Brand :
Laptop Model :
Warranty : (Finish or Still Under warranty)
Shop location :
your story :


Example :

From MSI Malaysia fb page:

"MSI laptops may be nice but the customer service sucks like nobody's business. I bought a defective product from MSI that broke down after using for 10 days. 10 freaking days. Sent my laptop back, I requested for a one-to-one exchange on DOA basis. Since November 6 until now they kept dragging with a lot of stupid excuses.

Last three weeks, I call them and they said, "Oh, your request is approved, but so sorry miss we don't have stocks available now, have to wait till end of december. But if you want a laptop now, you have to pay RM300 to get another laptop also a GE60 but an upgraded version." HELLO, I'M A STUDENT I BOUGHT THE LAPTOP FOR 3.3k CASH AND YOU TELL ME I HAVE TO PAY ANOTHER 300 BUCKS TO GET A LAPTOP INSTANTLY OR I HAVE TO WAIT ABOUT A MONTH!? I refuse to pay so I asked if they could just give me that available laptop for free as compensation.

1 week later still no news, nobody called me so I called MSI, MSI told me that I can pick up the upgraded laptop soon without paying RM300. I kept asking are you sure are you sure? I don't have to pay? She said yes you don't have to pay, the new upgraded laptop comes with keyboard with backlight and it has GTX graphic card. I was so happy. I called them 3 times to reconfirm the news, including informing them I will pick up on Friday bla bla bla.

2 days later, 1 day before collecting the laptop, I called MSI, asking if the laptop has arrived, MSI told me "Yes, it has arrived I'll ask the technician to call you once they finish running a test on the laptop." When the technician called, I asked what's the specs of the laptop, he told me it doesn't have keyboards with backlight, cz it's the same model I bought that was defective." I was dumbfounded. That MSI fella promised me an upgraded laptop earlier! I called her asking why the sudden change?? She said, "Oh miss, MSI HQ gave the wrong info, you can't get the upgraded version."

WTF? So with just 1 simple sentence you can get away with compensating me?? And she didn't even called me to tell me that it's a wrong info given. I have to call the service centre to find out!! I was furious and I said FINE, I'LL PAY THE DAMN 300, I WANT AN UPGRADED VERSION LAPTOP. She said :"Oh sorry miss, we don't have stocks for the upgraded version laptop anymore." !@#@$!!

This morning, I called again. I cannot tahan already. 1 week since they troll me. She finally message me saying the laptop can be picked up, I just have to pay RM300. So i called MSI service centre in the morning to tell them I want to pick it up. MSI said "Sorry, we can't allow you to pick up first, because the laptop we received is a different model than what is stated in the e-mail. I will check with MSI HQ and call you back in a bit."

UNTIL 6PM NOBODY CALLED. I CALL BACK AND NOBODY ANSWER. 3 FREAKING DIFFERENT NUMBERS NOBODY PICK UP.

This is MSI's customer service. Kudos to MSI for providing such 'wonderful' service."

SOS by -kytz-

Wow, now warranty issue become official thread for lowyat forumer, this is really a good point.

It is also good to let them know how bad their service, I mean some place.

Just for suggestion, you mind to do some statistic or collect voting for service centres? For example, 100 people not satisfied with Asus Lowyat bad service.

well.. thanks for suggestion..i cant do that.. scared get warned, but i will think about it and with agreement with other sifus as well    let it be just a sharing so that consumer more aware to send their laptop for repair..

i relised its not only asus but its related to other service centre also.. so.. i make it general..

Eh? -kytz- sifu bought laptop already?
I thought he's a guy? XD

The mindset of customers are changing nowadays. Although most notebooks will work well and last long with some luck and proper care... it is virtually impossible to predict when it might go haywire, and when that happens, it will be very good be supported by good warranty support.

Which is why the sifus here almost always recommend a Dell for students since a notebook is crucial to their studies

Of course, the best way is to get a notebook that is "balanced", both in terms of quality and warranty support. And usually a normal notebook like that will cost around RM3k or so, as for a proper gaming notebook, it will cost a whole lot more. You get what you pay for

Haha, dont worry, I will support you.
At least let them know dont just increase sales, also need to maintain after sales service reputation, it is a cycle, when  a brand maintain it very well, I believe it will build up its reputation. Also, provide some standard/high quality training for those service recipient/worker/whoever on the front line, especially with the standard of procedure (I believe they do have), show how they need to communicate with customer, at least the most important thing in service: ATTITUDE
Besides, as a consumer/customer, we also need to know warranty terms and condition before we buy, at least we dont need to blame them blindly because of our careless. And we have prepared ourselves. So, be a smart consumer. Haha

ty for support..  but certain service center at certain area need to avoid if gt too bad reputation 

Eh? -kytz- sifu bought laptop already?
I thought he's a guy? XD

The mindset of customers are changing nowadays. Although most notebooks will work well and last long with some luck and proper care... it is virtually impossible to predict when it might go haywire, and when that happens, it will be very good be supported by good warranty support.

