 What's up internet? This topic was chosen by our YouTube members and you can see more about membership in the video description. So the shop has been around for almost 3 years now and in that time, nakabenton na rin kami ng items na defective and may bumalik sa amin, nag-tatanong pano yung warranty. Pwede po to palitan. And if you know hardware sugar, we take a lot of pride in our no BS warranty policy. Ano ba'y ibig sabihin nun? Basically hindi pahirapan yung warranty sa amin. We won't string you along, we won't say na come back after 6 weeks, we won't do a lot of the strategies, alam mo nang mga tactics nung ibang mga retailers para lang hindi sinasabi na no dun sa warranty claim, pero parang sobrang dini-delay nila until magsawa na si customer, kailangan yung customer mangulit and things like that. None of that BS happens here at hardware sugar. Sobrang simple lang, it's a 3 Rs with us. Repair, replace, or refund. When you come to us with a warranty claim, we'll just choose from those three options on how to act on your warranty. We don't even require original packaging like a lot of the other shops. So magkakwento lang ako nang ibang mga warranty stories that happened to us over the years, pero bago nung magkakwento yung sponsor natin and swak na swak yung sponsor nato para sa video nato. Ang video nato ay handog ng CDKOffers.com. Maram kang mahanap na ibang uri nung software dito. May games, apps, activation codes, or Windows 10. Check out our video on CDKOffers in the video description. Mabilis, mura, and, of course, legit dito. Madalil ang mag-order, search for the software you need, add to cart, check out, dan ka sa payment options nila, wala pa isang minuto, finished. May legit working CDK ka na sa software na pinilim mo. Gamitin ang aming promo code para makakuhapan ng extra 20% discount sa purchase mo. Kung naghanap ka ng mura, legit, and original software, check out CDKOffers.com. First warranty story is that TG panels break a lot, surprisingly. Before I put up the shop, gumagawa rin ako ng sariling rigs and I never had a TG side panel break on me. So, diisip ko na sobrang rare tung event nato. But when we put up the shop, when we started getting more customers, it's not uncommon. Maybe once every six months, every four months, may makakontak na, ui nasira yung TG side panel ko, nagshatter and how do we go about this. And to be honest, most of the time, the problem is human error. Ah, meanin naman ni customer na, you know, it broke because it slipped or they weren't careful or something else happened to break the integrity of the glass. But how did hardware sugar do? Ito, yung isang P350X na TG side panel, we replaced it free of charge. Matrex 55 side panel, also replaced free of charge. Another 350X panel, ito may small charge because it was out of warranty, but we were still able to get it from our supplier. And then this one, a replacement side panel for a Meshify C case, which also was free of charge. So, actually magandin track record namin of being able to replace side panels. Although, sa totoo lang, nahirapin talaga kami ngayon itong panahon na COVID, a lot of the supplies are not coming in or they're very staggered. So we've had a lot of trouble getting replacement side panels ever since the pandemic started. We did have one interesting case around six months ago. It was a Meshify S2 case and the side panel broke. And we couldn't get our replacement for the side panel. So, yung ginawa ni customer, pumunta siya sa local glass shop malapit sa kanila tas nagpagawa ng side panel. I thought this was very interesting of the customer parang thinking out of the box. And I actually saw the case, he brought it in, taninan ko. The glass looked pretty good if a bit thicker and heavier than what you would normally associate with a TG side panel. Pero yung major downside yung option na yun is yung adhesive. They had to use a lot of adhesive and kitang-kita dun, it smeared on the glass. So yes, the center part of the side panel is clear but on the sides, the top and the bottom, you can see where the adhesive was placed and it really smeared on the glass. As neat and as aesthetic as having a replacement side panel altogether but points for ingenuity. Sa amin, pag malinao na sira, replace ka agad. Leg itong RAM, the lower end of the RGB is obviously faulty, it's not in sync with the rest of the stick. So ito mga 6 hours lang between the customer sending it back as confirming na siranga and ascending the replacement. This case also, another case na medyo stuck yung RAM RGB or hindi siya in sync with the rest. Again, within the same day, napalita namin to. And ito naman, fan noon kraken M22 AIO, fan stop spinning, we replaced it within the day. Ito, may isang customer na bumalin ng