I RECENTLY bought a mobile phone from a shop in the Gadong area.
I was happy with the service during my purchase at the time.
After a while the phone had a malfunction during the warranty period.
The shop was kind enough to offer to send it for repairs to its supplier.
This took a few months but the phone could not be repaired.
The shop then offered to replace it with a different model to which I agreed.
However, this took a few weeks with the shop postponing when I could claim the new phone.
At the time I was about to leave the country and could not wait any longer.
I asked for a full refund of my purchase.
This was when the customer service turned sour.
The shop was unwilling to refund me and insisted that I wait for the new phone.
It took me a few hours at the shop talking to the salesperson and the manager until they finally conceded.
I understand why they insisted for me to wait as it is a business and they want to retain sales.
But they had already promised a replacement for a faulty unit they could not repair.
And the fact that they kept postponing when I could claim it when I had told them I needed it by a set date along with how they treated me when I asked for a refund, just irked me.
I hope this shop will fulfil the promises to other customers and not treat them like it did to me.
– Disappointed Customer