*Jozzua | The Magnificent TechnopreneurNEO Endura Laptop Woes
Posted by Jozzua on Jul 10, 2007 in Uncategorized • 57 commentsUPDATE: For More Discussions about the NEO Laptop model, please visit the Philippine Laptops Website.
My Neo Endura Laptop did not ‘endure’ its daily use. After only 8 months of use, it decided to go bust on me yesterday. I was able to watch the extended version of “Lord Of the Rings: Fellowship of the Ring” on it just a day before. When I opened it yesterday, the screen was totally blank. The laptop’s power LED was on - but nothing was showing up on screen. I hooked it up to a projector just to see if it would show anything on the screen. Nada.. nothing there.
It’s still under warranty so I just decided to have it serviced. I promptly called NEO’s tech support number. From 9AM to 12NN, I called around 5 times. There was no answer on their hotline. I called them again after lunch and finally somebody answered. I described the nature of the problem. He told me to bring it over to the service center just along Shaw Boulevard. I asked if they needed my warranty card. The tech guy explained that they just need my name and the serial number of the unit. By 3:30pm, I was at the service center.
When I got there I discovered one tech guy on the front desk working on another busted laptop. Another guy was just to my right and was on the phone. Apparently, this guy on my right was the telephone support guy. I discovered that this guy would go to their back office (which seemed to have more tech people) and leave the phones up at the front desk. It rang incessantly. Now I understand why it took me a while to get in touch with them. For a “hotline’ number, the people here sure aren’t trained to answer it effectively. They didn’t seem to have a ready script for incoming calls.
The repair guy looked at my computer and then checked the memory and the CPU. After an hour, he told me he needs to do some more diagnostics and I’ll have to leave the laptop overnight. So I signed a ‘deposit’ form.
Today I called them up to follow up on my laptop and they say that a “cable” part is busted and it will take 3 weeks for them to get it from Taiwan. In my mind, I was shouting “WTF?!!”
I was rather polite with them though and asked if they could provide me with a replacement unit in the meantime (so I could do some work). They said that they don’t do that.
Ack.
I decided I would just get my laptop’s hard drive for now as I have a lot of important files there that I need to access. I’ll get the hard drive tomorrow and insist on getting a replacement unit.
Let’s see what happens.
By the way… I can’t tell you about what I did just yet. You see involves somebody else and I have not been given permission yet to blog about it. I’ll keep you posted.
Oh man, that sucks!
elaine to the rescue!
Sorry bro but that’s why local whitebox laptops are not recommended…
[...] Migs was right. Local whitebox laptops can be a pain. [...]
next time, buy branded laptops, toshiba, acer.. ibm..
goodluck
Good day, My name is Bits and I manage the Neo service center. I apologize for your experience with us. If you could give me your serial number, I’ll see what I can do to move the repair of your unit along.
Thanks for the call bits and I appreciate that I didn’t have to wait for august to get the laptop.
[...] I was surprised to get a call from Neo Laptop Tech Support. I didn’t expect to get my Endura laptop yet - not till August. I was pleasantly told that my laptop is available for pick up. The caller [...]
Hello:
I was recently given a Neo Empriva as part of our equipment purchase from one of our company’s suppliers. I’ve had the unit for about two months and have been actually using it only occasionally. About five weeks ago, its DVD +/-R drive malfunctioned and since it was still covered by warranty, I returned it to our supplier as they were the ones who bought the unit. Our supplier was kind enough to accept the laptop and infomed us that they would likewise return it to their supplier. Now it’s been about three weeks and our supplier still hasn’t got any news about the status of my Empriva except that it’s at the factory (?). Considering the reputation of Neo Computers and your experience with them perhaps you could help me out to find out exactly the status of my laptop. I would appreciate any help you could give. Thanks in advance.
Hi All,
Sorry to steal this thread, but for future posters with Neo Technical Issues, please leave a contact number and the laptop’s serial number and I’ll check it out for you.
I have read your complaint regarding your neo laptop, unfortunately I am at present encountering the same problem as what you have experience, good for you because they have acted on your problem already, unfortunately for me, my laptop was sent back to their dealer, ADI-Asianic DISTRIBUTORS, INC. AT SM SM Shoemart, Bicutan, Barangay Don Bosco, Parañaque Branch, and void the warranty because according to them the damage was done for force/physical. and I was quoted to pay more than P18,000.00 should I decided to have it repaired.
