Customer Service at Carrefour
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Now we know how to sabao our bosses or colleagues who keep throwing or tai-chi their things....
A job well done by Linda -
No leh, I have returned countless items from Carrefour and they always do it without even asking why. I like to shop there
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Obviously someone who doesn't know how to run dos emulator in Win XP environment and that Win XP is using NT.
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To sum it all up.
Someone who blames Carrefour for his own stupidity in not knowing how to utilise the DOS emulator which could emulate DOS 3.1 and above. -
Ownage
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I think Carrefour's main mistake is the email slip-up. For me their service is OK for a hypermart. To understand the saleman's frustration, you should visit Carrefour on a busy day and see how crowded it is. There are so many people asking so many things. An careful consumer should do his homework first, especially for expensive things like a notebook computer, you should never depend entirely on a salesperson.Originally posted by goaler:Got this email from a fren:-
Read from bottom to top then u will understand...
Next time you get a reply from Carrefour's customer service after
launching a complaint, don't think they are actually looking into your
complains... It's just the usual response they send... Read on the
first mail from below upwards
====================
Hi Friends
Please read the emails exchanged between myself and Carrefour.
It is very disappointing to know that they give their usual msg to
their
customers' feedbacks. What is worse they even forwarded their internal
emails for me to read
This is an excellent example of what not to do.
Please forward this email to your friends for their reading.
Thomas
----- Original Message -----
> > From: Thomas Lee
> > To: Linda Tjendekia
> > Cc: Suntec Customer Service ; Juliana Yong
> > Sent: Wednesday, October 25, 2006 9:43 PM
> > Subject: Re: Poor customer service at Carrefour
> >
> > Hi Linda
> >
> > Thank you for replying to me with the usual message as suggested by
> > Hamidah in her email to you
> >
> > Now I know how much Carrefour value their customers. I shall forward
> > your email and Hamidah's email to all my contacts so they will know
too.
> >
> > Thank you
> >
> > From 'Your valued customer'
> >
> > Dr Lee
> >>----- Original Message -----
> > From: Linda Tjendekia
> > To: [email protected]
> > Cc: Suntec Customer Service ; Juliana Yong
> > Sent: Wednesday, October 25, 2006 6:25 PM
> > Subject: Poor customer service at Carrefour Dear Dr. Lee,
> >
> > Firstly, let us take this opportunity to thank you for your patronage
at
> > Carrefour Suntec City. We would also like to thank you for your
valuable
> > feedback on our service.
> >
> > Please accept our sincerest apology for the unpleasant ordeal and the
> > inconvenience that we have put you through with this inexcusable lapse
> > of service. We have highlighted this issue to dept management and a
> > serious briefing has been given to assure that we will continue to
> > strive to strengthen our customer services to minimize inconveniences
> > for all our customers.
> >
> > At Carrefour, it is our goal to render service excellence in the retail
> > scene and we will continue to strive to deliver the best services to
> > benefit all our valued customers including your goodself.
> >
> > Thank you.
> >
> > Yours truly,
> >
> > Linda
> > Management Support Officer
> > Appliance & Textile Divisions
> > Carrefour Suntec City
> > ---------------------- Forwarded by Linda Tjendekia/SING/Carrefour on
> > 10/25/2006 05:54 PM ---------------------------
> > Sent by: Suntec Customer Service
> > To: Linda Tjendekia/SING/Carrefour@Carrefour-SG
> > cc:
> >
> > Subject: Poor customer service at Carrefour
> >
> > Hi Linda
> >
> > Reply to customer the usual msg but lupa cc it to you.... sorry lupa
> > (festive mood) :-) Kindly reply to customer ya.... once again Sorry.
> >
> > Many Tks
> > Hamidah
> >>---------------------- Forwarded by Suntec Customer
> > Service/SING/Carrefour on 10/25/2006 01:35 PM
> > ---------------------------
> > Please respond to Thomas
> > To: [email protected]
> > cc:
> >
> > Subject: Poor customer service at Carrefour
> >
> > Dear Sir/Mdm
> >
> > I was at Carrefour-Suntec City - on the night of 15/10/2006 to buy the
> > following items, a laptop, a fax machine, a DVD recorder and a
roadbike.
