So the main question of the day is “How many electronic products have been purchased in Malaysia, made by Malaysian companies and are languishing in a desk drawer or cupboard because they do not work correctly”?, in some context and I am talking about new products here not second hand or similar?

The answer is probably many tens of thousands due to the return / repair policy of all the companies – or should I say lack of them.

If a product in a western country Europe, UK, America etc there are laws protecting us the consumer from bad manufacturers and practices.  In my country if something does not work it is immediately replaced or full refund given within 28 days no questions asked.

However purchase something in Malaysia and the story is different.  I purchased a low cost Android table by www.2lee.com.my the actual product was a Tablet 617-4, that I was not told at the time of purchase that the tablet that says it was designed for wifi use, does not really connect to the internet- mmmmm- wait, a wireless tablet that does not actually connect to the internet (It’s a known problem) and they actually sell this with the view to allowing you to try and connect to the internet, but actually does not.

Something wrong here is there not??

On the packaging it says you can connect to Facebook, Youtube, Google – but in reality it does not.

I called the company and told them the problem that is when she said did the sale staff tell you that is “has poor wireless connections”, if I had known this, I would never had purchased the item – would I?.  I was told to take it back to the place where I purchased it from, and they would “check it out for me” just in case I was doing something wrong, I arrived and told them the problem, they checked it out – Yes confirmed my problem – did not connect to the internet.  OK I said what happens now, she was then offering me more expensive tablets, that I had to pay the extra money for, I refused to do this.  I then asked for my money back, they said NOT possible, I explained to them, it is, as the product is faulty, your head office have told me it is a known problem, so I request a refund of monies paid, as why would I buy another more expensive product at my cost, to correct a mistake on this product that should have not been sold in the first place?. What assurances did I have that actual product work any better than the one I had?

I stood my ground, they phoned head office and we had chats about being offered a item that is 20% more expensive at no extra charge that supposedly had better wifi connection capabilities, but were they lying to get me out of there? – I do not know, as I refused this, and said I want a refund, item does not work, I would only be back tomorrow with the more expensive product when that one does not work.

She then said it’s company policy to check the unit out at the factory before giving a refund, I said how long does that take 1-2 months? – she said maybe 1 month after we get it back, I said I am not in Malaysia in the next 3 days and may never come back, as I am traveling.  She kept on about this company policy and I was not going to back down.

After some extra words with the sales assistant, she said you could come to our factory near KL, I think she said Selagor and we will check the unit out, and if faulty (already been confirmed by her sales assistant) she would give me a refund.  I have no idea where this company is, and would probably take me all day and cost me travel money as the company was not in the local area.

I asked will you reimburse me my travel expenses – she said NO.  So I would have to waste a days travel, find this place, have expenses of travel and I may get a refund at the end of the day but I bet I would not.  I said well I am not coming, not worth my time and effort for an unknown result.  I did ask if there another way, and she was hiding behind that “company policy again” there was no room for flexibility to a traveler.

At this point I was getting a bit mad, but at no time did I swear or shout, I kept my cool and tried to reason with her, she was not having any of it or in short she was not willing to help me, even though it was a known problem and her sales assistant confirmed it.  Where do I stand on this?.  I said to her I will blog about this and contact all the Malaysian newspapers once I had done so, I think she thought I was bluffing, well www.2lee.com.my I am not as I will send you a link to this blog.

So what do you do about a product that does not work, and the company knows about the problem and does nothing really to help you out, except put up walls behind the “company policy” wall.  This is a way to loose customers big time, as to all your readers in Malaysia avoid this company, as you have no redress what so ever, as it looks to me.  So you but something, does not work, and you have to spend MORE money to get a product that may or may not work, you have no idea until you get it home and try it.  What fs that one does not work as well, you then have to go back to the company yet again and try to tell them about the problem, but again they are not helpful, they say try this one, OH but that’s an extra x $ for the privilege of fault finding their known problem.

Eventually I am sure the average person would give up and buy a better brand that they should have done in the first place, we tried to save money, and I think these companies who produce these very low cost items fill a market, but only benefit themselves, as they do not offer any customer support (it’s too cheap – to allow them to invest in it), the design is poor as they have paid 20% less to the designers, but their skills are very poor, so they get a product that sort of works, but not all the time.

It’s all about cost cutting, and I believe we have done too much as the quality of today’s products are very poor compared to 20 years ago, how many things are we throwing away now, or are in the cupboard not working or are broken and we cannot get spare parts for???? – Many hundreds of thousands, if not millions.  If a company invests in the best designers, best technicians and production facilities, then you get a world class product with no flaws, and when you turn it on it works regardless of where you do that. – Its a throwaway society now.  We do not always build things that last, all due to cost cutting by accountants and senior managers who want to give big share dividend instead of giving a smaller dividend and a world class product to the world

Just think of Apple products, they look good, work every time, are pleasure to use, and once you have tried them you never return to the PC range of things.

All I know is I have a unusable product it cost 300 RM ( US $ 90) and it is the most expensive brick I have ever purchased, as that’s all I can use it for, as I cannot even write the above notes on it, as I have been unable to get connected to the internet to download a word application, I had to write the notes using conventional pen and paper, but at least a pen I purchased for around 10 US cents worked, flawless for many pages of notes.

Next time I am going to only buy well made product like the Apple IPAD, I would rather spend 1499RM instead of 300RM, as I would have a product I can actually use. I will be going to an Apple shop as soon as I can afford it.

So does any one want to buy a 300 RM android tablet with charger and all accessories in a box to use as a door stop?  Offers by email please.

An Update 25/4/12 I looked again at the tablet, and said to myself I will play the angry birds game well there is nothing else I can use with this brick worth 300 rm.  However it was initially installed on the device and since the sale assistant reset the device to see if it would work, she has now deleted this application, so I cannot even use the game.

Do these people actually know what they are doing when it comes to electronics – I do not think so.