Category: Service

• Another Bad Service

  05.15.08 |Service| Permalink | Comments Off on Another Bad Service

  Me: I am so and so, I would like to engage your legal service for …
  Officer: Your file is 9 years ago, let me locate your file in the store. You know, it is so long ago, it takes time to locate it.
  Me: How much is your service?
  Officer: I need to find your file first.
  Me: When can you have that done?
  Officer: I don’t know, need to find your file first.
  Me: How long does it take?
  Officer: I don’t know.
  Me: What is the process step of your service, please can I get some info.
  Officer: I need to find your file first.
  Me: Can you please call me back when you do locate my file?
  Officer: I will call you when I locate the file.

  Up until now, no calls from her. In fact, I gave a second chance which I call them to follow up. She told me the file has been found and it with the lawyer. She didn’t bother to call me. She also said the lawyer is busy. I guess her company doesn’t want business from me. It is either they have too many customers or the officer is plain lazy.

  As compared to:

  Me: I am so and so, I would like to engage your legal service for …
  Officer: Let me passed you to a senior officer so that she can explain the process to you.
  Snr Officer: Bla…bla..bla…
  Me: How much is the fees?
  Snr Officer: Let me call you back on this, I need to ask my boss.

  She called me a couple of times to get my info and provided what I need. She also has a friendlier voice and efficient too. Bottom line, I rather pay more for this type of service.

  If I engage the first legal firm, I will probably vomit blood, calling them for follow up. Who knows, they may loose all my files.

• Fastest Way To Fix Your Car

  04.25.08 |Service| Permalink | Comments Off on Fastest Way To Fix Your Car

  I am no good at fixing things, let alone fixing a car. However I have a buddy who can and I can count on this buddy where ever I am. It is just a ring away. Just say you were driving in a highway and your battery or tire went flat. What do you do? Panic? Scream? Yeah you can do that but it is not going to help.

  Being a woman, I know nothing about cars. You never know when your car will give up on you. Actually I was faced with the same scenario this morning but I was fortunate that I am in the house. Hubby cannot start the car. Yeap, he cannot fix it either. By the way, this is the second time this happens. I called AAM to help.

  We called AAM and they came very fast. Fix it in 10 minutes. I was glad. It only cost RM75 per year for membership. Too bad, I will have to cancel it as I have the same service from my Lonpac Insurance.

• Annoying Letter

  04.16.08 |Insurance, Service| Permalink | Comments Off on Annoying Letter

  Yesterday, I got back from work, wanted to relax and I got this annoying letter. It is a house protection from HSBC Takaful. I am really frustrated with them and their unprofessionalism. Yes I have a home loan with HSBC but please respect your customer choice of house protection insurance plan. If you want customers, go somewhere else.

  Last year Sept I have written to them stating I would like to continue with my current insurance company S&A that they recommended on day 1 I sign the loan. At least last year I was given the option to change or stay.

  This year no option, they just shove the insurance certificate to me with payment listed. I was really furious because it was just 6 months ago I wrote to them, rejecting the offer. I call in to enquire. Guess what? The agent asked me to write in to cancel. Why should I when I already written in Sept. Wah every time you shove an insurance cert to me, I have to write in to cancel. You think I EFNTD!!!

  Darn, you have given me more paperwork which I don’t need and waste my time too. You know what, if I am in US, I can sue them for causing me stress and poor health.

  Anyway I settle it with the bank and fax in my current house protection plan. The bank can worked it out among them. Next month, I will not have such problem as my loan will end. Hooray!

• “An Idiotic Assurance” Call Center

  04.15.08 |Service| Permalink | 2 Comments

  I really wonder whether some companies here know what “Customer Service” is all about or are they trying to frustrate customers? Hoping they will go away.

  I was really frustrated calling the customer service line for this company. If you want to know which company I am talking about, refer to the title.

  I called the Customer Service Call Center, here is what I got.

  Press 1 for Life Insurance
  Press 2 for …
  Press 3 for …
  Press 4 for …

  I am not sure which category my MLTA policy falls under and there was no “Other” category or “speak with an agent” option. They expect their customers to know their system in and out.

  So I press 1. Wah lah…more options came up until they have to use 01, 02, 03…bla bla bla.

  Oh and there is no option to go back to previous menu. If you make a mistake, redial the number again.

  After a few try of calling the number again, I got to a point where I can key in the policy number. I enter the number, it wasn’t correct. It allowed me to key in my IC number and I did but failed.

  I gave up after 5-6 calls. I went to their website to check to see whether there is an email or web form I can write to.

  Guess what? Here is what I got: “Currently AIA Corporate Web does not support web browsers other than Microsoft Internet Explorer.”

  It doesn’t work for Safari on my Mac and other browsers. I guess they are only servicing customers with IE. The least they can do is put a support email on that page which they didn’t. Tell how not to get frustrated?!! I am in a dead end with this.

• US Service Vs Asian Service

  03.20.08 |Service, Shopping| Permalink | 3 Comments

  The other day I was in Singapore Changi Airport getting some toys for my children. I picked up a couple of toys and paid at the counter. At the counter, the sales person was scanning the barcode and discovered there was a price difference. She told me that the price of the toy is wrongly tag. It should be a dollar more. I had to pay the extra dollar else no sale.

  I encountered a similar situation in US. I was in the Corelle Store and got a dinning set. The tag was wrongly priced. The sales person apologized and gave me the price that was tagged. It is so nice of them.

