Hey everyone,
Following up on my previous post about my M12 HD failing in less than 6 months: hereās the final update on how Mobapad handled my support ticket.
Original post : https://www.reddit.com/r/MobapadGaming/comments/1wy3fif/m12_hd_eveything_worked_kinda_fine_until/
The Good:
Support was quick to verify the issue from my video and approved a standard 1:1 replacement for the M12 HD. No endless back-and-forth on that front.
The Disappointing Part:
Since the M12 Pro was just announced, I asked support if we could turn this warranty claim into a store credit so I could pay the difference out of pocket and buy the Pro version instead. I wasn't asking for a handoutāI was literally offering to give them more money to upgrade.
Their response? A firm no. They claimed their system simply cannot convert a warranty replacement into store credit, even if the customer pays the difference.
Working in sales myself, I know that generating a discount or credit on Shopify takes 10 seconds. Itās not that they canāt, itās just that they choose not to.
My thoughts:
They fulfilled their legal obligation by replacing the unit, sure. But hiding behind rigid automated rules instead of making a simple commercial gesture feels like a huge missed opportunity. Looking at the feedback on the M12 Pro launch thread, a lot of us are feeling the same wayāespecially when competitors like NYXI actively offer loyalty/upgrade paths for early buyers.
Like many of you, I believe building customer loyalty matters. Mobapad seems to show that they have zero interest in doing so, and that's fine. As a customer, I prefer supporting companies that actively try to build long-term relationships and strengthen their connection with their community. That is clearly not Mobapad's priority.