Forumer we are replying to: Mr.Lonely

Item being sold/bought: HUAWEI E372 USB Dongle Modem (DC-HSPA+ Ready)

Original thread link: http://forum.lowyat.net/topic/621166

Date of transaction: 31/7/12

Details of the complaint :

30/7
i called her up via phone to ask for price, stock, and CoD arrangement etcs. Everything went smooth no fishy here.

No comment, business as usual

31/7
i rang her again to confirm the cod in my place and she say she'll send her boy over to get the deal done. So around 11am, her boy come over and give me a call ask me to meet him. During the meeting, he showed me the RM400 Huawei E372 modem set and started a conversation with me. After that, he showed me another E372 and claim it is slightly cheaper at RM390 because of the box is not in good condition and blah. So after some consideration since only the box is a bit off shaped and he confirm it is 100% new and working like the RM400. I am a consumer so i decided to get the RM390 based on his words. Right after get the modem, i sent it out to my friend in Sarawak via Poslaju with a EXTRA sized box and properly cushioned packaging(i ship DSLR camera to everywhere in my business).

Business as usual, we do provide delivery services according to our GOODWILL.

Yes we had (3) units of Huawei E372 out of our (30) units where the packaging/box had cosmetic issues due to customs inspection and courier agency handling.

The buyer chose the cheaper unit and we DID NOT FORCE HIM. We sold the other (2) units as well and no issues reported as the units are in 100% perfect working condition.

Cosmetic packaging/box won’t affect the item.

We don’t know what happened to the item after giving the buyer or what was his dealing with the "friend" and also what the "friend" did to the item.


2/8
My friend called me up and say the modem is not working. now i feel bad because i did not try it before i send to Sarawak, i started to feel fishy. So i asked my friend whats the problem and my friend tell me that the modem software keep on showing "invalid sim card" error. So immediately i called up, Andrewdavid's eStore and seek for help.
At the very beginning of the conversation she blame for my friend sim card is not compatible. so I asked my friend to try with Celcome, DIGI and MAXIS sim cards to ensure it is not the problem. So, right after that she blame that my friend might flashed the firmware of the usb modem, and i told her that she dun even know how to do online transaction and u expecting she know how to flash a usb modem? So at the end, I say i will ask my friend to send me back the modem and i going to go to her place and let her check it out.

Firstly all of our modems are tested as stated on all of our advertisements:
“All of our modems have been tested and are in working order.
Please take note, if you would still like to test the device before purchasing it, do bring along your mobile broadband enabled SIM card and necessary items. “

We have done our part as a distributor by ensuring that all our items are in working order. It is beyond our control what happens to the item from the item it was given to YOU (buyer), and also from YOU to your FRIEND (3rd party). Claims can be claims.

We have faced many issues where by customer’s SIM card is not compatible due to Multi-Sim, Sim card faulty issues and mishandling (e.g. inserting the Sim upside down or backwards). We did not BLAME, but we assumed that it could/would have been a possibility that the firmware would/could have been flashed as well.

4/8
I got the modem in the afternoon, and i rang her up i will be in her place around 1pm.
Reached her store, i bring the modem into her shop and she started testing it after some time she show me the screen and she claim that she manage to connect to the internet using her own Celcom simcard. Then i asked to test a few more simcard to ensure the thing is really in working condition, so i pop out my iphone's digi sim, and my ipad's maxis sim and pass to her for testing. Then after trying with my digi sim, the software showing the exact same error msg my friend complaining to me. Then she try to take out my simcard from modem, but it seem a bit difficult to take out because she try to bend my simcard just to get it out. And right after that, she started to react quite weird in my point of view, she started to her working come over and c the modem and say that the sim tray pin is bended because of micro sim etcs and keep on showing me and ask me to c myself of all this sort of thing and just keep saying the micro sim damage the tray etcs and tell me what her customer break others e372 antenna port in 3days etcs which all doesn't really relate to my problem.



Yes you did come to our office but you were RUDE and acted unprofessionally by shouting and swearing which was not necessary.
We do have recordings on our CCTV of your ILL-MANNERED act.

