My Aunt was desperate, she's been hounding every person on her Facebook that she's having a problem with her Samsung tablet. I tinkered with it extensively, tried to update the software, deleted and downloaded apps, reset the tablet via hard and soft reset but nothing seemed to work. Her Samsung tablet kept on getting this 110 error. I searched the web for possible solutions but nothing worked. There was no choice but to bring it to the Samsung Care at SM North Edsa.
Coming from my experience with Cherry Mobile's after sales service, I can't help but compare the two in my head. Regardless of such, here are my observations.
1. The line queue is organized at Samsung Care. There is a separate queue for claiming, repair and priority (senior/PWD). It is computerized. You can view from the screens what number is being served to what counter and the remaining people waiting in line. You'll get the idea of how many are still waiting. My aunt is in her senior years that's why it took just a small amount of waiting time.
2. All customer service counters are open and seamlessly handling customers, whether they are for repair or just waiting to claim their repaired phones and tablets.
3. The prices of their services are pasted on each of the counter so you'll immediately have an idea what you're going to pay for basic services. Of course prices may go up depending on the diagnosis or if parts will be needed. If under warranty, I guess it should be free unless they void the warranty. My aunt's Samsung tablet was a gift and was not bought here in the Philippines, plus it's more than a year so we expected to pay for the services.
4. The representative who handled our concern was courteous and pleasant. I was the one who explained to her the error that kept popping up in my aunt's tablet. She immediately recognized the problem, a corrupted software, to be exact a corrupt Android software. She explained to us that it could have been due to the upgrade of the Android system or because we may have downloaded a software from the store and something happened along the way that it caused the corruption of the whole system.
5. Three days, after three days we can get the tablet. I think that's fast enough for me. They told me that they will either text or call my aunt to pick-up the tablet. I went there on the third day even before they could send a message that it was ready for pick up. My aunt gave me her authorization letter and ID for me to pick it up, and together with my own government issued ID, and of course the payment, I was able to get her tablet from Samsung Care.
6. I went to Samsung Care SM North to get my Aunt's tablet past their cut-off time but since I need it because my mom is leaving early the next day to give it to my Aunt, I still went inside and asked if they would consider giving me the tablet if it's done. Since I was just a few minutes late, they accommodated me. For me that was really a very good service.
7. The initial person who took time to look if my Aunt's tablet was ready for pick-up did it with ease, they know where to look and they seemed to track everything. It took such a short time for her to locate the tablet. She answered my question and lead me to the right person who's in-charge of releasing the tablet.
8. When I was handed the tablet, the customer representative didn't let me leave until I was able to log in, use the internet, and successfully downloaded an application. They let me access their wifi connection and while waiting he was kind enough to talk to me and answer questions about tablet overheating, etc. It took awhile to download an app but the customer representative didn't act as if I'm wasting his time or anything.
Overall, the Samsung Service at SM North Edsa is impressive. I wouldn't have doubts leaving them my gadget if I have a Samsung. Their customer service is more than what I had expected. Thanks.
Showing posts with label SM North Edsa. Show all posts
Showing posts with label SM North Edsa. Show all posts
Thursday, September 18, 2014
Wednesday, June 18, 2014
Cherry Mobile After Sales Experience at SM North Edsa - Annex
One day, my dad's cellphone of almost one year, Cherry Mobile Flare S100, suddenly overheats, drains the battery and when charged it never reached the 100% like it used to.
We were able to use the phone initially. We noticed the overheating once again. We charged the new battery when it reached the low battery status. Problem again, it wouldn't reach the 100% level. We thought the battery was the one to blame, we thought that the battery I bought was a lemon. So the next day we went to the store where I bought the battery from and they immediately replaced it with a new one. No questions asked.
Same problem. And the warranty was up. I didn't bring it to the Cherry Mobile store because by then I would have to pay for it and wait again for a few weeks before my dad could use it again. So we decided to go to the friendly neighborhood cellphone technician. He told me that the phone was overcharged, and that the flow of the electricity inside the phone was "shorted", that's why it wouldn't charge correctly and drains the battery of every electricity that it has. Consequently even if the cellphone was off, the phone overheats.
After an hour, the cellphone technician was able to lessen the heat coming from the phone but not totally. The charging percent is more accurate now but the upper portion of the phone is still heating up. We paid him P400 for it. The technician told me that he can't do anything about it because if he tries to remove the one that's causing the heat in the upper part of the phone, it was as good as getting rid of the speaker function of the phone. The technician told me that it's in good working condition.
After a day, same problem. Because the phone's still overheats on the upper part of the phone, it still drains the battery's juice so in essence we can't still have a decent working phone. We brought it back to the cellphone technician and left if with him for three days. He then told us that there's no other solution but to replace the motherboard and if someone sold him the same model with a decent motherboard he will text us immediately. We paid for the service that's incomplete.
