Extended repair experiences with Mythlogic?

Discussion in 'Reseller Feedback Forum' started by TSamee, Jun 4, 2017.

Thread Status:
Not open for further replies.
  1. TSamee

    TSamee Notebook Consultant

    Reputations:
    14
    Messages:
    118
    Likes Received:
    18
    Trophy Points:
    31
    Hey all. I'm posting here both to vent some frustration and hopefully get some peace of mind. Two years ago I bought a Dia-1614 (Clevo P650) from Mythlogic, and chose them specifically because they had a stellar service record on these forums. I have reached out to them for previous repair jobs and they delivered professionally every time.

    In December, my dedicated graphics card failed and the only fix was a full motherboard replacement. Mythlogic was very accommodating in our early emails and assured me, after looking at it, that it would be covered under my warranty. However, they needed to wait for a replacement part from their distributor before starting the repair process. This was in January, and the situation has not changed since then. My emails about the repair timeline have gone unanswered and I have had to follow up on the phone multiple times to get a response from the company. In my last exchange with support, they escalated me to direct contact with Josh Tacey, who I emailed in March. Eventually I bought a second computer for work and forgot about the issue, but had some time to myself recently and found that he did not respond to the email. I followed up with him today and hope to get a response this time.

    Since getting answers out of Mythlogic is proving harder than I expected, I'm reaching out to these boards. Have you had an extended repair experience (a month or more) with the company? Did they come through eventually? And was the repair time taken out of your warranty period, or not?

    Update (July 1): A couple of weeks ago, Mythlogic's rep on these forums reached out saying I would receive a replacement machine. They got in touch with me again today, saying that it would enter testing next week. I'm still in the dark as to the specs of the replacement, but I hope to receive more info soon.
    They got in touch with me again today, saying that it would enter testing next week. I'm still in the dark as to the specs of the replacement, but I hope to receive more info soon.

    Update (July 18): Mythlogic reached out saying they were finishing up testing on my drives, and asking if they could reinstall my OS (wipe the machine). Hopefully the laptop will ship soon.
     
    Last edited: Jul 18, 2017
  2. mythlogic

    mythlogic Company Representative

    Reputations:
    1,238
    Messages:
    2,021
    Likes Received:
    277
    Trophy Points:
    101
    Can you PM me some information as to your repair or order number and we will get to the bottom of this. And no anytime we have your laptop the warranty isn't ticking.
     
  3. TSamee

    TSamee Notebook Consultant

    Reputations:
    14
    Messages:
    118
    Likes Received:
    18
    Trophy Points:
    31
    Thanks! I sent you a message a few days ago.

    Sent from my Nexus 6P using Tapatalk
     
  4. TSamee

    TSamee Notebook Consultant

    Reputations:
    14
    Messages:
    118
    Likes Received:
    18
    Trophy Points:
    31
    Could someone from the company please get in touch with me when they have a minute? It has now been seven months since I sent my PC out.

    Sent from my Nexus 6P using Tapatalk
     
  5. Mr. Fox

    Mr. Fox Undefiled BGA-Hating Elitist

    Reputations:
    27,581
    Messages:
    34,564
    Likes Received:
    54,214
    Trophy Points:
    931
    I don't understand why this is happening. You're being way more patient than I would be. If things are as they seem, this is totally unacceptable. If things are as they seem, you should be sent any new machine with any option configuration of your choice as restitution for the abuse you have endured.
     
    ImHere, Ultra Male and anwara like this.
  6. TSamee

    TSamee Notebook Consultant

    Reputations:
    14
    Messages:
    118
    Likes Received:
    18
    Trophy Points:
    31
    They have actually offered to send me a new machine after I posted here. They did not specify the options, but my spec was pretty much top-of-the-range for the chassis I ordered, so getting an equivalent suits me just fine. But after exchanging a message with me here, they stopped responding again and I haven't had an update for about a week, maybe a little more (edit: it's been two).

    It's pretty clear that they're in the middle of some rough times right now, and are being very reactive in regards to customer complaints and requests. So when someone posts here, it gets their attention and they respond. But there is no initiative to follow up on their own, perhaps because they're totally swamped with support requests as it is. At any rate, something unusual is happening.

    Sent from my Nexus 6P using Tapatalk
     
    hmscott likes this.
  7. TSamee

    TSamee Notebook Consultant

    Reputations:
    14
    Messages:
    118
    Likes Received:
    18
    Trophy Points:
    31
    They got in touch with me again today, saying that it would enter testing next week. I'm still in the dark as to the specs of the replacement, but I hope to receive more info soon. Updated the OP to reflect this.
     
    Mr. Fox likes this.
  8. Mr. Fox

    Mr. Fox Undefiled BGA-Hating Elitist

    Reputations:
    27,581
    Messages:
    34,564
    Likes Received:
    54,214
    Trophy Points:
    931
    Great. Please do keep us posted. Glad they are coming through for you.
     
    Ultra Male likes this.
  9. TSamee

    TSamee Notebook Consultant

    Reputations:
    14
    Messages:
    118
    Likes Received:
    18
    Trophy Points:
    31
    Still no news. I am hoping they are actually testing the machine this week and just not communicating that to me, but who knows. Their phone also seems to be down.

    Update: the machine is in testing and they have given me the spec. Hopefully I can wrap this post up and put a balanced summary out soon.
     
    Last edited: Jul 6, 2017
  10. Mr. Fox

    Mr. Fox Undefiled BGA-Hating Elitist

    Reputations:
    27,581
    Messages:
    34,564
    Likes Received:
    54,214
    Trophy Points:
    931
    Any news? If you have been busy and not providing us with an update, that's fine. Just checking in.

    If you've heard nothing more from them please let us know.
     
Loading...
Thread Status:
Not open for further replies.

Share This Page