After Sales Service at F@st Clique

You have most probably seen him commenting here or perhaps you are one of his friends on the various profiles which Facebook eventually blocked. Today, the famous Tushal will be our guest writer and he will be ranting at one of his purchases. Before starting with the article, I just wanted to add the following to this article:

Les Malheurs de Tushal

So, let’s go before he starts to kick me!

After Sales Service at F@st Clique

Many among us have bought items from shops and despite being under waranty, we prefered to throw them in the bin knowing the amount of hassle we will need to undergo to get the product repaired or replaced or refund. The big question:

Why is it that many shops offer a crap after sales service?

My story is simple :
On 26th November 2009, I bought a graphic card (9500GT 512MB) at  Rs2,600, which was covered by a 1-year warranty, at least, that was written on the receipt. After a few months, the graphic card started to show overheating signs but since I was on a tight schedule, I didn’t drop the card. However, I managed to go to one of the outlets of “F@st Clique” on 23rd November 2010 (Still under warranty period). In return, I was loaned another graphic card. To be honest, a crappy card.

Today we are nearly at the end of the month of May 2011 and I am still waiting for my card. At first, I was told that I will get my card repaired in 1 week time, but the 1 week never came. I’ve spent more money in travelling back and forth the computer hardware store than the actual price of the card. I even sent a “notice” to the Managing Director of that hardware store giving him till March 2011 to either replace the card or refund me.

But still, I was told to wait. One of the excuses from the Managing Director is that I didn’t inform him of my trouble. He insisted that I should had text or phone him on the hotline to inform him of my issues.

  • But Sir, then what is the use of having different hardware store outlets around the country?
  • Why don’t you just close them and do your business by hotline?

I dropped that card at one of its outlets almost 6 months ago.

Sir, I bought a graphic card.

NOT WAITING FOR A CHILD TO BE DELIVERED!

Some of the messages exchanged between Tushal and the Director :

  • “Already told you. . am lending you one. I won’t refund.coz you used the card nearly full 1yr.you can take a card today itself at any of our outlets. I am fixing your 9500gt.””
  • We never received a single complaint. We also selling graphic cards with 2yrs waranty now.
  • U bought for Rs 3,000 but even though some companies bought for millions, I treat all customers the same.”

My advice to my dear friend Tushal :

Play Solitaire or Mario Bros, no need for any high performance cards, that will save you money and a lot of time too 🙂

Any feedback or personal experiences to share with us? About F@st Clique, or any other shop. Feel free, and please don’t write the full company name for God’s sake!

wow. Did I just mention God? 😛

Img src : http://www.guru3d.com/article/geforce-9500-gt-review/

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  • Slow Click… 🙂

    The most interesting question would be – how do your “repair” a card?

  • yurit0s

    C@sh & c@rry aussi pareil.
    Zot net vander. NO AFTER SALES.

  • @carrotmadman6: In this case I guess he will replace the fan of the graphics card since it has been written in the invoice that the fan of the graphic card is broken. 🙂

    Well what could be done is to replace the card with another 9500GT so that Tushal does not have to wait much…

  • Inf

    “[…] I am fixing your 9500gt.” -> LOL! Seriously, “fixing”? How? Re-soldering chips and cooling heatsinks?

    Btw, if that’s the shop I’m thinking of – one which offers “better” prices, I have a story to tell too.

    I went to the La Tour Koenig branch to get a 500w power supply, RAM modules and a computer case.

    The guy shows me a power supply, which is literally, a PSU put in a PSU box. No plastic wrap, no seal, no manual, no additional cables. He told me it is new, and they got rid for the rest “for testing”. Right.

    The RAM package was opened. When asked why, he again told me “we test all our products”. Fine. I bought it without a second check. It was DDR1 when I needed DDR2.

    As for the casing, I asked for one on their price-list. They told me it’s not available at La Tour Koenig and the guy called the Beau Bassin branch on Skype. Dude there informs me the case is available. I head to Beau Bassin, the case is in fact NOT available, but another pricier one is.

    Again, if it is indeed THAT particular shop, do not trust their price-list. Most of the products there are not available. What’s the point of having a long price list when most parts are not available?

    Anyway, @Tushal, hope you will get your baby… err card, soon.

  • T0rped0

    @Yashvin:

    “Feel free, and please don’t write the full company name”

    Isn’t that a paradox in the same sentence: be free (to do everything you want, presumably), but don’t do just that… 🙂 Couma-dire mo ti-camwad invisible ki content dire moi: dire zott tou pas dire personne.

    Bugger me if I’m wrong: it is a FACT that Tushal’s card was bought from FastClick, it is a FACT that the card was not performing to Tushal’s satisfaction, and it is a FACT that the owner of the company is buying time by loaning out a low-spec instead of squarely replacing a genuine, full-spec 512MB 9500GT. It is also a fact that most small IT companies are like this example, speaking from personal experience with bits and pieces of almost any kind of hardware imaginable: burnt sound/videocards/keyboards, hissing speakers, defective mouse, burnt LED’s, UPS that won’t recharge etc. I always ended up at ACD, and that guy, though slow, does many great things for PC users, yep. And I’ve now decided to never repeat this kind of bitter experiences by crossing the border between sanity and folly. More to come later…

  • Kamal

    It will be quite strange to repair a GPU if the chips are overheating or just blown up. Basically it’s not worth it. In the above case, i don’t think it might be the fan that’s not working properly.

