Lesson1 @ December 05

Have u ever ...

We all buy things, we all are consumers. How much do you know about your consumer rights? Come on, I ain't goin' to teach you my uni lesson here, just wanna tell you the people that i met with during my 9-to-5 life.

Scenario#1: Mini Beng vs. Poor Fairy

Mini Beng: Ello, my pc rosak, I wanna repair my TV la. I know my TV cum wiz warranty le, don't play play.

Poor fairy: Yes, sir. Understand your TV is still within warranty period and we truly understand you would like to get your pc problem to be fixed quickly, but are you aware of the warranty that you bought is not covered such defect conditions?

Mini Beng: Walau eh! How cum? When I bought this your ppl never told me. Now how? Tell me how? How?

Poor fairy: We are sorry to hear that you are not fully aware of the warranty terms & conditions, however, we sincerely would like to help you to resolve the problem here. Alright, sir, have you thought of upgrading your warranty to a better level in order to get such defect to be covered in the future?

Mini Beng: What la, tok abt $$ again. Sien! Then how much?

Poor fairy: Thank you for your consideration. Since you are intereted to know more about the warranty upgrade quotation, I will transfer your call directly to our quotation team to further assist you now. Please hold the line.

Mini Beng: Ok la. No choice la. You big company le, what can I say? Transfer la.

LESSON:
Do remember to spend time to understand your product warranty next time.
Warranty is just like your life insurance, do not wait until "things" happen then only you realize it is not covered under your paid premium. [Ops, am I sound like insurance agent?]

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Scenario#2: Mega Beng vs Poor Fairy

Mega Beng: Hello, this is Mega Beng speak here. I think I'm having a problem with my LCD TV here. I guess it seems to have problem after last night lightening strike. Can you send down a technician to fix for me?

Poor fairy: Mr Mega Beng, understand that your warranty does not cover such defect condition. If you would like to proceed that will be a cost incurred.

Mega Beng: What?! I was never been told of such terms & conditions. You know, all of my family members are using your LCD & Plasma TVs. We are planning to buy another 1 more 42" LCD TV for my son to play games. Since we are your big customer, can't you send your man down to fix for me?

........ after spending 15 mins of Ding-Dong-Ding-Dong with Mega Beng, Poor fairy finanlly agreed to send technician to fix the problem for Mega Beng.

LESSON:
Big customers always gain advantage for benefits. As they have a very strong weapon which is so called "threatening business relationship" as syok as they want to.
Please remember, this is only valid in big MNC foreign company service level. If this is Malaysian company, please see example from below.

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Scenario#3: Poor Fairy herself only

Poor Fairy: Hi Telekom, you have been charging me for extra RM66 for more than 6 months, can you please adjust you bill by end of this month? This is my 100th times call in to lodge complaint on this, I wonder whether you have still have space to put down my today report in your database.

Telekom: Sorry Madam, please ignore the over charge. We will adjust it someday.

After 1 month...

Poor Fairy: Hi Telekom, you...

Telekom: Oh, Madam, it's you again, alright no need to say anything, we know your problem is RM66 over charge, right? Ok ok, we will adjust it someday. Ok? We have your 100 times previous conversation with same content already, don't worry la, will adjust someday, definitely will do it someday, Ok?

Poor Fairy: #@&@$^%&.....

LESSON:
Poor Fairy had tried both email & phone to get rid of this over charge, but for you information, until today (it was happen since May'2005) the RM66 is still there. Oh my Godness! This is Malaysian company service level la. Agreed?