 failed.... One of the things that we always tell our clients is SUSTAINABILITY, i.e. it's easy to setup something, but you must ensure that a certain amount of efforts need to be put in place in order to sustain it as well. In the area where it involves sales, it's called "After Sales Service". I was once disappointed with the after sales services from Machines (see my post on Griffin iPhone Case for Sale). Today, I was disappointed again, and here's the whole story.
Day 1: WeiWei and I decided to trade in the old iBook to Machines when we saw the ad on their website. We called them up and was informed that we could bring the iBook to the store, their technician will inspect and send the iBook to HQ for quotation. So we did. We brought the iBook to the store at 1-Utama. When we were there, the fellow who answered our call told us the technician was not there 'cos it was a weekend. Thanks.... Would definitely appreciate if you have told us earlier. Day 2: One fine weekday, WeiWei and I decided to head to Machines at 1-Utama to try again. OK, the technician was there this time, but guess what, the technician told us that they don't do trade in there, we have to goto the HQ (at Midvalley). So we talked to the guy who first spoke to us, and he said "Oh is it? Guess I made a mistake. You havta goto HQ then". Wow.... thanks again.... Day 3: This time, WeiWei and I thought that we're gonna do it right, we brought the iBook to Machines at Midvalley. First of all, the 2 sales girls at the front ain't that friendly. When we told them we wanna trade in our iBook, they just pointed their fingers to the counter and said "Go there." I'm like, WTF. Then, we were at the counter... - Fong: We need to trade in our iBook
- Guy at the counter (Guy): You need to register your iBook at our website first
- Fong: We did it 2 weeks ago, but we receive no reply from you
- Guy: Oh, if like that I can't help you, 'cos this is under another department
- Fong: (wow, that was a helpful piece of info). So what do you suggest us to do now?
- Guy: You can call our company and ask about it.
- Fong: OK, now, I bought the Apple Care Protection Plan, but we were not able to register it online
- Guy: How did you do it?
- Fong: (I thought I said it) Register online
- Guy: That's weird. What did you do? What happened?
- Fong: I entered the serial number and nothing happened
- Guy: (Repeatedly asked for a few times) Did you enter the serial number? What happened?
- Fong: (Explained a few more times)
- Guy: Are you sure your Internet connection was working?
- Fong: (WTF, you think I'm an idiot?) Of course..... Can we register it here?
- Guy: Our Internet connection is very slow here...
- Fong: (So that's why..... now i know who's the idiot...) So?
- Guy: This you need to call Apple. We can't help you (again).
- Fong: (That was helpful........) So? I suppose you can give me the number right?
- Guy: Oh ya... here's the number...
I could say nothing more... What's happening? The only thing I could say is... Welcome to Malaysia.........
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for the techies 
