The story is like this

Saturday, 17 Jan 2015 -1750hrs-
I went to Machines Sunway pyramid to buy Iphone 6 plus 128gb. As an apple/Machines procedure, we have to pay first and then can only open the box. So i paid RM3598 (RM3549 iphone, RM49 Screen protector) using my credit card and only afther that the promoter, Firdaus open the box, So i been give permission to take a look at my phones and I found that there is damage at the phone which is under the screen at the side right of the phone. So I ask them to change new one. Firdaus(promoter) say cannot, have to go to machines service center in Midvalley to claim 1 to 1 phone. Since this is my first time buying iphone, so i thought maybe this is their SOP(standar of procedure). So i just proceed with the purchase.

I thought want to go direct to Midvalley for warranty claiming. Since the Service center is close at 6pm, so i cannot do anything rather than going back. One feedback has been send to Apple Malaysia regarding this issue.


Monday, 19 Jan 2015 -1100hrs-
So on Monday, I went to machines service centre in Midvalley to claim the warranty. Suddenly, they said it is a cosmetic issue which is not cover by warranty (WTF????). They say they ask me to refer back to outlet where i bought.

Now I have to waste my time again has to go to Sunway pyramid to meet the Manager Outlet, Mr. Ric Ding. Otw to there, I make a call to Apple Customer Care (1800806419) to confirm about this issue. I ask them, how actually the procedure is. So when i said to them, i bought from Machines, they say they cannot help much. Since im not buying online(If buy online, warranty will be cover by Apple). So Apple said my warranty is by Machines. So I just ask them, how if i buy phone online, and i found any damage, scratches on the phone. The Apple customer service said customer can exchange 1 to 1 by send the phone back to courier.

So now after arrive Machines Outlet at Sunway Pyramid, i ask the staff to call the manager, Mr. Ric. So he came out and he said, wait, he will check first how. So i wait around 15 minutes there(my watch around 1200hrs), so he came out. So he said, he cannot help much. He say the phone cannot be change. (This make me feel very irritating and angry). So i told him, if cannot exchange, refund my money back. So he say cannot also.

I call again Apple customer care to confirm about this issue. I ask the customer service to talk to the manager. So the manager give the Serial Number to the customer service and the manager past back the phone to me. I talk to the customer service and he said the same thing, Apple customer care cannot do much since the warranty or the procedure of exchange to the new phone is tied up with Machine. Not Apple. Then i just end my call.

I ask the manager Mr. Ric again, who can give decision on this issue. He said he cannot give decission to replace the phone(How come manager at the outlet cannot give decision? If like that, dont put manager there.) . Then he ask me to email to contact@machines.com.my and cc him, kb.ding@machines.com.my. And he also give me head office contact number. I call the Head office and tell the operator about the issue and pass to the person who can handle the case. The operator pass it to Mr. K (i dont know who is him). I talk to him about the issue, and he say please email. And by this evening, the team will read the issue. Then i email to them at around 1259hrs .



In evening, i email to them the picture



They not reply my email. I go back to my office with frustrated feeling and very tired about this issue.

Do you think it is fair to customer? We have to pay and then we have to take the risk? When they open the box, if there is a damage on the phone, we have to take the responsibility and not by Apple or dealer. I think it is very unfair. Customer dont have a choice whether to get back the money or take the defect phone. No win win situation in this issue.

Do you know how long my time wasted to settle this issue? I thought by buying a new phone, i will not headache since it is a new phone. but after paying RM3598, i have to waste my time, waste my money, waste my fuel, waste my energy to go here and there. Go out office during office hour to settle this issue. I think it is so unfair.

On night, i call UOB, is there any option i can do to block the payment to them since machine didnt reply my email like what Mr. K said they will settle it by Monday. So UOB said can block if i make police report.

I also have chat with Apple International customer service. They not helping much... This is what they say..




Tuesday, 20 Jan 2015 -0800hrs-
On Tuesday morning, after punch card at office, i told my Manager i want to go Police station to report upon this issue (wasting my time again have to go to polic station about this bullshit issue). Make report at Travers Police station.

After that, i call UOB again, and they ask me to fax the police report. Then i email to contact@machines.com.my the police report at 1054hrs.



Only after that, i think around 1200hrs, i got a call from Mr. K (Machines Head Office) and he say they going to change the phone. He ask me to go back to Sunway Outlet. He say this is exceptional case. I said to him, how come you can call this exceptional case, if other customer face the same issue like me, they also will be mad.. He apologize about this issue.

Later i email back to him. It is unfair for me to waste my time and money again to go back to Sunway Pyramid. So i tell them to COD nearby my office (My office at Brickfield). So midvalley is nearby my office.




Around 1330, i receive a call from Sunway Outlet (Rizman), he say he will meet up at Machines Mid valley to exchange the phone. So i said to him meet at 3pm.

At 1414, I receive an email from Mr. K.



Finally the phone can be exchange at mid valley. This issue really make me tired. Some say it is a small issue. But the customer has right upon what they purchase.



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?

This post has been edited by mozact89: Jan 21 2015, 09:31 AM

no check b4 buy? bodoh

y u dont read budu?

shold request change on de spot ==

Dah check. Tp still bodo. Tak mintak lain

xiaomi > all

nak tukar screen pun kena charge RM400 for mi3 lmao

u expect me to read those word small like lalat?

all apple official reseller in d country is shit

u wanna buy anything, buy direct frm apple.com

if need to repair, good luck. if out of warranty just find 3rd party. if still in warranty, go fly to sg.

You can't win, kipas ipong will still buy

lurus bendul. kalau aku mmg minta tukar sampai dapat baru.

dah check , nampak rosak tapi bayar juga?

inb4 only antman can read
inb4 soon will bend also

normally kena bayar dulu baru diorang akan bukak kotak and inspect.
xpernah beli iPhone lettew...

another thread?

If i were u, i wouldnt have walked out from Machines when i open and found the defect.

first timer ke haiya...can check on the spot after pay.tak puas hati can exchange on the spot.

bodoh.....

gua x pernah bayar dulu...suruh buka ...check baru bayar

gua beli 2 iphone...la

u dont know have to pay first then only can open box??? how to check if still in the box...aiyooo..

i buy the samsung fon, is check n see working baru i give them the money de

maybe ifon is diff process

i remember i open box then only pay wor

lain kali tumbuk muka promoter tu? settle..simple..