    In my own opinion, one thing that most users do not take into consideration is proper cooling in the case. You might have the best enthusiast card available but if you don’t put it in the proper casing, it will overheat and fail earlier than it’s supposed to.

    Anyway, i think that all GPUs come with a 1 year warranty from the manufacturer themselves, so it would have been much easier for them to exchange it for another one…

    Cheers
    Kamal

  • @T0rped0: lol.

    I think that it is obvious that I meant “Feel free to share any experience…”. Pas facile r toi la T0rped0 😛
    Cheers.

  • jp

    @Kamal: agree with the casing issue, add to that a good PSU

  • slayer

    What!!! repairing a graphic card fan, that will be like breaking lol it more. I’m an electronic technician and i don’t advice to do this ( well that’s depends upon the company now whether they will accept refund you a new graphic card or the money)the reason why i say not to repair the card is because the manufacturer solder the card or technically called(PCB)lol they use a soldering machine not (soldering iron) so that the parts hold firmly. the company will just desolder the fan and solder it manually with a soldering iron which may deolder and cause short circuit so it would be better if either they refund you a new one or the money. However i bought a 8400 gs ecs 512 mb about one year and still no trouble lol.

  • If you bought your card from jacey computers there is less chance that they would repair it. They would rather replace it with a new one for free if it is under warranty or tell you to buy a new one if warranty period is over.
    No complications, no stress.

    btw, i wrote a small review of jacey computers in your previous post – mauritian online stores.

  • It is now 6 months and 2 days since I left my card.

    @Inf–> Soon baby will be born. 1 or 2 months.

    Actually, I don’t want them to repair it now. I want them to refund me my money since I’m going to buy another card in the next few days. Holidays are approaching and I need a BETTER GPU to play. I’ve waited for 6 months. Enough is enough. It’s either a refund or get sued for breach of contact.

  • To be honest it was about 14 15 month i bought a mini laptop there at F@st Clique and was surprise a week later to received a call from the Boss to get a free hand bag up to now never get problem

  • mercury

    Check out at Mercury Computer Shop in Port Louis (near China Town). It much better and the owner Ah-Fen is a very honest person.. he will even recommend you want to buy according to your requirements.

  • Buying crap makes no sense. Thats why I don’t buy crappy tech products locally….

  • Well, many graphics card are covered by a 2-year, 3-year or even a Double Lifetime Warranty for the XFX 9800GTX (yeah the beast if its time, had to buy a PSU just for that), where when there’s any problem, the retailer ships the card back to the manufacturer for a brand new one in return. And double lifetime means it can happen twice! Of course, conditions apply.

    But once the GPU or memory is fried, how will any reseller repair it themselves???

  • @mercury: I agree. They’re reliable.

  • fastclick

    Tushal,
    here is another side of the story.
    1. I agree that my staff did take time to solve your problem. Just know I have 8 persons working with me and this is why the hotline is 251-1000 made available for any complaints. This was the fault of one of my technicians who kept the card for long and did not take any action. Does a technician represent a whole company?? This is where comes my personal phone number where customers leaves complaints.
    2. You brought the card only 3days before the warranty is over. Did you wait for this exact timing tushal?? Yes…the card is still under warranty. But I did not give you a new one because you used the card for 11 months and 25days.
    3. Replacement with an equivalent 9500GT was also not done because this card was already obsolete. All 9500/9600/9800 GT have been replaced by G210/G220/G240 etc.
    4. In March, I came to know about this issue (Because Mr. Tushal never contacted me on my number (251-1000) which is publicized as hotline in all invoices, memos, billboards, websites, pricelists. He sent a letter to me complaining about this graphic card. I immediately phoned him several times, but he did not reply. Later on when he replied, I was busy with customers in our new flacq outlet.
    5. Some weeks ago, he turned up at Flacq shop to enquire on this matter. I told my staff to give him a new card on loan (either a G210/R4350 or G220, I personally dont remember). But he told me he is already out from Flacq and will turn up at La Tour koenig Shop the next day. I immediately advised my employees there to reserve the card for him. We exchanged some sms where I told him to henceforth liaise directly with me etc.
    6. To be honest, its not the policy of a company to refund with a new card. We do refund new for products like dvdwriters, ram memory etc as there is no trace of dust. However, fans on graphic cards have wearing issues. I promised him to get the fan fixed.

    At Torpedo: How can I buy time?? Tushal forgot to mention that I decided to lend him a boxed new graphic card from the shelf until his 9500GT Fan is replaced. It is not the policy of my company to buy time.

    At inf: Am fixing your card. Inf….fans on graphic cards CAN be replaced!! As for the power supply and RAM memory you bought, yes…they do come in bulk with no box and manual. I can fix an appointment with you (sms me now on 251-1000 and we meet tomorrow. We’ll visit the store and show you how we receive products from distributors. I will also show you a box in which you can stack 50 ram Memories Long Dimm.
    As for the casing, yes….we do have stock problem because of unpredicted sales, mainly during weekends where we have reduced number of staffs, part timers and litle support.

    Tushal, the time and energy you spent in spoiling the reputation of my company….despite we accepted to give you a card on loan….is unscrupulous. You wanted to harm my company…you did it. But you should have told them the truth about this loan.
    Many customers are unhappy and most of the time, we meet sit and talk to solve problems. I am not a cheap guy who will discuss on a Rs3000 issue.
    We already have 4 shops around the island and we never received such complaint from customers. Most of refund policy are straightforward (except for customers who have used the computer part for 362 days…..and then come to ask for refund). Even if I did not give you a new one, I accepted to loan you one…until your card is fixed.

