Bad experience buying Blackberry in Sungai Wang

gavin78 — Wed, 14 Sep 2011 14:16:22 +0800

Hi all, just want to share my real story on purchasing Blackberry in Sungai Wang, just hope anyone who wish to buy blackberry (especially for those aiming for AP set should beware)

On 31 August 2011, my wife, my brother and me went to Lowyat and Sungai Wang because my brother and my wife wish to find new hand phones to replace their aging handphones. We were seeking for better offer around and we were approached by a sales person name Ah Boy from TOC in Sungai Wang. Ah Boy told us his company was having promotion and selling new original Blackberry Torch 9800 for only RM1300 , and ensure us that was the best offer we cannot get from anywhere else. My wife like the outlook of this model, and we try to seek for other vendors’ quotation, and found out the AP set was priced around RM1350-RM1450 and the original handset warranty provided by authorised distributor “BrightStar” is around RM1700. After some price comparison we went back to the booth and ask for further information about handset whether is under “BrightStar” warranty, but Ah Boy say is confirm original, but under another distributor called “NanYang”, who distributes Blackberry as well as other than distributors like “BrightStar”, and the handset also claimed is “Original”. He also say the handset is better than other AP set people selling at RM1400 because AP set we only can get warranty from the shop itself if there is problem with the handset, but the handset he sold can claim warranty directly from the distributor called “NanYang”, with total 18 months (1 ½ year) warranty. We are impressed and convinced and have double confirmed with him we are buying new set but not second hand or refurbished handset. And since the booth with the obvious “Digi Specialized Store” words on it, we also trust he was not lying us. Finally, the deal was done.

After we went home with new handset, we found when we are charging the phone, the touch screen is unresponsive (Torch 9800 is a touch screen phone) . It is not acceptable for us as we found on Internet the screen should be responsive during charging state unless we are using an inappropriate charger. We suspect there is something wrong with the charger and found they gave us a charger which was not one in the list of compatible chargers. On top of that, with the information found on Internet about checking of total usage time on phone, we also found the phone was use for talk time 2:52:XX (which close to 3 hours of talk time usage), and the BBM (Blackberry Messenger, an instant messaging application in Blackberry device) was used by a person name “Steve”. We try to believe that the handset maybe used by a irresponsible staff in TOC or it just could be a demo unit, because we trust “Digi Specialized Store” would not sell us a used or re-conditioned or refurbished unit although we are not signing any plan with them.

We went back the next day (1 Sept 2011), to show them unresponsive touch screen when charging and tell them the charger they provided may not compatible with the handset. They try to seek a replacement for the charger but fail to get one which is in the list of compatible charger. While waiting them to find an appropriate charger, we discovered the 3G function on the phone was unable to be activated (but we can use EDGE all while), we try with several sim cards (and with the vendor’s sim cards as well), finally they admitted the handset itself is defective. They give us another replacement of Torch 9800, we check on the spot about the phone total usage, the replacement handset was used for around 6 hours of talk time (Type BUYR in the setting to get the phone lifetime hidden information, very useful information found in Lowyat forum). This time we believed that they are not selling new hand phone all while and another staff Wendy admitted the handsets they sold are “re-cond” unit. She didn’t know about the detail of the deal between us and Ah Boy but sure the unit we bought is “re-cond” set. We cannot tolerate with such situation that we are buying a new unit and end up with a refurbished or “re-cond” unit. We requested for refund but they refused to do so by using the reason their boss not allow them to do so. We requested to talk directly to their boss but was declined (the boss was hiding behind the scene/in the phone). They wanted us to get the replacement “re-cond” unit back but we refused. We wanted refund because it is unfair to us because it is a fraud case, since buying a new unit but was given a refurbished / re-conditional unit, and we just discovered it within 24 hours. After negotiation, they still refused to refund but said what they could do is just give us a new replacement unit. We try to want the “re-cond” unit back as proof for the complaint to Consumer Association but the two units was taken to somewhere else by somebody and said not with them anymore (dirty trick). At last we have left no choice but just have to accept their replacement with another unit so called new unit rather than get refund. At the time we check using the secret key (BUYR) and this time the total talk time shown is 0H0M, and then we have no choice but had to trust they were giving us a new unit that time. If fact we are quite tiring because they refuse to refund although we stand there for hours, they just kept ignoring us. My parent come over to holiday with us also lost the mood and get very angry when saw such condition, and yet quarrel with them, but can’t help much because they just refuse to refund. Finally on that day we had to went back with the replacement unit they gave.

