Gotcha, customer!

Gotcha! I got your RM250!

I've never felt so cheated before. Well I guess I didn't expect it from a company with such international status. A brand name that I trusted instantly.

The call center agent declined my request to waive off the credit card annual fee of RM250. I was taken by surprised because the reason I continue the usage of the Standard Chartered credit card for another year was that I was able to receive a waiver of the RM50 government tax. 

A month ago, I called up Standard Chartered to cancel my credit card prior to the annual expiration because  I didn't wish to pay RM50 government tax. The call agent said that the RM50 government tax can be waived with the condition that I use the credit card three times. I thought to myself, 'Ok why not as long as I don't incur any unnecessary fees.' So I diligently use the Standard Chartered credit card three times. 

Recently, I received the credit card statement and saw that I was charged with an annual fee of RM250! So I called up Standard Chartered to request for a waiver and the agent declined my request saying that I'm not qualified for it.

Hmm...then it hit me that I was conned! Standard Chartered enticed me with a waiver of RM50 so that I continue for another year but at the same time, slapped me with a RM250 later. Damn! It was done so slicked and professionally. I got trapped! I've always been wary about deals by companies. I didn't doubt Standard Chartered because I thought I could put my (blind) trust on them. Sigh! 

I instantly requested to terminate my credit card (over the phone) because I don't believe Standard Chartered deserves my business anymore and to avoid any new fees that I'm not qualified to waive it! I've lost RM250 to Standard Chartered but Standard Chartered lost my goodwill and (blind) trust towards them. 

Out of the blue, I realised why I'm still using HSBC credit card for the last 13 years because HSBC knows how to make me happy ie. every year my annual fee is waived when I request for it. Thank you HSBC for being so nice! :-) In return, I will be loyal to you for the next 20-30 years.

cc. Management of Standard Chartered,

Can you be as nice as HSBC? Boleh, tak?

1st update (30Nov2012)
Mr. Max of Standard Chartered called me today and informed me that they will waive of the annual fee of RM250. Thank you Standard Chartered for being nice.
On another note, Standard Chartered could have done a better service recovery by going the extra mile or delighting me. For example, informing me that my annual fee will be waived for the next 2 years or offering something I don't expect. Then again, it's a tough act for companies to emulate Starbucks or Ritz Carlton Hotel. Nonetheless, I'm appreciative that Standard Chartered fulfilled my request eventually.

2nd update (3Dec2012)
Max called me again today to inform me that he can't waive off the annual fee of RM250 because I requested my card to be cancelled the other day. Hmm....I'm speechless.
Nevertheless, I'm glad my unpleasant relationship with Standard Chartered has ended.

Bait a customer (& conned them later)!

'It will be RM25+ if you are a DiGi customer', said the cashier at Lim Tayar, TTDI. The cashier highlighted that DiGi customers enjoy a 50% discount for wheel alignment and balancing (instead of paying RM50+). I grabbed the opportunity because it was cheaper than my usual workshop. My usual workshop charges me the normal price of RM40+.

An hour later, my car wheels were ready! As I was about to pay, the cashier told me the amount was RM64! I said I'm a DiGi customer. She recalculated it and said my discounted price was RM41+! Hmm...when I inquired about this peculiar item in the bill ie. sport rim weight, she said it is for balancing. Then I realised I was conned!

Over the past 10+ years of driving, I've never been billed an item labelled as sport rim weight. I guess it is Lim Tayar's way to manipulate the bill in order to charge more than the earlier quoted RM25.

Uncle Lim, you should keep promises! I agreed to RM25, not RM41. Boleh, tak?

Admit no evil

"Email us for us to consider". That was the response I got from Wan, a call center agent when the Aeroline bus took off to Singapore without my girlfriend and I.

I've been loyally taking Aeroline bus to Singapore for the past 2 years. I switched from NiCE bus because Aeroline was nearer to my home. I've sung praises of their friendly bus steward/stewardess. Even my mum feels safe to travel alone with Aeroline. However, after this recent incident and the way Wan and Mimie handled the situation, it's time to move on....to more humane bus companies! (Anyone out there knows any?)

It was my very first time missing my transport. In this case, a bus. The ironic part of it was I was 15 minutes early (not late). I was waiting at the lounge area, feeling really excited to hop on the bus to Singapore. The next thing I know, the bus left.....on time (without me!).

I realized this when I went to the counter to inquire about the bus at 5 minutes past the departure time. Mimie answered, 'The bus left already'. I stood there shocked! Based on my past experiences, the staff will come to the lobby and inform all passengers that the bus will be leaving in 10 to 15 minutes. But not this time! However, Mimie insisted that she did! Hmm...was she lying or was I just deaf or blind?

After regaining my composure, I suggested few alternatives such as hopping onto the next bus. Mimie replied nonchalantly, 'No, you can't. It's company policy'. Clearly she wasn't interested to help or find a solution to get me to Singapore. Hence I asked for a refund so that I can buy a ticket with the next departing bus from other companies eg. First Coach or Five Stars. Knowing that she has no way out, she asked me to call the Aeroline call centre and speak to Wan.

That suggestion gave me a glimmer of hope! I thought she really care about my predicament. Little did I realize that she just wanted to pass the buck ie. pass the problem to Wan.

