Dear all,
I've just came back from a meeting with the Director and some Branch Managers regarding all these issues. I'm very happy to let you guys know that Top Management is now viewing our online presence very seriously and we will raise the standard of our service. Allow me to close a few more cases as below before I proceed to drill down the more complex cases after this:
QUOTE(abubin @ Jan 26 2010, 01:53 PM)
no good experience with the shop. Usually when I go ask about something, either don't sell or no stock and the sales did not bother to enquire more about my needs. The sales people just always chat among themselves never look attentive. People walk by or near their counter also don't bother. Especially the shop in second floor lowyat. The one with long counter 2 lot next to cycom.
I brought this up to the 2nd Floor Branch Manager, and she will highlight this to the staff during the morning meetings. We will also raise some internal standards so if they want to achieve that they better be attentive
QUOTE(karhoe @ Jan 26 2010, 10:33 PM)
Your shop has the worst service ever la
Many years ago I bought FEW HP printers, and some toners, total purchase up to 1k +
As I was rushing, I did not ask to test the printer before I left, but later on I found out the printer was not working. I went back to the shop the next WORKING DAY and they confirmed it was not working.
Then the salesman said "For HP printer, no 1 to 1 exchange, we must send back to HP for DOA approval only can give you new one"
I'm like WTF, then another salesman rudely told his colleague "Aiya, suruh dia balik HP la, kita dealer ma"
Fine! I went to HP Towers from Lowyat Plaza and over there I was told really HP is just the distributor and for 1 to 1 exchange, it must be done at ThunderMatch !
So when my boss found out about this, the poor HP dude got some 'firing' over the phone although it is not his fault at all. So the HP dude only gave me a DOA approval and I went back to Lowyat Plaza ON THE SAME DAY !
Then the salesgirl acknowledged "Oh, actually we can give you one to one, we didn't know that"
I'm like, FUCUK YOU
So ya, blacklist Thunder Match already
Response from Operations Dept, HP is known to change warranty policies quite often. At times due to "on-site service", we as dealers are not even allowed to do RMA. But sometimes it changes and the responsibility falls back to us. However we apologise for the internal miscommunication, there shouldn't be any lack of communication between our staff anyway. Operations Dept will now ensure there is good and clear flow of information from Start (Product Purchasing) to End (warranty dept) so we will not repeat this blunder again.
Considering that this is quite a serious issue, though very old, we would like to offer some form of compensation. Please PM me your Name, Contact Number and Receipt Number and we will get in touch with you. We thank you for your feedback and hope we can one day earn your business again.
QUOTE(abubin @ Jan 28 2010, 01:21 PM)
No stock is biasa? Sorry, for me this means bad stock management.
For a company with so many branches, stocks should be usually at high level. If this branch no stock, they should be able to cut stock from another branch nearby. It is up to the sales whether they want to make the extra effort to go upstairs and take the stock. Which, in my case, they seems doesn't bother. And this happen not only once. A few times and in-fact even with some common items. No like I am asking for rare items.
Look at cycom, which I frequent a lot. If they got no stock, the sales even go take stock from another shop (not their own). Sure, it's a little more expensive but I am willing to pay them for their effort and sincerity on doing business.
Perhaps thundermatch's management should study more into their sales scheme for their staffs. Like lower basic salary but higher sales commission. This way, they only get more if they sell more. Also things like sales target personal and branch.
