Wednesday, December 4, 2013

Who is at fault? Apple Inc or Ta-Q-Bin by Yamato Transport?

It started when i ordered a refurbished Macbook from the online store of Apple Inc. The delivery was done on 3 December 2013 at about 7.48 pm by Ta-Q-Bin. I opened up to do the checking and realised i could not power-on the laptop. The screen was still dark followed by the continuous 3 beeps when attempted to power-on.

A call was made to Apple Inc stating the case. It was answered by Jackie, their Customer Service Representative. He arranged for me to speak with their Technical Consultant to verify it was the hardware fault before agreed to arrange for an replacement. He promised to call on 4 December 2013 to update the status.

When no status update received on 4 December 2012 at about 3 pm. I made a call and after talked with another Customer Service Representative, it was transferred to someone by the name of REINA at the extension of 41115. She claimed to be a Management Representative which held the highest appointment at the online store.

I highlighted the case and asked for a replacement as soon as possible. I emphasized that i need it to be done before i leave for Hong Kong on Saturday. REINA kept emphasized on the standard delivery which will only take place on 6 December 2013 and not the 24 hrs time frame as indicated. I told her that it is not possible for the delivery to take place on 6 December 2013 as i would not be at home.

I felt really frustrated as she is not willing to go extra miles and be flexible in handling the situation.

The case is still pending. No further update so far.

If the laptop is pre-checked to ensure it is in working condition then the damage is most likely happened during the delivery process.

Now, who is at fault? Apple Inc or Ta-Q-Bin?

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