Jul
22

A ‘shocking’ experience at BlackBerry Malaysia’s service centre.

Today, I had a shock of my life with what happened to me when I visited the BlackBerry service centre. I didn’t expect that to happen, seriously. Before I share with you on what happened today, I will briefly introduce the company.

BlackBerry Malaysia’s service centre in Malaysia is under the authorised distributor, which is Brightstar Distribution Sdn Bhd. Ok, that is all you need to know about the company . Now, what happened today?

I just realised today that there was a black spot on the LCD of my BlackBerry Curve 3G. Well, it is not a dead pixel. I can still see whatever shown on the “dark spot”. The spot becomes more and more obvious as I tilt the phone and look at the screen from the side.

Advert :

I am sure that it was not there all this while. Well, it was not really causing any serious problem but I felt annoyed each time I look at the screen. So today, I made some free time to visit the BlackBerry service centre at Wisma Kemajuan, Petaling Jaya.

By the way, take note people. If you are going to their service centre in Wisma Kemajuan, it is actually at level 3 and not level 5. Yes, the Brightstar office is still at level 5 but when you go there, you can see a big sign, asking you to go to level 3 for BlackBerry related services.

Alright, I went to level 3 and got into the service centre. Immediately I was greeted by one of the staff at the table and I told her my problem. Guess what happened next. She asked for my phone, took out the back cover, battery and memory card, and placed them on the table. Oh my….this is the normal procedure that I see everywhere. Is my phone going to be there for a week or two?

The staff was busy preparing something on her computer. After a while, she printed something and asked me to sign on it. Well, that was another normal process that I usually go through in any other service centre. I signed the form and what happened next?

Hey, to my surprise, I got a brand new phone from her. Yes, it is a spanking new phone. I was shocked when she gave me another phone and said, “we will replace yours with a brand new phone”. Seriously, I went totally blank for a moment and I just couldn’t speak out anything. In my heart, I was saying, “IS THAT FOR REAL?”.

Most of the time, my customer service experiences with other brands were all terrible and full of frustration. I often get angry because of the poor service, empty promises and bunch of excuses given to me at the service centres (the most recent one was THIS) but this time, it was totally the other way round.

I was expecting them to say that it will take a week or two as usual but all it took was just 5 minutes? Hey, it was a four months old phone and they replaced with a new one? All this while, I was telling myself that I am not going to see a top notch service like this in Malaysia, at least till the year 2040. Remember my story about the Asus Eee Pad Transformer experience? That device was just 2 days old when I sent it to the service centre and yet, I didn’t get a replacement.

Well, I am not blaming Asus Malaysia but that is generally how service centres operate here. They will not give a replacement no matter what. They will fix and fix and fix your device until you die but no way you can get a replacement (exaggeration intended ).

As for BlackBerry, I didn’t even demand for anything and it was a pleasant experience when they gave me a brand new phone. I still didn’t believe that it was a new phone and quickly checked everything inside the phone (the software I mean) to make sure that they are not lying. Seriously, how could you believe that they will replace your phone with a new one for such a small problem? I thought that they will just replace the LCD but………….oh, that was a sweet experience. The best part is, they didn’t even ask a single question. .

Well, until now, I don’t know if I am the only lucky one to get a replacement or it is their general procedure to replace the phone immediately. I have even read somewhere that a person’s BlackBerry phone took 3 weeks to be fixed because it was sent to Singapore to repair, which I am now wondering whether true or not.

What could be the reason for them to replace it? Could it actually be a serious problem with the phone that I sent to repair? Or do they assume that all BlackBerry phone owners are business people and can’t live without their BlackBerry even for a day?

At one point, I got curious and asked the staff, “may I know what is wrong with my current phone?”. All she said is, it is too technical to explain. Well, she said that in a very polite way but I got a little offended. What does she mean by too technical to explain? I am a tech savvy guy, OK!

Anyway, it was a really good service. I would definitely buy BlackBerry phones in the future just because of their service. Again, it is a 5 star service and I salute BlackBerry @ Brightstar Distributions for such a quick and superb service

How nice if other companies could provide a fantastic customer service experience like this?

Ubippu

Rodg..I think the word ‘shocking’ in the title is unwise, coz it usually relate to something negative. Since u had ur phone replaced (and i assumed that it was a ‘pleasantly shockingly’ nice experience ), u ought to use a word that has a different tone and brings positive connotation, such as awesome (too strong maybe) or delightful..:-)

http://blog.rodger.my/ Rodger

It was meant to sound that way
Otherwise, people will know the whole story from just the title. With the ‘shocking’, many would assume that it is a usual bad experience like I had before until they read the story

http://www.facebook.com/people/Satwant-Singh-Bhattal/1172592099 Satwant Singh Bhattal

Bro, i wanted to ask you about your experience using the blackberry curve 3g. i recently purchased a HTC incredible s from digi. As usual being an Android phone, its good for browsing but the battery sucks big time. I hardly get a full days use if i leave the 3g on perpetually. therefore i always turn it off once i am done browsing.

so this makes using it for IM /yahoo messenger a big problem, since i have a Tune Talk number as well which i use for work related matters, i was planning to purchase a blackberry curve 3G as a second phone which i than will be able to use with Tune Talk BIS service.

what i would like to know is how is the feel of the phone in genera;, can the battery last with heavy IM and email use at least for a day.

how do you like the keyboard as well

would value your advice on this phone

http://blog.rodger.my/ Rodger

Hi.

