bestware Reviews 282

Bad long term service.

Bought an XMG laptop in 2022. Battery lost a lot of capacity, wanted to buy a new battery.
They send me one. Doesn't work. I talk to them, their solution is to send it back and they send me a new one.
New one doesn't work either, their solution is to send it back and they will send me a new one.
Don't know how many times they intend to do this, I am not in the mood to send batteries across europe due to xmg / bestware poor quality control.

Just to be clear. Original battery is recognized, just has poor capacity. Both new batteries are not recognized / don't charge at all.

My Schenker Via 14 laptop is now 4 years old and the frame looks like it is 14 years old.

I have not travelled with the laptop, only maybe a few times per year and I always put it in it's pocket case that came with it.

But still the frames edges are really looking like they had been smashed against something.. paint peeling off and grooves.

Bestware support just gave me a middle finger that warranty is out and I need to purchase a new frame.

My next laptop will not be a bestware that is for sure.

Edit.

Bestware support replaced the frame with a labour price only.

I was initially looking forward to using the XMG EVO 14. Delivery was as expected, and the design is visually appealing, though the stand felt slightly unstable from the beginning.

After a few weeks of use, the laptop began shutting down unexpectedly during normal tasks such as video calls, CAD work, and even text editing.

I sent it in for repair. The explanation I received was that the magnetic lid switch might have been accidentally triggered by my watch. The device was returned without any clear confirmation that the issue had been reproduced or resolved. Based on how quickly it was returned and the lack of detailed feedback, I’m not convinced it was thoroughly inspected.

I tested the magnetic switch theory myself and found that it can only be activated by a relatively strong magnet—not something like a wristwatch.

The shutdowns continued. I was then asked to provide system logs. These logs indicated unexpected power loss, but no software issues were identified. Nevertheless, I was told it might still be a software-related problem and was asked to send the laptop in again.

At that point, I requested a refund. However, upon return of the device, €30 was deducted from the refund due to a minor scratch on the lid—despite the fact that the device was returned because of repeated functional issues.

Overall, the support process was inconclusive, and I was left with the impression that the underlying hardware problem was never properly addressed.

Addition: After leaving this review, I was promised a full return of the payment. Unfortunately after 1.5 month it has still not arrived and it is an ongoing battle, adding another chapter to this particularly miserable experience with Bestware and Schenker.

Customer support seems good, they solved my issue but nonetheless it wasn’t a great experience. It is not possible to change default delivery address in your account without asking customer support. I made a new order with a different shipping address and the order was then showing the default shipping address which is wrong. I have read that this has been an issue 3 years ago and yet they haven’t changed the website so that you can edit addresses.

In July 2023, the charging port of my XMG Pro 17 E20 developed a loose contact, leading to interruptions in battery charging after a small vibration, movement of the laptop, or simply after a while. Over time, it became increasingly difficult to keep the battery charging.

In early August 2023, I requested the help of Bestware support for the repair of the defective charging port. On August 18, 2023, I received confirmation that the charging port was defective. Unfortunately, the warranty had expired. The recommended action was the replacement of the port, which I agreed to on the same day.

On September 23, 2023, the repaired laptop arrived at my place without prior notice of delivery. Instead of the charging port, the entire motherboard was replaced without asking me beforehand if it would be okay. At least the cost of the repair stayed as expected in the repair quote: nice for the new motherboard, but surprising because only the charging port was defective.

Since then, I have unfortunately had a lot of problems with the laptop, which was working perfectly apart from the defective charging port:
1. Applications like Word, Windows Explorer, or Firefox crash for no reason.
2. The laptop crashes completely with a blue screen.
3. The fan runs at maximum power and cannot be adjusted.
>> Solution (December 2023): Complete re-installation of the laptop (boring, but ok).

4. The laptop simply turns off without warning - several times a day.
>> Solution (February 2024): Order a new battery - unfortunately, it was no longer available at Bestware. It took forever to find and get a replacement battery. (also very boring, but ok)

5. But the most annoying issue: In November 2023, the charging port began to have a loose contact again. It is quite frustrating when the cable is plugged in, and the battery cannot charge without interruption. It’s even more annoying when the battery refuses to charge, no matter what you do with the plug.
>> Solution: None yet. (very boring and not ok).

