Crap Service and Response!

Whenever I come across extremely bad service, I never fail to complain to the company via their website. Usually I get a satisfactory response. But this sure was one eye opener.
The story (or rather, the complaint) goes:

On 22 Nov I was feeling unwell in the morning, and I left office to see doc at Clementi Polyclinic. It was 1130am by the time I left office, and I took the precaution of checking the website to see what time your polyclinic closes for lunch (stated as 1pm on the website). I reached Clementi Polyclinic at 1215pm only to be told, due to large number of patients, the registration had closed so that doctors can go off for lunch at 1pm sharp and we can only see doctor at 2pm. This is unacceptable! There was no pre-notice abt cut-off for registration time. And who was to know when it would be peak ? It was mid-week, i understand usually its monday that is peak period. The registration staff argued that the website timing is 'operating hour', ok, but there was no information on registration hours. What if some days , there happen to be alot patients in the morning, does that mean the polyclinic will impose a cut-off registration time at 11am? This adhoc cut off time is not fair to patients. I had to take transport to rush to the polyclinic, only to be told that i have to wait til 2pm, and my house is not nearby, so I either loiter around in discomfort or pay more for private GP. Please look into better practice so that patients will not be unfairly inconvenienced!

Here's the ultimate response you can get from a Department in charge of Quality:

Dear Ms XXX,

Thank you for your feedback. We would appreciate if you could provide us with your particulars (Name and NRIC No) for the clinic to look into the matter and reply to you.

Best regards,
YYY
Quality Management Office

Huh? How come you need my exact name and IC to look into the matter? Haven I given you the date, time, place which it happened? Does my name and IC matter? I din see the doctor in the end becos I couldnt wait. I dun wish to hear any more of ur excuses to say that if my case had been urgent, they would hv let me see the doctor. This is not abt the seriousness of the patient's condition. This is abt your F*** U* process, u get it? Secondly, as the quality department, shouldnt you be the person in charge of looking into the matter to give me a reply? *shake head*.. i should have known to expect such sub-standard service since I couldnt find the 'Singapore Quality Class' / 'Service Class' logos in their corporate info.


Since I am the in the topic of complaints, here's another incident:
One day, my bf and I went to Jack's place for dinner. I ordered a grilled fish and it turned out fishy n mushy. I suspect 1) fish was not fresh 2) fish was not properly thawed. I feedback to the manager that my fish tasted weird. The manager promptly took it back to the kitchen... 5 mins later, the cook served me the fish himself - slathered with lots of butter n cooked again.. still the same fishiness n mushy texture.. the liberal doses of butter was to cover up the smell. I vowed never to go back there again. NEVER !

Further Update: Looks like I am not the only one who thinks NHG has a problem in responding to customer issues.

Extract from ST Forum, 28 Nov, letter from reader Chua Koon Ngee:

Why medicines cost more at polyclinics
I REFER to Mr Tan Bee Loke's letter ('Why the big difference in subsidy?'; ST, Nov 15) and National Healthcare Group (NHG) Pharmacy's Ms Ng Mok Shiang's unhelpful response ('Polyclinic patients enjoy higher subsidies'; ST, Nov 23) on subsidised medication sold at polyclinics and restructured hospitals.
Mr Tan was referring specifically to subsidised medicines but Ms Ng clouded the issue by digressing into the cost of subsidised consultation, laboratory fees, etc.

Secondly, she said there is a long list of medicines where prices are not identical, without offering any explanation on why this is the case, especially as both institutions referred to are part of the NHG cluster.
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