<br>
To: serge.gulyayev@alvio.com<br>
Serge,<br>
<br>
I bought the 3 year extended warranty. Below is my invoice.<br>
<br>
------------------------<br>
<br>
COMPANY INFO: ORDER INFO:<br>
<br>
Alvio<br>
4364 Cranwood Parkway<br>
Warrensville Heights, OH, 44128<br>
Contact phone: 800.552.4204<br>
#ALV-48248<br>
<br>
date: 04/14/2006<br>
<br>
BILLING INFO: SHIPPING INFO:<br>
Name: Scott Sibley Name: Scott Sibley<br>
Company: <br>
Company: <br>
Address 1: ... Address 1: UMHB Station Box 8151<br>
Address 2: <br>
Address 2: <br>
City, State, Zip: Troy, TX 76579 City, State, Zip: Belton, TX 76513<br>
Bill to phone: (254) 295-4361 Ship to phone: (254) 295-4361<br>
Company phone: <br>
<br>
<br>
Email: ... <br>
<br>
<br>
PRODUCTS ORDERED:<br>
products in your cart quantity unit price total<br>
MSI MS1039 AMD Mobile Technology 15.4" ATI® RS 480M ATI Radeon® X1600 256MB 1 2008.43 2008.43 <br>
* MSI MS-1039 Barebone AMD Mobile 15.4" WSXGA DVD+/-RW ATI X1600 256MB (Anti-Glare Screen)<br>
* Turion 64 mobile MT-40, 2.2Ghz, 1mb cache, 754pin, 25W<br>
* 2GB (2X1GB) Crucial SODIMM 1GB PC 3200 DDR400 Non-ECC<br>
* Seagate Momentus 120GB 8MB 5400RPM ATA<br>
* Super-Multi Drive supports DVD RAM<br>
* MICROSTAR, MP54GBT2 Combo Wireless-G + Bluetooth Adapter, IEEE 802.11b/g 11/54Mbps, MiniPCI (for MSI n/b only)<br>
* LAPTOP, Built-in 6-in-1 SD/MMC/MS/MS-Pro/XD/SM Media Card Reader<br>
* External USB Sound System with Noise Cancellation Headphones<br>
* Antec NoteBook Cooler System Pearl<br>
* Intergrated Digital Camera<br>
* Targus Top-Loading Notepac Case<br>
* MICROSTAR, Extra AC Adapter, 65W (MSI 1003/1012/1013/1016/1032/1035/1047 n/b only)<br>
* TARGUS, PA075U Mobile Docking Station, USB 2.0, Universal<br>
* Please Make A Selection!<br>
* Please Make A Selection!<br>
* Alvio 3 Year Warranty<br>
<br>
Subtotal: 2008.43 <br>
Shipping Charges: 25.34<br>
Tax: 0.00 <br>
TOTAL: 2033.77 <br>
<br>
Your order is complete. Our customer service will be in contact with you should there be any deviation from normal delivery timeline<br>
<br>
<br>
Your order is complete. Our customer service will be in contact with you should there be any deviation from normal delivery timeline. If you are buying part or parts that do not need to be assembled our normal time is 2 - 3 working days before the shipment is going to be shipped.<br>
<br>
If you are buying part or parts that do need to be assembled our normal time is: 5 - 7 working days before the shipment is going to be shipped.<br>
<br>
With questions on tracking contact our Customer Service, phone number is: 800.552.4204 or goto: http://www.alvio.com/contact_form.asp<br>
<br>
With questions on sales (pricing) goto: http://www.alvio.com<br>
<br>
Thank you for your order. More on shipping<br>
</div>
<br>
My laptop is actually 17". The MS-1039 was a mistake, among several I made. I made and cancelled several orders before I finally decided on something. Yahoo stopped storing those old emails, however, and above is the only electronic proof of purchase I have left; I would have a snapshot of the invoice, but it's in storage at the moment. One thing that never changed was the 3 year warranty. I wanted insurance for as long as possible. Another thing that never changed was the relative price range. It varied little between orders.
