Category: Service

• Horrible City-Link Express Courier Service

  12.11.13 |Service| Permalink | Comments Off on Horrible City-Link Express Courier Service

  I really had the worst customer experience with Malaysia City-Link Express Courier Service. It started when my purchase didn’t arrive after 3 weeks. The online tracking system is practically useless. I called to the KL HQ and they told me that the Penang agent will call me back. No calls back and I had to follow up a couple of time. Yet no calls from them and this happened on Friday.

  The courier man came on a Saturday but I was not at home. He should have called to make arrangement so that I can be home to receive the parcel. So he left me a card. The card has invalid address and contact number. Can you believe that?

  On Monday, I follow up with them again. KL HQ asked me to call Penang team directly. A sleepy head picked up the phone. She told me the delivery guy already left so the parcel can only be delivered the next day. I waited so long, what is another day.

  Next day, there was no sign of the courier man. I called the Penang customer service again. A lady picked up but didn?t know how to operate the phone. After talking to her halfway, I heard the voice machine came up??!! I called again, now I think I am all steam up and the customer service had the guts to tell me that the system said, “Pick up” meaning that I have to go to the office to pick it up. If I wanted to pick it up myself, I would not have called so many times. I asked for the manager’s contact. I called the manager, he agrees to deliver the item by today. Yet no sign of him.

  City-Link Express is unreliable, horrible customer service and empty promises!!!

  Think twice or three times before using them at all!

• Willingness

  06.20.12 |Service| Permalink | Comments Off on Willingness

  I ordered something online in an US store and intended to send to my friend in US. However when I checkout, the shipping address, it became my billing address. I wasn’t sure it was my fault or system bug. Anyway when I discovered it, the shipment went out.

  I had to make a long distance call to the store customer service. Thanks to Skype VOIP that it is not very expensive for the call.

  The CS rep picked up the phone. I can hear from her voice that she must have a bad day. I told her the problem and asked her to help called Fed Ex to change the shipping address. She told me she cannot do that. She said either I go pick it up from the Fed Ex nearest location or I have to call Fed Ex myself. The fact is Fed Ex only will entertain call from the shipper that is the store and not me. Anyway I asked for her manager and she put me on hold. Later the phone got disconnected.

  I called the second time and another CS rep answered. She sound nicer and was willing to help. She told me that she will key in the new address into the Fed Ex system. Later my parcel arrived safely. Thanks to her.

  The moral of the story is whether one is willing to help or not. If you are willing, you can make you customer happier. If not, you are not suited for this job as a Customer Service agent.

• Penang Hard Rock Hotel CheckIn Not So Rock!

  09.03.11 |Hotel, Service| Permalink | Comments Off on Penang Hard Rock Hotel CheckIn Not So Rock!

  Recently I was really frustrated with the check in process at Penang Hard Rock Hotel. I made a reservation for a seaview room 4 to 5 months back, using my stage pass complimentary voucher. It is clearly written, if I booked on Sunday to Thursday, I am guaranteed a seaview room.

  On the check in day, the front desk told me no seaview room. He argued with me that it is only based on availability. I am really annoyed that he didn’t know the stage pass terms and condition. He still insisted it was based on availability. Next he told me that I booked a hillview room. My reservation clearly stated a seaview room.

  Then he asked me to wait 15 to 20 minutes. My family waited. He didn’t bother to update me after 30 minutes. I had to go to the front desk to ask again. After which he told me that he cannot get a seaview room for me. I asked him to escalate to his manager. He pulled along another staff.

  I had to repeat my situation, she told me that she will check but need to wait another 15 minutes. I waited. Still no news after 15 minutes. I didn’t see any action being taken either, no updates.

  By the way, I arrived at the hotel at 1:45pm, they finally gave me the room at 3:10pm. Lastly, one of the staff told me that the check in time was 3pm. The staff should have told me that upfront rather than asked me to wait 15 minutes after 15 minutes. They didn’t even bother to serve us any welcome drink while waiting. It really spoiled my entire stay at the hotel.

• Paypal Limitation

  03.30.11 |Service| Permalink | Comments Off on Paypal Limitation

  I got a big surprised from Paypal, nothing to cheer about. Paypal sent me an email stating that they will limit my account until a proper verification is done. The verification is to submit a utility bill with my address and a code. The code will appear in my credit card statement when they charge a RM10 to it. I will make sure they reimburse my RM10.