> > I left with only the laptop and the DVD recorder. I did not buy the
> > roadbike because the staff serving me could not tell me the difference
> > between a $900 bike and a $300 bike except that they were both had
> > aluminium frame. I did not buy the fax machine because no one bother
to
> > serve me despite standing at the fax machine section for 15 mins. I
> > approached a staff at the adjacent section selling telephone but all he
> > told me was the staff selling fax machine is not around and did not
> > offer any assistance.
> >
> > On the 21/10/06 I returned to Carrefour - Suntec City - to get a refund
> > for the laptop as I had discovered that the laptop only supported
> > Windows XP and could not be used to run my DOS programme. The salesman
> > who sold me the laptop 6 days earlier was very unhappy and refuses a
> > refund of the laptop citing various lame excuses. He finally agree to
a
> > refund after I went through Carrefour's refund policy with him. At this
> > point he make a photocopy of my identity card claiming the company's
> > need to track my refund history. I was outrage and disappointed at
being
> > treated like a criminal and asked for the duty manager. The duty
manager
> > arrived and agreed that it was not Carrefour's policy to make photocopy
> > of customer's IC but he was no better than the salesman for he wanted
to
> > take down my particular's instead.
> >
> > I am very disappointed with the Carrefour's staff, from the lack of
> > product knowledge to the lack of service and finally to their staff's
> > attitude of negating on the company's promise of a refund if goods
were
> > returned intact. They should not bother to track my refund history as
I
> > will not be shopping there anymore.
> >
It is rather strange that this Dr. Thomas Lee is buying a computer from a hypermart rather than Funan or Sim Lim, or even Best Denki. Maybe he is busy doctor who has no time to shop at all. I think I would also be very frustrated if a customer wants to return a new, perfectly functional notebook because it can't run DOS programs. A simple emulator (like DOSBox) will do, however, the question remains -
What kind of important program still runs on DOS nowadays? Why is the doctor so unhappy that he can't run it? -
The main issue here is not whether Thomas is a moronic consumer. It is the way Carrefour deals with a customer's complaint, which is imho disgraceful. Discount retailer or no discount retailer, i think it's only reasonable that customers like us get decent services. And from the email correspondences, the treatment that Thomas got was far from decent.
Do anyone of you believe that Carrefour will be more erm... sincere even if the customer's complaint is perfectly valid? I dun think so. -
That was the intended issue, yes - but ends up revealing more about the customer than about Carrefour.Originally posted by KangZ:The main issue here is not whether Thomas is a moronic consumer. It is the way Carrefour deals with a customer's complaint, which is imho disgraceful. Discount retailer or no discount retailer, i think it's only reasonable that customers like us get decent services. And from the email correspondences, the treatment that Thomas got was far from decent.
Do anyone of you believe that Carrefour will be more erm... sincere even if the customer's complaint is perfectly valid? I dun think so.
I don't see anything strange about Carrefour having a standard email reply - if they receive thousands of correspondences it would be impossible to tailor every email message. The response was predictable, but it wasn't rude.
You ask if Carrefour would be more sincere even if the customer's complaint is valid. Dunno - no data available.
We only have one email exchange based on an invalid complaint.
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The issue is not about how sincere the use of a template reply is. It is perfectly acceptable i think.Originally posted by Cystaire:That was the intended issue, yes - but ends up revealing more about the customer than about Carrefour.
I don't see anything strange about Carrefour having a standard email reply - if they receive thousands of correspondences it would be impossible to tailor every email message. The response was predictable, but it wasn't rude.
You ask if Carrefour would be more sincere even if the customer's complaint is valid. Dunno - no data available.
We only have one email exchange based on an invalid complaint.
The issue is about the fact that Linda didn't even bother to cut off Hamidah's email. Obviously its unintentional but it really reflects a very unporfessional and sloppy attitude. -
Originally posted by storywolf:Maybe you the one who is blind, What I am complaining is Dr is unfair about all his complains, in fact his notebook case is totally non-sense ..... You blind is it ? We talking about the doctor at fault, not talking about template !!!
