Bad Customer Experience

I’m so bloody frustrated I need to get this out of my system. NOW.

We bought a Lebensstil cooker hood and hob, Benova (M) Sdn Bhd during one of those home exhibitions many months back and now the time has come for them to do the installation. The price included coring the wall for the flexible pipe.

I called to set the appointment and gave specific instructions as to what I wanted them to do, via phone and SMS. Basically, I just wanted them to:
1. Core the hole on the wall
2. Attach the flexible pipe.
The installation of the hood would come in later once the kitchen cabinets have come in.

In return, I was told:
1. I had to pay RM50 for the second trip
2. Prepare the cheque for the full payment of the hood and hob

I got my Dad to assist in overseeing this and gave him all the details. However, when the installer came, he wanted:
1. To see our kitchen drawings. We’re already telling him where to core the hole and to give us a longer pipe so that it can be cut down to size upon installation. He couldn’t give a clear explanation on why he needed to see the kitchen drawings.
2. RM100 to core the hole “because it is hitting a beam”. Nowhere in their conversations with me or on the receipt did they say they were going to charge extra if it “hits a beam”.
3. He would refuse to do the job until he got the two things above.

Fuming, I called the company and the lady just said, “We already told you it will cost RM100 if it hits the beam”. I really don’t remember hearing or agreeing to anything like that. Plus it’s not stated in my receipt of this condition. So to clarify when she told me, she said, "When the installer was coring the hole, he told your father."

Let me just be clear. RM100 is nothing. It’s the fact that they weren’t upfront with me and held me ransom as they are doing the job. I hate being cornered! What if it was RM1,000? Did I have a choice?

So I raised my voice, “FINE! I’ll pay the RM100 but you can be sure I’ll tell the world through Facebook, my blog and Twitter never to use your company! Now can you please just install the flexible pipe?”

She also raised her voice back and said, “IT’S NOT THAT HE DOESN’T WANT TO INSTALL. HE’S ALREADY HALFWAY DOING IT!”

Then why the hell was he still asking for the kitchen drawings before he proceeded? In the end, she just kept saying she will ask her installer to call me. Which he didn’t.

My dad had to run to my house to get the drawings (which I hope he got the latest version since there are a few versions to it) to show him. I shudder to think what happens if he got the wrong drawings.

And now they are asking me to pay full for everything, including the payment for the 2nd trip. Can I trust them to turn up later? Worse, if they were to produce more hidden costs? Hell.

********************************
Service recovery after I contacted them again this morning:
They've offered to give me a slow cooker when they next come for the final installation. Anyone wants a slow cooker?

Drinking Sessions

For the past few weeks, I have had many firsts in alcohol consumption. Yes, I'm almost in my mid thirties but I have yet to consume all these until now.

So the first one was my first beer, a whole pint of Hoegaarden. Sure I've tasted beer before but I have never ordered one for myself. Usually it's just a sip from someone else just to taste what it is. The bitter taste needs getting used to but the Hoegaarden was surprisingly drinkable. Still, I didn't manage to finish that pint!

Then last week we had a farewell for my colleague and we went to a bar with a live band after karaoke. My boss ordered rounds and rounds of shots and I managed to escape with just two shots. My first was the Jagerbomb. It tasted like cough mixture! Yuks! And the Red Bull must have kept me awake later that night as I tried to sleep at 2am.

And here's how to serve a Jagerbomb. Sorry for being sua ku but the serving of the shot was more fascinating than the drink itself. Note: no flash for video so it's a bit dark.

Thereafter, I was given a Blow Job shot. However I didn't want to be taking more photos and look more kampung than I already was so here's how it looks like (except my shot glass didn't look like that!). I now realize there's a special way to drink it sans hands but I didn't know then.

Anyway, it was actually quite nice, way better than the Jagerbomb. Oh well, maybe it's because I'm familiar with Kahlua and Baileys.

Later, as the night drew on, my colleague ordered shots after shots, with bomb names and Graveyard. Oh, here's my colleague's farewell drink by her boss, the Flaming Asshole.

All in all, while fascinating, I can't say I thoroughly enjoyed myself. Definitely not something I would beg to repeat.

*********************************

And oh! How could I forget the small unassuming Mojita I had last week which cost me more than my main meal. The room spun just a little when I stood up after the drink.

