Forumer you are complaining against:
leealex / IGadgets aka Asia Mobile

Item being sold/bought:

Motorola Atrix

Date of transaction:
12 April 2011 (date in which item arrived with IGadgets)

Details of the complaint :

This complaint is regarding a warranty claim that has gone on for an inordinately long time (2 months) and that doesn't reply to my smses or PMs or gives apparently false information when I call him.

I bought this item from Paul (user: item.com) (he is NOT the person I'm complaining against) through this Lowyat Thread:
http://forum.lowyat.net/index.php?showtopic=1784088&hl=

on the 14 March for RM2,600. It was a brand new phone then so it is at a huge premium and the whole point of paying it early is to get it first.

However, phone had major issues with the touchscreen and so I contacted Paul who said he will send it to IGadgets to claim for warranty.

I made videos of these problems:

http://www.youtube.com/watch?v=k9IeQ3147wo

http://www.youtube.com/watch?v=-P2MZD_FOpo

http://www.youtube.com/watch?v=Z56BSYFh3BE

I at first thought this was a software bug issue since in Motorola it mentioned something about the Motorola being 'programmed' to disable certain portions of the screen when there's a prolonged touch and there were other people reporting the same issue so I thought it was merely a software bug until I realized there was a dead portion of the screen. I even got a 2nd atrix from another seller and the phone did not exhibit these symptoms so I decided to send this Atrix in.

After going through some troubleshooting, I decided that I should send it in for a warranty claim. I posted this Atrix for warranty claim under Nationwide TRACKING NO 41658457-059830 on the 11 April and it was received by IGadgets on the 12 April. Paul had told me to get in contact with Alex or Rachel from IGadgets saying that they're a reputable company and they will respond quickly and it should be a matter of a few weeks. I told him I was particularly worried since I've heard horror stories of people not getting their phones after 2 months and he told me that he will follow up to ensure it will be fast and that he's dealt with them many times before.

Now I don't remember the exact chronology of events but several times I had contacted Alex to ask for an update on the status either via sms or phone call and he'll say that he is obtaining the parts from HK or that it is still 'processing'.

Most of the time he doesn't reply to my sms so I usually ask Paul to assist me to follow up with him. I usually follow up like once every 2 weeks cause I don't want to bother them too much as I know they are busy people.

When I first called Alex, he asked me to pay for the warranty replacement or at least share the cost of the warranty replacement as my phone wasn't covered under warranty despite it being less than a month old. I called Paul and said, isn't this covered under warranty? Paul called Alex and Paul told me that Alex misunderstood and confirmed that my phone is under warranty just that Alex has too many phone biz until he's confused.

Late April

Called Alex and he told me that as the Atrix was rather new, it was hard to get parts and they will have to source for it from HK. I accepted the explanation and waited.

Early May
Same thing, Alex said it's still processing.

Mid May
Sometime middle of May, I called Alex and he told me that he already got the parts and that I should get my Atrix soon and that he will double check for me and call me back to confirm. He never did but I assumed maybe everything was ok and did not want to upset Alex for his help.

25th May 2011
I smsed again asking for news from Alex and I didn't receive a reply. Paul helped me and Alex told him that everything was ok and that the item will arrive within these next few days but I still didn't receive the item.

8 June 2011
I smsed Alex again and no reply. Paul got a reply from Alex saying that the item was still in HK for warranty claim...
I got angry at this point since they have been talking about HK for more than a month and it seems that the warranty claim was moving backwards instead of forwards.
PMed leealex through LYN giving him until today to reply. No reply received yet.

9 June 2011

Rachel from IGadgets called.

For some reason Alex had told Rachel that I have my own technician to repair the phone???

I told Rachel that this was not the case and I frankly have no idea how to go about repairing it. In my opinion it's the responsibility of warranty provider to repair.

She say I would have to wait even longer if I wanted a repair.

I proposed to her that she refund me RM1,900 which is the market price of the phone at this point in time and I will consider the matter solved. This means I lose RM700 already and didn't even get to use phone but whatever la.

10 June 2011
Paul was informed by Alex that they would send me a BRAND NEW SET.

17 June 2011
Alex informs Paul that phone was shipped out two days before and everything sorted but I did not receive anything.

20 June 2011
Alex informs Paul that phone was actually not yet shipped out and will ship it out on the 23 June 2011 as he's on travelling.

22 June 2011
Rachel ships phone via Gdex.

23 June 2011
Received phone. Phone was my ORIGINAL phone not a brand new set.
The phone now has a scratch on top of the M and worse is that there's a huge smudge INSIDE the screen where the front facing camera is rendering my shots crappy.

Informed Rachel who said she will revert to me asap.