    Tushal>You were given a card on same day on loan. This point also was missing in your complaint. You were given a brand new one (XFX HD4350). If you were unhappy with the card (Crappy as per your comments) you should have bargained with me for its equivalent (HD4650 or even GT220)after seeing we are having difficulty to find a fan for your nearly 1yr used 9500GT . It was an opportunity for you to make a trade in.

    As for my second attempt to get you a better card….you never turned in at our La Tour shop I suppose.

    I assure everybody that Fast Click has affixed customer service complaints posters and all my staffs have been briefed following this issue. As for Tushal, your graphic card is still at La Tour koenig shop. You can come take it any time. Until we get a fan for the 9500GT. If we do not get the fan, the card on loan is yours.

    Ashwin
    msn:fastclick@live.com
    Skype:fast.click
    website:www.fastclick.mu
    Tel: 251-1000

  • “2. You brought the card only 3days before the warranty is over. Did you wait for this exact timing tushal?? Yes…the card is still under warranty. But I did not give you a new one because you used the card for 11 months and 25days.”

    “6. To be honest, its not the policy of a company to refund with a new card. We do refund new for products like dvdwriters, ram memory etc as there is no trace of dust. However, fans on graphic cards have wearing issues. I promised him to get the fan fixed.”

    “Most of refund policy are straightforward (except for customers who have used the computer part for 362 days…..and then come to ask for refund).”

    I’m not sure if your company policy is in line with warranty regulations. I suggest Mr Tushal to look that up…

  • jp

    @fastclick:

    BTW, I do not know your customer and bear in mind that THE COMPLAINT is AN OPPORTUNITY for improvement!

    Useful statistics about unhappy customers: 4% of unhappy customers shout out loud about their problems and complain, the remaining unhappy 96% move out silently to competitors!

    1. “Does a technician represent a whole company??”

    Yes, all the time! I used to work as a project/team leader. It is a team!!! If one person makes an error, it reflects on the whole team: its image and all the consequences attached to it. The point-and-blame game is as easy as it gets and reflects the whole philosophy behind a business. The discussion on this topic goes beyond the scope of the article …

    If a technician keeps a card for long, yes it is your problem. It questions how you handle which parts are with a technician at a point in time.

    2. “Yes…the card is still under warranty. But I did not give you a new one because you used the card for 11 months and 25days.”

    Mathematically and legally wrong. I would understand if it was not replaced after 12 months and 1 day.

    3. Obsolete product? Do you have a policy on the warranty that says what happens when such a case happens? Look, you have a computer parts/electronics selling business, and we all know that sometimes even something can go obsolete after 6 months (my own 2008 mobile phone for example). Can you blame the customer for that?

    4. Aww, again, try to really think about what happened and what you could have done to contact the customer in alternate ways.

    5.

    The fact that you guys are on the defensive for a simple day-to-day case suggests and implies a lot of things. Just solve the problem especially if the customer is right.

    “It is not the policy of my company to buy time.” <— Come on… 😀 😀 😀 don't ever publish that again on any internet forum/blog

    "It was an opportunity for you to make a trade in." <— You are the business and You have to propose.

  • @fastclick:

    Point Number 1:
    I don’t walk around with companies phone number. For me, the better choice was to go to Flacq, drop the card.

    Point Number 2:

    So according to you, if someone brought an item just a few days before the warranty is over, the warranty does not count? Hell no, it does count. Even if I brought the card on the 26 November, the warranty covers it and if you can’t fix it, you need to replace it.

    Point Number 4: The time which you phoned me, I was busy in lectures. But I did contact you as soon as I could.

    Point Number 5:
    That day the tech guy and I tried to contact you for quite some time but you were busy. I waited at the outlet up to 12.30(Almost closing time since it was a Thursday). When I already left the outlet to return home, then only we were able to get in touch. Not your fault or mine. Just that we were unreachable.

    ====================================

    I did mentioned that I was given another card in return. My intention was never to bring harm to your company. I wrote this to show how after sales service is a pain and I stated my personal experience.

    I can’t be blamed if your technician forgot about the card despite I went to the Flacq outlet almost every week. The reason why I went to the Flacq outlet is because that outlet is more accessible to me than the La Tour one. (I live like 30 mins away from Flacq.)

    “except for customers who have used the computer part for 362 days…..and then come to ask for refund)”

    It still falls under the warranty period as far as I know. A year is 365 days if I am not wrong.

    I was at Flacq outlet. I bargained with the tech guy over there when he gave me the 4350. But I was turned down. I didn’t, at that time, contacted you because as a working person at your company he indirectly represents your company. Also, I bargained with him telling him that I will buy the GT210 instead of the 9500. I was told to pay an additional amount of Rs1,500 which I refused.

    Just for the record, the 4350 lags big time. Old games such as Midtown Madness, Age of Empire 2, Enemy Territory lag on the 4350.

    Creating movie clips using Premiere cs5 and Sony Vegas makes a lot of time to render and sometimes I just the error that there’s not enough graphic bla bla bla to use a particular effect.

    Seriously the 4350 for the 9500? No thanks!

