Bad Experience at OG
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Hi guys.. I just so frastrated with my experience shopping at OG Orchard Point yesterday. Typed an extra long complain.. yea.. its reali long..
Here it goes:
for a minimal amount spent within the mall within the same day, they would be entitled the free 1st hour parking.
Orchard point parking management have been practicing manual redemption coupons.Sometimes an attendant at the entrance will be there giving out the coupons, sometimes on other storeys , sometimes no luck. So you can see there are many ways to obtainin the coupon from him.
But as long as you purchased the valued amount , it was never a problem to claim the redemption.
Yesterday, I left my vehicle there as usual, and this time no carpark attendant there. Problem came when I was making my purchase. The cashier rejected my redemption for parking fee when I said I did not receive any on my way in. She then aptly informed me that in that case its too bad, I will not be able make any redemptions. I was taken by surprise and she said that, with effect from 1st of Feb, no redemptions can be made without the coupon, which is no longer distributed by the attendant and instead, manually ticketed at the carpark entrance.
I had no idea that I have to manually obtain the coupon and of this new change of implementation and itÂ’s the 1st time I patronized the mall since then. much more noticing the small signage that was painstakingly placed at the side of the entrance. How can they penalize me for that? And no matter what, they just refuse to accept my situation.
"There was a signage at the side of the carpark entrance, clearly stating this." I told her i realy din see it, besides OG was practicing ticketless cashcard parking system and it is not unusual not to observe such nitty gritty signage at the side!
She then shrugged insisting still , that I cannot claim my entitlement despite my purchase. She phoned her assistant supervisor and urged her (in harsh Chinese) to come quicky because there was a customer making a racket demanding for a redemption.
Unbelivable! As a customer service staff, she not only branded me in public, disregarding my presence and accused me of demanding for redemption. She then volunteered her name to me, in a bait to dare me to complain about her. This service attitude??
IsnÂ’t the parking redemption is the shopperÂ’s entitlement with courtesy from the management to shop at their mall? Why is it that now it became demanding for? And the shopper became a unreasonable pest?
By then, the issue is no longer with the $1.20 worth of parking redemption.
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The asst sup came. I was hoping for more authority to be able to resolve this issue in a better way. However, she basically came to tell me the exact same thing the cashier said earlier. I repeated myself again.
Then, I was referred fr the cashier -> asst supervisor -> supervisor.
ANd all I get from OG management is “ From 1st Feb onwards, , no redemption can be done for shoppers who park at orchard point without the redemption ticket which have to be manually ticketed.”
The sup confidently and easily suggested the only way out for me is to write in a feedback to the management.
Is that how OGÂ’s customer service is ALL about? When there is a dispute, the shopper have to Write in ? IsnÂ’t there much talk about going the extra mile in customer service?
I left my contact as she promised speak to "higher management" regarding my issue.
The next day, customer service manager called. Finally relieved that they did address this issue promptly. but the end of the conversation made me even more frustrated and helpless.
He politely put it across to say that he is unable to accede to my request of parking fee redemption, and explained that there is a signage XXXXÂ…Â…and the whole explanation repeats again.
I wish to re-emphasize the issue now is not about the $1.20 worth of parking redemption , but the competency of the customer service standard in OG Orchard Point.
Did the SUp address the issue by getting the manager tell me the same thing as I was told more than 10 times the day before? I told him that it was not justifiable to penalize the shopper of the redemption for not knowing the inefficient policy recently imposed. He just kept silent.. Yes.. silent for a whole 30 seconds! So whatever comments and questions i posed to him , were answered in silence..
Why does he need to call me again the nexr day when he has NO solution for me at all?
Is it because they felt that I need to be educated again about their new policy?
There is no use speaking to higher level of authority because they just side and trying to shield each other . ItÂ’s dis-privileged to be a shopper at OG Orchard Point as there is no point making yourself heard. Because Nobody cares.
Looks like patrons have to learn it the hard way before being able to redeem the $1.20 parking fee from OG Orchard Point, that is entitled only After making purchase in their Mall.
Thanks for reading my plight. And lesson learnt from my experience. Remeber to press the ticket button before entering the carpark. -
okie
erm
welcome to sgf
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from what u described...the CS sucks...for just a ticket...they could be more flexible and give it to u...that's how companies get customer loyalty when they go out of the way to please the customer...makes the customer happy with the unexpected help...even not for CS...$1.20 to change for a few more years down the road of patronizing from a customer is more than enough reason to give u the ticket...
