Customer Service

yes, I put in the name of the shop, I think they deserve the "publicity"

Some weeks ago, I had a very bad experience with a computer shop in Funan IT Mall.

I bought my laptop from Comex 2009 and it's from this computer shop called Juzz1. They promised of a Mcafee antivirus of 1 year.

After installing the antivirus, i realised the subscription is only for 1 month! so instinctively, I called Juzz1 and asked for the guy called L who served me during Comex. He told me to contact Mcafee without asking too many questions.

So, I called Mcafee and was directed to the customer service line in India. The person asked me to email his supervisor my invoice so that he can assist me with it. The supervisor said that the invoice did not state that the subscription is for 1 year, even though I took a picture of the product itself. Mcafee refuses to extend my subscription (although I think they know that my product should be a 1-yr subscription since I think they should be very familiar with their own products).

SOOOOO I called Juzz1 again and L said it should be highlighted to the Mcafee vendor but L was going overseas and asked me to contact B to follow up with the case. I emailed B, thinking that L would have sort of told him about my case after telling me to contact B.

I had to email B twice to get his reply by email and since I did not hv internet connection during my nursing home visit, I called to check up on the email. B sounded hostile and said that he did not know what product I was talking about and sounded as if I was a goondu. He advised me to bring my laptop to Juzz1 so that the guys there can help me take a look first. I felt it was rather inconvenient that day as I did not have my laptop with me and I have to travel from Tampines (nursing home) back home and to Funan. I was quite appalled he said a sentence "if you dun bring to the shop, how do you expect us to help you." I also found out that by this day, L was already back from overseas and it was already my last day of Mcafee subscription, and you see, I've to email twice to get B's attention.

So I had to bring back to the shop that day as it was already the last day of the subscription. The guy at the shop helped me with my laptop. He did stuff on my laptop without explaining to me what was happening, so I had to prompt him to ask what happened and he was short in his answers. After a while, he became quiet and I walked around the shop. He was interrupted by another customer so he was serving 2 customers (me and another one) at the same time. I was okay with it as long as he get my problem solved fast.

After a while, he restarted my comp, and he was serving the other guy. I did not know what was happening to my comp so I was still killing time walking around the shop. and then, i buay tahan and walked up to tell him i'm going to the toilet. after that, i walked around the shop for another 10 min. My laptop was on batt so i was concerned whether i need to change to cable so I asked him and he said IT WAS ALREADY DONE! hello, i had already killed like 20 min without knowing that my laptop was done long ago...

I was rather pissed with the whole experience and packed up and stormed off. I wrote a feedback to Juzz1 which they did not reply.

what went wrong:

1. L prescribed a solution (a wrong one) before diagnosing. He could hv asked me to bring to the shop first before telling me to go 1 whole loop with Mcafee.
2. Mcafee did not extend subscription based on goodwill even though I specify my product through the photo and I even insisted a few times that they should extend. This did not happen last time when I was using Norton, the Norton customer service last time just did a remote access to extend the subscription.
3. L should have informed B about my case in order to avoid confusion at B's side.
4. B failed to see the urgency in my problem and did not assist me until the last day of subscription.
5. B was hostile to his customer on the phone.
6. That guy at the shop did not interact with his customer when the customer was interested in learning how to troubleshoot on her own.
7. That guy at the shop did not update the customer when the problem was solved, and the Juzz1 did not reply my feedback to show that they've followed up with the problem.
   

Learning points:

1. I should have insisted that Juzz1 solve my problem instead of going through Mcafee.
2. I'll use Norton after Mcafee expires.
3. I'll be an unreasonable customer next time as I think it'll help in solving the problem fast. HAHAHA.
4. Keep talking to quiet computer guys when they're troubleshooting for you, talk until they talk.