buong rig and na nang couple of months later, nag fail yung PSU niya. Binilik niyo yung rig and unfortunately, wala na kaming model na ganun ng PSU. At the same time, yung supplier namin, hindi makakomit kung kailan dadating yung replacement unit. And the customer needed his PC for work. So what we did was, we lent him a power supply unit free of charge for the next four months. Sa states karaniwan to, talog nila loaner unit. But usually yung din na loan coach, hindi PC part. Ito sa states lang yun. I can't think of any PC shop that's lent a customer an item like we did. But we were happy to help our customer out kasi yun nga kailangan niya for work. At the same time, hiniintay namin yung replacement PSU from the supplier. Finally, dumating yung replacement PSU, we installed it in the customer's rig tapos nakakaya pa dyan. Siradan yung replacement unit. So we had to send him back with again, with loaner PSU and actually, hangang-hangang tagaw dito. The loaner unit was a cooler master 500 watt bronze and this was a high-end rig. The original PSU was 750 watts. Pero nakayahanan ni 500 watt CM power supply. Yun, the customer was using it daily for whatever, for gaming, for work. And the loaner unit served him just fine. Until finally, the supplier determined na, hindi na talaga may makakakuhahan itong unit na to, credit memo na lang dito sa shop. And so we told the customer will give you a full refund. We can't replace the PSU. And he's like, ya, no problem. And he used the refund to buy another PSU from us. Paminsan may kulang sa item. Hindi mo maywasan, some PC components come with a lot of different wires, screws, fans, and different anti-vibration pads. Very different minute things that are easy to misplace. Hindi mo rin maywasan yung human error, even the factory workers in China make mistakes. Paminsan, kulang talaga yung laman nung isang item. Like may error-cool case, pinadala namin, kulang pala nung screws. Or itong Coolermaster na fanpack, kulang nung SATA power cable. So these might seem like small items, but they were very important. Hindi gagana yung main item without them. So we got in touch with our suppliers and we were able to get replacements, which we sent free of charge. Yung screws, pinadala namin sa takloban, free of charge. Yung SATA cable na missing, pinadala namin sa bulakan, also free of charge. So even the small things, we really tried to make sure na binileyo ni customer, kompleto yan, para kay customer. Although sometimes, hindi gumagano yung item, kasi hindi lang talaga marunong si customer. Like one experience we had, we had someone in the army nakabaysya sa Fort Bonnie tapos lumilaysyan yung one terabyte na hard drive. No problem, pinadala namin. Problema, when he got it, he contacted us na hindi dang madetek sa windows yung hard drive. Usually our policy is, kailangan muna niya ipadala yung defective item before we issue a replacement. But because he mentioned na pinakitan na rin yung sa tech niya, you know, army guys have a difficult job so I wanted to cut them a break and I thought, sige, padala ko nalang yung replacement. So I sent over a second hard drive and meanwhile got the first one back. Yung problema, when we tested the first hard drive, wala naman problema. In the meantime, nung testing ni army guy yung second hard drive, nag-report ulit siya na hindi ulit madetek. So, login na yung shop, dalawang hard drive na nabuksan, isa lang yung nabile or we've only been paid for one. And as it turned out, there was no problem with either hard drive. Yung problema, the customer did not format the drive kaya hindi siya makita sa windows. And I don't know what kind of tech you are na di mo may isip na, kailangan i-format yung drive bago makita sa windows. But there you are. So I had the drive formatted the first drive. Okay na siya, formatted. I sent it back to the army guy. I got the second drive back. And when I got the second drive back, I had it formatted and tested nung problem. And the army customer also did not report any problems with the first drive nung nakaformat na siya. Basically, wala nang problema sa dalawang drives. Yung problema, hindi lang marunong si customer. And that's a difficulty talaga dito sa shop na, sometimes the customer will think na kaya niya yung parts, kaya niya yung assemble, kaya niya install. And more power, we encourage people to get into the hobby and to try assembling on their own. But they need to also be aware na just because it doesn't work, sira ka-agad yung hardware. There's a big chance na baka may human error or user error involved don't. And for the customer, it's all fun and giggles. Ay, di pala sira. Okay lang, thank you. Pero malaking problema yan sa for the shop kasi if we keep doing that, malalugi talaga