In the end I bought my dad a new phone. Not a Cherry Mobile brand this time. That's all that I think I can do for him to have a working phone on his hand.
Cherry Mobile Flare S100 is a very nice phone, please don't get me wrong. In fact, my dad still wants his old phone back. So if you have one or if you want one just make sure you don't ever overcharge this phone.
The after sales service of Cherry Mobile indeed needs more improvement.
So here's when it all started, while my dad was charging his phone somebody borrowed his charger. He let my cousin borrow the charger because they have the same phone Cherry Mobile Flare S100 and it was kind of an emergency situation. When my cousin returned the charger, he resumed charging his phone. After awhile, he noticed that the phone overheated which never happened before. He disregarded it because he was monitoring the phone and waiting for it to reach 100%. By the way, my dad is 70+ years old so he is quite careful with things and he is a neat freak. He wanted his phone to say that it is fully charged before unplugging it. I told him to unplug it after a few hours of waiting because the phone is abnormally hot and I don't think it will ever reach the 100%. It was 97% for almost an hour and it was time for bed. The next day, the phone was dead.
Since the warranty of Cherry Mobile Flare S100 is almost up (like a month remaining), I immediately went to the Cherry Mobile Service Center located at SM North Edsa - Annex. I wanted to be there very early in the morning because I know for a fact that the line could be very long and that it may take awhile for my turn. I could say that I am a very patient person, had my training during my college days, so it was not supposed to be a big deal but it was weekend and time was supposed to be quality time for my son that's why I brought him with me to the Cherry Mobile Service Center as early as possible. Got a number, it was "9". It took me around 30 minutes to be called.
My experience while talking to the customer service representative was just so, so. I have the impression that they're like robots or just order takers. I wouldn't consider them technically savvy with phones. The customer representative of Cherry Mobile asked what's the problem and then told me to wait for their technician to take a look at the phone. I told her that the phone wouldn't turn on and I don't know if the culprit was the phone or the battery. She came back and told me that the problem was the cell phone and not the battery (although she told me the battery was 3%) and that it wouldn't turn on. She asked if I would be willing to have them repair/take a look at the unit and asked me to follow it up after three weeks, they would also send an SMS if they phone is ready for pick-up. The customer service representative said they would have to send it to some place to have it fixed and most likely the information like your photos, contacts, etc will be erased.
After a few weeks, I called their mobile hotline since it was next to impossible to reach their landline number. They informed me that it's ready for pick up. I immediately went to Cherry Mobile Service Center to get the unit. I submitted the Job Order form for them to locate the Cherry Mobile Flare and I was given a newly formatted cellphone. Of course we weren't able to charge the battery since we don't have the unit to charge it with so they charge the phone over there. I should say that the charging took quite a relatively long time. The phone turned on and I was just happy that it's now working. Got home and gave it to my dad. We charged the phone, the next day... Bam! The phone is dead again and won't turn on. My dad was not in our house for the weekend so we communicated via my cousin's phone (the one that originally borrowed my dad's phone). They exchanged batteries and my dad's phone would turn on. So we came to the conclusion that maybe the problem now was the battery. The warranty of my dad's Cherry Mobile Flare was up at that time so what I did was look for a new battery. I looked almost every Cherry Mobile stores, service center scattered at SM North but there's not one available. The Cherry Mobile sales person told me in their SM North Edsa branch that it would cost P400 to buy it from them. I have no choice but to buy it from other stores which cost me PhP500 in the hope that my dad would be able to use ASAP.
We were able to use the phone initially. We noticed the overheating once again. We charged the new battery when it reached the low battery status. Problem again, it wouldn't reach the 100% level. We thought the battery was the one to blame, we thought that the battery I bought was a lemon. So the next day we went to the store where I bought the battery from and they immediately replaced it with a new one. No questions asked.
Same problem. And the warranty was up. I didn't bring it to the Cherry Mobile store because by then I would have to pay for it and wait again for a few weeks before my dad could use it again. So we decided to go to the friendly neighborhood cellphone technician. He told me that the phone was overcharged, and that the flow of the electricity inside the phone was "shorted", that's why it wouldn't charge correctly and drains the battery of every electricity that it has. Consequently even if the cellphone was off, the phone overheats.
After an hour, the cellphone technician was able to lessen the heat coming from the phone but not totally. The charging percent is more accurate now but the upper portion of the phone is still heating up. We paid him P400 for it. The technician told me that he can't do anything about it because if he tries to remove the one that's causing the heat in the upper part of the phone, it was as good as getting rid of the speaker function of the phone. The technician told me that it's in good working condition.
