Sorry for not answering your call in the first place as i was busy at the time.
BUT Let me answer your question.

1. We honour the 1-1 exchange WHEN it is a hardware failure. Is yours a hardware failure? NO
2. I don't remember if i told you 7-7 from us immediately also, isn't it?
3. Yes, my staff didn't lied to you we are of our stock, and yes also Lenovo change procedure by last year. Believe it anot, you may call lenovo to check.
4. We decline your request base on the below points:

a. Sorry for the straight forward of my staff but she had her point, you had your unit check thru out (yes, you were very detail in the checking process) You are given time to check at our store, and we asked you to check properly. And in deed you taken your time, so we came to conclude that you accepted the machine
b. We advise you to take to Service center for applying a request if it's faulty but you kept refusing to do so. Your total denial make us DOUBT why you don't want to do so.
c. To extend to the point above, WE are not service center, thus we don't know if your case is consider a claimable case or not. Therefore we ask you to send it to Service centre. Without the problem being justify, we can't do anything



To sum things up:
Let me tell you an experience which i got cheated up by customer, who was a lenovo Y500 series buyer like you.

We are not the first day in selling laptop, but we encounter a case that: a LYN customer also, bought a new set from us, left happily but call back on the 5th day complain product failure. AFter we done the 1-1 exchange then we realise the end user damage which I didn't realise earlier. We have to fork out $ for Service center to do the repair but the damage was done by customer.

Thanks to the inresponsible and not honest buyer's unpleasant happenings, then realising the fact customer has to send to service center to claim 1-1 exchange. I was so pissed off and change our 1-1 exchange policy ever since.

For your info, we still honor 1-1 exchange when :
1. ON THE SPOT of opening of box,
2. obvious hardware failure within 7 days of purchase,
3. Checked and certified by LENOVO SERVICE CENTER. (For those case that had left our store and we can't justify if its a failure, it has to be sent to service center to do justification.)


So, hope above point answer your questions already that


One more thing to add

We always ask customer to open the box to check even if buyer feel no need. We gave you time at our shop and even recommend you to sit down and check carefully.
And, our shop is very bright（we use 9 x ULTRA BRIGHT bulbs in the less than 400 square feet range) and well arranged at the half front(OH you are the only one who complain it's dark and messy， while 99% of our other customer praised we have a good deco )

please TS Starter, Don't make yourself become a people who 姓赖 ok? (meaning people who likes to make false accusation) For the first time you contacted us you had already been making few of unreasonable complain on us even before you made your purchase. Your earlier act has alerted me to take precaution steps to protect myself.

HELLO!?

I think hor, if you unclear of what is going on, you keep your light weight 2 cents, as they are not helping at all
what you told the TS we had already told HER in polite manner already

Hi bro.
Maybe you mix thing up already.

1:1 Exchange upon reseller is for COMPONENTS. If you ask around, LAPTOP/BRANDED PC After sales service is back to Service center. There are some exclusion case where reseller still honor 1:1 exchange, that is part of after sales service provided by the retailer, however it's a not their duty. But we also honor 1:1 exchange with T&C where i replied above already


If TS buy Component from us and i have no other words but replace immediately.

herm

however it's out of the topic but let me enlighten you:

If there is a claimable* DOA case, things should goes to retailer if it is a component or service center for laptop. And it's not always 1:1 exchange, as need to depend on the situation.

For 1-1 Exchange Valid, as long as the goods are local distributed goods, then good to go

And remember, i don't know where you guys get the idea 1-1 EXCHANGE ALWAYS FROM RETAILER, but infact that applies to COMPONENT only. Even many friends of mine do think so.

Our motto still stands,

I can summon many of my client who had successfully claim 1:1 exchange from us without much question asked. I swapped a unit of very expensive MSI GT70-20D-SUPER RAID 2 laptop immediately when confirmed failure.
Please don't tar this case with the same brush as it's unfair to us

Don't need search, let me show you the direct link
https://forum.lowyat.net/index.php?showtopi...2662&hl=storm88

Do some study before you spilt the blood on someone, kid

You asked us two question at that time by referring to my staff.
1. We have stock anot? We have ran out of stock at that time, so we answered no
2. You ask how to claim 1-1? She answer you already that send to service center.

