My frustration
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On the 11th of April 2006 at around 5:30 pm, I visited Esso Frankel Petrol Station to fill up petrol for my car. The car was filled up by the pump attendant. Once done, I proceed to fetch my daughter from the child care. At the child care, I noticed there is a curve scratch about 15cm long in between the rear passenger door and the fuel cover. I was sure it was scratch by the pump nozzle as before entering the petrol station, it was my habit to check the entire car everytime before leaving my work place and I found no scratch whatsoever on my car body. The petrol station was my next stop.
I went back to the petrol station to clarify with the pump attendant. Upon seeing me alight from my car, he just looked away avoiding an eye contact. When I approached him to enquire about the scratch, he became defensive and agitated.
As the manager was not around, I leave my contact number with the cashier. The manager called me around 8:00pm the same day asking me to come down the next day to try to work out on a settlement.
The following day, I went back to the petrol station. Just as I suspected, they use intimidation by outnumbered me 3 to 1. At the scene present were the manager and the two bosses of the petrol station (thatÂ’s what the manager told me as they did not introduce or identify themselves). I was speaking to the manager when one of the bosses interrupts us. The boss just gave a quick look at the scratch and shouted, yes shouted, that the scratch was not cause by their pump and walk away. In other words, he treats me like an idiot just because I drove a Korean car. Wonder if he gave the same attitude if I drove a BMW.
The manager that spoke to me tried to negotiate with me as IÂ’ve already made up my mind to bring the attention to their higher authority. The manager assured me that even though I blow up the matter, it will still be cover up as the manager explained that one of the bosses had already sent out an email to their general manager who assured them that the general manager will take the blame if my complain were to reach their higher authority. In the manager view it will be pointless for me to complain as they do not looked into complain seriously. The manager then promised me that he will split 50-50 the cost for respray explaining that he does not want a bad record and the pump attendant to be punish whatsoever.
After I have found a few quotations, trying to get the lowest quote as possible, the manager just told me he will not be paying as he was already transferred to a new Esso petrol station at Chua Chu Kang and he got nothing more to do with it. He even mocked at me through the telephone to carry on with my complain.
So, on my experience on the above event, are Esso petrol station owners low educated person as they did not know how to handle a situation professionally, are rude and snobbish in their behaviour? Are Esso managers love to make empty promises? Are Esso employees taught not to apologise if mistake were made?
Finally, is this how Exxonmobil train their staffs? -
Petrol station normally has security cameras installed.
Why not get them to check it out with you? -
Lodge a police report for vandalism, then lodge a complaint with SPRING Singapore and CASE, if you want to pursue further, you can file a complaint with ExxonMobil Singapore.Originally posted by rich989898:Petrol station normally has security cameras installed.
Why not get them to check it out with you? -
I symphatise and understand your frustration in this matter. This is just so unfortunate that you don't have much of ways to get back at them. In any case, even if your chances for this is 1%, ur message on this forum could almost be a complain letter. Therefore I suggest, even thought you said:
Originally posted by Gent-X:
this is only based on his words. This might also be a talk to make u less confident in writing a complaint to them. Do not be taken in, as said earlier no doubt fighting for it with ur 1% chance could be of a waste of time, since ur message is already close to like a "complain letter", why not send to ExonMobil Singapore Office on the same? Perhaps just send them a letter.
The manager that spoke to me tried to negotiate with me as IÂ’ve already made up my mind to bring the attention to their higher authority. The manager assured me that even though I blow up the matter, it will still be cover up as the manager explained that one of the bosses had already sent out an email to their general manager who assured them that the general manager will take the blame if my complain were to reach their higher authority. In the manager view it will be pointless for me to complain as they do not looked into complain seriously.
The outcome may be to your luck side perhaps they may want to look further onto it for your compensation or then again they might just ignore. At least it's worth a try.
Here's the contact details:
http://www2.exxonmobil.com/AP-English/suppinfo/SG_GeneralReception.asp
Good luck and take this as a lesson to always check round your car right after you leave the car to somebody else besides yourself even if it's juz for a minute.
Take care .... and Cool it ....
Rgds ... -
Just as I thought; I knew this sort of thing can and will happen when you leave the refiling to the pump attendant.Originally posted by Gent-X:On the 11th of April 2006 at around 5:30 pm, I visited Esso Frankel Petrol Station to fill up petrol for my car. The car was filled up by the pump attendant. Once done, I proceed to fetch my daughter from the child care. At the child care, I noticed there is a curve scratch about 15cm long in between the rear passenger door and the fuel cover. I was sure it was scratch by the pump nozzle as before entering the petrol station, it was my habit to check the entire car everytime before leaving my work place and I found no scratch whatsoever on my car body. The petrol station was my next stop.
I went back to the petrol station to clarify with the pump attendant. Upon seeing me alight from my car, he just looked away avoiding an eye contact. When I approached him to enquire about the scratch, he became defensive and agitated.
As the manager was not around, I leave my contact number with the cashier. The manager called me around 8:00pm the same day asking me to come down the next day to try to work out on a settlement.
