In my opinion, I think the whole company from top-down level need to re-organize.
At the current moment, what I could see, and myself facing is:

1. Improve quality control and assurance. (I'm pretty sure a lot of consumer receive bad laptop / defect unit from out-of-box). Top manager should have insight on this issue and tackle it, but instead it still happening for years.
-- as my situation, the laptop warraty out-of-box twice, and they offer to another model, still having same issue.

2. Improve technical staff competence. The technical level they able to fix the laptop is not what they able to from last few years ago.
a. In past, when there is a laptop issue, the part will be swapped locally, however now required to send back to Tongfang / Clevo.
b. Unable to read event logs, and can't even re-produce issue when clearly written-out. Don't give yourself high hopes if you show them event logs. Most case require to walk-in to re-produce to them, or else they would mention unable to re-produce, unable to warranty.
c. In some case, windows / drivers not installed / corrupted after units returned. (which is kinda unacceptable).

3. Improve sale team knowledge. I understand some technical term might be jargon, however most of the current sale team have zero knowledge on basic information on most other OEM (refer dell, lenovo, msi laptop brochure), such as TGP, mux switch, etc.
-- How does expect one to buy the laptop they not even sure the laptop they are trying to sell.

4. Lastly is outsource issue. Especially the software. I understand the software is bare-bone from Tongfang / Clevo.
But when there is an issue due to Illegear customization, and bios/software incompatible, Illegear should able to develop/request outsource to provide bug fix. Not just leaving consumer walking on tight rope.

5. They trying to solve everything by giving discount / rebates.
-- Illegear need to understand sometimes is not about money, is about time, and SLA you given vs other OEM / repair-shop. (If everyone can do in 3 working-days, but your team need to do in 7-14 working days, then obviously you not in norm right now, you can't ask consumer straightout to accept this.)


Either way, is whether they lack of competence staff, or it is what now it is. The impression it gives to me as an consumer now is not good in a sense.
*If any of Illegear staff see this, please don't take this as negative feedback, I hope your company could improve to furher promote Malaysia branding*

This post has been edited by yeo1992cc: Oct 6 2022, 05:23 AM

Enough is enough. This isn't nasi lemak we're talking about.

I genuinely cannot understand why/how the brand that I trusted has fallen so behind it literally feels like a scam company.

It's only been 3 months and my Onyx V(AMD) laptop display is already broken (I don't even play high end games with it), within warranty but what use is that if the whole illegear company is uncontact-able because apparently the first support guy has resigned. And the warranty part is out of stock until "estimated" end of october.

I had to wait 2 days for a follow up reply because the first guy who contacted me resigned.

Currently waited for a week, A WEEK for any useful reply from the support (Yeah you can work without a work laptop for a week, right?)
And the best part? So far the only useful reply I ever had was the guy that resigned that literally just says "send in for warranty repair or don't, your choice".

I'm literally hands tied because I even tried looking other shops for the parts(I'm even willing to pay and forget illegear warranty exist) and they're not available (Since when is illegear an exclusive "brand" now?) So I'm just being mocked as the shops are filled with other brands' part. So much for an advantage from buying illegear.

I can only imagine from the last support ticket reply, the PIC(god knows what term this even is, am I a worker in illegear now?) has also resigned since I'm not receiving any reply from them for 2 days as well.

Has illegear forgot the fact that we're throwing in our payment(trust) first from buying their product forehand?
We even have to pay the shipping fees but I'm fine with that, question is, WHY did I chose to get myself into this mess to buy your stuff at the first place???

P.S on a side note, I'm writing this post with Illegear Raven(2018). The irony is rich and amazing.


TL:DR Sales team reply instantly, but after-sales does not. Unless you live in KL/PJ for easy send in, just stay away from this brand.

This post has been edited by RotiKaya94: Oct 8 2022, 12:33 AM

Hello RotiKaya94,

Sorry to hear about your experience. May I know have you submitted a support ticket on our support page or are you liasing with our ex staff number? If possible, kindly provide me your ticket number /serial number so we can assist you further.

We do have spare parts for all our models including our early generation models. Sometimes when our parts went out of stock, we would need time to restock the particular part from origin factory, that is why it took longer than our usual repairing period of 4 to 7 working days. On cases like this, we may loan you a spare monitor for your work temporarily. You may send in your laptop for screen replacement once the screen has arrived.

You may send your computer to any of our service centres below:

KL
G3 to G6, Ground Floor, Oval Damansara, Jalan Damansara, TTDI, 60000 Kuala Lumpur, Malaysia.

JB
A-01-10, Block A, Ground Floor, 1 Tebrau, Taman Seri Setanggi, 80250 Johor Bahru, Johor, Malaysia.

Penang
Unit G-19-1, Lorong Bayan Indah 1, Bay Avenue, 11900 Bayan Lepas, Penang, Pulau Pinang, Malaysia.

Thank you and sorry for the inconvenience caused.

Thank you for the reply, and yes, I've been trying to make contact with every possible channel you have (Facebook, whatsapp etc) which all redirected me back to the technical support ticket. Except so far, only the technical support ticket has yet to reply nor provide an update on the issue.

I'll pm you the ticket and ask for more info about the spare monitor.

Genuine question, why didn't the service center replace my Selenite's motherboard with a fault-free one and instead asked me to send it to China for diagnosing the problem?

Because you didn't raise a stink on a public forum for everyone to find out. They are doing PR but their support does bugger all. Not remotely surprised with them tbh

If it makes you feel any better, at the end of the day, I still had to pay both send and return shipping fees after like what, constantly follow up in various social media and 17 days of constant harassment. (Yes I admit I'm harassing them since I'm publicly shaming them already.)

Honestly, I just spent like 10% of my total purchase for a "warranty" screen. That's still hundreds if you're wondering.
Here's hoping I will never, ever need to contact nor hear Illegear ever again.

Hi,

My son has an Illegear Raven SE RTX, bought in 2019. It has developed this issue, this unit cannot reboot. It has to shut down for 1 minute before it can boot. I have to reinstall it with Windows 10 Home edition and installed the drivers. Still the same problem, there seems to be no firmware on their support webpage.

If anyone had face this problem and a quick fix would be great if you can share.

Thanks.

Driver page is here http://support.illegear.com/

Do you send in their service centre to check

Drivers only no firmware like other branded notebook like HP or Dell.

you mean bios is it? suggest you to send back to flash because flash yourself have risk.

Hi ! anyone pre order onyx nx so far ?

I ordered mine. Waited 3 weeks for a faulty laptop. Sent it back the next day. Haven't heard anything about my laptop since Friday.

Hi there, we haven't released any ONYX NX order yet. Do you have a ticket number for me to check for you?

Hi guys, how to fix Onyx V constant BSOD issue? This issue happens when I just move my laptop around, and it get bsod. Currently on Windows 11.
I have a dell laptop (precision) and have never encountered this issue like illegears



This post has been edited by asunakirito: May 9 2023, 11:50 AM

How you moved your laptop around? Your power adapter or power socket got issue?

Hi, I have having the issue that the internal display is not detected. Now the laptop is only able to work with external connect hdmi monitor.

Device manager say only the external monitor. The internal monitor of the laptop is not detected. Is it a hardware problem or it is a screwed CMOS/bios ?

Boot up without external monitor will get black screen.

Damn i was about to purchase an arte 14" but after reading these post i think i'm just going to go get a razer blade

I have bad experience with my previous purchase Illegear Inonic 14 but I dunno if I should give them another trial

I'd skip them and get something from international brands like Asus, Dell, Lenovo, etc.