STOMPer Jianwei was not happy with the manager of 7-11's Jurong
West outlet. He was not at all remorseful when a big black plastic
piece from the Big Gulp machine popped up and hit his wife, and
even blamed the incident on them.
The store Manager, Kelvin, said rudely blamed it on Jianwei's
wife, 'Wah, so high also can reach ah?'.
The contributor recounts this incident:
"Today, September 12, at about 7.35pm, my wife and I went to the
7-11 store located at Blk 501 Jurong West St 51 to buy some drinks.
After getting a few bottles of soft drinks, my wife decided to buy
a Slurpee.
"After a while, I noticed that the Big Glup machine which was
beside my wife started to vibrate with some 'growling' sound.
"Then suddenly a big black plastic piece (as indicated in the
photo) on top of the big glup machine popped out and fell onto my
wife's head and shoulder.
"Immediately I attended to my wife to see if she was alright.
"No staff came out to help us.
"Only after a while, the store Manager 'Kelvin' came to where we
were. However, the first word that manager said was 'Wah, so high
also can reach ar?' when he saw the black piece of plastic on the
floor.
"I told him what had really happened but he did not apologise or
say anything, he simply picked up the piece of plastic.
"Not happy with this, I confronted him, asking him what for would
we want to reach for that area above the big gulp machine, but he
simply walked away without saying anything
"The manager later came back with the piece of plastic and
proceeded to taped it with some scotch tapes back onto the big glup
machine.
"The manager still did not say anything to us.
"My wife thus confronted him again on why does he meant by 'Wah, so
high also can reach ar'. The manager just mentioned that thing had
never dropped before and he said he was not accusing my wife of
touching it. My wife then commented that he does not even bother to
apologise, the manager just uttered 'Oh, sorry loh'.
"I am utterly disappointed by the reaction of the manager and the
way he handles the matter. He did not even bother to check with my
wife if she was alright and did not even have the basic courtesy to
offer any apology as the machine in his branch had malfunction and
hurt someone.
"I wonder how can someone with such service standards be the
manager of a branch under an international chain outlet.
"Doesn't mean that the branch is in the heartland and the bad
service standards can be condoned.
"I also wonder whether is there any procedures for the staff to
record an incident reports should there be any accidents happening
to customers in the store."
