I am extremely disappointed with my recent experience with Brightstar Low Yat. I have been a returning customer for years, and this is now my fourth PC purchased from Brightstar. Unfortunately, after this experience, it will most likely be my last.
I spent approximately RM15,000 on this desktop. Before making payment, the service was excellent. Communication was responsive, everything sounded professional, and I genuinely felt like I was being treated as a valued customer.
Unfortunately, the experience changed completely after payment was made.
I was supposed to collect my desktop on Saturday. Before going to Low Yat, I sent messages in the official WhatsApp group asking what time I should come to collect the PC. I received no proper response. My messages were basically ignored.
Since nobody provided clear instructions, I eventually went to Brightstar Low Yat myself.
I initially went to the technician/service area because Brightstar has different sections at Low Yat, and based on my previous experiences bringing my laptops and PCs there, that was the area I was familiar with.
At first, nobody seemed to know what was happening with my order.
However, I want to specifically give credit to one of the TECHNICIANS there.
He was from the technician team — NOT sales and NOT the online team — yet he was the person who actually came over, asked me what was going on, listened to the situation and genuinely tried to help me figure it out.
I really appreciate that.
This person technically wasn't even responsible for my sales order, but instead of ignoring the situation or saying, "Not my department," he made an effort to help a customer who was clearly confused about what was happening.
Unfortunately, when we eventually went over to the sales side, the experience was completely different.
I found it extremely disappointing that a technician, whose job was not even to handle my sales transaction, appeared more interested in helping resolve the situation than the people who were actually on the sales side.
From my perspective as a customer standing there, some of the sales staff appeared to be sitting around and chatting while I was trying to figure out what had happened to a desktop I had already paid approximately RM15,000 for.
Then came the part that really shocked me.
From what I understood, one of the people involved was an OM/manager. Instead of first checking my receipt, verifying my order, contacting the online team, or checking internally with Brightstar, I was told that perhaps I had purchased the PC through Lazada or through an agent/reseller.
Seriously?
Think about how that sounds to a customer.
I have already paid approximately RM15,000.
I am standing inside Brightstar with my receipt on my phone. I am explaining that the contact number I dealt with came from BRIGHTSTAR'S OWN WEBSITE.
And instead of someone saying:
"Let me check this internally for you."
I am suddenly hearing about Lazada and agents/resellers.
For a moment, it genuinely made my heart drop because the way the situation was communicated made me question whether I had somehow been scammed.
Please understand how serious that feels when you have just spent RM15,000.
Don't start making assumptions in front of the customer before checking your own internal systems and teams.
CHECK THE RECEIPT.
CHECK THE ORDER.
CHECK THE PHONE NUMBER.
CALL YOUR ONLINE TEAM.
Then explain the situation to the customer.
Eventually, guess what we discovered?
I WAS DEALING WITH BRIGHTSTAR'S ONLINE TEAM.
So yes, my purchase was legitimate.
This entire uncomfortable situation could have been avoided with basic internal communication.
I had already told them that I obtained the contact number from Brightstar's own website. If someone had simply checked internally first, there would have been no reason to make a customer who had already paid RM15,000 worry about whether they had purchased from some random reseller or agent.
I understand that Brightstar has different departments.
I understand that the technician team, physical sales team and online team may operate separately.
I do NOT expect every employee in Low Yat to automatically know about every online order.
What I DO expect is for your staff to communicate with each other before making statements that unnecessarily alarm a customer.
And ironically, the person who demonstrated that kind of customer service was the TECHNICIAN.
Again — not sales.
Not online.
The technician.
He saw a customer having a problem, came over, asked what was happening and tried to help.
That is what customer service looks like, and I genuinely appreciate his effort.
The overall experience, however, was unacceptable.
Before payment: responsive, attentive and customer-focused.
After spending approximately RM15,000: messages ignored, no clear collection instructions, confusion when I arrived, different departments apparently unaware of what was happening, and then being made to question whether my purchase was even legitimate before anyone properly checked internally.
Brightstar seriously needs to improve communication between its online team, sales team and technical team.
Your customers should not have to run between different departments trying to figure out who actually knows about their order.
And your technician should not have to be the person stepping in and trying to solve a customer service problem while the departments responsible for the transaction appear less concerned.
The most disappointing part is that I am NOT a first-time customer.
This is my FOURTH PC from Brightstar.
I kept coming back because my previous experiences gave me confidence in the company. That is also why I was comfortable spending approximately RM15,000 on another desktop.
After four PCs, I genuinely never expected to be writing a review like this.
I'm not complaining because one employee didn't immediately recognize an online order. Mistakes happen.
I'm complaining because of the complete experience: excellent attention before payment, poor communication afterward, being ignored when asking about collection, internal confusion when I arrived, and the completely unnecessary panic caused by suggesting Lazada or external agents before properly checking my receipt and verifying the transaction internally.
Brightstar management really needs to review how online purchases are communicated to the Low Yat teams and how customers are handled when there is confusion between departments.
Customer service does not end when the customer's payment goes through.
If anything, that is when you need to prove that the trust the customer placed in your company was justified.
To the technician who came over and genuinely tried to help me: thank you. You were one of the few positive parts of this experience, and I want that to be acknowledged.
But as for my overall experience with Brightstar, I am extremely disappointed.
Four PCs from Brightstar.
Approximately RM15,000 spent on this latest desktop.
And unfortunately, unless something seriously changes with the way customers are treated after payment, this will most likely be my last purchase from Brightstar.
Data doświadczenia: 05 September, 2026
Data doświadczenia: 05 September, 2026