    You’re supposed to replace the 9500 with another 9500 or with a card nearing it’s capacity if not with a slightly better one. That’s a fact by the way.

    I don’t mind paying a little extra to have a slightly better card since the 9500 is out of market.

    Regards,
    Tushal.

  • This discussion somewhat makes me remember the personal experience of Mr Avinash and a particular insurance company.

  • Kamal

    @fastclick – Sorry… But you’ve got it all wrong… If a product is under warranty, you should respect that, no matter how many days or hours left.

    And in regards to repairing a GPU, replacing a fan doesn’t mean that the card will work properly…

    For your comments “As for the power supply and RAM memory you bought, yes…they do come in bulk with no box and manual.”

    It’s quite strange that other companies sell products with manuals etc… They must be fools… LOL

  • TL

    ene chance (owner i suppose) F@stClique ine respond. sinon ti pu ena ene seul version sa zistoire la. b mo fine bien fer mo fine check Yashvin so article avant ki mo ti pu alle acheter ene motherboard+memory cot F@stClique. parceki pa conner ki lot zaffr encor pa refundable under warranty?? mo croire li bizin print ene la liste lor so website pou bane produits ki pas refundable. en plus, so warranty comment ene hourglass – pli le temps passer, plis li diminuer.

    so, thank you Yashvin, you save me some $$$ and dont worry. i will sent this link to all my friends and colleagues.

    TL

  • fastclick

    At JP:
    1. Please let me know where you got that statistics….Because my statistics shows that 96% shout out problem using the right communication (in my case contacting me directly)…and only 4% of customers move away to competitors.
    2. “Does a technician represent a whole company??” NO No No. After Tushal reported his case in this blog, I went to check the technicians report for the day Tushal first came in the shop. He was immediately given a card on Loan. IMMEDIATELY. The card is of equivalent size (1GB). Therefore, the his computer was still up and there was no downtime. If the card was showing no display, faulty chip, GPU or electronic problem , we would have refunded him another equivalent card. We said we are going to fix the fan coz the problem is only with the fan.

    3. Concerning obsolete. Yes, customer cant be blamed for that. But our company either. We sell up to date products. I explained how nvidia replaced the 9xxx series with G2XX series. wE are reseller for certain brands and most of distributors are in singapore (Again I know…most of you will tell me this is not the customer’s problem).

    4. Concerning replacement…mathematically or legally….I am not supposed to give him a new card. I am supposed to REPLACE the card. This is what we did ON SAME DAY.

    At Tushal> You did not mention a card was given to you on same day.

    At Kamal> Yes…if you replace the fan with a similar one, it will work. Also, Generic standard power supplies are not sold with manual and boxes. This saves shipping cost hance cauing the customer to pay less (no packing+no manual+less freight). For bulk RAM memory as well. Pls do visit us today, we’ll show you. But 90% of other parts do come boxed with manuals.
    We did give Tushal a 1GB graphic card same day.

    Tushal> a Year is 365 days…but you “enjoyed” the card 362 days. It is obvious you cannot get a new one. Again…I persist on this….REPLACEMENT WAS DONE ON THE SAME DAY WITH EQUIVALENT SIZE 1GB CARD.

    My final word: The prob was solved when I asked you to come take a new card some weeks ago (well before you publish it in this forum). We did not manage to get a fan for the 9500GT (due to obsolete card no longer in the market).You didnt even ask me to despatch the card at Flacq, nor u collected it at La Tour. You preferred publish it in a blog and make bad publicity, despite effort made. You had my num…we shared quite some sms and I was really polite with you…you must admit.I am at the UOM everyday and we could have discussed. Many customers did get their problems solved within days when they contacted me.

    What I accept, is that card with equivalent chipset was not given to you on same day. But we had in mind of repairing the fan on the 9500GT and get it back to you.

    But one unhappy customer does not mean 1000 others.

    Ashwin.

  • fastclick

    At TL> ene chance (owner i suppose) F@stClique ine respond.

    Yes. Its me the owner and I answered.
    Pls find some warranty info: Motherboard, if it has broken pins and burnt chipset, they are not refundable even if it is still under warranty.
    All motherboards come with 2 years warranty (except socket 478pins motherboard that are very rare and obsolete). Ram memory patriot brand comes with 2years warranty, and kingston 1yr.

    sinon ti pu ena ene seul version sa zistoire la.

    This is called freedom of speech and opinion. Tushal made a complaint, and I answered. This shows we are are here to solve problems.

    b mo fine bien fer mo fine check Yashvin so article avant ki mo ti pu alle acheter ene motherboard+memory cot F@stClique. parceki pa conner ki lot zaffr encor pa refundable under warranty?? mo croire li bizin print ene la liste lor so website pou bane produits ki pas refundable. en plus, so warranty comment ene hourglass – pli le temps passer, plis li diminuer.

    All our products comes with warranty. Pls call me on 251-1000 so that I elaborate you the warranty conditions. Or you can download our pdf pricelist on http://www.fastclick.mu. Warranty is clearly stipulated for all products. Concerning hourglass, there exist no warranty that does not expire. On dell notebooks and pcs, we even give 5yrs warranty. Viewsonic screens…3 yrs warranty.

    so, thank you Yashvin, you save me some $$$ and dont worry. i will sent this link to all my friends and colleagues.

