Lousy customer service....

Damn pissed with Minolta customer service... the representative is so bochup and insincere in its dealing... promise this and that, and cant deliver... sux big time... read the emails below for the full story.... argg....



Sent: Wednesday, June 08, 2005 2:35 PM
Subject: Printer exchange
Dear Sir,

I was referred to you with regards to exchanging my minolta pagepro 1101L printer for the newer printer which is compatible with windows xp. I would like to know when i can bring it down for an exchange. Please advise.

Attached is the mail that was sent to me.


regards,
Jun Jie


Sent: Wednesday, June 08, 2005 11:00 PM
Subject: Re: Printer exchange
Hi Mr.Wong,

The PP-1100L does not work on Windows XP at all, there is not exchange policy for a new one if it does not work.

We are running a promotion of in Harvey Nornan on low end monochrome, please drop by and have a look.

Mr Fujita is not handling printer anymore, so please contact us instead.

Regards.
Teddy Ho

Sent: Thursday, June 09, 2005 12:03 PM
Subject: Re: Printer exchange
Hello Mr Ho,

For your information, the problem was highlighted in December, and Mr Fujita had agreed to exchange the PP1101L for a newer model at a discounted price. A second email request was sent in February when I heard no news of the printer, and the reply was that the shipment was still in Australia, yet to be shipped over. I am aware that Mr Fujita has forwarded you an email back then with regards to that matter, in which I received no further replies.

I am not aware of Minolta's exchange policy in Singapore, and has based my trust on the goodwill and integrity of the company to deliver its promise, as it did for many users worldwide. Having waited for 6 months and spending more than $200 in printing from external sources, the reply that you gave is utterly disappointing.


Sent: Tuesday, June 28, 2005 10:46 PM
Subject: Re: Printer exchange
Hello Mr. Jun Jie,

Your case was reviewed by our headquarters in Australia and because Mr. Fujita had promised you a replacement, we decide you give you a replacement printer, the model is PP-1200w, it works fine on Windows XP, please take note that this is a showroom unit and it will not be covered under warranty as your printer is way off warranty period.

If you agree to the above, please let me know if you can come over to collect on Friday in our office located at 271 Bukit Timah Road, #03-06, Balmoral Plaza.

Regards.
Teddy Ho

Sent: Saturday, July 02, 2005 1:18 AM
Subject: Re: Printer exchange
Mr. Wong,

As it is already passed the collection date but I still did not receive ant respond from you, if you do not respond within 7 days from now, I will treat it that you are not interested in our offer and will cancel this arrangement.

Regards.
Teddy Ho

Sent: Sunday, July 03, 2005 11:25 PM
Subject: Re: Printer exchange
Mr Teddy,

Please note that from my knowledge through past correspondances back in January, Mr Fujita had promised me the PP-1300w and not the PP-1200w. It was also not a display set unit, as the shipment was still in Australia then. As for the issue on the warranty, it should not be an issue if you as the representative have faith in your product.

Please also note that I am not being unreasonable in my request. I am just asking for a better customer service which I feel I deserve. After going through the months of waiting for something that was promised, what I have received so far were insensitive and irrelevant replies.

Regard,
Jun Jie

His final reply was:

Mr Jun Jie,

The problem with your PP-1100L is that it is not working with Windiows XP, we are providing you a printer that can work with XP which is solving your problem. The PP-1200w is working fine with Windows XP. This is the only printer we can offer you, if you do not accept this, I am sorry to say, I have no other option.

Regards.
Teddy Ho


Alright, so its true that customer may not be always right. But the fact, that you have promised the customer something, u should deliver your promise irregardless of the change in command. Minolta printer is really cheap, costing only $189 at Harvey Norman. What i'm really angry is their attitude. From the very first letter, you can see that they are totally not apologetic nor think its their fault. As an engineer in training, if your product doesnt work, your product sucks. Its actually that simple.

This is a case of a bad handling the feedback of customer, where the matter is blown out of proportion... He could have just aceded to my request and save all the hassles of having to correspond with me further.. It will only be a matter of time someone wrote something again with regards to the poor customer service in Singapore.

Teddy, You are really so UNCUTE......