Dear SaiyanGoku,

We completely understand your frustration. Trust that our service personnel had requested you to send in your laptop for FREE service when you first emailed us about your problem on 17 February 2021, at that time your laptop was still covered under warranty.

However, we only received your laptop at our service centre on May 2022 (your warranty was ended on 18 July 2021). Due to our strict policy with regards to our warranty we are unable to cover your out-of-warranty items. We are also unable to fulfill your request in your email of April 2022 to replace your out-of-warranty laptop with a latest 12th generation selenite laptop.

ILLEGEAR can still assist you to repair your computer at discounted rate. Your understanding is much appreciated on this matter, and do let us know if you wish to proceed.

This post has been edited by AZIM@ILLEGEAR: Jun 17 2022, 12:49 AM

It was 20 May, 2020 when I reported the problems. International travel was completely shut down. There was no way to send it to KL as I've already explained. 17 February 2021 is the day I got fed up that you haven't done anything in 8 months to fix the hardware/firmware/software issues.

You've defrauded me by selling a laptop with defects known to you and now are shifting the blame to the warranty period and/or the ODM.
You must be pretty ignorant of the fact that Malaysia was closed for tourism until 31 March 2022. I also requested that I'm okay with any other recent generation laptop as long as it doesn't have same problems. I offered to pay the difference amount (if any). You refused me to test the older laptops too. Which means either all of your laptops suffer with these bugs (Swollen battery and GPU PL Throttling) and/or you didn't want to admit you sold me a defective laptop.

You refused to do anything for 2 years since I reported the issues. You didn't do anything when I reached KL and left the laptop with you for a week. What makes you think I'll travel back to Malaysia again on your false promises to get a "discounted rate" when it was Illegear which doesn't have any quality control and just buys the lowest quality stock from Tongfang to sell at a premium?

I specifically asked you to update BIOS/EC/Firmware/ etc whatever you can do to fix the problems. The EC version is still 2.07 as per MsInfo32. Please stop misleading customers if you can't provide after sale service.

We will replace the battery for you, which would solve this issue immediately. Please send in the laptop to us once you are in Malaysia so we can help you.


Kind regards,
Ben
ILLEGEAR Tech Support

I expected that I'd get a good product but instead I received an expensive headache which just won't go away.

Funny thing, you blocked my instagram account when I commented about my bad experience on one of your posts.

This post has been edited by SaiyanGoku: Jun 17 2022, 03:39 AM

LOL another story..... I pity you... but can't do much... but it's good you post it as a reminder for all of us in here....

Another complaint from me.
Sent laptop in for SCEP cert failures and frequent black screens. Sent from East Msia back to KL on my own money and had to pay to send it to myself again.
Problem persists.
This time they offered free collection. Ok fine.
My laptop is gone for 3 weeks ++
They have literally replaced everything but the mobo, which I've repeatedly told them is the main problem, but OK, fine.
Day 1 I get it back and it BSODs and throws SCEP errors and fucking THX driver errors.

Thanks a bunch for this piece of junk

I'm not sure if this is applicable to Malaysia, but would it be possible to file a class action if we can find enough members who are facing problems in their Illegear machines?

Can share more about SCEP Cert failures? Curious, never heard of this type of problem before.

I bloody wish I could. It's ridiculous. This really drives home to point to never buy local brands I think. Just shitty behavior on their side overall

SCEP Certificate enrollment initialization for WORKGROUP\DESKTOP-6PM6HPJ$ via https: MADE SPACE FOR LINK //AMD-KeyId-578c545f796951421221a4a578acdb5f682f89c8.microsoftaik.azure.net/templates/Aik/scep failed:

This, from googling, seems to be tied to AMD chipset OR the mobo.
Whenever I see this error, I expect my screen to turn black and not respond. Can still hear the fans spinning but nothing else.
From googling, it suggests disabling TPM but surprise, there's no TPM on their bios cuz they've not updated it since forever.