And about the receipt, i admit it's my fault that i distracted was answering your question when issuing receipt. I Can reissue to you again if you needed.

Why don't you tell the info in proper manner? tell half and don't tell half one?



one thing to add,
you had purchased onsite warranty coverage. Why don't you call Lenovo Service center to ask them go to your place to check?

Below is our procedure before sell a unit to customer:
1. Customer walk in requesting XXX model of product
2. unlock our storeroom and take a unit of the said product
3. Show the unit to customer and show the seal that product never been tampered before
4. Request customer to check carefully, EVENTHOU if he/she feel not necessary
5. Guide customer how to use the laptop
6. Tell the basic care needed on the laptop
7. Q&A session
8. After all done, only we will take your money and issue receipt.

Above steps are our SOP which has satisfied alot of customers thru the year

Hi bro
Thanks for the input. For MSI 1:1 Exchange policy, it's also send back to service center.
However, for some certain of cases, we feel the pain of the customer when product failed to work in few days time after the unit been bought, so most of the time we ask customer to get the unit tested and confirmed failure at service center and we place a new unit to customer directly

I'll attach a proof tomorrow once i got reply from MSI malaysia about the 1-1, that WE- TECH ARMORY is not a SIMPLY TALK COMPANY.

Our action?
The action has already been told to TS since yesterday ady what?

Hi

Sorry if you feel i am rude or angry. I am trying my best to reply in proper manner as possible.

I am now using mobile to online, which is not easy to reply. Will reply properly this afternoon when have a proper device to do so

update:


We never had any intention to run away to service customer, but for cosmetic claims' guideline, it was advised by Lenovo and we were just following it.

To get thing getting simplified, I've contacted TS directly and,

Since we don't have experience handling 1:1 replacement in cosmetic claims by 7 days Guarantee term, i've forwarded the case to Lenovo asking for advise and guidance.



Thank you

TS Just walk into my shop and ask us a 1-1 exchange

And of course i refused.

Why i refuse?
Read on

By refer to all of the picture posted online and also the one TS sent to me, at first i also thought it is a very serious gap. So i promised to help TS by asking Lenovo what should i do.

But TS don't want but insist me to change a NEW unit for her, by refusing the solution i provided earlier, at yesterday night. I don't know what to do so i temporary put this case aside last night

This morning at 10am+ i open up a display set Y510P to do some repair. Out of curiosity, i trying to figure out where is the gap which claim by the TS . And i found something, A GAP! See picture


The gap in the picture shown is big and wide!

Compare my picture:


and TS's one


They are looking so same big in gap and it's look ssssooo ugly and unacceptable right?

BUT please read on

I take a zoom out shot of the photo from a little bit further distance (1 foot away from the laptop, focal on the corner)


Do you see anything? Barely. Why? because TS' picture is taken in very close up shot and that makes people feel the gap is huge. I doubted, i decided to wait abit and see.


And there the TS walk in just now around 2pm, directly ask me what should i do. i request a check on her unit and then found the so call "huge gap" is exactly what i shown in the picture, width less than 1mm. After realising this, i told her that the actual gap compare to the picture she sent to me is different, her face changed already

I switch on my table lamp and show her my unit that there is a similar sign on my unit also. But she claim she didn't saw it. She said i might has caused the gap when i repair the laptop and i told her, i took picture already before i proceed with repair that i can show her if she want. she said nothing then.

She then ask me to open a new unit for her to see, when my stock replenished(i still ran our of stock at that moment). And then she say she'll come back on thursday to see. I refuse her on the spot even thou i will have stock on Thursday. Which buyer is so generous to take a open set?

She ask me again if i will change a unit to her. And i repeat the same statement again NO, unless lenovo said CAN. And she kept quite and ask me to help put things back.

