Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to respectfully request your assistance in resolving a dispute with Mytek, a company located in *************. As a consumer living in *********, I have exhausted all avenues for resolving this issue and am now turning to your organization as my last resort.I sent a premium grade *** to Mytek's official repair center in November 2022 due to a malfunction, and I received a repair code on November 29, 2022. However, upon sending the faulty unit back to their ** repair center via DHL, Mytek did not acknowledge receipt until I chased for a response on December 8, 2022.After a prolonged repair process, I paid $450 before the repair on February 5, 2023. However, upon receiving the repaired unit returned on February 18, 2023, I discovered that the *** was still faulty, despite ***** channels working. The unit exhibited no L/R panning and no analog Line In signals.After several attempts to contact Mytek, I had a video call with ****** (I think its the **** on March 22, 2023, and showed him the problem over live video. ****** agreed to swap a good unit in about 10 days. However, I did not receive any return label as promised, and after several attempts to contact ******, he finally replied on May 10, 2023, stating that he did not have my address in their database, despite the fact that the faulty unit was shipped to me after it was repaired, and therefore, they must have had my address on file. That made me to suspect he was not going to take the responsibility because I am very far away.As a responsible consumer, I have done everything in my power to resolve this issue, including contacting Mytek's CEO and engaging in video calls with their manager. However, despite their promises to remedy the situation, there has been no action taken to resolve the issue. I am now turning to your organization for assistance in resolving this matter.I have sent many mails and whatsapp messages. Although it seems a solution reached, it never happened. Waiting for so long, on 23 May, I email him again for his attention, and listed very clear of the facts and his promise:1) Nov 20 2022, I started to contact you according to your official repair centre about the malfunction of my Brooklyn ***+.2) Nov 29 2022, I received *********** code: RMA-RR-**-2022-11-****** 3) Dec 8 2022, the failure *** arrived at your ** repair centre which I was sent by DHL, but you did not acknowledge receipt until I chased for a response 4) Feb 5 2023, I paid $450 to proceed to repair 5) Feb 18 2023, I received the repaired unit and discovered the *** is faulty, despite ***** channels working. In particular, No L/R panning, No analog Line In signals.6) Mar 22 2023, After chasing your response and frustration, ****** and I had a video call and showed the problem described over live video. ****** has agreed to swap a good unit in about 10 days.7) Mar 27 2023, ****** replied that he will be sending a Return Label. However, nothing happened nor response whatsoever after this date. Very frustrated.8) May 10 2023, After chasing ****** for over a month, ****** said he did not have my address in their database. I replied to him immediately. I hope your organization to investigate this matter and urge Mytek to honour their promise timely and satisfactory manner. I am willing to provide any supporting documentation or evidence that *** be required to support my complaint.As a consumer, I have paid a significant amount of money for Mytek's products, and I believe that I am *********** receive a good working unit and satisfactory post-sale service. I hope that your organization can help me to achieve this.Thank you very much and looking forward to hear you.

  Customer Answer

  Date: 08/10/2023

  At this time, I have been contacted directly by Mytek regarding complaint ID ********, however my complaint has NOT been resolved because:

  *************** emailed me for an exchange arrangement on 2 August. Due to discontinued item, he will replace my faulty item with another similar model. I am totally fine with the arrangement. However, he said he will follow up and come back with the Return Label, but I haven't heard from him since his email. I have emailed him just now for reminder. I hope he can proceed asap. Please help.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *****************

  Customer Answer

  Date: 10/03/2023

  Better Business Bureau:
  
  On 2 Aug, I recevied ****** (Mytek) email offering me a swap replacement. He said he will replace with another later model because he doesn't have my model anymore. He also said he will come back with Return Label for exchange. However, I have not heard from him since then, I emailed him again to follow up but no reply whtsoever. This is the SECOND time he said the same arrangement. He promised once in July, but no reply ever since until I filed to BBB. I felt very frustrated and insulted. He also insulted BBB when **************** (my previous Complaint Analyst who I had spoken to) no longer following this up. And now, I have no idea who is my CA. 

  I have already provided above with details and email records in my last update. Unless I missing any communications, I have reasons to believe Mytek is intended to ignore their responsibilites by playing through the complaint processes, and eventually reaching the case-close and walk-away. PLEASE HELP. I know you have many cases to resolve, but I have spent substantial price on this and I am living too far away, otherwise I would rather give it up.

  At this time, I have not been contacted by Mytek regarding complaint ID ********.

  
  Sincerely,
  
  *****************