Neo Laptop Tech Support
UPDATE: For More Discussions about the NEO Laptop model, please visit the Philippine Laptops Website.
Today 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 even asked me for feedback on the technical support I received - which surprised me. At the back of my head I was thinking..."Did Neo actually have its own call center to follow up on customers?"
So I basically told him about my Neo Tech Support experience. I also told him that I am a blogger and I basically ranted what I felt online. He was good enough to listen and even assured me, "If you have any more problems with your laptop, e-mail me." He then gave me his email.
That left me wondering. "Wow. What was that all about?"
As I checked by blog, I also saw the comments from Neo Tech support. It seems that the Neo tech guys (hello there!) read my post. I wondered how they found me.
Then I checked something... I searched "Neo Laptop" on Google. I saw this.
Apparently, my blog comes up on the first page when people search for "neo laptop". My rant on the Endura was at the 7th spot - not on top but visible enough for potential customers to see. Could this be how they found me? My blog was unintentionally Search Engine Optimized (SEO) for this?
Anyway, kudos to NEO tech support for reacting quickly. They must be very concerned with their online image. At least they are doing something about it, unlike other big companies who seem to not care about online branding.
Thanks Bits.
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July 22nd, 2007 - 16:48
I also own a neo laptop. i’ve heard or read some horror stories about neo. I just hope that i won’t encounter one.
July 24th, 2007 - 17:42
i was supposed to have bought a neo laptop last February 07, as i was searching for a good laptop for my 30k. a dream, you say? i asked binky (a former boss known also to jozzua) and he recommended that i purchase an asus instead. i heeded his advance and i’m quite happy with it. maybe i just heard too many horror stories about the neo laptop. they said tech support was impossible after it is sold. a friend at the office brings his neo to work everyday and he swears it’s a great machine. i guess you can’t judge something until you’ve tried it. hey jozzua, tell me if it works ok. i just might get a neo for my wife.
July 26th, 2007 - 23:44
bili ka na ng mbp na kasi ^^….
you’d get a ton more millage out of even the base macbook given how creative you are.
July 27th, 2007 - 09:13
Mike, I was really tempted. I almost did get an MacBook Pro.
August 1st, 2007 - 06:23
Dear MR. ARPEELAZARO,
i read your message just now, and CONGRATULATIONS FOR NOT BUYING A NEO BRAND LAPTOP, otherwise, you might be encountering the same problem as I am till this day…, I REGRETTED BIG TIME… BUYING NEO CORE DUO, WHAT YOU HEARD ABOUT THEIR TECHNICAL SUPPORT IS TRUE, AND EVEN THEIR WARRANTY IS A NIGHTMARE!!!
MY MOM GOT SHOCKED WHEN SHE WAS QUOTED FOR P18K + JUST FOR THE REPAIR OF USB PORT PIN, IMAGINE, A 2 MONTH OLD, P45K LAPTOP AND A REPAIR OF P18K, THEY VOID THE WARRANTY AND CLAIMING THAT THE DAMAGE WAS CAUSED BY FORCE OR IN THEIR TERM, “PHYSICAL DAMAGE” The “RUMORS” you heard were not RUMORS, they are true and I CAN ATTEST TO THAT,
in fact… My MOM WROTE A COMPLAINT TO THE CONSUMERS WELFARE OFFICE OF THE DEPARTMENT OF TRADE AND INDUSTRY regarding this matter… and they will meet tomorrow, august 2, 2007 at the office of the Consumers Welfare Group located at the City Hall of Parañaque.
JUST A LITTLE WORD OF KINDNESS I CAN SHARE TO YOU….
“DON’T EVEN THINK ABOUT BUYING A NEO LAPTOP FOR YOUR WIFE, IT WILL CERTAINLY CAUSE YOU & YOUR WIFE PROBLEM.
August 1st, 2007 - 06:57
Jennylyn, please do not use too many ALLCAPS. Some people, like me, don’t really like it. Using ALLCAPS online is considered as ’shouting’. Just state your point. I’m sure people will read it.
August 1st, 2007 - 10:50
well, your product will always speak for itself. thanks ms. jenelyn sugui for the information.
August 1st, 2007 - 20:49
CAPLOCK… hurts my eyes…
Maybe that is what broke the usb port.
August 12th, 2007 - 22:29
could you please send me the email of bits, i bought their 41,000 laptop,its running good but if it ever crashes at least i know who to email,honestly i am saving for branded ones,but when i saw that this 572SVBx which was a lot cheaper and sports the specs that i needed,i bought it right away,i was from SONY SCEA’s VAIO tech support,and i can honestly say this is better off than the 2,000$ SONY laptop that i was saving for…any way hoping to get feedback,is ur edura still working?
