Hi everybody,

I've been using my current 15" Macbook Pro for about 2 years now, it gave me no problem whatsoever. But earlier this year, some problem started to crop up. Namely the screen's backlight starts flickering once in a while and after a few weeks my MBP cant detect it's own motion sensor. Then one fine day, my MBP fell dead on me. It just wont start when i pressed the power button. I tried to reset the SMC, but to no avail.

So i sent my MBP for servicing to Machines 1Utama because it's the closest Apple Service Center from my place. It was the 5th or 6th day of CNY when i went there. When i arrived at the Machines Plus counter, the person at the back was playing some CNY song VERY loud. As i was explaining the problems to him, he kept playing the song out loud from his Macbook, his face showed such indifference as though he was too lazy to layan me and he didn't notice that the loud noise made it hard for me to say anything without me shouting. Granted it was CNY, i can understand lah the festive mood and that there wasn't many customers that day. But professional courtesy la, when someone is talking to you make sure you look at him, NOT stare at your computer screen playing games or choosing songs or whatever ALL the time! And Machines is supposed to be an Apple "Premium Reseller"? Please laaaaaa

But that was nothing compared to what happens next

After a week, someone from Machines called me to tell me that the problem has been fixed and all i need to pay was RM100 (which i thought it was lucky of me, since it was nothing to do with the logic board). I collected it, used it for a week and it died on me again. This time, i tried to press Command+Control+Power Button and my MBP manage to start back after a few tries. But now other problem starts to show, the fan runs on full speed all the time and the battery wont charge at all. Just like the first time, i sent it back to Machines 1Utama. After 5 days, i was sleeping when the service center called me and told me my worse fear, my Logic Board needs replacing. It cost around RM2400 for the Logic Board and since my battery and disk drive needs replacing, it would be another RM1000+ for those. Hey, i was asleep when he called me, my mind was still fuzzy and i cant make a decision on whether to replace everything or get a whole new MBP on the spot. So i told him i need to consult my computer guru first and i will give him a call the next day

Called the Machines Service Center the next day, asked the very lazy sounding receptionist to transfer my call to the one who serviced my MBP. The call went like;

Him: Hello (in a VERY cold way, as though i disturbed him in a middle of a date or something)
Me : You called me yesterday and told me that my MBP needs parts replacement (i gave him my service number so he knows which one in mine)
Him : Yes (still in a cold lansi way)
Me : So it's the Logic Board right? How much is it again? and how much will the battery and disk drive cost?
Him : I've already told you yesterday (in a VERY ANNOYED AND LANSI TONE! What's his problem anyway? insecure about the size of his man-parts?)
Me : Ok, since it's gonna be quite expensive, i think i'll wait for Apple to release the new MPB (and i still spoke to him in a very POLITE way!)
Him : Ok. We'll still need to charge you RM60 for cancellation of service (WTF, it's still under the last service warranty!)
Me : RM60? I thought it's still under your warranty from my last service (just a week ago)? Since it's the same problem as last time, could the one before be caused by the same faulty Logic Board? (Which means its the same problem, but cause me to send it back twice)
Him : I'm not the one who serviced your laptop last time (Again with the very annoyed tone)
Me : So do i still need to pay?
Him : No


What kind of 2 bit service center is this !? I asked him in a very soft way and he treated me like crap! I've sent them an email requesting the company's stand on this matter and they had not replied me even after around 2 months. Hey, when you buy a RM7000++ laptop, you'd expect some professionalism! After all, we are the one who pays for their salary ! I'll get more friendlier service if i buy a cheap 1000+ Acer laptop from Low Yat Plaza ok! "The Best Apple Reseller" my bottom!

The best part is (MY part that is ), i manage to make Machines lose some of it's customers. You see, i was always good at influencing peoples around me and i have quite a few friends working in the graphic design line. 1 of them is a founder and head manager of a graphic design studio company. Somewhere in August this year, she's doing a major revamp on their computer line. She's looking for around 10 units of 17" Macbook Pro and 3 units of iMac and 2 units Mac Pro and not to mention countless softwares for the new office and is searching for a single product and service provider. She has bought her personal iMac and iPod from Machines Mid Valley and is a long time customer of the shop and has shortlisted them to be her supplier. Guess who managed to change her mind ? You see, they are not far sighted enough to see this. Just because they were arrogant with one customer, they have lost business for around RM120,000++ worth of hardware and about 5 years worth or servicing and consultancy fees

Im looking to get a replacement for my 15" MBP, and now that the price has drop yet again, the time is ripe to get one soon. But rest assured im never doing business with Machines again

sorry i never like Machines or Apple store services, hidden ego in them as they are selling some sort of 'special hi-end' products. Totally different experience when i'm shopping in other countries.