So what the staff make a mistake, if a Dr that highly educated and professional also can make mistake of getting a new notebook , without thinking that his software is old dos !!!! then a more less educated and professional supermarket staff cannot make mistake is it ?
So doctor can shit , other people cannot is it !!! You are the one that is blind, maybe you should go see that doctor to treat you blindness , I bet he will use a template also to refer you to the mental hospital !!!!
I suppose you didn't read carefully, but it's already been mentioned that Carrefour terms & conditions fully covers Dr Lee's claims.. that means the doc has every right as a consumer to make use of Carrefour's return policy.
You don't seem to understand that customer service and consumer rights apply to everyone. It doesn't matter if you're a doctor, a cleaner, a student or whatever. I work in the cust svc line, and that was NOT a small mistake. I can guarantee you that this sort of thing WILL get you penalized or even fired in ANY company with integrity. Especially because the way the staff phrased that internal e-mail.
Don't discriminate.. see the word "Dr" only jump and jump.. it's not about the doctor, man. I suppose if this happened to you, you'd be the sort to keep quiet, but you can't expect everyone to be a carpet like you. This one just so happened to be a doctor.. but if this were a less educated consumer, I doubt you'd throw your mindless acid all over the place
Grow up! -
Originally posted by Cystaire:
I dont agree with having a standard email. It shows that they dont really care.
That was the intended issue, yes - but ends up revealing more about the customer than about Carrefour.
[b]I don't see anything strange about Carrefour having a standard email reply - if they receive thousands of correspondences it would be impossible to tailor every email message. The response was predictable, but it wasn't rude.
You ask if Carrefour would be more sincere even if the customer's complaint is valid. Dunno - no data available.
We only have one email exchange based on an invalid complaint.
[/b]
I believe they shld at the minimum investigate what excatly happened.
If it is only a standard reply, then why bother to employ customer service officers?
Im in FMCG industry, and whenever we receive a compliant, we really investigate the matter and try our best to resolve the issue.
Sometimes, if it is really our fault, we give vouchers or gifts to show our apology, so as to pacify and retain the customer.
I believe this shld be the way. -
what the fuck are u talking about?Originally posted by storywolf:Maybe you the one who is blind, What I am complaining is Dr is unfair about all his complains, in fact his notebook case is totally non-sense ..... You blind is it ? We talking about the doctor at fault, not talking about template !!!
So what the staff make a mistake, if a Dr that highly educated and professional also can make mistake of getting a new notebook , without thinking that his software is old dos !!!! then a more less educated and professional supermarket staff cannot make mistake is it ?
So doctor can shit , other people cannot is it !!! You are the one that is blind, maybe you should go see that doctor to treat you blindness , I bet he will use a template also to refer you to the mental hospital !!!!
dont equate education level to service. -
I agree that this is a bad slip-up. There have been well-publicized email slips that have affected company reputations and cost people their jobs. Be careful with your emails!Originally posted by stoty:The issue is not about how sincere the use of a template reply is. It is perfectly acceptable i think.
The issue is about the fact that Linda didn't even bother to cut off Hamidah's email. Obviously its unintentional but it really reflects a very unporfessional and sloppy attitude. -
ya lor. very embarrassing for carrefour's side.Originally posted by stoty:The issue is not about how sincere the use of a template reply is. It is perfectly acceptable i think.
The issue is about the fact that Linda didn't even bother to cut off Hamidah's email. Obviously its unintentional but it really reflects a very unporfessional and sloppy attitude.
and i've no idea why so many ppl flame the customer. this topic isn't even about his problems. sibei offtrack. -
Does your industry norms extend to supermart/hypermarts?Originally posted by goaler:I dont agree with having a standard email. It shows that they dont really care.
I believe they shld at the minimum investigate what excatly happened.
If it is only a standard reply, then why bother to employ customer service officers?
Im in FMCG industry, and whenever we receive a compliant, we really investigate the matter and try our best to resolve the issue.
