I have a shocking experience when trying to claim warranty repair from Foto Shangri-la (Sony Center) at Low Yat. To mods, if this is not the right place to post this, please move this thread to the appropriate one.

I sent my Sony camera on 16/12 to their Plaza Lowyat location. The camera has an additional 2-year warranty from e-Guard when I bought it.

Today, 30/12, when I called Foto Shangri-la for update on the repair job (I was thinking along the line of "e-Guard has found the problem and now sourcing for repair parts"). How wrong I was. My camera is still at Plaza Low Yat!

I questioned her why this was happening. She said they can only call e-Guard dispatch and wait for it. I was just not expecting that was all Foto Shangri-la did instead of pushing e-Guard to pick up sooner. I said when they were trying to sell me the camera, all the sweet promises about additional warranty were given (in exchange of extra money, of course) but when the time comes for actual warranty repair, this was what a customer would experience.

Although it did seem like this "e-Guard warranty" company is a lousy company, I was expecting a bit more from Foto Shangri-la since I am their customer and they, IMHO, should do something to give a good after-sales experience and induce returning customer to repeat buying from them.

sigh

PS: If anyone can recommend a better after-sales experience especially related to warranty repair, I'm seriously thinking about buying RX100 M3 at that shop, so feel free to chip in. Thanks!

If your camera are local Sony Malaysia warranty, you can just send it to nearest Sony service center.
If it is grey set, then you can only wait.

This is expected... Other way, u can log case to tribunal pengguna & send copy of the form to them...
Sure after that everything will be faster...
I've twice experience with tribunal...

SONY gave only 15mths, he bought extended warranty another 24mths frm 3rd party insurance...

Actually, Sony does provide in-house EWP but how come Sony Center itself offer 3rd party warranty program...

TS never mentioned how long he used it. Is under the 15 months or under extended.
If under extended period, then you are right, if under the first 15 months, then you are wrong

Sorry if I wasn't clear. It was 1 year + 3 month from Sony which already passed when the camera malfunctioned. The remaining "2 year warranty" was from Foto Shangri-la and their vendor, e-Guard. This additional warranty was paid separately during my purchase.

How hard is it to raise complaint to tribunal? Online submission, right?

I wrote the issue here coz I was shocked at how they are treating warranty claim. In bahasa, it's like "lepas tangan". Unless this is common practice among these camera vendors that I was never aware of.

Was thinking about getting RX100 M3 from them because of the additional warranty but I reckon there are a few other shops offering similar "warranty program" but will go the extra length to help you in warranty claim. I'm just not sure which one, kena survey2 lah.

https://ttpm.kpdnkk.gov.my/portal/index.php/en/tribunal

Refer to my input here: https://forum.lowyat.net/index.php?showtopi...post&p=72246822

Basically it was a Sony Center but operated by Foto Shangri-la. I also confused lol.

You the best! Thanks mate!

You can't simply raise tribunal without reason.
And waiting for dispatch can't really make it a case.
No harm trying but you don't have lost yet.

i shall tell u. sony centre is not direct from sony, it's a representative from certain dealer whom had apply the license for it

Don't need to argue about tribunal. Just go there... they will teach you if you don't know.

There are many Sony Centres that are owned by another company in a franchise method. So not exactly all Sony Centres are directly under Sony Malaysia. (My company does own and run Sony Centre)

I would strongly suggest you to get yourself a SEW (Sony Extended Warranty)instead of EWP as I reckon it is better to have warranty everything under Sony instead of 3rd party program. Usually this offer will come when there is sales, not sure other company owned Sony Centre though.

As for the RX100 M3, I'd suggest you to give it a wait as there will be sales before Chinese New Year period.

EDIT: For those who wants to send their product to fix and it is still under warranty, you might want to try The Curve Sony Centre and KLCC Sony Centre. That two specific outlets are directly under Sony Malaysia.

