What's happening with BTB's service?

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

  1. jayparalejas

    jayparalejas Well-Known Member

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    Chat with apple support first. I was able to get a repair request for my service battery MBP 15 2017. agent said I was covered by the free replacement for the whole bottom case. chat was july 21, scheduled with powermac at july 23, 2020. they called, said to backup and reformat. lead time for the repair was 1-2 weeks.
     
  2. d.know

    d.know Member

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    That was literally the first thing I did.

    No idea why in your case they set a schedule on your behalf, but on mine they kept putting the onus on me. Kept giving me the roundabout "please check until an available appointment appears" or "we can only see the schedule for the next seven days".

    Calling PMC directly is the same, it's either "Apple controls our schedule via the website" or "try to refresh every morning and check if the new day has a free slot".
     
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  3. jayparalejas

    jayparalejas Well-Known Member

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    I was able to drop off my unit today. I guess keep chatting with apple support for a schedule. Was there today at 1pm and they accomodated me coz no one was there literally. I am the only customer for the day. The service center name is mobile care by powermac.
     
  4. jayparalejas

    jayparalejas Well-Known Member

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  5. d.know

    d.know Member

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    Update:

    three weeks have passed and my phone is still “queued for repair”

    And I guess they gave up on responding to people and have stopped answering their phones because I tried calling yesterday and today for at least an update on the backlog but no one is picking up
     
  6. alikishi

    alikishi Well-Known Member

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    In my case, after roughly 33 days, BTB texted me that it's my time for diagnostics :) diagnostics palang to ah. Not sure how long diagnostics will last and how long ordering of parts will also last
     
  7. alikishi

    alikishi Well-Known Member

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    H
    Just an update, I was able to get my laptop already. Total wait time since I left my laptop is 10 days lang :)
     
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  8. d.know

    d.know Member

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    They probably didn't need to order parts abroad I guess?

    This week will mark the fifth week that they're still waiting on a replacement phone from Singapore. I really think this is terrible customer service on part of Apple and their official resellers. Might complain to DTI, idk. Lawyer friend tells me I have a stronger case if I have a dispute that falls after the warranty period but adjusted for how long my phone isn't actually with me (2 months!)
     
  9. d.know

    d.know Member

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    Juices Cries.

    Finally got an update.
    The replacement phone hasn't even been ordered yet!
    That's because they were waiting on NTC permit and registration, and now I'm told they were waiting for OMB permit as well? iPhones have optical media now? Holy hell.
    What's even more hilarious is that while they were waiting on this OMB permit, the previous NTC permit expired and now they have to do it all over again?

    Skeletal workforce my ass. I know people with companies kept afloat by less than the number of fingers on your one hand and they get things done with government offices just as fast as they would before a pandemic. This is just hilarious ineptitude from a freaking service center.
     
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  10. kcirecarg718

    kcirecarg718 Well-Known Member

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    You can call AppleCare Philippines and ask for a replacement since you have been without your phone for 5 weeks already.
     
  11. d.know

    d.know Member

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    I'm not covered under AppleCare anymore, but I'm still under regular warranty so I decided to give Apple a call, they were concerned why this whole service saga is taking two months and did their own investigation.

    Remember a BTB rep told me they haven't ordered a replacement yet on account of their permit requests expiring, Apple found out they did ship out replacement phones as per their request already and it's just been stuck in customs while BTB is sleeping on permits.

    I really do not buy the whole skeletal workforce issue. I personally know people who get all their import permits, including NTC and OMB, within one week, even during these times. BTB is trying to make it appear that it's the government's fault when it's their negligence.
     
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  12. chibographer

    chibographer New Member

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    Wow... I'm gonna buy sana on BTB for the upcoming ip12 but since eto ang nabasa ko, i might go with other premium resellers. Kakajoin ko lang ng Philmug kase I'm lookin for a premium reseller with the best warranty here in PH. It seems so far mukhang APPLE USA website na lng ako bibili via kango express.
     
  13. guwapito

    guwapito Well-Known Member

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    you can still buy your stuffs at BTB, but for servicing them just in case, you can look into different service centers.
     
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  14. chibographer

    chibographer New Member

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    Do you have a suggestion? I am an android user and never got any apple product before. So i have little to no knowledge on Apple SC's here in PH.
     
  15. Daughter of Pismo

    Daughter of Pismo New Member

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    I had my 13 Macbook Pro's battery replaced under warranty. Good service but it took them a month to do so. Good thing I have an iMac as a second computer.
     
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  16. primo1

    primo1 Member

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    Do you know what the heck is happening with BTBs service?! It looks like it’s gone from bad to worse! Right now I can’t call any of their phones! Nada! It’s either busy or it’s not accessible (that means they deliberately hung the phone).

    I’ve seen this firsthand, they do not answer the phone even if it rang 3 times (I was in that particular store that time). But earlier that day they did not put the phone down properly so no customer would be able to call it.
     
  17. Seven Leaves

    Seven Leaves Active Member

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    I find BTB prices a bit too high. I used to buy from them but now I just buy my iPhones in other stores in Greenhills at better prices. As long as the unit is NTC approved any official service center can repair your iPhone within warranty
     
  18. Salaryman Ryan

    Salaryman Ryan PhilMUG Addict Member

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    I used to buy a ton of Macs from them. My biggest purchase was over a dozen Mac Minis for the computer room of a school I run. BTB's service was top notch back then and their discount prices matches US prices. Charlie was very hands-on and accommodating. Unfortunately they dropped support for Philmug and Charlie seem to have disappeared from the public view so I mostly buy from the Philippine Apple Store now for their substantial educational discounts and convenience.

    I don't blame them though since they are a business. I guess the money now is in installment plans and selling in malls where people are willing to pay high prices for Apple goods. I just wish they have a list of loyal customers from Philmug and continue to offer them discounts. This year alone I bought 3 Macbook Airs, 2 Mac Minis, and five 24 inch iMacs from the Philippine Apple store for business, friends, and relatives.

    I still use their service center in Virramall and so far my experience with them is pretty good.
     
    #158 Salaryman Ryan, Nov 14, 2021
    Last edited: Nov 14, 2021
    Zoey and Seven Leaves like this.
  19. ZeroCool

    ZeroCool Active Member

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    Agree to this. Very tough to call their stores to inquire about product availability. Even on their FB messenger, they don't really respond to messages. I wish they just set-up a Viber mobile number on every branch so you could chat on them easily, just like what PMC did.
     
  20. dasaint

    dasaint PhilMUG Addict Member

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    It has been years since I got anything from them . I now buy from Power Mac where the staff knows my name.
     

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