Soon it will be nine months since the first report, and the laptop has exactly the same problem as before the repair: it fells like a never-ending story. One could say, the repair has failed. It is a shame that a €2,600 laptop cannot be used properly because of a few Euros worth of electronic parts which - apparently - cannot be replaced.

Throughout this whole time, the response time of the Bestware support to any of my messages was long (at least one week, often more than two weeks) and the responses were - well - somewhat and sometimes helpful, but not really interested in my problem.

I am considering never buying a laptop from XMG and Bestware again.

Fast delivery perfect customer service i was have RMA situation they solve everything fast and without any problems i highly recommend this company they respect their customers i will buy again from them.

In November 2019 my son bought a Laptop through me in July 2020. The Laptop no longer turns on and the repairman confirms that the motherboard is dead 01-30-2024. This is a short lifespan for so-called quality equipment. Given all the problems encountered with products purchased from you, we will never purchase from Bestware again.

On Dec 2021 I bought an XMG Apex 17 (M21).
Awesome laptop, worked smoothly every day for 2 years.
On Aug 2023 the motherboard died: they replaced it for free (it was within the 24 months platinum warranty period) and returned it to me in less than a week!
Excellent product and excellent customer support.

Well i bought a vr headset Pico 4. For start i wanna mention that the price was allready 100 euros down from where i leave (Greece).

The delivery was super fast, in 5 working days. The possitive review tho is for the super after sales support. My pico had a problem after some weeks of use. It just could not be charged. I send it back and imidianly send again a brand new one. So yes, i strongly recommend this shop. Cheers.

impressive the quality of support from XMG - bestware , I had a little problem with a laptop and in no time at all a solution was found, no chats with useless robots or RMA requests you're in 1 week, 1 click opens the chat and in no time at all you are speaking directly with a real support person.
(not to forget the discord group where the community helps each other)
I'm speechless I can only raise my hands
+++

The service, the follow-up to a problem or question that arises, as well as the quick response and positive solution make me give Bestware.com and their entire team 10 out of 10. As I already mentioned, I will be back.

A cordial greeting to the entire team.

I bought a new laptop which arrived on time and well packaged. I was also happy with the price given the spec of the machine.

I contacted their team with some questions and some comments and received a quick response which was honest and helpful.

While they may not yet be very well known, they have certainly left me feeling confident about my purchase and the service that I will receive if anything should happen.

Keep it up!

I haven't bought anything from them but had a question and the customer service was incredibly fast and very helpful.

The product purchased (XMG Core 15 AMD E21) meets expectations by far. Customer service, in my case, was helpful and effective, with almost immediate response times (thanks also to the support offered via Reddit platform). Delivery times (Italy in my case) were not short but not excessively long either. Overall, my experience was more than positive. Recommended.

Perfect communication, fast delivery. I've get my Pico 4 delivered to Slovenia in 4 working days after ordering. Before i tried to order it from another distributor(xrshop), but they did not shipped it and ignored my email, calls and chat messages 2 days until i wrote angry email where told that i will claim to European Consumer Center if they will not refund me. So I am absolutely satisfied with the service and responsiveness of bestware.com

excellent machine for graphic's student , no lags no too much heat
machine performance complies my reading test
then the technical department is helpful and i have answer in - of 24 h

Good support, fast delivery, presents in order. I truly love this store!

Very long dispatch times for products that are in stock. Slow shipping with no expedite shipping option. So far have not replied to emails.

I would like to thank Bestware.com for his best rma service,i bought from there a Pico Neo 3 Link and it stopped working after 18 days,so i emailed them for RMA.
They are professional,they responded fast and gave me an Rma Number and a Free return to themselves courier service(ok the courier was not the best but it made the job).
I would like to thank them as i didnt expected so good support from their side for service.
Greatly recommended for your all Virtual Reality needs as and they have great Laptops too.

I Ordered and piko 4 from same company as i didnt expected so good guarantee from them.

Best Shop Ever,from now on i will buy only from bestware.com because of great after sales service they have.

Thank you Bestware.com

Chris Triantos
Greece(Corfu Island)

I bought a XMG Fusion 15 online in 2019. It's been working perfectly ever since. The support has been wonderful and it gets regular updates, fixing bugs and bringing nice additional features. Would buy from them again in a heartbeat.