For RIM, this phone falls under low end category or basic phone although the price is equal to many mid ranged phone from other maker.
The weight and outlook makes you feel that the phone is a little plasticky but as for usage, the phone does its job very well.
You can be online for 24 hours e.g. email, IM like Yahoo Messenger/MSN Messenger/GTalk, and the phone’s battery can last for about 2 days.
I actually like the keyboard more compared to high end BlackBerrys like Bold 9780 because there are spaces in between the Curve’s keyboard and suitable for big fingers. Of course, you will have the same “plastic” feel too.

This phone (BlackBerry Curve 9300) is highly recommended for beginners who wants to try out a BlackBerry. It will not disappoint you if email/IM/Facebook/Twitter is your priority.

http://www.liewcf.com/ LiewCF

Great customer service. It took me over 1 month to get iPhone replacement unit.

Adrian Ong

It took me less than 1 hour @ Maxis, KLCC to get a replacement for my iPhone 4 (under warranty) which had intermittent home button problems. AFAIK, Maxis replaces iPhone’s with refurbished/new units. But the delivery times differ according to Maxis Centers. For example, The Gardens required a week but KLCC did it on the spot within 1 hour.

http://jong.my netster

Im shocked! This is awesome! I have a dead pixel on my BB and I never bother to send it back because.. Malaysia Boleh! hahhaha

This is really something, will keep that in mind..
Anonymous

so roger…u wanna work for M NIGHT SHAMALAYAN. nice twist in the story. u could help M Night save his dying film career edi
bart

i think they just put in a bug in ur new phone.
http://twitter.com/jeffkhung Jeff F Khung

I LOVE my blackberry too! Can’t wait till Bold 9900 comes!
nikolett

hi rodger
what a pleasant turn of events, good for you! the trackpad on my bb curve 3g got wild and uncontrollable after 3 months of use and i sent it back to the melaka branch to repair – and it came back exactly 1 month after. yeap, it had to be sent to singapore. (felt as though you were talking about me up there ) anyway, i was very upset and i’ve sworn off bb ever since. but your post has given new light. good on you.
Andrew C

maybe that lady recognise you as an influential blogger-and if this time give shit service- I for one is always not going to buy my next upgrade BB.
Syed_taq

I got my BB Torch replaced with a brand new unit within 24 hrs. Their service is superb!
Atim

i also got my new battery right after i come to the service center. bright star is superb !
http://twitter.com/eezern ez wong

good for you man.and you were the lucky one..i had a bold9700 n they wanted to keep my berry for few days n if i need a loaner i need to pay rm xxx. i spat at their face for lousy service Brightstar!
http://www.facebook.com/rais.aslam Rais Aslam

I have problematic 9700 that I bought last year (Brightstar Warranty). When I go to the Brightstar Service centre last week, I have experience same thing like you Rodger. They check my phone, and then they ask, you want to replace this phone, or you want to change to 9780 (add RM300). What a excitement! So, I choose to add RM300 and have new 9780 with me. So Guys, buy the original Brightstar Warranty if you want the best Customers Service (Dont Buy AP!!)
KZA

Thanks Rodger. I didn’t know that Malaysia had even a BB care center. I knew brightstar was the authorized dealer but when i ask the shops, they will tell that if got problem – brightstar will send it back to singapore coz they do not have technical expertice here. Due to this, i always got my BB in indonesia as they do have a care center there & i frequent go there.

So after this superb after sale service, i will definitly by it from a brightstar dealer. When reading your blog, i felt that you were in a different country… soo unbelivable that this sort of service is availble now in Malaysia. Even if the price was slightly higher than AP, i would definitly get the authorized set for a secure feeling. Not only that, if there was a warranty extened program – i would gladly pay a nominal fee for that extension.

