Dear Mr. Hadi,
Let us begin by saying that we are supportive of your journey from Malaysia to London on the IAMALAYSIAN program.
Having been in regular contact with you, we understand the many challenges you have faced in getting to this stage of your journey.
Though it might seem like we are very distant, we feel like we have shared some part of your journey where we helped to:
• Facilitate a quick warranty check and provided technical advice to ship your original notebook to us for service
• Brief and prepare the service center to treat your repair job as a critical priority
• Repair your original notebook and secured a replacement notebook to be put on standby as well as arranged for an international courier company to send the notebook out, all within one day.
• Shipped your original notebook to your location in Srinagar, India
Unfortunately, even being the global company you recognize us to be, we were unable to influence Malaysian Customs to not detain your original notebook and we were unable to prevent an international courier company from damaging the notebook we rushed to repair.
However, we are doing our best even now, to try and give you a positive customer experience. Sringnar, the city you were last at in India experienced riots the day you left (we are glad that you left safely) and we have been in constant contact with the international courier company to securely send your damaged notebook back to us so that we can swap hard-disks with the replacement laptop and have that sent directly to you.
Again, we are there with you as you ride from city to city and we wish you all the best.