For the information of everybody, and anyone who are planning to buy their product, THE ONLY DAMAGE OF MY LAPTOP is ONE of its USB port, one of the port’s pin bend, imagine, just one pin, IF SUCH DAMAGE WAS CAUSED BY FORCE OR MISUSE, IN MY OWN INVESTIGATION, THE WHOLE USB PORT WILL BE PUSH BACK INSIDE AND PROBABLY WILL DETACHED TO THE MOTHERBOARD, IN MY OPINION, EITHER THEY ARE TRYING TO SWINDLE ME OR TAKING ME FOR A STUPID FOOL.,,FOR THOSE who are eyeing to buy any NEO PRODUCTS, think thousand times before doing so… because there is a problem with their warranty conditions/clause. FURTHERMORE, THEY MUST BE USING SUBSTANDARD SPARE PARTS ON THEIR PRODUCTS BECAUSE MY LAPTOP WAS ONLY MORE 2 MONTHS OLD AND STILL UNDER WARRANTY WHEN THE DAMAGE OCCURRED.
I HAVE SUBMITTED THE LAPTOP TO THEIR DEALER FOR REPAIR LAST JULY 1, 2007, AND I WAS INFORMED TO PAY MORE THAN P18,000.00 FOR THE REPAIR AFTER 2 WEEKS, I DID NOT AGREE BECAUSE IT IS STILL UNDER WARRANTY AND TO THIS DAY THE LAPTOP WAS STILL IN THEIR POSSESSION, IT HAS CAUSE A LOT OF DAMAGE TO MY EDUCATION BECAUSE MOST OF MY SCHOOL WORKS AND THESIS ARE STORED IN THE LAPTOP HARDDRIVE.
IF SOMEBODY IN THIS THREAD KNOWS THIS PROBLEM, YOU CAN CONTACT MY MOM, LUZVIMINDA SUGUI, AT 09178220027, she is at present the one handling this issue.
FOR NEO MANUFACTURERS, BE REASONABLE WITH YOUR WARRANTY, ISSUING WARRANTY THEN VOIDING IT WHEN THE TIME OF ITS NEED ARISES IS CRIMINAL OFFENSE. YOU SHOULD BE RESPONSIBLE WITH YOUR PRODUCTS!!!
Hi All,
I have my NEO Endura 505GL. Its been almost a year and I did not find any problem. Warranty is already void in my machine. I have it repainted black and Orange to suit my taste. I have remove all screws while repainting it. I even upgraded my machine’s memory to run Windows Vista. I other words, this machine already suffer alot from my hands. But until now, I didn’t have any problem. The thing is, I always take good care of my unit thats why it last this long. I don’t throw my laptop on hard surfaces esp. when I’m stressed at work. One tip though, laptops are very delicate machines. If you wan’t really tough laptop machines, go for high-end or branded ones with metal casings. Those are mostly used for industrial applications. But hey, they cost like a brand new car. Any Laptop will last long as long as the user want it to. That’s that.
Cheers!
To Bits:
The serial no. of my laptop is NKM540N06J00902; it was turned over to our supplier on July 6, 2007.
My cel no. is 09063169219. Hope you can help.
Thanks again.
where can i get in touch with the neo service center? does anybody where it is or its contact nos….i want to buy an extra bATTERY for my neo endura…tnx
Hi All,
For Neo customer concerns, Neo Care can be reached at PAGE NEO (724-3636) in Metro Manila or 1800-10-NEED NEO (1-800-10-633-3636) outside Metro Manila.
Also, I would like to thank Mr. Jozzua for providing a venue for Neo Customer issue resolution.
the number just keeps ringing…im from metro mnila, wer can i buy battery for my endura?
Hi Allan,
I wasn’t able to say that the hotline is just currently operational Monday through Friday 8am-6pm. We will be going 24×7 in October. However, if you are near megamall of mandaluyong, we have a service center showroom in Megamall (Digital Playground: 4th floor bldg b cyberzone) and in Shaw Blvd (2F 431 Shaw Blvd Cor. Ideal St., Mandaluying Metro Manila).
ok. tnx for the reply, may i ask how much is the battery for the endura?
