Lesson #1 - How to write a sarcastic complaint letter to a 'atas' aka prestigious car dealer....
PS: Ms Ah Lian - U are warned not to carry on reading as you may be disappointed with ur fav car brand!
Here's a sample of a complaint letter sent to the XXXXXwagon car company by one of my colleagues...she's realli good at bitchin'!
Attn: Forum Editors
Absolutely Atrocious Customer Service
On Saturday, the 14 th of Jan 2006, I visited the XXXXXwagen showroom at Alexandra with the specific objective of viewing the specifications of the New Bxxtle and hopefully be able to test drive one. However, what greeted me was not the top of the range service I expected from a prestigious car dealer such as you.
I entered the showroom only to be blatantly scrutinised and ignored by numerous salespeople despite the relatively empty showroom. I waited a good 15 minutes for service and got none. While I was looking at the Bxxtle in the showroom, a heavy-set female salesperson brushed past me in favour of a family who were looking at the exact same car and who had arrived later than me. She cheerfully greeted them by name and furnished them with the price of the car and other details. This behaviour baffles me, I was not even asked if I was served yet and was merely treated as a sort of glorified window-shopper. After growing slightly impatient waiting for the non-existent service, or at least service that was selectively targeted at people ostensibly more affluent than myself, my companion proceeded to the counter to ask for the New Beetle's price list. He was knocked back with a curt "We do not give out price lists," by the male employee who then proceeded to turn his back on us.
Upon request to see the manager, I got a reply that one was not around. I do understand that he/she may be engaged elsewhere but I was declined the manager's namecard when I asked for one with the reply that "there is no name card". I find that absurd as every member of your staff on the sales floor had a name card but the manager has none. Your showroom staff gave me the impression that any supervisory position at the showroom is merely phantom and that no such person exists except perhaps in the imagination of this customer.
After listening to my litany of complaints against your staff, the above-mentioned salesman promised me a test drive though after arranging it, did not speak to me, even though I was the one who expressed a strong interest in purchasing the car. He instead redundantly deferred to my companion when the car was ready.
During and after my test drive, I asked Wilson Lau, the sales facilitator a few questions, to which I got very disinterested answers. The range of questions asked were simple enquiries, for example: Why the interior of the car looked so dated. To which he replied that people bought the Bxxtle based on external aesthetics and not on interior decor. Surely he could have come up with a better sales pitch than that?
During the test drive, he hardly seemed enthusiastic about extolling the car's virtues. I had the impression that staff in the motor sales sector would be eager in spitting out a persuasive pitch as good chunk of their salary comes from commission earned. That would usually be a good incentive for good service, but none of that materialized. Which makes me question if the amount of training for staff from the management level is sufficient compared to your competitors.
I would like to add that being employed in the service industry, I find myself doubly intolerant to such favoritism based on first impressions. The service was not bad across the board but rather, in my opinion, selective. I feel I was ignored based on factors such as my relatively young age and perceived affluence, or rather lack thereof. Being ignored based on these factors, regrettably, is a part of Singapore's service culture, but being snubbed outright is another matter altogether.
XXXXXwagen may have a greater amount of prestige normally associated with a continental brand, but the service I experienced over the weekend certainly does not reflect it. The shambolic service ethic displayed by your showroom staff has lost you a customer.
If you regrettably skipped through most of my letter because you are treating it as a typical complaint, then I can see where the sales staffs get their customer service principles from.
For your convenience, I would like to state that your level of service is appalling. And suffice it to say, the XXXXwagen Group will certainly not win my vote for any customer service awards in the near future.
Best Regards,
AXXXX YXXX
*all names are deliberately spelt in Xes to avoid deframation suits...
And she CCed this complaint letter to all forum editors and all her colleagues and frens!
Let's start bitchin'!
If I were her (with all that money), I would not have even considered a bxxtle... :P I m a sting bag, I will save up and spend the money slowly...hahaha...
PS: Ms Ah Lian - U are warned not to carry on reading as you may be disappointed with ur fav car brand!
Here's a sample of a complaint letter sent to the XXXXXwagon car company by one of my colleagues...she's realli good at bitchin'!
Attn: Forum Editors
Absolutely Atrocious Customer Service
On Saturday, the 14 th of Jan 2006, I visited the XXXXXwagen showroom at Alexandra with the specific objective of viewing the specifications of the New Bxxtle and hopefully be able to test drive one. However, what greeted me was not the top of the range service I expected from a prestigious car dealer such as you.
I entered the showroom only to be blatantly scrutinised and ignored by numerous salespeople despite the relatively empty showroom. I waited a good 15 minutes for service and got none. While I was looking at the Bxxtle in the showroom, a heavy-set female salesperson brushed past me in favour of a family who were looking at the exact same car and who had arrived later than me. She cheerfully greeted them by name and furnished them with the price of the car and other details. This behaviour baffles me, I was not even asked if I was served yet and was merely treated as a sort of glorified window-shopper. After growing slightly impatient waiting for the non-existent service, or at least service that was selectively targeted at people ostensibly more affluent than myself, my companion proceeded to the counter to ask for the New Beetle's price list. He was knocked back with a curt "We do not give out price lists," by the male employee who then proceeded to turn his back on us.
Upon request to see the manager, I got a reply that one was not around. I do understand that he/she may be engaged elsewhere but I was declined the manager's namecard when I asked for one with the reply that "there is no name card". I find that absurd as every member of your staff on the sales floor had a name card but the manager has none. Your showroom staff gave me the impression that any supervisory position at the showroom is merely phantom and that no such person exists except perhaps in the imagination of this customer.
After listening to my litany of complaints against your staff, the above-mentioned salesman promised me a test drive though after arranging it, did not speak to me, even though I was the one who expressed a strong interest in purchasing the car. He instead redundantly deferred to my companion when the car was ready.
During and after my test drive, I asked Wilson Lau, the sales facilitator a few questions, to which I got very disinterested answers. The range of questions asked were simple enquiries, for example: Why the interior of the car looked so dated. To which he replied that people bought the Bxxtle based on external aesthetics and not on interior decor. Surely he could have come up with a better sales pitch than that?
During the test drive, he hardly seemed enthusiastic about extolling the car's virtues. I had the impression that staff in the motor sales sector would be eager in spitting out a persuasive pitch as good chunk of their salary comes from commission earned. That would usually be a good incentive for good service, but none of that materialized. Which makes me question if the amount of training for staff from the management level is sufficient compared to your competitors.
I would like to add that being employed in the service industry, I find myself doubly intolerant to such favoritism based on first impressions. The service was not bad across the board but rather, in my opinion, selective. I feel I was ignored based on factors such as my relatively young age and perceived affluence, or rather lack thereof. Being ignored based on these factors, regrettably, is a part of Singapore's service culture, but being snubbed outright is another matter altogether.
XXXXXwagen may have a greater amount of prestige normally associated with a continental brand, but the service I experienced over the weekend certainly does not reflect it. The shambolic service ethic displayed by your showroom staff has lost you a customer.
If you regrettably skipped through most of my letter because you are treating it as a typical complaint, then I can see where the sales staffs get their customer service principles from.
For your convenience, I would like to state that your level of service is appalling. And suffice it to say, the XXXXwagen Group will certainly not win my vote for any customer service awards in the near future.
Best Regards,
AXXXX YXXX
*all names are deliberately spelt in Xes to avoid deframation suits...
And she CCed this complaint letter to all forum editors and all her colleagues and frens!
Let's start bitchin'!
If I were her (with all that money), I would not have even considered a bxxtle... :P I m a sting bag, I will save up and spend the money slowly...hahaha...
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