What's happening with BTB's service?

Discussion in 'Beyond The Box' started by shakra00, Apr 26, 2018.

  1. shakra00

    shakra00 Member

    Joined:
    Sep 11, 2010
    Messages:
    320
    Likes Received:
    9
    My MacBook Pro Retina 2014 unit (which was also bought in BTB) is affected by the staingate issue. I brought my laptop in for repair at the Bonifacio Highstreet Service Center. Upon initial assessment, they said that the replacement screen will come in around Febuary as quote "Apple is holding the release of the screens".

    My service request has been open since January 6, 2018 and all my attempts to get an update were fruitless. No one was responding via email. I tried calling in February and March but the guy named Jonathan kept saying that Apple was holding the release of the replacement screen and no estimate date of arrival can be given.

    I then contacted Apple Support online to have this issue be escalated and only then the local service center started working on this repair. That's the only time I got an update that "a Technical Engineer has been assigned to diagnose and service your Apple device". Disappointing that my case has only been flagged as an "exception" once I raised this issue to Apple Support and magically the unit will be delivered next week.

    Waiting for 4 months is unacceptable given that no updates were given regarding the movement of the replacement screen.
     
    mokmoki and jayparalejas like this.
  2. jayparalejas

    jayparalejas Active Member

    Joined:
    Feb 16, 2008
    Messages:
    302
    Likes Received:
    80
    Gender:
    Male
    Location:
    Makati City
    Wow 4 months!!!

    In my experience abet was very accomodating when it comes to sales and repair inquiries. but he's gone.

    Now jonathan is really helpful but I think they are swamped. and calling their hotline is not that great. it rings non stop but no one answers.

    last year my extra notebook MB 12 3016 was under warranty and the display is replaced. it took me only 2 weeks. and jonathan assisted every step of the way.

    I hope service will improve soon! And looking forward on your reunion with your notebook! ha!

     
    shakra00 likes this.
  3. potpot2

    potpot2 Well-Known Member

    Joined:
    Oct 15, 2007
    Messages:
    1,823
    Likes Received:
    159
    Gender:
    Male
    Location:
    Malate
    BTB is not what it use to be. This has nothing to do with repair, but this is also customer service. I bought an ipad last december from century mall branch. There was supposed to be a free headphone, but at that time i was told it was out of stock. And i will be informed once available. But feb came and nothing. I dobt know if they want me to forget about it na lang ba or they just have no time to inform me. Only through my repeated pangungulit was i finally able to get the free headphone.
     
    ericb, Sunil_K, mokmoki and 2 others like this.
  4. mokmoki

    mokmoki PhilMUG Addict Member

    Joined:
    May 15, 2011
    Messages:
    1,579
    Likes Received:
    362
    Gender:
    Male
    Location:
    Laguna
    totally unacceptable. and i agree with previous poster, not just in service but also in sales. i no longer see an advantage in getting my Apple fix from them vs other Apple Premium Resellers.

    as for your service concern: try hunting for other non-retail AASP's because big name stores like BTB, PMC, etc are probably more swamped with service requests from the masses. i personally go to Senco Link Makati for my Apple service needs, but there are other AASP's out there that are still authorized by Apple but isn't part of the big Apple retail chains.
     
    potpot2 likes this.
  5. yehey9

    yehey9 Active Member

    Joined:
    Apr 28, 2011
    Messages:
    909
    Likes Received:
    110
    Gender:
    Male
    Location:
    Manila
    Is Beyond the Box still owned by Charlie? (Digits Trading)??
    What is Bluespace Technologies? have they bought Beyond the Box from Digits?? Is that why BTB's service is not good anymore??
    On our company benefits, BTB is listed as Bluespace Technologies.
     
  6. antski

    antski Well-Known Member

    Joined:
    Jan 12, 2005
    Messages:
    3,653
    Likes Received:
    33
    Maybe they just made some organizational changes but I believe they are still owned by the same group.
     
  7. sher_amf

    sher_amf Member

    Joined:
    Dec 11, 2012
    Messages:
    307
    Likes Received:
    7
    Was getting for a repair on a dead pixel, I called up BTB greenhills, sabi ko baka pwede hindi iwan un unit because it is used for work. They asked me to do this instead
    Day 1 = go to BTB greenhills for queuing of repair
    Day 2 = go to BTB for diagnostic
    Day 3 = wait for replacement of LCD

    sana they could do queuing and diagnostic in one day sayang biyahe :cry:
     
  8. ericb

    ericb Member

    Joined:
    Sep 22, 2010
    Messages:
    201
    Likes Received:
    15
    Location:
    Quezon City
    Is there a difference if you're buying cash (non philmug member) vs buying cash (phil mug member) from BTB? I'm planning to buy a MBP 15" (BTO with upgraded storage and graphics) by mid to end of year.
     
  9. ellenmitchie

    ellenmitchie Member

    Joined:
    Oct 9, 2010
    Messages:
    69
    Likes Received:
    19
    They actually offer 10% discount now for cash purchase even if you're a non Philmug member.
     
  10. rabby

    rabby Well-Known Member

    Joined:
    Dec 14, 2008
    Messages:
    1,339
    Likes Received:
    81
    Gender:
    Male
    Location:
    BGC Taguig
    oh? no need for coupons?
     
  11. ellenmitchie

    ellenmitchie Member

    Joined:
    Oct 9, 2010
    Messages:
    69
    Likes Received:
    19
    Yes. It applies on some of their products (iPhone, Macbooks, iPad), not so sure on accessories though. Just check their Facebook page which products they do offer the cash discount. The iPhone X 64gb for example, the cash promo price is 57k.

