October 13, 2007
Posted by Kurt
Lemony Touch Update: The Series of Unfortunate Events Continues
I swear, this whole series of events could be written into an episode of Seinfeld. And it would have been hilarious, if it weren’t happening to me.
In the last post, I mentioned that I bought an iPod Touch from Machines that turned out to be a dud. Within less than 24 hours, I went back hoping to make an exchange for a new one, but was instead forced into a shitload of inconvenience by Rico the Technician who was adamant that a 1-for-1 exchange was impossible (when it is in fact, VERY possible, as Machines management would later confirm) and that I had to send it for warranty service, which would involve a 7-day wait and no guarantee that the unit returned would be brand new, and could possibly be a refurb.
The funny thing is, despite Rico’s massive fail, I could have still made the 1-for-1 if it weren’t for some really bad communication between Machine’s staff and management. It’s so bad, I had to put the chronology of events into bullet points to prevent your head (and mine) from exploding:
Wednesday, October 3
Bought the iPod Touch from Machines Midvalley. Went home and discovered it was a turd.
Thursday, October 4
Went to Machines KLCC to make the 1-for-1 exchange. Was instead forced by Rico the Technician into making a warranty claim, which takes 3-5 working days.
Friday, October 5
Warranty unit order supposedly placed into the system by Machines KLCC for processing.
Called up Machines HQ to get email address of Operations Manager and was directed to kenny.low@machines.com.my.
Sent email complaint to Kenny Low.
Was told by Machines Midvalley staff that a 1-for-1 exchange on defective units within 7 days is indeed company policy.
Called up Machines KLCC for an explanation, and was told that they made a mistake and that I could now make the exchange.
Saturday, October 6
Went to Machines KLCC to make the exchange, only to be told “sorry, the warranty order was put into the system yesterday, so you’ll have to wait for the warranty unit.”
Tuesday, October 9
Still no reply from Kenny Low. Called up Machines HQ to confirm his email address, spoke to June the Marketing Manager.
Was told that Kenny is only in charge of Corporate and Education Sales, thus not the right person to address the email to. June asked if she could help. So I explained the situation, and she promised to look into it.
Wednesday, October 10
Got a call from Azarin the Other Technician from Machines KLCC, informing me that June had sent out an email instructing them to go ahead with the 1-for-1, but unfortunately, they’re out of stock. So he says he put in the order for the warranty unit yesterday.
WAITAGODDAMMINIT. The warranty order was put in YESTERDAY, not last Friday??? So I’ve been waiting 5 days for nothing??!!! AND I COULD HAVE MADE THE EXCHANGE ON SATURDAY WHEN IT WAS STILL IN STOCK BECAUSE THE WARRANTY ORDER HAD NOT BEEN MADE YET??!!!!!!!111 FUCKKKKKKK
Azarin said the warranty unit should arrive Thursday or Friday.
Thursday, October 11
No news.
Friday, October 12
Called Machines KLCC, and was told by Azarin that the warranty unit will only arrive mid next week. RAGE!! ANGER!! HULK SMASH!!! etc etc.
***
As a gesture of goodwill, June offered to loan me a demo unit to use over the long weekend, which I accepted. It was nice of her, but I still feel that this would have been unnecessary if they had taken more care earlier to coordinate their efforts and solve the issue on the spot. As it is, I’m rather disappointed.
The wait continues.
6 Comments
October 13, 2007
typical Malaysian customer service ….
there I said it …
[2 weeks, I waited for the replacement. 2 GODDAMN weeks. --Kurt]
October 13, 2007
there’s NO WAY that apple won’t exchange a faulty apple products
in other countries, all you need to do is send apple customers service an e-mail and they will send you a completely BRAND NEW unit. no questions asked (this is where you can bullshit about how faulty your unit is)
after you have received the replacement, you just have to send your faulty item back without even have to pay for the postage.
at least that’s what me and my friends did it
[Welcome to Malaysia.
--Kurt]
October 14, 2007
Fuck that technician, Rico. Its all his fault. Ask them to throw in a free Ipod or something. If not you will email Apple headquarters or something and make a big fuss.
[They claim he's new on the job, so I didn't quite bite into his ass as much as I would have. Best part is, he wasn't the least bit apologetic about making me wait 2 weeks for a warranty unit that was a direct result of his massive fuck-up. Bitch. --Kurt]
October 15, 2007
Wankers, yeah man ask for a free poddy, and pass it to me dearest Kurt.
[I'd be happy to pass you Rico for further action.
--Kurt]
October 16, 2007
if i were u ill go screaming at machines klcc and ill go to hq and fuk thm up. i dont fkn care i want the stupid ipod touch.
get one from machines midvalley and give it to me now. i don care how the internal process goes i don care i fkin want m ipoid touch now fuk u!
[I was teetering on the edge of doing that. Teetering. --Kurt]
October 16, 2007
LOL.
My head exploded at about Wednesday 10, October.
I feel for you man. I hope the warranty set is a new one.
[Thanks, I hope so too. Or my head might just explode. --Kurt]
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