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.

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.

Place a stop-order on your credit card? Hopefully you haven't paid for it already.

Next time it might be better to order direct from Apple, or from stores with stock.

Boycott Machines?

I don't know about you, but the tech support guy I spoke to from the Gardens was rude. So it all depends on who you talk to.

The company has terrible management and professionalism -- they probably don't care about training their staff.

One of you should try writing to the Star or a major news publication. That should get them to get their act together. They had bad service like 3 years ago. They still have bad service? Its like noone in management really cares!

they discriminate base on how people look don't they? (according to the accounts I've read here).

Thats kind of funny, because I'm sure I've gotten better service at Gucci/LV/Channel when I walk in with my GF even though I'm dressed like a complete slack. lol.

Warren Buffet, one of the richest man alive, drives a simple car -- so if the staff at Machines are so judgemental just because of looks, then they will probably be losing a lot of sales!

Its probably not as simple as that -- I think their staff is just incompetent because of well, their incompetent management. They seriously need to devote more time to the training of their staff.

As previously resonated here, if any of you are having problems with Machines, try calling up Apple and complaining to them, don't shop at Machines anymore, and pass the word around.

Xaw5126, I rather take good service anyday then freebies. Machines can take a lesson or two from Apple retail -- here is my experience from the Apple retail store in Atlanta and Boston, USA.

1. Ordered an aluminum Powerbook 12" (I still have sentimental feelings for this laptop although I eventually sold it!) online -- shipping was taking forever so I stepped into the Apple store, they kindly cancelled it for me, and I walked out with a brand stinking new powerbook the same day
2. Buying the powerbook allowed you to get an ipod for a really cheap price (it was a deal for students), so I sent in the barcodes and receipts, and got cash back a few weeks later. The ipod was practically free.
3. Later went back to the store a few days later because I found out that I was also suppose to get a free printer with the laptop. Apple apologized, gave me the free printer, and gave me an ADDITIONAL $100 USD cash back into my credit card (!!).
4. ipod got wet (not my fault, friends decided to throw me in into a river); took it to the Apple store and they gave me a refurbished unit ON THE SPOT.
5. Multiple problems with my 1st generation black intel macbook -- logic board failure, battery charging problems, cracked top case, and recently hard drive failure -- all replaced even though my macbook has been out of warranty between 2-4 years (yes I know its Apple Care and not Apple retail taking care of the problem, but still I thought I'd mention it).

Apple retail has fantastic service. Machines service juxtaposed again Apple retail is just appalling, especially since they are the largest operating "Apple" retail store in the country.

Yes, I would think that most consumers would believe there is a strong association between Apple and the resellers because of their premium reseller badge, and their strong presence in the city. Even the interior modelling of the reseller store, Machines and Mac City included, closely resembles an official Apple store.

Their rude staff can lead an undesirable impression that *all* Apple stores are like that for the uninformed. I don't know how much jurisdiction or say Apple has in QC of the staff at Machines, but since Machines is a distributor of almost all products exclusively Apple, it would be wise if they said a word to them. I would think that to resell Apple products, you would have to officially file to Apple to become one, otherwise, why aren't there more Mac selling stores in Low Yat? Or are Apple products really that expensive and exclusive?

This post has been edited by OmniAtlas: Apr 28 2010, 10:07 AM

Well, I'm in Australia at the moment and 'Next Byte', an Australia reseller replaced my hard drive within 1 day. They are pretty good with their service when you can get hold of their sales person, they are just understaffed (in Brisbane).

I ment smaller stores selling a range of diversified products -- e.g. Sony, Acers, Asus, etc, so why not macs? You might be right though, the market is just too small at this time. However, I've never seen a mac being sold outside an official reseller store, which is why I question if resellers are the only ones entitled to sell mac products.

I think people expect more from Apple stores (resellers or not) because they will probably buy another Apple product because of the ecosystem. Since my initial powerbook purchase I've bought direct from Apple :

Intel Macbook, macbook power adapter, Apple LCD, Apple Keyboard, Apple Mouse, iPhone, Mac OS. Thats at least over 3000 USD going directly to Apple. I'll probably continue to buy apple products in the near future because of their excellent Apple care and retail service, but thats only because I've experienced it on the other side (USA, Australia, phone centers).

I've also grown to love Mac OS X because of its reliability (the same couldn't be said for Windows).

You know, in Japan you can buy ipods in vending machines??!

Yes, thats right. I remember going to the Machines service center (its in the office building next to mid valley) to pick up my macbook after they couldn't fix it.

My experience with the store in 1Utama (I think its Mac City) has been pretty good -- back in the day I had m iphone 2g (recessed earphone jack) and I was looking for an adapter that would fit. Found an extension in the store, and the sales man was kind enough to let me open it to try it on the spot. It didn't fit, but at least they let me try it out first before I would have made a purchase.

I was also looking for earphones that did fit (v-moda at that time) and they had a look in their database to see when stock was coming in, and said they would hold one for me if they want.

Theres a difference between ACTIVE service, and service from Machines from what most of you are describing, sounds very passive, or non-existent at all.

I agree with the others that they should let us browse without bothering us, but a once in a while, "can I help you?", would be nice. I've gotten use to the passive service in Machines even when I do ask for help.

11,000 views and this thread is still going strong!

lol @ neverending complaints, maybe someone should sticky this.

BTW, just went to the official Apple store in Melbourne and they had excellent service. My aunt ended up buying a macbook and getting a free printer/fax/copier.

The guy was pretty good about explaining everything to my aunt who is a technophobe.