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….
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Let me show you why…
Firstly, the customer will explain to you what they want. Most of the time, the customer have something in their mind but when it comes out of their mouth, it would be something else.
Then the Project Leader, who are leading the programming team, would come up with his or her version based on what he or she understood from the customer.
At the same time, the business consultant, with his or her I-know-it-all attitude would brief the team on his or her version of the customer;s requirements.
The analyst, on the other hand, normally does not really give a damn about the other two people and come up with his or her own ideas… Best kan?
The the programmer takes over. Most of the time things just don’t work…
Documentation? What documentation?
When the Operation side takes over and installed the work, it turns out to be something else since most people hate to read instruction properly.
Then after some troubleshooting and debugging was done, the product would be tested and most of the time, it would fail… That’sthe reality of it…
Eventually, the project is completed and the support kicks in… Just look at what has happened…
So, back to the beginning, The Marketing people come up with the product and all promises that it can be made to the customer’s expectation. You know, the sun and the moon stuffs…
Then when the customer got the bill, they would go, “What the hell!”
And what they actually needed was a different thing in the first place…
And the Project Manager get to enjoy all of the above throughout a project…
Fun? You tell me.
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