Dear SENHENG and senQ Digital Station Management I would like to get some professional advice from your team. 1st disappointed When 1st October 2014, i send my sony smartphone to your Gurney senQ branch to request for warranty repair, After one month the branch staff call me go to claim back the phone, but when i go there to claim back my phone i realize that your service center did not help me to repair and just send back to me. That time the branch IT manager was at there, he say they will help me to send back to the service center to follow up and update to me (But i never receive any call from the branch to update me the status). 2nd disappointed After one week i call back to the branch the staff told me that because my case is special case they everyday also got follow up with the center but when i ask him to update me the status he say will call to check and get back to me ( I also never get any respond after end the communication). After two days without any respond from the branch i choose to call your customer call center, i told them my situation and ask them to request the management to improve the gurney branch service. The next day i received a call from the customer call center they told me that they are ordering the material to help me repair. But after two weeks i call again and they told me the material still not yet get from the supplier (may be your can try to improve the relationship with the supplier company as they can hold your company order for two weeks only delivery for your). 3rd disappointed After one week the branch staff call me go to claim back my phone, but the other problem again, although they had help me to change the new screen for me but the screen inside was scratches. I was queries that they not changing new screen for me but why inside will have scratches? I was wait for so many weeks and think that the problem was solve can back my phone but is only an other disappointed. 4th disappointed After i communicated with the IT manager, he say will help me to propose replacement and told me normally will take only two to three weeks once the HQ approved they will immediately replace a new set for me. But after two weeks i call to the branch they told me HQ still pending for revert they will call to ask and get back to me (Again i never received any call from them). Since i was disappointed with the branch service i call to customer call center told them the problem and asking for the status, but they also like did not know any status through the server. When week three i still did not get any feed back from your company, i try through email to get the latest update but your staff reply me that replacement warranty only applicable for small appliances, not applicable for smart phone and others product warranty (may i know what is the meaning for that and why when we purchasing your staff will encourage our customers to buy extra warranty for one to one replacement? What does this mean? It is through some technical way to lie our consumers to buying your company extra warranty but without replacement for new product?). The next week (23th Dec 2014) i call the branch ask them to provide me the contact number and person who in charge my case, after i call the person he told me they are waiting for insurance company to approve and they only received my phone by few days ago (Can your advice me why the branch manager help me to propose replacement was 2nd Dec 2014 but the set will only received by the person in charge after three weeks?). 5th disappointed Last Monday i call to the customer call center to check my phone status, they told me will check with the person in charge and get back to me. the next day they call that the phone was approve for replacement between few days i can get the new set as replacement. When Friday i call to the branch to check the staff told me that the phone is still under repair and your company did not provide replacement for smart phone only will help the customers to repair for it(The second time your staff told me your company did not provide replacement one to one for smart phone, can your please advice for the reason). After that i call to the customer call center they told me that may be the staff did not update with this case and the new set was send to delivery by that day, it will be reach the branch by Saturday or Monday. When Sunday i go to gurney branch to check the IT manager told me the set was on delivery due to Saturday is public holiday the new set will only get it by Monday. Yesterday i call to the branch to check the IT manager told me that he will call to the person to check and get back to me, but again he did not call back to me. So i know that make a phone call for them they will never get back to you, i went to the branch to looking for him but he not at there then i ask the other staff who are the branch manager at there they told me the person which serve the customers at front counter then i wait for him. After awhile i saw the IT manager very hurry come to me (look like someone inform him), he told me that just now he very busy so forgot to call back me, then he say that the new set they just send by yesterday and will get it by today (6 Jan 2015). I queries that why that day they (him and customer call center staff) can told me the new set was delivery on last Friday but now he say only send by yesterday, then he told me that because when Friday they already send to delivery but after that they realize the new set got problem then stop to delivery (This cause me more suspicion about your company one to one warranty replacement. How can a new product already send to delivery but they still can tested the product got problem and cancel the delivery). 6th disappointed Today morning i call to customer call center to tell them about this problem they say will get back to me, but until 5.45 pm i still did not get any call from them so i call to the center but no one to answer my call.Then i call to the reception ask for transfer the call to customer call center department but i was putting on hold for around 10 minute (can the service center without people to support?). Beside that yesterday the IT manager told me the new set will reach by today, but i did not get any call from the branch ask me go to claim the new set also. I did not hope that i will asking third party to help me solve my problem. Please give me some professional advice about the problem i have facing for three months, hope that your can get back to me by tomorrow (7 Jan 2015). If not i will asking third party help me to solve my problem. Every people also have their patience, please do not challenge about it. Now a days, if you try without using smart phone for three months, whereby you also need to bare all the data cost what you will going to do and look like your problem not going to solve what action you will be take. You can refer to my receipt code Q6*CS013510. Thanks.
Posted on: Tue, 06 Jan 2015 15:03:46 +0000
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