kami. We keep sending out replacements na di pala kailangan. Hindi rin namin mabenta yung replacements na yun at the retail price kasi di na fair to the next customer kasi nabuksan na yun. Or at least the army guy, mukhang in good faith naman, hindi lang talagal niya alam panang kamiten yung brilliant hard drive. And also the tech na, di ko alam anong tech na yan. But we do get customers, unfortunately, na ginagamit yung lenient warranty policy namin para ibalik yung item even though hindi naman covered ng warranty. For example, itong MSI monitor binili ni customer. After a few days, bumalik siya, sabi niyo may dead pixels. Sabi namin, on a cursory examination, di namin makita, pero it's hard to see dead pixels kung bilisan lang and you know, and you can't use it for a long period of time. Pero yun nga, no BS warranty. We don't like making the customer wait. So we issued a full refund for the monitor. And then we started using it in the shop for our test rig. Day in, day out, takabukas yan, ginagamit yung mga ibang customers, ginagamit yung staff namin. Wala kami makita na dead pixel. Unipat ko kay Rafael, ginamit niya pag gaming, ginamit niya for everyday use. Wala rin siyang makita na dead pixel. Months later, ginamit niya, wala pa rin, binenta namin kay kenscast at a discounted price kasi basically second hand na siya. And kenscast has been using it as its primary monitor for months now. Wala rin siyang makita na dead pixel. So suspect siya ko, wala talagang dead pixel. If you know, at least twenty-twenty eyes have looked at this monitor over that period of time, wala talagang makita na dead pixel. So suspect siya ko, yung customer nag-anap lang nung dahilan, gumawa lang nung dahilan para, ay, for whatever reason, ayon niya yung unit and pinabalik niya. And if there's no defect, that's not covered under our warranty. You know, change of mind is not covered under our warranty. And again, if we keep doing that, malalugi yung shop. So I'm just trying to introduce a little bit the other side of the coin. Of course, as a customer, gusto natin na mabilis na warranty. But at the same time, kung tanggap lang, tanggap yung shop, wala ng shop. And yes, on one hand, medyo tangang kami for accepting the MSI monitor back. Pero kasi yung default state namin is to trust our customers. If you tell us it's not working, we will believe you. Diyon nga, baka dapat may warranty policy yung shop against customers that abuse our warranty policy. Kasi sa totoo lang, because for the customer, a no BS warranty is great. But for the shop, it can be deadly. Our margins are not that great regardless of what you think na sobrang overpriced nung ibang items. And I know some of you are thinking about that. Pero totoo lang, the margins are not that great. One or two items, especially expensive ones like monitors can really make or break the shop. Tapos isipin mo. That's just one item for one customer. But andaming ibang mga items na pwede yung mangyari na ganun. So we have to balance the no BS warranty against also the interest of the shop. And to be fair, hindi nga talaga covered yung change of mind or imagined defect sa warranty policy namin. So all of these stories are not meant to embarrass the brands kasi yung tingin namin dyan, no part works 100% of the time. Regardless gano ka premium yung brand mo, things will break down. And to be honest, as a shop, we're also not embarrassed when we sell something that breaks down. Kasi yung nga, the only inevitable thing in life are death and taxes. Everything else is probability and chances. Walang 100%. May mga items talaga na masisira. But what the brands and the shop should be ashamed about is if something really does break down, tapos hindi ka tinulungan nung shop mo, kung san mo nabilian. And that's where our no BS warranty comes into play. You trusted us with your money, you trusted us to give you a quality part. And when it breaks down, we won't break that trust. Replace, repair, or refund that item. Not to say that we approve all warranty claims. Paminsan, wala talagang problema sa hardware, yung software, yung problema. And this happens a lot with GPUs. Any builder, anyone who's been gaming for any length of time knows na paiba-iba talagay yung drivers. Paminsan, rock steady, sobrang stable, the next month, watak-watak na siya, ayon na magload yung ibang games. Even though two weeks ago, they were working fine. There's nothing wrong with our current hardware. The problem is software. And that's not covered by our warranty. Or sometimes you get customers that just don't want to comply with our warranty terms. For example, makalaga dito is that the customer bears the cost of sending the item back to us. And we've had a lot of customers from Davao, Negros, Cebu, wherever