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Why you can trust SCMP
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Reader William Sim bought an Archos AV530 movie player for $4,500 last November. It broke down after a month and a half.

'I sent it to Jebsen & Co, the agent in Hong Kong. I was told the repair would take seven to eight weeks. Now it's almost 11 weeks and there is still no reply from Jebsen,' he said.

'I called them twice and the reply was still the same: no news yet from the manufacturer. They do not know the status of the repair or if it will be replaced. They just tell me to wait. I am surprised that Jebsen, as the sole agent, is unable to provide any detail at all.'

Following a Take Action inquiry, Jebsen has sent Mr Sim a new player and extended his warranty for two months.

'While manufacturer Archos has agreed to replace the defective machine, it has run out of stock in Hong Kong,' a Jebsen executive said. 'Because the manufacturer could not promise a date, we did not want to disappoint Mr Sim with a delivery date that we might not be able to keep.

'However, as soon as a new machine was ready, we gave it to our client immediately as well as extended his warranty for two months to compensate him for the delay.'

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