QUOTE(itanium @ Mar 13 2012, 01:27 AM)
Sabah :
MACHANICS@KK BY DIGITAL FORTRESS SDN BHD
DAMAI PLAZA PHASE 3, 1ST FLOOR, LOT 7, BLOCK B, WISMA CTF
KOTA KINABALU, SABAH 88300
+6012 827 2841, +6088 246 022
Hi guys, just like to share my bad experience with this AASP yesterday.
Summary:
Gave them my iPhone 5 (already outside warranty) to get a quote of how much to replace screen (slightly popped up) and sleep/wake button (not sensitive). They came out with my phone 5 mins later looking like an opened car bonnet and a missing home button. And they said that I gave them my phone without a home button and that with my swollen battery, they are unable to close back the phone properly.
No apology whatsoever. Both staff and manager have terrible customer service skills. The manager refuse to even come out and explain to me properly he just keep yelling to his staff to "explain to this customer who doesn't know and understand anything".
How can you send in something, before even repair already make it worse and with no guilt whatsoever. So angry.
Full story:
» Click to show Spoiler - click again to hide... «
Last month I emailed this AASP describing my problem and asking if they can do anything about it. They just said to come in to their service centre for diagnosis. So that's what I did yesterday. Who knew after 5 minutes of "diagnosis", my phone came out worse and no home button! The staff pretend nothing happen just put the phone on the table and said to me, "Ok ini boleh, Rm1070".
I was in shock for two things - one, how come my phone looks like crap now; two, since when it cost RM1k to replace a phone screen. So I said, "huh what kenapa mahal". Her reply was that the RM1k is for a new iphone 5. I said No of course not, I came here to replace parts not buy a new iPhone 5. Then she said they don't do spare part replacement here.
If so, why didn't the Manager just reply that in the email that they don't do spare part replacement? And secondly,why open my phone back cover when only the screen affected? Say give him the benefit of doubt, he wanna check for swollen battery. Then at least ASK ME FIRST. Tell me that diagnosing the phone may result in the phone being unable to close after this, do you want to proceed. None of this simple basic customer service skill. Nothing!!
Then I nicely ask (still in shock, haven't turn to anger yet) the staff what happened to my home button. She said I gave her the phone without a home button. Outright blatant lie. Do I need to cheat them for a home button, hello. I was still playing games and replying whatsapp messages with the home button while waiting for their staff to attend to me. I said please check properly, it's impossible the home button can drop out. Then she went to the back to ask the manager and he yelled saying she pass him the phone without a home button.
Forget the home button I thought. Just go lowyat ask someone to install a new one for me. My next question - what happened to the back cover why cannot close fully now? The staff went behind to ask Manager again, he yelled (again) asking the staff to show this customer the swollen battery because this customer don't understand and don't know anything (hello, I'm not even fighting for battery replacement program also ok, I already know the issues iP5 has).
So the staff showed me a fully opened iP5 back cover with a swollen battery. I said I KNOW. But when I sent it it WAS NOT LIKE THIS. I ask you to replace screen only, why you go open my back cover? She went to the back again and the Manager keep shouting that customer don't understand.
At this point I left because I don't like to go to people's shop and shout and other customers were already staring. Some even supported them by asking me to "live with it".
I'm just so pissed and upset that they could do something so unprofessional. I asked for a quote, I didn't ask them to already open and fix my phone on the spot.
It appears that a fellow forumer experienced something similar with his Mac. Read it here:
https://forum.lowyat.net/topic/3004825/all.
I've emailed a complaint to their HQ but no reply of course. Also called Apple Malaysia to complain and they did apologise. Now awaiting for Apple Singapore to call me back. Next would be to complain to FOMCA.
Not a matter of how big or small the damage. But a matter of principle. I want this AASP to have his license revoked or something. He's the only AASP in Sabah and that makes him bloody arrogant.
This post has been edited by baoz: Feb 24 2015, 07:42 PM Attached thumbnail(s)