I bring this up not to accuse leealex / IGadgets as a scammer as he hasn't done anything that indicates otherwise yet but I am complaining that
a) he does not honor warranty requests in a timely manner
b) he gives false representations that your phone will be returned soon and does not honor his deadlines nor his promises to call you back.
c) extremely poor service

I hope bringing up this post will draw attention to my warranty matter and serve as a warning to buyers of phones from IGadgets or products that are backed by a IGadgets warranty. I believe I have been extremely patient on this matter and this is a matter of last resort.

This post has been edited by Reuben: Jun 23 2011, 02:17 PM

Pls do PM Paul about this thread so he can come explain..

And 1 thing i noticed you mentioned Alex says the part will be sent from HK to here, and then later on Alex said your phone was sent to HK for repair instead?

Sounds like they doesnt intend to fix it..


What u can do is go to other phone shop and ask if they have the parts and how much is the cost to repair...Go back to Alex and tell him other shop has parts he can get from them.
Or ask refund

Already asked for refund but no reply. I will inform Paul about this. But you raise a good point on the inconsistencies.

I don't even know what is the repair cost for this. I think probably something wrong with the digitizer which according to cnn.cn is about 70 USD not inclusive of shipping.

Alex don't want to talk to me then how?

International warranty usually took 1-2months turn arround time, but this more than 2months.

I believe he wont refund u for sure. 2.6k tu..

Hope u can get u phone asap.

Update Rachel from IGadgets just called.

For some reason Alex had told Rachel that I have my own technician to repair the phone???

I told Rachel that this was not the case and I frankly have no idea how to go about repairing it. In my opinion it's the responsibility of warranty provider to repair.

She say I would have to wait even longer if I wanted a repair.

I proposed to her that she refund me RM1,900 which is the market price of the phone at this point in time and I will consider the matter solved. This means I lose RM700 already and didn't even get to use phone but whatever la. Will update you if anything.

Huhu talk about bad seller.I've got one under my sleeves check my siggy.

Also as a warning to potential buyers.

I suggest pursuit this case to ttpm etc.

No offence, shouldn't paul is the one chasing the warranty or damages claim on behalf of u since u bought the phone from him?
They should know better as they work with suppliers.

Tribunal for Consumer Claims Malaysia
http://ttpm.kpdnkk.gov.my/portal/index.php

NATIONAL CONSUMER COMPLAINTS CENTRE (NCCC)
http://www.nccc.org.my/v2/index.php/e-aduan

Stick to your principles. Ask for full amount RM2,600. Remember your rights.

agree with that. why shall u suffer rm700 which is not your fault? just file it as it's foc and most likely u will win the case with full refund.

For my case I almost file a complaint to nccc and ttpm.

seller finally delivered the phone but at the end...I've lost 2 shipping cost of nearly RM20.

with 3 months of waiting and 2 faulty sets.

no compensate or whatsoever offered.

Seller aims for quantity rather than quality.lol.

Check my siggy for this seller.

Personally I feel ur case has a clear winning over the seller/dealer.
Dun forget to amend the total lost include shipping etc.

---

Added on June 10, 2011, 12:56 amttpm need to pay RM2 but hey...for this money u gain RM700 why not?

This post has been edited by Terence573: Jun 10 2011, 12:57 AM

Update: Paul just updated me and said they'll be sending me a brand new set. Will update when I receive it.

Not an ideal settlement as I had to get a new phone already but better than nothing.

I can say, you're lucky...

Thats cool. And i know paul will do anything to help his customer. Even if he need to cash out from his pocket.

Typical action by seller only after pressure.

pls insist on the purchase receipt.

not like my case receipt was intentionally kept by the seller.

please note it's not seller's fault here. It's warranty provider fault. Paul is ok. He was told by Alex that everything kautim long time ago but didn't know that the claim was still outstanding until I asked Paul again.

yes I was refering to the warranty provider.

what a seller to not check the warranty status carefully? lol.

Thanks for trust on us bro

---

Added on June 10, 2011, 9:08 pmThanks for understanding bro.sorry for misunderstanding .we thought u already have ur warranty claim long time ago.trust us we will settle this case for u

This post has been edited by item.com: Jun 10 2011, 09:08 PM

Paul has helped me follow up and Alex had told him that it was shipped out 2 days ago and the matter solved but to date I have not received anything nor any sms or confirmation or communication from Alex.

Paul called Rachel yesterday and was told that Alex is out of the country and that Alex will call Paul today. We'll see...but very bad experience with IGadgets.

Sent For 2Days?

Ask For Tracking No. Is Better Than Everything.

A little note though - The TTPM does try to play fair sometime, and they will sometimes pro-rate how long you did use the item without fault. So you may not get the full RM2600.