Wednesday, October 25, 2006

today is the last day of my much needed five day break. tai lo olivia has been our pet tourist the last few days while TY the slut is enjoying herself in south america.

i'm absolutely appalled at MNG's customer service here in malaysia. really.

olivia bought a jacket from MNG but decided that she could've spent her money on other things, so she took it back for a refund. on the counter is a sign clearly stating "we accept refunds or exchanges at any shop within the country of purchase." leave a little room for error in my paraphrasing but that is pretty much what it said. it made no mention of not accepting refunds due to change of mind. just the standard 7 day return with tags.

so olivia went into MNG and said she would like a refund. the salesgirl blatantly refused to give her a refund and insisted that she needed to go back to the store of purchase. of course, olivia got pissed off and pointed to the sign on the counter but the salesgirl stubbornly refused.

what the hell?

so, never mind. we went to back to midvalley where the jacket was purchased and asked for a refund. the salesgirl started stammering and asked a senior staff to handle it.

out comes the senior staff.

"yes, miss?"
"i would like to get a refund for this jacket."

sensing that this was going to be another big hassle, olivia firmly replied.

"because i don't like it."
"but obviously when you bought it you liked it, right?"
"well, i got it as a gift from my sister and i don't like it."
"oh... okay... but, you know... refunds are a sensitive issue."

wtf? what's so sensitive about a damn refund?

"why don't you exchange for something else? maybe have a look around and see if there's something else you like."
"no, i've already had a look around and there isn't anything in here that i want. i would like a refund."
"well, if you really insist on a refund, i have to call my manager and get an approval."
"ok, go ahead."
"you sure you don't want to exchange for something else? i can give you a promotion. this friday we're having a sale. you can get 30% off the first item you buy. if you can exchange something, it would be better for us."

get approval? wat the hell? your policy already says you will accept refunds. why do you need to make such a big deal over nothing? and so what if exchanging items is better for you?! it's not about YOU. it's about the customer. that's why it's called customer service!!

"no, i don't want anything from MNG. i'd rather have the cash and buy something from zara that i really like."

olivia. you are fucking classic.

so the woman called her manager and got the approval.

"okay. we can refund you. but you need to write the reason for refund very clear and firm."

err... how much clearer do you want olivia to say she doesn't like it? i err... sorta... err.. kinda... errrrr... don't really like it... errrr...?


after all that hassle, olivia finally gets her refund and thanks the lady. the lady just stared back with a sour look.

ah.... customer service in malaysia. world's best!!


playtoy said...

darling, i miss you...

HabitualDamnation said...

perhaps you fail to see the plight of the workin class, and harp forever more on the trivial mng jacket which i regret has the power in today's society to cause such stirrings. what is more unfortunate is that i confess i would have done the same, though i see scant need to blog about it. let's go teh ais so you can kutuk me for this.