Thursday, December 01, 2011

Know Your Weakest Link

Recently my MIL used diapers from NTUC fair price brand for my baby. The day she started using, by the 3rd piece that she changed for the baby, my baby suddenly develop a rash in her groin area. (For that, we got a scolding from FIL for buying cheap diapers).

Again, this was the case of me stocking up when the product was on sale. I had bought 4 packs when it was on sale. Receipt was thrown away since I bought these months ago. So I called up NTUC customer service hotline. The customer service officer (CSO) was impressive. He spoke very well, smooth, assuring and well-articulated. He said he will call me back after he spoke to the NTUC branch near my house so that I can bring the diapers there for refund. He called me back pretty soon, and pretty much resolved the issue. All I had to do, was bring the diapers down, get exchange for anything of the same value.

So on that very evening, i went down. Unfortunately at the store level, it's a different story. I followed the CSO's instructions - look for chief cashier, tell him CSO has spoken to him abt my issue. The auntie cashier whom I spoke to buzz the bell, and upon knowing I wanted to exchange the diapers, asked for receipt. Unfortunately for me, the chief cashier had gone home. The guy-in-charge did not seem to know about my issue, which means there was a communication breakdown as the chief cashier did not inform him. Both auntie cashier and the guy-in-charge were not too pleased that I had no receipt to exchange. They also grumbled that the diapers were old stock (cos of the packaging). Isit my fault? The receipt was superflous anyway, considering that these are your inhouse brand diapers. And the auntie cashier pointed out that I should have exchanged the items within 2 weeks. So if these diapers were purchased two months ago, having a receipt would again, not make any difference since its defintely past the deadline for refund/exchange. One more point to add was that the receipt was printed on thermal paper. The ink would have faded after a few months. Oh and I had to stress to her, I was STOCKING UP. My baby finally grew big enough to use size L recently.. In the end, the guy-in-charge let me do the exchange because I could 'quote names' (I had to repeat the CSO has spoken to chief cashier). The guy-in-charge scanned the item, and was able to determine the price (so what do u need the receipt for????) So while I got my exchange, the total service level there sucks. The duo were reluctant and unhappy about my exchange. Almost to the point of blaming me. I had to point out to them, I haven blame you for your lousy product which gave my baby a painful rash that lasted a few days!

The bottomline is, your impressive customer service hotline was ruined by the store's personnel.