Jan 21 2015, 09:43 AM
QUOTE(mozact89 @ Jan 21 2015, 09:23 AM)
If u buying a car, the salesman said only can see the car after pay. So when u get the car, the car is scratches. Do u think as customer, u want to accept the scratches? As customer, do u want to take the responsibility that the fault is not done by you?
It's very unlikely that you'll buy a new car with scratches. Most car manufacturers have a PDI (Pre-delivery Inspection) process that will make sure the car you buy looks tip top before you take possession of it... If there are light scratches it will definitely be polished first. The only worry if something internally is wrong after you take that car coz they can't do a 1 to 1 exchange for a car!That said, after reading your experience, a few things come to mind: -
1. machines has a very poor after sales service policy. You cannot expect a customer to pay for something and after opening to view it, it has defects. I've bought my Note 3 and iPad Air from SenQ, and in both cases I was allowed to inspect the items before paying. I bought an iPad Mini RD from Harvey Norman and they also made me pay first but before I did I asked them explicitly if there was anything wrong can I get a 1 to 1 exchange on the spot, they said of course.
2. Even if machines has a very poor after sales policy, their manager/staff could have taken a bit more effort to escalate your case to the very top before turning you away. It shows a "tidak apa" attitude and that they are just there to earn a salary without wanting to go the extra mile for customers. No passion in what they do. I know this is Malaysia but still, at least put in some effort to please a customer.
3. There is no service recovery. The least they could do was to give you a voucher for your troubles even if it's just a little gesture of apology. There is none, and they expect this experience not to deter you from visiting machines again?? You should reply their email and said this experience will not only deter you from buying anything from machines again but you will take every effort possible to make sure the people you know, friends and family, will never visit machines again. I know I definitely will not be making any major purchases from machines after this - accessories ok lah...
I'm glad you got your phone exchanged in the end. Thumbs up for your effort, and thanks for sharing your experience with the rest of us
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sad la, it was aplenty during december though..
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