    You say you saved $$$. Ok….if you think you saved…thats good. As for sending this link….its ok. But just know that we are a company that opened 4 shops since 2007 and employs 8 to 10 persons. The company is a “gagne pain” for most of my workers. Also, being the owner of the company, I did put my own phone number 251-1000 on all invoices, memos, website, billboards so that people discuss with me for complaints. Tushal sent letter and published in blog, but never contacted me through a simple sms.

    Ashwin.

  • T0rped0

    @fastclick:

    Buying time” means “to delay, to dilly-dally, to delay in order to find some advantage to some purpose”. It may not be your company’s policy to buy time, but it does so marvellously well until now because (1) you did not replace / repair the faulty 512MB 9500GT (quand piti-la inn paye pou enn “bé-èm M-series” pas vinn faire li cwar li pou gagne mem performance ar enn kancil perodua, hein!), and (2) the while you are offering an 803-word long (ineffective) reply to facts, time was still running out… Good luck with your case!

    As pseudo-warranty you supposedly offer, I wish that Tushal brings you to court if he can spare some time and effort: your pseudo-argument as to the number of days/hours/minutes/seconds that remain near the end of the warranty period / having used the card for “so long” (abé ki, si li pas ti servi li couma li ti pou konné ki ena problem?? Eski ou pé rode insinuer ki piti-la so faute ça ek ki li ti bizin guarde GPU-la dans so plastik-embalaz pendant tou ça lé-temps la??) would be demolished so easily that your lawyer would run away from you before the ruling comes down crashing your degence to pieces. Go and refer to some similar cases where insurances were playing “hide-and-seek” with their clients on this matter, and you’ll regret to have even thought about such a spurious, outrageous defence line. Even Mammouth/Courts, Mauritius Union and Cash&Carry (notoriously bad after-sales, as per numerous press articles) no longer play such games!

    As for the other points, I see that other people have already sunk your ship pretty nicely by answering them, and my personal policy is not to kick people when they have fallen to the ground in an irreversible coma…

    @Yashvin:

    Merci pou tou liberté ki ou donn nou (wai, fauder ena fiel pou pas perr dire ek napa cassiétt la-vérité / facts) pou démonte bann pseudo-arguments ki certains content avoyer britt-britt. Mo zis espérer ki zott inn apprécier mo ti l’experience ki mo’nn partazer…

  • Some FACTS about consumers’ rights.

    P:S Yashvin, you can save this for latter use too.

    Now this is getting interesting. These are actual facts covered by Mauritian law concerning warranty’s period.

    First: Under warranty all repairs ARE free to that product.

    Second: The company has 10 days to repair the product. Taking more than 10 days, the company needs to lend the consumer an identical product for use.

    Third: If after 3 months, the product has not been repaired, the company HAS to replace the product* or refund the TOTAL amount.

    *The company needs to replace the product by an identical one. In case the product isn’t available, the company needs to replace the product by a higher end product.

    Note: The company can not replace it by a lesser end product.

    Cheers,
    Tushal

  • fastclick

    Tushal and Torpedo>
    Bring the matter to court. We’ll see who wins.

    Mauritian law concerning warranty’s period.

    First: Under warranty all repairs ARE free to that product.
    I never claimed a single cent to repair the card.

    Second: The company has 10 days to repair the product. Taking more than 10 days, the company needs to lend the consumer an identical product for use.
    Yes, I gave him a card on loan. Whether its identical or not, court will decide. But effort was done.

    Third: If after 3 months, the product has not been repaired, the company HAS to replace the product* or refund the TOTAL amount. I

    I asked Tushal to come at La Tour Koenig shop (its him who chose to come there) to get his replacement card. He never came. The card is still at the shop. SMS are still on my mobile to prove my good faith.

    *The company needs to replace the product by an identical one. In case the product isn’t available, the company needs to replace the product by a higher end product.

    Already discussed. The card is available for replacement. As we couldnt repair the FAN.

    Ashwin

  • fastclick

    At Yashvin>
    Thanks for giving me also the opportunity to answer some pseudo anonymous bloggers who are hiding behind rusted submarines, to defend my rights as well.

    Ashwin

  • @fastclick:

    ” I managed to go to one of the outlets of “F@st Clique” on 23rd November 2010 (Still under warranty period). In return, I was loaned another graphic card. ”

    Let me correct one important thing.
    The 4350 was LOANED to me. It was not given to me as a replacement. Because if it was a replacement, I would refuse right away. The 4350 sits lower than the 9500 in benchmark performance. The only correct replacement is either a 9500 or in this case since 9500 is out of market, with a graphic card having a higher performance than the 9500GT. By higher, I’m not expecting a GT240. But the next performance card after 9500GT.

    The 4350 may be a 1GB card. But it is still weaker than the 9500GT.

    Furthermore, I’ve bought many other computer parts at that store. I’ve no complains about the other parts. They are working FINE.

    I say it again. The reason why I didn’t sms the owner is because of my opinion it was better for me to deal directly with one of the outlets.

    P:S I’m in discussion with the owner as a view to replace the 9500GT since I will not take back the old 9500GT even if it gets repaired.

    And we are nearing on an agreement. I will inform via a comment here where the discussion reached.

    I would like to say thanks to Yashvin for giving us a platform to share our concerns.

  • jp

    @fastclick:

    For my points 1 and 2. I could ask the same questions about your stats. From academics, who do extensive research in customer service and related subjects. It’s a well known fact proven in management and quality management courses(check Art Waller’s work). When you sell something, you sell a name i.e the name of your business, not a technician name.

