Kingdel Brand Ultrabook Laptop Computer: Chat with Aliexpress Customer Service 2

Hi Sir/Madam,

Thank you for contacting AliExpress.   If you have any further question, please visit our Help Center at http://www.aliexpress.com/help/newContactUs.htm

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Kingdel Brand Ultrabook Laptop Computer: The Real Story

If you came across this product on Aliexpress (or any other store) please DO NOT buy it! First read about my experience. I decided to tell my story so others could avoid all the hassle I went through.

The same story is told on two versions, Short and long (with details).

On November 11th, 2015, I bought an ultrabook published as “Intel i7 5th Gen. CPU, Kingdel Brand Ultrabook, 13.3″ Laptop Computer, 8GB RAM+128GB SSD, 1920*1080, HDMI, 8 Cell Battery” on Aliexpress.

I added some extra stuff so the conversation with the seller went like this:

Brett Ming – 2015-11-11 03:55:35

thanks for your order.

1, 256GB SSD costs extra USD42 more than the 128GB SSD one, I added USD42 in the order, you can pay it now.

2, it can come with AU Power adapter.

3, ok without kingdel brand on top.

4, it can have Windows 10 in Spanish, but the Operating System is not licensed but activated, it is OEM cracked version.

Regards

 

Me – 2015-11-11 04:20:38

thanks, Please install Win 10 in ENGLISH, not Spanish 🙂

Reminders:

  1. 256 SSD
  2. AU power cord
  3. No kingdel brand
  4. win 10 EN

thanks!

 

Brett Ming – 2015-11-11 04:31:18

ok, got it, thanks,

it will be shipped out within 2 days after your order passes aliexpress verification successfully.

Regards

 

OK, so I finally spend USD $ 642,32 for it.

I shipped it to Spain, where my parents live. Estimated Delivery Time was 3-7 Days, and it arrived on time. One month later they were coming to visit, so I got the PC one month later. I started using it at the end of January 2016.

By that time I found out two finger scrolling on the mouse did not work. So I asked the seller about it:

Me – 2016-01-28 07:18

Hi. I cannot mouse scroll with 2 fingers. I installed synaptics drivers with no success. Do you know how I can get the mouse to recognize 2 finger scrolling?

Brett Ming – 2016-01-28 19:11

Please reinstall the Operating system.

Regards

Me – 2016-01-29 05:15

Thanks, I will try that. But, do you know if this laptop supports multi-finger commands?

Brett Ming – 2016-02-02 05:10

am not sure about this, sorry.

 

Ok, so I started to investigate what could be the problem. After many hours on the Internet and trying several pieces of software and drives and remember this PC came with a CD. I copied the contents of the CD into a USB pendrive and installed the drivers for the mouse.

It worked! That way I found out they did not installed the drivers properly. I also installed the Intel drivers. So far so good. Until one day… the PC did not start the Windows OS. After investigation I found out it did not recognize the hard disk, that’s why it got stuck on the bios. So I contacted the seller again:

 

Me – 2016-02-06 08:03

I got it to work by installing the drivers that came with the CD.

The thing is now it gets stuck on the bios and does not load the OS. By looking into this problem I found out it does not recognizes the SSD (Solid State Drive). I am attaching an image.

What do I do now?

kingdel-pc-do-not-buy_ORIG

 

After 4 days I got no response from the seller, so I wrote him once again:

Me – 2016-02-10 11:23

The laptop u sold me gets stuck on the bios and does not load the OS. By looking into this problem I found out it does not recognizes the SSD. I am attaching an image.

What do I do now?

 

Brett Ming – 2016-02-14 02:04

Choose the “boot” in BIOS to check if it can find the SSD.

Regards

 

Me – 2016-02-14 06:08

Hi, Brett.

When I go to Boot section nothing appears there. I´m attaching image

Looking forward to your reply.

kingdel-pc-do-not-buy_ORIG2

 

Brett Ming – 2016-02-15 05:34

Maybe the SSD doesn’t connect to motherboard well, please uncover the case and fix the SSD by yourself.

Regards

 

Me – 2016-02-15 05:50

Thanks, I already tried that with no success.

It seems the SSD died, it does not recognize it at all…

 

Brett Ming – 2016-02-15 19:44

I don’t think the SSD is dead, can you access to BIOS, and choose the “boot” to see if there is SSD showed, or you’d better take a photo to show me under BIOS-boot.

