Monster Notebook's Authorized Service Broke My Device
Details of the Incident: When I first bought my device, it had no issues. However, after sending it for maintenance, it started malfunctioning every 6-7 months with performance drops. Additionally, scratches appeared on the case while at the service center. Since they did not take an entry photo, I have no proof, but after I complained, they uploaded a photo with a mat under the device. Despite my careful use, this is unacceptable. The camera stopped working, and despite multiple reports, it was only formatted and returned. The screen panel also failed, and with each service visit, new issues arose (camera, SSD, and motherboard failures). Since my warranty was still valid, I contacted customer service, and they assured me that if the issue was chronic (a defective product), it would be replaced even after the warranty expired. However, the service center only performed maintenance and returned the device without a permanent solution. Final Incident: A technician admitted to interfering with the motherboard without my permission and requested ₺8,000 for a screen panel replacement. I declined, and the device was sent back to my family. When I returned, the device sometimes turned on, but the display disappeared. One SSD was also undetected. After another service visit, my device was further damaged, and this time, ₺24,900 (~680 $) was requested for a motherboard replacement. Reason for My Complaint: My device was damaged during service. It started malfunctioning regularly after the first maintenance. Unauthorized motherboard interference caused further issues. The warranty promise from customer service was not upheld. My Request: I want my grievance resolved and expect to be contacted.
I received my device from the service on March 13, 2025, at 14:18. There was no problem with the shipping bag when I received it. However, it was not with the shipping box that was sent to me when I purchased the computer. They sent me the cargo directly with the computer's box without any protection. On that shipping box from Monster, there were the device's information and my information. When I sent the cargo to Monster Notebook's authorized service via Yurtiçi Kargo, I had sent it with foam and protective measures inside the box. But they sent it back to me by removing these. When I opened the shipping bag, I saw that the computer's box was torn. While opening the computer, I called customer service back, and at that moment, my computer entered the BIOS screen. And the authorized service said 'Faulty SSD'
And the authorized service noted 'The faulty SSD was removed and added to the box contents.' They removed the working SSD and left the invisible SSD in the slot. While talking to customer service and about to open my device to check the SSD slot, I noticed a missing screw on the device. Then I noticed a screw stuck in the fan grill channel. I want to ask just one question. Does no one inspect Monster's Istanbul branch? How can they scratch my device in the service and note 'General scratches, deformations present'? A few days ago, when I called customer service, they said, 'I have forwarded your complaint to higher authorities. They will contact you.' But they did not call me in any way. Today, customer service told me the same thing again.
Also, one of the SSDs is Intel brand, the other is Samsung brand. It is written in large letters on the BIOS screen. While it is very easy to understand which one is faulty and which one is working just by entering the BIOS screen and looking at the name, I do not appreciate the lack of attention to service and the processing being done.