<br><br>
<div class="quote">
Date: 3/27/08<br>
To: serge.gulyayev@alvio.com<br>
Actually, I have 3 separate orders here. I can't remember why. I only bought one laptop. I think it had something to do with canceling an order because I chose the wrong hard drive. Anyhow, it's one of these three orders.<br>
<br>
48248<br>
48295<br>
48312<br>
<br>
The latter is the newest, so I think it's that one. They all have the warranty in the invoice.<br>
<br>
Regards,<br>
Scott Sibley<br>
</div>
<br>
<div class="quote">
Date: 4/1/08<br>
To: serge.gulyayev@alvio.com<br>
Any word?<br>
</div>
<br>
<div class="quote">
Date: 4/4/08<br>
To: serge.gulyayev@alvio.com<br>
Serge,<br>
<br>
I ordered a 3 year warranty 2 years ago. My math says my laptop is still under warranty. I may have plugged in the wrong order number in my original RMA request, so I'm assuming that's the problem. Should I open another RMA request?<br>
<br>
Regards,<br>
Scott Sibley<br>
</div>
<br>
I know the orders all have the same warranty, but I found this rhetoric to be suitable for the situation.
<br><br>
<div class="quote">
Date: 4/5/08<br>
To: serge.gulyayev@alvio.com<br>
Hello?<br>
</div>
<br>
<div class="quote">
Date: 4/5/08<br>
To: online@alvio.com<br>
Hi.<br>
<br>
I'm not getting a response from Serge. I'm guessing he's on vacation. I'm trying to RMA my laptop.<br>
<br>
Order #ALV-48312<br>
<br>
I think I messed up my original RMA request and put in the wrong order number. Serge said my warranty was out of date,<br>
which is impossible as I bought the 3 year warranty with my laptop 2 years ago. The laptop is not usable in its condition.<br>
The video corrupts, the power supply died, and the battery doesn't charge anymore.<br>
<br>
Let me know what I need to do please.<br>
<br>
Regards,<br>
Scott Sibley<br>
</div>
<br>
I emailed a defunct email address that is listed on BBB's information for Alvio. All of BBB's emails to Alvio are probably being emailed to this address. Alvio's BBB rating is abysmal.<br>
<br>
<div class="quote">
Date: 4/5/08<br>
From: mailer-daemon@googlemail.com<br>
This is an automatically generated Delivery Status Notification<br>
<br>
Delivery to the following recipient failed permanently:<br>
<br>
online@alvio.com<br>
<br>
Technical details of permanent failure:<br>
PERM_FAILURE: Gmail tried to deliver your message, but it was rejected by the recipient domain. The error that the other server returned was: 550 550 <online@alvio.com>, Recipient unknown. We recommend contacting the other email provider for further information about the cause of this error. Thanks for your continued support. (state 14)<br>
<br>
----- Original message -----<br>
<br>
Received: by 10.114.110.12 with SMTP id i12mr4323616wac.73.1207444813874;<br>
Sat, 05 Apr 2008 18:20:13 -0700 (PDT)<br>
Received: by 10.115.54.16 with HTTP; Sat, 5 Apr 2008 18:20:13 -0700 (PDT)<br>
Message-ID: <cb4d391b0804051820x17a156e7q85d9c5be2c54707f@mail.gmail.com><br>
Date: Sat, 5 Apr 2008 20:20:13 -0500<br>
From: "Scott Sibley" ...<br>
To: online@alvio.com<br>
Subject: My RMA and Warranty<br>
MIME-Version: 1.0<br>
Content-Type: multipart/alternative;<br>
boundary="----=_Part_12832_29181063.1207444813865"<br>
<br>
------=_Part_12832_29181063.1207444813865<br>
Content-Type: text/plain; charset=ISO-8859-1<br>
Content-Transfer-Encoding: 7bit<br>
Content-Disposition: inline<br>
<br>
Hi.<br>
<br>
I'm not getting a response from Serge. I'm guessing he's on vacation. I'm<br>
trying to RMA my laptop.<br>
<br>
<br>
----- Message truncated -----<br>
</div>
<br>
<br>
Ok that didn't work. I retrieved an email address from Alvio.com's website.