Which is why the sifus here almost always recommend a Dell for students since a notebook is crucial to their studies

Of course, the best way is to get a notebook that is "balanced", both in terms of quality and warranty support. And usually a normal notebook like that will cost around RM3k or so, as for a proper gaming notebook, it will cost a whole lot more. You get what you pay for

Brand : Apple
Laptop Model : Mac Book Pro Retina Late 2012
Warranty : (Still Under warranty)
Shop location : Apple Service Center in Mid Valley Wouth Tower
your story :
I bought this machine for RM6.8K. On the 3rd day of the laptop usage, my F1 button hinge came off. So i took it to the service center on the 6th day since caught up with working.

The funny thing is that when i approach them with my problem. They look so puzzle and agree to fix it for me. They did exchange a new F1 key for me.

This Malay Staff ( don't say i'm racist; I'm not ), He told me a stupiest thing ever. He says we doesn't cover accidental damage. I got very pissed off and i scolded the staff for tying to con my money which is rm50 for 1 key.

I asked the staff whether i'm so free to purposely waste my time to damage the key hinge ( which is highly unlikely can be done purposely) and have to come all the way to the center and waste my time. 

My mac is purchase not enough 1 week and they are saying they charging me for a new keyboard key. What a nonsense man!

When i make noise obviously the other staff came over to confront to me. They ask for forgiveness due to the staff is new.

i got so pissed off i lecture all of them for being arragont for placing the blame on me and let alone a staff which has no experience at all and make up stupid statement. I even ask them what do their warranty actually cover up.

and i know the term of ' there's always rotten apple in a basket of apple'. Everyone's story is different.

To you lads who send your laptop for service, be sure to know what is the cause of the problem and standard price fixing.

wow.. not enuf 1 week gt charges 
but if its still new and not enough 1 week. usually don't have charges. seems like that worker try took advantage on you  so, in the end you manage change your keyboard for free?

ya man it's totally ridiculous! Ya i got it for free. i spoke to the head of the staff which happen to be there. At first they refuse to do it for free, i ask them to track the serial number of my mac book surely they can track when is my purchase date. This malay staff gave excuses say server down la, he's new here dono how to use the system.

Luckily that time i bought my receipt along. Only they agree to fix it for free

ya man it's totally ridiculous! Ya i got it for free. i spoke to the head of the staff which happen to be there. At first they refuse to do it for free, i ask them to track the serial number of my mac book surely they can track when is my purchase date. This malay staff gave excuses say server down la, he's new here dono how to use the system.

Luckily that time i bought my receipt along. Only they agree to fix it for free

Even Apple service center also in that attitude, if I were you, first thing I will record his staff number and directly call/report/complain to his boss

  geez... let say if other customer that easy giving in.. they sure just paid for something that should be f.o.c
head staff is not boss? hahaha.. or director of malaysia apple? 

Is it?? I always hold the principle of Piramid: find the top authority, of course lah, I will give chance for those staff to response, if the reply is rediculous like that case, sorry oh, you piss me off, you gonna suffer like hell

Even Apple service center also in that attitude, if I were you, first thing I will record his staff number and directly call/report/complain to his boss

just pure laziness. you as a customer services should acknowledge what you know and what you say kan? don't simple give wrong info to customer. 1 keyboard key cost RM50. 

pure face palm.

Later, I think for a while, I realize that head staff should know more about the warranty terms and condition!!

well, not all head staff take initiative to know more about warranty terms and condition.. 

Case solved. We assisted user on getting back her laptop.

We appreciate your feedback on this issue and we promise to improve our service.

Haiz...with that attitude how he become head staff...
by the way, reply from MSINB
https://forum.lowyat.net/topic/2939095/+1160

well... no is all about money3.. 
glad to hear that...now gonna see.. which brand kena bash... lol...

Hmmm, Illegear!! haha

But impossible, they are doing a good job, plus PrinceJ is being friendly and patient to solve any problems.

