I am a M$ Windows user all these while until last month. I decided to get a Mac for myself, for a change and hope will increase my productivity. On 27 June 2011, I went to Machines Sunway and trying to get a MBP from them. Just that the sales person's service and attitude was very bad. So, I didn't get from them. I went for dinner after that at IOI Mall and I passed by SenQ. Didn't realise they carry Apple products until then. I went in and talk to the sales person. The sales person was quite good and their offer also pretty. They only charged RM25 as processing fee for 12 months interest free installment plan for any credit card. And on top of that, they charged RM12 (for SenQ card application) to get 2nd year warranty. So, I got my MBP 15" from them. Then, I thought I will live happily ever after with my MBP.... until yesteday. I got a kernel panic after I did some software updates. I tried to restart a few times but failed. Keep on getting the kernel panic message even I boot with the Mac OS X installation disc. So, I called SenQ first thing in this morning and checked with them about the warranty. The receptionist can't even speak English. Anyway, I am not so confidence with SenQ at this moment because they don't have any technician on the spot to do preliminary check. Keep on telling me to just bring there and they will send for warranty. Since I don't have any choice now, I called Machines. I brought my MBP to Machines KLCC and their technician there was quite professional. They did the preliminary check and explain to me. They even found out for me that my MBP somehow was registered on 17 April 2011 instead of 27 June 2011. They asked me to call Apple toll free line and sort it out. Technician told me they can't do much in Malaysia for warranty claims. No matter what they need to send to Singapore. Now, my MBP is with them and hopefully everything will be fine...


So, that's my whole experience with my first Mac that I didn't manage to spend even a month with...

I called Machines on 25 July 2011 and they are still doing testing.
I called again on 27 July 2011 and they are still doing testing and not sure what went wrong.
Then, I called Apple toll free and talked to the customer service immediately. According to Apple, we Malaysian don't have any choice but to stick to Apple's lousy partner like Machines until they setup an official Apple store in Malaysia. But she guarantee she will expedite and follow-up closely with Machines on my behalf.
Today (28 July 2011) noon, Machines called me and said they have finally placed an order for motherboard replacement. The part will only arrive next Wed or Thu.... WTH...... on top of that Machines need 1 day to replace the motherboard.......

I guess we Malaysian better DON'T use Apple products since we pay premium but treated differently.

I am just wondering will there be somebody in Malaysia that can offer better and faster service. This will be a great opportunity.

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Added on July 28, 2011, 12:59 pmI noticed that Switch is quite aggressive but not sure about their service level since I am staying in KL. Is it good?

This post has been edited by cheetooh: Jul 28 2011, 12:59 PM

@xaw5126, we need a stronger group power to protect our interest. As for the retail shop owners, there are a lot of different ways to cover their investment. But, I strongly believe Machines is able to provide better service in Malaysia with their current setup if they want to do so. This is something that they need to change fast.

Just now (29 July 2011) morning, Apple customer service called me. She will speed-up the replacement part delivery and get Machines to collect it by today. But Machines told her the part might get stuck at Malaysia Custom and I think this is a pretty lame excuse since I deal with custom before and I know how fast they can release the item. So I guess things will get stuck at Machines again. At least now the situation is slightly better.

Thanks for your sharing and this is something to learn. But I think things will still be more or less the same until Apple setup an official store/office here which I don't think this is going to happen in the near future....

Any idea to rescue or help Malaysia's Apple fans or users?

you might be right as well. but i think this is not the first time custom hold any parts/products that Apple sent and definitely not the first time Machines deal with them. just trying to analyse the whole situation based on my common sense.