[09 May 2011]

This letter is to complain about the unsatisfactory service which I had bought for laptop Lenovo model no: Y570 (S$ 1499) from Newstead on 7th May 2011 road show at Funan Digitalife Mall. On the date of purchase one of their staff told us to register the product as fast as possible. So the next two days we opened the laptop and registered first according to their advice. After doing this, in a short while before installation any software, the laptop hanged and even cannot do ctrl+alt+del to restart it.

So we came all the way to the service centre at Sim Lim Square to check. At that time we met the staffs named Mr. Wong Chuan Jin, Mr. James Octoven and Mr. Richard Zhou. The one who checked on our laptop is Mr James. When he checked he saw the problems and he tried to do recovery to set factory default. It took about almost 1 hour to check and make testing on it.

According to the company policy, we told him to help us to change with another one because it's still within 7 days. After arguing about 15 or 20 minutes, finally he assured that the laptop is faulty and will change one to one for us.

Before they change, we honestly showed them the warranty registration on this product done by us. Once they seen, they told us they cannot change a new one and need to go down to the lenovo service centre and it's not their fault and cannot change for us. But Mr Wong called one of his colleague and told us to call the lenovo to cancel the registration first.

Along all this way Mr James always use the word 'I'm helping you my friend'. But actually the way he talked to us is very loudly with no respect. Not like the others Mr. Wong and Mr. Richard.

The ugliest thing is, as his word 'helping', one of my friend asked him what did you help us. He started shouting to us and even tried to fight with us. And in the end he said 'Fuck' in the front of newstead shop.

The other two Mr. Wong and Mr. Richard just watching at us. Didn't say anything to him and they let him to shout back to the customer.

Needless to say I am quite frustrated.

I expected a much higher level of service and I am quite disappointed.