This post has been edited by Belphegor: Jan 2 2015, 08:26 AM

Thanks for your insight on SEW vs 3rd party. This was my first Sony camera hence I didn't know much when it comes to warranty and "Sony Center" stuff. I was pretty much a Canon user for the past 15 years.

What's the best price for M3 right now? When my M1 broke, I've been using Canon for my trip to Myanmar & Krabi. It was OK but it was no Sony. I have another trip coming up soon so it would be nice if a Sony accompanies me : -)

You asked the correct person. My company is planning a sales on Berjaya Time Square. Be sure you get enough bullet to spend on that day.

When? When? Bullet always enough : )

the only Sony owned Sony Center is the Curve one, others are just Licensed Dealers, Sony recommed you to purchase Sony's own Sony Extended Warranty(S.E.W.) but many dealer, because wan make more money (since SEW dont give commission to dealer) they offer 3rd party warranty to earn commission, which is CRAP.... there is one Penang Sony center, license got terminated due to this issue too, they cheat many sony customer to purchase 3rd party warranty(saying its ORI and charge them SEW Price but using 3rd party(which is cheaper)) and cause a lot warranty issue towards sony (m) service center. user will direct their stuff toward sony and without warranty coverage then log tribunal report on them, then only found out is the shop fisshy warranty tactic.

lesson is, never never never buy from 3rd party warranty nonsense from sony dealer, insist original SEW and you will given a printed cert for SEW warranty.

next, foto shangri-la is a Con-shop in my list. both my uncle got con by them, once is about 10 years back when one of my uncle trying to buy a canon 400D, but tricked to buy a overpriced olympus, after brought and check online for the price, he went back to complain(NEXT DAY), and they do not wan to return the money only offer to give extra free battery. another uncle got con for a rm600 the fake marco+ultra wide filter (actual cost only rm80-150) and a 3rd party batt for original battery price! after buying a new camera from them.....

(no i do not work in sony, im saying this because i got experience con by in morale shops, and put blame on Sony name.... pity sony name so busuk because of 3rd party ppl...)

The outlet in KLCC is also directly under Sony (M), not just The Curve.

Thanks bro for the feedback. Yes, SEW for me for my next Sony purchase. I learnt my lesson.

Altho your story about foto shangrila was more about being conned about pricing (not warranty claim per se). But i'll make a mental note about their practice given my experience with them.

Just to ask something since you seem knowledgeable about this.

I went to a "sony center" at IOI Puchong and got my quote. Then I asked for SEW quote and the guy opened his catalogue then gave me a price to add on top of the quoted camera price. Since this place was not real "ori" sony center (you said only klcc & the curve), was the shop really able to produce SEW?

as i mentioned earlier, sony centre is operated by dealer who have license to operate business as agent. thus they offer SEW like what sony store offer

That shop does offer SEW. That's one of the shop I am currently managing. (handling the marketing & promotion)

I never said they "were not ori". Sony Center outlets is some sort like McDonalds also. Some are directly under McDonalds Malaysia via Golden Arches S/B, some are under franchisee which carries different company name. The outlet in KLCC and Curve is a Direct Store. The rest of the Sony Centers nationwide are dealer operated.

Sadly I have bad experience with Foto Shangri-la too. A shop I will avoid completely.

A very good example! Yes, only KLCC and Curve skipped the authorized dealer as it is directly under Sony Malaysia itself, and others are under licensed partner.

A more understanding friendly example;

This is NOT directly under Sony Malaysia
Sony Malaysia ---> Authorized Dealer ---> Consumer

Off Topic: But I hardly saw any McDolands with other company name. It's always Golden Arches.

previously tutup for renovation, so tidak kira.... lol joking... btw, sony klcc reopening doing member day sales (i heard on 8th? many discount i heard....) go go go,.... u can easily register sony membership from sony curve...