<br><br>
<div class="quote">
Date: 4/5/08<br>
To: sales@alvio.com<br>
Hi.<br>
<br>
I'm not getting a response from Serge. I'm guessing he's on vacation. I'm trying to RMA my laptop.<br>
<br>
Order #ALV-48312<br>
<br>
I think I messed up my original RMA request and put in the wrong order number. Serge said my warranty was out of date,<br>
which is impossible as I bought the 3 year warranty with my laptop 2 years ago. The laptop is not usable in its condition.<br>
The video corrupts, the power supply died, and the battery doesn't charge anymore.<br>
<br>
Let me know what I need to do please.<br>
<br>
Regards,<br>
Scott Sibley<br>
</div>
<br>
<br>
I'm a pretty calm guy, but by now I'm starting to get frustrated.
<br><br>
<div class="quote">
Date: 4/16/08<br>
To: sales@alvio.com<br>
Hi.<br>
<br>
Well apparently you people are ignoring me! My laptop is still under warranty. Please let me know what you are going to do.<br>
</div>
<br>
<br>
That woke someone up. Perhaps not for the best though.
<br><br>
<div class="quote">
Date: 4/23/08<br>
From: serge.gulyayev@alvio.com<br>
Hello,<br>
<br>
<br>
<br>
Please send us the notebook back so that we may take a look at it. Please let me know if you have any questions.<br>
<br>
<br>
<br>
Write the number CO-7740 clearly on the outside of the package & send me tracking number when you have it. Thank you.<br>
<br>
<br>
<br>
Att: CO-7740<br>
<br>
4364 Cranwood parkway<br>
<br>
Warrensville HTS, OH, 44128<br>
<br>
<br>
<br>
Sincerely,<br>
<br>
Sergey Gulyayev Online Sales Manager<br>
<br>
Toll Free: 800-552-4204 ext 211<br>
<br>
MSN ID: serge.gulyayev@sbcglobal.net<br>
<br>
Skype ID: customer-support-team1<br>
<br>
Local: 216-663-5880 ext 211<br>
<br>
Fax: 216-663-5881<br>
<br>
Email: serge@alvio.com<br>
<br>
<img src="http://www.alvio.com/images/imgLogo_new.jpg"><br>
<br>
Over 12 Years of experiance<br>
<br>
www.alvio.com <br>
<br>
CONFIDENTIALITY NOTE: This electronic message and any attachments may contain privileged and confidential information intended for the named recipient(s) only and is protected by law. If the reader of this message is not the intended recipient(s), you are hereby notified that you have received this document in error and that any use, disclosure, distribution, copying, printing, or the taking of any action in reliance on the contents of this electronic message is strictly prohibited. If you have received this communication in error, please notify the sender immediately by reply message and then delete the electronic message and any attachments. <br>
</div>
<br>
<div class="quote">
Date: 4/29/08<br>
To: serge.gulyayev@alvio.com<br>
Serge, I'll be sending this tomorrow, the 30th, just so you know. My car has been in for repairs so I haven't had a chance to go by Fedex yet. I'll be sure and send the tracking number when it's shipped.<br>
<br>
Thanks!<br>
</div>
<br>
<div class="quote">
Date: 5/2/08<br>
To: serge.gulyayev@alvio.com<br>
Shipped.. Tracking number is Fedex: # 045771710046253<br>
<br>
Thanks again!<br>
</div>
<br>
<br>
I normally practice patience when dealing with companies, so I gave them a little while before asking about the RMA.
</br></br>
<div class="quote">
Date: 7/28/08<br>
To: serge.gulyayev@alvio.com<br>
How's my laptop looking?<br>
</div>
<br>
<br>
No more patience. They're ignoring me again.
</br></br>
<div class="quote">
Date: 8/28/08<br>
To: serge.gulyayev@alvio.com<br>
Hello? It's been months since I sent the laptop to you guys. Is there an ETA when it might be finished?<br>
</div>
<br>
And nothing in return. I have continued to email Alvio with the same results. I even called, but they never returned the call. I think they repaired the laptop and sold it to be honest.
<br><br>
Here is a screenshot of the tracking information for the RMA shipment I sent out.<br><img width="99%" src="images/alvio_rma_tracking.png"><br><br>
Here is an attempt to encourage Alvio to expedite the status of my RMA.<br><br><img width="99%" src="images/alvio_rma_tracking_signature_request.png"><br><br>
Here is the <a href="files/Alvio Proof of Signature.pdf">proof of signature</a>.<br>
<br><br>
<a href="http://blog.cleveland.com/metro/2008/06/microsoft_sues_alvio_corp_for.html">Microsoft sues Alvio Corp.</a><br>
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