Earlier this week, we reported that a few iPhone buyers complained online about how they were forced by an authorised Apple reseller in Malaysia to purchase a protection plan along with their new device. After reaching out to Machines, they did, in fact, confirm that it was compulsory for buyers to get a protection plan for certain cases.
You can read more of the situation in detail in our previous article, but essentially, customers complained online that they were forced to buy a protection plan if they chose to pay through a 0% installment plan. There also wasn’t an option for them to buy the Apple iPhone of their choice without it—unless if they paid in full.
“Isn’t it illegal to force a bundle like that? At the very least highly unethical,” wrote a commenter.
The buyers did not specify which authorised Apple reseller they were referring to. However, when I tried contacting both Machines and Switch for clarification on the accusations, only Switch got back to me quickly—saying that any protection plans under them are optional.
As for Machines, customer service got back to me after a day to confirm that it is compulsory for customers to purchase an add-on protection plan if customers opt for one of their payment plans. A page in their website also solidified their confirmation, as it does look like they require customers to buy the protection plan if they buy the device at a retail store—but it depends on the participating bank.
“The Machines Protection Plan (MPP) is completely optional when customers purchase with a lump sum, or with most credit card instalment plans. However, only some banks with certain repayment periods require a bundle with the MPP, which is a minority compared to the other easy payment plans available at our retail stores,” said the Machines customer service representative.
They also added that anything beyond this chart is not part of their SOP, nor it is part of their staff training programs. So, if there are customers who are being forced to purchase the MPP despite being optional, they can reach out to Machines and they will take action on their end.
So, according to Machines, the reason as to why they make the added protection plan compulsory is because certain banks require them to do so. In their website, the protection plan add-on is required through a handful of banks depending on how long the payment plan is. For example, the protection plan add-on is required if you’re paying for an 18-month plan through Standard Chartered, but it’s not required for other plan lengths. These compulsory plans are also only really offered if you’re buying a device in the retail stores, not online.
However, Machines’ response also seems like they’re using the banks as a shield for the matter. Why do these banks require such a specific condition—and only for retail store purchases? It sounds like they’re trying to just charge customers more for buying the devices in retail stores.
It’s good to get familiar with the payment plan chart on the Machines website before you go in to a retail store for your purchase. If a sales representative insists that you need to get a protection plan with your purchase, even though you don’t need one, you should be able to report them to Machines through their Facebook page, Whatsapp, or through their hotline at 016-6999887.
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