Bad service at QCD @ Wheelock

[whizzard]

My Apple Airport Extreme Router which was purchased on 1 Sep 2012 died on 18 Apr 2014 and could not power on. So, I took it to Apple Service provider, QCD @ Wheelock, on 19 Apr 2014 to repair.

I am aware that Apple accessories only carry a 1-year warranty unless you have AppleCare Protection Plan (“APP”).

According to the Apple website, Apple accessories such as the Airport will also be covered under the APP for MacBook or iMac if you purchased your Airport within 2 years of purchasing the APP for the MacBook or iMac. I purchased the MacBook with APP on 28 Oct 2012 and the iMac with APP on 21 Dec 2012.

The counter staff at QCD said that the warranty for my Apple Airport Extreme router has expired and therefore would not be covered. I said that it should be covered under the APP. He said no and to show him where does it say so. I logged in to the Apple website and showed him the fineprint, reproduced below:-

Apple hardware coverage
The AppleCare Protection Plan provides global repair coverage, both parts and labor, from Apple-authorized technicians around the world — perfect whether you work at a desk or travel with your Mac. Apple hardware coverage includes:
- Your Mac computer
- Included accessories such as the power adapter
- Apple memory (RAM)
- AirPort2
- Apple USB SuperDrive (for MacBook Air, MacBook Pro with Retina display, iMac, and Mac mini only)
- Apple display purchased with your Mac

He said that my interpretation is wrong as the “Airport” hardware coverage refers to the built-in Airport in the MacBook or iMac. I then pointed him to the footnote that says the following:-

Must be purchased within two years of Mac purchase.

How can the built-in Airport be purchased separately? It must refer to Airport Router which can be purchased separately. He disagreed. So, I asked for the Apple Customer Service number from him for me to call and verify. After spending 45 minutes waiting and finally verifying with Apple Customer Service, the Apple staff confirmed that I am correct and that my Apple Airport Extreme is indeed validly covered under the APP for my MacBook and/or iMac.

I passed the phone over to the QCD counter staff for him to confirm and verify directly with Apple Customer Service who provided me with a case number and assured me that Apple would honour the warranty.

The counter staff didn’t even apologise for making me waste 45 minutes to verify what he should already know or if he didn’t know, what he should have verified himself instead of trying to turn me away. Fortunately, I was persistent enough to verify the matter directly with Apple instead of taking the QCD counter staff’s word for it. You would assume that they should know since they face clients everyday with such warranty issues but you can never take for granted that they do indeed know.

 

[PetPet]

The service level at QCD Wheel lock is really bad
I went there once and I'll never head back there again.

Be sure to fill up the survey provided by Apple.

 

[speedster4005]

Yes, indeed it is bad. Had a bad experience too with my the iPad Air due to a faulty lightning port. They just test it fast without listening to you - and right away give a conclusion. Really really bad service.

Anyway, as PetPet said, fill up the survey form that Apple usually send. If you don't receive it, head down to Apple's feedback site.

 

[ahsiao80]

wow didn't know its so bad at wheel lock always seems a lot of people there though~

 

[fuzzybear]

so bad they still take over the old one
should have keep the old one
maybe cut cost lor
this way it feel like no use getting applecare

 

[whizzard]

so bad they still take over the old one
should have keep the old one
maybe cut cost lor
this way it feel like no use getting applecare

Apple is OK, just that they appoint incompetent service providers.

Anyway, I went to Apple Centre @ Funan to buy a new Time Capsule today and tested the sales staff there on this same warranty issue and he was able to advise me correctly. It all boils down to staff training at the end of the day.

My suggestion would be to phone Apple Customer Service with your warranty issue, get them to give you a case number then head down to any of their service providers and quote the case number.

If the service provider says cannot, then ask them to call Apple themselves quoting the case number. Next time such a situation arises, I will always call Apple first prior to going to any of their service providers if any of my equipment needs repair/replacement in order not to waste time. I have learnt my lesson well.

P/S: The first customer service rep at Apple also didn't know his warranty issue well. He said that I have to purchase my Airport after I bought the iMac or MacBook first before I can qualify for the APP coverage for my Airport, therefore mine is not covered since I purchased the Airport before I bought the iMac/MacBook - he is wrong! As long as you purchase your Airport Extreme within (i.e. plus/minus) 2 years from when you purchased the iMac/MacBook with APP, you will be covered. Fortunately, I questioned him and he referred me to a specialist to cover his ass.

 

[PetPet]

Well, we're out of luck.
Here's what happened to me.

I contacted Apple and had a case number before heading down to QCD@Wheelock and guess what? When I told the service reps that I had a case number filed with Apple. They arrogantly told me off by saying that they could see everything on their system. So I decided that, I should shut up since you know everything.

