Extended repair experiences with Mythlogic?

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.

 

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.

 

Thanks! I sent you a message a few days ago.

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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.

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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.

 

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.

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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.

 

Great. Please do keep us posted. Glad they are coming through for you.

 

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.

 

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.

 

Well I still haven't.

 

Nothing since Friday. I do hope they ship out this week, but let's see.

Hrafn's situation seems almost worse than mine, since he has put down money on a machine and not received it after months. At least my replacement will be free of charge.

 

I just received an update and it seems to be good news.

I will update when I have time tomorrow.

 

Fingers crossed for you; I hope it works out quickly.

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I guess I wont be buying from them. I rather stay with Eurocom.

 

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.

 

Have you heard anything? They said mine would probably ship "Friday"- which came and went. Hopefully they meant this Friday.

 

Nothing since my last update, no. Fingers crossed for you.

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It has now been over seven months since I sent my computer out.

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Pardon my language, but WHAT THE **** ?
7 MONTHS!!???

 

Yeah, I think I mailed it December 18th or 19th. Maybe a little earlier. In fairness to them I didn't expect it back for at least another month because of Christmas. And then of course they had to order a whole replacement motherboard, which likely got delayed because of the Chinese New Year at the end of January. I know the whole country kind of locks up for two weeks during that. That was probably the last time I really knew what was going on with this thing until I posted here and they said they would replace the whole computer. It's sort of sucked feeling like I've had to regularly follow up to make sure anything's being done, because I'm usually really busy with work, to the point where I had to buy a second laptop just because I needed one for productivity. And of course once I had that, this was the last thing I was thinking about.

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Ya 7 months is excessive. They must be having some serious internal issues.

 

If a reseller really wanted to, they can arrange/order parts and have the machine back to you in a month and a half AT THE MOST.

 

What's more worrying is their phone number has stopped working and their rep has stopped replying on these forums. If this ends up being a wash I don't think I can do small resellers/builders again. Getting shafted on service and pricing by Dell or HP, or doing my own build, probably beats this. Anyway, I'm still hopeful. Let's see.

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Update: Mythlogic just sent me tracking saying the machine will be here tomorrow. I perhaps shouldn't have been so harsh/hopeless above. It looks like the same situation it's been for a lot of customers over the last month: they are working towards making things right after a huge lapse, but communication is lacking. Considering they probably have one person handling all this firefighting on the forums and customer service, I can't really blame them for that. Will post an update, hopefully my last, once the computer arrives.

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They are the one to blame for $hitty customer service. I'm sorry but 7 months, I would be looking at legal action or charge back.
I have a small ebay business and if I dont ship within a certain amount of time I get bad feedback and banned from ebay. And I do the job of 10 positions, they are small but still lots of positions.

 

Haha, nothing to apologise for. I really don't know what to do besides get my computer back and go about my life, so I'm handling it that way. Legal stuff is too ugly for me, and kind of out of my means anyway (I'm still in school). I wouldn't even know where to start.

 

Did you get a new laptop for all that wait or maybe a upgrade.

 

Yeah, it's a new machine. I think they swapped my old drives in but they're wiped and formatted, so it's a clean slate. I think it's a Dia 1616, with a 7700HQ and GTX 1070 in it. Even the 1060 benchmarks a little better than my old 980M so it should be a nice performance boost.

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So you went from a 980m to 1060 or 1070

 

Do you have it already?

 

I'm going from a 980m to a 1070.

It should be arriving today before 8pm. Most likely it'll be here once I'm back from work.

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It arrived, it was truly glorious, I was pumped to play my games... and it has what looks like a wireless card issue out of the box. My browser freezes randomly and any programs using my network stop working; the wireless card stops receiving data even though I remain connected to the network. Looking around for a solution now. I guess this was to be expected with any Windows computer, but you'd think they would have picked this up in testing.

 

We tested the network card and transferred lots of data across it. You may want to check the settings on the router. Or PM me and we can get more detailed.

 

Maybe it's my router acting up. I'll PM you if it's still being a problem; thank you.

 

Sweet! I am happy to hear you are happy, and appreciate @mythlogic coming through for you.

 

Driver rollback seems to have fixed it. Will edit OP in a few. Thank you @mythlogic and everyone who's supported me here.

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Congratulations, I'm happy Mythlogic persisted and did you right in the end.

Please let us know how it goes should anything come up down the road.

 

Wifi issue has persisted; I thought it was my internet acting up but my phone operates normally and my other PC has been playing Overwatch without lag/disconnects for weeks. Just sent a PM.

 

Instead of futzing around with Mythlogic again, go on eBay or Amazon and order a new WiFi card. An Intel 8260 or Killer 1535 can be had for around $25-$30, and if your replacement machine is based on the Clevo P650RS/HS chassis, it's a fairly straightforward job to swap them out. I realize it's not 100% ideal since you're spending money out of pocket, but remember your time is valuable, too.

 

Should still chase @mythlogic for the wifi card replacement.

But I guess that's too much for a skeleton crew company that's about to go down soon lol xdddddd

 

Wow can we get a business day before we're lambasted please. He just pm'ed us about it. No one said we were ignoring him or not doing anything about it. Come on guys

 

You don't go from being a good company with a nice reputation to a bad one unless something unfortunate happens. I don't want someone to get taken out by one of life's speed bumps. I hope everything smooths out and they can get back on track again.

 

Appreciate it @Mr. Fox

 

I picked up my intel 8260 for $13usd

 

Good for you.


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