    Read more management articles, get to know about proven techniques/facts/figures of data compiled/reserach made etc., read more about quality customer service, how to handle customer complaints, case studies on Toyota, Nissan, and even Kfc and how they struggled and invested to get customers back. How much you do to improve your own procedures, processes or even think about them? Then come back and prove your point(s).

    3. You are the one stressed out and focused on the “11 months and 25 days”, I think everyone who replied to you were clear enough on this issue.

    You can go on and on with debates, but in the end, think of who really wins if you ‘win’, and whom you are losing. And think about the consequences of how open you are to accepts critics and listen.

    One simple and serious question (minus sarcasm): Do you think I am going to buy a computer part or PC from you in the next months?

  • jp

    “the opportunity to answer some pseudo anonymous bloggers who are hiding behind rusted submarines”

    You already answered my question =)

  • @fastclick:
    Quote:
    “Tushal> a Year is 365 days…but you “enjoyed” the card 362 days. It is obvious you cannot get a new one.”

    I’m sorry, but you can’t control when a device will get a problem.

    In my opinion, whenever a customer buys something from a store, the customer expects to use (or enjoy as you say it) for the maximum time possible. One would not break the item a couple of days before the end of warranty and want a new back from the store!

    Moreover, the expected lifetime of such a device is at least five years. So, if it breaks down within one year of usage, anyone will expect it to be replaced.

    And, one year warranty is one year warranty. Unless you change your policy to “I give one year warranty but your item is better if it’s broken some months before the warranty ends”.

  • fastclick

    Tushal>
    Am happy we nearing an agreement (even if agreement was already reached well before this blog). But as I told you…you’ve seen yourself how these things are usually handled. We have to sit…..discuss around a table….go on the net and see which card is equivalent…look at forums, benchmarks, specifications..etc.

    Am also happy to hear from you that you also bought other parts (worth 30,000) and you did not get any prob.

    Listen Tushal, I fully admit there has been some time delay….but bear with me, it was only because we usually replace the fan. We tried hard getting a fan…but did not succeed. I could not get hold of a single 9500GT. This is why last time you went flacq, I instantaneously asked the sales girl there to replace the card once for all at your satisfaction.

    I never had any wrong intention to “profiter”, or “fer l’air”. When a card is given on loan (check the scanned receipt–its written on loan), we usually do so in order the customer pc is up for a while. Law says 10 days to lend the customer. We lended you a card same day..

    Am in this business since 10 yrs, and till today, I can tell you we have never deliberately refused to replace parts. We even loaned a full computer set to some call centres to help them. All our customers are happy and such problems (encountered by most companies — because computer parts are electronic)…have till now been satisfied with our products, service and support.

    We are communicating through FB since this morning (I am even friend with Tushal now) and I decided to give him a GT220 1GB free of charge, or same card with additional 1yr warranty if he pays Rs500. He is even considering to top up for a GT240. Both brands from manufacturer XFX.

    Whatever be everybody’s comments (some were really not nice to hear)….I continue to claim that I never deliberately dumped Tushal.

    Well before this blog, I agreed to refund him the card with an equivalent one. This is my main defense.

    Ashwin

  • Bhooks

    @Fastclick

    I got an ADVENT laptop bought in December 2007 in the UK. Its current having issues to load the OS. started 2 weeks back. Do you repair these? Else could you guide me where to go. If its cost too much, i’ll preer to buy a new one.

  • jp

    @fastclick:

    now that’s better 🙂

  • fastclick

    @Bhooks
    Bring your Laptop in 1 of our 4 outlets.
    Diagnostic is free of charge. We will check it. But parts are very scarce for laptops. You can also download our notebook price list in pdf at http://www.fastclick.mu. There are several models from which you can choose.

    At JP> Fast Click is not Toyota, Nissan or KFC. They have got ISO systems and standards…that regulate their company. We sell computer parts.
    I focussed on the 11 months and 25 days to show Tushal that I cannot give him a new one, but rather replace it. We do replace with new ones in most other cases.

    As for whether you’ll buy at Fast Click or not, I would recommend you to come meet me so that I explain you my warranty terms. You are talikng of Art Waller’s work, reseach./…academics…blablabla…but you are judging my company on a simple graphic card issue. Its better you make a sampling…a survey to know the truth about my company.

    You cannot defend a customer for the sake of “taking his defence”.

    Ashwin

  • You have got two options,

    1) Either you don’t give warranty on your products

    or

    2) You specify clearly all the conditions applied. From when it starts and ends and stuffs.

    It is your call.

  • Update:

    I’ve reached an agreement with Fast Click concerning the replacement card. I’ve been in constant contact with Ashvin since morning via Facebook.

    @Ashvin–> I really appreciate the help. Thanks.

  • T0rped0

    @Tushal:
    “you also bought other parts (worth 30,000)”
    O_o
    Tchiou…! Ou’nn gaté ar li asterr!! 😀

    @fastclick:

    “it was only because we usually replace the fan. We tried hard getting a fan…but did not succeed. I could not get hold of a single 9500GT.”
    Eh ou-la! Pa ti capaw dire ça dépi coumencement mem? Asterr mo pé comprend ki tousala c’est enn zistwar unavailability of spare parts, no bad faith, no ill-intentions, etc… Pff…

    Monsieur, je vous salue bien bas: c’est trés rare de voir quelqu’un faire preuve de tant de patience à répondre et prendre sur lui de trouver une issue, surtout dans un cas aussi complexe. Je vous remercie d’avoir pris la peine d’examiner ce cas présent et d’avoir donné autant d’engagement à le résoudre de cette manière, qui est des plus honorables.

