I’m sure everyone has had their share of computer store nightmares. I know I do. Here’s a couple of stories sent to me by a reader about his experience with Octagon Computer SuperStore.
Just like most PC retail stores situated in the malls, these storefronts are primary there to drive sales. The after-sales support, well that’s another thing altogether. Runel from Cagayan de Oro shares his story:
I bought a PC from them (Octagon Cagayan de Oro) last February and it runs good but then five months after the PC was slowly have problems. It came to the point where in the PC no longer boot. So I brought it to their store and and they run some test. After that they said that I have to used a power supply with bigger wattage and so I did bought one. The next day, the PC is back again which would not boot so again I brought to their store. This time they said they will test my Graphics Card and then they said it may be the cause of the problem. While I am not contended on what they say, I looked for ways to test it with my own. I bought another Graphics card to test it. But still the problem was never resolve. Finally they said, they will ship the motherboard to Manila to replace it as they say.
From the time of the problem till the time they said they will ship it to their main office was almost a month. And so, I let them brought the motherboard to their main office to replace it. They said they will call me if it will arrive. They haven’t gave me any service PC. One month and half later, the package arrived. When I got there they said that they have to send it back to Manila because the box is correct with the wrong Motherboard model. I was really pissed at that time. That was really a negligence of those whoever packed that box. Till Now they haven’t gave me back my motherboard. What a shame on them, a big company with a zero customer service attitude.
Here’s another story by a foreigner who bought a PC for his Filipina wife at Octagon Computer in Ozamis City.
I could understand that the PC retail industry in the Philippines is a cut-throat business and one way of streamlining their customer support is to centralize it. But, if all provincial branches have to send every defective parts to Manila to be serviced or repaired, then there is something wrong somewhere along the service chain. I will not be surprised if other larger PC chains are doing the same.
One technician from a PC store here in MOA once told me that a lot of distributors and suppliers have become stricter in implementing stock warranties that it becomes counter-productive and practically anti-customer service.
I would suggest to Runel that he send a letter to the management of Octagon asking for an explanation on how or why this kind of service policies are observed in their branches. The other advise, and this is generally what I usually do and tell others, is to charge it to experience and never come back.
What about you guys? Any similar experiences you wanna share?
[tags]octagon computer store, octagon superstore[/tags]
hi guys… i think the staff in Octagon have not undergone proper training… that’s why they can not troubleshoot any pc problems…. because 1 time we bought a webcam at Octagon Pavilion Mall, i cannot install here at home, but when we brought it there, they installed it properly. but when i asked them what’s the problem why i cannot install it at home they cannot answer me back… then i asked them if it could be a conflict in the other peripherals i use… i jokes if the mouse conflicts it… the staff then asked the guard, “nag-coconflict ba yun? may connection ba sa mouse yun?”. in my mind i just laughed… because they don’t really know what’s going on with the pc system…
just sharing my experience…
Hi thanks for sharing your comment
We are sorry to inform you that Octagon computer super store is not an authorized service center or a computer repair store even though we at octagon are doing are best to train our staff and admit that most of our staff are all sales personnel and been given Basic Computer Troubleshooting. That’s why we inform our branches that if they don’t know the coz of the problem they will call the Head Office Service Department and we strongly recommend that if they encounter any problem with their client PC its better to leave their unit in the store and have it sent to the Head Office Service Department for Proper Check up. Same as other retail store are doing specially like SM Appliances they usually recommend their buyer in case of problem you my bring your unit to any authorized service center.
punta nlng kau d2 realitylapse.com!
cge cge magpunta ka mag isa mo……………….. ahhahahhah ^_^
d2 sa realitylapse.com punta kau d2
I wish to buy a laptop in octagon. However because of the complain of the past customers, I lost my confidence in buying in their store. Where can I buy laptop with after sales services?
Friendly advice:
Before you buy a Gadget or a Computer or a PC Parts.. make a simple review of the product.
Don’t ask the Sales person in the store.
