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

Pay first, open box later, then they say claim at midvalley services center..

Im first time buying ipon..

Please share among all ur friends..

dalam report kat bawah ade tulis.. Untuk block the payment ..

i bought on Saturday, 17 Jan 2015 at 1750. So they ask to go to service center to change new one.

the service close at 6pm.. Sunday also close. Only Monday, 19 Jan 2015 can come..

what the faking procedure.. If customer not satisfy, cannot change...

the report is to teach them how to handle customer. dont try to cheat customer. Waisting customer time.

with tjhe report, the machine people already call me and agree to change to the new iphone. And i demand them to change at nearest machine from my office. So they will come to mid valley to exchange..

Already paid RM5 for report to e tribunal...

yeah.. tribunal takes time right..

I have other things to do.. thats why i told them, buying new phone should be easier.. since they too lansi, thats why this happening..

Tribunal already call.. court case will be on 20 feb 2015.. but i have to cancel the case if they manage to change to new one..


Attached thumbnail(s)

Pengajaran to machines.. always to know that customers always right.. not because rm3598..

But this thing really make me headache.. i will do this even i only pay rm500..

12 or 20. They just call me.. im at machine just now..but i tell them i will tarik back the report once they exchange new phone..

now they say actually if open box got scratch or cosmetic damage, cannot change.. Seriously this procedure not fair. They ask customer to pay first.. then if anything customer didnt satisfy with the item, customer has to admit it.. Demnnn...

Don talk too much like u in the situation. The defect under the screen. How come i can make the scratch by my self. And the promoter, firdaus, agree that he told me to go to service center to claim warranty as defect.

But the service center said that it is cosmetic issue which must be claim at the outlet. Its like they dont want to take responsibility. How come cosmetic defect is under screen?

U think i dont have other job other than sitting infront /k??

Firdaus, the promoter said the defect must be claim at machines service center in mid valley. They will replace 1 to 1. Thats whats he said. As i told, my first time buying iphone n i dunno the procedure..

That is what apple customer service told me.. Buy online, the warranty will be cover up by Apple compare to buy at machines, warranty is under machines..

I dunno this thing going to happen.. The service center reject the warranty claim. Service center also weird why the promoter ask to go there since they must resolve the problem at the outlet..

What make me so angry is the outlet manager, mr ric ding did not help much. After ask to go back to outlet, i just go there like a stupid person. The manager said cannot change and cannot refund..

So after my third email to contact@machines.com attached the police report, the assistant manager from Machines head office call me.. He said he going to change the phone.. And he said this case is exception..

I told him why this is exception?? How if other customer same case with me?? He suddenly like dunno what to say.. He say "ya ya, no exception"..