A couple years ago I “upgraded” to a Mytek Brooklyn DAC+. Since then it has been mostly reliable aside from a remote pairing issue. As I posted here a month ago, Roon suddenly stopped seeing the device. I thought Windows was seeing it, but that was not the case. I tried it with several cables across several computers, both Windows and Mac, with the same result.
I contacted Mytek and it took two weeks for a response. Finally got one, and after giving information I’d already given in the email chain, and then having to explain that no, I can’t reload firmware because the bloody computer doesn’t see the bloody DAC, which is the whole issue, I got an RMA. Sent the unit off and waited. Then FedEx started contacting me saying that they’d made three attempts to deliver and no one was there. My partner both called and emailed Mytek several times. No response. I’ve emailed Mytek using the same email chain I was given the RMA on. Crickets. Now the DAC is being sent back to me, at my cost, because Mytek apparently has worse customer service than Comcast.
Has anyone had any luck getting these jokers to support their products? Because I’m more than a little salty I have a thousand dollar paperweight that I just paid to take on holiday.
Edit-
After reading the BBII debacle thread I suppose I’m totally boned. Delightful.
To be honest, if you feel betrayed by Mytek and you can substantially describe their potentially illegal behavior look for someone who can give professional advice and help in such cases. And don’t wait! Reading several similar cases with unresponsive Mytek company reveal either utter misunderstanding or intentional acting.
Get legal help, quickly!
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James_I
(The truth is out there but not necessarily here)
3
I would not send it to Mytek right now…you might never get it back. Consider yourself lucky it could not be delivered. I suspect something like bankruptcy going on there. Can’t really know but posters here are having trouble with orders being delivered, last I checked.
Bah. I don’t have enough losses to show and I imagine when Mytek folds in the US they’ll just exit stage left, remain in Poland, and shirk any judgments against them. I was hoping I could shame @Adam_Mytek or @Michal_Jurewicz1 into resolving this issue, but it seems in the couple of years I’ve owned this unit the company decided to stick it in and break it off with their customers.
[name redacted],
I have replied to your email at 4.44pm today and taken over the tech support technician just as you were writing this emotional email about alleged 3 attempts of Fedex delivery to Mytek technician house. I was asking for the Fedex tracking nr that was not provided which was essential for us tracking the package. As I explained in the email someone was at the house most of the time and without fedex tracking nr we can’t explain why package wasn’t delivered and why it was returned. I don’t believe it is fair to portray us here us unresponsive with this particular language after the exchange of what I have counted were 12 emails with our tech support technician where you first ask questions about the remote and then more and eventually an RMA get issued. After all, this is our time we dedicated to politely answer your questions while some answers (remote) can be found in the manual. I will now call you and discuss all this because after more careful reading of your email exchange with support technician, maybe this unit is not broken at all but needs to be better troubleshot in your system. So yes, it’s unfortunate that Fedex may return the package (I still have to see tracking nr) but does this justify this immediate public emotional outrage? Mytek has several thousand great sounding DACs out there in the market in the hands of happy customers. We do conduct regular successful repairs, these clients just happen not to post here to praise us about this. Some repairs involving older products that used to be OEM manufactured by HEM (now Ferrum Audio) can sometime take longer because of them hard splitting with us in 2020 and not providing enough replacement parts anymore, but eventually we manage to repair all of them and will continue to do this for the foreseeable future. If the unit comes back to you and needs to be sent to us again we’ll send you a UPS shipping label which we are used to provide solid service at this address. So yes, I’ll give you a call tomorrow and hopefully this can be positively resolved. As of now client can leverage the power of internet, but one would except some fairness and courtesy too, there are obviously two sides to the story. Couple of months ago we introduced a cellphone nr for the tech support so people can call or text in addition to email (which btw is the only way you can get support from most internet giants). We are a small company. You chose today to post here rather than try the cellphone. Sometimes there might be a glitch, then please try the phone/txt again. We will respond. Sincerely, Michal at Mytek
Bruv, I’m not even gonna finish reading that wall of text. This has drawn on behind the scenes for a month. Don’t act like you’re all over it. More effort went into this public ass-saving than all troubleshooting and customer support I had. I replied to your email right away. While you were writing this. You got the tracking. It clearly shows you guys dropped the ball.
The remote question was TWO YEARS ago. I did not have 12 RECENT emails with you, and literally one of those is a form factor RMA email and one is me saying “bumping this in case it got missed” when I hadn’t heard boo in two weeks.
Did you miss that both me and my partner have called MULTIPLE TIMES? I tried the “cellphone” homie. You didn’t respond. I called you TODAY at 11:38 CDT before posting this.
You’ve got a whole swath of customers just a few threads over looking to sue you for stealing their pre-order money on their BBII, and you won’t even respond to them, so spare me the shtick. I could have gotten the unit fixed at my local Mac dealer already, but I haven’t been on here until now, and didn’t see years of you folks doing shifty things. Look at the responses here before you posted. Your rep is garbage dude. Attacking me isn’t going to shine it up any.
If you want I can go ahead and screen cap the whole email chain and post it here for fidelity. As well as my fed ex receipt, my partners notes on every time they tried to phone or email you (have to love a business analyst), and my call record backing up exactly what I’m saying. I’m working on other things at the moment, but if you’d like to play internet chicken I am more than happy to acquiesce. Or are you preparing another cutting public reply instead of responding to my email like you did with this one?
So where’s that phone call dude? It’s now 16:59 EDT and I haven’t gotten ring one. You sent an email asking if the package was sent signature required, which, really? I replied to you (of course it was signature required. It’s expensive electronics being sent to New York. Also, if it wasn’t signature required, they would have left it. Duh.), and I even sent you a picture of the DAC back at my house today with the shipping label and RMA sheet.