Hi Allan,
Our 6 cell batteries are 6450.
Thanks
Bits
ok tnx. ill drop by this week
Hi,
I just bought a Neo 360SXEi laptop from PC Corner last June 19, 2007 for a friend who is a paramedic in Laos. I bought it a day prior to my departure, so I haven’t got time to actually road test it.
Anyway 1 week after I bought it, the laptop developed a habit of freezing after a few minutes of use.
I’ve reformated it 4 times already and each time it seemed to have solved the problem , but afater a few hours it hang again.
Since I bought it I’ve calledt Neo IT Support 3 times already for all sorts of problems (imagined the long distance calls I have spent).
Until now it kept freezing and I already called Neo Support again and I was advised to bring the unit to their service center.
It’s really embarrasing considering I even told my friend the NEO is the choice brand for PLDT on their DSL package so most probably it’s of good quality.
Anyway let us see what happen when I get back to Manila on the 30th August.
Serial No. is NKM360SC6L02043
Cheers,
Dr. R Guadalupe
Hi,
I have this NEO Empriva 330SXEi. The problem I have with this unit is that after 6 months, it started to hang-up. Tried re-installing everything but to no avail. I tried to remove the battery. Plug-in AC supply and observed. It did better than with AC supply and battery inserted. I should bring it to the service center. Guys, did anyone of you experienced this? Appreciate if you could share…. thanks….
oh man! im abt to buy a neo empriva on sunday. now im having second thoughts…
=(
nasa gumagamit din yan, i suggest you buy branded laptops, mas matibay sya.
before i was using samsung laptops, ok naman.
right now im using acer core duo laptop. mas ok kesa sa samsung. ok na ok sya, especially this one, kase it’s casing is made from magnesium alloy.
the telephone number 7243636 is always busy…. the people in the service centre are evading customer querries
to the manager of neo service,
please prioritize all units for repair…. dont just get the serial number of one laptop computer…. its your duty to provide equal quality services to customers… by the way the line is always busy or not yet in service….
ako meron Neo endura 531NLi
spec:
Intel core-duo T2400 1.8
1 gig memory
Intel Gma 950
80 gig sata HD
built in / webcam,mic,wifi,Wlan
for only P30,000 . san pa kau. 1 month ko nya syang gamit at minsan 24 hours pa syang walang patayan. panget lang d2 e napakahina ng speaker. at lahat ayos naman, di sya initin kasi mataas ang processor. sa ibang brand ba me makikita kaung ganyan ang specs at ganyan din ang presyo?? wala.. kya I LOVE MY NEO LAPTOP
naku! buti na lang di pa ako nakabili ng endura sle. limited pa naman budget ko kaya yung pinakamura ang napili ko.
anu kaya ang next option? ung medyo affordable na branded laptop?
hope u cud share
To Mr. Bits,
I was quite wondering how come my laptop was quoted for P24, 000 when my laptop’s problem is only a distorted lcd. After calling the shaw blvd office many many times it found out that the problem is the mother board. also, i remember when it is in the safe mode, the lcd is okey but when i called the office, the tech guy said that even in the safe mode, the lcd is garbage as he told me. WHAT! And the quotation has a rocketing amount of 24,000…. with that amount i can buy a new one. I dont know what to say.
by the way i pulled-out my loptop already. tatapon ko na lang at yung 24,000 ko baka may mabili pa ko na bagong laptop or desktop….
i recommend that people should buy laptop brands which are better than NEO…..
To mr bits,
in addition to my letter, i remember when i had my laptop diagnosed by one of my computer tech friend, he told me that the problem is with the lcd lang. he even tried to use his lcd to my laptop, and it appeared that the problem is really with the lcd. he told that there is problem with the cord or cable or something to that effect. i was wondering that maybe people in the shaw repair center is doing something to laptops for repair. i am not accusing, but it appears so especially to laptops not under warranty anymore.
pls. check on your personnel there… kawawa naman ang mga customers nyo… also yung line nyo palaging busy kung di busy out of service daw…. pagnagring naman ang tagal sumagot….. service ba yan….
nakuha ko na nga lahat ng numbers nila….. to people out there na nagpaparepair sa shaw…. eto numbers ng shaw neo laptop repair…..7243636, 7252229, 7229148, 7173262….
thats all folks…. anyway thank you sa mga tech guys there… thank for trying….