You agreed that the item was WORKING with our Celcom sim card.
There you go, therefore the item was working and proves that we tested it accordingly.

As you CLAIMED, we did not bend your SIM card but we were trying to take your Micro-SIM card out without damaging the internal pins.

Yes, you took out your Micro-Sim for us to test and the problem only occurred after using your Micro-Sim. All modems are designed to be ONLY used with full-sized sim and NOT recommended to be used with Micro-Sim as it could damage the SIM reader in the modem due to mishandling.
But using Micro-sim is entirely a user’s preference.

We did advise you on some of the other possible problems where our other customers have faced before but you were being IGNORANT and SNOBBISH which is not the issue here.


==== Highlight number 1. she trying to turn my problem into another sim tray problem? or what her intention? ====

We are telling you the fact which the problem could be due to you / your friend engaging Micro-Sim into it and damaging the Sim reader or inserting SIM card improperly either upside down or backwards damaging the Sim Reader Pins. (USER DEFAULT). Our colleague had no intention there but do you?

==== Highlight number 2, my friend is using a full sized MAXIS sim card =======

It is what you claim and it is otherwise to be believed.
For your info, The SIM reader can de damaged using normal SIM as well as mentioned above.

Were you there at the 1st place to see how your "friend" was handling the device?

This i told her, but just because i give her a digi micro sim, she blame everything on the micro sim. Just try to be gentlemen in front of this lady, i say alright y not we try others full size sim from others telco? and she answer me that she dun have any others telco sim bside Celcom, so i say it doesn't matter since she say she have no others telco simcard, i say y not try a few more times with celcoms simcard in and out to ensure not the so called sim tray problem she mention. Then she pop in her celcom simcard again and the error exist. She tried another time and the same thing happen, then she ask me to leave the modem with her for further investigation.

We ASSUME it could be due to the Micro-sim and did not BLAME you.

Yes we only have Celcom Sim card because we are a Celcom authorised dealer.

As we mentioned earlier the item was functioning perfectly and the problem occurred only after inserting the/your Micro-sim.

==== Highlight 3, i start to feel fishy about this person, because i question her that she only put in the micro-sim for 1 times that the whole thing banded? and she confidently say yes, and she say she encounter this problem a lots of times alrdy.(if she encounter it a lots of times, why din she tell me before she try my simcard?). But since she wanted a further investigation so i left my modem with her.

As we mentioned above, we ASSUME the main reason could be due to inserting Micro-sim improperly or inserting a normal SIM towards the wrong direction.

We did NOT confidently say yes as you CLAIM but we said it could possibly be due to YOU or “YOUR FRIEND” inserting any kind of SIM improperly.

Using Micro-Sim and handling it properly by not inserting the SIM in and out all the time is FINE.
We are dealing with 3G devices for that past 6 years now as we know how to handle it.

That is the reason we told you to leave the modem with us so that we can rectify this issue through our supplier to get proper clarification on the fault.

BUT you were IMPATIENT and FUSSY, wanting another unit to be REPLACED immediately which was not a MANUFACTURING DEFECT which qualifies for our 1 TO 1 CHANGE policy.
You left your modem with us DEMANDING for it to be replaced by MONDAY (06-August-2012) which falls on a STATE HOLIDAY here in Selangor.

Is that being fair for us?

It is so fishy you wanted an immediate claim, is that because you are aware that the item was DAMAGED DUE TO USER DEFAULT? (Our point of view)

6/8
She called me and tell me that she confirm the modem is faulty and she say there will be a replacement unit for me and ask me go to her place and collect myself.
BUT she say she can only replace a OEM "3" E372 for me (OEM "3" E372 only selling at RM350 by herself, aka i will lost 40 bucks just because of her so called warranty scheme)
or i top up 10 bucks to make the total price back to RM400 and i entitle for a Huawei E372 ( i feel this is totally stupid, u give me discounted price to get an items and now because of warranty the items u wan me pay back the full price? )
So i say i dun mind to pay for it although it look stupid i pay money for warranty, but i request her to send me back the items. but she reply a NO, if i wan them to ship me back the items where her boy can reach me by motorbike within 5 to 10 min she ask for another RM10 charges.

