* 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.
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.
posted by jana* at 11:57 AM