Never Ask Favors From Designers

You probably have received this email in circulation. I find it so funny because I have had similar experiences with various designers.

One incident I remember clearly was when my boss asked the designer to create a Chinese New Year greeting card during the year of the Dragon. He created a beautifully simple card sans the Dragon. My boss was appalled that the celestial creature isn't featured and insisted upon making the Dragon the hero of the card.

After much heated arguments, the designer decided to give her what she wanted; a dragon claw holding on to a fiery ball sticking out at the corner of the card. As there wasn't enough time for further arguments, my boss had no choice but to use those cards. Sparingly.

**************************************
From: Shannon Walkley
Date: Monday 21 June 2010 9.15am
To: David Thorne
Subject: Poster

Hi
I opened the screen door yesterday and my cat got out and has been missing since then so I was wondering if you are not to busy you could make a poster for me. It has to be A4 and I will photocopy it and put it around my suburb this afternoon.


This is the only photo of her I have she answers to the name Missy and! is black and white and about 8 months old. missing on Harper street and my phone number.


Thanks Shan.

From:David Thorne
Date: Monday 21 June 2010 9.26am
To: Shannon Walkley
Subject: Re: Poster


Dear Shannon,


That is shocking news.
Although I have two clients expecting completed work this afternoon, I will, of course, drop everything and do whatever it takes to facilitate the speedy return of Missy.


Regards, David.


From: Shannon Walkley
Date: Monday 21 June 2010 9.37am
To: David Thorne
Subject: Re: Re: Poster


yeah ok thanks. I know you dont like cats but I am really worried about mine. I have to leave at 1pm today.


From: David Thorne
Date: Monday 21 June 2010 10.17am
To: Shannon Walkley
Subject: Re: Re: Re: Poster


Dear Shannon,
I never said I don't like cats. Attached poster as requested.
Regards, David.

From: Shannon Walkley

Date:! Monday 21 June 2010 10.24am
To: David Thorne
Subject: Re: Re: R e: Re: Poster


yeah thats not what I was looking for at all. it looks like a movie and how come the photo of Missy is so small?

From: David Thorne
Date: Monday 21 June 2010 10.28am
To: Shannon Walkley
Subject: Re: Re: Re: Re: Poster


Dear Shannon,
It's a design thing. The cat is lost in the negative space.
Regards, David.

From: Shannon Walkley
Date: Monday 21 June 2010 10.33am
To: David Thorne
Subject: Re: Re: Re: Re: Re: Poster


Thats just stupid. Can you do it properly please? I am extremely emotional over this and was up all night in tears. you seem to think it is funny. Can you make the photo bigger please and fix the text and do it in colour please. Thanks.

From: David Thorne
Date: Monday 21 June 2010 10.46am
To: Shannon Walkley
Subject: Re: Re: Re: Re: Re: Re: Poster


Dear Shannon,

Having worked with designers for a few years now, ! I would have assumed you understood, despite our vague suggestions otherwise, we do not welcome constructive criticism. I don't come downstairs and tell you how to send text messages, log onto Facebook and look out of the window. I have amended and attached the poster as per your instructions.


Regards, David.

From: Shannon Walkley

Date: Monday 21 June 2010 10.59am
To: David Thorne
Subject: Re: Re: Re: Re: Re: Re: Re: Poster


This is worse than the other one. can you make it so it shows the whole photo of Missy and delete the stupid text that says missing missy off it? I just want it to say Lost.


From: David Thorne
Date: Monday 21 June 2010 11.14am
To: Shannon Walkley
S! ubject: Re: Re: Re: Re: Re: Re: Re: Re: Poster

From: Shannon Walkley

Date: Monday 21 June 2010 11.21am
To: David Thorne
Subject: Re: Re: Re: Re: Re: Re: Re: Re: Re: Poster

yeah can you do the poster or not? I just want a photo and the word lost and the telephone number and when and where she was lost and her name. Not like a movie poster or anything stupid. I have to leave early today. If it was your cat I would help you. Thanks.


From: David Thorne
Date: Monday 21 June 2010 11.32am
To: Shannon Walkley
Subject: Awww

Dear Shannon,
I don't have a cat. I once agreed to look after a friend's cat for a week but after he dropped it off at my apartment and explained the concept of kitty litter. I have attached the amended version of your poster as per your detailed instructions.


