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Monday 6 JUNE, 2011 the malay mail
Stung by 'sarcasm'
Follow-up to complaint by management fails to address problem NICHOLAS LIM is not only shocked by the rude service he received from a cashier at Sunway Lagoon last year, he is flabbergasted with the attitude of its senior management after bringing the matter to their attention. He says during a visit to the water park on Nov 20, a cashier treated him badly. When he tried to lodge a complaint, the manager was also rude to him and he received no further response after demanding to speak to the manager’s superior, to whom he sent an email on Nov 21. After numerous attempts, LIM says he succeeded in speaking to a Human Resource personnel at Sunway Group and was assured someone would get back to him. On Dec 2, he sent another email and received a re-
sponse from the manager’s superior but no apologies were offered. "Why was I pushed around without even being given closure to the problem? "Sunway Group, being a large organisation, should solve customer issues quickly and efficiently.” On Dec 6, LIM says he was shocked when a senior management personnel asked him through email what he was expecting from Sunway Lagoon. Also in the email, the staff alleged the manager and her superior had already called and emailed LIM. However, LIM denies the manager had ever called and maintains the superior only emailed him at a much later time. He also received another email from Sunway Group stating: “The reason we
asked what you were expecting from us is because it has not been made clear what you expect from us, seeing as we have already responded to your complaint. We also wish to make it clear that while we value your feedback and patronage, we will not be responding to anymore emails as it is counterproductive." LIM says he is devastated by the “sarcastic” reply. He wants a letter of apology from the management over this unpleasant affair. A SUNWAY Group spokesman says they received LIM’s first feedback on Nov 21 last year and has since conducted multiple phone conversations with him to rectify the matter. “We (Sunway Group) have responded duly to acknowledge LIM’s feedback, with
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apologies, after conducting the due investigative process, through emails dated Dec 6, 2010; Dec 12, 2010; Feb 12 and the last being a letter of apology by a senior management personnel on Feb 23.” The spokesman says LIM's recent request, a hard copy of the apology letter, which was also scanned and sent to him, was prepared on May 10, and awaits his collection. “Alternatively, if LIM wishes to furnish us with his home or office address, we will be able to send the letter by courier." LIM told Hotline he was contacted by Sunway Group and has accepted the outcome. LIM hopes Sunway Group does not overlook the quality of its customer service in the future.
Long wait for second decoder R. GEETHA from Taman Sri Muda, Shah Alam, was made to wait more than a week for an Astro technician to turn up at her home, only to find out her order had not even been registered in their system. She made an order for a second Astro decoder to be installed at her house early
last month. She says the customer service representative who took her order advised her to first settle all overdue payments. GEETHA says she subsequently made sure all her payments were up to date. On May 16, she received a call from Astro informing her a technician would
install the second Astro decoder within the week. After a week of waiting, GEETHA contacted customer service to inform them of the no-show. She was then told her order for a second decoder was never made. "How can my order go missing?”
● ASTRO Broadcast &
Operations senior vicepresident Rohaizad Mohamed apologises for the customer’s experience and regrets any inconvenience caused. "We have resolved the matter and GEETHA is now able to receive her Astro services.”
Struggle to get mobile Internet AS a long-time Maxis customer, HUANG CHIA MING says he did not expect any problems when he decided to convert his prepaid line to a postpaid line, which he intends to use for his iPad. But in April, HUANG was told his line could not be converted after a visit to the Maxis centre at The Gardens mall. Worse still, he was told he had to get a new line. When he asked why, none of the Maxis staff were able to explain the reason to him. “I even called its customer service later but the staff 's attitude was appall-
ing. He had no sense of urgency and was not customer-friendly. “How can Maxis call it 'customer service' when they can’t even answer a simple question?”
● A MAXIS Communications Sdn Bhd spokesman says iPad registration is on another platform, for which their current mobile and Inter n e t ser vice p l a t f o r m cannot
cater to. As such, the spokesman says HUANG'S existing mobile number cannot be registered under an iPad plan.
"HUANG has accepted our explanation and the matter was amicably resolved." MAXIS encourages their customers to contact them directly by emailing customercare@ maxis.com. my or calling 1800821123.
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Online Hotline comments www.mmail.com.my Be responsible (May 23) • HOW much can the authorities do if the people themselves are forever acting irresponsibly? It's just like those who throw rubbish out of their car windows and give the excuse that there are people to pick up after them or that they are taxpayers. Even so, why should I clean up the rubbish when I know better not to behave in such an irresponsible manner? Of course, the authorities must enforce the law and hopefully, people will wise up. All of us have roles to play — from schools teaching hygiene, civic and moral classes, to parents acting responsibly by not throwing rubbish indiscriminately to serve as good role models to their children. — Anonymous Council offers reward for tip-offs (June 3) • HOW about barring the numbers featured in such advertisements? However, authorities should call those numbers to confirm they actually belong to Ah Long. To unbar the line, loan sharks will have to go to mobile phone centres to reactivate the line, proving they are the actual owner of the number and explain themselves. I think this will be an effective way to make loan sharks realise posting such adverts is futile. — Anonymous • HOW hard is it to enforce this? It's a no-brainer. Just call the number. All phone numbers are registered to someone, so it's just a matter of if the authorities want to do it or not. — abugaga Definitely not lovin' it (June 3) • IF McDonald's does not sack the staff concerned, how are they going to provide good customer service after the one-week suspension? Will the staff repent if he or she has a serious attitude problem? Maybe not if that staff was there merely to pass the time. McDonald’s Malaysia have to improve their front-line staff service. — Anonymous • IS the one-week suspension inclusive of salary or not? After all, what good can the suspension do? I feel some never learn or regret their actions. I cannot understand why there are always "rotten apples" in the service industry. — public • NINE times out of the 10, when I have asked for thighs and drumsticks, the McDonald’s staff give it to me. They usually also add, “OK, kalau adalah" (if its available). The one time a staff could not give me the pieces I requested was because they had run out. Even then, they asked if I wanted to wait 10 minutes or so. That is the correct response. It was just the complainant's bad luck that she had to be served by a smart aleck. — Anonymous Water cut without warning (June 3) • I STORED water on May 30 in anticipation of the water cut due to the cleaning of the pumps at the Hulu Langat reservoir. I read about it in the newspapers which mentioned the areas affected, including the Pandan areas and Kg Cheras Baru. Please stop pointing fingers as Syabas is not to blame, unless you do not read the newspapers. — zeebees53 Gaping irony (June 3) • THIS is classic. No one wants to take on the responsibility of fixing this. Perhaps this is because no one wants to do any work. Would it kill the authorities to put a temporary cover over the manhole to prevent accidents, at least until they find the right service provider? — Jivani Jeyasingam