  Yeap, this is annoying because I have to pay for one of my Ebay stuff I just won. I quickly submitted the documents that they wanted. I don’t have any utility bill as all of it is under my husband. So I submitted my bank statement.

  Next, they wanted more stuff. They wanted details of some of my photo ID, transactions and email proof. Wah Lau Weh….

  I was in a happy mood, so I submitted it. They provided links for me to attach documents. There were 5 links. 2 of it gave up on me. A tip, never try to type details on their input box because it is only 1000 characters. I wrote everything in a txt document, convert it to pdf and attached it. By the way, they only take in pdf, jpg and other image formats. Don’t try sending in a Word file.

  I made a call to their help desk and 2 of the links didn’t work. By the way, some of those transactions were payment for ads on my blog. The agent who answered my call didn’t know what that was and wanted to write to the ads company. It is really fine by me but I am not sure if the company will entertained them. What I was not happy with was the agent told me that if the companies delay in replying, the restoration will be delayed.

  I escalated it to her manager. Her manager called me and told me what was wrong with my account. She told me that my account phone number was link to an inactive account. I suspect it was my hubby’s account so I just turn around to ask him. Yeap, it was. I told them, please write to my hubby. Ha! I said, they should not penalize me for my inactive hubby’s account.

  Tip No2, try not to use home phone number but office number if you are having a direct line.

  The manager was kind enough to restore back my account but I have to go through the pain. Better withdraw my money from there!

• Efficient Malaysia Immigration

  08.25.10 |Malaysia, Penang, Service, Travel| Permalink | Comments Off on Efficient Malaysia Immigration

  I must say the Malaysia Immigration for passport renewal has improved. Kudos to all the staff there in Penang!! First they sent me a reminder stating my passport is about to expire. I will travel soon so it really helps me to get it renewed. I don’t want to be at the immigration gate only to find out my passport is not valid.

  Secondly, I can download the renewal application form from their website. I remembered I used to queue for that form and also need to pay RM1 for it. It is also a waste of time because a number is given only after you filled up the form.

  It only took me 30 minutes to get everything done. However it still takes 2-3 hours before I can collect the passport on the same day. I collected the next day instead.

  Next is the US Visa application. The online form is driving me crazy. Imagine I filled up half of the form and it all vanished into thin air.

  You can download the form here.

• TNB Online

  08.16.10 |Malaysia, Service| Permalink | Comments Off on TNB Online

  TNB has just provided a way for us to check the payment or status of the usage of electricity in our home. Lately there were some news about tenants not paying their electricity bills and it was amounted up to a shocking RM50K (~USD20K) without the land lord knowing it. After the tenants left, the land lord is left with a great debt. Worst is the land lord cannot sell or rent out the property with money owing TNB. The land lord must clear the bill.

  However, most of us will wonder why TNB didn’t cut the electricity when the tenant didn’t pay the bill. Worst was, one of the case were related to an employee of TNB where he went through the back door to have his electricity re-connected back after it was cut. More stories here for TheStar newspaper.

  If you are a land lord, better go sign up to the TNB Online and monitor the bill of your property closely. You can go to www.tnb.com.my and look for the e-service.

  
  
  

• Useless TAC

  06.25.10 |Service| Permalink | Comments Off on Useless TAC

  When you build a security system such that no one can use it, it is useless. I was trying to book some movie tickets from GSC using M@ybank to pay for it. I tell you it is a real pain! The bank encourages us to do Internet banking but putting a bad security protection such as TAC (Transaction Authorization Code) just make their ease of doing transaction USELESS!!!!

  Here is what I encountered. I reserved some seats for Toys Story 3 at the GSC website and I select to pay by M@ybank2u. It brought me to login to M@ybank2u, everything is fine and I click request for TAC. Wait…wait….wait…wait….never came. The screen logged me out, it is a security feature. Guess what? The TAC came BUT I CANNOT USE IT because YOU LOGGED ME OUT! The TAC is only valid during that login. *GERAM BETUL NI*

  I tried 3 times and I gave up. I resort to use my Credit Card to pay instead.

  Please M@YBANK, you should go and relook into your Internet Banking Tool. If not, it will sit there to collect dust.

• Consumer Tribunal Case

  05.12.10 |Service| Permalink | Comments Off on Consumer Tribunal Case

  Here is how you submit a Consumer Tribunal Case…

  You can go to the online to submit your case here. First you have to register to get an account to login.