Well no ****, they saw everything on their "system". I was made to wait 45 minutes for them to download the latest iPad firmware from Apple's iTunes Server to restore my iPad when I've already done so as instructed by the AppleCare CSO over the phone.

Only to go back to square one. "Oh, I think your WiFi on your iPad is dead."
I'll never forget the lady and her shitty attitude. It was such a mess, they were dealing with me and an 'OJT' (on job training) dude when they were serving me.

I miss the days when E-Serv was around.

 

[dawntime]

Have you noted the staffs name? I went down few days ago and I got served by Amanda, she was great!

 

[fuzzybear]

ya agreed
apple is good but not the co called authorised service cte
seem it like applies to our cmi mobile brands too
likes nokias and andriods


toobad the real apple dont open their own in SG
but in others countries
as i go jp apple store
they provided me epic good service even i dont speak nihongo and i didnt buy anyting too


i only ask if i hoot a 5s in tokyo can their jp 5s works in SG they not too sure but they did try a effort to check and comeback o me

allthought it didnt really answered my query
it service provided is thumb up good!!

and they say if i hoot a 5s it warrenty aslo covered even i go back SG
so i guesss is back to cmi wheellock

 

[chercm]

i prefer to visit the A.Lab at Changi Point

 

[Geforce3]

I don't think it's just qcd... The staff at the various service centres are just lost when it comes to 'non-standard' replacement, such as this. I had to call Apple for them to force the wheelock service centre to replace my 12watt charger for ipad, because I bought it as a spare charge for my idevices.

 

[PetPet]

Oh yes guys. Please drop your feedback to this email.
QCD will respond to your feedbacks. Let them know what you're facing so that they're able to improve.

support_wheelock@qcd-tech.com

 

[faithsilence]

Is it under same management as Epi @ Wheelock? That place only sees ang mohs and expats. Locals are too "poor" for their taste. Their staff know NOTHING.

 

[cheesepies]

anything that comes into singapore, their after sale service will auto turn sucks.

just like TaQBin in Japan can say it's the top service. Everything they can also solve.

but when they come into singapore, everything also cannot be solved.

U see apple customer service is so good when u call them via phone

but when u visit their so called AD in Singapore, their customer service officers will try their best to push the blame to their customers. wtf.

just like Amazon customer service, as long as u provide the right informations/pics of the defected / late delivery item, they will refund or get replacement for u.

Singapore buy thing, once u pay already, u die ur problem.

 

[whizzard]

Oh yes guys. Please drop your feedback to this email.
QCD will respond to your feedbacks. Let them know what you're facing so that they're able to improve.

support_wheelock@qcd-tech.com

Thanks for the reference.

Already lodged my feedback with both QCD and Apple Support.

Ultimate fail! The email to QCD bounced back - quota full! They don't bother to clear emails!

No wonder!

 

[faithsilence]

anything that comes into singapore, their after sale service will auto turn sucks.

just like TaQBin in Japan can say it's the top service. Everything they can also solve.

but when they come into singapore, everything also cannot be solved.

U see apple customer service is so good when u call them via phone

but when u visit their so called AD in Singapore, their customer service officers will try their best to push the blame to their customers. wtf.

just like Amazon customer service, as long as u provide the right informations/pics of the defected / late delivery item, they will refund or get replacement for u.

Singapore buy thing, once u pay already, u die ur problem.

For TaQBin, they are probably some local agent trying to bring them into SG, not from TaQBin themselves, or should I say, they are just "resellers" of the brand and service, much like how the "Apple" shops in SG are simply resellers.

 

[PetPet]

Thanks for the reference.

Already lodged my feedback with both QCD and Apple Support.

Ultimate fail! The email to QCD bounced back - quota full! They don't bother to clear emails!

No wonder!

woah!
that's sour.
a few months back I've got people responding to my feedback.

 

[frozzbite07]

I agree. The service is insanely slow and bad. The lady who served me was first of all very rude and nonchalant to any problems I was facing. Then when I had another phone that I wanted to service, she told me that I had to wait for her to service one phone before i can get her to service the other. So I had to wait one hour before I could pass her the other phone, only for me to wait another hour.

What is apple doing with this company. Ridiculous!

 

[whizzard]

I agree. The service is insanely slow and bad. The lady who served me was first of all very rude and nonchalant to any problems I was facing. Then when I had another phone that I wanted to service, she told me that I had to wait for her to service one phone before i can get her to service the other. So I had to wait one hour before I could pass her the other phone, only for me to wait another hour.

What is apple doing with this company. Ridiculous!

You must write in to Apple Support with your feedback (like what I did).

QCD probably forgot that we are the customers as Apple is paying them for servicing our equipment. They forget that we have paid Apple for the warranty and ultimately the money that comes from Apple actually is paid for by us.

 

[chris888222]

Are phones still a 121 exchange? Or repairs?