Seldom I see a manufacturer can manage to do so (not sure about dell, never claim before)

P/S: laptop dim by itself>>>I think this one is not a problem, in fact, it is set by default in power option (plan setting)

one monitor does not simply dim itself without a human's hand.

power options>balanced/power saving/high performance>change plan setting>dim the display

ya, thats what im trying to say. the monitor wont dim itself unless the user has done something to the settings.

Haha, even the user dont do anything, default BALANCED setting is 2 mins for battery and 5 mins for plug in, 40% brightness cut for both.

If he purposely dim then he would not complain to MSI, unless  he really dont know this one, just turn on and use. I wonder he know the settings or not 

OR the case is display dims regardless of what settings there, but seems impossible, bcs power setting is reliable in windows.

Nevertheless, we dont know the actual situation, this is based on our assumptions. I really hope users have some level of understanding on their laptop situation then claim warranty, not just claim blindly.
P/S: If the actual case is like what we say, MSI technician or workers should be aware of this.................

if it is not hardware fault, then I should get back my laptop long time back. It not my responsibility to check whether is a hardware or software fault. Hence I send it to their service center. Anyway, they confirm.is a hardware fault. It is just the warranty procedure suck big time. As I already mention in my first post. Stock checking have nothing to do with maintaining a customers' s laptop or pc. If ur laptop or pc is ok now, then is good, but if u have problem, u might end up like my case. Maybe mine is an isolated case but if it happen on u or u friend, u will definitely feel the pinch.

i dont think this is the hardware's fault. have you done any settings before sending in for warranty?

not sure if he is arrogant enough to answer my question or he doesnt know how to read.

But I disagree of his reply that "It not my responsibility to check whether is a hardware or software fault."

that is the most arrogant part. so after such reply, its my last reply. i can see this user will never take care of his laptop. when it fails, he will just blindly blame the manufacturer for poor build quality and poor service. this is why i strongly disagree with the fact, 'Customers are always right'. what we do for you, you dont like. when it brokes down or problematic, you put the blame on us. now whose fault is it?

"It not my responsibility to check my health" >>reply him with this one, haha

replied. im waiting for his response. if he continues being arrogant, k thx bye.

HAHA, lets see, by the way, let him solve his business by himself, eventually MSI will look into this case seriously.

have you done any settings before sending in for warranty?

By the way, sorry for ignoring ur question. Pls be specific on the setting part. What do u menan by done any setting?

2nd : Pls read my post, they confirm is an hardware problem. And by the way, we as consumer paid for the machine and it is still under warrary. If ur body have problem, will check it yourself or u go visit a doctor. Pls think about this.

3rd : Raymond Tong, you are a laptop recommender?advisor,First of all, i dun think this particular model have ambient light sensor... As i try to enlighten u many time in my previous past, that, they confirm is a hardware problem, i really do not know why we still continue in this conversation... if really is a setting problem, do you think the service center or MSI need more than 2 weeks to reset the laptop setting? If they do really need 2 weeks to reset the problem, then i think this is another issue altogether for future MSI laptop buyer?

so, he totally made me fed up and still not going to answer my question. is my English hard for him to understand?
my question :
his arrogant answer :
and yes, why do i still need to continue that conversation? i think im stupid enough to reply an arrogant person like him.

laptop dim itself maybe cause by loosen connector or he didnt change the power setting

i think the point here he complain msi didnt do anything but still hold his laptop long time, or maybe its really a hardware issue. if its power setting issue then just change the settings, case done. as easy as abc.

just my 2 cents...

so, he totally made me fed up and still not going to answer my question. is my English hard for him to understand?
my question :
his arrogant answer :
and yes, why do i still need to continue that conversation? i think i m stupid enough to reply an arrogant person like him.

he is stupid enuf... time to say gudbye to his laptop the laptop change owner

laptop dim itself maybe caused by loosen connector or he didnt change the power setting

i think the point here he complain msi didnt do anything but still hold his laptop long time, or maybe its really a hardware issue. if its power setting issue then just change the settings, case done. as easy as abc.

just my 2 cents...

if it loosen connector.. thn i wount b switch on again and dim again and again    

yup.. what kind of explanation it would be

who had an exp with illegear.. how about their COD service.. ?

Just sharing my experiences on warranty claiming.

I am using a Hp old lappy (G42), I didn't do maintenance on my laptop and recently my laptop has overheated and something broken down. I opened up myself and o all the checking but don't know what's the problem.

I sent it to service center, 1 week before warranty ends, and the service center take my laptop even though it is obvious that I opened it before (screw lost). Within 3 days my laptop is getting fixed, mother board changed and done some maintenance on the cooling system.