Regards, David.

From: Shannon Walkley

Date: Monday 21 June 2010 11.47am
To: David Thorne
Subject: Re: Awww

That’s not my cat. where did you get that picture from? That cat is orange. I gave you a photo of my cat.


From: David Thorne
Date: Monday 21 June 2010 11.58am
To: Shannon Walkley
Subject: Re: Re: Awww

I know, but that one is cute. As Missy has quite possibly met any one of several violent ends, it is possible you might get a better cat out of this. If anybody calls and says "I haven't seen your orange cat but I did find a black and white one with its hind legs run over by a car, do you want it?" you can politely decline and save yourself a costly veterinarian bill.


Regards, David.



From: Shannon Walkley
Date: Monday 21 June 2010 12.07pm
To: David Thorne
Subject: Re: Re: Re: Awww


Please just use the photo I gave you.



From: David Thorne
Date: Monday 21 June 2010 12.22pm
To: Shannon Walkley
Subject: Re: Re: Re: Re: Awww

From: Shannon Walkley

Date: Monday 21 June 2010 12.34pm
To: David Thorne
Subject: Re: Re: Re: Re: Re: Awww

I didnt say there was a reward. I dont have $2000 dollars. What did you even put that there for? Apart from that it is perfect can you please remove the reward bit. Thanks Shan.



From: David Thorne
Date: Monday 21 June 2010 12.42pm
To: Shannon Walkley
Subject: Re: Re: Re: Re: Re: Re: Awww

From: Shannon Walkley

Date: Monday 21 June 2010 12.51pm
To: David Thorne
Subject: Re: Re: Re: Re: Re: Re: Re: Awww

Can you just please take the reward bit off altogether? I have to leave in ten minutes and I still have to! make photocopies of it.


From: David Thorne
Date: Monday 21 June 2010 12.56pm
To: Shannon Walkley
Subject: Re: Re: Re: Re: Re: Re: Re: Re: Awww

From: Shannon Walkley

Date: Monday 21 June 2010 1.03pm
To: David Thorne
Subject: Re: Re: Re: Re: Re: Re: Re: Re: Re: Awww

Fine. That will have to do.

Short Singapore Trip

I had a fantastic time in Singapore. Although the trip was very short (only 2 days), we managed to catch up with Jan, KS’ Auntie Jancey and go shopping! It’s good to see everyone looking well and happy, especially Jan who looked pretty hollowed and stressed before she left her old workplace. Moving to this job has made a great and positive change on her.

She also has been staying with Auntie Jancey and Uncle B frequently. She knows her way around the house and how to get to work from their place. I’m very grateful they have opened up their house and allowed Jan to make it her getaway home especially since she’s far from home. Have I ever mentioned how much I love my extended family? They’re an amazing bunch.

We were also taken to this Thai-German restaurant where they had a live band. Jan has been there before and Auntie Jancey encouraged her to sing with the band on the stage, which she did! So during our dinner, the singer recognized Jan and asked her to come up to sing again. Don’t know of any place in KL we can do this.

We also got to play around with the 3 lovely girls Sherry, Georgia and Datin whom we last saw 3 years ago in Perth. Here's how they look now:

Datin was a bit more shy than before. Sherry had her hair clipped short so she now looks like a wallaby, so cute! And Miss G looks as gorgeous as ever, except for putting on a bit of weight during a recent holiday of pampering.

The other thing I enjoyed was a full day of uninterrupted shopping with KS. For once there was no one calling him, no emails he needed to attend to, no SMS-es he needed to reply. Just strolling along the shops with his full attention was bliss. Sigh. He told me not to get too used to it though. I’ll just take what I can, dear. :P

The Great Singapore Sale wasn’t as expected. I guess I was hoping for really cheap items but perhaps I went to the wrong shops which didn’t offer much discounts. Although I ended up with a heck load of things (I haven’t shopped like this in the longest time!), two of my purchases was due to the persuasion of the sales girls. One was a blouse which I bought to get the sales girl off my back and the other was an expensive face mask after heavy selling from the sales girl. Still, I am happy with my purchases and will certainly be using them.

Can't wait to go back again.