Hi guys.. I just so frastrated with my experience shopping at OG
Orchard Point yesterday. Typed an extra long complain.. yea.. its
reali long..
Here it goes:
for a minimal amount spent within the mall within the same day,
they would be entitled the free 1st hour parking.
Orchard point parking management have been practicing manual
redemption coupons.Sometimes an attendant at the entrance will be
there giving out the coupons, sometimes on other storeys ,
sometimes no luck. So you can see there are many ways to obtainin
the coupon from him.
But as long as you purchased the valued amount , it was never a
problem to claim the redemption.
Yesterday, I left my vehicle there as usual, and this time no
carpark attendant there. Problem came when I was making my
purchase. The cashier rejected my redemption for parking fee when I
said I did not receive any on my way in. She then aptly informed me
that in that case its too bad, I will not be able make any
redemptions. I was taken by surprise and she said that, with effect
from 1st of Feb, no redemptions can be made without the coupon,
which is no longer distributed by the attendant and instead,
manually ticketed at the carpark entrance.
I had no idea that I have to manually obtain the coupon and of this
new change of implementation and its the 1st time I patronized the
mall since then. much more noticing the small signage that was
painstakingly placed at the side of the entrance. How can they
penalize me for that? And no matter what, they just refuse to
accept my situation.
"There was a signage at the side of the carpark entrance, clearly
stating this." I told her i realy din see it, besides OG was
practicing ticketless cashcard parking system and it is not unusual
not to observe such nitty gritty signage at the side!
She then shrugged insisting still , that I cannot claim my
entitlement despite my purchase. She phoned her assistant
supervisor and urged her (in harsh Chinese) to come quicky because
there was a customer making a racket demanding for a
redemption.
Unbelivable! As a customer service staff, she not only branded me
in public, disregarding my presence and accused me of demanding for
redemption. She then volunteered her name to me, in a bait to dare
me to complain about her. This service attitude??
Isnt the parking redemption is the shoppers entitlement with
courtesy from the management to shop at their mall? Why is it that
now it became demanding for? And the shopper became a unreasonable
pest?
By then, the issue is no longer with the $1.20 worth of parking
redemption.
===================================================
The asst sup came. I was hoping for more authority to be able to
resolve this issue in a better way. However, she basically came to
tell me the exact same thing the cashier said earlier. I repeated
myself again.
Then, I was referred fr the cashier -> asst supervisor ->
supervisor.
ANd all I get from OG management is From 1st Feb onwards, , no
redemption can be done for shoppers who park at orchard point
without the redemption ticket which have to be manually
ticketed.
The sup confidently and easily suggested the only way out for me is
to write in a feedback to the management.
Is that how OGs customer service is ALL about? When there
is a dispute, the shopper have to Write in ? Isnt there much talk
about going the extra mile in customer service?
I left my contact as she promised speak to "higher management"
regarding my issue.
The next day, customer service manager called. Finally relieved
that they did address this issue promptly. but the end of the
conversation made me even more frustrated and helpless.
He politely put it across to say that he is unable to accede to my
request of parking fee redemption, and explained that there is a
signage XXXX
and the whole explanation repeats
again.
I wish to re-emphasize the issue now is not about the $1.20 worth
of parking redemption , but the competency of the customer service
standard in OG Orchard Point.
Did the SUp address the issue by getting the manager tell
me the same thing as I was told more than 10 times the day
before? I told him that it was not justifiable to penalize
the shopper of the redemption for not knowing the inefficient
policy recently imposed. He just kept silent.. Yes.. silent for a
whole 30 seconds! So whatever comments and questions i posed to him
, were answered in silence..
Why does he need to call me again the nexr day when he has NO
solution for me at all?
Is it because they felt that I need to be educated again about
their new policy?
There is no use speaking to higher level of authority because they
just side and trying to shield each other . Its dis-privileged to
be a shopper at OG Orchard Point as there is no point making
yourself heard. Because Nobody cares.
Looks like patrons have to learn it the hard way before
being able to redeem the $1.20 parking fee from OG Orchard Point,
that is entitled only After making purchase in their
Mall.
Thanks for reading my plight. And lesson learnt from my experience.
Remeber to press the ticket button before entering the
carpark.