Do you understand me?

Regards

 

Me – 2016-02-16 06:08

Thanks. I already sent you the picture.

Sending it again. Nothing shows there

kingdel-pc-do-not-buy_ORIG2
Brett Ming – 2016-02-17 05:51

It can’t read SSD, please find another SSD to test.

Regards

 

Me – 2016-02-17 14:43

  1. Will a SATA 3 – 2,5″ SSD disk fit on the empty slot?

  2. If I test and the disk comes out fine, will you send in a replacement?

 

Brett Ming – 2016-02-17 18:27

1, it works NGFF SSD.

2, I can replace it to a new one if you can ship back the nonwork one.

Regards

 

Me – 2016-02-18 06:17

what is NGFF SSD? please specify

Me – 2016-02-18 06:21

ok, I searched for it on the internet. NGFF SSD is the now known as m.2

the thing is here they do not sell that.

that´s why I ask if a normal SATA 3 – 2,5″ SSD disk will fit on the empty slot BELOW  the NGFF SSD slot.

Please let me know

 

Brett Ming – 2016-02-19 03:57

it can’t supports 2.5 inch Drive. there is no space to hold. as you can see, it is too thin to hold thd 2.5 inch Drive.

Regards

 

Ok, so by now my only choice was to get out and find an SSD on my own. The thing is in my country, Argentina, all electronic equipment is more expensive.  And here the differences between one store and other are really notorious. I started searching online and found a good price, so I ended up paying like USD $40 for a 128GB SSD.

I connected the disk and it worked flawlessly.

 

Me – 2016-02-20 06:45

I used another SSD and it works fine. This confirms the m.2 SSD is dead. What do I do now?

 

Brett Ming – 2016-02-21 18:36

ok, got it.

can you ship the Drive back to me, then I can replace a new one to you when it arrives me.

Regards

 

Me – 2016-02-22 06:25

no problem.

PLease give me postal address. thanks.

 

Brett Ming – 2016-02-22 18:11

please ship it back via post:

Receiver: Shanhe Ming

Address: Room E81, 6/F, Bldg.3, Saige Technology Park. Huaqiang North Rd. Futian, Shenzhen, China

Tel.: +86 13682508040

Postal Code: 518028

Regards

 

Me – 2016-03-12 07:58

Hi.

I have sent the item. Please reply back when you get it

thanks!

 

Brett Ming – 2016-03-15 07:04

what is the tracking number?

Regards

 

Me – 2016-03-21 06:06

hi!

to track the package  go to

www.correos.es

tracking #: RF073498374ES

 

Brett Ming – 2016-03-21 06:57

ok, got it, I will inform you when it arrives me.

Regards

 

Until here I thought “Ok, no big deal. I can keep working with the laptop as it is and when I get the m.2 disk I can replace it.” But things got worse. The next day the laptop did not start!

I remember that night I left it plugged in so I could take it to the office fully charged next morning. But when I picked it up it was burning on the back side. I thought it could be the battery so I uncovered the back side and disconnected the battery.

It started to cool off. I thought I could use it without the battery, but no luck, it did not start at all! I plugged in the battery again and it started to heat again, so I left it there. I contacted the seller again using Aliexpress message center:

 

Me – 2016-03-22 06:15

Thanks but the laptop now does not start:

https://drive.google.com/file/d/0Bw3aA8zcxLO8dnBUYTFrOTdRSk0/view?usp=sharing

How can it be fixed?

 

Brett Ming – 2016-03-22 06:37

what’s wrong with it? it has been to you for more than 4 months.

Regards

 

Me – 2016-03-22 08:58

that`s what I would like to know. the pc does not starts, the back is still hot even though the charge  cable is unplugged.

 

Brett Ming – 2016-03-22 20:48

does the fan work well?

Regards

 

Me – 2016-03-23 06:23

Nothing works. It does not start. I will take it to a repair center and will cost me money. I was waiting to rate the product, but now I will rate it with one star.

 

Brett Ming – 2016-03-23 07:01

 

Me – 2016-03-29 11:20

Is there a way I can get my money back? The fix will cost me USD $130!

