Warped Mouse and Endless Support Loop
I ordered a MCHOSE mouse directly from their official website. When it arrived, it was warped and didn’t sit flat on my desk, making it unusable. I also had another colour of the same mouse from them and that was fine, so the defect was clearly with this one. I recorded a video comparing both mice on a flat glass mousepad (Pulsar Superglide) and sent it to MCHOSE support. Their first reply was a generic apology and an offer of either a small partial refund or a replacement, but they wanted me to pay shipping again. I chose the replacement and explained I shouldn’t have to pay for shipping for a faulty product. From there, their support became an endless loop. They asked me to test the mouse on a mousepad, then on glass, and later said the glass in my video wasn’t “visibly identifiable” and requested another video on visible glass. I had already done everything they were asking and sent the same video multiple times, but they ignored it and repeated their requests. After a couple of weeks of this with no resolution, I opened a PayPal case. It’s incredibly frustrating, especially since I bought other MCHOSE products that I now plan to return. Their customer support feels automated, unhelpful, and more interested in delaying replacements than actually solving problems.