As per my response to abubin, I've highlighted this to Operations and they will ensure there is enough stock in all branches. We will also be pushing for numbers so basically if they've got no stock they won't get sales, and that will ensure our stock is healthy at all branches. Unless, of course if we are no longer taking new stock for that particular model, hope you understand
QUOTE(davidwai @ Jan 28 2010, 04:59 PM)
Dear Thunder Match Management,
This is what happened to me during my first time visit to Thunder Match;
I went into the shop ask for asssistance about the pricing item for the item I'm looking for. Obviously I'm surveying the price first before I decide to buy the item from here or from other outlet. Therefore I express my intention to one of your senior staff (I saw from the batch is not written "trainee") I would like to know the price for this item. The staff ask me whether I want to buy or not. I told him that I need to survey first before decide. His facial expression change immediately from Mr. Sunshine to Mr. Your-Family-Owe-Me-Alot-Of-Thing. He escort me to another staff (which is a Trainee) and what shock the most is that i heard he told the trainee ;"cincai layan orang ni, bukannya nak beli hanya buat sempit tempat sahaja". I was totally stun and spechless.
But still somehow some of the staff are quite polite and friendly. As example; the indian staff who at around the keyboard area are polite and friendly although I tell him I'm just looking around only. The staff give a friendly smile and then walk away.
This is quite a serious issue. Though we can't pinpoint who it was exactly who did this, the Branch Managers will highlight to the staff during morning meetings that what they do will be remembered by the customer. We will try our level best to communicate with our staff so they improve, and we hope they change so we won't have to let them go. Being honest though, personally I see most of the staff are reasonably polite and well mannered, I believe this is an isolated case; however, the Branch Managers will remind the staff regarding this. Thank you for highlighting this issue.
QUOTE(chiahau @ Feb 3 2010, 09:14 AM)
Mr Thunder, went to a branch of Thurder Match in Dataran Pahlawan Malacca, seriously not impressed at all..
Thought your company's rep will prove that the store has quality but it is not so in my case..
My dad whom is a tech-blind person, went to a branch of Thunder Match in M'cca and inquired about Lenovo laptop IIRC~
Instead, the manager there start telling him about HDDs and RAM slots..
No related to the question is hand and furthermore, the guy is not very polite as well..
He spoke in a agitated tone and somewhat, for me as a customer, quite rude as you are in fault and you want to talk so much nonsense..
That's all my complaints..
Not going to that branch any time soon..
Rather online order frm other seller like Moderno or etc coz price more competitive and quality in service..
Thanks for listening
As per my responses above, this will be brought up by the Managers as well. Thank you for your feedback.
QUOTE(typicalsite @ Feb 10 2010, 11:47 PM)
from my observation, the price is certainly a bit more expensive than others, and tend to keep old stocks, even the colour on the box already degraded. thundermatch to me is my last resort to find my IT stuff. mostly went to the 4th floor lowyat plaza.
Hello typicalsite,
Regarding prices, we always try to give customers the most competitive prices ever. However sometimes price wars happen and other competitors drop prices in order to raise sales for a short while. Being a one-stop center, we certainly can't play the game for *every* single product, however we strive to give the customer maximum value through our other services especially through the membership programme (which, if I may add, we are upgrading in a very short time - shhh).
About old stocks, our 4th Floor is the "final resting place" for all stocks, so that's why if there's any old stock, 4th Floor is where you'd find it. At reduced prices, of course
However, the inside is still as new as the day it was packaged, so I don't know about you but I see it as a treasure trove to find great deals for "old new items"
QUOTE(Cloners @ Feb 7 2010, 04:29 PM)
QUOTE(thunder_kaminari @ Jan 25 2010, 10:39 AM)
QUOTE(Cloners @ Jan 23 2010, 07:45 PM)
(Sourced quote from
separate thread)
Hi guys..
What I am going to tell you is what I've xprience with thundermatch. I assembled my own clone PC mostly part of it I bought with thundermatch. Once I bring it home It seems that the mobo (xtreme series) which have built-in sound card was faulty. I sent it back for repair & the staff said it will send to the manufacturer (Intel) for repair. Then about more than a week they call me to get my mobo (its heards like already repair) & once I got home and tested IT STILL FAULTY! It just like the y didn't sent for repair.Tired of going back & forth, lucky me still have my old Creative sound card that still works. I do talk to the staff about it by replacing with the same other mobo but they reluctant about it. Cannot do this cannot do that.. lack of info on computer things..