=====================
Sony owned Centers, known as 2nd party, like the curve and klcc branch, are fully owned by Sony Malaysia. time to time u will see Mr. Hatano-san(MD of sony malaysia) in the center serving customers. sometimes himself will give special discount to certain product you buy... go chitchat with him, a very very humble and nice person to talk to.

Sony Centers(owned by 3rd party are Authorized Dealers.... meaning they need to get a proper license(similar to franchise agreement) from sony to use their "Sony Center" name to operate to sell Sony products.

above license are able to direct access to SONY server system to register SEW directly. (although u still need to fill up a form for their safekeeping), they can print the cert directly on the spot before u leave the shop.

another Special license are the "Pro Shop" like studio zaloon(KL), greatwall (kuching) and one in sabah i heard) are operating from/as a camera shop.

Chain of shops or known shops like Courts, sengheng, or branchs of company like fotokem, shangrila, are Authorized Resellers, they get stock directly from sony with larger volume one go (advantage of cheaper pricing), hence they can 'throw' price aka street pricing, hurting Sony dealers in the process... so usually now to protect the dealers(sony center), Sony usually will give 1 time special offer like free +2year warranty, or PWP 50% off next item (Sony will rebate the dealers for the sales)

then the smaller shops, ah kau, ah cat camera shop, there are 2 groups,
the first one has direct connection (aka Accounts, also authorized reseller) with Sony agents, where they can get direct stocks from Sony, downside is they have to order a 'amount' of stock to keep.... which sometimes hurt them if the stock cant be cleared (pricing very steep).
another group is non authorized dealer, they usually has no connection with Sony... so they will buy their stock "on order" basis, and usually they get directly from branches of company like fotokem, shangrila or authorized dealers, hence their special offer is base on the shops they get their stock from. this is the most dangerous group! because they always have improper information(always has to call up their dealer to verify this that) usually end up with disaster.

eg,(true story, bro) a friend brought a body + special lens combo with SEW, unknown to him, the SEW applies to the body only, the lens, is a custom combo deal by the shop's dealer(aka 4th party group, not sony) when the lens is broken, he tried to approach the shop, even the shop 'thought' the lens combo carries the SEW.... after the repair and bill came (rm600++) they both tried to argue with Sony that the lens is covered by SEW. in the end, my friend has to bear the fees.

now, all these shop here are required to fill a form, and they will have to send in the forms... usually takes 3-5 working days to complete the process. then the 'SEW cert' will be mailed to your address (in the form)
But, there are special cases where some of the shop, actually owns a 'Sony Center license' or dealership, hence they have access to SEW server. they will register on the spot and print the CERT on the spot too.

i hope this clear some doubts. (btw, i am NOT from sony. i do not work for sony. i am from sarawak, so i wouldnt know much of company in KL side... i just came to know all these so i might make some mistake so correct me if im wrong somewhere.... oh and/but i am friends with hatano-san )

Sarawak mcD not owned by golden arch... the franchise owned by a family's group of company. but they get their franchise from golden arches dont sure how the franchise works....

Wow you seem to know many stuff! Haha yes, bolded part is true. There are some Sony Centre that can give you the cert almost instant upon purchase. My company did that during Christmas Sales in Pyramid. Can ask those buyer to verify.

Really? I didn't know that cause I never been to East Malaysia. I thought all under Golden Arches.

This post has been edited by Belphegor: Jan 5 2015, 11:41 AM

Thanks all for the input. Wow, I learned so much behind all this franchise thing.

Back to original topic, today, 6/1, ie: 3 weeks after I dropped off the camera at Foto Shangrila, it has not been picked up yet by eGuard warranty people whoever.

When I said I'll lodge a report to tribunal, she said I should lodge against eGuard company. I said no because Foto Shangrila was selling the warranty service and they should be more responsible when selling things to customers. She kept quiet then hang up.

3 weeks and not done yet, I suggest you just go to any Sony Centre and repair it with a fee. At least it saves time and save the hassle that you've been going through.