Hopefully peeps do not have attitiude selfish problem and mis use this ”after service” service for their own business profit. At last there are only a few company in Malaysia that is really taking care of consumer such to mention like apple, toy’s R us, carredfour, etc… No question ask if we return & show the problem… they will just ask if we want a new item or a refund :)…

Now Malaysia is definitly moving positively towards the “Malaysia Boleh land” …
nash

hey guys , any phone number for BlackBerry service centre at Wisma Kemajuan, Petaling Jaya.

http://blog.rodger.my/ Rodger

It is 03-79604877

(Sent from mobile device)

Pitt

i bought a torch 9800 4 month ago..
problem 1-no pics send option in bbm-send for re-formatted at brighstar
problem no 2-error 403 white screen-send for re-formatted again at brighstar
problem no 3- phone self re-boot again n again-send for re-formatted at brighstar AGAIN
problem no 4-earpiece damage out of sudden,cant hear,bought a bluetooth speaker since brighstar want to send my phone to singapore for a month without any temporary replacement offered to me,i need to use the phone
problem no 5-currently on jan 30th 2012,my phone lights went out,i cant see anything or make any calls.
and this time i need to send the phone to them for a month without a replacement phone to be offered to me!(still got 14month warranty)
and how those ppl at brighstar were very kind enough to u???
The Winezen

No such luck here. I was expecting them to do that for my 4 month old BB 9780, which I sent in for the notorious screen defect of this model that causes the whole thing to go white and nothing else, But instead I was told that the repair would be done in Singapore, as Malaysia does not do level 2 diagnostic. I would have to wait 30 days before I can get my phone back. And I didn’t get a loaner phone. So all my numbers and information are stuck in the computer as I can’t sync it to another BB or export it out to another type of phone. My work is severely hampered and they have yet to call me for a loaner phone too. I like using the BB but I hate getting the short end of the stick here. Rodger, I’m sure you got made as blogger as I have not met or read anyone with your extraordinary experience with them.

http://blog.rodger.my/ Rodger

Hi. I don’t think being a blogger makes a difference, at least for this case. This is because I’ve never given them any indication that I am a blogger

Probably where you went (which centre) will make the difference. I see that the HQ, which is in Petaling Jaya is so far so good.

Myocean91

hey can u give that service centers address please?

http://blog.rodger.my/ Rodger

You can obtain the addresses from -
http://www.brightstarcorp.com.my/about-us/service-centres/

Ramli Samsudin

Bohong la you Sir.

Mine, they took my Torch for checking then said have to be sent to Singapore for repair. Hardware problem, most probably the ribbon. 20 working days. How come you can get a new phone?
Ashykyn

for some cases, its one to one exchange..
Amulok

It is good for you. I have difference experience with blackberry. I bought BB 9900 3 weeks ago from carrefour Seberang Jaya from Brightstar. I got skrin problem also. The screen like running. I bring back the phone to them. They said they ada going to send for checking. Already 1 week without phone. Keep chasing the promotor for new phone coz he told me there is one to one exchange if serius case. Very very dispointed with BB now…

http://blog.rodger.my/ Rodger

Did you sent it to the place you bought or to the service centre?

Rocky Balboa

I send my blackberry 9700 to Brightstar Wisma Kemajuan and the girl said that my phone will be send to Singapore. And when i asked on one to one exchange, she said that Blackberry Singapore will decide whether my phone eligible or not. So no one to one exchange from Brightstar actually. They need to refer to Blackberry Singapore first.
Mak Nicole

hey, i agree with Rodger…. Brightstar “5 Star service”.. my BB 9780 was only 7 months old, last Saturday “428″ my BB just went blackout with red light blinking.. On Monday 30 Apr, i sent my faulty BB to Plaza Berjaya which is their service centre, they told me is hardware problem which takes 3-4 weeks to repair. But i’ve requested the Manager to expedite the case and guess what….. i got a BRAND NEW BB 9780 from them today 04 May… Awesome !!!
Woojared

sucks. mine cannot on. I sent to kemajuan. They told me need to sent to Spore for 2 to 3 weeks. Ha ?? No service tech in Malaysia ?? OK fine. They took it. Within 2 weeks, they sms, ask me to collect. Drove all the way from Klang and was to told YOUR CURVE 9300 MOTHERBOARD IS BEYOND REPAIR !! AND NO WARRANTY. SO THEY WOULD NEVER REPLACE A NEW ONE. I ask why. maybe drop hard or hardknock. Treat me a liked *&&^%. Not satisfied being, I asked to see the manager. The phone just does not work. If it was a hard drop or knock, you can see minimum screen and side dented but none !. He keep repeating not covered under warantty . He offered me another phone with a discount but I refused becos it was not my fault that the BB broken down. I should be given a replacement. So bro. your are a lucky guy.

About Me

Hi. My name is Rodger. I am a tech enthusiast. I love gadgets especially mobile devices and that is how I end up creating this blog :)

A ‘shocking’ experience at BlackBerry Malaysia’s service centre.

About Me

SUBSCRIPTION OPTIONS

SOCIAL CONNECT

ADVERTS

LATEST COMMENTS

ADVERTS

ARCHIVES

BLOGROLL

TAGS