I was fuming mad then I was happy and glad. I bought my IPAQ PDA phone in 2005. Barely using it for 3 months, I had to send it to the service centre. It was the first generation PDA phone with a huge black antenna.
That unit was so unstable. At first I was told that it was the software installation problem and was promptly upgraded. Not long after that I had to send it in again and paid RM400 to replace the motherboard.
The worst thing is after replacing the motherboard, it went berserk again. So, out of desperation I launched an online complaint on the HP website. A few days later a customer service personnel called up.
She told me that she will propose to the company to replace my unit and upgrade it to a latest model as a goodwill gesture. But weeks later I did not hear from her again. Then, I was asked to fill up a service feedback form via email. Naturally, I gave them my piece of mind.
A day before Valentine's day, she called up and told me the good news that my unit is ready to be picked up. I was elated. It is a nice and sophisticated RW model. Compact and slick. I have to pay RM217 for the upgrade but it is still worth it.
This is professionalism. They made a mistake of selling me a faulty unit and they owned up to it. How many of us are willing to do the same?