Dear Knuxed,

If your machine is under warranty, they are not supposed not charge you for service, that is if it is a hardware problem. However, if it is a software problem, it is possible to incur a charge as the warranty is only for the computer's hardware.

Dust and hair in the screen is not covered by Applecare as that is not a hardware defect.

I apologize for any inconvenience you have faced when coming to our outlet and I sincerely hope this experience does not cause you to think lowly of our outlet. If there are any complaints, please send an e-mail to info@machines.com.my. Please be assured that your feedback is taken seriously.

If you have any other enquiries, please do not hesitate to PM me.

Regards,
Nadia

Couldnt agree more. I went to 2 of the 4 Machines outlets. Such attitude that I almost couldnt tolerate. Hell, was I the customer! the good side is, the rest of the employees were ok.

lol. nadia you have my mb battery, came in last week to get it swapped out. is it ready yet?

This post has been edited by OmniAtlas: Jan 23 2008, 05:11 PM

Miss Nadia,

I do not have anything against Machines and I applaud your efforts to bring a more "Apple-like" experience to Malaysia and especially in the major spots in Malaysia e.g Midvalley and KLCC.I must say that whilst you have achieved it with the layout of the shops and the way you display hardware and accessories(Though why you have a display of Mac OSX Server on your Mac Pro the last time I came in,I dont know,the prospective Mac OSX Server customer does not just waltz in and ask your sales staff on it).

On the other hand,some of your staff could be improved a bit,especially the way they treat customers.Multiple times,I have seen sales staff either too busy talking to their colleagues or just messing about on the macs displayed.Also,there has been one or 2 cases i have seen where the dressing dictates the service they get.I come in in shorts and i get looked at whilst I come in a tie,shirt and pants and i get the red carpet.Odd,dont you think so?.

All in all,I have nothing against Machines and its management(I met one of them during the opening of machines midvalley and she seemed awfully receptive to new ideas) but what I see is improvement is needed with your sales staff.Remember,at the end of the day,the products that you and your competitors sell is the same and the only way to differentiate yourself is Sales and Aftersales(which Machines can improve in that area).If you improve it even more,people would rather approach Machines than anyone else.

Regards,
A fan of Machines

PS Sorry about my bad grammar,this was written in a hurry

Just to add to knuxed's post, I too share the same experience. Sometimes the sales people hound you once you step in and browse, making you feel you uncomfortable. Other times they just congregate on one corner and chat among themselves while you try to get their attention.

And please get the sales people informed of new developments, new products and their features inside-out. It's a shame when the customers know more than people manning an Apple store.

To just summarize what I said in that paragraph,we,Apple users,want an Apple experience in the shop.Apple thrives on consistency with its ecosystem and sadly,your shop doesnt provide it.

This is so true, been to a few Machines stores like MidV, KLCC, and Sunway..the sales staff are so bad in product knowledge, even customers are better than them. I guess most the sales staff are fresh from school or college, and none of them have the passion in the products they are selling

Let me share my experience at Machines Lot 10 on last weekend, went there to survey the ipod touch 16gb price and the sales staff told me it is rm1739 with no free gifts where i already asked a few shops at LY selling at rm1499 with free gifts. So end up buying at LY, but later went to Machines Lot10 again and store manager told me it is selling at RM1499. If only i am informed i would have bought from Machines with rebates with my Machines member card.

Neekun,

I am actually a new sales staff as well, and sadly.. I too must admit that sine if the sales staff here are not native Apple users and their knowledge of the products is lacking, however I assure you that they are learning and the Midvalley outlet especially has been trying very hard to improve customer service. There is a team of us who are working with management to give customers a better experience when they come to our stores.

It may not be an immediate improvement, but we truly are working on it. I do encourage you all, however, to e-mail in your feedback to info@machines.com.my. This is the best way to ensure that your concerns are heard.

I sincerely apologize for the bad experiences you all have had at any of the Machines stores and we are working very hard to ensure you get the best out of your visit to Machines.

Again, I do urge you to forward any feedback you have to info@machines.com.my. This is one of the ways that you can help us serve you better.