Walang matinong sasagot yun. =))
@TPC well sa ka2lad mo cguro di mu n kailangan ng sales person kc nareview mu n ei di b?…pro pra sa sbhin ko sau..hindi lhat ng reviews na makukuha mo on net is fair at exactly same ang expect sa bibilhin mo…tpus by the time n nabili mu na bglang me kulang pla na expected mu ay mron din cia nun…alam mu hwag mu lahatin ang mga sales person hindi lang bsta damit ang binibenta nyan n kpag fit na sau ay ok lang..dumadaan ang iba dyan sa training at seminars which is mas maigeng naipapaliwanag sa knila ung mga specs, and maintenance..compairing sa mga nababasa mu lng…at bkit ikw b? naireview mu b kng paanu magdiagnose ng pc without using cd or anything to check kng me prob…un lang ang pagkakaiba nmin sa inyo n wala sa reviews mu…
[...] Weird customer service policy at Octagon Computer | YugaTech | Philippines, Technology News & Re… I’m sure everyone has had their share of computer store nightmares. I know I do. Here’s a couple of stories sent to me by a reader about his experience with [...]
lahat naman ng store may kanya kanya naging problema.. may kanya kanyang experience ang mga customer na same ng ganito.. nataon lang na eto e naka post..
Is there a way we can make the stores to replace defective products with brand new ones? Within the warranty period, or course.
I bought a defective hard drive in Octagon (it was a different name back then) and they replaced with with an old refurbished one. I was so dismayed by it that I never bought anything again in their store even if they change their name 8 years ago. Maybe they’ve gotten better now, but I have no reason to go back there when there are other stores selling the same thing.
hi!
..octagon’s what you call technicians ARE NOT really technicians..they are only sales assistant whom responsible only for sales..
..sales assistant is different from sales-tehnician.. although there are sales assistants that are with knowledge with technical aspects, they are still only concerned with sales and with lack of information on technical aspects..
..im a sales-tech in a computer store and responsible for not only in sales assisting but also in knowledge with techncal aspects such as computer troubleshooting..i fully explain to customers about computer that they are looking for..i demonstrate clearly to them the features of the product and provide them good customer service..
im from asianic-computers southmall branch.:)
You’re so ignorant Carlos, nakakasuka, hehhehehe hahahahha, haven’t you read the previous comments, specially from mr. R.?
OCTAGON COMPUTER SUPERSTORE is NOT an authorized service center or a computer repair shop. Most of the staff are sales personnel and that they’re only given basic computer troubleshooting.
Tama ka, they are not technicians. Hindi sila “mukhang perang technicians” na katulad mo, that are installing pirated software to clients (para magkapera) without informing them that their unit’s operating system or office is not Genuine/License.
WE ARE SALES PERSONNELS, who address client’s inquiries and concerns up to the best that we can.
Maraming salamat po, and carlos? wala na ba kayong benta diyan?….. Desperado ka na kasi eh…. hahahhaha, if you wanted to advertise your COMPANY, or if you wanted to uplift yourself, you’re free to have it done here. hhahhahahahha
vancdo2
Hi,
Just want to insert a good word about Octagon here, because of my earlier experience in Octagon Parksquare.
I bought a computer mouse yesterday in Octagon for about P300. Problem was, the left-click was broken. So I hoped that I will be able to return it and they will replace it.
When I went there, it was a very hassle-free experience. They first tested the mouse and when they found out the problem, they didn’t ask any more hassling questions. They even asked me if I want to replace it with the same brand or another brand (which was what I really wanted, since I want to go for a more trusted brand).
I was very happy because all the best-case scenarios I had in mind happened.
Thanks Octagon
i have a nightmare at same store OCTAGON OZAMIZ, i bought a laptop and 2months later i asked them to have some test with my battery since it was not functioning well. tiningnan nila saka inusisa yung unit, then when they get back to me they said void ang warranty kasi tampered daw ang sticker… they know very well that the cover of hdd was not tightly screwed making the sticker as if cracked… tapos 3months pa bago binalik ni walang extension ng warranty that was so lame… ako pa naperwisyo sa unit 9m0nths lang warranty nakuha ko ang pangit ng serbisyo ng octagon kaya wag nalang kau bumili dun… isa pa yung personnel mabuti lang pag bibili ka pero pag nagkaproblema ka na sa unit saka ka dededmahin at sisimangutan at ang dami agad rason…