  You can see both have very different way of providing customer service. One is being too profit oriented and the other, customer centric. If the store makes a mistake, they should bear the cost and not frustrate the customers.

  The truth I love shopping in US because they are so focus on customers and yet makes a profit. Do you know that there was once, my meal came late and the restaurant manager apologized? He also gave it to me free of charge. This is what I called customer service!

  Here in Malaysia we are way below standard. It is no point hiring some phony managers in the restaurant that come around with fake smiles asking how the food is. Half they time they don’t take bad remarks and improve the service. I really think they are pretty annoying especially when they come around and interrupt our dinner and our conversations. Can’t they pick a better timing? By the way, I think they think too highly of themselves and not really serving the customers. Do you agree?

  Anyway, back to the wrong price tagging, anyone know any consumer rights in Malaysia that the store have to sell the price that the goods has tagged? They cannot sell any higher than that? If you do, please let me know.

• Technorati Blog Claim

  03.16.08 |Service| Permalink | Comments Off on Technorati Blog Claim

  I am doing a Technorati Blog Claim here at this new post. All I have to do is to create a new post here and write this code below which is a link.

  Technorati Profile

  Technorati is good for generating traffic to your blog. It is free.

• How To Cancel Voice Mail For Home Phone

  02.29.08 |Service| Permalink | Comments Off on How To Cancel Voice Mail For Home Phone

  It is a nuisance again. Sorry lately I have been having too many problems with the telephone. Do you ever get annoyed when you are napping, suddenly the phone rang and tell you, you have missed calls???!!! I can never sleep in peace.

  If you want to provide a service to your customer, don’t let your customers suffer with your so call extra service. Sure the service is free but retrieving the voice mail is 4 sens/minute. In additional to that if you have missed call, your telephone will ring. Can’t they provide phones with voice mail capability like having a red blink if there is voice mail?

  Anyway for you who wants to cancel the nuisance, please call 100 and have your voicemail service canceled from TM. Be warn about the lengthy menu virtual operator, please press 1…bla bla bla.

  This is a community service.

• Online Driving License Renewal

  10.31.07 |Service| Permalink | 1 Comment

  Today I received an email from my friend stating we can renew our driving license online. This would be so cool. All you have to go is to go to this online JPJ page: http://jpj.myeg.com.my/JPJSERVE/ and fill up the form. You can either pay by credit card or use MYEG Prepaid.

  It takes 5 working days for it to deliver the renewal slip. You can choose to collect it from any e-Services centers. Our JPJ is getting high tech. Lets hope they can improve their services by linking their system with the traffic police system. It is time to get those dangerous drivers off the roads.

• Happy At Last..

  10.08.07 |Service| Permalink | Comments Off on Happy At Last..

  Knowing me, I never give up. I have been loyal to this back for more than 10 years with 1 credit card only. I am also a good pay master meaning I pay on time. However the support staff didn’t pay any attention to my history. *frus*

  I called the bank HQ and ask them to channel me to credit card dept manager. Finally I got to speak to someone who give superb service.

  Staff: Hello, how can I help you?
  Caller: *state the history again…bla bla bla*
  Staff: *do verification*
  Staff: I will submit a request to waive your admin fees. *This is what I want to hear*
  Caller: Can I cancel the supplementary card?
  Staff: Yes, I will fax you the cancellation form.
  Caller: Great. I spoke to your last 2 staff but they didn’t help me. It was really frustrating talking to them. I have been with your bank for a long time and I don’t really want to loose that relationship.
  Staff: Yes, I can tell from your record and you are a good pay master too.
  Caller: Thanks.
  Staff: Is there anything else?
  Caller: Nope and Thanks.

  It took me the third call to get everything done. Anyway I will cancel the supplementary card. By the way, if you really want good service from a credit card company, remember to stick with one card, pay on time and have a good history. You be sure that management will waive any fees just to keep you. Otherwise change bank!

• Dead End Service

  10.03.07 |Service| Permalink | Comments Off on Dead End Service

  Staff: Hello
  Caller: Hello. I have a supplementary credit card when it was offered to me, the staff told me there is NO FEES. Now there is an admin fees on my statement.
  Staff: Please may I have your credit card number.
  *She did the verification, she asked me 5 questions. My fuse will blow if she asked me another one.*

  Staff: Yes, starting this year, all supplementary cards will be charge an admin fee of RM30.
  Caller: How come there is no notification send to your customer with regards to this fee? This is not acceptable.
  Staff: Sorry madam. Everyone, even the staff gets charged with this fee for supplementary card. *She didn’t answer my question*
  Caller: Can I have the fee waive?
  Staff: No, you can get the annual fees waive but not the admin fees.
  Caller: Can I cancel my supplementary card and cancel the admin fees.
  Staff: You can write in to cancel your card.
  Caller: Can I talk to your supervisor or manager?
  Staff: No one is available right now. *same excuse every time*
  Caller: Can you have them call me?

  She took down my details but no call back. I called in them again in the late afternoon.

  Staff: Hello
  Caller: *repeat the history..bla bla ba*
  Staff: Sorry, there is nothing I can do, all supplementary card required to pay admin fees.*He didn’t bother to ask for my credit card number or verify my records*
  Caller: Can I talk to the manager*
  Staff: All managers are in a meeting.

  Isn’t this silly? The bank hires so many promoters and sales people to promote their credit cards and attracting them with gifts. Isn’t it a waste of money when they should be spending some money to train their support staff to keep loyal customers. Sad to say that the support frontline people are chasing customers away. It certainly doesn’t make sense. *shake head*

  …to be cont…