Personally don't like the quality but I have to say such service is great!

Just sharing my experiences on warranty claiming.

I am using a Hp old lappy (G42), I didn't do maintenance on my laptop and recently my laptop has overheated and something broken down. I opened up myself and o all the checking but don't know what's the problem.

I sent it to service center, 1 week before warranty ends, and the service center take my laptop even though it is obvious that I opened it before (screw lost). Within 3 days my laptop is getting fixed, mother board changed and done some maintenance on the cooling system.

Personally don't like the quality but I have to say such service is great!

What kind of "quality" you dont like?

I think is ok right, motherboard renew, cooling system refresh. Usually this all service cost you more than RM3xx.

Currently eyeing a HP laptop, your post makes me wanna get it more

I am refering to laptop quality, not service quality.
Perhaps I got a low build laptop, but I used a Toshiba laptop before and that was great , especially better cooling system (my palm always get heated, and the temperature inside can up to 80 or 90), both bought at similar price

Well, bcs it is HP, they "heritage" what Compaq had

Toshiba Satellite model is well known of screen problem

haha, never try compaq before so not so sure,
yea, my friend who bought the same model with me had screen problem within 1 week, but i am fine throughout my 3 yrs usage..perhaps I am the lucky one XD

you are really lucky, two of my friends had Toshiba Satellite model, two also had screen issue.

FYI, I remembered I read one thread long ago, it described when open Microsoft Office in Compaq, temperature shoot to 100+ C

haha, the laptop is already 5 yrs old, my bro is using it and the screen still working perfectly, just having some problem with the battery.

oh..i have installed some software to check the temperature and my laptop does hit to around 90 when running game or huge software. I almost can cook egg on the palm rest 

i claim warranty only by postage my laptop to shop i bough it. and the owner shop send it to acer centre.

i don't want travel almost 300km merely to shop just for send my laptop.

i got my laptop after 2 week. all new with lcd screen and mobo

It sounds like you bought your laptop in Johor while you stay at Kedah or you are/bought from/at Sabah/Sarawak/Semanjung why not sending warranty your nearest area??

no acer service centre near my location, so if i want go to find waste my time, so i call shop that i bough my laptop and he agree that i will send by courier.. i feel so easy doing like this, simple and do not waste my car fuel. hahaha.

I see, but need to be careful with the courier service. Usually which courier company you choose?

i choose poslaju, 2kg laptop cost RM23. and i write content as damage electronic part.
i stick fragile stick to avoid much damage if they're do not handle with care.
packing i put with bubble wrap and suitable box. 

Is there any chance your laptop or any electronic devices lost during postage? Is it PosLaju covers for electronic items also?

percent to loss 1%, if you feel not safe try buy insurance provided by poslaju.
i handle lot business online and use poslaju to send my customer order since 2 year ago, never miss and loss my parcel. 

Okay so I had a MSI GP60 which I bought last month, right out of the box I notice there's some funny sound when I open or close the laptop lid. Didn't think it was a big deal (regret big time, don't repeat this guys) so I continued to use it for almost 2 weeks when one morning when I open the lid the hinge just fall off, I checked the laptop and notice there's a small gap behind the laptop so I figure that something might happened during the delivery process of the laptop.

I tried to take it back to the reseller, he says this is more than 7 days so there's no replacement, I say fine, at least direct me to the claim the warranty, which he did.

21st of November, I took it back for warranty, which they accepted and say this will take 14 working days normally. So i went back home and wait, I do rang them regularly to check the progress though.

So apparently the service centre didn't get the package until the next Tuesday, so I called on Thursday again, and they say that they need to ship my case from Taiwan, which should arrive that week. So i waited, and called them again last Saturday, this time they say they need to ship a touchpad because they're afraid that changing the case would spoil the current one. I thought, wtf? So I called this morning again and ask for an ETA, the response was, courier don't work on weekend, it will arrive some time this week, maybe Thursday or Friday, and they will send me a quotation via email.

Now my question is, what's with this quotation thing? Are they gonna charge me for that? I don't recall receiving any "quotation" thing when I sent in products of other company such as hp, dell and asus for warranty. Are such out of the box damage not covered by the warranty?

I also think the idea to have parts shipped from Taiwan only when its needed is incredibly ridiculous.