If you have time for lengthy diatribes, you’ve got time for a phone call. Once again, Mytek promises and doesn’t deliver. Your service sucks.
30 seconds after posting my last comment here, wouldn’t you know it, my phone rang. What followed was a litany of excuses about how this wasn’t their fault. How they went out of their way to help me out of warranty. That I can’t do this to them. That it’s not fair. It was FedEx’s fault. It was my fault. I told him there’s no way I’d be sending a company I trust this little a piece of my HiFi gear and I was no longer interested in the repair after this sh!t-show. After he went into how much they are doing for me here for the umpteenth time, I hung up. Boring conversation anyway.
So now @Michal_Jurewicz1 is writing out another long winded speech. Probably about what a dick I am, and how it’s not fair that when a customer has an awful experience with a company, and then finds out said company has been up to all sorts the last couple years, to come here and inform people of the experience. I disagree.
All emails from my first contact to now. You make up your mind how much they “helped” me spend $40 to send my DAC around the United States. Numerous calls. My partner has their own email chain (well, one sided…) trying to get them to accept the package.
This story is about the customer unhappy that his package instead of being received by the technician on first attempt got sent back to him because of us not immediately reacting to the email while travelling.
In retrospect the Mytek tech support guy who resides in Europe should have gotten involved more actively instead of just passing msgs to us, but I maintain that prior to Fedex incident the customer received thorough tech support via 12 emails and that fedex also has been strange trying to deliver packages to business on sat and sun and counting them as attempted deliveries…It was all an unfortunate sequence of events, we are sorry about it. I have offered free offer to remedy this that’s now open to the customer.
Daniel, we just spoke on the phone. I have offered technical help to make this unit work, offered a free shipping label to reship unit to us. If you decide to use this service please reach out to us through regular support email.
To clarify further, as for the original delivery here is what happened:
Fri Apr 11 10.49am fedex attempted delivery - the tech was not there yet.
Sat Apr 12 fedex attempted again- business was closed (weekend)
Sun Apr 13 fedex attempted again- business was closed (weekend)
there were not more deliveries than package got returned on Mon Aug21
as far as we know there were no notices left , tech was unaware that there was an attempt of delivery or he would have reacted. on Mon the 14.
It’s true that we missed first email telling us about the package forwarded to us from Mytek EU tech support guy, this could have been handled better , but in all this story we exchanged 12 emails and had considerable contact. I offered you a free label to reship and you have a package so nobody lost here anything other than some time. I’d still say that this whole public drama with this post is just not very fair to us. We deal with hundred of packages all the time, and worse things have happened in the past, sometime we had them stolen , damaged, misdirected, it’s just part of shipping business for these who know. I’m sorry we weren’t lucky here. If you decide to redo the repair please reach out again. Regards Michal at Mytek
No one lost anything but time? First of all, I paid to ship this, insured, signature required, both to you, and then back to me, for about $40. Secondly my time is valuable to me, as it’s an irreplaceable commodity. It’s obvious yours is not to you. Yet another reason we will not do business again.
Got those emails up so everyone can see exactly how much happened in 12 emails. 12. Did you mention that? Twelve emails. Quantity over quality, amirite?
Edit- Also, don’t tell me about the shipping business. “For those who know”. What a tool. I know how shipping works Michal. We weren’t “unlucky”. You guys screwed up. But you won’t say that. No, no.
Reposting, since apparently speaking bad of Mytek gets your post hidden.
A couple years ago I “upgraded” to a Mytek Brooklyn DAC+. Since then it has been mostly reliable aside from a remote pairing issue. As I posted here a month ago, Roon suddenly stopped seeing the device. I thought Windows was seeing it, but that was not the case. I tried it with several cables across several computers, both Windows and Mac, with the same result.
I contacted Mytek and it took two weeks for a response. Finally got one, and after giving information I’d already given in the email chain, and then having to explain that no, I can’t reload firmware because the bloody computer doesn’t see the bloody DAC, which is the whole issue, I got an RMA. Sent the unit off and waited. Then FedEx started contacting me saying that they’d made three attempts to deliver and no one was there. My partner both called and emailed Mytek several times. No response. I’ve emailed Mytek using the same email chain I was given the RMA on. Crickets. Now the DAC is being sent back to me, at my cost, because Mytek apparently has worse customer service than Comcast.
Has anyone had any luck getting these jokers to support their products? Because I’m more than a little salty I have a thousand dollar paperweight that I just paid to take on holiday.
Edit-
After reading the BBII debacle thread I suppose I’m totally boned. Delightful.
Coming from a customer service oriented company, Mytek has not dealt professionally and responsibly with this customer. A company should have a dedicated service phone number. With a voice mail option. Customer calls and emails should be returned within 24 hours.
As to FedEx attempting delivery, it is standard practice to leave a delivery attempted notice on the door. It has detailed instructions explaining options, when a second attempt will happen. Or, where to pick the package up.
We left voice mails. Several. I believe FedEx did too. The situation was bad. His response made it a dumpster fire. I’m so glad I got to learn this lesson now and not later.
Keeping in mind how expensive their products are excusing their subpar customer processes with “we are a very small company” is rather shameful.
But looking at FedEx’s acting here leaves open questions as well. Why the hack would they try to deliver during weekend for companies? Companies are usually closed then, aren’t they? Or they might saw an opening sign telling they would be open, on the contrary. Or being at the address let them assume it would be rather a private address and not one of a company. And we also know that logistics drivers are paid utterly bad.