After I sent it in for repairs the first time, I've been also getting
The description for Event ID 2 from source THXUpdSvc cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

If the event originated on another computer, the display information had to be saved with the event.

The following information was included with the event:

FATAL: thtf.GetDeviceIdentifiers : Device not supported


The message resource is present but the message was not found in the message table

And after the second """repair"""
Volume Shadow Copy Service information: The COM Server with CLSID {4e14fba2-2e22-11d1-9964-00c04fbbb345} and name CEventSystem cannot be started. [0x8007045b, A system shutdown is in progress.
]

After my second send in, i've also gotten a BSOD on DRIVERS. Bloody hell, after the support claimed to have updated all drivers, I get this nonsense.

Okay, let me start a separate thread for it. That way we can know how many members are affected in this forum.

Did you try to stay at w10 and if the problem persists?
looks like this issue happening on w11 from what i read in forums

I never went to W11 to begin with. i've always been W10

GUESS WHAT! ANOTHER BSOD!
This time IRQL NOT LESS OR EQUAL <- DRIVER OR RAM PROBLEM

NIICE

EVEN THO EVERYTHING IS UPDATED, EVEN THO ILLEGEAR CLAIMED THEY SWAPPED THE RAM

very very nice

Illegear changed their support system from Whatsapp to website Tech Support thingie..
let's see if this change actually makes things more efficient for the customers (and not only for Illegear's own convenience)..
I'll be updating you guys on this because a couple of months ago, I need to fix my screen and the Whatsapp method was quite efficient..
and now I need their support again because for some reasons, sometimes my laptop just won't turn on..

Same prob with onyx g.mobo kaput.need to wait 2/3months for rma. Not sure why this model seem to suffer serious problem. Front logo also already pealed.

This post has been edited by figure8: Aug 18 2022, 08:26 PM

want to share an update on my support case..
so far, I still feel that the customer support experience from when Illegear was using Whatsapp is still superior compared to the new Tech Support Ticket method..
mainly because after I reply to the support email, I am left hanging without knowing if Illegear has received or read my email..
this morning I sent an email to the support thread to follow up and check if they have an estimate to when I can get my laptop back, but still no reply..
the response time feels disappointing if I compare it to when they're still have the Whatsapp number for support..

another update on this..
Illegear took about 10 days from when I dropped my laptop until I got it back..
not too long, but there is definitely room for improvement in response time to customer's email..
Illegear's service staff assured me that all they had to do to fix my laptop was flashing the bios and that's it..
however, just one day after I get my laptop back, I already experienced the exact same issue..
this is far from ideal and I'm starting to lose faith in Illegear's brand..

the thought of submitting the support ticket again to do this all over again isn't something I really look forward to..

When did you bought yours?
I bought mine 2020 August without noticing that they changed from Clevo (have an Aftershock and love it) to Dongfang.
Not sure if the same batch have the same problems.
Mine has similar plus few other problems after a bit more than a year, especially Thx error and constant BSOD.
Not willing to send back to them cause based on other users' experiences, it seems somehow takes them months just to find the problems and another few months to fix, while still being charged without having the problems fixed properly.

I tried to format and install their drivers, problem persisted.
Then, after checking their drivers date, they seem quite old.
So, decided to let windows and use intel driver assistant to install and update all the drivers instead.
This seems kinda fixed the BSOD and driver problems, though not completely.
It still has BSOD problem from time to time and usually force restart the laptop once will have the problem temporarily not occur again.

The weirdest problem I found is that during BSOD, it could not dump error file at all.
My SSD seems fine after checking everything. No error found after multiple diagnosis.
Windows settings are fine too.
Whatsapp them about the problem and they ask for the dump files to check the problem... (really speechless bout this as if they don't bother to read what I wrote properly at all)
Text them again immediately to emphasize the no dump file problem, they just went silent.

