Weird customer service policy at Octagon Computer

I’ve had my share of problems with Octagon, if I remember correctly they were named Columbia o.O. The trouble was getting warranty for my wireless desktop (keyboard and mouse) but it got resolved after a month of constantly pestering them and a passive threat of a complaint to DTI. XD

The lesson:
Stick to suppliers that have great customer support like Villman, and PCXpress. I’ve heard problems with PCX from my friends though. Personally I haven’t had enough problems with them even if I am a warranty whore.

and to think Octagon’s computers and peripheral prices are way too expensive..

so, better buy PC from popular pc store….. wag na lang po kayong bumili ng pc sa octagon baka magiging octopus pa yang pc niyo.

it’s like a scam. they may have setup that kind of process intentionally. delaying tactics. most of the customers tend to back off when they learn that it would take time to fix their PC’s. they will just try to find another service/shop that could probably help instead. in this case, it’s less work for Octagon.

Any problems with Electroworld?

I buy peripherals from them, all of them worked well so no need to approach for warranty. My entire Electroworld experience is still okay. They have friendly staff.

If a customer is not satisfied with the product at the same time if the after service is very poor, he can return the product and demand for a refund.

I’ve dropped by Octagon some long long time ago. Probably 6 months ago. Yup, Runel does have some crunch on his stories and our stories.

I live in Cagayan de Oro, bought my PC from EMCOR. I’ had my own share of problems as he did, so I brought my PC to EMCOR, had them service it as it says in their warranty, SO they did. It was a week, probably because we had to wait for the technician. Vhoalla, good as new. Then, the graphics card came to be crappy, brought it again to emcor, they said they needed to replace it. It only took another week. But there you have it, good as new!

Any ideas?

OCTAGON SHOULD REPLACE THEIR NAME IF THEY WISH TO CONTINUE THEIR SO CALLED BRANDED NAME IN INDUSTRY. Customers are always right, especially because we pay to do so.

Funny you would ask that, Yuga. :)

I bought a complete desktop set a month ago from MicroValley (an Octagon subsidiary in Nueva Ecija). They only have a seven-day return and replacement warranty, and a six-month service warranty. No worries, I said, I could keep my PC in tiptop shape (our older desktop lasted for three-plus years before dying).

About two weeks ago, the AOC 19″ wide LCD monitor started showing blurry screens. It wasn’t a connector problem or anything I could isolate, so I decided to visit the store. They said they had to return the unit to the supplier (AOC daw, but that’s the “manufacturer”, right?) in Metro Manila. They also said that it would take a month for the repairs. So I asked if they could provide a service unit in the meantime. They said they don’t do that, and they have never done that, and that vendors *do not* do that.

Okay, that was when I started to lose my cool. I’ve been in IT long enough to know that it’s standard policy to provide a service unit when the store- or vendor-bought unit is out for repairs. Heck, cellphone vendors also do that now.

Short story: I promised — in the strongest possible terms — not to come back and warned other shoppers in the store as well. I should have bought a unit from http://qube.com.ph/ instead. :P

I once bought a SODIMM from Octagon Park Square and had to return it coz it doesn’t work. The sales man told me they have a No RETURN policy only exchange. It’s against the law , I told the poor man and he insists so I was forced to ask for their manager. The manager told me I can get my money back but in the form of check. I insist they give the amount to me in cash because I paid by cash. After around 30 minutes of argument, the manager then filled up a cash voucher and gave me my money. No Return No Exchange is against the Philippine law and these stores should learn their lesson.

the octagon superstore are not weird!!

nagpareformat ako ng pc sa octagon san jose, nueva ecija kamahal ng bayad 500 pirated pa! tapos napaka tanga pa ng mga staff dun lalo na ung manager nila, di marunong makipag usap sa kostumer ewan ko ba kung baket naging manager un eh mukang wala namang pinag aralan!!! di na nga ako bumibili dun eh tsaka nagpapa repair, side line lang pala nila un as in bawal gawin sa store pero ginagawa nila para magka pera!!! after how many days ibabalik mo na naman kc sira na naman!!!!! huuuuuu ka asar talaga kayayabang pa!!!!!

I agree with all of you,

I have this client, he bought this Hp Desktop and it seems naman na its all running well… then nung inisntallan namin nx XP NAKU!! wala ung mga drivers, then i asked him kung saan ung mga cd drivers nya sabi sakin walang binigay!!! NAKUU ANO BA NAMAN YAN!!! box lang daw at ung manual ng hp!!! NAKUUU!!! sabi ko dapat pag binili ung set lahat ng kahon ibibigay bg OCTAGON!!! BAKIT GANUN WALA KULANGKULANG!! ANU UN COST CUTTING!!!!!

KAYA I TRUST PC EXPRESS!! sigurado ka pag nasira papalitan nila, take it from me bun ako anbili!! mura pa!!!

