Read on and tell me if you like the way my complaint was handled. Leave me some comments cos I'm interested to know if this is the direction that the nation should take with regards to customer service. My queries are NOT answered!
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Elena
I was encouraged when I received your response within 3 working days, as promised in the website. However, this matter has been handled in the most unprofessional manner. While we do not wish to pursue the matter further, we hope all issues will be handled with utmost seriousness and respect. For the records, we did NOT receive any notifications from Javini with regards to the collection. Thank you for informing us indirectly.
Yvonne Lee
----- Original Message -----
From: MINDEF_Feedback_Unit@starnet.gov.sg
From: MINDEF_Feedback_Unit@starnet.gov.sg
Re: Unhappy Incident while collecting uniform from Javini
Date: Tue, 8 Jul 2008 03:02:35 +0800
Ms Lee
Javini has received the Purchasing Order (PO) and has informed your husband LTA Desmond Ng on 20 Jun 08 to collect it.
On your allegations on rude customer service, we have done an investigation and found it that was a miscommunication. The person has no intentions to be rude to you.
Currently, there is no alternative supplier making the No 1 uniform. However the contract with Javini is expiring soon and DSTA is exploring new sources as the official supplier.
Best Regards
Elena Cheang
MINDEF Feedback Unit
----- Original Message -----
From: Yvonne Lee
To: MINDEF Feedback Unit
Sent: Tuesday, July 08, 2008 12:10 PM
Subject: RE: Unhappy Incident while collecting uniform from Javini
Javini has received the Purchasing Order (PO) and has informed your husband LTA Desmond Ng on 20 Jun 08 to collect it.
On your allegations on rude customer service, we have done an investigation and found it that was a miscommunication. The person has no intentions to be rude to you.
Currently, there is no alternative supplier making the No 1 uniform. However the contract with Javini is expiring soon and DSTA is exploring new sources as the official supplier.
Best Regards
Elena Cheang
MINDEF Feedback Unit
----- Original Message -----
From: Yvonne Lee
To: MINDEF Feedback Unit
Sent: Tuesday, July 08, 2008 12:10 PM
Subject: RE: Unhappy Incident while collecting uniform from Javini
Dear Elena
Further to your reply below as well as telephone calls, it has already been several weeks and I am still awaiting any outcome on your investigation. Also, you were supposed to let me know if there are any alternative for making the said uniform.
Please advise.
Regards
Yvonne Lee
----- Original Message -----
From: MINDEF_Feedback_Unit@starnet.gov.sg
From: MINDEF_Feedback_Unit@starnet.gov.sg
Subject: RE: Unhappy Incident while collecting uniform from Javini
Date: Fri, 20 Jun 2008 04:25:42 +0800
Dear Ms Lee
We refer to your email dated 19 Jun 08.
Your concerns have been raised and forwarded to the relevant department for checking.
Best Regards
Elena Cheang
MINDEF Feedback Unit
------------------original email---------------
I accompanied my fiance to collect his uniform (#1) for our wedding photo shoot at this tailor place called Javini. What appeared to be a simple collection turned out to be a frustrating encounter. Javini refused to release the uniform to us even though it was done and ready for collection. The stated reason was that there was no PO available in the system that they claimed is linked to the MINDEF system. Even though we were able to provide a PO number and was short of the actual document that was supposed to flow through the computer system. Instead of providing an alternative or a solution, they grumbled about how MINDEF was always giving various excuses for such lack of follow-through (e.g. system breakdown). So, instead, we had to suggest that they call their liaison party (from MINDEF) to check on the status, which is a simple enough thing to do. But instead of taking up our suggestion, the person commented that there was no point in calling as the other party will only complain and grumble. Might I add that in the midst of this, the person continued to serve other people, in an attempt to ignore us and hoping that we will just take things as it is and leave the shop. Shortly after, the boss returned to the shop and instead of rectifying the situation, he added on to the complaints that they have against MINDEF. He even went so far as to say he will not release the uniform to us no matter what and that nothing would please him more than us complaining to MINDEF. So by that measure, we were being embroiled into the tassle that the shop has with MINDEF. The impression given was that he couldn't care less if we needed the uniform urgently (for the photoshoot was the following day) and all he wanted was to get us involved in his unhappiness with MINDEF so that he will triumph over this issue. Apparently, this is not a rare case and it happens very frequently. He claimed he already gave his feedback to the respective unit and yet nothing has been done from MINDEF's end and neither did he receive any reply from MINDEF. So much so that it is enough for him to raise his voice at us and refuse to budge or help. Seeing that we are making no headway, I refused to waste anymore time and left the shop. My curiosity as follows:
We refer to your email dated 19 Jun 08.
