Sometimes I cry so hard from pleading
So sick and tired of all the needless beating
This Is Me
Me. Magical. Min. Maniac. Monster. Monetary.
"Never let anything known for anyone to stab you in."
FORGIVE BUT NEVER FORGET!
My Social Networking Links
My Facebook **hint hint - add me**
The Only One And Best Exotic Dance School In Singapore
My Ultimate Shopping Heaven
Friday, December 16, 2011
Guaranteed Customer Service? You decide.
For people who goes to Eng Wah cinemas, Watsons, Giant or maybe ATM machines, did you realize that the receipts would oxidize by the next day and some time later, it would disintegrate to nothing but a blank?
Well, this always happens to me. Maybe it's due to the level of humidity in Jurong or something. Other people's receipt could last like a million years and mine would be nothing, no matter how much I try to save it (like using scotch tapes to tape my movie tickets). It's pretty sucky, especially when you want to save those memories and worse, save the blood discount vouchers which are issued!
Watsons, I have lots to complain. I have been a rather faithful customer to Watsons, buying endless products and spending loads of money there. I must say, I am a pretty good customer too, having no questions asked when the promoters try to push their products to me, and they need not even put in effort, give any samples or talk a lot and I would be more than glad to help them out on the sales area.
Alright, what got me hooked on Watsons' is the cheap thrill of getting loads of points accumulated and then get discounts out from there - the very attractive rebate points.
And cheap thrill have it. I only insisted in buying from Watsons, unless there is really nothing that I need, only will I then purchase it from elsewhere.
Watsons always have sales, specially for the members. And a point of time, it was issuing discount vouchers when one purchase the participating skincare range's products. The vouchers were all issued, using the receipt paper.
I don't go Watsons every other day, but I always am a sucker for discounts, rebate points and the privileged of being "exclusive". But I always make sure that I uses my discount vouchers by the due date, snap up loads of goods which were on double rebate points and purchase discounted products during the season. But what made me really mad was that, the receipts/discounts voucher oxidizes so fast that by the time I am home, half the words are gone!
Damn pissed, I tell you.
It's okay if your promoters pretended not to know that we can get free samples when buying it's product range (I only found this out recently from a nice lady). It's okay if they didn't give me anything because I don't ask. It's not like I even use them. It's fine, no free samples - move on. But I totally hate the idea of being cheated in some sense, like they were trying to save and scrimp on samples when I bought a fucking two hundred over dollars worth of skincare. Fine, at most I stopped visiting that branch. BUT WHAT IS THE FUCKING POINT OF YOU GIVING OUT "VOUCHERS" WHEN YOU REJECT THOSE OXIDIZED RECEIPTS?!?!
It's not a major problem, but being a typical Singaporean, I love my discounts. They told me to call or contact the customer service and so I did. But by the time they reply, THE FUCKING VOUCHERS ARE NO LONGER VALID! SERIOUSLY! DON'T GIVE FALSE HOPES WHEN YOU NEVER HAVE THE INTENTION TO DO SO!
It's like baiting you on, then slamming your hopes in your face by telling you some crap shit excuses.
MIND YOU! WHEN I TOLD YOUR STAFFS (ANY BRANCH IT MAY BE) THAT THERE IS A DISCOUNT VOUCHERS, THEY SIMPLY LOOKED AT ME WITH A PUZZLED FACE AND ASK, "IS THERE? THERE IS NO SUCH THING.".
HELLO, WATSONS. WHERE IS YOUR PRODUCTS OR PROMOTIONS KNOWLEDGE ROLL-CALL GONE TO? THEY ALL HAVE NO FUCKING IDEA THERE'S A DISCOUNT VOUCHERS, EVEN THOUGH THEY ARE THE ONES GIVING IT! DON'T THEY READ? NOT EVEN A QUICK SCAN OF WHAT THEY ARE GIVING THE CUSTOMERS?!?!?! THREE FUCKING PIECES OF PAPER! Aren't they even curious why there's the extra two when only one continuous piece of paper was only given out usually?!?!
