* from fortress *

Dear Mrs Ma,
First of all, thanks for your email.

We apology about misarrangement of air-conditioner installation service on 21/7/07.
Besides, since having your valuable opinions which will be reflected to the related department so as to improve our service quality.

Finally, as checking about the new record, we have booked 28/7/07 before noon to go to your home to do the installation.

Thanks and apology about causing any inconvenience towards Mrs Ma.

Regards,
Fortress Customer Care Department
A member of A.S. Watson Group
豐澤顧客服務部

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To Whom It May Concern,

i am writing in order to file an official complaint due to my complete disatisfaction with your customer service aftercare. my landlord (Mr. Man) purchased an air-conditioner for our flat last week (july 15), and due to my busy schedule, could only arrange for delivery on friday night and installation on saturday morning (9am-12pm July 21). however, the serviceman never came.

upon investigation through your hotline, it was discovered that the serviceman never even intended to come during the booked timeslot due to another job he had to do.

my complaint is not for the serviceman, but for the total confusion in your booking system. how is it possible that your staff can book an installation appointment without knowing whether there is actually someone available to do the job? (and obviously there was none.)

furthermore, when talking to several customer service reps on the phone, one woman had the nerve to ask me for your serviceman's phone number! i think this is absolutely ridiculous as he is YOUR employee and YOU should have his number!!

because of my busy schedule, i could only rebook the installation for next saturday morning. but due to some last minute changes in my work schedule, i had my monday morning open up and wanted to call again to arrange for the serviceman to come. but i was again duly disappointed because your hotline is not even in operation on a sunday!

this again seems highly unacceptable to me because you are a large chain store in hong kong, where everyone is busy and pressed for time. sundays are often the only day where household matters can be taken care of. it is unacceptable for you not to offer any delivery, installation, or even hotline services on sundays!!

although i have already made a verbal complaint to the hotline representative, i felt the need to write a formal complaint because of my continued and repeated dissatisfaction with your services.

i expect a personal reply along some concrete actions about these issues from management as soon as possible. thank you.

janice ma

* another fine example of quality customer service in hong kong *

after enduring a week of an aircon that does not cool during the hottest week of the year in hong kong, we had finally worked out with our new landlord for him to get us a new aircon.

because of our busy schedule, and derek being away for 2.5 weeks, we could only have the new aircon delivered on friday night (for an extra 'night delivery' charge of $60) and installed saturday morning. by now it is almost 2 weeks without an aircon in the living room.

so i waited and waited this morning for the installation man to come, and alas, no installation man. i called the service hotline at 11:30am (the installation time was booked between 9am-12pm) and after several rounds of calls between the service centre, the see fu (a.k.a. installation man), and i, it was apparent that there will be no installation done today.

the see fu very plainly said to me that he never intended to come this morning, because he had another job, and could only come at 2pm at the earliest. the customer service reps kept trying to ask me if there is a later time the see fu could come, either today or next week. but, as previously mentioned, my schedule is packed and i have to work saturday afternoons, and have work or church meetings every night this week, so the earliest time they could come again would be next saturday morning.

great. another week without aircon in 30+ degree weather.

my question is, how can fortress book an installation time without knowing whether there are see fu's available?? and the worst thing was all the service reps i talked to didn't seem surprised about this - as if this was a usual occurrance.

gotta love the customer service in hong kong.