The following day, I went back to the petrol station. Just as I suspected, they use intimidation by outnumbered me 3 to 1. At the scene present were the manager and the two bosses of the petrol station (thatÂ’s what the manager told me as they did not introduce or identify themselves). I was speaking to the manager when one of the bosses interrupts us. The boss just gave a quick look at the scratch and shouted, yes shouted, that the scratch was not cause by their pump and walk away. In other words, he treats me like an idiot just because I drove a Korean car. Wonder if he gave the same attitude if I drove a BMW.
The manager that spoke to me tried to negotiate with me as IÂ’ve already made up my mind to bring the attention to their higher authority. The manager assured me that even though I blow up the matter, it will still be cover up as the manager explained that one of the bosses had already sent out an email to their general manager who assured them that the general manager will take the blame if my complain were to reach their higher authority. In the manager view it will be pointless for me to complain as they do not looked into complain seriously. The manager then promised me that he will split 50-50 the cost for respray explaining that he does not want a bad record and the pump attendant to be punish whatsoever.
After I have found a few quotations, trying to get the lowest quote as possible, the manager just told me he will not be paying as he was already transferred to a new Esso petrol station at Chua Chu Kang and he got nothing more to do with it. He even mocked at me through the telephone to carry on with my complain.
So, on my experience on the above event, are Esso petrol station owners low educated person as they did not know how to handle a situation professionally, are rude and snobbish in their behaviour? Are Esso managers love to make empty promises? Are Esso employees taught not to apologise if mistake were made?
Finally, is this how Exxonmobil train their staffs?
As a Golden Rule, I NEVER let the attendants at ANY petrol station refill my car or van. -
vandalism is a deliberate act. and in this case, i dun think this case qualifies in the eyes of the law as something criminal to warrant police to step in.Originally posted by dork3d:Lodge a police report for vandalism, then lodge a complaint with SPRING Singapore and CASE, if you want to pursue further, you can file a complaint with ExxonMobil Singapore.
i do agree that going to CASE may put some "political" pressure for EM to follow up with the staff. but granted, the author needs to realize that it was under his authority that the attendant carried out the fueling. this places a certain amount of liability on him much as it would in the case of someone were to get into an accident while driving under his authority. its up to him to negotiate with the "driver" whom he had placed his car with for a suitable compensation.
it would be a matter of courtesy if the EM manager and staff offered some form of compensation. they of all ppl should have taken reasonable care to ensure that the customer's vehicle doesn't get damaged. but in this case, sad to say, there really isn't much the authorities can do to compel any legal action against them.
as shutterbug had mentioned, if u dun trust them, do it urself to be absolutely sure. -
guys............thank you for your kind words
actually, if the pump attendant apologise to me there and then, i might just forgive him as he's an old man trying to make a living and he does not have the intention to scratch the car most probably an accidental or carelessness on his part. even though the scratch is quite deep.
what makes me piss off was
1. the way the boss treated me
2. the empty promises the manager made after so many days looking for lowest quotation for a respray job wasting my petrol in the process
the amount of money to spray, i can afford it
the amount of attention esso get if my complain go thru the press, priceless -
i was inform that the camera cannot lock into where i pumpOriginally posted by rich989898:Petrol station normally has security cameras installed.
Why not get them to check it out with you?
futhermore the boss die die wont let me see it. -
i'm trying to get their email address.Originally posted by rockysham000:I symphatise and understand your frustration in this matter. This is just so unfortunate that you don't have much of ways to get back at them. In any case, even if your chances for this is 1%, ur message on this forum could almost be a complain letter. Therefore I suggest, even thought you said:
this is only based on his words. This might also be a talk to make u less confident in writing a complaint to them. Do not be taken in, as said earlier no doubt fighting for it with ur 1% chance could be of a waste of time, since ur message is already close to like a "complain letter", why not send to ExonMobil Singapore Office on the same? Perhaps just send them a letter.
The outcome may be to your luck side perhaps they may want to look further onto it for your compensation or then again they might just ignore. At least it's worth a try.
Here's the contact details:
http://www2.exxonmobil.com/AP-English/suppinfo/SG_GeneralReception.asp
Good luck and take this as a lesson to always check round your car right after you leave the car to somebody else besides yourself even if it's juz for a minute.
Take care .... and Cool it ....
Rgds ... -
i sympathise and emphatise with u gen x. I guess its safe to assume Esso employees are basically rude and un educated.
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the irony is that, the petrol station won the most courteous esso petrol station a few years back!
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Well economic downturn everything can changed. Even if there a negiotation they will not fulfill their promise.Originally posted by Gent-X:the irony is that, the petrol station won the most courteous esso petrol station a few years back!
I think you can avoid filling petrol at that station or totally avoid filling up with that brand and go and use other brand of petrol.
Why not write to ST forums andlet eveyone notice it. -
where is this frenkel place?
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My suggestion is write a letter straight to the CEO of EM
And make sure you put as Private and confidential so that this letter is being read by him and not some customer service officer.. and if someone called... make sure you are speaking to the right person and tell that person your phone is recorded and if no settlement is make amicably... then you said you will complain to CASE and call the news paper until it is settled..
sometimes.. it does not help speaking to those station managers because their authority is limited.