Stop claiming otherwise, We DID NOT confirm that the modem was faulty but we were willing to EXCHANGE by our OWN GOODWILL after considering in a few aspects plus our supplier was willing to rectify the problem for us as we are one of the main distributors in the whole of Malaysia .

We said that if you need the item URGENTLY we can only replace it with “3” OEM unit and bear in mind it is STATE HOLIDAY here in Selangor today (06th August 2012) and refer to our reply on your HIGHLIGHT 3 where you DEMANDED the item to be replaced by Monday (06-08-2012) never taking the STATE HOLIDAY into consideration.

You bought the item on 31st July 2012 where the price for Huawei E372 was RM400 with 6 months warranty and RM450 with 1 year warranty still.

But HEY, the price was decreased on 01st August 2012 onwards due to festive season PROMOTION.
That is beyond our control as it was an instruction from our superior.

The new pricing now is RM350 for “3” Huawei E372 units with 6 months warranty and RM400 for Huawei E372 unit with 1 year warranty.

Warranty scheme is available anywhere now if you didn’t know or not aware of. Simply walk into any chain retail outlet like SENQ or so to find out further.

As we mentioned above, according to our GOODWILL we were willing to exchange the item immediately for you or otherwise you will need to wait for repair.

All we ask is to top up RM10 to get a BRAND NEW HUAWEI E372 and save all your time waiting or another option is to go ahead with the “3” HUAWEI E372 which we feel we are lenient enough.

You took the option of purchasing the unit which the packaging/box had cosmetic issue (item was brand new) and we didn’t FORCE you.

The choice was entirely up to you.

The “3” Huawei E372 was only introduced last night (05th August 2012) as it was part of our latest promotion.

You are NOT GETTING the point here, you are not paying anything for the WARRANTY claim but only adding RM10 to get a BRAND NEW unit when the other unit is not qualified for a CLAIM yet due to STATE HOLIDAY but again you were DEMANDING wanting it to be replaced immediately.

Why should we ship the item to you when you are responsible for collecting it by yourself?
Moreover you were demanding for the item to be delivered on specific instructions according to your own convenience.

Delivery is our GOODWILL service and NOT for you to ABUSE it.

It is not your CONCERN on how long our delivery guy takes to reach to your destination nor is it COMPULSORY for us to deliver the replacement unit.

Don’t you think this situation is entirely ONE-SIDED?

Can you do the same IF YOU PURCHASED a unit from CELCOM/MAXIS? Would they deliver it to you?

Yes, we did request additional RM10 if you wanted the item to be delivered as everything costs MONEY, TIME and EFFORT.

We have to pay our staff, petrol, maintenance and etc. NOT FREE.

Moreover you are being RUDE, FUSSY, SWEARING in VULGAR words over the phone.
Even if we want to do the delivery for free, we WON’T due to your unprofessional and unethical attitude.

You hung up the phone when our colleague told you that she was going to LODGE a POLICE REPORT against you for DEFAMATION because you were SWEARING IN VULGAR WORDS CONTINUOUSLY. This explains what type of a person you are.

My Conclusion and suspect.
i suspect originally the so call "bad shaped box E372" is a problem unit with banded pin ( as i does not any how believe the pin can just band by her just like that in front of her customer,me)
i also suspecting they r just trying their best to sell of the "bad shaped box E372" to reduce losses to hope customer who bought it doesn't know(the things work once a while according to the test she done in front of me).
and most important their so call "discount" just in case your items is faulty they will use all sort of excuses just to get back the full price before they proceed with the warranty. ( she tell me to claim from huawei myself if i do not intended to pay for the price different)

You “SUSPECT”, therefore it is an assumption. If it was problematic how come it worked with our Celcom card initially as you AGREED?

As mentioned earlier, it was entirely your choice to go with the unit where the packaging/box had cosmetic issue and we didn’t FORCE you, so why complain now?

Yes, we told you to go ahead and proceed to HUAWEI directly for the claim since you had so much to say and you can SAVE your RM10 as your main point plus you know your demands will not be entertained by them. Moreover we are just the distributor not a manufacturer.

