IBM R50e Note Book - Neat Lanka (Pvt.) Ltd.

This complaint is made against Neat Lanka (Pvt.) Ltd. and IBM R50e Note Book.

Company name and address:

Neat Lanka (Pvt.) Ltd.

595, Galle Road

Colombo 6

Sri Lanka

Complaint:

The product: IBM R50e Note Book - S/N: skvt7284

Machine was bought on May 5, 2006, with one year warranty from Neat Lanka (Pvt.) Ltd.’s showroom at Jiac Hilton Shopping Mall. The machine costs Rs. 125,000/=.

The initial problem

After about three months of usage the following problems, with regard to the machine was experienced

* Machine did not start when start button was pressed. After the initial opening, machine does not run the operating system and a warning alarm goes off. Most of the time, all the power supplies to the machine has to be removed to end the alarm

* Machine starts after trying for several times and then can be switched off and switched on without experiencing the start up problem. But the problem does not go off permanently

* Mouse pointer did not work properly

* Internet ceased to function

* From the beginning, machine was considerably slow for its configurations

* Had problems in detecting a printer, when tried to install

Machine was repaired, but no details about the repair was given

Machine was given for repairs at Neat and they took almost ten days to finish. But when asked as to what repairs had to be done, the answer was “the relevant person was not available”.

Problem appears again

After one week of the above mentioned repair, the initial start up problem reappeared again. And the problem with regard to the mouse pointer, too, appeared several times. Also, there was a new problem where when started, some times, there were several windows running on its own and I can not do anything until the machine settles down on its own.

Problem reported for the second time, waste of time and harassment in return

I contacted the CEO (Larry Adams) of Neat before going to report the problem, as I wanted a concrete solution to this. CEO invited me to his office at Wellawatta (this is where the repair centre is situated too). But when I went there, I was referred to two other people (Sunjay and Sendil), whom I had to explain the problem individually. Then after making me wait for several minutes, the CEO referred me to another person called Asanka, and he went for lunch.

After that, these three gentlemen replied to me in a threatening gesture and said that the machine has no problem. Of cause, by that time the start up problem did not exist, as it does not happen every time, but the problem with regard to the mouse pointer was there.

By this time I realized that what Neat wanted to do was to delay the matter till the one year warranty gets expired.

CEO’s response, irresponsible, unprofessional and threatening

Been helpless among the three employees, I restore to speak to the CEO on his mobile, and the response I got was more surprising. He basically said that they are a big company and have sold machines even for Rs. 250,000/=. When I said that I will refer the matter to the relevant authorities, CEO said that they know how to handle those authorities. Finally I said that I will writ about this to the papers, and then he threatened me saying that I will have to bear the consequences if I do so. And I had no other option but to leave Neat with this injustice.

At the moment, I am highly disappointed with this machine and especially with the unprofessional and harassing nature of Neat. As a solution, I expect this machine to be replaced with a new machine or the mother board to be replaced, with warranty extended for one year from the replacement of the mother board.

I hope that you would understand the injustice caused and assist me in finding a reasonable solution from Neat.

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