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?

What did I do wrong?

My sister's statement today made me realised that absence of customer complaints do not indicate a customer's satisfaction or happiness towards a company's service. Recently, she was not able to pay her mobile phone bill on DiGi's website due to the website's technical glitch. (For some reasons, she seems eager to pay her bill early whereas most people would pay after the line is barred). 

I told her to call the helpline and lodge a complain. She said she is not bothered to make that effort (to call) because she thinks DiGi will not do anything about it. So why bother? Her thinking, rightly or wrongly, reminded me of Starbucks pledge, "Our Promise". The public display of "Our Promise" at the pick up counter gives assurance to the complainant that a solution is available and known. 

Well, I foresee her inconveniencing herself by driving to a DiGi shop to make payment.

My conversation with her made me realised (again) that a company needs to proactively seek feedback from customers. Reactive approach may cause a company to lose disgruntled yet silent customers. The best part is the company would not even know why customers are abandoning it.