Mythlogic Not Responding to Repair Tickets

My P650SG (Dia 15) that I ordered from Mythlogic in March 2015 had been having intermittent issues with clicking for the last 6 months. The left mouse button would "stick" and act like it was held down. Tapping it a few times were generally resolve the issue. However, now it's completely gone- not registering anything at all.

I opened a support ticket with Mythlogic as I purchased a two year warranty with them:

9/14 - opened ticket requesting support with detailed issue notes
9/21 - requested an update to the ticket via email, still haven't received any response
10/4 - request an update to the ticket via email, still haven't received any response. Threatened a credit card chargeback on the extended warranty cost and the dollar amount needed to pay someone else to repair it if they continue to ignore me.
10/5 - Mythlogic reponds with two sentences asking for clarification (I'm in Germany so this came in during the night)
10/6 - Sent back more info to Mythlogic
10/20 - requested an update to the ticket via email, as I still haven't received a response. Gave them deadline of next week to respond before I go ahead with the charge back I threatened on 10/4 and take it somewhere else for repair.

So in the course of 5 weeks I've only gotten a two sentence answer from Mythlogic - no offers to repair, no help at all. I paid $80 I think for the extended warranty on a $1900 laptop that still has a nonfunctional trackpad.

They used to be well known around here for their support, but it seems like no one is working for them doing support anymore.


EDIT: Final update. Laptop was shipped back to me on 11/21. Got it today and my mouse works again! They also fixed the speakers that died the weekend I was getting it ready to ship back. I thought it was related to the Windows Anniversary update I got the night before, but they said the speakers actually died.

 

I think @mythlogic should respond to this.

Sent from my SM-G900V using Tapatalk

 

We also believe we should

First you are absolutely right, we dropped the ball on the ticket and we sincerely apologize. We just sent you a label to get it back, and once we get it back we will get it apart and figure out what is going on with it. Please feel free to reach out via ticket, or you can PM me also if you have any other questions.

 

Need to add on to this because this has been an incredibly long process and I'm pretty sure they still haven't looked at my laptop yet-

10/20 - Same day I made this post, they finally sent me a shipping label and acknowledged my ticket.
10/24 - updated ticket to let them know they had the wrong address on the return label. No way to adjust this on their site
10/25 - laptop was shipped out from my office (lost a few days due to the weekend)
10/28 - delivered to mythlogic
11/7 - 10 days after delivery, emailed to find status
11/7 - mythlogic says to expect a response by wednesday 11/9
11/10 - never heard back, updated the ticket again asking for status.

So far this has taken 58 days, and I've been without my laptop for 17 of those and I have a feeling they haven't even looked at it since they said on 11/7 they'd have something for me on 11/9 (they haven't so far).

If I knew it would take 2 months to even get them to look at my laptop when I paid for the warranty I'd have not bothered. I'm tempted to use my credit card extended warranty to take it to a local shop next time.

I've had terrible luck with Sager/Clevo sellers- I originally ordered this laptop from Pro-star and they sent me the wrong laptop/wrong specs *3* times over the span of a month before I just demanded a refund and took my business elsewhere (noted in my post history). Now mythlogic is taking 2+ months to fix what seems like an easy hardware swap.

Sounds like I need to order from Sager direct now that they've got real customer support.

 

Hey

I know we have the laptop and I know its been taken apart for diagnosis. Let me take a look personally and see what is going on.

thanks

 

Geez that's some bad luck.

On the forum HIDEvolution and LPC-Digital are the most positively received resellers for Clevo builders and Sager resellers respectively. (No offense other people) They really don't screw things up. Haven't heard anything negative about LPC that I can recall recently, and HID's sole slip was they forgot to calibrate a display once for someone (promptly refunded that charge).

If I may ask what made you decide with the resellers you've chosen so far? Nothing wrong with either one but Prostar and Mythlogic are two of the less mentioned Clevo brands around here so I'm wondering what was making up your decisions.

Just because I'll also mention your experience is the worst Prostar experience I've ever heard of by a lot. No idea what happened there.

 

I was actually considering Mythologic when I got my system. But their insanely long build times and the lack of prompt support drove me away. Even though I ended up paying a little bit more with HIDE.
And the only time when I needed support, they helped me out super fast. Like in under 5 days I think.

 

Primarily just that they're both builders rather than Sager resellers. At the time Sager (and therefore all those that ordered from them) didn't offer a 4k 15.6" igzo panel. Myth and Pro-star both did. Myth was more expensive with a longer lead time, so I went to Pro-Star first. You couldn't even easily get the panels on the secondary market and they were much harder to install yourself. My post history had the full story with Pro-Star, but essentially they repeatedly shipped me the wrong hardware and apparently didn't check anything they shipped out. They offered me a free SSD to take down the review but that felt fishy and I just wanted my money back. Myth took about a month to get it to me, but I had no issues at the time.

Back then they both had pretty good reputations - they probably still might, but I only drop in and out of this forum every 3-4 years when I'm looking at a new model. LPC- Digital was small time when I got my first machine in 2010 and was definitely not the top recommendation, a lot may have changed.

 

Eurocom is the other big one with a lot of screen options.

Eurocom has 100+% mark up on rams and drives though.

 

Yeah I bought my Eurocom Sky X9 from HIDevolution back then when HIDevolution wasn't a Prema Partner just to get the awesome Prema BIOS since Eurocom was and is a Prema Partner, but also to have the excellent HIDevolution customer service at the same time. Ended it being way cheaper than Eurocom's price for the same system. HIDevolution won't buy you a Eurocom system anymore as they are a Prema Partner so it makes sense.

 

One more vote for HID here. I was very happy with my purchase. While @Galm17 is right - HID did forget to calibrate my screen - @Donald@HIDevolution responded very quickly with a refund. And actually screen calibration was very low on my list of concerns. I have a cool running mean machine thanks to their CLLU and ICD paste option.

Sent from my SM-G900V using Tapatalk

 

So is the RMA process moving along? I'm about to send my laptop to myth but looking at how slow they are I'm thinking of fixing it some other way

 

Final Update - got my laptop back and updated my first post. Without my laptop for 33 days and a whopping 71 days start to finish to get a simple mouse issue repaired.

Glad they finally fixed it, but that was a nightmare of an RMA.

 

Mythologic are a joke.. They really need to explain themselves!

Sent from my LG-H850 using Tapatalk