I was quite upset with Ninetology's M warranty and their services. I think the M warranty is kind of misleading. Correct me if I am wrong.



Bought 2 Ninetology Black Pearl 2 from BK communication last Monday. One of it is fine but the other was unable to make the first call for sim card activation as there was no signal. Contacted S.Kembangan service centre and one of the guy (Mr. A) ask me to take photo of the problem and Whatsapp him the picture. Once he saw the picture, he asked me to send it to the service centre for M warranty claim.

So I sent it on that day itself (it was Friday). Mr A took out the battery and the back cover of the handset and took away only the body of the handset. I asked for 1 to 1 exchange, but he said HQ need to check the phone first before proceed with the exchange, so I agreed. He promised will give me an update on the status of my phone on Monday.

So Monday came and I called Mr A's number around 11am. He said it was still early and asked me to wait for 1 hour while he contact HQ for update on my phone. He promised will call me back around afternoon. Waited until around 3.30pm, I called his number again but no one pickup. Frustrated, I called S.Kembangan's service centre at around 4.30pm to ask for an update.

Mr B picked up my phone. After explaining my situation to him and asked him about my M warranty exchange, he said Mr A just passed the phone to him without telling him that its a new phone and the situation. So Mr B asked me to wait for 15 mins so that he can call HQ to check my phone's status and he will call me back.

After 15 mins, he called me back saying HQ confirmed the defect in the phone and I can get a new replacement. He said I can come tomorrow for pickup but I insisted on today, and he agreed. He said he is leaving the office early but will pass the phone and message to his colleage, Mr C to handle.

I went to the service centre and met Mr C. He told me I cannot get replacement now as the new unit must be issued by HQ itself, cannot take from the stock they have currently. I said, but Mr B already agreed, so he called Mr B and they had some chats.

Mr C passed the phone that they currently having chat with to me and Mr B suddenly tell me, they can't give me replacement because the phone is not theirs. I was confused and furious. Mr C further explain to me, if I bought the phone from the S.Kembangan area, they can straight away replace new one for me, but mine is from Summit so it is handled by another service centre and therefore they can't exchange now.

I was upset that the miscommunication between the staff there caused me to travel to the service centre for nothing. Mr C kept apologizing and promised that their HQ will give me new unit so I accept with a heavy heart. Then I passed the old box plus the accessories back to Mr C, thinking that the new unit comes with a complete set but Mr C asked me to keep the old box, saying that the 1 to 1 exchange only exchange the body of the handset.

I asked him to clarify on the M warranty, differences between the 7 days and 90 days since both are 1 to 1 exchange. He explains, if 7 days, exchange the whole body of the handset (exclude battery and back cover) meanwhile for the 90 days warranty, they will only exchange the board of the set but retain the old casing of the phone.

This is totally different from what I understand from their advertisement. I think their claim is misleading and they should further clarify it to prevent confusion.

So I went back empty handed yesterday, still waiting for my new set T_T
Sigh..