Hi Carlo,
Sorry for the late reply. Can you give me your serial number and I’ll check what exactly went on with your laptop repair. Our technicians are usually very thorough before any kind of quotation is made. If this is an innacurate diagnosis, I also want to trace which of our technicians handled the repair for accountability. Thanks
To Mr. Bits,
sir, i already ordered to pull-out my laptop. i was quite disappointed. the tech guy in megamall told my sister-in-law who brought the laptop there that the worst scenario is that the problem is the LCD. To my great surprise, the tech guy who diagnosed the laptop said it is the mother board. Actually, i remember when i had my laptop checked by a laptop repair jan sa tabi-tabi, the tech guy said that it is the cable (dont know what he meant) that must be replaced, he even used another LCD and the laptop worked; the mother board of my laptop with the lcd of another, the only problem is that they do not have the cable. I really do not know what happened, why all of a sudden, the problem is worse, the motherboard. and i was quoted for whopping 24,000 for a motherboard when some brands have motherboards that cost only 15,000. I can already file a damage suit against an erring tech guy with that amount.
by the way, the serial number is NICM350H04K00158 MODEL M350H, BOR No. 5552-1.
Anyway, i tried to have my laptop be repaired by a neo repair shop believing i will get a “justified” diagnosis and recommendation, but i think i was wrong. i will have it repaired by a tabi-tabi shop nalang.
i have lots of complaints though, specially as to contacting the numbers of the shaw repair office. the tech guy also asked my email adress, cell number and my fax number but he didnt bother sending the quotation. i came to know about the quotation when i called twice. it was as if i am obliged to call time after time, that i am waiting for an absolution that will not arrive.
haaay……
but i think all is moot and academic because i am pulling out my laptop and i will pick it up this afternoon in megamall neo repair.
thank you sir.
Folks,
I just have reserved for a NEO ENDURA 540SLI. Low in budget lang kasi, and reading all your comments, oh my, i am having a second thought. Except for one guy who said that his NEO is okay…
ano ba talaga? di nga ba talaga okay ang NEO?
I browsed on line to learn about NEO laptops. I plan kasi to buy one two days from now but based on the HORROR stories I’ve read…no thanks, NEO. You won’t get a single cent from my hard-earned money. To tell the truth, I was at first pleasantly surprised with the NEO website especially when I read about customer support, that listening to their customers is very important. However, I have to listen to the the ones who have actually road tested NEO laptops. The reason I clicked on Jozzua’s site. My gratitude to Jozzua and to all those who bothered to leave their comments. You were all great help. You helped me make a better choice. I’d rather buy ACER or ASUS na lang with the money I’ve saved up for a NEO. Actually, I currently have a Compaq Presario old model nga lang and very bulky, impractical going to work daily… that’s why I got interested in the slim NEO. But…what’s 20thou more buying a branded laptop than getting a cheap NEO that calls for customer service replacements and repairs reaching the stratosphere…Thanks ulit Jozzua
Hi All, If you haven’t been contacted by any of our Neo representatives for issue resolution, please feel free to shoot us an email at inquiry@neo.com.ph. Thanks all for your feedback.
I have just bought a neo laptop last september 6,2007, and i havent encountered a problem with the unit yet but actually the problem is that about the warranty of the unit I have registered the unit for warranty on neo laptop but it responded an error pls help tnx
Hi!
I stumbled on this page, because I was looking for reviews regarding NEO. I have been planning to buy a BLUE laptop, since I have personally tried and tested BLUE’s performance in my events in the gaming industry. But, after my father’s convincing, I was agreed to purchase a NEO laptop, until I experienced what I call their ‘finest’ customer service.
Let me jot down what I’ve experienced:
1. I gave the NEO sales rep my business card at Megamall and he promised to update me regarding the availability of the laptop that I’m looking for - NEO 601 RVP. Instead of him doing the follow ups, I’m the one calling him every now and then to get feedback.
2. This NEO sales rep sends me text quotes on the cellphone, instead of updates about my laptop. Very professional, indeed.
