Bad Experience with OPPO service support person
I want to share my bad experience with OPPO service SG. I purchased it from M1in June. Been attracted to this phone on M1 roadshow by OPPO sales person. impressed by their camera, so I go ahead bought OPPO instead of Huawei at$400 with contract.(not cheap). I thk that time OPPO F7 has not released yet. Anyway biggest mistake.
When I first bought e phone, its quite smooth and gd, camera is ok but notice close up cannot focus clearly unlike other Samsung phone. didn't pay much attention cos its still new. Recently, because of my hobby, I need to take close up shots, details of the object. Noticed, the problem getting worse, close up shots are super blurry and hard to focus even after minutes trying(of cos tap on the screen). Finally have the time to head down to service centre in the central on a weekday in Oct (sharing with xiaomi service centre, only saw Mi sign, no oppo sign at all), front desk ppl did the flashing of phone, camera still not good but he said both service person of OPPO is not in (1 is mc, 1 is off day). Wasted my trip from west to Clarke.
Went down again on a weekend, address the issue, female service person changed to a new camera(still not working, called me to get approval to change the motherboard as well). After 4hours of waiting, changed both camera and motherboard, when I collected the phone, camera still blurry on close up object, EVEN MY LG 4X HD(long outdated phone) CAN DO THE CLOSE FOCUSING. Because I understand that handphone camera is not able take really really close up shots but if other handsets in the market are able to, I believe Oppo can too as it advertised so hard on its powerful camera. I am certainly not over-demanding. The service persons there agreed and ask me to contact service at.oppo.com.sg or call OPPO hotline as they can do nth more to help. Wasted my trip again.
Til here, I still gotten the support from OPPO. Now come to the angry part of my story.
I called the hotline, asked me to email this person called Louieee xxx. I emailed on 27th Oct with service centre receipt abt my case and blurry photos for justification. Got back to me on 29th ask me to wait and hopefully with gd news. No reply after one week, I wrote in reminder email, ask me to wait again, and he plan to bring down my handset to service centre again for repair as personal favour ( Hmmm, personal favour? What is warranty of the pdt for? 1 year means repair and support til the product is ok right, if you cant deliver the quality and support, how do u expect consumers in sg to buy your phone). He wrote to me again saying some confusion caused, ( I really not sure did he really checked with their service centre on my case or nt), quote from his email ‘ astonished that if the camera was blurry and we changed a camera, (in this case even the motherboard) and flashed the drive, it still remained so. If there's really nothing we can do to repair it it would be much easier for me to push for a 1-for-1 exchange to rid the issue (but don't get your hopes high! haha)’ anyway, I waited again patiently and I don't want to go down to service centre again cos I know they cant do anything anymore and ive been there twice and its so far.14th Nov, he wrote to me, he is informed that the camera is fine and he suspected is the capability of the phone not able to take really up close photos, but if the demo set in OPPO suntec can do it, then he had gd reason to fight for me. I offered to arrange to meet up at Suntec after 2pm because I don't know when these emails are going to end, so I just prove to him in person.
Because of somethings caught up, I reached at 4pm plus that day, thought he will be in Suntec OPPO store, but he already left without leaving any message. Or at least called me to check whether I still plan to meet up (I gave him the no. on my first email). This time, I got really upset already, asked the staff in the store to call him and I finally spoke with him on the phone. He refused to come down to the store and help me to solve the issue on e spot. He asked me to prove to the staff in the store instead. The staff is really helpful and responsible, help me prove that there is really something wrong with my handset camera and should give 1 to 1 exchange (if I bought from OPPO store directly). He justified to Louieeee and he said ok, if you want to solve on the day, u just take the DEMO SET FROM OPPO STORE. ARE YOU KIDDING ME, I SPEND HUNDRED OF DOLLARS TO GET A DEMO SET????? WHAT KIND OF SERVICE IS THIS. But I cooled down and told him that I don't want and he said he will get approval and get back to me 4 days later.
His last email to me is:
It is with regret to inform you that we are unable to perform any 1-for-1 exchanges. I consulted for the Customer Service in Charge in Malaysia for an alternative approval but it was not granted. I understand that it has been a hassle so if you choose to, please allow us to help you send your phone back to the service center where we will perform yet another change of parts to try our best to rectify the issue.
Please understand that we do not have a 1-for-1 policy after a week of purchase.
This whole case dragged for 1month and in e end I gotten this kind of answer. Send my phone?? I still need to meet him in the central area to pass the phone to him cos he is living in the east. So more and more trips.
"if I choose to have a hassle???? "come on this wont be happening if you deliver to customers quality products (match the demo set which you are showing to customers). So customers should just take in the defect phone and do nothing??? It seems that the fault is with customer, yes, I am wrong to spend hundreds of dollars on products with no support….
Sorry for the super long post, guys. Not sure anyone will read that. But I just want to share my experience with all of you on this new player OPPO in Sg. Even their FB keep on emphasising on what customer wants, how fancy is their handphone. But quality comes with good support and customer service nowadays. Pls carefully select your marketing/customer service personnels when you just enter the Singapore market.
However, I would really like to thank the OPPO concept store staff: Jia Jun. who helped me to justify about my camera and follow up on my case with this LLouieeee. He even gave me his contact no. even he is not assigned to do so. This is the kind of person you want to keep to represent your brand image,OPPO.
So, guys, if you still want to buy OPPO handphone, take a look at my post. if still, pls try to look for Jia Jun. He is helpful and knowledgeable.