THEY HAVE THE FUCKING CHEEKS TO ASK ME IF THERE IS SUCH STUFF! HEY, THEY WORK FOR WATSONS, NOT ME. THEY SHOULD BE ANSWERING MY INQUIRIES, NOT THE OTHER WAY ROUND!
Makes my blood boil just at the thought of that. Seriously! Doesn't the protocols go down to the front counter staffs?!
As if this is not enough, I wrote into Watsons Customer Service/Feedback Center. Miss Sarah, was the one in charging my case.
Well, the first time I contacted, no reply. Then I started to panic as it was closing in on the due date. Fine, I resorted to underhand means, which is to post this incident out, so that people are aware of what Watsons is doing. Wow, the wonders of publicity - immediate attention was presented. How realistic can you guys get? To only attend to "serious" cases?!?!
In my first feedback, I sounded pretty nice - I think. Polite tone, mannerisms, all sugar and spice. BUT THEN, I WAS CONVENIENTLY IGNORED! Hey, I even suggested to change their receipts or just deposit the points (discount vouchers) into the card's account electronically so that BOTH THE CUSTOMERS AND COUNTER STAFFS WOULD NOT FACE PROBLEMS LIKE THIS - WHETHER OR NOT TO ACCEPT THE VOUCHERS. That was helpful of me, ain't it? NO, NOT ACCORDING TO THEM! EVERYTHING FELL ON DEAF EARS. FINE!
Then, the experience shall be known. But not after a second chance of getting them to reply me. After all, second chance is what people always deserves, but never the third.
Oh, damn, I forgot to include the first call I made to the office. THEY HAD ME PUT ON HOLD FOR AN HOUR AND A QUARTER! MY DAMN PALMS WHERE STIFF FROM HOLDING THE PHONE AND MY EARS WERE HOT FROM THE OVERUSED iPHONE! I AM PRETTY SURE MY PHONE WOULD EXPLODE BESIDE MY EARS THAT I HAVE TO HANG UP. MY GOD, THE "ON-HOLD" MUSIC IS NOT VERY NICE TOO! IF YOU ARE TO MAKE PEOPLE WAIT THAT LONG-A-FUCKING-PERIOD OF TIME, AT LEAST HAVE THE DECENCY TO PREPARE A PLAYLIST OF DIFFERENT SONGS AND NOT THE SAME, BORING, REPETITIVE TUNE OVER AND OVER AND OVER AGAIN. I had just torn all my hair out when recalling the incident.
I believed I had more to say, because, it was until the discount vouchers were no longer valid - that they replied.
Sarah didn't even try to make it up. But I was so tired from the anger that I merely brushed it off, saying that there is no point in pursuing. NOT A SINGLE FUCKING WORD OF REMORSE OR THANK - SHE CONVENIENTLY NOT REPLY.
Great... And now I regret not snapping a photo of the poster they had pasted on the counters. It said, "Guaranteed Customer Service". I could vomit my breakfast out at that and spit chewing gums and strike off the word, "Guaranteed" for them. What a good Samaritan, I am.
Since the first incident was over, fine. I let it go, but with a warning of that I DON'T WISH THE SAME THING TO HAPPEN. Which, of course, it did.
This time was a $10 dollars voucher. For information sake, the first incident, I had close to six pieces of $5 discount vouchers. Why the increase of value, I have no idea.
As my trust for Watsons is no longer as strong as it used to be, I shopped safely, only buying things which I need desperately. Which explains why I only had one (fucking useless) piece of voucher until now.
Then, the same thing happened. The staff looked at me with that puzzled look and asked if there was such a thing. I, seriously, went like, "WHAT THE FUCK? YOU GUYS WERE THE ONE ISSUING IT AND YOU'RE ASKING ME IF THERE IS SUCH A THING?!?!".
