Bear, Diah and Pasha

One for Touch’ n Go

Posted on the March 8th, 2010 under grumpy bear by Papa Bear

I noticed that one transaction was missing from my Touch n’ Go eStatement and it was one of the biggest transaction for the month. It was a RM21.00 transaction for a trip from Jabor to Karak… That might affect the 20% rebate amount for the month of February… Banyak tuh!

As usual, I called up the online customer services to give them the benefit of the doubt that this time it would not be another bad experience. I spoke to a person called Ms Tagala… It didn’t take long for me to anticipate another row with the phone service people… duh…

I told her that I needed an assurance that the amount would be reflected accordingly for my rebate and she refused to give me a straight answer by saying that it was a common thing that always happened to their system… What a system that they have… Finally, I agreed to have a fax the missing details to me for my reference if needed. And that’s when the nightmare started…

When I checked the fax machine the next day, there was a cover page saying a total of six pages but the rest of the pages were not there.

So, I called up again and this time a guy called Mr Fibroid answered and he promised to fax me a fresh copy. Again, I checked the fax machine. It was neither a fresh fax copy, since Ms Tagala’s name was on the fax cover and again, only the cover page was there.

I had to give them a call for the third time and Mr Fibroid was there again and asked me to wait at the fax machine. I waited… and waited… and waited… This time, not even the cover page appeared! Bodoh betul!

I then made the fourth call and another lady picked up asking for my card number again… I told her, “You guys are really ridiculous” and I put down the phone.

Then I made the fifth call and this time Ms Tagala picked up and I told her about her fax problem. She did not even apologize and told me that she would fax another copy… Memang la bengong minah ni…. I told her she can fax it to herself since I want my copy emailed to me. She just said ok… It was like talking to a zombie… without the usual zombie gnarling sounds or whatever sounds that zombies make….

A few days later, I got the statement mailed to me but it was the statement for the whole month of January 2010. All I asked for was for a specific day in February 2010. The email did not come with any greetings and signature. There was only, “Upon your request, we herewith enclosed missing transaction for your reference”. That confirmed Ms Tagala was really a zombie. One rude zombie. I wonder how much do they pay zombies compared to normal humans?

So, out of sheer dissatisfaction, I wrote them an email:

Hi there,

I think there is something wrong with your call center staffs, particularly Tagala? I have told her many times that the missing record that I needed is for 26 February 2010! Why are you sending me transactions for January 2010?

Please get you act together and send me the correct transaction records.

Papa Bear

And finally, after sending the email, Touch n’ Go decided that they should get a human to attend to me. I received a call from Ms Aliza and followed by an email and the statement that I needed:

Dear Papa Bear,

Thank you for your email.

First of all, we regret that our service is not up to expectation during your call to our Careline Centre on 04 March 2010. We will ensure that all our staff are continuously trained to assist customers effectively.

We enclose missing transaction no. 62098 and transactions from 25 – 27 February 2010 for your reference.

If you have any further enquiries, please do not hesitate to contact our Touch ‘n Go Careline Centre at 03-7628 5115 (7.30am to 7.30pm : Monday to Sunday), email to careline@touchngo.com.my or logon to our website, at www.touchngo.com.my for more information. We will be glad to assist you.

Yours faithfully,
Aliza
Touch ‘n Go Careline

There you go. Why couldn’t they get it right the first time? Buang masa betui!

Anyway, thanks to Ms Aliza for resolving the matters promptly and watch out for Ms Tagala the zombie of Touch n’ Go!

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