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March 29, 2008
Service level in Malaysia - Samsung Shop in Megamall
How come that the service level in retail and food outlets of Malaysia is still so pathetic?
My boy has a new phone and he wants to install music on it. Downloading to the phone is possible as long as we don't activate the storage card. The moment we activate the storage card on the phone, the connection is lost. This means a two-step process. First downloading to the phone and then to the SD Card. It is tedious and probably not as planned by Samsung. So we studied the manual and played it here and there. Basically, we tried everything. And no change.
So this morning, we finally decided to go to the shop where we bought the Samsung's mobile - a shop in the new mall aside of Midvalley Megamall.
The retailer didn't know what to do, and they do not have a technician. He immediately stated, that it must be the software in the phone and I should go to the service center in Low Yat to service the phone. Didn't I know this comment would be forthcoming, the moment something does not work out the way it should be?
When I asked if there is another service center anywhere away from Low Yat . He called the center, and no on responded. He responded to me, sorry Sir, no response. I cannot help you. So one of these days, we need to take the ride to Low Yat. My perception is not good. It is the same old, same old feeling. When something goes wrong with an item in your household, especially one that is not too cheap, one wants to have assistance. We are not inclined to tolerate these things too long. I expect assistance in the way that shows me that I feel understood and that there is someone who can help. The minimum would be that at least there is the sincere assistance. The conversation from the retailer that he will really inquire. His body posture needs to be right. The statements assuring. If something does not work out - like this morning - ask for my handphone number, or check, if there is any other help available. Basically, don't let the customer go away without the feeling that there is nothing that can be done and the customer is all alone.
What do you think?
Posted by Andreas at March 29, 2008 08:47 PM
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