Breathe, breathe, breathe. Inhale, exhale, inhale, exhale..... FUCKING WHAT THE HELL?!?! IS MY FUCKING EYE SIGHT THAT GOOD TO READ THE BLANK PIECE OF PAPER?!?! THE WORDS ARE BARELY THERE AND YOU THINK I BOTHERED TO RE-INKED THE WORDS IN PERMANENT MARKERS OR WHAT?!?! CAN'T YOU GUYS BE SMART ENOUGH TO TAKE A SAMPLE OF THE VOUCHER AND COMPARE THE SIZE OF THE PAPER?!?! I DOUBT THERE'S ANY CHANCE THAT RECEIPTS ISSUED WOULD BE THE EXACT SAME SIZE (because people buy different goods and even an "one-item" receipt would be longer than that because there's all sort of nonsense like the shop's name, branch address, members' points and blah, blah, blah)!!! PLUS THERE IS THIS CUTTING POINT AT ALL THE CORNERS OF THE RECEIPT PAPER, TO SEPARATE ONE RECEIPT FROM ANOTHER! DO YOU THINK I COULD USE PENKNIVES TO SLICE THE PAPER TO THE SAME SIZE AND THEN ALTER THE CORNERS BY TEARING THEM, SO THAT THEY LOOK LIKE THE VOUCHER?!?! YOU THINK I AM THAT FUCKING FREE?!?!
But being nice and friendly, I smiled and said that I would deal this problem with the management instead. I know it's not the front counter's fault because they may end up getting a trashing from the store manager or something for accepting "unverified" papers. And, I believe the office or management level have the access to the past purchases we've made, the transaction history, the itemized receipts' copy and the vouchers, discounts, points that we have received, most importantly - the vouchers we received and had redeemed. It is understandable that the store itself may not have the computerized system to track those down. After all, member's card have a fucking number they could refer to!
Complaining, again, but this time, SHE OFFERED TO GIVE ME A REPLACE VOUCHER AT IMM BRANCH, TELLING ME THAT I COULD RETRIEVE IT FROM THEM THE NEXT TIME I WERE TO SHOP THERE.
So, off I hopped, happily to the IMM Branch yesterday. NOT ONLY INSTRUCTIONS WERE NOT PASSED DOWN (NONE of the staffs had received or hear any instructions from Sarah), they had also no idea what I am talking about.
Before I could tell myself to breathe, I screamed at the poor cashier who served me. I know it's not her fault and I do feel bad after that, but what the hell!
It really is my bad to scream at an innocent staff. She might not be the one who served me the other time. I could barely recall, neither can I recognize whoever is the ones who served me before. Not that my memory is bad but normally one would just fucking pay-and-go! It's not like promoters when they have to talk and interact with you. I won't even remember their names unless I am prepared to write a compliment to the company about that particular staff. (Note: I seldom complain, unless I could take things in my stride no more.)
The poor girl must be frightened off her wits because she just look at me when I was staring at her furiously as though she just snatched my man. MY GOD! HOW CAN COULD THEY PROMOTE THE FACT THAT THEY HAVE ONE OF THE BETTER MANAGEMENT SERVICES?
ANYWAY, I JUST WALKED AWAY, FUCKING DISGUSTED BY THEM AND WENT TO THEIR COMPETITORS, GUARDIANS. How nice they are, even though I have no "Passion Card" and I am not applicable for any of the discounts but I am happy spending my money there.
I seriously think that "greed" is one most vulnerable weakness that people possess. Because I paid a fucking five dollar for that card, I bounded myself to only shopping there, meanwhile, the rebate points got me obliged to spend more and more and accumulate them for raining days - which I admit is very useful when I am broke for the month.
Just for that five dollar card, I couldn't get myself to leave that place.
But seriously, I think Watsons is so losing me to SASA or Guardians.
I guess this is it, Watsons. I did what I said, which was to highlight your standard of customer service to the public and keeping to my next sentence is, good bye Watsons (after I spend all my points).
I hope you are happy now, Miss Sarah. Your poor standard of customer service just tarnished the entire company's name.
I hope you'll get replaced by someone of higher expectations.
P.S: Oh, do you remember Xiaxue saying something about being responsible for the advertorials she've made? The post which slammed Dawn Yang on her irresponsibility? I decided to try Watsons' Card thanks to her very convincing blog post... All I can say: Pot calling the kettle black, my dear. Pot calling the kettle black...
But baby, where they knock you down and out
Is where you're oughta stay