I would like to complain about the bad customer service given by your staff (Ayu) today on 7/6/09 @ the Warehouse sale in Shah Alam.

I bought a Philips blender model no. HR2061 on 6/6/09 (receipt no. 032731). After paying, I went to collect my item which the sales person did not offer to check if it’s in good working order. When I got home, I tried using the blender but found out it was NOT WORKING. I called the no. 03-5191 5212, which was in the advertisement in The Star on 6/6/09 (Saturday Metro section). A Miss Vashanta or Vishati (can’t really remember her name) received my call & said that she’ll get the Philips salesperson to call me.

Vashanta called me at about 10.45am on 7/6/09 morning to inform me that I could take the defective unit back to the Warehouse sale for a replacement, which I did at about 1.30pm. I went straight to the Customer Service counter to tell them that I would like a replacement & one of them took me to the display area for this blender & then he left me with the attendant (Indian youth about 20 years old) who was manning the display. After he gave me a new unit, I insisted that I wanted to test the unit but was told I cannot do it. I told him I wasn’t going to leave until I test the unit. At this point, Ayu was called by the attendant. I told Ayu that I would like to test the unit. I patiently explained to her that I wanted to test the unit to make sure it’s working as I don’t intent to go home with another defective unit. She told me I cannot test the unit. This is where her explanation got REDICULOUS!! She told me I can’t test because there’s no plug points. I looked around & I told her that there are literally hundreds of electrical equipment (LCD screens, DVD players, hi-fi system, lights, fans, computers) that are working & where does the power come from??? THEY ARE ALL CONNECTED TO PLUG POINTS!!!

Harvey Norman has the responsibility to teach their staff that electrical equipments like a LCD screen DOES NOT HAVE IT’S OWN POWER SUPPLY. They need to be plugged into an electrical socket to work.

I told Ayu I was not going to leave until I get my replacement unit tested & shown to be working. Her next statement is the 2nd REDICULOUS thing she said…..”This unit sure working one”. Wow, Harvey Norman teaches their staff the skill of “Extra Sensory Perception” & just by looking at the box, she can guarantee that the unit is ok.

Next, she walked away & I was left with the attendant. After having gone through the REDICULOUS explanation why I cannot test the unit, I took things into my own hands. I took the blender out of the box, looked for the nearest plug point (which was just 3 meters away) & tested the unit. Thank goodness that it was working. I packed the box & I left the sale.

This experience tells me 2 things:
1) Defective items are up for sale…………………is this the reason for the sale???
2) Your staff have BAD customer service skills!!! Or should I say very lack of training.