3. This NEO sales rep tells me that he will update me the following day, but I waited for a week - and again, I had to call him up to get an update regarding the availability of the unit, to which he replied, “A-hehehe… Sorry po ma’m. Hindi pa talaga e. Wala pa kasi boss namin.” Look, if you say that you’re going to update the following day, then you damn well should. If you can’t do it yourself, then turn it over to someone who can. DO NOT IGNORE YOUR CUSTOMERS.
4. When I got fed up with this sales rep’s customer service (he even got my Yahoo ID, so that he could easily give me an update - which I found useless, because he doesn’t anyway), I called up NEO’s custcare support, only to get this, “Ay, tawag nalang kayo mamaya. Kumakain pa sila.”
So there you have it. NEO reps, if you are reading this, why should I even bother purchasing your laptop with this kind of service? As YOUR customer, I find it insulting that I should have to run after your reps, who PROMISE to update, for a simple information.
Good day Mam,
Would you have happened to get the name of the people who you talked to? This is a very serious matter. Field Sales is another department, but I can give feedback to their manager.
Thanks
Bits
Also, if you could give us the number that you called, we can try to trace the representative who answered your inquiry.
Thanks
bits
Hi Bits,
Is there an email where I can reach you? I don’t think that it would be a pleasant experience to post the name of the field sales rep online. Even if he was really frustrating, not to mention annoying, I’m not that mean to ‘destroy’ his reputation.
I didn’t get the name of the person who answered the phone, but the number I called is (+632) 724.3636 (PAGE NEO) within Metro Manila - the one written on your website: http://www.neo.com.ph
The only time I was able to get a decent answer is when I pmed (through YM) myneohelp.
hi
im planning to buy my friends neo gl31
covered pa ba ng warranty 2?
tska wala na sa kanya mga drivers, pano ko madodownload sa net drivers niya?
im afraid kasi and daming bad comments dito.
this is my first time to buy neo mura kasi pero nagdadalawang isip pa rin ako, baka mamaya magkaproblem neo ko tapo smahirapan ako ipagawa to
wahh im planning to buy neo laptop this week but after reading this im having second taughts, Neo is one of the the cheapest with high specs laptops i’ve seen upon browsing the net, sad to say customer support sucks.. ill settle for another brand.. thanks to all comments
One thing. if your planning to buy laptops or something consider this: (nakita o lng sa isang forum yet useful and applicable sa lahat ng tech gadgets..)
things to consider:
1. ilan years ang warranty?(should be minimum of 1 year)
2. may ONLINE SUPPORT ka ba na maa access kung sakali sa mga patches at drivers update?
3. pag sakaling nasira ba e malapit ka lang ba sa authorized service center o baka naman magcommute ka pa ng malayo at maghanap ka pa!
4. e ang tecnical support 24/7 mo ba matatawagan?
kung oo ang sagot mo sa mga yan e go ahead buy it! pero kung hindi e sa branded ka na lang tol, like toshiba, dell, acer, hp, compaq etc
Thanks for all the info guys. Was planning to buy the latest laptop from Neo, a CORE 2 Duo, but because of your comments, Di bale na lang. Do you think MSI is better? Medyo malapit presyo nito e. Thanks again.
hi i bought the neo 531nle
at first win xp pro sp2 is installed
tpos i installed nba live 2007
gumana siya!!!!
afterwards nilagay ko ipod ko and installed some software but my virus ako na napindot,, hindi ko pa naiinstallan ng anti virus at tuwing iinstall ko antivirus kinacancel niya that’s why i decided to reformat the laptop, after formatting and installling all drivers, i installed again the nba live but this time ayaw na niya gumana, lumalabas na yung send report etc. etc,
i’ve formatted my laptop 3 times but still nba live doesnt work anymore na. i bought this laptop kasi gumagana yung nba and mabilis pero bakit ayaw na..
im so disaappointed pls help me guys
**grabe.nagpnta ko ng mall kanila coz i was planning to buy a laptop. may nakasale na acer mga 38,000? kaso nakita ko un neo na…40,000 windows vista na 80gb. so i decided to take alook at it. grabe todo pilit un sales rep so in short nagustuhan ko talaga,buti nalang di natuloy ang pagbili.nagka time ako para matignan tong site na to salamat talaga..hulog kayo ng langit hehe..baka isa narin akong namromroblema ngayon..