    Bravo.

    Ceci me fait penser aux vielles boutiques chinoises: ils ne se faisaient jamais supplier de remplacer des articles de mauvaise qualité et s’assuraient ainsi que leurs clients reviennent.

    Espérons que les autres commercants en prendront de la graine!

    Ave!

  • 192.168.1.1

    @FastClick:

    Hi. I got a TABLET PC with Android 2.2 Froyo when I came back to Mauritius (Tablet Model: WM8560).

    Do you have any experts capable of updating the Android OS to the latest version?

  • In the end it is a huge marketing drama which has been played and as a result of which, many persons will be thrilled to check out fastclick’s website ! .. lolz

    Never knew you were such a good actor tushal and you too yashvin for lending your blog for such a drama ! hahahaha..

    neways .. glad to see that it is gng down to happy ending..

    Take care everyone !
    Ashfaq.
    Check my blog too btw ! just click on my name ! .. i don’t do any computer stuffs but i sure can format your PC, Laptop , and install new OS from Linux repacks on it .. and give you a free CD of the OS .. maybe for rs3-500 depending on the OS ! hahahahahha

    P.S: I just thought i might join up the business ! .. haha

  • A special thanks to all of those who brought their contribution and for being constructive while formulating their comments.

    🙂

  • jp

    @fastclick:

    To be honest, I buy a lot of PCs for my friends, family, surroundings to whom I usually give advice on what to buy and what they need for their budget, I did buy from Fast Click too, not necessarily under my name, but on the names of people who bought from you or that I sent to you.

    I’m not making a big issue, but the original arguments and the way the conversation was started made me smile and got me defending (not for the sake of defending) because I can understand how customers may feel.

    I did have issues with your business but did have issues with all other computer businesses too, mainly huge delays to deliver small components that are on the price list and promises to call back that never happen etc.. I am known to be very patient and very diplomatic when I deal with them, and become friends quite easily with people in the network. I never made any personal attacks like “you suck”, I did try to understand and reply constructively. I’ve never said as well that your business sucks, it is just a well known fact and cultural how businesses in general in Mu handle complaints, treat customers you can feel that if you shop often. (believe me – and you can feel the difference when you visit even the smallest bakery in the smallest village in France how the term customer care takes a new dimension)

    All the rules that apply to the big companies work on a small scale too, it’s not because you are not Toyota, that quality, research, small things to improve everyday life does not concern you. What’s ISO anyway? Simple rules to document, review and improve. This can be applied on a small scale i.e the individual, a small business or a big one. Doesn’t matter. (I did implement ISO with a team in my previous company)

    The way you handled the matter was quite good in fact (apart from the initial comments, funny indeed) and for the owner himself to handle everything and provide a solution, that’s quite mature I must say, bravo! Showing your concern to protect your business is what you should do all the time and this is what you did. Do not underestimate what your customers can do for you as well 😉

  • fastclick

    At Torpedo>Thanks a lot for the encouragement. You are being given a Rs100 token free next time you buy at Fast Click. Your password to get the token: Torpedo

    At JP: Thank you for the compliments. I guess from the huge experience you have (Huh…I know the pain in implementing ISO)….you have brought valuable contribution to the debate. One thing I wanted to clarify. Its concerning some delays in my company. Well, policies are there. But some employees do not apply rules that are taught to them. Believe me…its not easy to get hold of the ideal employee. This explains why my number 251-1000 appears on all invoices and memos etc.
    I also really liked your last word: Do not underestimate what your customers can do for you as well. You are perfectly right Torpedo. I still believe customers are king…and they should be treated as such.

    At Yashvin> Yes….I guess we all have been constructive …and at the end of the day, the problem has been solved. Your blog rocks! I copied the yourblog/fast-clique on my fb wall today!!! Quick moderation, impartial and serious. This is how I will qualify yashvin.

    At Ashfaq>I dont think it was a drama. Tushal’s case was genuine, as I admit there was some delay. However there is a huge hike in the number of people visiting Fast Click website today…and you are right….it turned to be a real publicity for my company and website.

    What I appreciated most in this blog: La liberte d’expression, d’opinion qui a primer….everybody spared some of their time to render this discussion interesting and meaningful.

    My personal mobile number is 251-1000. You can all contact me mostly through sms.

    Thank you all guys.

  • guibs

    Well, it was an interesting discussion! BTW, I bought quite a lot of computer parts @ FastClick…NO PROBLEM till now!!! Am lucky..lol

  • 127.0.0.1

    May I add that the after-sales problem doesn’t only concern ‘smaller’ sellers. I have a laptop (not even 1 yr old) at G@l@xy for 8 weeks now with a faulty keypad. No replacement/refund till now.

  • T0rped0

    @fastclick:
    Oops, thanks for the token, but no thanks: as stated earlier, “crossing the border between sanity and folly” actually meant leaving PC/Windows territory to jump in Mac world.

    Sayonara!

  • Mina

    @Tushal: Tushal, I’ve been reading bits and pieces of the comments and I would say that am on your side.