Your concerns have been raised and forwarded to the relevant department for checking.
Best Regards
Elena Cheang
MINDEF Feedback Unit
------------------original email---------------
I accompanied my fiance to collect his uniform (#1) for our wedding photo shoot at this tailor place called Javini. What appeared to be a simple collection turned out to be a frustrating encounter. Javini refused to release the uniform to us even though it was done and ready for collection. The stated reason was that there was no PO available in the system that they claimed is linked to the MINDEF system. Even though we were able to provide a PO number and was short of the actual document that was supposed to flow through the computer system. Instead of providing an alternative or a solution, they grumbled about how MINDEF was always giving various excuses for such lack of follow-through (e.g. system breakdown). So, instead, we had to suggest that they call their liaison party (from MINDEF) to check on the status, which is a simple enough thing to do. But instead of taking up our suggestion, the person commented that there was no point in calling as the other party will only complain and grumble. Might I add that in the midst of this, the person continued to serve other people, in an attempt to ignore us and hoping that we will just take things as it is and leave the shop. Shortly after, the boss returned to the shop and instead of rectifying the situation, he added on to the complaints that they have against MINDEF. He even went so far as to say he will not release the uniform to us no matter what and that nothing would please him more than us complaining to MINDEF. So by that measure, we were being embroiled into the tassle that the shop has with MINDEF. The impression given was that he couldn't care less if we needed the uniform urgently (for the photoshoot was the following day) and all he wanted was to get us involved in his unhappiness with MINDEF so that he will triumph over this issue. Apparently, this is not a rare case and it happens very frequently. He claimed he already gave his feedback to the respective unit and yet nothing has been done from MINDEF's end and neither did he receive any reply from MINDEF. So much so that it is enough for him to raise his voice at us and refuse to budge or help. Seeing that we are making no headway, I refused to waste anymore time and left the shop. My curiosity as follows:
- If MINDEF was to award a contract to a certain supplier, would there not be criterias set out and a SOP in place?
- Are we supposed to be held responsible for unhappy incidents that MINDEF has with its suppliers?
- Is there no audit in place to ensure that things are done properly?
- What measures are there to assure the public that MINDEF is indeed working for the nation and that it is organised and things are not done haphazardly (I am assuming there are already measures in place)?
- Since MINDEF personnels are only able to get their #1 from Javini, are they supposed to just tolerate this lack of service because they have no choice?
- Shouldn't there be more than one place where #1 can be tailored?
- Will the same incident take place if Lieutenant-General Desmond Kuek was the one collecting his uniform?
While we want to believe that MINDEF is an efficient organisation and one that we can rely on to defend the nation, such incidents reek of a certain breach in procedures and a lack of enthusiasm to serve in the Forces. While I do not expect to know how MINDEF works, I expect a reply to my enquiries as laid out above.
1 comment:
*sigh* another case of trying to brush off an unhappy person by blaming it on miscommunication? im beginning to dislike this word alot.. when they say its miscommunication doesnt it imply that you are partially to be blamed cuz u failed to entirely understand the other party?? CRAP! i think u shld have kicked up a bigger fuss but then again taxidoor's future and ur's will be at stake... darn.
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