Then i walk closer to help but suddenly saw TS's friend kept on putting her hand inside the bag looks like adjusting the position of her bag. You know is what? Sound recording! At this moment i totally confirm that this lady is TOTALLY not honest and not trust worthy at all. And i tell her, you got sound recording? Good we have also.

Then TS scold me for taking "nonsense" act (herm, who was the one who is "nonsense" at first that made us to sound recording to protect ourselves?)

And as promised, we reissue a proper receipt to replace the earlier one. Show the newly issued one and let them check the receipt in correct order, and i scrap the old one in front of everyone.

after thing is packed she left quietly with her friend.



side notes:
a. She blame me for not forward her the email between me and lenovo to her, i told her i can't until lenovo feedback a solution. Is that consider a problem?

b. She blame me AGAIN for not telling her clearly the 7 days 1-1 term. TS never ask me clearly also, furthermore i was handling TS's stuff and got distracted to answer her question in short.

c. She blame my staff for don't assist her and ask her to go (S.C)service center immediately. She already tell us it's a cosmetic defective and base on our knowledge cosmetic is compulsory need to go(S.C), EVEN thou she came to our shop, the outcome still the same. My staff doesn't want her to waste her time by multi visiting and advised her to go S.C...

d. In my shop, we emphasize on after sales service than anything. We helped 100% of the customer who facing hardware failure within 7 days of purchase without much question asked. TS is the first one who complain we don't want to honor After Sales service.

e. My staff just hang up the phone call to lenovo S.C., and once again re-confirm that no reseller is responsible for Cosmetic claim and TS must carry in to S.C for their Engineer to check and verify if this is claimable. This matches my staff's claim from the beginning upon the first tel conversation. (don't believe? call 1800-220-116 to check)

Anyway, this case has been taken over as instructed by lenovo Malaysia. What we need to do has been done and we no longer involve in this matter. Lenovo Malaysia's official rep will get in touch with TS and follow up the case.

This is our last reply in this topic and hope you guys can judge yourself.


p/s: all above statement claim true and real by refer to voice recording. (i skipped some of the not important conversation)

Add on: TS claimed i slander her with false accusation. I think she can't even remember what she said the first time she walked into my shop, blamed us 2 things:
1) Why open so late? Our facebook clearly listed we open at 12pm and also upon conversation i also told her we open at 12.
2) Why don't reply her pm. We never see any PM nor enquiries from you, how do we reply?
That was the first time we encounter a customer who complain even before made purchase, therefore we remember this.

for Ts, we live with integrity to do business also with ethics for so many years. You can use whatever reason, accusation or twisting the info we told to make us look bad, but we had already brace for it the moment we decided to refuse your request. I repeat again, if you still don't want to send in the unit to service center, we can't help you at all. That's all


This post has been edited by storm88: Jan 5 2014, 09:12 PM

hi bro.



We're sorry to had disappoint you about the wristrest matter. Not only you, but i felt other users had the said anger but honestly this is not what i wish to happen.

I had kept quiet for the matter because i thought the case had been settled by provide the jusco voucher. But infact i was wrong to lay low. Let me tell you what really happened.

We planned to give out the wrist rest in conjunction with Ducky Taiwan as a part of marketing campaign. But sadly Ducky FFKed us in the end. We didn't get what was suppose to be given by Ducky. At such situation we have no choice but to replace it with Aeon Voucher, thought at least we still give something.

Imagine, at first providing wrist rest upon purchase is a marketing campaign supported by Ducky. Maybe you' think that i cheated you guys by providing free wristrest to increase the sellout of the keyboard. But infact it's not. By FFK you guys intentionally doesn't bring us nor the brand any good at all.

The true reason behind is, Ducky wanted a bigger distributor and kicked us out, stopped ALL promised support which causing this to happen.

you may ask your reseller if I'm still the distributor of Ducky to justify my reply to you.

Anyway, i apologize for the inconvenience caused

This post has been edited by storm88: Jan 20 2014, 11:55 AM