TL;DR: There are big claims on the website about 30 day guarantees, and free shipping for returns, but in reality, the problems in customer service make this impossible to use. Avoid.
Full details:
I ordered a custom small form factor gaming PC. It took just under a week for the machine to be built and shipped, and it eventually arrived in Switzerland 12 days after it was originally ordered. A bit slower than promised, but not a disaster. Online order tracking did not work, but I did get updates from the customer support team when I asked.
Once it arrived, the machine did not boot. I raised a ticket and got a standard reply asking for video footage and further details. I recorded this and sent it, and heard nothing.
Continuing to hear nothing, and spending a lot of time booking callbacks, (which never happened) and sitting on the phone (and being hung up on by Mifcom's phone system, I spent the rest of that week trying to diagnose the problem myself, isolating it to either the graphics card or (less likely, the power supply). I updated my support ticket with these findings, and never heard back.
At the end of that week, with no reply from support, I realised I would have to cancel my order and get a refund under the guarantee. I sent off the cancellation form to the e-mail address listed on the form and on the website, and I heard nothing. If this had resulted in some reaction from support I would have been prepared to work with support to resolve the issue, rather than cancel the order, but with no communications, I could not take the risk that any guarantee or return window would expire.
5 days later, after chasing again through the contact form on the website, I finally got a reply from customer care saying that the return would be processed, and I should expect to have a mail from someone at Mifcom with the return instructions.
A further 3 days passed with no return instructions, and no call-backs from the mifcom team despite multiple attempts to call the team or book a call-back using the call-back form on the website. At this point, getting the computer back to Mifcom before the end of the 30 day return window was starting to look extremely difficult, so instead of waiting even longer for shipping details to arrive, I arranged my own shipping to send the computer back to Mifcom.
The computer is now at Mifcom's local DHL warehouse, they have been sent a collection note, but support say that they will not go and pick it up. I assume it will stay there until DHL send it back to me as Mifcom will not get the parcel cleared out of customs.
Justin, in their first line customer support team has made an effort to be responsive, but the overall communicatiobn has been not good enough, considering the guarantee and service is something that is sold as part of the experience.
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Update:
Mifcom did get the computer out of customs, and quite quickly refunded to my credit card. As a result, I have upgraded this review from 1 star to 2 stars, as I am not out of pocket from the experience. They didn't actually tell me the refund had been processed, so I only discovered by checking my credit card.
As a result, my conclusion is pretty much unchanged, I have received answers from first line support, but no actual support for a computer that turned up and failed to boot. I can't imagine this would be different from anyone else and there are enough horror stories from this, and other reviews on the german language section of the site to suggest this is not a one-off. You will be fine if you have no problems, but I haven't seen any evidence of actual technical support in my exchanges with Mifcom, so treat with care.
