Tuesday, July 8, 2008

customer service? what customer service?

* lewat update. :)

finally got my long-awaited stuff from the "company" last night, around 7.30 pm. thank god i received everything in fairly good condition altogether. so far nothin' was broken, although i was excited to get that stuff back, i still couldn't accept the level of service they provide. serious shit i wasn't particularly impressed, especially the promises they make since last friday (6 days ago)...the chronology:

(fyi: the company's warehouse is located in Puchong)
last sunday: i was told that i would get "my stuff" by monday.
monday: so i stayed home all day, so they wouldn't wait for me. but they never show up, not even a phone call.i was already pissed when they told me the stuff is not there.a guy in the office promised me tomorrow. okay. tuesday then. you better mean it.
tuesday: as expected, they didn't show up. not even a freakin' phone call. i gave up. i said to myself, "it's okay la, send me in a year's time..if you're free okay?". and i wasn't being sarcastic. i was angry, but at the same time dissapointed with his ignorant attitude. if a delivery guy refused to deliver the stuff in any given circumstances and asked you for duit kopi, then why would he become a delivery guy in the first place?

a guy in the office promised me today.

thank god he did.

this latest event was one of the instances why i wasn't thrilled with the level of service provided in our beloved country, malaysia. the very reason why i chose the company in the first place was to help surrounding SME entreprenuer. i wish i knew better. if i knew this is the kind of service i would get, hmmmm i wouldn't even recommend that company to my friends. for real. my other true experience for the past few months. and no, i'm NOT making this up:

scenario number 1:
plannin' to watch a movie at Midvalley Megamall Golden Screen Cinemas a few monthss ago. i was left dissapointed when i was told they don't have change for my RM50 note. so i left and cool down at the adult shop. hahahahaha...come on, you're probably the biggest cinema chain in malaysia and you don't have change for RM50? i'll bring coins next time.

scenario number 2:
was having dinner at a pizza hut at ampang with my family last few months i think. it was very crowded with family and a few couples, considering it's a weekend. after dinner, i went to the cashier to pay our RM26.11-bill (i still have the receipt in my hand this very moment). i handed over a RM-50 note (again), and she was staring at the cash register for quite a while. without a doubt, i was again under the impression she didn't have enough balance. surprisingly, suddenly she handed me the balance on a plate. i counted the balance thoroughly, and discovered i only received RM22.89 instead of RM23.89. what? do you expect me to overlook the balance and leave the restaurant? if you don't have the balance, just told me nicely. we can work it out. don't act like you have enough balance, gave me the right amount, and it was PURE coincidence that there was no RM1.00 left in the cash register. and wait, a very establised pizza-chain store in malaysia, pizza hut don't have a RM1.00 change for a brother? there's something wrong there.

i told her nicely, "kak, camner nih, tak cukup seringgit nih...". with a straight face, she replied, "oh..yeke. okay...kejap yer...". like nothin' happened. she didn't bother to check! she continued to entertain other customers and told me repeatedly to wait. hehe come on dawg, do somethin'. tell your manager or somethin', that you're out of cash, rather than let me wait like a fool. when i started to talk sarcastic, she called some waiters and asked them if they had RM1.00 on 'em. after a while, i finally got my RM1.00 and left the place, swear not to come here again.

when something *** up like this happened, we can't help but wonder the unbelievable level of service we're experiencing here. there was practically NO customer service. non-existent. when we customers come to a shop (especially in shopping malls), we would be treated like we don't actually belong there (in some cases, not all). with an annoying stare, they even have the impression we wanna rob his/her shop to their eyes, we're just criminals, or just a lower/middle class people who couldn't afford but to watch. if you have that kind of perception to the customers all the time, who would wanna come again?

i'm out. laters.

just my 2cents at 10:25 PM |

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