After a day, same problem. Because the phone's still overheats on the upper part of the phone, it still drains the battery's juice so in essence we can't still have a decent working phone. We brought it back to the cellphone technician and left if with him for three days. He then told us that there's no other solution but to replace the motherboard and if someone sold him the same model with a decent motherboard he will text us immediately. We paid for the service that's incomplete.
In the end I bought my dad a new phone. Not a Cherry Mobile brand this time. That's all that I think I can do for him to have a working phone on his hand.
Cherry Mobile Flare S100 is a very nice phone, please don't get me wrong. In fact, my dad still wants his old phone back. So if you have one or if you want one just make sure you don't ever overcharge this phone.
The after sales service of Cherry Mobile indeed needs more improvement.
LESSONS LEARNED:
LESSON 1: Never let anyone borrow your Cherry Mobile charger! Just kidding! If somebody borrows your charger while you are charging your phone, let them borrow it, but wait again for your phone to indicate that you need charging before you plug it again.
LESSON 2: Don't overcharge your gadget. Monitor the time it usually takes for your gadget to reach its full capacity.
LESSON 3: Go to a Cherry Mobile Service Center the earliest possible time or near closing time. I've also noticed fewer clients are waiting near mall closing time. If you don't have any choice, get the number and then do your other shopping/errands near the area while monitoring if it's almost your turn. Waiting will definitely eat your time. Be prepared to wait more than expected. The number of customer service representatives will not adjust to the number of clients requiring assistance.
LESSON 4: Make sure that you have a back-up phone or that you're ready to not have a phone for almost a month.
LESSON 5: Copy important files or back-up your data using cloud services, etc. to make sure that you won't lose pertinent information.
LESSON 6: Make sure that you check and confirm if the battery is really the problem. Ask someone who knows how to check if the battery is really dead and if it is better to replace it before buying a new one.
LESSON 7: Make sure that when you go to the Cherry Mobile Service Center you tell them what your experiences are with the phone and don't accept it if they still hasn't solve the problem. During diagnosis, don't just accept what the Customer Sales Representative writes on your job order if it's incomplete. Have them write down the complete problem you are experiencing. I am not at all impressed with their diagnostic testing and the way that they handled my phone. They should be the experts, right?
LESSON 6: Make sure that you check and confirm if the battery is really the problem. Ask someone who knows how to check if the battery is really dead and if it is better to replace it before buying a new one.
LESSON 7: Make sure that when you go to the Cherry Mobile Service Center you tell them what your experiences are with the phone and don't accept it if they still hasn't solve the problem. During diagnosis, don't just accept what the Customer Sales Representative writes on your job order if it's incomplete. Have them write down the complete problem you are experiencing. I am not at all impressed with their diagnostic testing and the way that they handled my phone. They should be the experts, right?
LESSON 8: Make sure that when you go to any cellphone technician you're definite with what you want so he won't give it back to you with a so-so repair. Look for a cellphone technician that has a "no fix, no pay" policy.
Monday, November 25, 2013
Renewing Driver's License at SM North Edsa (Updated)
My friend renewed her driver's license at SM North Edsa and this time without the drug test. I renewed mine last March and posted the steps last April (click here) but this was before the drug test was taken out of the process. It took her less than an hour to renew her license probably because she went there early.
Here's the updated steps in renewing driver's license at SM North Edsa LTO Satellite Office:
1. Present old license at Window 2 and get a form from the Medical table.
2. Submit the form Pay the Medical fee (PhP 100). A staff will give you a number and the receipt for the Medical Fee
3. While waiting for your number to be called, fill out the form Medical Certificate for Driver's License
4. Your number will be called for your medical test: vision and hearing acuity
5. While waiting for your name to be called, fill out Driver's License Application form
6. You will be called for your electronic signature and for picture taking/capturing (Window 1).
7. You will be called again for payment of driver's license fee (Cashier)
8. At this point you will wait again for the release of your Driver's License and Official Receipt.
Some things to take note of (some are taken from my previous article entitled "8 Steps in Renewing your Driver's License at SM North Edsa")
* Medical exam part - The personnel will check on your weight; have you look at a monitor, with some distance, and read some letter or numbers interchangeably covering your left eye or right eye and ask you a few questions.
* Bring your own pen.
* Wear something with collar and make yourself presentable.
* Priority is given to Senior Citizens, PWDs
* If SM North Edsa Satellite Office is offline, go to another LTO Renewal Center especially if your license is near expiry to prevent penalties or re-applying and re-doing all the tests...
Please see latest update in Comments Section by Mr. Rey Nocum. Thank Sir.
Will re-post/update this next year when I renew again my license.