  With that account, you (Penuntut) can submit Form 1 (Borang 1), state your case and the party you want to claim from (Penentang) online. If you are not sure whether it is a valid case, you can submit an enquiry without any fees and wait for their reply. The system doesn’t send any notification, so you have to go in to check every now and then.

  After you submit Borang 1, you need to pay RM5. You can use internet banking to transfer the money. A receipt will be given to you.

  Print out the Borang 1 and you need to send or give the Borang 1 to the party with a witness. If you are sending, you need to register the letter and get AT (Akaun Terima) card. Ask the post office about AT card. The AT card will indicate that the party has received your Borang 1 and details of the case. The AT card will be send back to you by the post office if your party received the registered letter. Ensure the address is correct. No AT card, no case! If got AT card and the defendant didn’t attend, you will be awarded.

  AT Card:
  

  Wait for the hearing date listed on the Borang 1 and a blue Borang 4 will be send to you. Remember to bring your myKad, AT and Borang 4. Important: If you have evidence, bring it with you.

  The defendant will need to submit a Borang 2 which contains his defendant statement. You have to read through it before the hearing. Some defendant may want to settle and if you agree, just tell the judge before the hearing. The settlement will be documented.

  On the date of the hearing, you and your defendant will be called. Judge will advise for a settlement to get a win-win situation. If not, hearing will begin. You will give your statement and your defendant will give his. Show all your evidence if judge asked.

  If you are awarded, you need to wait for the awarded letter. Within 14 days, the party has to pay you whatever you are awarded. If not, they will be fine or jail or both.

  In Summary:

  1. Register an account in
  http://ttpm.kpdnkk.gov.my/portal/index.php?option=com_content&task=view&id=53&Itemid=43
  2. Submit Borang 1
  3. Pay RM5
  4. Print out Borang 1 and send/give to the defendant. If registered letter, get the AT card.
  5. A blue letter Borang 4 will be sent to you.
  6. Wait for hearing date, be on time.
  7. Bring myKad, Borang 4 and AT card.
  8. If awarded, get awarded letter.
  9. Case closed.

  Simple right?

  Here is the award letter against Celcom….
  

• Oh Pizza Hut

  03.10.10 |Food, Service| Permalink | 1 Comment

  Do you believe it that twice I went to Pizza Hut here in Penang, Malaysia, twice they do not have what I ordered? They are always running out of food. I am very curious how they do they inventory management.

  I ordered pasta, they told me no penne pasta.

  I ordered salad, they ran out of coleslaw and another time, ran out of thousand island sauce.

  I ordered ice-lemon tea, they ran out of ice.

  I ordered ice-cream, they ran out of strawberry or chocolate flavor.

  Management if you are reading this blog, you better upgrade your food inventory. If not, you are just chasing your customers away unless you don’t bother. I wonder if one day, you will run out of pizza to sell.

• Maids

  03.01.10 |Service| Permalink | 2 Comments

  A lot of us have bad stories about their maid but for some of us, we may have some good ones but never bother to tell.

  I must say I had a maid who drove me up the wall and I decided to let her go back. Then I went for a part time maid. How did I find this part time maid agency? They drop in info to my mail box and I called them up. At first the maids they send to me were not good, one took a long time to clean 1 room, another practically took down all my stuff from the shelf to wipe but don’t know how to put it back and one didn’t have a clue what cleaning was all about. Finally, they sent one which I stick until she went back home. The agency sent another one which is as good. So far, I am sticking with this agency because they trained them well. The rate is RM9 per hour, minimum of 5 hours.

  We do have bad impressions of maid, probably from horror stories we heard from people. Or it is us that we set high expectation of them. If they do not meet it, we get angry and scold them. When they are scolded, they perform worst and it is a vicious cycle. End of the day, both losses. Extreme cases end up in newspaper headlines. I can safely say, most of them are not trained at all. Who is to be blamed? The agency and not the maid but the maid kena left and right.

  Anyway, I want to say good things about my part time maid. She does her work very well, everything she does is clean and tidy. She is honest, she returns back the money she found in pockets while doing the washing. One day, I had to leave her at home alone because I had another appointment. I know I shouldn’t but I have no choice. When I return home, everything was done accordingly. She didn’t even take the opportunity to be lazy. Only complaint is, often I have to remind her of certain places to clean. She does it when she is reminded. I am pretty please with her. I do reward her with bonus and gifts. End of the day, she is happy and I am happy.