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Post by oldman on Mar 4, 2014 4:48:10 GMT 7
I was in the Samsung service centre in Plaza Singapura yesterday at around 1 pm. My wife's Samsung Galaxy Note II was bricked after only 15 months of use. As it was 3 months over the warranty period, I was asked to pay $30 for Samsung to investigate the problem.
Instead of having a standard queue at the payment counter, they asked us to sit down and wait for our name to be called. Then, instead of calling our name, a foreign talent service centre staff called the guy who was behind us. It was obvious that she knew as I intentionally said loudly that she has missed our name. She tried not to look at us but I wondered why she will do this.
Then, when she gave him a feedback form, everything became obvious. She wanted good feedback and hence, gave him prompt service. The moment he sat down, he was called for payment. I am sure he gave her good feedback. When our turn came, they did not ask us to fill in the feedback form. Nevertheless, I filled up one and placed this with the receptionist.
Sadly, this shows the ugly side of human mentality.... they want to look after themselves, even at the expense of customers. I find that Singaporeans in the front line of customer service rarely treats customers this way as they know that this is their own country and it will be very difficult to get another customer service job if they are found to be undeserving.
For any company, selective customer feedback is as good as fooling yourself. Surprisingly, most companies still practice this. Of course, senior management is usually also measured by customer service and this may be the root of the problem.
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Post by zuolun on Mar 4, 2014 8:50:27 GMT 7
I was in the Samsung service centre in Plaza Singapura yesterday at around 1 pm. My wife's Samsung Galaxy Note II was bricked after only 15 months of use. As it was 3 months over the warranty period, I was asked to pay $30 for Samsung to investigate the problem. Instead of having a standard queue at the payment counter, they asked us to sit down and wait for our name to be called. Then, instead of calling our name, a foreign talent service centre staff called the guy who was behind us. It was obvious that she knew as I intentionally said loudly that she has missed our name. She tried not to look at us but I wondered why she will do this. Then, when she gave him a feedback form, everything became obvious. She wanted good feedback and hence, gave him prompt service. The moment he sat down, he was called for payment. I am sure he gave her good feedback. When our turn came, they did not ask us to fill in the feedback form. Nevertheless, I filled up one and placed this with the receptionist. Sadly, this shows the ugly side of human mentality.... they want to look after themselves, even at the expense of customers. I find that Singaporeans in the front line of customer service rarely treats customers this way as they know that this is their own country and it will be very difficult to get another customer service job if they are found to be undeserving. For any company, selective customer feedback is as good as fooling yourself. Surprisingly, most companies still practice this. Of course, senior management is usually also measured by customer service and this may be the root of the problem. oldman, I too had a bad experience with a FT service staff on my damaged ASUS 14" NoteBook in 2011 (newly purchased with 1-year warranty). That FT technician quoted me the total cost of repair at > 50% of my purchase price when I was at the ASUS service center then. I didn't proceed with the repair but days later he emailed and called me repeatedly on a personal basis to enquire about my damaged PC. Initially, I was annoyed as I didn't know his intention of calling me at home. However, after he hinted that a damaged brand new PC would be useless to the owner but it had a good residual value only an experienced technician could realize; I knew he wanted to earn money for himself, not for the company! I was pissed off with him for capitalising on client's misfortune, so I rather threw away the damaged brand new PC than to let him earned the money. |
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Post by oldman on Mar 4, 2014 10:56:20 GMT 7
I got a call from the Samsung service centre to inform me that the motherboard is faulty and it will cost me $500 to repair. As there is already a newer model, this phone now sells for $500 brand new. Like you, I did not proceed to repair as it does not make any financial sense to do so. I think Samsung has a major issue with their quality as the phone is only 15 months old and my wife took very good care of it. No wonder I see more Samsung service centres opening here and these places are always full of people. Well, this is the last time any of us will buy any Samsung products. We are likely to go back to Apple as they certainly have superior quality products as well as much better customer service. When we had an issue with the iphone and this was out of warranty by a few months, they simply repaired it free to charge without even the need to prompt them. Apparently, motherboard issues are a common problem with Samsung phones.... www.roytanck.com/2013/06/04/note-2-update-sudden-death-syndrome/ |
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Post by zuolun on Mar 4, 2014 12:43:02 GMT 7
I got a call from the Samsung service centre to inform me that the motherboard is faulty and it will cost me $500 to repair. As there is already a newer model, this phone now sells for $500 brand new. Like you, I did not proceed to repair as it does not make any financial sense to do so. I think Samsung has a major issue with their quality as the phone is only 15 months old and my wife took very good care of it. No wonder I see more Samsung service centres opening here and these places are always full of people. Well, this is the last time any of us will buy any Samsung products. We are likely to go back to Apple as they certainly have superior quality products as well as much better customer service. When we had an issue with the iphone and this was out of warranty by a few months, they simply repaired it free to charge without even the need to prompt them. Apparently, motherboard issues are a common problem with Samsung phones.... www.roytanck.com/2013/06/04/note-2-update-sudden-death-syndrome/My new ASUS 14" NoteBook which cost me S$1,200 in 2011 then was damaged (LCD cracked) when I accidently dropped it on the floor after 4 months of usage. The total repair cost quoted was S$680 or > 50% of my purchase price. According to that FT technician, the damaged unit could fetch a good residual value of at least S$300 for some of the parts. During that period, I managed to purchase another ASUS 14" NoteBook but I had a problem with the motherboard, the next day. This time, another FT technician whom sounded like a Malaysian serviced my NB had offered a replacement for the motherboard, FOC. I was quite happy with the deal as I bought the ASUS 14" NoteBook @ S$428 (a superb special sales price with 1-year warranty + one piece of 8 GB thumbdrive free-gift for early birds at a shopping mall) and I have been using it, to date.  |
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