 

Brett Ming – 2016-03-31 02:14

This is your comments:please DO NOT BUY this. After 2 weeks of using the ultrabook the ssd died, I had to spend USD 40 to replace it. (Seller offered to replace it only if I sent the non working SSD) Not only that, 10 days ago the pc would not start at all! See for yourself: https://drive.google.com/file/d/0Bw3aA8zcxLO8dnBUYTFrOTdRSk0/view?usp=sharing – I will have to spend USD $130 to fix it! Seller does not understand why it happened and did not offered to help. No technical support at all.

if you think it is useful, do it as you like.

 

Me – 2016-03-31 05:14

right now is not useful at all. as a seller. what do you offer me?

 

Brett Ming – 2016-03-31 05:41

you can ship back, I repair it for free and shipping to you if you can remove your words in feedback.

 

Me – 2016-04-01 06:06

thanks, but that is difficult. I am in Argentina, and I go back to Spain in October 2016. I cannot ship it back from here as the mail is not secure. If I ship it back from Spain I am left with no PC for months!

 

Brett Ming – 2016-04-01 06:44

EMS takes 10-15 days to arrive to you.

if it doesn’t work any more, it can’t be used even if it is on your hand.

Regards.

 

Me – 2016-04-02 08:34

would you cover the shipping costs?

 

Brett Ming – 2016-04-03 22:38

you have to bear the shipping fee. you can ship it via the cheapest way.

Regards

 

Me – 2016-04-06 11:34

I would send it to you but not for a repair or even a new one. I want a full refund. Is that possible?

 

Brett Ming – 2016-04-06 20:10

the laptop was used by your for long time.

if it keeps the original condition as arrived you, I can refund you fully.

Regards

 

I did not have the PC in “Original” Condition, because the metal they use for the cover is cheap, and it got a little scatchs on it. Two months later I asked for the SSD, for which I remember I carefully wrapped it with a lot of bubble plastic before putting it inside the envelope.

 

Me – 2016-05-31 06:07

have you received the SSD stick? it´s been more than 2 months.

 

Brett Ming – 2016-05-31 08:50

it arrived me but in 2 parts, I will take a photo to show you. you didn’;t pack it well, so broken in shipping.

Regards

 

Me – 2016-06-08 13:00

It didnt work anyway. when are you sending the new one?

 

Brett Ming – 2016-06-10 04:24

this is the disk I received. it is out of warranty, broken by person.

Regards

kingdel-pc-do-not-buy_SSD

 

Me – 2016-06-13 07:44

well, I surely did not broke it.

when are you sending the new one?

 

Brett Ming – 2016-06-14 02:26

how can I send you the replaced one? as what I received is broken one.

 

Me – 2016-06-27 15:16

the shipment company broke it. there should be a guarantee for that I guess. the thing is it did not work at all. PLease send the new one.

 

Brett Ming – 2016-06-27 21:07

Dear,

the guarantee can’t valid if it is broken by person instead of normal use.

Regards

 

At that time I tried contacting Aliexpress Support. So on July 22nd, 2016 I contacted a Customer Representative. They emailed me a copy of the email they were going to send to the seller, saying this:
Dear Madam/Sir Mr. Brett Ming:

Thank you for being one of our valued sellers in AliExpress.com!

We would like to inform you that one of your buyers is requesting to get in touch with you regarding an order placed in your online store.  Please see the buyer details below:

Buyer Name:  My name
Name of product:  Intel i7 5th Gen. CPU, Kingdel Brand Ultrabook, 13.3″ Laptop Computer, 8GB RAM+128GB SSD, 1920*1080, HDMI, 8 Cell Battery
Order number:  70649122583147
Store link:  http://ar.aliexpress.com/store/705736
Buyer Request General Inquiry

 

The next day I got a message from someone who did not remember the case, but it was the same person (or not?):

 

Brett Ming – 2016-07-23 00:19

Dear (My name),

you wrote to aliexpress to contact me, what can I do for you? you can write to me directly.

Regards

 

Me – 2016-07-26 07:11

I need you to do a full refund for the notebook you sent me. It does not work at all after 1 month of use. As I live in Argentina, I will send it back to you in October 2016 when I go to Spain.

 

Brett Ming – 2016-07-26 23:59

what’s wrong with it? can you take a video to show me?

 

Me – 2016-07-27 08:28

  1. after 2 weeks of use SSD died

  2. after one month, PC will not start: Thanks but the laptop now does not start:

https://drive.google.com/file/d/0Bw3aA8zcxLO8dnBUYTFrOTdRSk0/view?usp=sharing

 

Brett Ming – 2016-07-27 19:47

thanks for your video, but there is not enough power in the battery.

if you think there is problem with it, please ship back for free repair.