Para po sa mga branded computers hindi po tlaga kasama ang recovery cds and drivers…Kahit magtanong po kyo sa mismong supplier ng HP..Download nyo n lng po yung mga drivers kung nagpareformat kyo..Dapat bago nyo gamitin ang branded computer na binili nyo eh dapat nagback-up or recovery disk muna po kyo…ganun po tlaga ang HP.. ^_^

Bka naman po sinusungitan mo yung cashier..hehehe

That’s why I didn’t buy my lappy in the Philippines..dito ko na sa singapore binili. Aside sa mura (got the latest thinkpad model for only 73k), mura din ung mga PC accessories. At kung may problem ka sa pamimili, aasikasuhin ka nila. Sa Pinas kasi, I noticed, not only are they selling quasi-new models (akala mo bago pero pag tiningnan mo yung specs 1-2 years ago na pala yung PC), sobrang mahal pa ng patong nila.

If I were you, if you have relatives outside the country, especially sa states, dun kayo magpabili. Not only fully customizable yung PCs and notebooks na mabibili niyo, sobrang laki pa ng matitipid niyo. :D

i’m from naga city.may octagon branch dito, ang mga staff nila matataray, kaya di na ako bumibili sa store nila

Hello peeps!

Ganun talga mga computer shops na yan!

Buti na lang I know a good shop who really understand what the customer wants.

Please try nyo po ang PC Chain. I bought a lot of stuff there and what do i get? very good service.

Friendly, professional and really customer service oriented personnel.

Nice computer store.

Why dont you guys shop at Interpace? Michael Sia, the manager, will be more than happy to welcome you. Best service guaranteed!

-roy

hay naku, thanks sa mga comments sa OCTAGON!!!! Balak ko pa namang bumili ng OS dun orig syempre!!!! Balik na lang ako sa PCXpress, ganda ng service dun, kahit closing time na very attended ka nila… PCXpress na ku…..Free ads na ‘to…!!!! he, he, he….

Thanks sa comments nyo guys! I am saving pa naman to buy an new Toshiba Laptop sa Octagon Festival Mall. Baka sa ibang computer store na lang.

I don’t have bad experience with Octagon. Because I don’t buy from them. Their items are hilariously overpriced. There are cheaper stores with excellent after-sales support (i.e. warranty, RMA).

To name two of these stores:
– RSUN Computers (http://www.rsun.com.ph)
– PC Express (http://www.pcx.com.ph)

With regards to claiming warranty, sometimes it’s in the manufacturer’s side. I for example returned a Palit (www.palit.biz) video card. It’s almost two months now (as of this post) and I haven’t got the replacement nor the repaired unit yet.

Don’t double the headache, I will not buy Palit products again. Hands down!

hay naku pati mismo ang admin policy nila hindi maganda. kaw ba nman regular na tpos wla pa rin mga benifits like vacation leave,13th month pay, ETC…. DOLE INVESTIGATE THIS COMPANY…..

Ei, hindi lang naman mga staff yata ang may masamang ugali pati rin mga customer. Once, I bought at octagon, may nakita akong customer over react dahil hindi nabigyan ng tawad sa speaker. Hello?!divisoria ba ito? galit na galit ang lola mo nang lumabas sa store. syempre ganoon naman talaga ang price noon dahil sa pagkakaalam ko HINDI IMATATION ang mga tinda nila. Sana naman isipin din natin na kung tayo ang nasa lugar nila…

We bought an Acer PC at Octagon last year. Sadly, the PC went haywire just half a year into its operational life. We brought it there, but it was beyond repair. They already brought it to Acer Philippines for repair , but to no avail. Neither Octagon nor Acer Philippines could fix it. We demanded a replacement, and they replaced the whole PC system a week after we sent the letter demanding a replacement. At least they were kind enough to replace our unit.

Well here’s mine:

I bought a CQ40-107AU laptop in Octagon Cagayan de Oro City, Velez Branch. I went to the said branch to replace my unit and this is what happened:

Laptop Problem:
1. Overheating
* 50+ celsius (I’m not doing anything)
* 60+ celcius (Running basic application. ex. word, movie player)
* 70+ – 80 (Playing Games or Running Adobe Photoshop or Video Recoding)

Octagon Employees Problem:
1. Hesitate to replace the unit
2. Underestimate customer
3. Lack of respect to the customer (the head technician said ” you better ask a letter from HP that this unit is defective”. He’s asking me to do his job.)
4. Lack of training or updates. (The head technician(the fat one) and the rest don’t know how to determine the Temperature of the unit. I was the one who provide the software to prove that the unit is overheating)
5. “Not Reliable” and “Gives False Information”. The Sales clerk or I think she is the OIC or she is the cashier. Gives false information. She said she ask HP about the the problem and HP answered: it’s because of the Speedfan software that I installed. I know that she is lying because she dont know speedfan when i ask her and I know she did not contact HP simply because HP cannot asnwer your call right away. She and the head technician already gives assumption without taking a look at the software. “I DID NOT CONFIGURE THE SOFTWARE, I JUST INSTALLED IT FOR CORE TEMP MONITORING.”
6. Very good because the cashier or the OIC was very particular about software piracy but, there actually using a pirated movie and software as i found out when they watch a movie and try out some software.

My descision:
Instead of a Replacement it ends up a full refund because of a poor and disrespectfull customer service. The refund will take 2 weeks daw. Is this really their policy or another bullsh*t?

Company Request or Suggestion:
1. Train your employees well to restpect all kinds of customer.( Specially if they can’t get a “Tip”, a “sideline” to customers)
2. Do some advancement and technology update seminar.
3. If you know and discover something about your product, inform all your branches.