After a week long I didn't hear from the Service Centre. I decided to call up to do some yelling and scolding the following Thursday....
The engineer assigned to my handle my case was not around so asked the other engineer to check the status of my the laptop I sent in for repair.
Engineer: Mr.Ng, i am sorry...the laptop is not fixed yet. We are still waiting for the spare part to arrive.
Me: XXX, can you tell me when the part will be arriving?
Engineer: Errr....there are no status when the part will be arriving. Normally it takes 2-4 weeks.
Me: Yeah..i know. I heard the same damn thing a week ago! After a week, you still can't advice when the part will be arriving? What kind of Inventory & Ordering system you guys are using? Soon my brand new laptop will be sitting in your service centre for 2 weeks...and I don't even know when the part i needed for replacement will be arriving??
Engineer: Mr. Ng, I will get XXX to call you as he will be in better position to advise you.
Me: Please do so...and get him call me ASAP. He supposed to call and update me and for the past 1 week I have not heard from him at all! Tell him that I am not very pleased with him!
No call on that day...Friday...Sat....Sun....and I am ready to do some screwing on Monday and make big hu ha on their service.
To my surprise....a voice mail: "Mr.Ng, your laptop is ready for collection" was left in my mobile when i was i a meeting.
So, I went to the Service Centre during lunch hour...thinking the collection process should be fast....which I was quite wrong....drove all the way to Shah Alam arriving at the wrong time.....took my Q-number then notice there are 4 others sittting in the waiting area. The same 2 ladies serving their clients....1 came with a trolley with 4 laptops (probably the dealer)....1 was a mat salleh....and another person standing wth a trolley of other products with same brand.
Gosh...go back to simple mathematic....assuming the 4 sititng down there still carrying their laptop...curently serving 1 with 4, another with 1 and anotherstanding with 2 in his trolley.....hmmmm....what that means? Average 20 mins/unit to wait.....that means I won't get served or get to see my laptop for the next 1 1/2hr at least!! That is way too long to wait and I absolutely don't have that patience...then I passed the number back to the counter...shaking my head...show them my disappointed face and left the Service Centre without my repaired laptop.
When back the next day after my appointment nearby that area in the afternoon. Took the number...this time there is only 1 customer sitting in the waiting area and the same 2 ladies busy entertaining their clients. So it was not too bad....then I notice one of the ladies called her colleague to come out and help...I gave this lady a credit for her sensitivity.
I am sure she witnessed my disappointed gesture the day before.....the process was quick.....checked the unit and sign the service report. That did not change what I am going to feedback/comment in the feedback form.....
Bottom line....On the service report. The date of completion was dated last Friday. I called last Thursday.....status part no arriving yet. Nobody follow up on Thur/Fri....So the part arrived on Thur? Fri? or I came from somewhere else?? If someone called me on last Thur/Fri...I would be more gentle outting my comments in the overall service experience.
The engineer assigned to my handle my case was not around so asked the other engineer to check the status of my the laptop I sent in for repair.
Engineer: Mr.Ng, i am sorry...the laptop is not fixed yet. We are still waiting for the spare part to arrive.
Me: XXX, can you tell me when the part will be arriving?
Engineer: Errr....there are no status when the part will be arriving. Normally it takes 2-4 weeks.
Me: Yeah..i know. I heard the same damn thing a week ago! After a week, you still can't advice when the part will be arriving? What kind of Inventory & Ordering system you guys are using? Soon my brand new laptop will be sitting in your service centre for 2 weeks...and I don't even know when the part i needed for replacement will be arriving??
Engineer: Mr. Ng, I will get XXX to call you as he will be in better position to advise you.
Me: Please do so...and get him call me ASAP. He supposed to call and update me and for the past 1 week I have not heard from him at all! Tell him that I am not very pleased with him!
No call on that day...Friday...Sat....Sun....and I am ready to do some screwing on Monday and make big hu ha on their service.
To my surprise....a voice mail: "Mr.Ng, your laptop is ready for collection" was left in my mobile when i was i a meeting.
So, I went to the Service Centre during lunch hour...thinking the collection process should be fast....which I was quite wrong....drove all the way to Shah Alam arriving at the wrong time.....took my Q-number then notice there are 4 others sittting in the waiting area. The same 2 ladies serving their clients....1 came with a trolley with 4 laptops (probably the dealer)....1 was a mat salleh....and another person standing wth a trolley of other products with same brand.
Gosh...go back to simple mathematic....assuming the 4 sititng down there still carrying their laptop...curently serving 1 with 4, another with 1 and anotherstanding with 2 in his trolley.....hmmmm....what that means? Average 20 mins/unit to wait.....that means I won't get served or get to see my laptop for the next 1 1/2hr at least!! That is way too long to wait and I absolutely don't have that patience...then I passed the number back to the counter...shaking my head...show them my disappointed face and left the Service Centre without my repaired laptop.
When back the next day after my appointment nearby that area in the afternoon. Took the number...this time there is only 1 customer sitting in the waiting area and the same 2 ladies busy entertaining their clients. So it was not too bad....then I notice one of the ladies called her colleague to come out and help...I gave this lady a credit for her sensitivity.
I am sure she witnessed my disappointed gesture the day before.....the process was quick.....checked the unit and sign the service report. That did not change what I am going to feedback/comment in the feedback form.....
Bottom line....On the service report. The date of completion was dated last Friday. I called last Thursday.....status part no arriving yet. Nobody follow up on Thur/Fri....So the part arrived on Thur? Fri? or I came from somewhere else?? If someone called me on last Thur/Fri...I would be more gentle outting my comments in the overall service experience.
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