August 14th, 2007 - 13:11
whats the neo tech support phone number here in the philippines and do you know the website of neo?
August 16th, 2007 - 07:10
Ringo, it’s neo.com.ph. Tech support number should be under you Neo Laptop. I don’t know the actual coz I don’t have a neo laptop anymore.
August 29th, 2007 - 07:32
i got a free neo laptop from PLDT tayuman last july 15, 2007 and immediately i installed all the softwares and i discontinue using it because i have a better laptop which in a compaq. i have to go to cebu to attend our business and i asked them to LBC the neo laptop and i received it july 29,2007. i used it for the second time and it went dead on me. i made several calls in neo manila asking to where the service center in cebu is. they said it was thinking tools. i surrendered it to thinking tools last july 30,2007 and asked me to wait 3 week because they have to send it back to manila. i have no choice but to say yes. I got the neo back august 18, 2007 and brought it home. after an hour using it, it went dead again. the same problem after they repaired it. they even said they replaced the motherboard. so the day after is sunday i have to wait till monday to bring it back to thinking tools. i went calmly back to thinking tools. they told me they will be sending it back to manila. and i said “hell no”. ive talked to PLDT cebu, thinking tools, neo, and unison which is the distributor of neo in PLDT. and you know what i spent my 9 to 5 doing the legwork for this laptop. The day ended and i left the laptop in thinking tools. the next day august 20, 2007 i went to thinking tools and they just replaced the ram of the laptop and everything is all good. i asked myself why did they replaced the motherboard in anila if the problem was the ram. we tested the unit and now the webcam is not working. they asked me again to come back tom because they will fix it there. still having no choice i agree. August 21,2007 i went back to thinking tools and they said they cant fix it. they have to send it back to manila. immediately i took my laptop back and went to dti to report this incident. DTI asked me to make a letter and have it received. so i did. the body of my letter were as follows:
This is regarding the free laptop that I have received during your MyDSL BIZ PC promo. I have received the laptop last July 10, 2007 bundled with a Biz Entrepreneur plan, and started to use it only on July 21, 2007 and on July 28, 2007, on that day it already showed its defect. I have brought the unit to thinking tools as they were the authorized service center here in Cebu. I have waited almost 3 weeks to get it back (August 18, 2007) and when I got home I only used it for 2 hours and the same defect happened again. Again I sent it back to thinking tools and they said they will fix it here in Cebu to avoid the 3 weeks repair lead time. I took back the unit today from thinking tools because of the advice that they will be sending it again to Manila.
I am now seeking your attention because I think that no customer deserve this inconvenience and that the product itself lacks quality. I am not saying that NEO laptops doesn’t deliver quality but this product that I received obviously lacks it. With this I demand that the unit be replaced.
Thank you and God Bless
i decided to address it to PLDT because they are the one i have transacted in the first place. they received the laptop and the letter. now again i have to wait. and now i dont know till when.
i received a phone call from derwin of neo last august 24,2007 he said that he will be sending my laptop back but i said no because i want a new one. i used the laptop twice for cheaps sake and it alreadt had repairs numerous times and the latop spent time being service more than t is being used. Darwin said that he will have to talk to someone else in order to decide. i asked for a his number to follow up and he gave me a 1-800 number which is under service when i tried calling. Today is August 29,2007 as i havent received the unit yet. wish me luck on this one
August 29th, 2007 - 10:22
I have a NEO laptop, a gift from a friend. It’s been working fine all these 2 years. The only problem I have today is its battery pack that went dead months ago.
September 3rd, 2007 - 10:13
my case maybe an isolated one. but still its Sept. 3,2007 and i still haven’t received my replacement laptop
September 12th, 2007 - 08:20
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.
September 12th, 2007 - 12:17
its sept 12 and finally i got the replacement laptop from neo. the box is new but the unit looked like it was my old one. they informed me that they have replaced it according to my demand but they were just full of crap. who would believe that the unit is new when the serial number from the box is different from the unit. the box even states that the unit is celeron but the actual unit inside is pentium m. Neo is by far the most inconsiderate company ive ever known. and bits if ever u r reading this and the other messages ive posted i have nothing to say but you guys suck bigtime
September 12th, 2007 - 12:19
anger is an understatement to what im feeling right now. i just hope that the welfare division of DTI can help me.
September 26th, 2007 - 05:07
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.
October 4th, 2007 - 05:27
Hello everyone, I’ve dedicated a website on Philippine laptop discussions. Please continue your questions and comments there. I’ll close this comments thread.