    You can always message them (BTB FB page) for inquiries. Last month I asked them if there is a cash discount for 7 plus, and they said yes, even though it's not posted on their Facebook page. :)
     
    #11 ellenmitchie, May 4, 2018
    Last edited: May 4, 2018
    rabby likes this.
  12. yehey9

    yehey9 Active Member

    Joined:
    Apr 28, 2011
    Messages:
    909
    Likes Received:
    110
    Gender:
    Male
    Location:
    Manila
    none. no difference.
    pricing is the same if you'll be buying in cash (non member) -because of their cash promo and if you'll be buying in cash as a philmug member.
     
    ericb likes this.
  13. shakra00

    shakra00 Member

    Joined:
    Sep 11, 2010
    Messages:
    320
    Likes Received:
    9
    UPDATE:

    On May 11, 2018, I received a text from their official mobile number that my screen replacement was already available. I tried calling them multiple times but no one was answering the phone. Sent a text on the same day instead that I will be be bringing my unit in for repair next week Saturday (May 19, 2018) as my schedule is tight.

    Come saturday, I brought it in at the High Street service center at 10 AM and the lady at the front desk received the unit and informed me that an update will be provided around 3 PM if the unit is good for pick up.

    Around 12 PM (while watching a movie in the mall), I got a text from them that the replacement screen has been FREAKING shipped back to Singapore! The reason was because I was not able to bring my unit in for repair when they notified me.

    If I thought that waiting for 5 months was the cherry of this whole terrible cake experience, I was dead wrong.

    1. No one was answering their damn freaking line!
    2. I notified them via text that I will be bringing my unit next week.
    3. I got no notification that the replacement screen will be shipped back to Singapore.

    *sigh*

    Back to square one. This whole ordeal is infuriating and I guess BTB was not the same as it was before.
     
    mokmoki and jayparalejas like this.
  14. guwapito

    guwapito Well-Known Member

    Joined:
    Sep 27, 2010
    Messages:
    1,215
    Likes Received:
    127
    Gender:
    Male
    i know how frustrating it is for you, it's an extra step but you can try contacting apple support direct with your problems, not sure what kind of help they can give you but would definitely speed up things (delivery of parts etc or they can get BTB to act into your problem immediately.

    i'm not sure also if it's too late to change service providers for your mac, but you can look into that option as well. since this is a beyond the box thread, i won't drop the name of the other apple service providers :)
     
  15. potpot2

    potpot2 Well-Known Member

    Joined:
    Oct 15, 2007
    Messages:
    1,823
    Likes Received:
    159
    Gender:
    Male
    Location:
    Malate
    Their century mall branch is lie that too with regard to phone calls. It just rings and nobody answers and when i told them about it, too many illogical reasoning as too why they were not able to answer the phone
     
  16. makinao

    makinao Active Member

    Joined:
    Apr 13, 2004
    Messages:
    667
    Likes Received:
    66
    Hmmmmm. The last time I had something replaced in my MBA at my suking service center, I too asked if I be allowed to keep using it until the part arrived. My suki clearly informed me that once the part arrived, I had 24 hours to bring in the unit or else the part would be returned to Singapore. I vaguely even remember that the technician clarified and arranged this while on the phone directly with Apple SG. I think this is done to ensure that the part will not be used for another unit. The part arrived two weeks later, and when they called I rushed to them the same day. When it was done, the technicians even allowed me to enter the service area and test the unit.

    So your problems seem to be: 1) you were not properly informed about the 24-hour policy, 2) poor coordination between reception and service, and 3) bad reception connectivity.
     
  17. jayparalejas

    jayparalejas Active Member

    Joined:
    Feb 16, 2008
    Messages:
    302
    Likes Received:
    80
    Gender:
    Male
    Location:
    Makati City
    Its really frustrating that BTB lines are not being answered. eventually I got tired and taken all my purchases to PMC! for service I go for QCD Galleria, they seem to be very knowledgable and responsive to all queries whether it be by phone or sms.
     
    shakra00, mokmoki and ramil like this.
  18. potpot2

    potpot2 Well-Known Member

    Joined:
    Oct 15, 2007
    Messages:
    1,823
    Likes Received:
    159
    Gender:
    Male
    Location:
    Malate
    And it used to be that by now someone from btb will be here joining us in the thread already to explain their side. But now, nobody seems to care.
    I was a loyal btb customer for a long time too. But the last straw was last december when the freebie that comes with the ipad purchase wAs not available and following up about it was a painful process.
     
    shakra00 and abielbad like this.
  19. jetan

    jetan PhilMUG Addict Member

    Joined:
    Nov 10, 2013
    Messages:
    3,464
    Likes Received:
    980

    Not anymore just got their coupon it says there 10 percent but went there to buy a MB air they just told me it’s 5 percent for Apple products. Passed on it
     
  20. shakra00

    shakra00 Member

    Joined:
    Sep 11, 2010
    Messages:
    320
    Likes Received:
    9
    Yeah, they're really turning a blind eye now.
     

Share This Page

  • About PhilMUG

    Since the mid-1990s, PhilMUG (formerly the Philippine Macintosh Users Group) has grown to become not just the Philippines’ but one of the world’s foremost Apple user groups. Our online community brings together thousands of members from the Philippines and around the world for the latest news and discussions covering all Apple products and related hardware and software. Anyone can join PhilMUG, from newbies to experts, subject to our membership rules and guidelines.
  • Like us on Facebook

  • Buy us a beer!

    The staff works very hard to make sure that PhilMUG is running 24/7. Care to buy us a beer or help out with our hosting fees? We'd really appreciate it!

    Donate to us!