outside of Metro Manila, na sila talagamismo nagpapa LBC, nagpapa Ninjavan, however means they want to send it over back to us because we do need to determine our action on the warranty. And the majority of customers are fine with that. But there is a minority, a very vocal one na sakit sa ulo na sinasabi na dey dey maningwala ka sa akin, sira itong nabenta mo sa akin, magpadala ka no replacement. Tapos, when you tell them they need to send back the original item, dun sila nagagalit. Na, ay bakit ko pa ipapadala nandito ako sa some province outside of Metro Manila? Binantam mo to, dapat use it mo. These are very rare occurrences but they do happen they're an unfortunate minority. We're very clear dun sa warranty terms that you do need to send it back at your own cost. If you don't want to comply with that, then please don't buy from us. Buy from your local store if you're in Baguio, buy from your local store in Baguio, in Cebu, in Negros, in Davao, wherever you are, your local store if you buy from them will be your first point of contact. Na, of course, mas madali naman bumalik sa local store mo kay sa sana, ipadala pa yung item dito sa amin sa Manila. If you don't want to run a risk that you might need to pay for the item to get sent back here, then the best option would be a local store. And yung din yung frustration ko pa minsan na the customer wants everything. You know, I think hardware sugar really gives a lot already to the customer because sinabula namin ang shop na to kasi customers did kami and we were so frustrated with the service of other PC shops and so we put it up to be the exact opposite of other PC shops but that's not to say that walang obligations yung customer. We also ask certain things from the customer, very basic things like send the item back to us so that we can test it. And that's also why we suggest buying from your local stores. If not from us, marami ang PC stores na okay din dito sa Manila and outside of Manila but if you get it from internationally, like yung components magaling Amazon, galing New Egg, magaling selection, pa minsan mas okay pa yung price, pero yun nga yung warranty. You have very difficult time claiming on the warranty for items both abroad. And hindi ako magsisunong ngaleng sa inyo. Pa minsan, bumibili din ako for my own use because there are some items abroad na hindi talaga available sa atin. But I'm aware and I acknowledge and I'm comfortable running that risk that warranty might be a problem. And I wish for the minority of customers na sakit talaga sa ulo, they understand that this is a two-way street, that they also have obligations they need to meet before we can determine the warranty claim. Hindi lang bigay ng bigay yung shop. We sold you something, it doesn't seem to be working. At least give us the chance to examine the item to determine for ourselves that it's really not working. So these are just some of the warranty stories we've accumulated over the almost three years that we've been operating. I'll leave the link to our Facebook Album where we have more of the stories. And if you like hearing these stories or you mag-quento-quento lang to go to shop, let us know in the comments so we can do more of these kind of videos. And actually, marami ako kuna-quento sa livestream ko from the shop. I do a livestream every month from the shop where I talk about new stock, warranty stories, customer stories. And that's something different about hardware sugar. We're very open about the inner workings of the shop. And again, very different from a lot of the other big stores where parang fokusang nila benta. So Facebook posts nila puro benta, YouTube nila puro benta. And for me, that's boring. Yes, of course, as a businessman, as the owner of the shop, I want to make money. But at the same time, I really like PC parts. I think they're super cool. And if you go through some of my other videos, paulit-ulit kung sinasabi na the moto of the shop is cool parts to cool people. If you easily get frustrated, if you have a hard time understanding that you need to send the item back to us, then maybe you can buy from somewhere else. But I really... But we put apart hardware sugar so that we could have quality parts in the Philippines. And that's why this video is a part of that, a part of showing... the customer showing the audience sort of a little bit behind the scenes of what goes on and the many, many headaches in running a PC shop. Thanks for watching. And all the thanks in the world to our top fans, Christian Espinoza, John Ruben Ocha, ITX addict, Richard Ongkinko, Ian Meru, and Lia Magnaie. Your support really goes a long way to helping upgrade the production quality of the channel and we really, really appreciate it. Thanks so much.