A food-and-beverage outlet manager bought a specialised, high-performance laptop with the intention of enjoying video games after work.
Paisal Salman, who works in Singapore, paid RM8,999 for the laptop sold by one of the largest IT and tech retailers in the country with an outlet at a shopping centre in Johor Baru.
The claimant and his wife went to the retail outlet inside a mall located along Jalan Tebrau on Dec 1, 2025, and after looking around, they settled for the laptop priced at RM8,999.
“The sales person unboxed the item in front of me to inspect the laptop and it was in good working condition,” Paisal said when met outside the Johor Consumer Claims Tribunal at Menara Ansar, Johor Baru.
However, the 34-year-old claimant said the laptop started to give problems five days later.
He encountered an automatic shut down, the system stopped responding to mouse clicks, and the frame rate (FPS) fluctuated.
“I went to the retailer to troubleshoot on Dec 21, but the technicians there failed to restore the system to its normal, working condition,” said Paisal.
The technicians suggested the claimant send the laptop to the service centre at Sri Plentong Industrial Park in Masai, Pasir Gudang, which Paisal did on Dec 23, 2025.
“They replaced the motherboard, the storage and upgraded the Windows, but the problems still exist until now, despite sending the laptop to the service centre five times,’’ he said.
During the hearing, respondent gave the claimant two options – to refund the money although no amount was set, or replace the claimant’s laptop with a new one.
The claimant said he wanted a refund and left it to the Tribunal to decide on the amount deemed appropriate.
Tribunal president Lee Chee Thim in his judgment said it was the responsibility of the respondent to guarantee that the laptop sold to the claimant was in good working conditions.
“The claimant bought the high-spec laptop for gaming as advertised by the retailer, but it started giving him problems only after five days, even after the parts were replaced, it remains the same,” he said.
Lee ordered the respondent to refund RM7,200 to the claimant within two weeks, after deducting 20% depreciation as the laptop was used by the claimant for five months.
He also told the claimant to return the laptop upon receiving the money.
Those who need assistance in regards to Tribunal matters can call 07-2271755/1766 or visit the Tribunal office at Level 17, Menara Ansar, Jalan Trus, Johor Baru, from 8am to 5pm on Mondays and Thursdays, 8am to 4pm pm Fridays, except on the Federal and Johor public holidays.