Who wants to deal with a person with bad attitude like you?


Conclusion this seller is all attempt to earn every single cents from you and try to wipe their @ss and run away from their responsibility or their so call warranty.

Your conclusion is baseless because you are DEMANDING, we are not RUNNING from any responsibilities as we are established, dealing with many public listed corporates. We have sold thousands of units and our feedbacks on all of our threads would explain our CREDIBILITY.

We have clearly mentioned that 1 to 1 change is only applicable on manufacturing defects and not user default YET you still wanted it to be replaced immediately.

So you get the picture of HOW you painted your own IMAGE by trying to tarnish our COMPANY'S IMAGE??



Complaint
- She trying to fraud a deal (maybe? or alteast i feel so)

We wouldn’t be established if FRAUD is our intention or are you planning to get an IMMEDIATE claim before our supplier prove that the item is faulty due to USER DEFAULT?

*Because you won’t get a claim before we find out that the fault is caused by you or your so called “FRIEND” ??? (We assume)



- She trying to escape from warranty ( ask me to claim myself from huawei if i dun pay for the full price)

Why should we escape from warranty when it is covered by HUAWEI?

Are you trying your level best to avoid the complexity of the issue as it could be due to your own DEFAULT? (We assume)


- She trying to run away from responsible ( as what she say she banded my sim tray pin, that her fault not mine)

We are totally responsible as a SELLER/DISTRIBUTOR. We are an established company.
It is just that, we do not welcome unprofessional customers like you.

That is the reason why we are willing to offer an exchange if you need it urgently even before the item is repaired or the fault is being rectified.

As we mentioned above, we did not bend the internal SIM reader pin as you ASSUME or CLAIM.


ps. i'll send a pm to notify her about this report. and prepare her to come here and push away all her responsibility

We have now replied to your dispute formally and informed you via PM as well. We are not pushing any responsibility as you CLAIM again plus bear in mind it is a STATE HOLIDAY today and we are not a part-time seller or so therefore we work according to standard business hours as stated on our website http://andrewsestore.com/store/contactus/

Some of the contain in the claims above is base on my personal feeling and observation, it might not the real intention of the seller.

The problem could have been solved amicably if you were professional, patient, not fussy in handling the situation and mainly putting unwanted words from your mouth (vulgarity) where made things difficult for both parties.

We are just a distributor not a manufacturer, electronic items intend to fail which is beyond our control, for instance iPhone 4s is manufactured by Apple a world renowned company yet it still fails at times. Can Maxis/Celcom/DiGi do anything about it?? No, because they are just the distributors! Like us

If it is due to water damage, will it be covered by the warranty?
~ OBVIOUSLY NOT

If you bought an iPhone from Maxis, Celcom or DiGi, can you DEMAND to get an immediate exchange if it fails?
~No way, you need to wait for it to be diagnosed and it takes time for the replacement process, shouting or swearing at the customer service is NOT GOING TO SOLVE THE PROBLEM. Therefore, legal actions can be taken against you.

“Customers are always right” but at times “Customers aren’t always right”. Irresponsible customers tend to abuse this famous phrase and use it to their own advantage.

OUR CONCLUSION:

After taking everything into consideration, these are the options we can suggest to you:

1) You can wait for your item to be repaired without any cost
2) You can opt for a brand new HUAWEI E372 unit with an additional cost of RM10
3) We can replace with “3” Huawei E372 unit immediately

*DELIVERY WILL NOT BE PROVIDED AS YOU NEED TO WALK IN YOURSELF TO COLLECT YOUR ITEM/DEVICE.

PLEASE LET US KNOW ON YOUR DECISION AND INFORM US PRIOR TO YOUR ARRIVAL.

Hope that helps and this issue can be solved in a professional manner.

Regards

***Please check our feedbacks through all our threads compiled throughout the years as we didn’t fail to serve our customers from the very 1st Huawei E220 (Year 2007) until now.


This post has been edited by andrewdavid: Aug 6 2012, 09:44 PM