Here's the updated steps in renewing driver's license at SM North Edsa LTO Satellite Office:
1. Present old license at Window 2 and get a form from the Medical table.
2. Submit the form Pay the Medical fee (PhP 100). A staff will give you a number and the receipt for the Medical Fee
3. While waiting for your number to be called, fill out the form Medical Certificate for Driver's License
4. Your number will be called for your medical test: vision and hearing acuity
5. While waiting for your name to be called, fill out Driver's License Application form
6. You will be called for your electronic signature and for picture taking/capturing (Window 1).
7. You will be called again for payment of driver's license fee (Cashier)
8. At this point you will wait again for the release of your Driver's License and Official Receipt.
Some things to take note of (some are taken from my previous article entitled "8 Steps in Renewing your Driver's License at SM North Edsa")
* Medical exam part - The personnel will check on your weight; have you look at a monitor, with some distance, and read some letter or numbers interchangeably covering your left eye or right eye and ask you a few questions.
* Bring your own pen.
* Wear something with collar and make yourself presentable.
* Priority is given to Senior Citizens, PWDs
* If SM North Edsa Satellite Office is offline, go to another LTO Renewal Center especially if your license is near expiry to prevent penalties or re-applying and re-doing all the tests...
Please see latest update in Comments Section by Mr. Rey Nocum. Thank Sir.
Will re-post/update this next year when I renew again my license.
Friday, April 19, 2013
8 Steps in Renewing your Driver's License at SM North Edsa
I just renewed my driver's license last March at SM North Edsa located at the G/F Northlink Building. My license has expired two years ago (almost!) that I decided to renew it before I would have to go through all the process again of taking the exam and doing the actual driving.
Before getting your driver's license, you have to undergo a drug test and medical exam at ATMA JAYA Drug Testing Center which is beside the LTO Driver's Renewal Center..
The following are the steps that I went through in getting my driver's license.
1. Fill-in forms for drug testing/medical. Make sure you fill-in all blanks with check marks on it. There are several pages, check all the pages so you wouldn't have to be called again just to fill-in something you forgot. The forms are attached to the clipboard with a pen. You will be asked to attach your expired license with the forms. Submit the forms and wait for your name to be called. You will be called to pay the amount of 450 (inclusive of drug test and medical exam). You will then be asked to wait for your name to be called again.
2. You will be called again for your picture to be taken and for recording of some information into their system. After that they will ask you to wait again.
3. I noticed that at this point, they will either ask you for your urine or do the medical exam part.
Here's a link to the updated Renewal of Driver's License at SM North Edsa.
Before getting your driver's license, you have to undergo a drug test and medical exam at ATMA JAYA Drug Testing Center which is beside the LTO Driver's Renewal Center..
The following are the steps that I went through in getting my driver's license.
1. Fill-in forms for drug testing/medical. Make sure you fill-in all blanks with check marks on it. There are several pages, check all the pages so you wouldn't have to be called again just to fill-in something you forgot. The forms are attached to the clipboard with a pen. You will be asked to attach your expired license with the forms. Submit the forms and wait for your name to be called. You will be called to pay the amount of 450 (inclusive of drug test and medical exam). You will then be asked to wait for your name to be called again.
2. You will be called again for your picture to be taken and for recording of some information into their system. After that they will ask you to wait again.
3. I noticed that at this point, they will either ask you for your urine or do the medical exam part.
- Medical exam part - The personnel will ask you to sign a form; then check on your weight; have you look at a monitor, with some distance, and read some letter or numbers interchangeably covering your left eye or right eye and ask you a few questions.
- Drug test part - The personnel will ask you to sign 3 strips of masking tape beside the personnel's signature. One strip will be attached to a container where you are supposed to put your urine. If you are not ready to urinate, you can buy water there.
4. It depends on whichever comes first, your name will be called again either for the Medical Certificate and/or the result of your drug test. After that, you can proceed to LTO Driver's Renewal Center.
5. Fill-in forms for renewal of license. You have to use your own pen here. They don't provide pens for signing their forms. Submit the form to the personnel with your Medical Certificate, receipt of Medical Exam and results of the drug test.
6. You will be called for the picture taking. I suggest you wear something with collar and make yourself presentable, it's your driver's license anyway.
7. You will be asked to pay the applicable fees. Mine is Non-Pro = PhP567.63 [License Fee = 350, Penalty = 150 (75 per year), and Computer Fee = 67.63).
8. Lastly, you will be called again for the release of your New Driver's License.
Of note:
- The drug test/medical exam takes more time than the actual renewal of license.
- Bring your own pen so that you don't have to borrow from ATMA JAYA Drug Testing.
- Wear something with collar or make yourself presentable for the picture taking.
- ATMA JAYA Drug Testing is open on Saturdays but the LTO Driver's Renewal Center is open only from Monday to Friday.
- Bring extra money if you need to buy water or if you need to have your lunch there.
Note: No more drug testing is required for license renewal.
Here's a link to the updated Renewal of Driver's License at SM North Edsa.
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