dramas of my life

If you know me, and you know where I worked for the past eight years, you would know that I won’t let it pass if I am subjected to lousy customer service.

I am familiar with customer and repair services that’s why I get so irritated when I am not satisfied with the services I get.

I would be sharing to you my letter which I have send to the NEO CUSTOMER SERVICE MANAGER. I have been preventing my self to write complaint letters but I tell you this needed attention.

You see, I have blogged about NEO1 malfunctioning, LCD has no display. I went to the DIGITAL PLAYROOM OF NEO, AUGUST 28. Until now I haven’t gotten it back. My HDD was replaced, with me having no back up of all my files there and then now when I called their service center they claimed that my unit again has no display. WOW! This got me all mad that I asked for the email address of their head. In fact I wanted to speak to him but when I called he was on lunch break daw.

Here is my letter (and for the spirit of fair play, i have included his reply also)

I send my neo laptop to your repair center August 28. As of this moment, the hdd has been replaced but still the same problem exist.

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I am writing this letter to call your attention regarding my experience with your customer and repair services.

But before I go and discuss my main concern let me just tell you my not so good run in with your services. True, your laptops are cheap when it comes to your market price but I just got the impression that your services equates to your price also. I do not mean any offense but the days that turn in to weeks that turn into months of calling both your Megamall and Shaw branch have left me grinding my teeth in dismay.

One, it takes forever for your rep to answer the phone. You might have a thousand callers yes but its not a reason that you can give to a customer whose been dialling your number for hours. Its your responsibility to be readily available to your customer, right ? The only fault maybe of the customer is choosing to use NEO laptops. Next, aren’t your system computerized or dont you have a program that will facilitate faster retrieval of customer’s information ? Everytime I call both your service center, i will have to give them my name and the SN and it would take 10 mins or more for them to get back to me regarding the status. Moreso, somehow i got the feeling that there is no coordination between your staff. If one is on leave, then nobody knows the information he knows. It is really irritating.

Now, to my main issue. I purchased my laptop last Dec 2006 in EHUB in LIBIS. August 27, the lcd has no display already. I brought it to your megamall branch August 28 and according to Christian, it seems that the LCD is defective. I  would like to also point out that there was no mention of my HDD malfunctioning. True, they did not check it but as far as I am concerned my laptop is in good condition except for the display.

A week after, since they told me that your turn around time for repair is 7 days to two weeks or more if the part is unavailable. At my first call to your Shaw branch, the person i talked to told me that my unit is still for checking. You see, seven days have passed and my unit is still for checking. Although that was unacceptable to me already I let it pass.

The next week I called again, only to be told that it is for checking again. I already said something to contest the claim only to be told by your rep that it is for checking because you have many laptops that are on que. May i tell you again that it is not the customers fault that you have so many defective laptops waiting to be repaired. It is not right to tell the customer that kind of reason. You have to make sure that every request should be treated as top one priority no matter how many defective laptops are for repair. And should I say, its not the customer’s fault that the product she purchased is of low quality.

The day after I called again. This time, they told me that my laptop has an intermittent problem so its taking them so long to repair it. And this time they raised their concerned regarding the POP. Which I already furnished a copy to your megamall branch. Your shaw branch told me that they will coordinate the POP with your megamall branch.

I called after a week, again I talked to another rep and they are again asking me for the POP! This got me all fired up. Your rep in Shaw told me that they will coordinate with your Megamall branch and they will just call me.

I took the liberty to call your Megamall office and its seems that the week had passed but nobody is taking an action to get the POP from the other branch. I told the rep in Megamall to coordinate this with your Shaw branch. Nobody from your shaw branch called me. It was Mark from Megamall branch who called me and told me that my laptop will be repaired by Friday, Will be released by Monday (because Neo in Shaw has no weekend work).

I was somehow relieved. Due to my schedule I was able to call your Shaw branch Thursday. I should have called Megamall branch because I was expecting that my laptop is with them already. I called your Shaw branch and you know what they told me ? They needed a copy daw of the POP! I really wanted to shout at your rep. And then they told me that my HDD is to be replaced. And it would take 2 weeks because you do not have the part on hand.

I asked for the technician. He told me his name is NEL. He told me that my HDD has a bad sector (which unless proven otherwise, have appeared only in your shaw branch) and that he would just replaced it one he has the POP.  He told me he’d call again your megamall branch. I find it unacceptable that my hdd will replaced. Because I havent got a back up for it and i am sure it is working before I gave it to your branch for repair.

That afternood, I called your Megamall branch just to test if your Shaw branch have already gotten the much sought POP. And would you believe it, your Megamall is clueless regarding the POP. I talked to Christian regarding this and he forwarded the POP to your shaw branch. Christian have updated me time to time regarding the developments. Especially when I requested him about backing up my HDD. But of course, he told me this is not possible. I just let it pass. Christian told me that my laptop will be ok by Monday.

I did not call your branch Monday for fear that I am again will be face with dissapointment. I called Tuesday, and your shaw branch told me that my laptop was released already to your Megamall branch. I called your Megamall branch I’ve spoken with Jay Santos and he told me that my laptops is there already. I asked him if it already has an OS, he told me that he would checked and put me on hold for about 15 minutes or more. When he got back he told me that my laptop still has no display. I was annoyed and he told me that he would coordinate this with your shaw branch and would text me on my mobile phone for updates.

I did not received any calls nor text from him. I called again your megamall branch, I talked to Mark and it have taken him around 20 mins or more to get back to me just to tell me things that I already knew. It seems that Jay Santos is off duty but he failed to communicate all his obligations to the staff on duty. And it also shows that indeed your staff are not doing what they should and would  only do it once an angry customer made a follow up.

I asked for your email address from Mark, which have taken him another ten minutes to give it to me. And I called your Shaw office, only to be told that you are on lunch break. MC, the rep who I have spoken with when I was asking for you told me that he would call me once you have returned from lunch break. As of this writing, no phone calls have been received from you.

I maybe just one of your thousands of customer. But I think to make it big in the business, customer and customer feed back are the major factors. My letter to you might fall on deaf ears again. But I hope I am just an isolated case.

It fears me to know that if my other NEO laptop fails me(yes, unfortunately I have another NEO laptop), I would again be subjected to countless frustrations on your lousy customer service.

I do hope your are not just only after sales but I do hope you are 100% focused on post sales.

With that I will end my email, asking you when can I have my laptop ? I should be charging your repair center the amount of time that you have my laptop for repair instead of me using it the way I intend it to when I purchased it ?

And would you mind checking on the skills of your technician ?

I do hope I could get an affirmative and immediate reply from you.

His reply :

Then I got a call from a certain Jason, he was implying that I already got my laptop. It seems he wants to claim that my laptop is a backjob or it is my fault that it has no display again. I corrected him and told him that I havent gotten my laptop yet and that their Megamall branch were the one who diagnosed the my laptop again was experiencing the NO DISPLAY problem. And one of his claim made me laugh sarcastically. They would get daw my laptop from megamall and diagnosed it again because they were not able to diagnosed it ng matagal. Hello! One month and five days was not enough ?!? Urgh! magsara na sila.

I should have heed to my husbands demand. I should have bought a branded laptop and should have not considered the cost. But frankly, I know even branded laptops sometimes offer lousy customer and repair service. I should know. hehe!

Anyway, let see what they will do.

For those of you who have stumbled upon my blog because you have googled about NEO LAPTOPS, please think twice or thrice before buying one. My case might be an isolated case but it wont hurt if you try to research some more before purchasing.