Sometimes, if it is really our fault, we give vouchers or gifts to show our apology, so as to pacify and retain the customer.
I believe this shld be the way.
You immediately assume that Carrefour doesn't care. But in the email trail a Juliana Yong was informed of this incident.
Perhaps the situation was in fact investigated. -
Not flaming the customer.Originally posted by Ito_^:ya lor. very embarrassing for carrefour's side.
and i've no idea why so many ppl flame the customer. this topic isn't even about his problems. sibei offtrack.
Just wondering what DOS program is so important to him...
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some companies' computer information systems still relies on dos programs. aiya, i dun really care about him and his dos program la.Originally posted by Cystaire:Not flaming the customer.
Just wondering what DOS program is so important to him... -
Is that true? Can you give an example?Originally posted by Ito_^:some companies' computer information systems still relies on dos programs. aiya, i dun really care about him and his dos program la. -
+1 to their stats lor. and maybe a reminder of these numbers to make em buck up next time.Originally posted by Cystaire:Does your industry norms extend to supermart/hypermarts?
You immediately assume that Carrefour doesn't care. But in the email trail a Juliana Yong was informed of this incident.
Perhaps the situation was in fact investigated.
dats wad complaints and feedback are really for imo, no need free voucher free this free dat, its to let the management know about it and improve next time. dun feedback is doing more harm. -
I have nothing against free vouchers.Originally posted by Ito_^:+1 to their stats lor. and maybe a reminder of these numbers to make em buck up next time.
dats wad complaints and feedback are really for imo, no need free voucher free this free dat, its to let the management know about it and improve next time. dun feedback is doing more harm.
Not that I would give any to Thomas, but I am not doing Customer Service. -
Originally posted by Ito_^:ya lor. very embarrassing for carrefour's side.
and i've no idea why so many ppl flame the customer. this topic isn't even about his problems. sibei offtrack.
The word "Dr" triggered the memory of Elite Girl Wee-wee ba... even though it's irrelevant in this case mindless anger can cloud ppl's judgement... -
If you do not know what the fuck i am talking about then cannot help you, I cannot teach you how to read right !!!Originally posted by OO_OO_OO:what the fuck are u talking about?
dont equate education level to service.
You think a person is born to learn how to service, if not like that why there is customer service course !!!
Don't study then you will not know what the fuck I am talking about !!! -
I know dos template !!! for him to write letters to his patients without it, he lost his templates !!!Originally posted by Cystaire:A simple emulator (like DOSBox) will do, however, the question remains -
What kind of important program still runs on DOS nowadays? Why is the doctor so unhappy that he can't run it? -
Originally posted by spinsugar:
Go and check after 10 days of usage then go and return a notebook which is not faulty !!! that is not cover in anyone term & contract ok !!!
I suppose you didn't read carefully, but it's already been mentioned that Carrefour terms & conditions fully covers Dr Lee's claims.. that means the doc has every right as a consumer to make use of Carrefour's return policy.
[b]You don't seem to understand that customer service and consumer rights apply to everyone. It doesn't matter if you're a doctor, a cleaner, a student or whatever. I work in the cust svc line, and that was NOT a small mistake. I can guarantee you that this sort of thing WILL get you penalized or even fired in ANY company with integrity. Especially because the way the staff phrased that internal e-mail.
Don't discriminate.. see the word "Dr" only jump and jump.. it's not about the doctor, man. I suppose if this happened to you, you'd be the sort to keep quiet, but you can't expect everyone to be a carpet like you. This one just so happened to be a doctor.. but if this were a less educated consumer, I doubt you'd throw your mindless acid all over the place
Grow up![/b]
if like that everyone no need to rent notebook or pc if they need it a few days, just go to carrefour or shops , use it for 10 days then claim he need dos OS , then take back money !!!
Grow a brain !!! -
the only co*kup carrefour made was that linda forgotting to delete the rest of the email before responding to the client.
the client also one kind. just because he received a standard reply doesn't mean matter is closed. for all you know they are following up.
customer is unreasonable in my opinion