Account of events with Challenger (Singapore - United Square)

Some of you might remember my previous BAD experience with Challenger - an IT store giant in Singapore. This is an account of my current one... why oh why do I go back to them...?

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Acer Netbook: Aspire One AOA110

(Serial Number :LUS020A0258261BD202500)

Date	Incident
22nd Jul	· Enquired with salesman at Challenger (US) about Aspire One AOA110. · Salesman provided the following information: o it is a Netbook and the Internet based programs run very well on it; o other programs run like those in Windows XP environment; o the files are compatible with XP; o Windows XP may be installed onto the machine if Linux proofs unsatisfactory; o RAM may be upgraded on the machine to handle the XP operating system.
23rd Jul	· Collected and purchased said Netbook with the above understanding.
5th Aug	· Realized that Linux is not user-friendly to non-IT person; o drivers not easily available; o largely unsupported OS. · Not all Internet programmes run well – MSN Messenger does not work on provided programme (oppose to salesman’s previous claims); · Decided to install Windows XP; · Computer becomes very slowly and hangs after installation.
6th Aug	· Sent to Challenger (US) for RAM upgrade; · Same salesman: o checks with colleagues (in shop and other branches) and even ACER (he claims) about RAM upgrade; o says unit’s RAM cannot be upgraded (oppose to prior claim); o offers to and reinstalls Linux back onto the Netbook.

· A few days later, on the same week, salesman calls to say the Netbook is ready for collection.

· Upon collection, realize that:

o Linux system is unstable;

o does not recognize memory upgrades and flash memories in the respective card slots.

· Salesman then:

o offers to and sends Netbook to ACER for servicing;

o claims that servicing to delivery will take approximately 3 to 4 weeks.

o will call and inform for pick up once Netbook is ready for collection from store.

Date	Incident
2nd Sept	· Called Challenger (US). · Salesman claim that Netbook is still NOT ready for collection. · Called ACER (S): o customer service officer, Alfred, checks and updates that Netbook (with a service number: 160808-132) had been ready since 21st August. · Called Challenger (US), salesman: o claims ACER did not inform of job status; o did not know service number of Netbook and asked for it to check status.
4th Sept	· Salesman: o calls to inform Netbook ready for collection. o claims motherboard on Netbook has been replaced.
5th Sept	· Visits store to collect Netbook. · Noticed imperfect button actions on Netbook; especially button on right of trackpad – depresses deeper than normal to register. · Alignment of buttons also off. · Internet applications still does not work well on Netbook – MSN messenger does not work (oppose to salesman’s previous claims). · Spoke with branch manager to pay difference in exchange for XP-preloaded model: o Netbook is not what was paid for as claimed by salesman prior to purchase; o Salesman starts retracting claims as issue(s) occur. · Manager refuses paid exchange/upgrade despite knowledge of the situation. · Salesman offers to: o upgrade RAM and install Windows XP on Netbook; o personally absorb the Netbook if results after upgrade still unsatisfactory; o get Netbook ready for collection by the next day.
6th Sept	· Called Challenger (US). · Salesman claims Netbook still not ready and is working on “installations and issues”. · Called Challenger (FC) main customer service hotline. · Spoke with Nicholas Nai and Kit. · Kit follows up with promises that: o they (Challenger) will try to resolve technical issues as mentioned above and provide satisfaction of service and goods; o will offer alternative(s) to solution should the above not be reached; o Challenger (US) will call the next day with regards to collection of Netbook.

the saga continues...