I'm addressing this direct to the highest authority, the CEO, that he may know our complaint.
On August 18, 2016 we bought one (1) unit of NIDEKA laminating machine at National Bookstore in SM San Mateo, Rizal. We asked for its warranty and we were shown the printed mark on the box that says its warranty is one (1) year. Unfortunately, we returned said unit to your branch store in San Mateo for repair on January 18, 2017 (after 5 mos.) due to stock-up, with the said film still attached to the unit that cannot be removed.
Our staff, Patrick Jerald Arcega, made 2-3 follow-ups either by phone or personal visit whether the machine was already fixed. Until February 26, 2017 or after 1.8 months, we received a call from your said branch store that our machine is ready for pick-up. On the same day, Patrick picked up the machine.
However, on that same day when Patrick arrived in the school (M.E.J.I. Language Center), he checked the unit but the film that was stocked remains in the laminating machine and was not removed nor fixed by your branch store. What the heck did they kept the unit pending at their custody despite follow-ups without promptly checking nor fixing the problem for more than a month (1.8 mos.). Worst, they returned the machine with the same problem.
Incidentally, when I went to your San Mateo branch store on March 8, 2017 to accompany Patrick and to complain personally to the branch store manager, Rebecca Tagalog, she was even insinuating that Patrick was lying...that they fixed the unit, and when it was returned to Patrick the film was not stuck at the machine. What the hell are they talking about?
There's no reason for Patrick to lie because he was the one who brought the unit with the stuck film in the machine, and he was the one who got the unit on Feb. 26 and saw the same condition of the machine.
I took the actual picture of the unit with the stuck film, because they insist that it was Patrick who made it.
Now, they took our machine for repair on March 8 and informed me that they cannot exactly tell when it will be returned back.
In this regard, I demand for immediate repair of the unit not more than five (5) days from their receipt last March 8, and should be in good running condition due to our various pending lamination works in the school. Otherwise, I demand for replacement of a new unit. Further, I have no option but to seek media expose and legal action.
School Admin. Head
M.E.J.I. Language Center
No. 18 Brazil St. Greenheights Subd.
Ph I, Concepcion I, Marikina City
Contact No. (02) 634-8771