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i love the sun too!!
and the moon!! -
from what u described...the CS sucks...for just a ticket...they could be more flexible and give it to u...that's how companies get customer loyalty when they go out of the way to please the customer...makes the customer happy with the unexpected help...even not for CS...$1.20 to change for a few more years down the road of patronizing from a customer is more than enough reason to give u the ticket...
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precisely.... so irritating.. but eventually its not abt the $1.20.. its about their attitude...
in the end i reali felt like an idiot.. [/code] -
You have to edit it to less than 400 words to make it to the straits times forum page.
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after reading its realli long, i nv read already.
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yupz.. i know .. =( hai.. but i need to vent it out.. sorriez..Originally posted by TYING:after reading its realli long, i nv read already. 
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Bad CS incidents are nice to read...Originally posted by TYING:after reading its realli long, i nv read already. -
haha.. nice to read.. but bad to kenaOriginally posted by _n00b_:Bad CS incidents are nice to read... -
such issues complain also no use.. nvm.. let them degrade on their own
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bad badddd ppl... dey just lost 1 of their customers...
looks like more will step out of there huh? -
no offense, but to me its a small problem or no problem at all.
i do not noe abt the exact attitude of the CS but then i guess she was just doing her job, trying to explain but just tat u couldnt agreed to it and thus causing ur anger.
sometimes its their company rules n regulations tat they are asked to abide.
anyway, hope u're feeling better after ranting here.
cheers. -
Write to STOMP and TNP
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Again we see fools being put in positions of power (or even employment). *
The best thing to do would have been to grant the request and then to take steps to ensure that this doesn't happen again.
Cost - $0 [as I understand it, the only problem is that the TS did not get a ticket - could someone not have been despatched to get it for the customer? Or it would be a simple matter to write off the 1.20 OR SHock Horror the Supervisor could have digged into her own pockets]
*Assuming the TS' account is not embellished in anyway. -
to them, their backsides are covered - their management has made the rules, and they have put up the signage.
it is like the small fine print in those coupons retailers issue, whether you read the fine prints or not, they are there, so they can li zhi qi zhuang to counter you.
in such case, it will take someone in the store who has a human touch in dealing with customers, and who has authority, to be able to grant an exception to you.
such stores have obviously lost this human touch.
i believe that in olden days, those japanese managers in tokyu or isetan might entertain you if this has happened in their stores. and especially so if you are a japanese customer.
real customer service, with a human touch, is lost now as we can see in this OG case. -
waaah topic so long
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why OG always got problem one? thr's one thread tt was abt a guy accidentally took a shirt outside and kena hold back by security guards
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That's Singapore for you. We just follow the rules blindly to cover our own arses. No employee can be confident enough to "go that extra mile" if it's his/her own head on the chopping board. I've been in companies that urge you to go that extra mile, but when you do, you get scolded/penalised. Double standards... BAH.
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r u a baby?
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i was there yesterday leh..
ayah.. $1.20 only also wanna complain..
i think u wasted more time than to tat $1.20.. -
ya lor. he veri smart, he got STOMP ITOriginally posted by jay_rocks:why OG always got problem one? thr's one thread tt was abt a guy accidentally took a shirt outside and kena hold back by security guards -
the issue is not about the $1.20 worth, and my parking fees at OG is normally more than that... Initially i surprised to why I cannot redeem the 1st hr free parking, it is my entitlement that comes with my purchase. It was the rude and non chalent attitude of the cashier that spurs the frastration further.Originally posted by manjieass:i was there yesterday leh..
ayah.. $1.20 only also wanna complain..
i think u wasted more time than to tat $1.20..
Why shld the shopper be blamed for a inefficient policy implementation on their part? -
thank me for reading everything...
lol... i personaly feel that it is just another customer complain...
to them, you are jusr a fuzzy cust
to you, their service sux
forgive and forget, your life wont have any regret... -
pika pika!Originally posted by popikachu:thank me for reading everything...
lol... i personaly feel that it is just another customer complain...
to them, you are jusr a fuzzy cust
to you, their service sux
forgive and forget, your life wont have any regret...