The story doesn’t end here. On 12 September 2011, the handset cannot be power on, and the battery cannot be charged. It kept showing a battery with a big red cross on the screen after put the charger on it. We found on net that may caused by using non-original battery because for Torch 9800, there is problem using third party batteries because third party battery need to be re-coded before used or alternatively used with another original battery. Here indicates there is possibility we are given a non-original battery (or perhaps a sub-grade battery because the handset very hot during charging). We rush back on 13 Sept 2011 after working, and was told by the staff Wendy (by phone, written in the receipt we requested) the service center of TOC is located in 1st floor Lowyat Plazza (named Latest Communication Sdn. Bhd, same company as Droidshop Sdn. Bhd. on the receipted as well). When we reached, straight away Wendy use a device to re-code the battery (confirmed the battery is not original) to get the problem solved (the handset can be powered on now). We asked why we are given a third party battery while we are buying a new unit, we should be given an original battery (or a proper bundled battery) although it is an AP set. In fact the battery could not classified as third party battery, because it look exactly same like original battery (F-S1), so we should call it a counterfeit battery. We should not deserved a counterfeit products although we are buying an AP set or so called “Original” for them. They refused to replace the counterfeit battery but request us to buy another original battery warranty by “BrightStar”, with cost of RM250 (Model F-S1) which they sell bundled with a re-code device so we also can keep the counterfeit battery and re-code them every time we change the battery. Furthermore, Wendy also claim that the handset we bought (assume new after replacement on 1 Sept 2011) may not be in the good condition, and could potentially trouble us in future. However they can offer RM900 if we willing to sell back the unit to them. So we need to compensate for RM 400 loses (bought at RM1300) for their con case after 14 days of usage and found so many troubles, and because of the counterfeit battery? My wife was so angry, stop talking to them and walk away straight. Actually all the while we have been very patient and gentle to seek out any solutions the while although we have been conned once (the re-cond set issue), but seem like they were trying to con us again (don’t want to replace for the counterfeit battery instead want us to pay RM 250 for the original battery with the re-code device), else we have left the who handset there for them to claim the battery from the supplier, but not guarantee can get a good replacement for the battery (already know is counterfeit battery issue still want us to leave everything with them, since we could not and should not trust them anymore since first incident) . Lastly we don’t buy the battery and don’t sell back the unit, while thinking other possible solutions or actions can be taken. After went back, the phone could not be power on again after I take out the battery to insert the sim card. Sad to own a blackberry like this, I afraid my wife not going to buy blackberry again in future (although is the vendor’s fault).
So now we just consider we need to fork out additional money for a genuine battery from others or to deal again with them again, or straight away complain directly to the Consumer Association, or Tribunal of Consumer Claims.

I cannot believe the hand phone/telecommunication industry has been deteriorated until such condition, as a vendor or seller (especially carries a Digi Specialize Store name) shall be ethical and honest, as a consumer we have to protect our own right by not conned by the irresponsible vendors or sellers. Of course they have the right to sell the re-cond set but need to notify the customer, let the customer decide want to buy or not rather than cheat the customer that it is brand new and later refuse to refund when we found out is re-cond.
I believe not all the shops or booths in Lowyat or Sungai Wang do the same thing, but just need to be extra cautious when dealing with them (as we hardly differentiate who is good and who is bad), especially buying APs, if afforatable, go for the one warranty by Authorized Distributor. And I posted the incident we experienced here to avoid future victims fall into the trap set by those cunning vendors/sellers

If you experience this or have any idea me and my wife can do, feel free to share and suggest, we appreciate the recommendations provider by the you (in fact I learn a lot from this forum, from the knowledge and experiences shared by forumers here, like checking the talk time usage on blackberry which already pinned, I should say thanks a lot) .

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Bad experience buying Blackberry in Sungai Wang