    Am not too familiar with the products you are talking about. My focus has been on the after sales service and the circumstances described. Your card was still under warranty so why the guy is trying to point that you came purposely after 11 months? The warranty says 12months. That’s not your fault if the stuff is faulty neither your fault if it’s obsolete.

    Another point, I believe that the guy should bear in mind that a complaint is a way to improve your services. So take it positively. Oh and yeah, someone confirmed what I will say: yes your technician represents your company! The competence and performance of your staff will reflect your image.

  • le_voyageur

    @jaceydotorg: i will never step in your stores again, why ?

    simply because once i was there to buy a netbook, i stepped in, nobody asked me, i asked somebody, he didn’t came, why, because one of their colleagues were distributing sweets and they were busy among themselves sharing that .. i agree that you people work in a great atrmosphere, but forgo clients .. laisse tomber, jvais chercher ailleurs .. lol

  • Update:

    Met with the owner of Fast click today.
    Had a nice chat.
    And I took a new GPU with a 1 year-warranty.
    GT 240 FTW.

    Cheers,
    Tushal

    *Next stop: Article about a newspaper in Mauritius.*

  • fastclick

    @Le Voyageur: I dont agree when you say you stepped out from Jacey because staff was distributing sweets….and this is why you did not buy the netbook…despite travelling so long…sparing all these time…just coz some sweets??? Did you at least ask them for some sweets???
    Come on man…most of the staff at Jacey are very kind. I dont think one of them would have refused to address you if you talk to them. A computer shop is not a “boutik” where you walk and the guy asks you….”wi missier….ki ou pou prend”. I know jacey since 10yrs or more. They are a pioneer..they are amicale and friendly. The joke I liked most from you: You asked somebody…he didnt came…sorry…didnt come…!

    At Tushal> You topped up by paying additional Rs850 so as to get a higher performing card. Because the equivalent card that I was supposed to replace you was a GT220 512MB.

    At mina> There is a mauritian saying that says: Do you trust your own hands?? The answer is no. Therefore I dont trust my technicians. I had case of fraud, theft that were discovered well after. Also, if you read all my answers in this blog, just know that Tushal was given a card on SAME DAY on loan. So, how can you still say bad after sales service?? You should not read bits and pieces…you should read all before commenting.

    Ashwin

  • Sun

    Aal is well 🙂

  • m18

    meilleur place pu asT pieces computer c’est jacey(cot lopital civil ou pli facil derrier casernes central). depi 4 yrs mo asT pieces computer r li ek jamais line donne moi locassion fer complainte so prix li imbattable ek so after-sales service li tro top ek moi mo 1 technician computer. Jacey(www.jacey.org) so ban pieces top quality. Jamais zote pu ggne complainte r li croir moi depi 4 yrs mo pren tou ban pieces cot li

  • le_voyageur

    @fastclick: to ene top toi} .. lol .. moi kin passe ladan, to pli koner ki moi, lol ..

    i stepped in, they saw me, and they resumed with their sweets, simply because they thought “ene piti 15 ans sa, kot li pou kav aste netbook sa”

    and let me tell you one thing, i went to talk to a cashier about the netbook, the way she looked at me as if i owe her something, and one of the others were sitting on a table while talking loudly, i asked for one, he never came, i did went buy that netbook elsewere..

    i stayed there 10 whole minutes waiting for somebody, nobody ever came!

    mais to ene top toi, to pou sanz laveriT laaa, cki to dire pou vrai .. lol .. to conne tou 😀

    you may find it weird but i care more about being respected than paying less! dont treat me like sh*t only because im 16 🙁

  • jp

    omg, i thought this debate was over :/

  • dominique

    @Yashvin

    I think that you should take employment as Consumer Protection Officer since u solved this case in 1 day while Tushal was struggling with it for the past 6 months. From your experience, maybe it will an easy task for u to protect the consumer rights of 1.2 million Mauritian. why are u wasting your time @ DCDM consulting.
    Keep it up!!!

  • JT

    Tushal 9500Gt la nvidia … dan bez mem sa car li trop chauffer … ki fer to p prend Ati man Meilleur.lol pa cav reparer sa banne carte la.prend ene lot plitot 🙂

  • Avinash

    Just wished to share these with you guys, i have been buying computer parts with the guy since 2007.

    At that time fast click did not exist, we used to meet in NPF parking in his car to the sales/returns, lol (btw the car was like a megastore of computer parts). There were time when parts were not compatible or faulty or failing but they were replaced without any issues.

    But one thing which i would agree with you guys, at times fast click employees do not treat complaints or call backs seriously (thing which i experienced myself).

    The best thing to do in these cases is to call Ashwin and you are sure to get your problem sorted out. I am sure as Ashwin said, its not about a Rs3000 graphic card but maybe more of a miscommunication issue.

    Cheers Avinash

  • Testing Disqus 🙂

  • Tawheed Joolfoo

    “Play Solitaire or Mario Bros, no need for any high performance cards, that will save you money and a lot of time too .”  lol, laughed a lot at that comment haha

    Tous sa-la pou ene malheré 2600 rupi. ^^

    better buy an HP dx series pc from the start , though high price, but no worries for a long while 😛

  • progamer

    I got the same f….. problem with this shop.Their warranty is crap.Jacey is the best :))

  • They really employ retarded people ! had an encounter with 2 of them eating like pigs at the infotech 2013 and when asked what to do to play the lan.. they referred me to teenagers who were playing !!..