To add on, I am sorry for the wrong information that the sales staff has given you, I am sure that it was not intentional and I hope you understand that. We are working to make sure the staff pay more attention to our promotions as well as to the customers.

Regards,
Nadia

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Added on January 23, 2008, 9:31 pmKnuxed,

Please be assured that we are definitely working to try to improve our service at our stores, especially at the Midvalley outlet. It is a process and will take time. Sincere change does not happen overnight and I hope that you understand that. There are a few of us sales staff who are very passionate Mac evangelists, but not all are. Don't worry, for we are definitely, definitely working on it.

If you have any more feedback, please do forward it to info@machines.com.my.

Regards,

Nadia

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Added on January 23, 2008, 9:33 pmDear Voxe,

You do not need to present a receipt. Once the technical staff has checked your serial number and ensured you are covered under the limited warranty/AppleCare warranty period, you will be able to make a warranty claim, no questions asked.

Regards,
Nadia.

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Added on January 23, 2008, 9:36 pmYung Ming,

We only service on the spot if it is possible to be serviced on the spot. Other than that, you will have to leave the machine at the service center and they will call you once the machine has been serviced.

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Added on January 23, 2008, 9:44 pmJokersson,

We are making sure that the staff are reading up sites like TUAW, AppleInsider and MacNN to make sure they are up to date with Apple's new developments . Sadly, it is also hard for management to find staff that are well-versed with Apple products as there are very few people who work retail that are Apple users. However, we are all still learning. Although the salesperson might not know the product that well, if he takes the initiative to find out for you and help you, that is the best he will be able to do. But rest assured that we are making sure our staff know what they are selling as we do product training at every meeting we have. I certainly hope that your next visit will be better.

Regards,

Nadia.

This post has been edited by MissMoo: Jan 23 2008, 09:44 PM

I just asked Machines staff today at the Sunway Pyramid Branch. He confirmed that if under warranty you don't have to pay unless you don't have a receipt of purchase. He also told me that warranty covers internationally.

This is correct.
However, the receipt is only really needed if there is a dispute in the date of purchase.
Other than that, if they find your product is still under warranty,
You will not need the receipt.
It is recommended that you keep it, though.

Nadia,

For your information, dust or hair under screen is covered under the hardware warranty. It is clearly a hardware defect and I don't really understand why you said it's not a hardware problem. Some MBP users experienced this and had their MBP lcd changed for more than once. I managed to change mine too when I bring it back to the store. Pls check.

so which machines is the best now?

Apple's warranty is standard international warranty...

I have just double checked with the technical staff and one said is covered, the other said it isn't.
So.. that wasn't much help.

But after thinking about it, I think Crusader is definitely right. Hair and dust shouldn't be able to have gotten into the screen unless it was during manufacturing, hence that would be a manufacturing defect thus it is covered by warranty. If hair and dust got into the screen AFTER manufacturing, then there must have been something wrong with the LCD display itself because it's not supposed to allow dust in.

I will bring this up with the service and tech manager.

-deleted-

This post has been edited by knuxed: Jan 24 2008, 04:58 PM

hullo? so which machines is the best in kl now?

I wouldn't say that there is a best,
But Machines Midvalley outlet has the most knowledgeable senior staff.
If you want to know the good people to look for when at an outlet,
Do PM me and I will let you know.

Nadia,can I call up Machines and check the status of my machine?

This post has been edited by knuxed: Jan 24 2008, 11:22 PM

Sure.
You can also give me your service report number and I can check the status for you.

since so many here are telling of their bad experience with machines...ibeg to differ. i've been to all the branches except lot10 with no problems at all. the staffs at sunway were helpful. the store manager himself entertained me. thats good enuff for me. he even helped checked my mbp which has a problem.

yesterday i went to check the problem at the service center at MV. again i received a good service from the staffs there. especially from the service counter. i'd like to name the person here, bcoz he did a great job and helped me to get covered under warranty eventhough my warranty is just out 2 weeks ago. he is ariff from the MV branch.

so my experience wit machines so far have been pleasant, be it buying from them or servicing my machine. hope this will remain and be better in the future.

peace machines!

btw, nadia r u working with them? HQ? bcoz if u do, it'll be easier for me to check the status of my machine if i can contact u directly. =)