PLEASE BUY PC OR ANY PART OF IT FROM OTHER STORE & DON'T GO TO THUNDERMATCH OR YOU'LL BE SORRY!
(Sourced quote from
separate thread)
Hello Cloners,
Thank you for your feedback on ThunderMatch, we appreciate all positive and negative feedback as we are striving to improve our services. We have recently opened an official feedback thread for you to post any issues on ThunderMatch, could you please repost over there with details such as receipt number, warranty receipt number, branch purchased from and any other relevant details? I will do my best to investigate this issue for you and hopefully resolve this issue as soon as possible.
Kindly post here:
http://forum.lowyat.net/topic/1303211Cheers
thunder_kaminari
Thunder Match Technology S/B
It is up to you all guys in thundermatch. IF you can make me satisfy in what soever situation in this matter it is a start for you to recover from all this. I've bought it thru your id member which is my friend & I don't want to mentioned his name here because he just to me an introducer for the 2nd time.. which I still remember when my 1st rig I bought it from thunder match on 2004 and I still keep the receipt.
Date: 12/04/2009 Cashbill no 01-LY4-687880 Item Code MB-INTDP45SG Price RM450.00 together with 6 other item in 1 receipt and thats not includes the processor which I bought it on 17/042009 . I had to come back on 03/05/2009 for check & repair which from your JOB SHEET (Service Centre) which stated problem reported IDT Audio problem & service charge under warranty & technician particulars & sign by Andy. When I came back to collect the item after informed it was ready I can't remember because the is no document copy for me & I do sign an acknowledge paper given by your staff at a small store room at the back of service counter before I take it. After I assemble it again it is still faulty and I came back to rectify this matter its seem Andy & the other malay guy seems blurr to everytthing I report to him.. Near RM3000 I spend on your shop..
Alright I've finally gotten to the bottom of this issue. Here's what happened.
You bought the PC on 12th April last year. 3 weeks later you sent it for warranty due to sound problems. As a
dealer, we do not repair, but we sent it back to manufacturer. When the manufacturer contacted us, we contacted you. The motherboard was
replaced, not repaired - proof is the new serial number which was printed on your service slip. Alternatively you can open your PC and check the motherboard, and compare it with your original receipt.
Therefore, we conclude that if you have the same problem although with a new motherboard, it is most likely a software problem. Please bring it back to the Technical Department on LowYat 4th Floor whenever you can, so we can help you solve it. Look for En. Izam, he is the Head Technician there and will give you priority, please mention your name and the LowYat thread. If it turns out your hardware is really the problem, we will send it for warranty again. Alternatively if you do not want to bring it back, you can try to check the sound settings on your PC or reformat your PC if you are unable to find the software problem on your own.
And a side note - I am sorry that you have had a bad experience with us, but please understand that it is not our fault. We did what we could, and Intel gave you a brand new motherboard. Some things just happen, that's all. If you are unsatisfied with this still, you are free to shop at other shops. It's a free world and our company survival does not depend on one customer's purchase of a mere RM3000. We consider the interests of
all our customers, and strive to improve every way we can.
If all else fails, please call Mr Eddie Yap, Head of Public Relations of ThunderMatch Corporate side at 012-7776123. He has been informed of the situation and will assist you in further matters.
Hope this helps.
Best Regards
thunder_kaminari
Thunder Match Technology S/B
This post has been edited by thunder_kaminari: Feb 11 2010, 07:16 PM 
Jan 22 2010, 01:28 PM, updated 9y ago
Quote
), now I'm here 
loooooooooooong CNY holidays, so nice 
anyway as long as you bought from Thunder Match, you can claim at any Thunder Match outlet.
. Anyway regarding RMA, standard industry practice is free transport service for the first year by the retailer, meaning zero charge; however for 2nd year onwards a delivery fee is charged, in our case RM30. Warranty is provided by the manufacturer, we only do the delivery and follow-up service. Hope this clears the air.
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