Thanx to jozzua for making this forum.
you saved me a lot of money. I was about to buy a NEO laptop when i ran across your page. I guess getting a cheap laptop such as neo means getting a cheap service and product.
I was really happy when someone told me about neo, about it being cheap and everything. But with what i have just read, i felt frustrated because not only would i get a second grade product, id also have to run after your service tech. what could be more annoying than feeling cheated in parting with my hard earned money and going after service people whod hide away and swindle you.
Mr. Bits, i hope that NEO company pays you alot.. cause youll be having more headaches than your CEO. cheers!
I’m really planning to buy a Neo Laptop because it’s cheap. A friend told me it doesn’t matter what the brand is for as long as the battery is good. If I weigh things however, the negative comments far outweigh the good ones. Now I’m having my doubts about Neo. Help me please! I’m low on budget but I need a brand new laptop for my research work. Yet I don’t want to buy something that easily bags down. What should I do?
To all neo user, I bought my Neo laptop only last May and fortunate enough I havent encountered a problem yet, I think it all depends on how we take good care of our personal belonging, and word of advice it’s just a machine and it’s prone to wear and tear theory. oftentimes I encountered some hang ups but I just turn off the power, voila like Lazarus, it comes back to life, cellphone gadgets like that too.you just need to shut its power down.its like disensitizing them first till the machine gets used to it and it won’t give you no headache at all, I have tried it and it’s effective
Hi All,
Again, we would like to thank Mr. Jozzhua for providing this venue for Neo customers and prospective Neo buyers. And again, for those who have posted problems here who have not been personally contacted for resolution, please contact us a 724-3636 or email us at care@neo.com.ph. Please rest assured that we are monitoring this site as it allows us to find ways to improve our service and work with customers with unresolved issues.
[...] think the difference is the quality of after sales support. Take a look at Jozzua’s website and you will see the amount of talk going around about Neo’s tech support. Take a look at [...]
Hello you guys!
It’s scary to read all your complaints. I bought my Neo laptop last May, and so far, it has only been the LAN that I had a problem. Nasunog dahil sa kidlat…So I had to buy a router and am using wireless for internet connection. Am here kasi in Mindanao now. I was planning to bring my unit for repair when taking another vacation there in Manila again. But hearing from you guys, I think I will spend more having it repaired there…Anyways, thanks for all the feedbacks! Iingatan ko na lang to. Sna naman humaba pa ang buhay!
this is the problem with most people. they will and want to expect a unit to perform flawlessly without a single hitch. but guess what? they are not willing to spend! everything has its price! your KIA budget will not buy you a FERRARI performance! how can a p20k laptop measure up with a same specs p40k unit? ofcourse they have to cut corners!
granted some units are lemon. but don’t expect them to replace your unit outright. ofcourse they still need to check the problem of the unit first! and usually warranty covers repair not replacement. and ofcourse physical damage voids warranty! any idiot knows that. say you happen to buy a lemon toyota car, you think you can just return it and say “hey this car is defective, give me a replacement now!” good luck!
and if all else fail? buy a MAC BOOK PRO!
come to think of it, it’s all a numbers game!
defective units average about 7% of total sales. if you sell more, then you will surely come up with more defective units. so if brand x has about 7 defective units and sells only 100 units as against Neo getting 70 defective units but sells about 1000 units, well guess what? the same 7% defective rate.
waaah… im planning to buy n the pink neo empriva laptop s saturday, prang ngkaron me 2nd thought… help nman.. 40k lng budget ko, can u suggest a good laptop? thanks
Hello everyone, this thread has gotten longer than I expected. I’m dedicating a new website for all Philippine laptop related discussions and closing this thread. Please post your comments and questions there from now on.
Hi everyone, Nicole left an interesting comment over at the new Philippine Laptops website:
“I would like to give an update to the post that I made over a month ago. Here is my recent experience with NEO’s service:
To: NEO rep,
I am very disappointed that after our email conversation, NEO’s service still falls short…”
You guys might be interested to read it. You must leave a comment on the Philippine Laptop website to be able to see follow up comments. Thanks.