Yup, you'll get politer reply when you asks for the price of the Ferrari at Naza Automall, while wearing a faded T-shirt and shorts

I oso don't know la what had happened to Machines. They used to be polite to their customer. Maybe nowadays margin so low, the quality of customer service oso low. I think Apple USA needs to rethink appointing another authorised reseller that CAN provide excellent customer service. Maybe they can appoint one of the kiosk sellers at Lowyat? Even better service, despite their arrogance.

Machines is only high-end here. In Singapore, even the Bangla is using MacBook. Go and have alook yourself.
Just dont understand why some crave for Apple like its the air you breathe. Zzz.

Actually the problem is with Machines 1U, I have no issue on Machines on Medvalley and Gardens, their service is good as I bought most of my gadgets from there, then I was in 1U and decided to buy some case for my iphone so drop by at Machines, their face is so Lan Si and full of EGO, I called them to open the case and found some stratches not even put them on my iphone yet and they told me they cannot refund.... hello... I open the box in front of them and discover the scratch... and aftyer a few argument as I raise my voice they decided to refund to me... NEVER go to 1U Machines, my GF also BANNED the place... then I was in switch sri kembangan... their service is superb.... also Mid Valley Machines they offered superb service as well...

For servicing, avoid Machines at all cost .. they are incompetence loads .. I've been happy with service given by Sapura (Sect.14, PJ) and VR Tech (Yap Kwan Seng near Australian Embassy).

I suggest you send your MBP at the Gardens. The customer service there is quite good. They're quite nice people, well atleast to me they are.

i don't brought from machines yet, but a visit at Sunway branch is quite polite..even I don't buy the salesperson entertain my enquiry so well..Maybe the service center is quite lansi coz they taught they are CHAMPIONS of Mac..
So far for servicing Mac I always go to VR Technology, or last time a company at BSC, forgot the name caused already wind off..
The main problem in Malaysia Apple Malaysia is just some sort of agent/trader. Any problems on hardware they sub-contract it to the ASP.

Last time at BSC there was only one..., MacAsia...?

Yup, MacAsia..now I remember..thanks..

next time bring a gun along . a long parang will do too.

try out our humble team. we serve most of the Video industry players in Town.

Machines has terrible service. I screamed at one of their technical support persons because of their incompetent -- 'don't really want to talk to you' service.

Your best bet would be to

1. Call Apple care and get a service ID from them
2. Go to Sapura (they are listed on the apple web site) in PJ (near Digital mall) and they will fix your laptop usually within 1 or 2 days. The guy you need to talk to is Chong See Khien, really nice guy -- he fixed the cracks in my laptop, and cleaned the inside of it as well.
3. Complain directly to Apple about Machines. Machines is a direct representative of Apple so their bad service puts Apple in a bad light.
4. Boycott Machines, and try out the other mac stores. Mac City had really good service but I don't know if they are still around.

While I suggest 1 and 2, VR is also a good service provider themselves. On the approach of AppleCare, be warned that I assume TS' MBP is out of warranty...? That could costs even if you call AppleCare.

As for number 3, why do you say Machines is a direct representative of Apple...?

Number 4, no comment... You can call Apple Malaysia to complain as well, but nowadays even complains fall into deaf ears, so I really question the competence of Apple Malaysia. Personally, I'll write straight to Apple South Asia in Singapore...

This post has been edited by Eithanius: Apr 16 2010, 03:58 PM

omega-lynx,

Perhaps you may posts your complaints at their facebook fan page. Should get enough attention!

I recommend VR as well. Really nice people and good service.

thanks god, i'm not the only one.

I've been out of warranty for the last 3 years and I haven't been charged anything. Might as well give it a go, since you have nothing to lose.

Machines is an official reseller of Apple, they have a direct relationship with them, and therefore I would consider them a direct representative of Apple. I haven't seen any other stores selling Apple products unless they are an official reseller, so I would call Machines a direct representation of Apple in Malaysia, just like Epicenter in KL and Singapore would be a direct representation of Apple.

So far all the Machines staff at Sunway have been quite helpful and informative to me except for one.. when I asked him if the white Macbook will get dirty he just gave a one-liner "Yes". I ask him is got any protective casing that can use he just said "Got". Then he turned back to play with the Macbook without servicing this customer. No explanation whatsoever. Made me didn't wanna buy the Macbook already.