Regards

 

Me – 2016-07-28 08:45

thanks, I do not want a repair, the laptop is dead. I want my money back

 

Brett Ming – 2016-07-28 21:28

your order passed almost 1 year, refund is not accepted. sorry about this.

Regards

 

Me – 2016-07-29 07:24

I ordered in december 2015, by february 2016 the pc died, and you know it because I contacted you by that time. I request a full refund

 

Brett Ming – 2016-07-30 04:06

when did you contact me at that time?

 

Me – 2016-07-30 14:55

On 2016-02-06 08:03 I contacted you about the dead SSD, and by 2016-03-22 06:15 the whole PC bacame useless. You can still check all messages you got from me on Aliexpress message system.

 

No response from the seller. So I contacted Aliexpress Support again. On August 17th, 2016, they sent me a copy of the email they were sending to the seller once again:

 

Dear Madam/Sir ( Mr.Brett MingMing):

Thank you for being one of our valued sellers in AliExpress.com!

We would like to inform you that one of your buyers is requesting to get in touch with you regarding an order placed in your online store.  Please see the buyer details below:

Buyer Name:  My name
Name of product:  Intel i7 5th Gen. CPU, Kingdel Brand Ultrabook, 13.3″ Laptop Computer, 8GB RAM+128GB SSD, 1920*1080, HDMI, 8 Cell Battery
Order number:  70649122583147
Store link:
Buyer Request Please take your responsibility to solve order quality problem asap as buyer needs a full refund,  it died after 2 months.

We highly encourage you to check your email, or log into Trade Manager to settle the transaction mentioned above with the buyer for better business relationship.  Our online customer service team will always be available if you have any questions or if you require assistance.

Thank you for your cooperation!

Regards,
Customer Service representative

 

I also got another email from Aliexpress people who supposedly reviewed my case:

Dear buyer,

Thank you for contacting AliExpress.

With regarding your order issue’s compensation, we found that the seller has agreed with you—thanks for your video, but there is not enough power in the battery. if you think there is problem with it, please ship back for free repair. Regards.
We highly suggest that you can send back the item to fix your problems. Thanks very much for your kind understanding in advance as it is the seller who can do the best best to assist you.
As a kind reminder, In future orders you should open a dispute before the protection time finishing, so that your payment will not be released to the seller, and AE will protect your payment safely. Please make sure next time before you make a purchase, you should know all the policies in our help center well. Thanks for your time. This is the link for you to know more about how to protect your roders in future: http://activities.aliexpress.com/adcms/www-aliexpress-com/buyerprotection/index.php  .
If you have any further question, please visit our Help Center.

Respectfully,
AliExpress

 

A reply to that email just brought me this:

 

Dear Sir/Madam

This is an e-mail notification to inform you that AliExpress has updated the customer service system. We are providing 24*7 full time online chat service now. You can get instant help from us at any time.

Meanwhile we have stopped our email service and this email address (Buyer@aliexpress.com) will no longer available.

 

Tired, I wrote again to the seller:

 

Me – 2016-08-25 13:48

Does your free repair include the SSD disk?

 

Brett Ming – 2016-08-25 20:13

the computer can be repaired for free, but you have to pay shipping fees.

Regards

 

Me – 2016-08-31 11:50

ok

Does your free repair include the SSD disk?

 

Brett Ming – 2016-09-01 01:36

yes, if there is some wrong with the SSD?

Regards

 

Me – 2016-09-05 18:03

thanks, but it seems you don’t quite remember my case.

the SSD died after one month of use, so now it does not have one. Will you add one that properly works?

 

And that was the last communication. The seller never wrote back. I did try to get in touch with them by contacting Aliexpress support, but it never helped at all.

On September 22nd they sent another note to the seller, with subject “URGENT NOTICE : Pc not work after 2 month, please contact our buyer and solve this ASAP , thanks” and I have the chat record with Aliexpress Customer support here, but still no reply from seller.

I tried again October 20th, and you can see the entire chat conversation (but don´t bother, I explain to them the same thing from the beginning).

The thing is I tried many times so I just gave up. They have my money and I have nothing but frustration and a big lesson: NEVER buy cheap computers! 🙂