Brand : asus yg datang dari usus
Laptop Model : t100 low end tab
Warranty : 3-4 days old, requesting new unit
Shop location : royal club penang
your story :

asus strikes again with noob qc. decide to send in warranty since i found defect less than 1 week. ok i able to replicate the faulty touch pad in front of cs and he accept warranty.

few days later on, i call to check status. ive been told that no replacement is given and just take back ur cheap tab.
as expected... yup not fixing problem at all.

no point making noise like a mad ppl in front of cs, i took it back. spent 30 minit lunch time to adjust back the lousy qc job. that easy.

seems got jokers inside makan gaji buta, skill can go down the drain hole.

i think next time i can open shop called "unofficial royal club" pls come support my business thanks

no replacement W*F

Dunno why still got ppl see this brand laptop so high up class, when the reality is terbalik.

Asus built quality is good. But their service in Malaysia is meh.. Asus after sales service at oversea is very good actually, while Dell sucks at oversea. It is totally opposite in Malaysia case

Asus built quality is good. But their service in Malaysia is meh.. Asus after sales service at oversea is very good actually, while Dell sucks at oversea. It is totally opposite in Malaysia case

Dunno why still got ppl see this brand laptop so high up class, when the reality is terbalik.

Asus built quality is good. But their service in Malaysia is meh.. Asus after sales service at oversea is very good actually, while Dell sucks at oversea. It is totally opposite in Malaysia case

Dell sucks oversea? Really?

I see those US consumers squeeze Dell really hard whenever they had pricing mistake.

Agree on this. May God help u if u get a problematic Asus. But if u get a perfect one chances are it will last u for a long time

yalo.. but only in malaysia


  i tot it was in Europe, dell is problematic...
true... but asus malaysia is opposite.

i claim warranty only by postage my laptop to shop i bough it. and the owner shop send it to acer centre.

i don't want travel almost 300km merely to shop just for send my laptop.

i got my laptop after 2 week. all new with lcd screen and mobo

i claim warranty only by postage my laptop to shop i bough it. and the owner shop send it to acer centre.

i don't want travel almost 300km merely to shop just for send my laptop.

i got my laptop after 2 week. all new with lcd screen and mobo

Really? EU is pretty strict regarding this. Even Apple bow to EU and offer 2 years warranty as required by EU regulations.

2 weeks mang. U hv the another laptop?

This thread why so empty? I thought many experiences laptop problem. Even I always got hardware problem every 2 yrs

i refer to dell sales after service in europe.    not warranty. asus is good too. but sales after service is bad. 
there is another thread similar to this thread.. but that thread only for asus. compare here. its general. hardware prob doesn't matter, warranty is the issue. like they said, "everything covered in warranty but if any prob or damages within the warranty, usually the shop will say, we din cover this faulty. and its ur fault.. u need pay."    make customer rage

That's asus la like that.poor cs.
Btw, warranty also not nice coz we use laptop every day and they need service it 3 days the quickest. Maybe only dell good on site but only 1 yr nia. My laptop never damaged within 1 yr so useless

you can purchase extended warranty if you have extra cash with you.  sometimes, asus covered 2 years warranty default is a good deal too. just after dat, its sucks 

but in warranty card if you notice, different parts have different period of warranty. like, battery normally 6 months, hard disk is 3 months, wifi is 1 year. something like that. usually it gt stated in manual book if not mistaken    i'm not so sure. different brand have different warranty period.

That's asus la like that.poor cs.
Btw, warranty also not nice coz we use laptop every day and they need service it 3 days the quickest. Maybe only dell good on site but only 1 yr nia. My laptop never damaged within 1 yr so useless

Dell u can xtend to 4 years on site service

How much?

~4 Yr Carry-In Service after Remote Diagnosis Included in Price+RM 314.82*or RM 26/month

~4 Yr ProSupport: Next Business Day Onsite Service+RM 180.20*or RM 15/month

~4 Yr Ltd Hardware Warranty, InHome Service after Remote Diagnosis+RM 80.56*or RM 7/month

~4 Yr Carry-In Service after Remote Diagnosis w/ Accidental Damage+RM 95.40*or RM 8/month

~4 Yr Ltd Hardware Warranty, InHome Service after Remote Diagnosis w/ Accidental Damage+RM 08.48*or RM 1/month

How much?

Dell Malaysia sucks. My experience was not good. They stack the laptop over the other and too long to fix. I had to bring back again when it overheat.
I thought only Asus does such things but never expected dell to do the same.  I paid so much money for my XPS.

PJ.  Mine overheat twice. On the 2nd time it was 2 months after the warranty expiry.  I was told to pay over a 1200 ringgit for new motherboard with very short limited warranty.