I usually buy new laptop every 4-5 years, but it seems I should just get one now after only 2 years to clear my mind from this mess.
Have phobia now that I will only go for well known brands from now on. Probably will still consider Aftershock but its SG brand so a bit troublesome when need their support (had hdd problem but their after sale service is great. Sent them the faulty hdd only via postage and got replacement without any hassle)
Definitely won't even consider Illegear anymore.

based on my current experience, I'd say that Illegear is falling down my list of laptop brands as well..
Aftershock is indeed an SG brand, but if I'm not mistaken, Level51 recently got acquired by Aftershock, so might want to check them..

btw, when did you last do your support contact with Illegear..
because recently they changed their tech support system to online support ticket thing, moving away from Whatsapp..
that being said, from customer point of view, I can't say that their new support method is better..
I'm working as a support engineer myself and even to my standard , Illegear's definitely lacking the response and communication..
especially after my issue (that they said was fixed) came back just one day after taking it back from their support guys..

Last support contact was in March this year if not mistaken.
I was using whatsapp to contact them. Never tried the new system.

I think support method does not matter. Ticketing can be better as they can support their customer more systematically. Human factor is more important during support.
Based on previous experience, I feel that they are not keen or willing to help. Especially that they just went silent during support, which made me fed up.
The fact that letting Windows to install the drivers itself, rather than installing using the drivers on their website, fixed the BSOD and driver problems only shows that they are not aware or not even care if their drivers are working properly.

I mean, from QC, to drivers update, to CS. Nothing seems to pass the lowest expectation.
I wanted to support Malaysia brand but it is a big disappointment.

Besides, Clevo or TongFang or any similar business model should have the advantage of being cheaper than other bigger brands with similar specs.
But it seems that nowadays, it is not the case anymore.
In addition, it also seems that brands that uses Clevo or TongFang etc, when there is hardware issue, they need to send the machine back to the Clevo or TongFang for checking and fixing.
This process will take few months, which is another disadvantage of such brand when many other brands has on-site support.
I think many are not willing to leave their machine on somone else hand for months because there are sensitive information stored.

So, I think if you are considering buying from Illegear or even Level51 or Aftershock, better do the research properly.
A lot have changed nowadays that it can be hard to justify to buy from these brands anymore.
Just my 2 cents.

Hi vankodoq, I'm sorry to learn about this. Kindly note that our company is currently migrating to the new ticketing system for our Support Department to handle the incoming cases more systematically.

Admittedly, we are still in our transition phase and the entire Team are working our best to iron the available hiccups based on each cases received to increase the overall Technical Support's efficiency in the long run.

Hi Dark Lord, may I know if you have submitted your ILLEGEAR machine to our service centre for a diagnosis previously?

For any repairment procedure, the turnaround time can be shortened if the severity of the issue and also the availability of the parts for hardware replacement have been properly identified & we will of course try our best to complete the repairing process as soon as we can. Previously, we did encounter a few cases that would require the machine to be repaired overseas but over the years, we have gathered enough parts & soldering equipment to resolve most of the issues directly in our service center now.

Should you wish to drop by, we will be operating from 10am to 6:30pm (Monday to Sunday) 🏢 Our office is located at Oval Damansara, KL. Kindly find the location to our place by using this link https://www.illegear.com/contact/

Waze link: https://www.waze.com/live-map/directions/my...zDERdYAfewnxtSQ

I bought mine in 2021. VERY disappointed. A daily occurrence where the screen just turns black. No response to anything. Need to force reboot. No error logs. I'm convinced it's the shitty mobo they gave, but they've refused to change it despite me pointing it out multiple times. They claim they've changed everything else and are convinced it's problem free.
Whereas here I am, having sent in my laptop twice already for the BSOD or black screening and STILL having the problem.
It's why I tell everyone who asks to avoid until they improve their CS. But based off ur replies here, seems like it's actually gotten worse. Disappointing, but not surprising tbh

Wow. im surprised they replied to ur WA to begin with. Mine tell me one thing in email, one thing on whatsapp and I've gotten "read" but no response by them before. Not just lack of response and communication, but lacking in like, i dunoe, proper knowledge? I've basically given up already and just waiting for prices come down to custom build