Wan responded, "Email us for us to consider. It's our company policy that we don't refund on the spot" when I ask for a refund on the spot. Clearly, he was trying to pass the buck...to an email account! (And probably, he is hoping he can ignore or delete the email and his problem ie. me will go away eventually!)

Few days later, after taking a pleasantly enjoyable and spacious bus ride with Five Stars, this book in Borders Singapore caught my attention. It was entitled, "I love you more than my dog. Five decisions that drive extreme customer loyalty in good times and bad."

I could relate to this sentence in the book..."Your decisions reveal WHO YOU ARE and WHAT YOU VALUE."

Clearly, I understand what Aeroline values are (after my encounter with Wan and Mimie) ie. company policies first, customers' needs last!

Obviously, my next trip to Singapore during the Chinese New Year will be with Five Stars! Or maybe, with First Coach.

The incident with Aeroline seemed to be like a silver lining in the cloud. I wouldn't have check out Five Stars, First Coach or others if it's not because of Wan and Mimie being so unhelpful. The best part is, I discovered that the other buses are better deal!

From today onwards, I will be telling my family and friends to avoid Aeroline at all costs unless they don't mind to 'miss' their bus and left stranded helplessly (because it is Aeroline's company policy to do so!)


cc. Aeroline management,
If your tagline is “The Convenient Way to FLY”, you should deliver similar experiences of an aeroplane eg. make announcements for 'missing' passengers. Boleh, tak?

An 'out of the world' paella experience!

On Saturday, I'd an out of the world dining experience. This restaurant is not in space but it's well grounded at Pavilion Kuala Lumpur. I would expect this kind of experience only in Ritz-Carlton or maybe Singapore Airlines (if the stewardesses are not having mood swings).

It was out of the world not because the bartender took the paella away after I replied him that the paella is too salty. It was extraordinary because the manager offered appetizers while we waited another 20 mins for a newly cooked (less salty) paella.

It was out of the world not because the appetizers were free. It was amazing because he knew I was starving. He has great empathy.

Rarely, I have such 1st class service in Malaysia.

Oh yeah, I'm referring to La Bodega.

cc. La Bodega management,

Maintain the out of the world experience (and keep hiring the right people).

Tweet a Prius

Where is UMW Toyota hiding the Prius?

I have been looking high and low for the Prius since it was launched. The two dealers that I dropped by are clueless on its whereabouts.

UMW Toyota should have a Twitter so that they can tweet tweet on Prius whereabouts and for me to follow the Prius.

Toyota's tagline is 'Moving Forward'. However it seems to be moving backwards (or not moving at all) by not keeping up with the trend. I've embraced social media (Twitter, Facebook, etc.) two years ago. When is UMW Toyota jumping into the bandwagon?

cc, UMW Toyota management,
Please 'move forward', along with the aid of technology. Boleh, tak?

General Motors boleh! Proton also boleh!

My jaw dropped when I read Dr Mahathir's recent statement. He said, "Proton would also contribute towards making Malaysia achieve developed nation status by 2020."

Even though it is not April, it certainly qualify as an April Fool's joke. I think I'm most qualified to disagree with it because I've been driving a Proton (Iswara) since 1997 and I experience the quality of the product first hand day and night.

I relate developed nation as citizens having the right to good quality of life (including quality cars) and affordable living (including fairly priced quality cars).

Anyway, I'm not gonna list my first hand encounters now because I'm more interested to suggest that Proton follows General Motors lastest campaign.

General Motors, in a bid to appeal to consumers upset about decades of poor quality and the carmaker's government bailout, is launching an unusual program: money-back guarantees.

Why should Proton do it? The rationale is both companies share 2 same traits ie. poor quality and government support.

cc. Proton management,

Can you make it as 3 same traits ie. include money back guarantee. Boleh, tak?

Btw, I'm still driving the same old Proton for the past 12 years! Not that I love it, I just can't imagine myself paying so much for a good quality car like Toyota or Volkwagen whereby my counterparts in U.S. pays USD 15,000 for a Honda Civic and I have to pay USD 32,000.

Oh I get it!! Dr. M is implying that the price of Civic will be USD 15,000 once we reach develop nation status in 2020. Yahoooooo! However, I don't see the connection between Proton and Vision 2020.

Almost perfectly useful

GSC cinemas in Mid Valley Megamall has a large directory of restaurants to cater to moviegoers. Based on the categories, it seems to cater to people catching early shows (early birds) and late shows (night owls). The opening and closing hours are prominently displayed.

Would it be more useful for a moviegoer if it is 'redesign' to the following :

How many minutes do you have before your movie starts?

15 mins only >> Carl's Jr, Rotiboy

30 mins only >> Secret Recepi, Sushi King

45 mins only >> Nandos, Chillis

All the time in the world >> Teppanyaki, Pizza Hut

The 'recategorization' applies 3 key design principles :

1. Who is the user (moviegoer)

2. What is the context (i'm hungry but i need to catch a movie too)

3. What is his/her goal (find a place to eat within a limited time period)

cc. GSC management,

Can you put yourself in a moviegoer shoes? The outlets and patrons will thank you for it. Boleh, tak?